Dell CS issue - no documentation

Hey!

You know what happend today guys???
I was on the phone with dell customer support for an hour about...

thingy is they find out why i havent been called back they took away my old m1730 is ok and i dont have a dell laptop with me thats also OK...
THE FUN PART IS (my serice tag not exist at all (i was wonder why i cant enter the support site))...
MORE FUN (They HAVE NO DOCUMENTETION of that they replaced my M1730 with an M17X)
MORE MORE FUN not even an m17x on my name on other hand i had no paperwork about that also not even a letter nor an order number or anything else???
BIG FUN i cant transfer onto my account (i been told) because the service tag is not valid and the laptop not on my name until i cant supply the documents about where i bought the laptop from... or how did i get it...

AAAAAAAAAAAAAAAAAA (DHELL)

any suggestion please???

that is too much now....

 

My friend, you are in a pickle.

I would send an email to the boss: [email protected]

I would explain everything, and they should get back to you within a day or so.

When I've had issues that could not be resolved, I took it to the top.

Good luck, and let us know what happens.

 

I do not know the history of your case but here is a possibility. This assuming you are undergoing a system exchange. Otherwise, this advice is irrelevant.

When you are undergoing a systems exchange, DELL is supposed to send the replacement BEFORE receiving the original system. The reason for this procedure is that the old service tag will be erased and transferred to the new system. During that period of transition, there will be no record of the original system. Even if they enter in the original service tag, nothing will show up. This process can take roughly 10 business days.

After this process DELL will generate an order number designated to a suitable replacement system. This system will go into production and when completed DELL will contact you with its specifications for your approval before it is sent out. Or, if they decide a refurbished system is suitable, they will contact you much earlier for your approval.

However, one reason DELL may have bypassed typical procedure in sending the replacement first is if your laptop has suffered extensive damage, is covered under completecare, and later declared beyond economical repair.

If I were you, I'd contact customer support and ask for an escalations specialist to review your case #. Check your support history for your case #. Your service tag should at least bring up your support history/service call status. If it does not, your system is already in the process of being replaced and just be patient.

Lastly, all DELL reps are not created equally. What one rep cannot access/do, another can. There is always someone higher who can give you the information you need. Get a bag of chips and be prepared to wait however. Just be sure to keep track of your support history / service call status next time.

 

OP, if you to log into "Your Account" @dell.com using your e-mail/password you have set up..you can go to your:

"Your Orders" and look up your Order Number for the Past 2 Years for your Lappy and get your Order Number & you can give that to the Rep, and they can look up your information that way.

Or, you can look up your Service Tag under:
My Systems and Peripherals

Hope that helps you a bit.

Cin...

 

I would submit an escalation here: https://support.dell.com/support/to...t/dellcare/outstanding_issues?c=us&l=en&s=gen

It will go to a level 2 team. You might have to submit an escalation under both Customer Support and Technical support if you don't have any reference numbers for the exchange.

Any reference numbers that you have will speed up the process. Generally speaking, tech support should ask for an email address. Look though the email account you gave them and see if you have any. Typically, you would have gotten an order number or a dispatch number.