bad bad CS & support

Received my M15x almost 3 weeks ago, so far so good, I am really liking it.
However, when it came, it had one small issue. They spelled my last name wrong on the name plate. Not sure how/why, but it happened. No biggie.
A new name plate...4 screws..im done? Thats my thoughts anyway.
I finally dedicated some time this week to call dell and get it taken care of.
Well, Yea...about that.
I have spent almost 2 hours (twice) on the phone trying to get someone to listen to me. I have had a few differnt off the wall suggestions from reps.

I was told that its just shipping sticker.. no big deal.(I tried to explain the name plate part of the laptop)

I was told if its wrong in windows, that they can walk me thru fixing it. Again, I tried to explain the physical plate.

So finally, I am fustrated and pissed. I email dell and tell them that if I cant get this resolved, then they leave me no choice but to return the laptop.

Low and behold...less then 24 hours after that email with my cell phone number included...I get a ... you ready... A return shipping slip and clear instructions on how to return it!

Seriously..I know it was $1500... but I thought a company like that would value my business more then that.

So now...I am left with a decesion to make!
Im torn, half of me says NO ... im taking my $1500 elsewhere! Other half likes the laptop and doesnt want to send it back.

Why do that have to be this way? My time is precious to me, and I cant keep calling (wasting cell minutes) and trying to get someone to understand my minor issue.
Plus it angers me, that $1500 was important to me, and to them, its nothing, and they seem to treat you that way!

Sorry folks, I just need to rant so I dont blow up on the phone again, thats IF I deceide to call them back!

 

See this thread - http://forum.notebookreview.com/ali...placement-systems-warranty-repair-issues.html - clear instructions on how to escalate an issue if you are not seeing movement from support.

thanks.

 

That sucks. You prolly got a crappy rep. Both the reps I've talked to were really nice, but the tech... I dunno. It's been 2 days and they were supposed to call me. This is my 2nd tech too, cause the last one was a no show.

 

try contacting one of the dell reps circulating around here. they helped a few m11x owner get their nameplate fixed.

 

Ahoy Mateys! Them "NBR Dell reps" helped with me "M17X" ship as well, them Old Salts! It ain't take ye to Davy Jone's locker to ask them reps, Lad!
Heave -Ho! Heave - Ho! Thar we go!.....

 

I've had similar issues with the CS. It's like they're trained to play the 'transfer game'. It took me 7 (yes, seven people) to downgrade my ram that they upgraded and charged me without my consent.

 

Might as well share my one story on ordering my M17x today. I waited in queue and kept getting this person (you'll see).

LA_ARB_Rep_Denisse_

Who apparently goes by the name of Claudia. Well, on our first chat things were going ok. I wanted to place an order today for a system since I couldn't add anything the outlet was showing (for 3 days straight mind you). The system either error out or failed to add item to cart. So I gave her the specs of 3 systems and whichever she found then I'm ordering. Simple right?

Well, she started to ask for my customer number so I gave her 4 that were listed in my account. She apparently didn't get what she wanted so after 7mins I asked what is it that she needs in order for me to order these systems. Right then and there she found what she was looking for, apparently being able to tie the pending order to my account *shrug*. I believe she used my email address which is obviously tied to my account.

That's when I gave her that 3 specs and asked that whichever one she found I'll be ordering it. Well, after 10mins of waiting with no response she freaking disconnects me. So I got really upset and send the chat log to various Dell emails in case anyone ever wants to do anything about wanting a customer to BUY something.

So I get back in queue and waited. And what do you know, I got her again. The second time was the funniest however. She didn't even remember who I was! Imagine that. So to bring her back to reality I said two sentences,

"you left me last time"
"What is your full name pls"

Then she dropped me just like that. And this went on and on until I finally got Connie M. who was completely opposite (nice and helpful).

If anyone knows this Denise (claudia) person, she should be fire immediately.

 

To wrap up my issue (hopefully), I fired off an email to the email address members here recomended. I got a call less then 48 hours later. They wanted to send me a new system. I told them only if they felt it was needed. All I was after was a proper name plate.
He called me back 10 mins later and said he was sending me just the name plate. I expect it some time next week. He said he would follow up with me. We'll see. If they cant get this right...im done.

 

The tech came and all 3 reps I talked to were great. At least AW service isn't as bad a the god awful HP, Asus, MSI, and Acer support.

 

Lol I believe Dell's still the best CS you can get. Not that it's always good tho.

 

They usually come through sooner or later. Other companies? Not so much.

 

well probably you should snap a photo of it and send it to the dell reps for better understanding , for cases like this , get the tech reps to transfer you to customer care dept and tell them this is a MWD ( missin , wrong or damage ) case , care agent should be able to assist you with this. just my 2 cents = P

 

@OP, hope it worked out. If not, feel free to post back in this thread...

http://forum.notebookreview.com/ali...placement-systems-warranty-repair-issues.html

Thanks.