Is Dell laugthing at you too?

I will tell you my story. I bought and paid a XPS M1330 at the end of July. I was warned I had to wait for 7 weeks, not very pleasent but ok. The computer arrived a few days before. Great, it is beutifull, but it has a HUGE problem I prefer not to talk about. I called the technical service, explain my problem and after 2 minutes waiting they offer me a new one and warned to me to keep it on the box untill they come to pick it up. They would phone me to inform me about the process. I have been unlucky but this could happen.

No phone call at all. I phone them several times but no answer, they would phone me. After a week I phone them in not a very pleasant way (I was angry but correct) and they recognize the process still did not start, just forgot it. They apologize and the next day they send me an email wich contains the swap agreemeny for me to sign it. And it says it is going to take another month (3 months for a computer is totally unaceptable). I phone them for an explanation, I do not understand why I have to be the last in queue when it has been their fault, and Dell´s policy is about a week wait. They tell me it is the only way they can do it and if I want my computer I have to sign the agreement.

I ask for the supervisor and they say he does not speak my language (spanish). When I tells them I speak english and french (CSR is in France) they say THE SUPERVISOR DOES NOT SPEAK WITH CLIENTS. ¡UNBELIEVABLE! ¿Is this the way Dell wants to treat clients? Maybe not, but that´s the way it is.

Why never buy a Dell computer in my life? Due to the lack of power negotiation. If you buy a computer in a shop it has a few clients, but a multinational company has millions and some people in the organization do not care at all about clients satisfaction. In fact they care about clients insatisfacion. If everythings works fine you have no problem but if something goes wrong it can be a nightmare.

What I am going to do now? I think I am going to try to reach Michael Dell to ask him if this is the way he wants to run his company.

 

You'd be aided greatly in your endeavour by a petition testifying to this complete system and support dissatisfaction by those who have also experienced similar if not identical frustrations in dealing with Dell.

Especially if the signatories also included their customer numbers for case/complaint referencing upon submission.

 

Geez... Well I'm just thankful I switched from Dell to Asus; very satisfied now

 

Hey, I've read your other post and it seems that you have a problem with your system vibrating a lot, particularly in the palmrest. I also had a friend who had similar problems. A tech came to his house to have the palmrest replaced, and the vibration was gone. The problem might be with a screw in the palmrest being too tight, which causes the system to be uneven if rested in a flat surface. The tech should be able to fix this by unscrewing and retightening the screws in the palmrest.

Anyway, if you really wanted a replacement, Dell should go ahead and replace your system if you are within the return period, due to factory defects.

 

Email your problem to [email protected]. It worked for me. My original replacement order was weeks pass its original ESD with no status update. After email Mr. Dell, they cancelled my original replacement order the next business day and created a new one for me, which arrived in 7 business days.

Sean

 

ROFL

I'm sure that's Michael's personal address.

 

It seems I am important, there was a meeting in Dell discusing my problem

http://www.youtube.com/watch?v=nfy5BUa_pGA

 

there is no way that is his email address

 

Well it might be possible, just try mailing him it might be the correct one.

 

Did you get the on-site warranty? Maybe you can just have a tech come out and check it out?

 

I also emailed [email protected] and I was phoned cy Customer Care offering me money off my order. Its obviously not his email address but someone up there does monitor it.