The Notebook Review forums were hosted by TechTarget, who shut down them down on January 31, 2022. This static read-only archive was pulled by NBR forum users between January 20 and January 31, 2022, in an effort to make sure that the valuable technical information that had been posted on the forums is preserved. For current discussions, many NBR forum users moved over to NotebookTalk.net after the shutdown.
Problems? See this thread at archive.org.

    Help with Dell Technical Support - Losing my mind here

    Discussion in 'Alienware M11x' started by Vivix, Jun 11, 2010.

  1. Vivix

    Vivix Newbie

    Reputations:
    0
    Messages:
    4
    Likes Received:
    0
    Trophy Points:
    5
    My less than 1 month old M11x has a dead speaker. The left one is completely not working, and the right one is fuzzy and is dying as well.

    This Sunday, I called in to report the issue. I was told that a technician will come to my house to change the speakers, either Monday or Tuesday. On Wednesday, I have not received a phone call or anything from Dell. I called, and I was told that they tried to reach me and that they left a voicemail, which is false...I had no missed calls or voicemail on my cell phone. I was told at that time that I will receive a phone call the next day (Thursday), and at this time I had also confirmed that they had my correct number.

    Thursday, I don't receive anything, again. I call around 5 PM, and after being put on hold MANY times, a lady says she will personally call the dispatch center, and that I should expect a phone call from them either that evening or Friday. It is now almost 7 PM, and I checked the dispatch status online and it is listed as CLOSED.

    I am currently on hold, for more than 30 minutes, trying to reach the correct department to return this machine. Dell customer service has been ATROCIOUS, and right now I don't even know what to do, or which number to call anymore. I've been transferred around 15 times now between "different departments" who all tell me the EXACT same thing: "let me put you on hold and transfer you to the correct department." Checking my call logs, since Sunday, I have been on phone with Dell for around 4 hours to no avail.

    What do I do? :(
     
    Vivix, Jun 11, 2010
    #1
  2. freeman

    freeman Notebook Deity

    Reputations:
    126
    Messages:
    741
    Likes Received:
    0
    Trophy Points:
    30
    I don't know what can you do, but here is my experience calling dell tech support about 2-3 years ago when the HD is dead on my SC420 PowerEdge server.
    First I called tech support and after I got a hold of someone, I asked for tier 2 tech support right away. Then after I got a hold of tier 2 tech support, I told him exactly what was wrong, and what have I done to arrive to that comclusion(remove all other storage & DVD, put the drive on difference port and use difference cable, and try diff drive on the same port using the same cable), and asked for advance replacement shipping. That went pretty well though.
     
    freeman, Jun 11, 2010
    #2
  3. Vivix

    Vivix Newbie

    Reputations:
    0
    Messages:
    4
    Likes Received:
    0
    Trophy Points:
    5
    I'm fairly certain I already spoke to a Tier 2 tech support...the local repair center HAD the part...they just completely failed to get in touch with me.

    Is it wrong if I ask for a US representative?
     
    Vivix, Jun 11, 2010
    #3
  4. freeman

    freeman Notebook Deity

    Reputations:
    126
    Messages:
    741
    Likes Received:
    0
    Trophy Points:
    30
    Yes, if you didn't buy the US version.
     
    freeman, Jun 11, 2010
    #4