dell's attitude today ticked me off

so with the ongoing battle for a good screen a "case manager" calls me today and says i see your system is being replaced.. i said yes i know... okay??? he then says im looking over the notes on your account and see another system was already replaced for you why are we replacing another??? i said number one the other replacement was for a vostro 1500 this is for a inspiron 1520. he then said but i see it was for the same problem i said not the exact problem the other screen had a different issue than this one does.. he said well we are not sure why you are unhappy and maybe we can not make you happy.. i said wtf?? i cant believe you are telling me this.. he said maybe we should just cancel the system and you may be happier looking elsewhere.. i went through the whole story at that point from the very first system.. then he was like well sir if you really want this other system you will have it in 3-5 days.. and then said thank you and hung up the phone..

i simply can not believe dell would call me and suggest i look elsewhere he also stated that there are no known issues with ANY screen they use and they are all perfect and no one has called yet and reported any issues.. and then he says they have hardly receievd and returns on any systems for the lcd screens i was like yeah okay i can show you like a hundred posts of people sending back systems for these screens.. he was rude and obnoxious almost so much so i think i may simply cancel altogether and spend more elsewhere to get what i want... man i am so mad

 

That sucks. If they treated me like that I would be trying to get every one of his supervisors on the phone and rip him to pieces.

Seriously, he has a supervisor or manager and there are other case managers you can speak with. Keep trying until you get one that treats you fair.

 

i had the same problem speaking to CSR online.... i posted my chat but had the thread closed b/c i swore at the CSR (my bad)... called him an ASS.. sorry.. i was frustrated with their lies. Whoever it was told me that ALL their screens were perfect... DELL doesn't make bad screens... and i was like WHAT???? i coudln't believe what he was saying.

 

Dell is a huge company, and like any huge company there is no such thing as a company with "good" CS... it just depends on who you get, some people watch their own butts, or think they are somehow protecting the company by keeping customers from getting what they deserve.

At this point it seems you are at least still getting your replacement laptop so that's a plus, you might want to contact customer care and complain about poor treatment (obviously if you kept your replacement Vostro it IS possible to make you happy), they might compensate you for the occurance.

 

I hope you at least got his name... I would definately report him if possible.

After reading all your posts, zfactor, I'm surprised you've been as patient as you have with Dell. I probably would have given up a long time ago.

 

Damn bloody right.

 

so lets get his address and harass him until he cannot live with himself for what he has done kidding....

 

I'm not sure what the big deal is... I see the Dell reps point of view...

From Dell's perspective it is extremely costly to have customers returning machines. Having higer return counts makes their stocks less attractive and they loose money having to sell the machine at a cheaper rate in the outlet store (if they can sell it at all)...

If you're constantly getting bad screens and you're not beyond the 21 day return period then the question he asked is accurate... Why are you still with Dell? Or are you another person returning everything hoping for an "LG" as you see grains in everything?

 

I'm in complete shock from your account! Again, like everyone else is saying, with so many people in support, there will always be a few rotten apples...

 

trust me if you were in my place you would feel the same... i paid for a system with a good screen and i expect a system with a good screen not a grainy piece of crap and as someone else said i think i have been more than patient and ore than fair with dell through all of this.. i NEEDED this system a while ago and have tried my best to work with them through delays and then replacments. yes i got his name and i have spoke with the dell escalation tem about him.. they assured me this system will be perfect (yeah ill believe that when i see it) and i should see it within another 3 days.. so we'll see what happens at that point i know that i have it documented that i can 150% get a refund if for any reason i am not happy with it for 0$ restocking fees.. so in the meantime i am now back to looking for a backup plan in case this doesnt work out and also if i find something that i think will suit me better ill buy it and cancel with dell.. i have given them all the chance in the world to work this out and was planning on letting them resolve this but man this really ticked me off to the point of just being plain pissed off now..

 

i think it was more the reps attitude than the fact his screen did not work. I would rip that person to pieces and send my notebook bak and go elsewhere.

 

Took me about 15 minutes in a dell chat to get a screen replacement. >_>

 

which dell chat did you use? the tech support one or the customer service one?

 

yes but how many replacements have you had?? this will be system number 5 they are sending me.. the screens have been progressivly worse each time i got a replacement..

 

Seriously... Why don't you buy something from someone else??? The Dell rep was on the right track...

5 replacements man... You're just wasting everyone's time...

 

Didn't notice this post :|...

I'm not saying you're issues with Dell aren't significant or that you're not having issues. What I'm saying is there has to be a cut off point where you either say A.) I'll live with it or B.) I'm taking my money to someone else. In my honest opinion you should be choosing B by now.

What is the reason you haven't purchased something from some other company? My theory is most likely the price, but that is a moot point if you're never using the laptop in the first place. If Dell is consistently giving you crap than you're not saving money with Dell. At the end of the day you're spending more on the Dell than a competing machine with a higher sticker price.

Sounds to me like your best bet is to walk into a Best Buy/Futureshop (depending on where you are) and buy something from them. In that situation you can SEE the screen before you buy it. You won't be wasting Dell's time with constant replacements and they'll get your message loud and clear when they loose the revenue...

 

Yeah... if this were your second or third, you'd have the right to complain. You still do, but at the 5th replacement, it isn't rational to stick with Dell anymore. You say you hate them but you won't let go of them. Like a bad breakup or something.

 

well they gave me significant discounts and the rep i am dealing with ASKED ME TO GIVE THEM the opportunity to make it right i said ok.. the first 2 were vostro 1500's. i was told by escalations to not order the wxga+ due to the fact that he said he knew there were problems with them (which most dell reps try to deny) anyway he said cancel that one and re-order the xga or the wsxga and you will be fine.. i said no due to i would loose the 25% off i had on the vostro.. he said well than cancel and re-order the inspiron with the wsxga i gaurantee you will not have an issue with that screen... he said i can use the 325 off and he would make up the difference to match the price to the original vostro and also credit me the difference for the screen.. i said ok.

so i canceled and re-ordered the inspiron and waited another 3 weeks on top of the time ive already waited which was over a month.. i called to see what the delay was and he said im not sure he then gave me another credit back of 200$...

i get the first inspiron with the sec3350 and it looks like total crap which IM SURE MOST EVERYONE HERE WILL AGREE WITH.. called them the assured me id get the lg screen this time no problems.. got the second one SAME SCREEN ... LOOKED THE SAME AS THE FIRST ONE.. i call and now speak to escalations whom i should have dealt with again to begin with.. he says he can call the manufacturing warehouse to make sure they use the lfpl300 screen this time.. he put me on hold and says okay i took care of it and you should get the screen you want... this is the system i am waiting to come now.. im hoping it will be as he said and promised it will be BUT THIS IS IT.. im done after this trust me i dont want to waste anyones time but i will not accept the sec3350 as im sure all of the others who have had to return them will not either.. i gave him one more chance since he (escalations) called me back and asked me to and apologized for me not getting the lg the second time.. i thought okay since he was handling it in this manner ill let him try to take care of it..

then out of the blue this guy today who IN UNDER escalations in rank calls me and is a jerk about the whole deal.. i call escalations back and they apologize greatly and tell me to please yes they said please.. let them make sure this problems is resolved to my satisfaction.. the whole reason i let them send me the inspiron over the vostro in the first place.. hope this sheds some light for you all im not trying to be a pain in the a@s trust me ive waitied long enough i do feel bad after he tried his best to help me in the situation to call and simply cancel but that will happen if i get another sec3350 no questions asked..

 

Glad to hear that you'll finally cancel if this isn't a good screen... Only makes sense... You don't keep saying OK when AOL says they'll drop the price for internet you're not using, so the same should occur here...

I'm not sure I agree with you about the SEC3350... That is the screen in my current i1520 and it is PERFECT in every way. It looks better than the LG in my old i5160 and I'm keeping mine. Are you sure you're seeing graininess and not just shopping for an LG screen? From what I can tell though there is no "PERFECT" LCD maker. Many people with LGs on this forum have also sent them in...

 

hey, zfactor. i am right there with you. this whole thing has been a huge pain in the ass for me as well. dell called me today- i wasn't near my cell so i didn't get the call. i wonder if they were doing the same thing to me? they have been screwing me over as well, pushing the date back time after time. i think dell is just getting a lot of complaints/returns for their ****ty LCDs and is trying to do damage control. why they downgraded their LCDs from the 1505 is totally beyond me. good luck, my man.

 

lol no i know what grain is.. i also have calibration tools here including colorpro, Monaco Optix XR colorimeter and Monaco Optix XR Pro software and none of them could make that screen look good or even acceptable imo maybe you got a good one im not saying every single sec3350 is bad but the 2 i got were terrible... imo i dont care what screen i get personally as long as it looks they way it should.. i know lcd's i used to repair electronics including tv's...

also to add a freind of mine uses the GretagMacbeth colorimeter and said he could not make this screen look good either he lives out on the other coast and called me after knowing i recieved 2 of the sec3350's already to tell me how his luck was..

back to the whole reason for this post is the fact that the rep CALLED ME and was rude and obnoxious, maybe if i called them and got mad or upset with them while on the phone i could see them being this way but you dont call a potential future customer (we HONESTLY need 7-8 more laptops for our business and trust me dell will not get that business now and ive made that very clear to them) and give them all this trouble.. if they want to make it a issue cancel my order then call me and say we had to cancel your order.. i mean wtf.. this post is about the cs support they are providing not me having to get multiple systems to get a good one

 

a lot depends on the resolution and whether you use matte or glossy.

 

Well that's just plain idiotic. What will cussing at a CSR do? It's not like it's his fault, and it's not like they'll automatically give you a perfect screen if you scream at them or something. The guy was just trying to help you, so what you did was totally uncalled for.

In this case, though, this guy's out of line. He has no right to tell you to "look elsewhere." Report him or something.

 

^^^ exactly and even though i have got pretty upset and yes i even raised my voice on occasion i NEVER ONCE disrespected any of the reps whatsoever.. i was very willing to work with them and very willing before the first inspiron shipped to simply take a refund at that point.. but due to the fact that i was nicely asked by escalations to allow them to make this right i said okay.. so far they have not.. now this is not specifically their fault and i know this and i make them aware of this when i call in.. but they DID TELL ME THEY SPOKE WITH THE RIGHT PEOPLE to get me the lfpl300..

and in which case i get that screen and it sucks or has lines or another issue i will feel like a total a@s and tell them to simply swap just the screen under warr and be done.. then it will be my fault for demanding a particular screen.. i am a more than fair person.. but when the wifes 400$ toshiba's have better screens something is wrong...

 

I don't see that zfactor did anything wrong and his point is legit, regardless of circumstances it is never the place of them to call you and try to pawn you off on someone else becuase of their failures.

Now I wouldn't blame someone for simply getting a refund and going to some other brand, but I also don't blame someone for holding a company liable up to their promise.

For instance I am on number 3 and it's still grainy... I am outside the refund window but could probably still push for it but I am more interested in getting what Dell offered to sell (A vostro without any faulty parts) and further more I just plain don't like the idea of a company using cheap parts and just shooing people away when they are caught on it.

To me it's just offensive. If Dell wants to use low quality parts, make up excuses and lies and then I have no problem with anyone riding them until they make it right. And if it hits their stock prices... guess what... it should! Are you really saying a company should be allowed to treat it's customers poorly, let their stocks go up when the customer is too ignorant to complain and then simply get rid of the ones who would rightfully make Dell pay for their own poor decisions?

 

^^^ another well put point.. i can say if you really wanted a refund you could get one.. i know i can they have already offered it.. so you decide..

 

Zfactor i m with u pal.... It is DELL's responsibility to satisfy the customers.... When you ask for a replacement it should really be a replacement in the sense it should solve the problem/defect and should not be merely another one with the same problem/defect.... Doing like this 4 times will not make DELL a good company since they are sending merely name-sake replacements.....

And that another guy calling you and asking to cancel your order was a foolish and harsh thing to do by DELL.... If you ask me they have no right to talk to the customer like that....

 

All of this just goes to show everyone how Dell RESPECTS its customers and where they are going as a business! I have been a Dell customer for the last 10 years or so and after my recent experience I will never deal with them again.

 

Well, zfactor, you've convinced me to return my 1520 for refund while I'm still within the 21 day period rather than getting a replacement system. Apparently if I want the option of getting my money back I need to do it now. From what I've read in this forum the chance of getting a good screen on a 15" Dell is somewhere less than 20%.

I may try ordering a 1720 after I get my refund. People with 1720's seem more satisfied with the screens on the 1720's. I lose a little portability, but I gain a number pad and hopefully a better screen. Unfortunately I won't have the $450 in coupons and upgrades and the tax free weekend bonus. I wish I'd known to order a 1720 to start with.

One Dell rep said my money would be refunded within 2 weeks, but another said 34 days, so who knows?

 

^^^ I SOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO AGREE I WISH I ORDERED A 1720 TO START WITH .. at the prices they are at now no way there are better/cheaper options for a 17" system out there imo... now if they would throw that coupon back out there id cancel and re-order.. i may still request a refund and wait for another coupon we'll see.. but yeah do it before the 21 days is up DEF...

 

Just out of curiosity how much was that coupon for?

 

well the first one i used was a business mystery one which was 25% off the vostro but i ended up cancelling and re-ordering a inspiron due to my 21 days almost being up and i was not getting stuck with a crap screen.. the inspiron was 325$ off..anything over 1299 total. but i also ended up getting 450$ on top of that through escalations so i got such a killer deal i am trying to work with dell and get a good screen so i dont loose all the discounts.. but i may have to

 

what if you take some of that money dell has offered you, get the in-home, complete care package, that way they send techs directly to YOU, rather than you having to send the machine back....

then you can chat with the tech, and if it's grainy when he replaces it, he can do the legwork of requesting a new screen...

is that viable? not even sure if that's an option

 

Yeah that's the option I would go with... I am on replacement number 3 coming in the next week or so and if that's no good I am not asking escalations to give me free in home service.

 

yeah that may be a good idea.. ill have to ask about that..

 

Whoa Whoa Whoa

I got the sec3350 Screen (SXGA+) and it is unquestionably the best screen I have seen. It is beautiful. There is a small amount of light leakage from the bottom, in dark rooms, with all black screens, but it isnt an issue. There isnt any "graininess", the colors are sharp - who is convincing you that an LG screen would be better? You are the first person I've seen to complain about the SEC3350. Most people complain about the AUO screen and hope to get the SEC screen.

 

I think the WXGA+ screens are the ones that most people are having problems with.

 

Mine was a SEC3350 and it was awful.
Yellowish, dull colors, rotten viewing angles.
I tried to watch a movie on it and the colors made me ill.

There may be some good WSXGA+ screens, but I sure didn't get one.

I'm sure there are problems with the WXGA+ screens too, but those aren't the only bad ones.

 

umm no there are TONS of people here and in other forums complaining about the sec3350 ... maybe i got a bad one but to get 2 bad ones??? cant say for sure but imo that was the worst screen i ever saw.. and YOU are probably the only person i have seen say they love that screen.. lol... either way i could not stand it

arghhhhhhhh dells server says its down... my new system shipped today and they say they used the lfpl300 xk309 in it when they called me!!!!!!! man i hope so... but i cant check the stinking page is down...

 

i agree with mytjlyr(did i spell that right?too lazy too check).the SEC screen i got is SO beatiful.it has no grainyness, and i love it!

 

You've got a 1720, Manu251125.
It's different with the 1720.

That's why I'm returning my 1520 and planning on buying a 1720 when I get my money back.