Dell Nightmare

Wow Dell, just wow. So I ordered my m11x on black friday, on November 26. I get my package about 2 weeks later and lo and behold, the laptop is damaged. The metal strip below the monitor is all scratched up and the palm rest had black splotches on it. So I call Dell to process a replacement laptop. Which should have taken 9 days. About 5 or 6 days in, my replacement laptop order gets canceled for some reason. I contact Dell again and they don't know why either, they just told me that another replacement order had been started so now I have to wait another 9 days. I just got my replacement laptop today and I wanted to share some pictures with you guys.



When I told the Dell agent I had received a laptop of the wrong color, he told me that Dell probably just ran out of black laptops, so they sent me the silver one instead. I'm sorry, but this just completely baffles me. If I order a black laptop, why the hell would you send me a silver one? Words fail me at this point.

Oh, and that' not all. Here's some pictures of the new laptop.




Yes, they sent me another damaged laptop to replace my damaged laptop. If I told you I was furious right now, it would be an understatement. I hope none of you guys ever have to deal with like this.

 

That strip between the keyboard and screen (where the wireless LED is) is covered in protective plastic that looks jacked up. If you peel it off, it isn't damaged underneath...

 

Yeah, the air bubbles beneath the plastic should make it obvious. For the record there are only two areas with protective plastic: the strip flanking the alien head, and the battery meter on the laptop's bottom.

 

Yep, that's it


The plastic film cover exists in two pieces, split in the middle by the power button

 

omg....I feel like a retard....but I guess I still have to return this. I still want a black one..although the silver one doesn't smudge as much...

 

Yeah, sending a silver when you ordered a black makes no sense.

 

The black mate finish is awesome, not smudges, no tiny scratches, or its reflective...

 

From your pictures of the original, it looks like you never took off the protective film from the strip below the screen, and that is what is scratched, not the actual plastic. Did you realize it comes with a film on it meant to be removed? Or am I mistaken?

 

Lol, don't feel stupid. Perhaps you could finagle it so you can keep both? I find it odd that they "ran out" of black ones though.

 

I had no idea it was covered with a film doh!

 

Quietly removes protective film over notification strip which has been on there for 10¼ months so no one knows I'd left it on..

Did I just write that out load? Doh!

 

I made this same kind of mistake (no replacement of course) with the area around the sport shift in my car. I was thinking it was easily scratched till I read that it was a plastic film protector you're intended to peel off

Funny thing is I have never pulled it off to protect the surface FROM scratches... go figure.

 

It took me several months to discover the plastic there, lol.

 

Wow, people. How can you not see that stuff?! hehe

 

Like what Docsteel said, You know it's there, but you're reluctant to rip it off.
It's protecting the notification strip from scratches.

When I ripped the film off the visuals are no more visual than they were before.

Now I have to get the iron out and the brown paper and try to flatten the film out again and apply it back onto the notification strip.

Maybe after I've finished this bottle of red wine.

 

Same here, except I'm working on a full boxed wine... ok I'm cheap.

 

Reminds me of an issue I had a couple weeks ago with Dell. I placed an order for a U2711 monitor with a coupon code. The coupon knocked the price down to $719 with free shipping.

2 days later, order was canceled for no reason. Called back in - no one knows why and oh by the way we cant give it to you at that price anymore because the coupon code is expired. I spent a total of about 6 1/2 hours on the phone over the course of 2 days. The best Dell would do for me was $925, which was $75 off the original price. Frickin' unbelievable how sh!tty their service is sometimes. I never once raised my voice to them, I never swore - I was very professional and no one from their sales team, customer service team, supervisors, etc - seemed to care.

Luckily the company I work for has a business account with Dell. I contacted our rep and told him what happened. He hooked me up with the monitor for $719 and threw in a 3 year accidental protection plan on it to boot. Suffice to say, I went through with it as it was simply too good of a deal to pass up - but you better believe Dell won't be getting anymore of my money. And considering I was looking at another M11x for my spouse and maybe a Dell Streak down the road - that's their loss if they even care.

 

That is unbelievable. How is it that they can justify that sort of resolution to a situation that they created? I can see the front line sales dweeb trying that sort of shenanigans, but their supervisor and the customer service team too? That's insane...

 

lmao..had my mx for 5 months never knew it had that plastic covering! learn something every day on here.