Attention m11x refurbished buyers

Hello everyone. I'm not sure if people know this but the refurbished alienware m11x is suppose to come with the Alienware Tactx Keyboard separately. If you didn't receive it, make sure you check your email for the email dell sent you saying "order acknowledged". If the order has Alienware Tactx Keyboard listed, it is a separate keyboard! The customer service rep told me at first that it is not a separate keyboard but when I pushed the subject, they admitted that it is indeed a separate keyboard and is sending me the keyboard overnight. Make sure you push the issue! It took me a while to get them to do their job and find out what the real deal is instead of just telling me "its not a separate keyboard" The keyboard itself is worth 100 bucks so you should definitely get your money's worth.

 

What a tease!

 

Lol. Dell screwed up big time for me regarding the TactX keyboard! Had to call them about 5 times over a span of 2 weeks. So much complications.

Finally, I'm typing this from the TactX keyboard as per my order details.

 

I have this problem too, it's not listed on my order confirmation but it was there when i selected the specific m11x w/ alienware tactx keyboard. Told me I should wait until i receive the package to confirm it first. I have a good feeling that it won't be in the package though otherwise it'd be listed in the shipping manifest right.

 

I used the "missing" Tactx keyboard to get a credit instead. I don't need an extra keyboard.

 

Wow, I just noticed the TactX on my order confirmation. I never received one!

I just emailed Dell's claims.

 

I talked to Dell over the phone, and this is basically what I learned from the experience:

http://reviewstash.com/viewtopic.php?pid=3521#p3521

 

Sweet, I can use the credit to get that extra power brick I have been wanting

 

it's not in here is it..

 

This will be the last time I purchase from Alienware/Dell.

While it seems the majority have had great success in obtaining your Alienware TactX Keyboard -- I on the other hand, have not.

In fact, I spent countless hours with Alienware/Dell and have been given the runaround by this horrendous outsourced company.

After following the steps many of you have listed, Dell acknowledged that I was missing a keyboard and offered to ship the TactX to me. However, the next day I checked my dell account page and noticed that they were sending me a standard Dell SmartCard Keyboard (Product ID: 330-2904)!

I made the call to ask them to change this error, except they continued to acknowledge that this was infact the right keyboard. My last call, Dell told me that I shouldn't even have gotten the keyboard in the first place!

I even sent them my Order Detail email in which it specifically lists the "Alienware TactX Keyboard" as part of my order. In response, Dell stated that because this was NOT a physical copy, I could have easily altered the email confirmation and that they do not hold it credible. Are you kidding me?

Is there anything I can do or am I stuck in a bad situation? Your help is appreciated.

-Michael

 

At least yours is listed in your order confirmation. Mine isn't even listed due to the chat agent csr that processed my order must have overlooked it, making my argument for this much tougher.

However, for your case, I'm sure they have that order detail email archived in their sent box, as well as it should show in the system that it's indeed an alienware tactx keyboard.


UPDATE: after sending in my documentation to US Dell Customer Care, 4 phone calls, 2 online chat sessions. It's resolved. Had a dell rep call me on my cellphone as well as email me apologizing and told me that my replacement alienware tactx keybaord is being sent at no charge via next day shipping.

Just be persistent, i know i was!

 

Dang, I had to argue with them to get it. They must of put me on hold 5 or 6 times and took 22 minutes. He kept saying "you received the keyboard built into the laptop right? That is the only keyboard I see on this order, just that one." I had to really push to get it. They are sending it out overnight to me

 

I ordered one through a dell outlet ( a refurbished one ) was I supposed to get a Tactx keyboard?

 

If it says in the description. They used to have it but have since removed it, as of a few weeks back.

 

Well, after I read this forum I call inmediately to Dell to claim my missing TactX Keyboard, but the supervisor (Victor Alfa ID: 140796) just blew me off arguing that I only had 21 days after I received my order to claim the keyboard. What do u think guys?
But I mean what does the warranty stand for, right? What I can see is that Dell never intended to deliver the keyboard in the first place and second they are ripping consumers money. Last time I buy from Dell.

 

Did you know it was included in your order before reading these forums? And, if so, why didn't you call earlier to claim it?

It seems like Dell accidentally listed the Tactx keyboard with m11x refurbs, but they honored the mistake and sent them to people who called. If you were only calling because you wanted a free keyboard and didn't even know about it until reading these forums, then I'd have to side with the Dell rep on this one...

 

Agreed. Unless your invoice shows it, then you are out of luck. As for the warranty, it has nothing to do with this.