Dell experience good/bad?

I`ve had an L702x 17 3D for about 3 weeks and apart from a decent 10 day wait for my order i`ve had nothing but problems since.

Machine arrives on time, first thing I noticed half the keyboard bounces up and down when I type.They have also gave me 4 x 2gb ram instead of 2 x 4gb as stated on the order.
I call Dell, 30mins on the phone I arrange an engineer out for the keyboard, the ram is an order issue so I need to call customer services. Engineer arrives few days later fixes the keyboard, he said my service tag was for a older machine but luckily had the right keyboard. My 3d glasses arrive, but the laptop doesnt go into 3d mode. So spend 1hr 15mins on phone to support to discover I need to reinstall the nvidia drivers for a second time to fix the problem. This I worked out myself.
I`ve also now had screen blackouts intermitently for the last few weeks, not sure if its related to usb 3 devices or the 3d.I`m currently building up strength to call dell support.
The whole Dell process has been nothing but frustrating, the telephone support / customer services are awful. It feels like your banging your head against a brick wall trying to get these people to understand the most simple observations.
I certainly wont be buying another Dell.

 

It really depends on the person whom you speak to. I would suggest that you make subsequent calls until you manage to find someone who can really understand your situation. I am afraid that there are "not so competent" customer service officer at Dell so it is a matter of making a few telephone calls and try your luck.

I was quite nice to the Dell Customer Service officer but I was firm on my decision. Most probably the DCS would be under a supervisor. You would just need to ask them to transfer the call to their supervisor if they could not handle the call.

 

Another bad experience here. Laptop arrived with a poorly fiittng (damaged?) incorrect keyboard (US rather than UK). Decided to go with sending the laptop back rather than keyboard replacement. Big mistake. 3 times I arranged with Dell to pick up the laptop, 3 times no one turned up. They eventually turned up about 3 weeks after the initial attempt, without telling me they were coming. Fortunately, somebody was in to hand over the laptop. I have asked for some sort of compenstion for all the hassle they have caused me and they have offered a measly 10% off a replacement laptop. I doubt I will be ordering from Dell again so will not be taking them up on their "generous" offer. Besides, I cannot get the spec I want now because the options I need are no longer available on the UK site.

 

Sometimes they're OK but the XPS 1645 was totally flawed. Had to wait 4 months for a 'fix' and it's still not completely fixed.

Not to mention the engineering fail on the XPS 1645.

On the other hand, they did supply everyone with a free 130W adapter to help fix the problem..and they sent me a new 130W when my 1st one died, even without warrenty!

 

I've never known so many different answers from so many different people from one company during pre-sales and delivery.

However... the aftercare support seems far superior to any I've experienced. They seem to really want to help you get the most out of your laptop.

I'd vote in between but there isn't an option ha!

 

Somewhere in between, closer to good than bad. Maybe 7/10 or so.

 

Once you have a case or reference number, follow this link for unresolved issues: https://support.dell.com/support/to...care/outstanding_issues?c=us&cs=19&l=en&s=gen.

I don't know if it will work, but it's worth a try. They should replace your machine for free.

 

I have good experience with Dell. Got a dead pixel on my screen, emailed them, and they sent an on-site engineer to replace my screen within 3days. The engineer was a nice guy, even chatted with him about Crysis 2 and tech stuff while he was replacing the screen. Now I got a new screen without dead pixels! =)

 

Guys i think its pretty much the same with any of the big oems (maybe excluding lenovo which i have only heard positive things about). I've heard bad things about HP also. Thats why i decided to get a limited 1 year warranty through dell which saved me a little over $50 and then i will use the money towards a 3 year squaretrade warranty will will cost me about $150.

Why i'm posting this is i'm sure some people will say....screw dell i'll never buy a dell again....well good luck with any of the other large oems.... If we could build our notebooks just like we build are desktops i'm sure a lot of us would but unfortunately we can't do that....

 

From a point of aftersales yes there are always issues with the big manufacturers but out of the box my Dell has been very poor compared to my previous Sony and Acer laptops.
I cant believe Dell has any sort of reliable quality control otherwise they wouldve seen these problems I have with mine and many others.
Actually I dont think they have any quality control.

 

i would rate my experience a 8/10 so far

i've had my AC adapter replaced right quick. i called the support line around 8pm and received the replacement unit the following morning. i've also had my keyboard replaced because i accidentally popped the spacebar out (my sleeve got caught on the corner). same thing, i called the evening before and a technician was at my front door mid to late morning the next day. he replaced my keyboard and i haven't had any problems since.

i had a HP for just about 4 years before that, which i never had a single problem with. i also had a Dell Latitude D620 during that time, but it was company issued so the only time i had a problem (HDD failed) it was covered by the warranty with our company.

i had a Lenovo "ThinkPad" T60 once, and it was the worst experience i ever had with any laptop (including a Pentium M running Windows 2000...). it was most likely a lemon given all the trouble i had (incl. screen, motherboard, ODD), but i refuse to go back to anything ThinkPad that isn't a real IBM machine. however, that isn't to say Lenovo as a company is bad: in fact their customer support was great as they offered me a refund for my troublesome T60.

hilariously enough, in our department people avoid the Lenovo T400's like the plague and beg to get the T500s whenever possible. there's nothing wrong with the T400s - normally - but it just seems that most of the ones issued to our staff seem to fail for one reason or another. even better is that the guys in a different department on campus all beg for their T400s because there's something wrong with their SL-series machines.

just goes to show that you can't trust any manufacturer - you're at the mercy of luck it seems.

I think their idea of quality control in this generation of consumer electronics is
Engineer 1: hit the power button, does it turn on?
Engineer 2: yup, the light turns green.
Engineer 1: OK, this design passes the test. let's get them ready for retail
Engineer 1 & Engineer 2: *fist bump*

 

Honestly, I've been 99.99% satisfied with my laptop (see signature). The failure in the cooling system design of this laptop seems to have very varied effects for each person's laptop, but it hasn't caused me any actual problems yet (I can force it to throttle with 8 threads of torture test in Prime95 and Furmark running simultaneously, but that's it). Aside from that, I love everything about this laptop.

Ordering it was also super easy, and haven't has to call or talk to Dell since the day it was ordered. It arrived before its projected delivery date and has been near perfect since then. Occasionally there have been driver problems and software problems, but these have always been with video drivers/flash version problems, and nothing that Dell directly controls.