Vostro 1710 - great notebook with the worst support

Hi All,

Finally, I have received my Vostro 1710 (delivery took about 10 days). Here is the spec:
17 " Widescreen WUXGA (1920X1200)
T9300 (2.5GHz/ 800 FSB/ 6MB Cache)
4Gb RAM, DVD-RW, 640GB HDD (320+320)
Bluetooth, 256MB NVIDIA® GeForce® 8600M GS, Intel(R) 4965AGN Wireless-N Mini-Card, 1.3 mega pixel webcam, winxp sp2
Price: US$1633 including a Bluetooth mouse (exchange rate from AU$)

I was lucky to get a perfect LCD (LPL) with no dead pixels. To summarize, it is a great notebook, one of the best I have ever had. A strong build quality, damn fast and simply elegant.

However, admitting that the machine is excellent, I have to tell you guys that the DELL services here in Australia are simply nightmare. Just look at this:

1) After I placed an order Dell in Malaysia cancelled the order by mistake and it was resubmitted (not a big deal though).
2) In four days as I got the notebook, one of the keyboard key plastic covers flew out from its base; and I called Dell to replace the keyboard.

Here comes the real nightmare clearly showing how Dell has screwed up its services and customer support worldwide. The notebook is under 1-day on-site warranty, so an engineer from Dell was supposed to come to my place to replace the keyboard. The technician, who could hardly speak English, showed up in the evening. Having removed a few screws, he realized that he has absolutely no clue how to disassemble the hinges and replace the keyboard. So, the guy asked me to use the Internet to find the answers in the Dell knowledgebase. OK, I tried to keep patience as long as I could just to see what happens next. He removed a few more screws and started bending the hinge cover pushing his thumbs to the LCD as leverage.

When I realized that in a few moments something should crack, either the screen or the plastic casing, I had to stop this sadistic exercise suggesting the guy to leave asap. I called Dell and described them the situation. They promised to send another “highly qualified technician” tomorrow to replace the keyboard and the newly damaged parts as well. Let’s see what tomorrow brings.

The problem here is quite obvious. Dell had closed their own support in Australia (as far as I know in many European countries also) and outsourced everything to the cheap 3rd parties (the cheapest and the worst!). Those 3rd parties, in turn, outsource services to individuals, part-time students etc. Finally, we are getting such a mess.

 

Ah another great service experience! I too had delivery issues with my Vostro.
I see you ordered the GS card, b etter check you got the right one and while you're at it, check all other specs in the machine are as you ordered.

That is unbelievable that they sent a person out who has no idea.
We all need to stand up and let the world know how crap Dell support and service is. Just unbelievable.

 

256MB NVIDIA® GeForce® 8400M GS is the only option for Vostro 1710 (top scale config).

You know, it is not about Dell itself. It is a huge philosophical question: what will happen with the Western civilization, if greedy companies outsource everything to the developing countries? the only result we all see is degrading service quality and weak people, who are not ready to manage what they've got

 

No it wasnt the only option for the 1710 because i ordered it with the GT card, as my order states and as my invoice states and as the Dell site stated at the time of my order a couple of weeks ago. They were giving the GT as a free upgrade. At no time did I order the GS yet that is what is in my notebook.

Yes it is about dell as a company. Every company has a choice whether to outsource every facet of their business to 3rd world countries. Dell has chosen to do that with serious consequences. There are still big companies who have not outsourced in such a way or if they have, at least have actually trained their staff unlike Dell who seem to have plucked anyone off the street and given them a job dealing with people who are spending thousands of dollars.

I receive better service from companies I've spent $20 with and that is inexcusable on the part of Dell.

 

Yes, you are right, just noticed: I ordered GT, but they installed GS

 

another one!

 

have you managed to replace the card?

 

Have you tried calling dell up so they can send you the correct card?

 

Tell them you want a new screen, too, because he was pushing on it.

 

The worst I had with Dell was scheduling a pickup with DHL. I waited all day for the guy and when I went outside, there was a DHL slip ... but I never saw a DHL Guy.

I do have to say that they did good when my HD failed. Called Sunday morning about my HD on the way out. I got a new one on Tuesday.