The WORST Customer Service Experience Ever

I've been having issues with my XPS1647 since last May. I would like to sum up all problems I've had so far and then I will tell about the terrible "executive" support service.

1. Keyboard keys stopped functioning: They replaced the mainboard and keyboard.
2. Heating and Throttling: Although I updated the bios, nothing changed. The adapter, heat sink, fan and mainboard replaced.
3. The system stopped booting up: They replaced the mainboard one more time.
4. The hard drive gives S.M.A.R.T. error and runs like crazy: They sent a replacement harddrive.
5. Keyboard stopped working --THEY ACCEPTED A REFURBISHED REPLACEMENT.

And here the story begins... Since I've been contacted by their executive support assistant, I was hopeful that finally I might be able to use my notebook! After the support assistant sent me a replacement for adapter, mainboard, heat sink and fan, all of these included numerous times of talking on the phone, the technician coming and going, back-ordering and in total it took another 2 weeks. The result was unchanged. The throttling and heating still exists and three keys of the keyboard stopped working again.

Finally they accepted my request of a system replacement. But she insisted that she was unable to send the refurbishment specifications via e-mail, so she said she had to call me, give me specifications, get my consent immediately and process it. It was total nonsense that she said she was not able to hold on a system until she gets my consent by email. She also said she was able to request only one specification in 24 hours but she was able to offer me 3 different systems in 24 hours on our phone call today...

I was shocked that I was being offered another Dell XPS1647 system instead of my nonworking XPS1647 system! Everybody knows that this model is malfunctioned and they suffer throttling&heating issues. Though, most of people here get offered LX502 systems, she insisted that she is free to offer whatever she wants as long as it is "similar or better" than my current one. But who wants another same problematic model as their refurbishment? Here is the specs for XPS1647 they offered:
1 VKC3D 90W AC Adapter
5 JK41R Studio XPS 16 - 1647 Laptop
6 T4V56 Processor: Intel Core i5-460M Processor (3M cache, 2.53 GHz)
7 K005R 6 GB Dual Channel DDR3 SDRAM 1333MHZ
8 PHR4J 500 GB SATA Hard Drive (7200 RPM)
9 R398P 8X DVD +/- RW Optical Drive
10 78KVX 1 GB ATI Mobility Radeon HD 5730
11 KJRR7 Intel Centrino Advanced-N 6200
27 YR2XT 15.6 inch High Definition+ (900p) W/LED Display and Camera

The second system they offered was even more ridiculous! She offered me a 17" Lx507 which I really don't want! Who wants a notebook which is bigger and heavier than my current 15.6"? At least not me. Because I carry my notebook around, I don't want a larger notebook. When I refused this system, she told me exactly this thing:

You don't have the option to choose the screen size. Why should Dell offer you a 15" notebook while your current one is 16"! Because it is called 1647, she thought it was 16" notebook screen. Moreover, she didn't give me any chance to think over it and asked my response immediately. So I had to refuse again! Although the specs she offered was not bad, they didn't mean anything to me with that size and heaviness! Here are the specs:

6 NTXH6 Processor: Intel Core i7-2720QM processor (2.20 GHz with Turbo Boost 2.0 up to 3.30 GHz)
7 W795M 8 GB Dual Channel DDR3 SDRAM at 1333MHz (2 DIMMs)
8 HD4KK 750 GB SATA Hard Drive (7200RPM)
9 T7VMF 8X DVD +/- RW Drive
10 FGP67 NVIDIA GeForce GT 550M 1GB graphics with Optimus
11 HNXY9 Intel Centrino Advanced-N 6230 and Bluetooth 3.0
29 8V934 17.3 inch HD+ (900p) WLED Display
33 243Y0 9 Cell Primary Battery


The third system she offered was finally LX502 but it was ridiculous again! This one included Nvidia 525M screen card as opposed to my current ATI 5730! The equivalence of 5730 is definitely 540M. When I told her this, she clearly lectured me that I am not building a system now and Dell doesn't have to replace my notebook if it wants! She said she could either fix it or replace it and so she said if she wants she can choose to fix it again! I was shocked by tone she spoke and the way I was lectured. Moreover the resolution of this system was lower than mine!

She said, when they are offering a replacement, they look at the memory size of the gpu not the model and they accept it as being the same card! She said both ATI 5730 and 525M had 1GB memories, so I have to accept this!

I was totally annoyed by this crap and didn't accept this one either. At this point, she started telling me about what Dell culture and policies mean. I was one more time shocked that in summary she was lecturing me what Dell culture means and how prestigious it is. I told her that though dell culture may mean something to her, as long as this culture doesn't resolve my issues and address my problems, they don't mean anything to me.

She argued with me as if I was one of her workers and that I had to accept whatever she offers to me. She always interrupted my speech and refused to listen to me while I was talking. When I asked her to talk to her manager, she said she's in executive customer service and there is no manager. She talked like in fact she was owning Dell. At the end, she said she can call me again and check if she has another system to offer but "not guaranteed".

I'm now considering my options. What should I do? Whereas others who have similar issues are offered equal and better systems, why am I being offered notebooks like this? I was too shocked that I even didn't know what to say and how to match her tone and aggressiveness.

Guys, I really need some feedback upon what I can do. I though bring up this issue to Better Business Bureau or to the court in the worst case. What are my options? Can they refuse me offering a replacement and still not being able to fix it?

Thanks for reading!

 

What are the other specs of the l502x she offered you?

 

6 P7TNC Processor: Intel Core i7-2620M processor (2.70 GHz with Turbo Boost 2.0 up to 3.40 GHz)
7 K3MTV 8 GB Dual Channel DDR3 SDRAM at 1333MHz (2 DIMMs)
8 HD4KK 750 GB SATA Hard Drive (7200RPM)
10 3C4JR NVIDIA GeForce GT 525M 1GB graphics
11 M7F7R Intel Centrino Wireless-N 1030
27 P5XP1 15.6 in HD WLED TL (1366x768)
31 23T8J 6 Cell Primary Battery

Except CPU, everything is a downgrade for me. I have 1600x900p screen, 5730 ATI card, 9 cell battery, Intel Advanced Wireless-N 2000 wifi card which supports a band.

 

well, told her about the gpu, here is two link that can be a usefull proof
ati hd 5730: ATI Mobility Radeon HD 5730 - Notebookcheck.net Tech
gt 525m: NVIDIA GeForce GT 525M - Notebookcheck.net Tech

the fps are clearly better in the 5730

 

Did you buy your 1647 as brand new condition?
They should offer you other brand new with better hardwares

If you bought it as refurbished, it's normal.

 

Personally, if the replacement system I got today has issues, I'm jumping ship on Dell. These 'tards wouldn't even honor my request for a free Blu-Ray upgrade with my new system. I had a tech at my house twice in 3 days and the issues still were not resolved. I must add that all these issues were present on a 3 week old, $1600 laptop.

I was told I would get my replacement system in 7-10 business days. 24 days later (today) I finally get it.

Yes I love my laptop when it's trouble free, but this is my last dell product for the decade.

I have too much of a bad taste in my mouth.

I was further ticked off when I opened my new replacement to find what appeared to be grease smudges all over it and the stickers on the bottom were barely hanging on for dear life.

 

To the OP: find someone else to talk to at Dell, don't go through the idiot you apparently got. Worst case, email [email protected].

 

that only gets you the executive support team which it seems he already is in contact with

yes they can be very bullish and unfortunately it does depends on which one you get

i had one like this and the other was the total opposite

 

I contacted [email protected] and she was the one who contacted me. It is utter disappointment and it seems like since she's been assigned to my case, others can't take it over from her. She drives me really crazy. today i lost words to tell something to her as she had something opposite to say for everything and kept interrupting my speech. i was totally mad and i felt like i lost my control when she started lecturing me and forcing me to accept the specs she's offering. i think she owns dell or otherwise i don't think even michael dell would be as cocky as her. i've sent an email to her after our talk and told her the following:

"Please do contact me by email concerning the specifications after 2PM PDT and I will make sure to respond immediately after.

I do not want to spend another time on the phone for being treated unprofessionally as it awfully damages the image of Dell. A customer who has paid premium for 2 year warranty, on-site service and notebook should not have experienced such problems with customer service, especially executive customer service."

I've never heard that tone in my life from anyone. It was shocking... I'm wondering if she pays personally what's being shipped to the customers...

 

I've bought it brand new from Dell website last September. They do offer everyone refurbished notebooks so I have nothing with that. The problem is more about what I'm being offered and being lectured that she can change her mind anytime.

 

How come did you manage to get to another person as this one seems to be hooked to my case?

 

i got a better person by going through unresolved issues.

anyways, there seems to be a trend (in my experience) that female dell tech people are less willing to give you what you want. try getting a male and this seems like one of the less friendlier ones. example: i had a 1440x900 screen in my m1530 and in my xps 15, it arrived with a 1366x768 and i called them up and the next day, a dell tech came and installed the higher res screen. so yeah, if you get a nother dell person, im sure you'll be taken care of.

 

I had two separate incidents. One good experience, one bad.

I do not know if it is possible to get a different person as you have said they get 'assigned' to your case.

Basically they are on a 'team' and I do not know how many there are but I know I have had them put me on hold to speak to another 'team' member that I had contact with etc.

Just FYI sometimes you have to take what they offer and go from there, i.e. if they send you a refurbished L502x and it has 'problems' then you refer back to all the previous trouble you had etc.


It shouldn't be this hard however you have pretty much reached the 'top' level support and yes they can be very rude and forceful. And one experience I had they basically did the same thing where they demanded I make a decision on the phone without really knowing all the specs.

 

I've been offered the following system and I gladly accepted it. It's a bit upgrade (video card, cpu and screen) of what I have but in general it's almost the same system but in LX502. I had i5 450m, ATI 5730 and 900p. It's funny that she was able to meet all of my requests once I took the high road.

PROCESSOR 2nd generation Intel® Core™ i5-2410M processor 2.30 GHz with Turbo Boost 2.0 up to 2.90 GHz
OPERATING SYSTEM Genuine Windows® 7 Home Premium, 64bit, English
OFFICE SOFTWARE Microsoft® Office Starter: reduced-functionality Word & Excel w/ ads. No PowerPoint or Outlook
VIDEO CARD NVIDIA® GeForce® GT 540M 2GB graphics with Optimus
MEMORY 4GB Shared Dual Channel DDR3 Memory
HARD DRIVE 500GB 7200 RPM SATA Hard Drive
HD DISPLAY 15.6 FHD B+RGLED TL (1920x1080) and Skype-Certified 2.0MP HD Webcam
INTERNAL OPTICAL DRIVE 8X Tray Load CD/DVD Burner (Dual Layer DVD+/-R Drive)
WIRELESS + BLUETOOTH Intel© Centrino© Advanced-N 6230 & Bluetooth 3.0
BATTERY OPTIONS 90 WHr 9-cell Lithium Ion Primary Battery
SOUND OPTIONS JBL 2.1 Speakers with Waves Maxx Audio 3
COLORS Elemental Silver Aluminum
KEYBOARD Backlit Keyboard - English
No Mobile Broad Band Selected
Integrated Network Adapter Integrated 10/100/1000 Network Card

 

good to hear you got everything sorted out

everyone says that's a great screen

 

By the way, I've just noticed that they are sending a new notebook, not refurbished. I think she couldn't find a system which meets my conditions. I would be satisfied if I didn't experience what happened yesterday. I believe the following means I will be getting a new one.

"I will process the replacement computer with the specifications as listed below and update you once the new Order # gets generated. A New computer replacement would take about 7-10 business days.I will update you on a timely manner on the updates of the replacement computer."

 

Well from my 'experience' which some don't seem to believe, the only way your really going to know is when it arrives.

Sometimes in the order there are certain item numbers that signal refurb etc but that is not always the case.

I finally got a 'new' replacement after three refurbs so here's hoping you don't get the 'green sticker'

 

haha what's with the green sticker? does it mean it's refurbished? I like the way she gets passive aggressive. She capitalizes "new" etc. The lesson taken here is don't be passive while dealing with them. If you know what you should get, put pressure for it and be ready to do everything where it's necessary. In our last conversation, she said she was not able to choose the specifications, but now it seems like she built a replacement with exactly what I've demanded. She said she's not allowed to send specs via email, she did today.

So in this world of customer service, if you don't cry for service, they will not look at your face. Here is the email I sent to her to get what I want today.

 

I think it's a new notebook. She sent me the order id and when I checked it, it says it is in production. So I believe it's not a ready system. Here is full details:

XPS 15
Status: In Production ""
Estimated Delivery Date: Information not available ""

Quantity Item Number Description

1 225-0675 XPS 15
1 310-0173 Airborne Documentation, System Exchanges,Factory Install
1 312-1186 90 WHr 9-cell Lithium Ion Primary Battery
1 317-6405 2nd generation Intel Core i5-2410M processor 2.30 GHz with Turbo Boost 2.0 up to 2.90 GHz
1 317-6413 4GB,DDR3,2 DIMM
1 318-0138 JBL 2.1 Speakers with Waves Maxx Audio 3
1 318-0392 Windows Live Wave 4
1 318-0427 8X Tray Load CD/DVD Burner (Dual Layer DVD+/-R Drive)
1 318-0434 Roxio Creator Starter, FI
1 318-0490 Elemental Silver Aluminum (WLAN)
1 320-1673 15.6FHD TLF B+RGLED LCD L50xX
1 320-2120 NVIDIA GeForce GT540M 2GB graphics with Optimus
1 330-6222 Windows 7 Label
1 331-1668 Backlit Internal Keyboard - English
1 331-1674 Resource DVD (L502X)
1 342-2369 500GB 7200 RPM SATA Hard Drive
1 410-0487 Microsoft Office Starter: reduced-functionality Word and Excel with ads. No PowerPoint or Outlook
1 410-0548 Adobe Acrobat Reader
1 410-0572 McAfee Security Center, 30 Day, CNB
1 420-6436 PC-Restore, Dim/Insp
1 420-6576 DELL WELCOME,Software Dimension/Inspiron
1 420-8878 Soft Contracts Dell In-Home Hardware Agreement
1 420-9691 DataSafe Local BackUp
1 420-9876 Cozi-Calendar
1 421-0092 DELL-DOWNLOAD-FLAG
1 421-0757 Skype VOIP Application
1 421-2086 eBay Webslice
1 421-3642 Basic Stage
1 421-3874 Camera Software 2.X, Factory Install
1 421-4118 WHITEPAGES.COM,Webslice
1 421-4289 Dell Support Center Software 3.0
1 421-4586 TRUSTED-ID,ICON
1 421-4736 Wireless Display Software
1 421-5780 Genuine Windows 7 Home Premium 64 bit Service Pack 1, English, No Media
1 430-3893 No Mobile Broadband L501X
1 430-4038 Integrated 10/100/1000 Network Card
1 430-4048 Intel Centrino Advanced-N 6230 and Bluetooth 3.0

 

Sounds like you had quite the ordeal, but glad to hear you got resolution. You're going to love the 1080p display and sound. Enjoy!

 

For starters, I hope you understand how warranty work. If you are due to for a system replacement and you do not accept a refurbished unit (if you had a new one) you get a new system with comparable specs. Since Dell axed the Studio line and Studio XPS line, there is only the XPS line left. I don't understand why they offered you a 17.3", but it is a replacement unit. If you don't want to take a replacement unit then ask Dell to fix your unit.

Also working as an ASP for manufacturers, I would say a good 60%+ are refurbished parts. Manufacturers warranty = law of the land.

 

They were unable to fix my notebook. I've already been through that way 5 times, I'm not an experiment specimen and need my notebook to do my business. So I was over with the "option" to fix it. If you are familiar to XPS Studio line, you probably know -impossible-to-fix heating and throttling issues.

 

yeah they put a big green sticker than clearly says 'Refurbished' on it

and i'm pretty sure when the idea of a 'replacement' comes up they immediately go to the outlet to get your system, i know for a fact that they were going to send me one from the outlet a couple of times i even chatted with the outlet sales people and they were like yeah system replacements often come from the outlet

 

I think it is really a new one. Here is what she said in her last e-mail:

"The replacement computer with Order #xxxxxx has been configured and is currently in production status. "

As far as I know, refurbished notebooks don't remain in production status? Well, we will best see when it arrives i guess!

 

No refurbished computers are sold "as is" meaning that configuration is sold as like that, no adding RAM, upgrading CPU. If you have other items you wanted, they ship those immediately as well. All my Outlet purchases came within 2 business days.

 

sorry to hijack this thread, but i recently received an XPS 15z more than a week ago as a replacement. i previously thought the warranty would be extended to a 1 year standard warranty but to my dismay, the remaining warranty was carried over from my laptop that was replaced (Adamo XPS). i was wondering if i could ask to have a one year warranty instead. I only ask because my Adamo XPS has been pretty much totally unusable since i purchased it in late April. i might have had 2 or 3 total weeks of usage and to me, it's unfair to be penalized because of Dell's technical/support problems.

 

I had nearly the same experience with an unuseable discontinued xps14,I won't get into all the sordid details,but I ended up with an alienware M14X new loaded replacement.After about 7 months of no boot up,noises,bad hdd,5 replacements also,and alot of aggrivation!Anyway they said the warranty goes with the original unit,doesn't matter if it didn't work from day one.I was so relieved to finaly get a replacement that met my needs and work properly,that I dont even have the energy to complain to dell and start another horrible experience all over again.I just took the remainder of the original warranty and wont give dell my biz,not until they treat us better.By the way I got an alienware for an xps but when I purchased my xps14 it was nearly the same price when configured,so before any one thinks I made out,believe me,It was "NOT" worth what I went through! Good luck to all you guys with Dell's service.On a side note, The Mets?Don't you have enough problems?LOL.Just kiddin,been a fan since my first game at shea watching Tom "terrific Seaver,and Dave Kingman.Best of luck to all.......

 

Then what you should do is call them and argue on that basis. When I received my replacement I did some sensible arguing and was able to pull off 1 more year for essentially free. Tell it like it is, because I fell like you're in the "right" in this situation. Good luck.

 

thanks, as long as it's an option you can argue for, i am willing to call them and ask for it.

 

I remember back when I had my E1705 it had random crashes and up and died about 2 months after I had it. When I setup the repair shipment (I had onsite but they could not diagnose -- old policy was only send a tech if cause is known) I advised them that I didn't like sending my system to them (which was why I got onsite) and warned them if it came back in worse condition then sent then I would have the issue escalated. The system died the day the DHL truck showed up to pick it up. They replaced the motherboard with a refurbished but the issue was unresolved (still crashed) and it would no longer charge. In that instance I went directly to unresolved issues and about 5 days later I got a call from them indicating a new replacement would be sent. This was also when they stopped doing XP on all new models so I had requested that they load XP on the replacement as well since at that time Vista was not compatible with many applications in use. They were able to accomplish that and it all worked out.

I don't generally mess around with companies anymore and will request supervisors and/or managers as I deem necessary especially if the rep in question seems to not know how to resolve the issue or refuses to acknowledge an issue exists.

 

oh the mets.... i have enough problem as it is!

i don't like the replacement as it is. it's a fine laptop, the 15z, but it's nowhere in the same category as the Adamo XPS. and to not give it a standard 1 year warranty, it's a little appalling considering the trim piece broke as soon as I opened the laptop for the first time.

 

I wanted to update this topic. I received my new notebook yesterday. It was indeed a new one and it came in a black box that they use for the new notebooks. It doesn't have a green tag which is used for the refurbishment notebooks. Everything looks good now and so far no problems. I wish what I had with the customer representative didn't happen and the result was just this. This kind of events hinder the outcome badly. Anyway I will probably consider buying a new dell notebook in the future.

 

Though I personally have never had a Dell notebook ever have an issue, and Dell typically can take awhile to get issues resolved, they do take care of the customer.

We had a lady with an XPS desktop right outside of warranty with a bad motherboard, power supply and video card, easily totaling 800 dollars in XPS parts, and she called up Dell full well knowing her computers had issues. She paid 150 to extend the warranty and Dell sent over a technician and fixed her computer.

Very few companies would go out of their way, only others are the other big 2 of business, Lenovo and HP. I do not believe any other company will replace the product after 3-4 services that was not the same issue (by lemon law, same failure 3 times warrants a replacement on the 4th issue).