My m1530 tech support horror story

If you want a good laugh, this one's for you.

I bought a new m1530 at the beginning of May. Nice unit - 2.2ghz, 4gb ram, 200gb 7200rpm hard drive, wsxga+ screen. When I received it, one of the things that *really* bugged me about it was how hot it gets. Even just surfing the internets, the CPU routinely hits 65C - the bottom of the laptop heats up to over 120F! It was incredibly incomfortable to use.

I'm lazy so it took me a while to call tech support, but the (very pleasant) person I was on the phone with walked me through all the common fixes and it didn't help. In the end, he ordered me a new motherboard and fan assembly, and a technician would be sent to my house to fix it.

That's where it gets good. He was supposed to show up at my house at noon today. I hadn't heard anything until 4:30 and when I get a hold of him, he admits that he forgot about me! No biggie, he makes me his next call and 45 minutes later, she shows up at my house. This guy was just flat out *unprofessional*. He starts of by telling me my notebook is junk and that I should have bougt something from Walmart instead. He then comes in to my house and tells me he has to shut down the notebook. Okay, no problem. Before he shuts it down I had a gmail window open and he's reading over my emails - he even asks me about one of them! I take matters into my own hand and just shut it down myself.

He starts taking apart my computer and all the while he won't stop talking. Mostly about how he doesn't know if he can get it back together and how if it's not working, he's going to leave. He then starts talking about how he scams Dell with their support system and he'll do extra calls or something like that. Anyway, in taking out the parts, I'm sure he broke something. Hell, there were some plastic pieces that snapped out onto the floor.

He puts the thing "back together" after installing the new motherboard and fan and there's screws left over. Now don't get me wrong there were only two and that's probably about what I would do, but Dell pays this guy to know what he's doing! The remote doesn't fit into the slot, so he tries to force it in and ends up breaking off a plastic piece. He tries to fix it by putting it in his mouth and biting it!!! HE PUT PART OF MY COMPUTER IN HIS MOUTH!!!! THERE'S TEETH MARKS ON IT NOW!!!!

I power up the computer and post takes a while but I figure that's because of the new motherboard. Finally get into vista and I fire up the CPU temperature program. 80C. I try to explain that something's wrong with that and he says that the program is probably wrong. He leaves. I go back to look at the computer again and it's 90 degrees. Just as I'm about to shut it off, it shuts itself off (or dies) for me. Won't turn back on now.

I called XPS tech support and explained my story, and all the're willing to do is send me out a box to send the notebok back to them for them to fix. I say that that's unacceptable and would like a new notebook sent to me and I'll ship mine back to them since I don't want to be without for 2 weeks. They can't do that.

If you've managed to read to this point, I have a question. If i call back and ask to speak to a supervisor or someone higher, is there any way I can talk them into sending me a new PC? If not, I'd like *something* out of this, perhaps and extension on my warranty. Is there someone I can call or write to about that?

That's my story. It's been 2 hours since he left my house and I'm just now beginning to calm down. Thanks for listening.

 

Bite marks? 80C and I assume you are at idle? Definately request a new PC.

This guy was just flat out *unprofessional*. He starts of by telling me my notebook is junk and that I should have bougt something from Walmart instead. He starts taking apart my computer and all the while he won't stop talking. He then starts talking about how he scams Dell with their support system and he'll do extra calls or something like that. He tries to fix it by putting it in his mouth and biting it!!!

O_O

 

Are you in Canada or the US? I think it is policy in Canada to have you ship the notebook first. But in the US they will cross-ship. I could be wrong on the Canada part, but I am positive on the US part.

Regardless of where you are at, 100% call back and talk to a supervisor. Absolute worse thing that can happen, is that you will be sending in your laptop. So you have nothing to lose really.

Here is another thing I would do. Find out who this guy worked for. Dell outsources to companies, that in return will outsource to another local company. At least here in Alaska that is what they do. They use Qualex (I think that is the name), which in return outsources to a local computer repair shop. When I had my palmrest replaced, the gentleman was professional. But I knew far more about my tech then he did (he was asking me how to install a driver, ah well). But he ended up scratching the lid to my laptop. I contacted Dell, but also contacted "Qualex" (again, I don't think I have the name exact). But the next day I had the owner of the local company calling me on my cell to apologize.

Not saying that you should get the tech fired. But you should get the tech fired. Think of the next person he is just going to screw over.

 

That is indeed a horror story. Definitely should get a new machine, he ****ing broke it!

 

Personally, I probably would have just told him to leave, before he touched my laptop. Or better yet, called up Dell while he was still there And said "Yeah, I currently have this moron at my house, that you sent to take apart my M1530, I would hand him the phone, but all he can say is "So easy a caveman can do it""

 

Wow, he bit it?! I would definately demand to talk to a higher power of Dell, and request a new laptop, because that is seriously not even right!

 

When the tech replaced mine and it wouldn't charge anymore I called up many times till I got someone who said they will give me a new one. Thats what I am using now. You can get Dell dollars by speaking to customer care and demanding some compensation.

The techs are not employed by Dell but by QualXserve who has a contract with Dell.

 

Haha, sounds like a trained redneck, if that even makes sense.
Wal-mart? Forcing hardware in?

LOL. Sorry about more of the problems you're facing because of the idiot. Did you get his name? Get him fired before he bites any other computers!

 

If I were you I would kick him out of my house and write a report to his supervisor. ooooh thats unbeleivable. of course they should send you a new notebook. don't ship your laptop to them because it's not worth. it's dirty from his mouth

 

Wow, that guy needs fired asap. I wouldn't leave them alone until they to replace yours regardless. If they want to go the cheap route with 3rd party repair support, they still need to be accountable.

 

Yeah, that 80C was at idle, staring at my vista wallaper - the only program running was my CPU temperature monitor.

I'm on hold with XPS support again - I've asked to talk to a manager and he's looking into getting a system replacement approved for me. We'll see what happens.

Hopefully persistance will pay off

 

Ugh. So here's the deal

I spoke to the call center manager (I believe he was a 3rd tier supervisor) and as it turns out, the technician (that bit my computer) is the one that called the dispatcher to have the box replaced. He says that he can't override the dispatcher because even if he did approve a new system for me, it would still have to go through a dispatcher. He gave me his personal extension and said that when the sytem gets back to the service depot, call him back and he can make a decision there to replace my system for me. Unfortunately, we're talking some additional turn around time.

Would it be worth my while to try calling back on Monday? I thought that XPS support was based in the US, but everyone I spoke to today had a Indian accent*. Perhaps only someone that could override the dispatcher (maybe somewhere in the middle of Texas) wouldn't be working until Monday?

*I would like to give them credit though. Every single person I did speak with today was very professional and polite and in fact had a very good command of the English language. Hell, they were probably confused by my southern accent

 

Just call back on Monday. By the "south", you are from the US correct? It does not matter what the dispatcher requested to happen. They can and should just cross-ship you a new system.

Maybe also post this story on the Official Dell forums.

 

LOL, this got me laughing.

Keep trying, and try to ask for an upgrade or two along the way

 

That's what I figured. I'm going to try to call back Monday and hopefully have someone with a little more authority take care of me. And yes, "south" = below the Mason Dixon line and east of the Mississippi

 

hahah nice. Well I am in the most Northern/Western/and Eastern State in the US. Good ol Alaska.

 

You need to contact him & tell his worthless ass that you want to return the lappy for a full refund & you will be ordering from another company.

 

Nah.. XPS Tech support is based in Malaysia.. Dunno about the Customer Support though... Even I have a hard time understanding them sometimes... Of late, though, they seem to have started speaking v e r y slowly, and articulating clearly....

Anyway, back to your problem.. Are you still within the 21 day return window? Even if you are not, what your system's been through, entails you to a replacement. Give them hell if they don't agree to a replacement.

In my own case, I lived through two bad systems, and numerous repairs, got extremely pissed off, and had my 1 year Complete cover upgraded to 1 year Complete Cover + 3 years NBD onsite parts and labour warranty....

 

So I tried calling back again today, and again, they're unwilling to do anything until AFTER Dell's depot sends the notebook back to me. Apparently "they can't exchange a system just because the customer is unhappy".

I even told him that Dell sent someone out to my house to break my computer and then he tells me that Dell isn't responsible, but it's a 3rd party vendor that *I* had come to my house. He says it says so in my contract that the warranty is through a third party and not Dell, therefore Dell isn't responsible for their actions.

I bring up the fact that I don't want this computer because it's been inside someone and he asks what part was put in his mouth. I ask him what part Dell says is acceptable to place in your mouth and he gets angry with me for not answering his question, saying it does matter specifically which part because "some parts are more sensitive than others."

I'm getting completely fed up with this and I think once I get it back, I'm going to put the f*ing thing on ebay. I never want to do business with Dell again. Before I take that step though, is there anyone I can write to about this matter? It's obvious calling the goons on tech support is going to get me nowhere.

 

Well, why don't you just return it, then? And order another.

 

I'm outside of my 21 days. Believe me, I asked if i could just send it back and get my money back.

Here's the thing though - I've got a pretty bitter taste in my mouth right now. Dell sent someone incompetent to my house and they're not standing behind their service contracts very well, IMO. Do I even WANT another Dell?

I've been looking around though and unfortunately, there's not much else that floats my boat.

 

Just keep calling and talking to higher ups. The second you get someone on the phone, ask for a supervisor.

And yes they are responsible for the third party actions. Lets say I was a car dealer service center, and you brought your car to me (under warranty). And then lets say, I diagnosed a transmissions problem and I am not capable of doing that work so I send it over to Jim-Bob's transmission. Now while over at Jim-Bob's he back's his 1994 trans-am into your car and gives you a huge dent. Do you think when you come to me about it, I can just send you over to Jim-Bob and be done with it? No I cannot. I would have to pay for the damages and then deal with Jim-Bob on my own time.

So just because it states it somewhere that Dell uses 3rd party vendors for in house repair. It does not mean they are not responsible. Now of course, they cannot screen some of the morons these 3rd parties use. But that is not your problem, that is theirs.

Also do this on your next call, ask for the 3rd parties vendors phone number. I have it, but it is stored @ my office, which I am not at right now. It is Qual something. Surprisingly when I had a issue, I called this number (got it for something else, Dell was actually awesome about taking care of a moronic on-site tech), and told them my dilemma, they were on it.

 

Wow, and it just gets better...

No matter who I talked to at Dell, they refused to replace my notebook. They would only do the depot service. Fine. I'm tried of arguing with them anyway.

- I get the box on Tuesday night
- I ship it out Wednesday night
- I get a call Thursday afternoon saying they received my laptop
- I get a call at 10AM this morning saying it's been fixed and shipped back

What? They told me it would take 5-7 business days to repair the notebook. Somehow, I very much doubt that they actually fixed it. I look at the tracking number. Keep in mind that I'm at work. The tracking number says it was delivered at 10:08 AM and signed for someone. There's NOBODY HOME! I call DHL to figure out who on earth signed for it.

They told me the driver went door-to-door with my neighbors until they found someone that would sign for the package. The address that they gave is a block down from my house! What's worse is that I know most of the people around me. I checked the HOA directory for the last name of the person that signed for it. There are none in our neighborhood.

I guess I'll find out when I get home, but I'm thinking
1) I have no laptop
2) If i do have a laptop, it's still not working

 

I LOL'd irl

 

WOW MAN! that sucks so much! complain to DHL as well, cause thats illegal to do. the person who signs for the item must be AT YOUR address! gluck man, dell's customer service sucks so much man. I've been trying for a few days to get my express card remote that should have come with my laptop. ITs b een horrible and all i get is transfers to other departments

 

DHL's delivery protocols are nothing short of questionnable. A few years ago, I missed two delivery attempts on a very important parcel from Sony Computer Entertainment of America (Public BETA Program). When I called DHL, they told me they couldn't arrange anymore delivery at the address since it was "illegal" (their word) to try to deliver there again. They even refuse to deliver it my office and said they couldn't find my parent's address in their system (not even attempting the delivery). It took legal pressure from Sony's lawyers for them to deliver the parcel (two weeks late).

 

I have a friend that works as a network engineer for a company that got bought out by DHL. I asked him about this and he told me that DHL flat out sucks. Even though they get free shipping via DHL, whenever they have to order a new server or router or something of that nature the policy in their office is to NEVER use DHL and just take the hit out of their budget. He said that there was usually a 20%-25% chance that they would never recieve it, whle with using FedEx, they've never not received a package. SCARY!

But more about my story - it turns out the person that accepted the package wasn't in the HOA directory because she's a renter. She did tell me that the DHL driver was very rude to her and all but forced her to sign for the package even though she intially refused. I think I should call their corporate office about that - it's flat out unacceptable.

I take the notebook out of the package and it says the fix the fan assembly. Problem is now I boot it up and the fan starts running immediatly (during POST) and never shuts down. It's also a lot louder than it was before. In addition, the tech that they sent to my house broke my remote control pretty bad by jammng it into the slot. I left very specific directions in the box to replace the remote and they didn't do that - i even left the broken remote taped to the piece of paper and theyjust jammed the broken one back in the slot. Finally - I tried watching a DVD and now the drive makes this horrible grinding / whirring noise.

It just won't get better with these clowns!!!!!

 

man you NEED TO SPEAK WITH THE ESCALATIONS DEPT... call up and as much as i hate to say this you need to kinda be a jerk.. refuse any help from anyone and you must be very firm with them. tell them you know 150% they have a escalations dept and that is who you want to speak with.. if you need further info pm me.. ill look and see (i think i tossed it) if i sitll have the escalations phone extension... ive had to deal with escalations before and trust me they will take care of you.. or there is another way but..... shoot me a pm