XPS m1530- "Dell doesn't want to sell me a laptop" story

On Feb. 28th, I placed an order for an m1530. I received it very quickly on March 8. WSXGA+ monitor- immediately noticed the grain and horrible, washed-out looking colors, so I researched online thinking it's probably a driver problem. I found this board, where I read the whole "grainy screen on my m1530" thread.

I ignored it initially, tried to live with it. Then one day, my friend who knows nothing about computers, asked me why the screen looks so messed up- I couldn't take it anymore. So I called up XPS tech support, where the rep agreed to send out a tech with a screen replacement, but he said he couldn't guarantee that it would be an LG panel, as all their monitor service kits come in a package (bull****, the part number was there).

I called tech support again, this time a rep told me that Samsung is the only manufacturer for WSXGA+ screens. He further said that the replacement screen they sent out is indeed a better, newer version of the Samsung, Anyway, when the tech showed up, it turned out to be a Samsung. I let him install it- he was very careful with the laptop and didn't damage anything. After he finished, I noticed that now, apart from all the grain, there was slight backlight bleed at the bottom.

So I called up tech support again. This time the rep straight up told me that they couldn't send out another tech because it would be economically unfeasible to do so. He suggested that I call customer support, return this laptop, and order a new one, making sure to mention that I want the LG.

After speaking to customer support, the rep. transferred me to one of his friends in the sales department, "James". I told him my whole ordeal and that I am only returning the notebook because the screen is sub-par, and I refuse to pay for a product knowing I could get something better for the same price.

He said he would call me back, and he did. He told me he spoke to tech support who confirmed that Samsung monitors were problematic and that LG screens would only be used from now on. So I asked him if he could guarantee me an LG- he said yes.

A few days later, I was unable to check my order status. I called him and he said the order was canceled because someone tried to call me for credit card verification and someone told him that there was no person by my name living there. (They never "called for verification" when I ordered the first time.) Anyway, I told him to order again. He said now I would have to wait 2 days for my credit card to be refunded. 2 days later, I placed the order again. A couple of days later, the order was canceled yet again. I called James, and this time he transferred me to his supervisor. She told me that I would have to call the rep. who I made my first order with (Why?? This was a brand new order with a different credit card).

I called the first rep, who assured me it wasn't a problem. I placed my order with him. A couple days later, I called him for an update. He made me talk to his supervisor, "Sam", who told me that he will guarantee me an LG monitor. However, a few days later, the order was "placed on hold" because the supervisor was trying to make sure the screen was LG. However, no one ever called me, I had to call them.

Yesterday, I called the rep and asked him what's going on. He told me that his supervisor just told him that they need approval for the LG part, because of the more expensive price. I told him that LG is cheaper than Samsung, and he told me that isn't so. He gave me the e-mail of someone he told me could approve the part for me. So I e-mailed that guy "John" and even left him a voice message, but I never received a reply.

Meanwhile, today, I returned my original laptop to UPS. I decided this wasn't worth the trouble, and I MIGHT just re-purchase this laptop later on when this stupid issue was fixed. While I was writing an e-mail to the rep, he called me and told me that John told him that Samsung is the only manufacturer for the m1530. At this point I told him to just cancel the order that was "on hold" and I'll look into the m1530 later down the road. No arguments from his side- just a simple "OK, I'll cancel that order for you".

I'm extremely angry at the situation. Not to mention the fact that on Thursday, I created an "Unresolved issues" request online, and no one called. Same story yesterday.

It seems as if Dell doesn't want to sell me a computer.

 

They don't need us, we need them.

 

That's crazy, but at the same time, it's hard to back off from Dell when they offer you great customization for laptops and upgrades, plus great deals. Like seriously, would you wanna be looking all over Best Buy trying to find the perfect PC that just about everytime seems to be missing something you want, too expensive, or not have what you want?? That some crazy s*** you went through, but don't give up on Dell, if thats not too hard...

 

That's exactly how I feel. But all this headache isn't worth the $1800.

Taking the "Samsung is cheaper than LG" lie to be true, they lost 2k over what? $100? And very bad service. All this could've easily been fixed.

 

http://stockcharts.com/h-sc/ui?s=DELL&p=D&yr=3&mn=0&dy=0&id=p15136761163

 

What up need to do is start dating your emails. Every day that you don't get a call back from a complaint send a new one referring to the old. Send a complaint every day until someone calls you back.

It might seem like it's falling on deaf ears but there is a human being somewhere reading those emails and they'll soon see just how angry you are.

Start talking to people online about your experience and include this in your emails. This is an excellent first start. But you could talk to local tech bloggers and newspaper warning people off Dell.

As a company with no direct face to face customer service (unless you are a big business of course) these stories are absolutely detrimental to Dells business because once a public perception of a product turns negative they have very little leverage to change it. Negative perception equals massive loss of revenue. Look what happened to Microsoft with the Xbox 360, they were forced to go public and create the most ambition (and disastrously expensive) repair policy ever but only after disgruntled people like you got together and started making noise!