Amazing Satisfaction from Dell CSR: Testimonial!

M1530 LCD Screen!

I received my M1530 today. 45 minutes into playing around with it, i start noticing a little graininess on the screen, and my touch volume button wasn't working at all...

So i call Technical support and man-what an ass. He wanted to send out a repair rep to fix the sound contacts and look at the screen. I was like,wait a minute, i just recieved this unit not more than an hour ago and you want to go inside my computer and do a repair then "check" out my screen!? He was going into an analytical rant about how he is in college and had statistics as a course. And how that correlates with the amount of repairs done based on how many units sold, yada yada yada... I was like what!? I just want another computer. I am losing confidence in this unit by the minute. I just want a new one sent out. He puts me on hold for a CSM rep. If you ever hear no music and the dreaded, "please hold", message..hang up!! That is Dell's purgatory for customers they don't care for..lol. i had 30 minutes left to get a rep, so i hung up , called back- and got one on...

This is where it gets good. A gentlemen by the name of Luis comes on. I tell him my story, how frustrated i am, and didn't enjoy the robotic abuse by the tech rep. He wanted to know if i wanted a refund or a new one sent out. I told him i wanted a new one of course. He went out of his way to tell me how he agreed, if you spend $1600 on a computer and its defective the same day that he would want a replacement pronto. Suffice it to say, he went above and beyond on compensating me for my torture..lol with the tech rep. He gave me...now listen closely.... a 3 year complete care to go along with my 3 year warranty i already purchased. AND...$100 coupon for future products...and that was without asking! He also sent an email to Malaysia to give me a Manufacture upgrade on the LCD screen... He was the man! I tell you what. I don't care what anyone says but Dell gos above and beyond and made me a customer for life!!!

 

You really didn't need to double post the thread.. >.>

 

Today must have been super nice CSR day. I was offered a high end xps m1530 replacement with superior specs to replace a lower end inspiron 1520 because I called to complain about the gddr2 memory and the lack of documentation on dell's site about the memory speed because I was getting terrible performance. They offered this to me free of charge and free return shipping label. She confirmed me shipping address and everything. I was so shocked I had to confirm it several times. She was very nice and said she would call me back on monday after she puts the request through. I thought I would receive a confirmation email or ticket # or something but I did not. I sure hope she calls me back to know the status..... I'm worried that it's practical joke day instead of awesome CSR day at Dell....

 

I hard a really nice lady give me free warranty and a replacement system. (for my first m1330). TOo bad the replacements have been pretty ****ty sofar. But that lady was really nice. I hope she has a wonderful life .

Edit:
I also spoke to some Tech support guy once who was an *******. he was wrong and he kept biting my head off when i tried to answer his questions. I had to keep making him be quiet and listen to all the details before he spoke. Anyway when he figured out that i was right and he was wrong, he suddenly became really nice .

 

One of the worst holiday sales season would lead to this IMO. CSR's are prolly told to try best to keep customers happy is my guess.

 

I think the tech support guys think they are smarter than everyone else and think everyone is some stupid consumer who knows nothing about computers, so when you try and tell them they are wrong or don't know what they are talking about, they get pissed. Where as the customer support reps are just regular people whose job is to make you happy

 

Maybe if I'm lucky they will switch my top to midnight blue 1330 instead of red.
They just added it today...
lol

 

As long as you respect them and show them your frustration, without being condescending, they will ultimately take care of your needs...

 

Well ive had a lot of problems with my 1520 besides the gddr2 memory.
And I asked Dell for the same option - a replacement to a 1530.
But the CSR told me that XPS is a completely different system and that he cant do that. Its weird that customers are treated differently

 

If he'd done that with me, id stop him in his track, and tell him that im an Electronic Engineer (which I am), so I know the score with these things, and he is speaking out his arse! I would also tell him that INDUSTRY STANDARD failure rate (this is for ALL failures inc DOA) is 3%!! These forums ALONE show that failure rate is more than 3%!

Its like the XBOX 360 3RL fiasco all over again! Shops and consumers reported failures as high as 33%, but Micro$oft said failure rates were within standard (3%). Then about a year ago (almost 2 years after the console was launched), they EVENTUALLY admitted to the 33% failure rate, and extended all warranties to 3 years (only covers 3RL syndrome)!

NO MATTER WHAT, if it is DOA it gets REPLACED, not fixed! If you had bought any laptop from ANY shop and it was dead when you turned it on at home, you would just go back and get a swap! There is no chance in hell the guy in the shop would tell you to "send it to xxx company for repair"!!

I cant stand guys like that, they should all be lined up and stoned to death!

Glad you got it sorted in the end tho!

 

Why the hell are people getting so lucky with Dell.. lol

I can call and say I'm frustrated with 1000 things and they'd just try and fix one thing then pat me on the head and say "ok, go show all the other kids what daddy got you today".

Wtf department are you people calling.. Technical support never does that for me.

 

Well i was stupid and didn't ask for her name or number or anything and I didn't get a confirmation email or reference number or anything because I was so taken back by this unlike replacement from an inspiron 1520 to an xps m1530 with much higher specs even without having to pay the difference after 45 days.

So now I guess im going on blind hope and faith that she was the real deal and will calll me back on monday after the exchange gets processoed.....

Always ask for a confirmation number.

 

i always ask for their email to be sent to my email address... so i have their info Keep your friends close, keep your enemies closer...

 

I called Dell regarding my XPS 1530 6 times. I got a new one, then I got 108.50$ credit, then 50 $ coupon and now I'm getting a new LCD.. I think they stand by their products and try to make cutomers happy. Now like everywhere in the world there are A****les...

 

That's why Dell is still a top computer company worldwide. Root for the home team.

 

That use to me true in my experience... Now their just arrogant and don't wanna help or be creative with solutions to find a resolve to my problems.

My luck, figures as much.

 

How did you get the new screen? Same resolution as the original purchase?

 

Just for those who doubt DELL'S CS... The best on the planet, fellas! bar none!!