Very nice DELL customer service

I recently recieved my Dell m1530 (product) RED, and sadly it had i little dent:

I called customer service and explained where it was located, and she told me to send some pictures to see. She then (before i sendt the pictures) told me she had ordered a brand new system with same specs, and it would be delivered in a weeks time or so. Maybe they should beam her over to Alienware?

Im pretty happy with the system, it runs all my games on low/medium/high custom settings in 1440*900, but i really hate the mouse pad.
Keys are exelent imo, and speakers are ok in games but music sounds "thin".
Im scoring 4356 in 3dmark06 running vista ultimate.

Specs:
t9300 2.5 penryn.
7200 200gig.
1440*900 (no idea what brand and dont know how to figure it out)
2 gig ram
m8600gt

 

If you want to see the dent please tell me how to post pictures lol

 

go to the buy sell portion of the forum... there is a guide on how to post pictures.

 

why would they beam her over to Alienware, we want her here to look after the Dell customers =P though i suppose AW could stand to take a few notes.. always good to see companies taking care of consumers -after- they've made the sale.

if you want to post a picture, i suggest uploading the picture to a picture storage site ( e.g, photo bucket), then put the address (e.g, http://www.photobucket.com/13019/exmaple.jpg) in between the , or perhaps just post the basic address

(that was just an example of how to put it, that isn't a real address / link)

 

Glad to hear that Dell still cares for some (not ALL) of their customers.

My M1530 came with a crappy Samsung screen, a non-functioning fingerprint scanner, a corner of the memory bay cover sticking up, the LCD bezel loose in two places and the palmrest not properly mated to the hard drive bezel.

* I was given the runaround by the first tech I called who demanded that I run diagnostics to get an error code when all the problems were fit-and-finish related or not covered under diags.

* When I e-mailed the Unresolved Issues dept. with my results and the problems I was having I got no response.

* When I tried an online chat, I had a tech lie to me and claim that all LCD panels look grainy. When I politely called him out, he terminated the chat, leaving me with no resolution when he said he would send a tech with parts.

* I sent another e-mail to Unresolved Issues detailing the latest brush-off. All case, chat ID, and e-mail confirm codes were provided. As usual, still no response.

* Called XPS support again and the tech said with all the problems I've had, it'd be best to return it and start over. When they transferred me to returns, the guy offered an exchange and told me it would be 7-10 business days until I receive whatever it is they choose to send.

In the two days since my last communication, I have yet to receive a single acknowledgment for any of my problems, questions, queries or complaints. Not one. When I've had problems in the past with Dell store purchases, they have generally been quite helpful and generous with make-goods and whatnot, this time they have aggressively gone out of their way to provide poor quality and even worse service. I am thisfrakkingclose to becoming a sworn enemy of Dell and dedicating my life to bringing them down. I am that PO'ed!

 

I'm so glad to hear this. I've ordered my first Dell this week after 3 different problems with HP. Did she speak English or did you have to repeat yourself 10 times for her to get it?

 

I think your first mistake was to contact technical support instead of customer support for the cosmetic issues that you had with your system. When the tech support agent finally sent you over to returns then you got put in touch with a customer support agent. If he/she promised you an exchange, they should have provided you with a case number. Call customer support again, and ask to speak with a "resolution specialist" (these guys are L2 customer service folks). The agent may then ask you for a case number, and provide them the case number relating to the exchange. That should solve your issues for you.

Good Luck!

 

I called tech support because of the screen and the broken biometric gizmo. I had a case number from the original call and I referenced it in all subsequent attempts to communicate. All anyone has to do is look up all the supplied reference/case numbers and read my notes to know what has (not) happened with my problems. The OP got wonderful service for a miniscule ding in his laptop while my laundry list of problems - this unit should never have been sold as anything but a scratch-and-dent item - have met with nothing but stony silence and abysmal non-service. I shouldn't have to guess which support group is going to deign to care for their customers. I will give the resolution specialists a call if I have a spare moment to waste. Thanks for the tip. Too bad we have to rely on each on each other to navigate the maze of incompetence on the part of Dell.

 

This thread and the grainy screen thread sum it up...the service is very inconsistent ..even misleading at times... some custs getting fixed up fast and others paying $2k and going through weeks of hell...different reps saying different things...they could at least be on the same page....

 

She spoke Danish And she just offered it right away and asked if i was ok with getting a new system or i wanted to have it picked up for repair.

 

Ive had mixed experience with dell service as well... I recently purchased a Vostro (well a month ago) that had a few fit and finish issues... and the dreaded CPU whine but it had the LG screen so I was hesitant to return it.

Also after I purchased the 2.2 the new peryn 2.5s came out... and I was sent a 30% discount coupon so could have just returned it and got a 2.5 for the same price.

After a month of dealing with various service centers, being hung up on in email (and him putting in that i was sending it in for repairs when i told him there was no point when i could buy another and return it)... they finally resolved my issue.

They sent me a 2.5ghz decked out the same way... didnt have the LG screen but you couldnt tell the difference visibly... now if I can just get the original machine to DHL for return shipment all will be good.

Btw... they did screw up one thing on the replacement... I ordered a vista home premium system and they sent me vista business instead. but i dont ill need media center and shadow copy is handy so ill keep what i got.