Ludicrous offer received from Dell Agent

I contacted Dell Support after having received the dreaded Samsung screen which replaced a screen with backlight problems.

I told them I had looked up the problem online and have found that the Samsung model was known for having light bleeding and grainy screen and that I would like another make. They informed me that they would not be able to choose the screen, but they had gone through testing so it would be a good quality one .

They then looked through my notes and found that I have had a number of issues in the past and that they would be able to make me a one time offer of buying back the laptop for 70% of it's original value and that I could choose a new computer off the site.

The agent then lead me to the Alienware Models and lead me through the process of choosing the specs, the total came to around £1200. They then informed me that they would buy my XPS M1530 system for £300 and I would need to pay the remaining £900. I then told him where to go and said that I should not have to pay any extra to get a working system.

I was completely shocked at this offer that was made, surely if the system is not upto scratch they should offer me an alternative system like the Studio 16 free of charge (like what they did on the other thread), not try and get me to pay extra for a super spec machine.

I'm considering complaining to Dell, as I the agent was extremely unhelpful and obviously wanted to get a bonus by trying to sell me a better computer, when they should instead be caring for a customer who keeps having issues with their computer

 

I'm unfamiliar with the Samsung screen. It's really that bad that you feel that receiving a "working" one means you should get a brand new laptop?

I agree that trying to get you to purchase an Alienware when you call about a laptop problem is somewhat ludicrous.

 

It's not just that, I've had a number of problems over the last number of years from 2 faulty screens, hard drive failure, mic not working and a broken motherboard

It was the agent who was the one that brought up about being able to offer me an alternative, to which I assumed was going to be a replacement laptop, but instead tries to sell me a Alienware for an extra £900.

 

try another agent, im sure u can get the screen you want.

 

What type of warranty do you have? If you have CompleteCare, they should not be charging you anything extra for a replacement. Even if it's Alienware.

 

I've got 4 years extended XPS Premium Support. For these type of problems the Premium support should cover all these issues and it's not been caused by accidental damage.


The issues having been just technical, they've also been with the status of my warranty. It seems that Dell failed to note my extended warranty in the correct place on the system and therefore I've been blocked access to the support site as it claims I'm out of warranty, plus the fact that whenever I've spoken to Dell it's taken 20 minutes for them to finally see that I've got the warranty after they've kept on basically accusing me lying to them about it.

I also requested that they sort out this issue on every occasion that I've spoken to them, but that hasn't occurred and so I finally spent an hour to them on the phone yesterday, sorting it out.

I've also forgotten to mention that in the 1st year I had a CD/DVD Drive failure and had a not working mic replaced on the laptop, so it's not like one or two problems, problems seem to continuously occur and I've really had enough of it all.

I hope they do sort something out, as I paid quite alot of money towards this 'Premium' laptop and therefore I shouldn't expect to having constantly having problems with the different parts

I'm in the process of drafting a letter which I'll be email/posting to them later today.