Mourin @ Dell Outreach

Hi, My Name is Lorna and I work for Dell. I would like to clarify that Next Business Day actually refers to contact from the onsite technician. Once the remote troubleshooting has been completed, parts are dispatched to the local technician. (Provided parts are available, they may be overnighted). The Technician will contact you the "Next Business Day", after receiving the parts, to schedule an appointment at your convenience. Thank you,
Dell-LornaM

 

Thanks for the clarification.

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I just want to say that my experience with the Dell Latitude D830 and D630 series of laptops has been excellent. On the few occasions I had opportunity to use Dell's service for the laptop (dead HDDs, and a broken hinge), I was treated very well by the Dell Gold Pro Support team. Thank you Dell!

 

Always happy to hear customer satisfaction with our product and support!
Thank you for your feedback!

Mourin@Dell

 

Hi Mourin,

I recently purchased an m6600 from 3Rd party, while I managed to purchase the extra warranty to my name & address but I seemed to have problem with the ownership transfer.

I did 3x online submission + 1 call + 1 email but till today, it's still under the 1st purchaser's name.

Please help

Thanks

Lee
Malaysia

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Hi Lee,

Could you please send me the link you're using to submit the ownership transfer? What were the responses to the methods you tried--did you receive an email, or an ETA on when you'd see the transfer roll over to your name? Also, please fill this short for unresolved issues to note that you've tried multiple methods.

Thanks,
Mourin

 

Ownership-Tag Transfer | Dell

I did not receive any email upon submission nor response from the dell representative that served me.

Will appreciate if you can help

May I PM all the details to you if it helps to speed up the process?

Also, I can't use this https://support.dell.com/support/to...outstanding_issues_care?c=us&cs=19&l=en&s=dhs because I don't have any order or case number pending the transfer


Thanks for the response

Lee

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Yes please email all the details. I sent you my email address in a PM

Thanks,
Mourin

 

Hello Mourin,

I've recently tried to transfer ownership for my Precision m6400. The attempts seem to be failing. According to Dell Canada the tag lists as originating from the states. Since I don't have enough posts yet to message directly. I was hoping you could PM me with your contact info. So I can send you further details to possibly assist.

Thanks,
Richard

 

@ Lorna & Mourin,

Just PM'd you both hoping that you may be able to help me out with the nightmare that is dealing with Dell in respect of a replacement UltraSharp U2711. Hope to hear back from one of you in due course. Regards, Steve.

 

Hey Richard,

I can't PM you until you have a certain number of posts (I think 5). I apologize for not seeing this earlier. Have you tried contacting https://twitter.com/DellCares?

-Mourin@Dell

 

Can't speak for Richard but I am having ZERO joy from tweeting @DellCares. Have been doing so since 12th October and have a couple of DM's and was promised a response Today and STILL have not got one. I did send you and Lorna a PM but I am really getting sick of this now......same name - @steviejones133

 

Hey Steviejones133,

DellCares has been a little backed up but I just checked on your case and it is actively being worked on. I apologize for the delay.

Thanks,
Mourin@Dell

 

Thanks for the reply. Let's hope it's sooner rather than later with the response.

 

What is Dell policy with replacements? I have Precision M4500, and after five failed repairs I finally managed to get my request for replacement approved by Dell Poland. The only problem is that I require an 1600x900 resolution, but I was offered M4600 with 1920x1080, and was told that it's impossible for Dell to offer me a Latitide instead (which has 1600x900 available).

 

Equivalent or better. Since it's a higher resolution, that would be considered better.

 

Agreed. Much better screen. If you require 1600x900 vs. a native resolution of 1920x1080, just adjust the resolution to what you want and then use your GPU control panel to fit/scale to full screen.

 

Yup, they may not have any replacement to offer you with a lower resolution, personally, i'd be happy to get 1920x1080, but things might indeed be small for some.

 

steveiejones133,

The outreach team will be contacting you about an exchange soon

Thanks,
Mourin

 

Thanks. I hope they have listened to what I have been tweeting. +rep for taking the time to update me on the situation. Let's see what they (over at @DellCares) come back with......

 

Hi Mourin, I wonder if you can look into whats being done to solve the problem Ive been having with my Dell XPS L502x laptop.
The laptop keeps cutting to BSOD even after Dell changing the motherboard twice, hard drive once. reinstalling W7, re down-loading all drivers, removing/changing and replacing memory cards.

When I first purchased the laptop I would get approx one or two BSOD occurrences per month, after restarting the machine it worked perfectly so I didn't worry too much about it but in the last three months its become unusable so contacted Dell Support.

Series of events

9/8/12
After approximately 5 hours of troubleshooting with a very helpful tec support person I still had the same problem.

3/9/12
series of support discussions and possible fixes to prevent the constant BSOD, unfortunately there was nothing that could be done via phone so sent the machine away to be fixed. It was returned 2 weeks later and to my surprise and frustration the very same thing happened.

8/10/12
Took a day off work for Dell Engineer to come to my house at 2 pm he arrives 5 hours late to repair laptop, changes motherboard, hard drive then leaves me to download drivers which I do after which the BSOD continues when I opened the first web page.

16/10/12
Change of memory. I received a new memory stick, from Dell in the post but BSOD problem still unsolved. A member of customer support named Vini promised he would phone me to check on the situation but to my dismay and anger no one has bothered and I've heard nothing back from Dell since.

So atm I am left with the feeling that for the last 3 months I have a very expensive alloy and plastic slab sitting on my coffee table with a dell logo on it giving me the finger. As you can imagine I'm fed up and would hope Dell could redeem itself by offering me a replacement machine. I am sick of repairs, sending away phone calls etc.

Thanks in advance for any help you can give Service Request Number: 863591586

 

Hi Mourin,

Sent you another PM rather than posting publicly. Hope you can assist.

Regards,
Steve.

 

Well, it's official. At least from my view point. @DellCares really doesn't care at all. Apart from that, I've been waiting almost a week for Dell to address my problems and rectify them. Just had to Tweet AGAIN as it's been 24 hours since a reply that I was waiting on from Dell. Some guy was supposedly looking into my case but didn't bother to follow up with his proposed course of action regards my warranty.

I've bought Dell & Alienware products and recommended them to MANY people, hundreds on NBR have been helped by me and Dell have benefited from the sales I have generated for them over on my thread here: http://forum.notebookreview.com/ali...-aw-system-accessories-please-contribute.html and bearing that in mind, there is NO mention of Dell doing their best to look after me as a valued customer.

Actually, I get the impression that I am not valued whatsoever - I will take my future business elsewhere, sorry Dell but your warranty practices SUCK. I have pro-actively commended Dell on their warranty in the past on this forum and I have urged many people to purchase as much warranty as they possibly can at time of purchase - believing that Dell warranty was second to none. I have seen many people "taken care of" but when it comes down to me as an individual, I ALWAYS get the shaft and I think a great deal of tht is down to the fact that I am not in the US. Overseas (or EMEA in my case) customers have to suffer extremely poor levels of aftersales support in comparison. I thought tweeting @DellCares would have been a good avenue to pursue to resolve my issues after spending almost a WHOLE day on the phone to EMEA support getting nowhere fast, passed from department to department and back again...no one knew what they were doing.........

After all my terrible experiences with Dell (NINE replacement Alienware laptops in about 2 years) and TWO faulty UltraSharp monitors (one U2410 and the U2711 I am having issues with right now), it's safe to say that I will NEVER buy ANYTHING Dell sell EVER again.

Dell cares? - my backside they do......they just care about extracting the money from my wallet and then not providing adequate warranty after they have had it. The products I have purchased have not been cheap end stuff, they have been top of the range Alienware laptops along with UltraSharp monitors to compliment them. The simple fact that I have had to endure so many replacements since my original order in 2010 only goes to show that the level of quality control for these VERY expensive items is completely non-existent. When I spend £4k on a laptop or £600 on a monitor, I do NOT expect to have the headaches I have had to deal with because of Dell crap QC.

Anyway, apologise for my rant. It is my intention to post a dedicated thread soon about my experiences with Dell and @DellCares for all to see on NBR. Might make for some nice reading for those considering buying Dell products.

 

@Mourin@Dell - Sorry if this feels out of context. I am copying my post from a thread on International Warranty. The thread is here - http://forum.notebookreview.com/showthread.php?t=657775

Well i am in the same dilemma.
I am buying a cert refurb from Dell Outlet online.
I just contacted Dell via chat. The agent told me that i can get the basic warranty transferred to India under my name. Only the basic warranty is transferable and not the advanced warranty.
Now i repeatedly asked the agent that will i be able to get the ownership/warranty transferred even when the same model is not sold by Alienware India and the agent told me that yes i can. Now as you can see in the above case this is not true.
The model in question is the Alienware M18X R2.

Also the Alienware M17X R4 is sold by Dell/Alienware in India but the configuration is not customizable, as in one has to stick with the hardware they are offering.
So in that case if i buy a M17X R4 with a different configuration will or won't I be able to get ownership/warranty transferred to my name and get support here in India.

Some clarification in this regard with be really helpful. Also if you can get me in touch with the International Tag Transfer Team would be really helpful.


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Sent you a PM, Mourin.

 

Hey Swansong,

I'm sorry to hearing about the BSOD issues you're having, I understand that can be very frustrating. It doesn't look like you can PM yet, but when you can, please send me your contact info and service tag so I can ask you for some additional information. Or you can contact @DellCares which may be faster.

Thanks,
Mourin@Dell

 

Another point of clarification on the "Next Business Day" service. If you live in a rural area, service response will take longer. In my case, the fellow usually visits the area once a week, weather conditions permitting.

Therefore, if you are in a rural area, simply don't expect any definition of next day service and you will not be disappointed.

Ironically, the small town where I live has a Dell sales and service store, but can not do warranty work on dell products they do not sell. I have to wait for the Dell warranty to expire before they will touch the machine.

Strange but it is the reality I have to live with.

I learned to keep a spare computer on hand for those, admittedly, rare down times.