Remote Control, Laptop Bag, Customer Service that kills me - oh my! - Update

Well, I complained about the situation directly to Lionel Menchaca, Digital Media Manager, via his blog, and I got a phone call today from a supervisor that had mentioned the laptop bag to me a week ago. She told me they would ship the bag to me once the laptop was shipped and also told me to give her all info on the remote so it could be shipped properly to me as well.

I have no doubt I'll get the bag now, but the remote is still in question since it is unable to be found internally by 99% of all agents, and is not on the website. So we will see. I will update this thread once I get more info (aka around Aug 1st, since my laptop will ship then)

Just wanted to give you all a heads up.

 

I was going to ask for the laptop bag... but I think i am pushing it. When I called for the credit for the 8600M GT. They said we already credited you for the remote. That's basically saying we gave you too much credit already, but I still got the Compensation.

 

I'm just tired. I've talked or chatted with Dell, easily about 35 hours last week. So I'm done with it. I just want the laptop at this point. That's bad when they make you just give up totally.

Hopefully this can change my opinion though if it all works out.

 

Your not the only one, I have spent about 25 hours with about 30 different reps, so I feel your pain. I have given up to, hopefully when their system updates around Thursday sometime they will have this issue resolved.

I have about three ongoing emails and have sent a complaint into the direct2dell blog. Maybe one day Dell will get this issue underhand, if not I will be remoteless (If that is a word...).

If anything changes I will also let you guys know,

 

I'm with ya brother. have put in an unreal amount of time trying to resolve the remote issue. It's like I got penalized for ordering early before they got their act together and properly added it to the config options!

What info did you give her in this regard- part # 412-0961?

As near as I can tell, that should be correct. They keep telling me the only way that can be ordered is as part of a whole new system.

ARrrrrrrrrghh!!!!

 

I gave her the Part # 412-0961. I gave her the link to the resource on the website where it shows the picture of the remote. I gave her the exact name of the remote per their website. I gave her an order # of someone showing the remote included in the invoice. You would think all of that would help.

 

The remote control is $29, why is everyone asking for it for free?

Also - what is the laptop bag for? I must have missed why everyone is getting that free as well.

 

lol- Spoken from someone who obviously hasn't tried to get one!

Try it... it CAN'T be done! I'd give them DOUBLE the freakin price just to have it sent to me and be done with it, but they simply can't send you one.

 

Remote is only $15 when bought with a laptop. It is not on the website whatsoever. You cannot order it off the website by itself. It is only bundled with the new laptop you purchase if you select it. We are not looking for the bluetooth remote, or the big TV style Media Center 2005 remote, but one that fits specifically in the expresscard slot of the Inspirion. It does not use the Expresscard except to hold it.

 

I didn't try when I bought mine, and the Dell online store is currently not working. Does it throw up the "Vista not compatible" thing every time?

Still wondering about the bag though! I'd love a free bag.

OK but why should it be free?

 

It should be free to us that bought before it was on the website anywhere, and due to many reviews showing remotes with the systems.

 

In my case, because the Rep specifically told me it would be included with my PC when shipped and when my Inspiron arrived- no remote. The point is, they claim they can't send you a remote for free, $15 or $1500 so I'm left with a brand new, incomplete 1720.

Incredibly poor service!

 

Gotcha! I wasn't defending Dell, I just missed the whole drama.

But still why are people getting free messenger bags?

 

For complaining about the remote..than dell saying "we cannot give you one"..I said ok..can you give me a free notebook sleeve then? you were going to give me a $50 remote..how about a belkin bag? bam, ordered.

 

to compensate for their utter incompetence in not being able to send a remote and misrepresentation of the 8600GT video card (although I haven't chased them on that issue).

 

Now it makes sense, thanks.

 

i agree with people for wanting the remote and compensation for the ddr2/ddr3 thing, and i could be convinced into a faster delivery, but the free bag, come on! People are just trying to milk dell for all they're worth and i think its just getting stupid now.

 

Yes!!! I Got My Remote Today And It Was The Wrong One!! And I Am Getting The Express Remote For Free Too!!!

 

Whaaa?? Hurray, you got the wrong remote? Lemme guess, they send you the 412-0781, right?

That'll make a great paperweight!

So what are they sending you now??

 

Actually I am getting the laptop bag due to having to talk to 3 sales agents to place an order, the one I placed the order with never responding to me over the course of the week. It has nothing to do with the remote at all. Dell treated me like crap just in trying to buy a laptop.

 

They sent me the 412-0781 remote (Full Size Remote). I called in and asked about the express slot and I asked is there anyway I can get it for free. They said they'll send that one too when my laptop comes (Because I already got something free).

2 remotes for free!!!! Another thing to scratch off my signature.

 

Don't celebrate just yet dude- how do you know the new one is the right one? Did you get them to order the 412-0961? Can you post it here?

 

It will be the 0961. They will call me again when I receive my laptop to help me get the remote. Even if it is not.... ANOTHER EBAY REMOTE!!!!

 

Ha! I like your attitude, so KUDO's to you!

The thing is, they told me the SAME thing- if I didn't get the remote shipped with the 1720 in my case, they'd place another order. But when they do, that part number comes up but as a part of a 'bundle' so (according to them), it'll just stay in the system for eternity or until it's canceled and not ship.

The hysterical part is, you know there's a whole freakin bin of these things sitting on the assembly floor. Yet, this is an act of God to make it happen.

THIS, my friends is why America can't compete overseas. Even when we have a superior product, inane bureaucracy, red tape and good old fashioned stupidity get in the way...

too funny!

 

LOL i never thought of that, but i dont doubt it for one second!

 

Welp, Lionel has been a godsend. If only all companies had blogs.

 

Did he hook you up? If so, pleeeeeeze tell.

 

Didn't hook me up. Just got someone to call me who said they'd hook me up. However, since he knows about my issue personally, i'm sure he'll help me out.

 

For those of you saying that you can't even buy the remote, you can buy a generic bluetooth expresscard remote elsewhere:

http://www.jr.com/JRProductPage.process?Product_Id=4148309&JRSource=googlebase.datafeed.ILK+VP6600

I realize of course, it's better if you can get Dell to give you a remote for free.

 

belkin sells them for cheap dell is riping you off if it not free

 

we dont want the bluetooth remote, the bluetooth has always been an option to buy, its the IR remote that we're mad about.

 

Hm. So how is it you know if you're getting a remote or not? I looked everywhere for the Bluetooth Expresscard remote when I was configuring my 1420 online on Saturday. I didn't see anything about it anywhere, so I just sort of assumed one was silently included.

 

How could they include a bluetooth remote if the laptop doesn't come with bluetooth by default?

IR is not Bluetooth

 

they include IR remote, not BT

 

Well I've tried searching by part # for 412-0961 and nothing comes up. The Dell CSR I just spoke with had no idea about it and could only find the bluetooth remote for the laptop. He said he'd research it more and get back to me along with an update about my 1420 order. I'm not holding out hope for this remote thing, but if anyone has confirmed success getting one, we'll all be glad to hear about it.

As for the free messenger bag, although the idea is a nice one I really don't see how you could milk Dell for it. I do like the idea of free stuff and compensation, but I'm beginning to think that all these hiccups with the new Inspiron line will be a net negative for Dell in the coming months. However I have hope that Dell can pull itself out of the slump it's in and recover from the negative publicity it has garnered recently. I did receive a $100 credit for my order and am trying to figure out which way it could best be spent. Upgrade my 3Yr in home warranty to Complete Care (although I have received differing info from CSR's regarding whether this could be done or not), or purchase a messenger bag and something else - though not sure what.

But hey, a free messenger bag would be great if there were a sure-fire way of securing one. On second thought, computer companies should be ashamed not including a bag with your order - doesn't Asus throw one in with all their laptops?

 

Well a 100 dollar credit sounds like a worse thing that a free laptop bag. At least pricing wise, you got the better deal.

 

How come only my Dell Rep confirmed 412-0961?

I think it's because I am awesome.

 

I got my big hurky TV sized Media Center Remote about an hour ago.

Wonder if it'll even work with Vista- think not. Being that the Rep advised it would definitely store in the media card slot, I guess I should repeatedly attempt to jam in the slot until it fits- cuz the Rep must know what's he's talking about.... right??

too funny

 

Then if you break your laptop by jamming the new remote in, perhaps they'll send you a brand new Inspiron with the right remote included.

 

Hey Andy. That one only works with Media Center 2005. I have one at my house that's broke, so actually this retarded one they sent me instead of the expresscard remote helps, cuz I can now use it for my desktop hah.

 

Good deal. Mine came void of any instructions or software. I googled trying to find a download for 'Media Center Remote 2005' but didn't come up with anything. I imagine yours came with some sort of installation disk or driver right?

Dell might well as have shipped me a brick- at least I'd be able to do something with that...

 

No install disk needed.
Plug the IR port into USB. It should find it no problem. Put battery in remote. Open up Media Center 2005, and it works.

you might have to set it up via Media Center 2005 but mine works easy peasy.

 

yeah, that's what I apparently don't have- Media Center 2005. I have XP on my work Latitude, but not that software I guess, unless it's hiding somewhere in one of the Program subfolders...