If you are Bored read this thread about my replacement XPS saga.

So, to start, I sent the first email because he left me a message asking what I thought of the new laptop. I gave him an honest answer. He is a escalation rep, but has had a pissy tone with me from the beginning. Also, when I call his extension, the number goes to that evil "lollipop lollipop" song, then hangs up after 1min 57sec. It is impossible to reach him over the phone.

As background, I turned down the XPS 16 they originally offered because of the size. It had the same specs as the one in my sig, but the size difference was too big. Some of my gripes are that the Studio 14 replacement is plastic, thicker, has smaller keys for some weird reason, has a fan that is loud and never shuts off, doesn't have a SSD, and the screen resolution is not as good.

Here is my email exchange. This does not include phone calls.

From: CA
Sent: Thursday, May 06, 2010 06:00
To: Mohammed, Azam
Subject: Re: Regarding Dell Order Number 231428XXX

Hello Azam,

I received the system today and have been testing it out for a few minutes. My first impression is that this system feels "cheaper" than the XPS, but I will try to overlook that. Also, I realized that I would no longer be entitled to the XPS support that I have grown accustomed to, which is quite unfortunate. On initial inpection, the screen resolution does not compare to that of my XPS, and in fact has an inferior screen resolution (the Studio 14 has a 720p, and the XPS has an 800p resolution). I will perform some adjustments to try and resolve this. Another concern that I have is that the built in network card seems to be inferior as well. The internet is slower, and it only shows 2 bars, as opposed to the 5 bars my XPS is showing.

I will continue to use the Studio 14 for a few more days to see if it is acceptable. I need at least that much time to get a feel for the system.

Thank you for all of your help,

CA



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From: Azam_Mohammed
Subject: Regarding Dell Order Number 23142XXX
To: chevychic55
Date: Thursday, May 6, 2010, 7:56 AM

Dear CA,

This email is with reference to the email that I have received for Order number 23142xxx. Please note that we have replaced the refurbished original purchase ($846.63), with an expensive new i7 replacement ($1,239.76 cost to Dell). Although we could not fulfill the Solid state drive, we have made sure upgraded adjustments are made in the specifications. 720p is the maximum resolution feature for studio 14 computers, you can also refer to dell.com for the same. Integrated network card is the feature of the studio 14 systems, which is the best we could provide upon your agreement with the specifications before shipment. Please understand that system models differ in various features, and in your case XPS series features and options are different from Studio series. We would definitely like to allow you few more days to test the system, and I will personally follow up on Monday to make sure your problems are resolved.

If you have any questions or concerns regarding the issue, please do reply to this email or call me and I would be glad to assist you further.

Regards,
Azam

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From: CA
Sent: Friday, May 07, 2010 05:35
To: Mohammed, Azam
Subject: Re: Regarding Dell Order Number 231428xxx

Azam,

Thank you for responding to my email. I realize that you have been calling me, but the last couple of times I have been busy and could not answer the phone. I am, quite frankly, tired of calling you back, as it takes a long time to reach someone. Every time I call, the call is dropped by the automated system because there is nobody to answer the line. I prefer emailing you as opposed calling back.

I understand that the Studio line is in a different class than the XPS, but please do not patronize me by saying that Dell is out $1239.76. I find it to be insulting that you would try to appease me with a high dollar amount. If I was only interested in the price of the system, I would have stayed with the XPS 16 that was offered. I have been trying to find a suitable replacement to a system that I felt was perfect for me (XPS 13). The main selling point of the XPS 13 was the 13 inch size, and the XPS level of customer service. The process for this return has become a quest to find a new laptop that gave me the same satisfaction that the XPS 13 gave me. This includes the size, quality feel, and performance.

I also do not feel that the "price" of the system has a whole lot to do with the equation. I bought a $847 refurbished system, which actually was beneficial to Dell in terms of profit. I bought a system that would otherwise have been a loss in terms of the account reconciliation. As for the $1239.76, well that number is not accurate to the actual "cost to Dell." It is perfectly feasible to assume that Dell marks up their systems by 30-35% (conservatively). Assuming that it is the lower mark up (in terms to what they pay for the parts), then that would be an actual total of around $805-$870. Include the cost of manufacturing, then we can bump that total to $900-$950 (which is generous, seeing as how the manufacturing is out sourced to countries without a high minimum wage). Now lets factor in the total cost that I am out (not including the $200 worth of size specific accessories). I had to miss work 5 times, for 2 hour windows each time. That translates into $152.50 (taking into account my salary of $15.25 per hour). This does not take into consideration the time I have spend on the phone with Dell's support. It is safe to assume that Dell will be selling the broken XPS 13 on the outlet, or sending out the parts for repairs of other systems. That means they will recoup the cost of that system. Based on these reasonable assumptions, Dell and I will be close to breaking even, price wise.

I am also under the impression that you feel I am being unreasonable, based on your tone with me over the phone and the email that I am responding to. Let me make an analogy that helps you understand how I fell. Lets say the I bought a slightly used BMW 1 series from a dealership that gave me problems from the get-go. Now this car would presumably be very nicely equipped as a base model. Now lets say that the car had to be replaced, but the dealership doesn't have a 1 series, or a car comparable in size. They offer me a new Toyota Camry, with a slightly faster engine and a navigation. The car has a couple of upgrades, but does not have leather seats, sporty looks, or great resale value. Would this be acceptable? I suppose a person can get used to the new car, but it would take time. However, I would never have the same satisfaction that I did with the other car.


Again, I will take the next week or so trying to get used to this system, but it will be hard trying to obtain the excitement that I had when I first received the XPS. In my previous email I was simply telling you my opinion of the new laptop, which you asked for. I was in no way looking for a response about the cost difference between the two systems. I am a relatively intelligent person, and am more than capable of figuring out the price difference without you, once again, making reference to it.
Thank you,

CA

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Dear CA,

This email is with reference to the email that I have received for Order number 231428xxx. We regret that you have felt bad about the facts of the replacement system. Please stay rest assured and use the system for a week, and if you do not like the system I will call back again next Friday to process a full refund, although it is outside 21 days of return policy.

If you have any questions or concerns regarding the issue, please do reply to this email or call me and I would be glad to assist you further.

Regards,
Azam

 

You seem to take offense easily and I'm not sure your retort was really necessarily. To me you come off overly argumentative. If you don't like it, return it, but don't berate the man for comparing MSRPs.

 

I do think OP has a point.. MSRP doesn't mean $hit when you are a company buying parts by the gazillions...

 

1. msrp is meaningless in an exchange discussion. exchanged machines are almost always more expensive than the machine they replace. and they're almost always higher spec/performance. he knows this and is trying to use it against you. don't fall for it and....

2. don't engage dell people in arguments where you tell them how their business is run (this goes for more than just dell). a simple, "it's not that simple and you know that so your comparo is bogus, don't insult me with it" is enough. anything more and it's like a suspect getting questioned without a lawyer - you're not going to talk yourself out of it. i do like the car analogy though.

3. i wouldn't have given up the SSD. they need to meet _each_ spec with 'same of better"; they can't give you a lesser of one thing because they gave you a better in another, e.g. we gave you a faster CPU so you're getting a slower drive. your exchange seems out of the ordinary though...

 

Don't give up OP!

1. The SSD would have been a good issue to press, however it seems a decision has already been made to let you keep your SSD so I think that issue is now dead.
2. I think you have a valid argument with the screen. The screen is not the same or better: it is lesser. So press that your SXPS 1340 had 800p. If your CSR continues that 720p is the max that the Studio 14 offers, then use that against him. Tell him that since 720p is the max for Studio 14, then there (it is pretty clear) should be an alternative solution.
3. I think you should also press that you don't want a refund but wish to work to a resolution that is acceptable to all parties.
4. Are you still stuck with this CSR? I remember our discussion that you were unfortunately locked to a BS CSR and can't randomly call DELL and get different results. <-- that is really unfortunate because I've had at least 6-10 different escalation specialist "take ownership" of my case. Are you absolutely positive you can't get someone else to take ownership and get a fresh start?

from my experience you should let DELL come to the decision to offer another replacement on its own. If you dictate what you want...that has never worked for me. What I do is just passive complaining (not whining mind you) until DELL has no other option but to concede.

I'm not sure how the refund route came up, it never did in my negotiation. I think you should steer away as much as possible from the refund since DELL seems to be thinking "well if ya don't like it I'll just give you your money back" -- NO they need to understand that you don't want your money back you want a system you can bring home to momma.

 

If you were on the other end of the phone conversations you would understand. He was a jerk from the first day I spoke to him because I didn't want the XPS 16.

The refund was first mentioned by Dell. They said if I wasn't happy with the XPS 16 (with the same specs) then I would be getting a refund. Oh, and yes, I am still locked in with this guy. I call someone else and they say they will see what they can do. They hang up, and 2 minutes later this guy calls me back. I think he has taken my case personally.

He told me that the studio 14 does not have the option for ssd or a better screen. I showed him a page on the same site ( the description tab) that shows otherwise. When the system first came out they offered ssd and 900 p screens. I would bet it wouldn't be too hard to get those things. However, he has clearly said that the option was the 14 as it is, or a refund. I had to fight with him just to let me keep the ssd. I do not have the option to argue the equal or better clause... He would just say he will process the refund.

 

Dell really needs to come out with a 13 or 14 inch model on par with the SXPS 13. I recently started a system exchange and was told that I would be given a SXPS 16. I was a little disappointed because I like the form factor of the SXPS 13 and its perfect for my lifestyle as a college student. But since its summer I decided Ill give the SXPS 16 a try. I haven't seen one in person and hope its not to big or heavy. I have seen a studio 14 in person and I hate it, it feels very cheap to me. Good luck with your saga, keep us posted with your results.

 

if you show him a page that contradicts what he's telling you and he refuses to accept what the website says, go over his head and get a new guy to deal with. he just opened the door for you to say "it's personal, he doesn't like me - please give me a new rep, he's giving customers incorrect info, he's a poor representative of the company, he needs to go to training and learn the equipment he's supposed to be supporting, etc..."

don't dell people still put their manager's name in the email sigs? even if not, get his manager's info and go over his head.

isn't there a link for the "executive resolution team" around here somewhere? maybe a search on that term will find it.

 

Thanks for the info.

I also just realized that I can't even install my SSD without voiding the warranty of the Studio 14. I am going to talk to his supervisor on Monday. I am so tired of Dell. I know there are a lot of people how would read this and say that I am sensative, but this email exchange is just a fraction of what I have had to deal with.

 

Yup, see below!

Here you go...this is the list I have passed around!!

Michael Dell
Chairman and CEO
[email protected]
Donald Carty
Vice Chairman and CFO
[email protected]
Ronald Garriques
President, Global Consumer Group
[email protected]
Michael Cannon
President, Global Operations
[email protected]
Mark Jarvis
Senior VP and Chief Marketing Officer
(Dude, You're Getting An Email!)
[email protected]
Lawrence Tu
Senior VP, General Counsel
[email protected]
Susan Sheskey
Senior VP, Chief Information Officer
[email protected]
Andrew Esparza
Senior VP Human Resources
[email protected]
Paul Bell
Senior VP and President, Americas
[email protected]
Stephen Felice
Senior VP and President, Asia
[email protected]

Some may "bounce"... : )
Good luck if you go this route, as you very well should. You don't deserve to be have a "condescending tone" like that from a Rep who is supposed to help you.

Cin...

 

Thanks Cin. I hope to have all of this resolved by next week.

 

Fair enough, I definitely sympathize as someone who has dealt with overseas Dell support in the past. Have to ask tho, why put yourself through all this instead of just getting a refund?

 

Yes, I hope you get that resolve, and the sooner the better for yah ~ Keep us posted! GL!

Cin..

 

I am a college student and having a laptop is important. I am an English major and 75% of my reading is done online (my professors all seem to be favoring PDF files instead of assigning physical texts). The XPS was still functioning (it was replaced because the optical drive could not be fixed). If I got the refund, I would have to wait until Dell issued the money to my account, after they received the system.

Plus, there isn't really a 13" system from another company that screamed to me. I had Macs in the past, but the 13" MBP is sporting old technology.

 

I filed an "Unresolved Issue" report about the fact that a lot of my specs are not the same, and because I don't trust that replacing the SSD would not void my warranty (what the rep from hell told me even though it says it will void my warranty on the SSD). I made it perfectly clear that I did not want to communicate with him anymore, and that I want his name off my case.

Guess who called and e-mailed me today. I didn't answer the call and the email just said to call him back. Wow, I am so annoyed right now. I don't know what I can do to get away from this guy. I really didn't like his tone and attitude before, I can only image it now. It would either be worse, or too nice in an uncomfortable (I hate you on the inside) way. I am just going to call Dell on Monday and demand to be taken care of by a different person.