Dell Customer Service 0.1/5 Stars NEVER recommended

After waiting about a week and a half for my xps m1330 I received it on Fri. Aug 29. My sales rep was very helpful in placing my order however she did promise that my xps would have come with a sleeve and it didn't. Unfortunately this problem pales in comparison when compared to the one I'm about to describe.

Upon turning on the laptop for the very first time half of the LCD screen was fine and the other half had pink vertical lines over it as if the LCD screen was shipped broken. After setting up Vista for the very first time (this was very hard because the left half of the screen was barely legible). I tried connecting the laptop to my external LG monitor to help isolate the problem and it displayed fine. I called customer service and after wasting 3 hours of a Friday evening asking them to replace my laptop seeing as it was obviously shipped broken, the guy said he would have to dispatch service to replace JUST my mother board, my concern is after such a huge investment if the motherboard is broken I'm sure something else could be possibly broken that I am not aware of. I would also like to know that I am getting a laptop where everything works fine from the start instead of replacing the motherboard as the first thing I do with it. It has been 2 days and I have never received a call for my dispatch despite my rep saying he has set my case has high priority and I should be receiving my call soon. I would call them back but seeing as I have driven eleven hours away from Louisiana to be away from Hurricane Gustav I have left all my order information and case number at home. I am worried I will never have my laptop fixed soon for my classes and I have lost over 1+ grand.

Note this is my third time ordering from Dell over the years and I truely beleived they were one of the best computer companies out there. I would not have expected this from them at all, however it did happen and I wish I would have gotten that Lenovo Ideapad I was debating on instead. http://gizmodo.com/5025198/lenovo-ideapad-u330-is-super-shiny-and-slim

 

Well.. it happens but they are not all that bad.. there have been numerous people around here (and those that don't come to such forums) who have good experiences with the Dell Customer Service... they are not that bad.. (and I have been a Dell customer for the past 7 or 8 years, and I must say I have been happy with everything.. no major grudge against them )

Be patient and work it out..

I am sorry your situation is bit worse since you have moved out because of the hurricane (which I think is good because your life is more worth than your laptop, and I am glad you are out of harm' way)... but get back to them as soon as you get back home and see if you can get it fixed.. Tell them firmly but politely that you want it replaced (you are still within the 21 day period) and you dont want anything less than that.. Also make it clear its the monitor you are having problem with and you would like to send it back and have a new replacement..

Also try calling their tech service from wherever you are right now and ask for a replacement as soon as you get back home..

Good luck.... and for now, take good care of yourself and everyone concerned.

 

the ONLY recommendation i have for you, is to return the laptop and REORDER.

It doesn't matter if theres something wrong with the laptop right out of the box, Dell will ONLY use refurbished parts to 'fix' your NEW laptop...

 

Hankun

I'm sorry to hear you're having problems with your PC and with the Hurricane, but if you can take a deep breath and try to get de-stressed.

1. Do NOT phone customer services....instead send them E-Mails so no-one can dispute what has been agreed afterwards. Phoning customer services may be good for venting but you seldom get things achieved IMHO.

2. Send an E-Mail that calmly lays out the details and then states clearly that you are not accepting the machine for the reasons stated, clearly state that you are within your 21 day return period. Copy the E-Mail to the person who took your order (if you have their E-Mail address).

3. If they tell you they want to do a repair just politely decline and tell them you want to return the unit as you are entitled within the 21 day period.

Good luck

 

It is unfortunate to hear. It is the labor day holiday and that is more than likely the reason for your lack of phone call as they will call from their personal cell phone.

However, as others have said, you should tell dell that you want to return it and reorder a new one. Be persistent, yet nice, and they will grant your wish.

 

hypdotspec is right, return the laptop! Even is you have to pay shipping back yourself. It won't be that much if you go right to a UPS/Fed X dist. center where they have customer service. Probably 12 to 14 dollars. Who knows what's going to happen with it in the future if it was in this condidtion right out of the box. Then go take a look at Sony's VAIO SR model.

 

Hey there, sorry for all the troubles that you are having right now..

Especially, during the hurricane. Right now you have a few choices: return the 1530 and order another one, or have them send a technician to fix. And, if they replace your laptop with another it will most likely be a new...depending when received w/in the 21 day return period. Edit: Rhodan is right regarding new and refurb's

*Sometimes it can take up to 24-48 hours for dispatch to contact you to set up a time to fix your lappy. I had to have my Motherboard replaced a few months ago ~ I got *antsy* when I didnt hear from them, and called back and found out that dispatch will not contact you until the part's that were ordered to fix, are received. It seems, that now is past that time..so I would contact, if you still chose to go this route.

Remember the return policy is *21 days from date of invoice*

Get everything documented...by e-mail is good, and if you do it by phone each conversation you have should generate a *case number*, and they should be e-mailing that to you shortly after the convo' ends.

Again, I'm really sorry your going thru this hassle, while you are trying to be safe and handle what is happening with the hurricane .. Most important right now is to take care of yourself & family.

Best of luck to you, and keep us advised as to what has happened.


Cin

 

Your laptop is new and Dell will replace it with a brand new one. This is standard with them until your 21 days return period is over. After the 21 days is over you will get a refurb.

If they refuse to send you a new replacement then cancel the order and place a new one. I have done both in the past and never had a problem with them refusing.

Call XPS Support and be persistent. Just yesterday I had to call twice before I got a CSR who would ship me Vista 64bit, the first CSR was unhelpfull...

Good luck

 

Thanks for all the information, when I call them back should I report my case number to them for them to understand my situation or should I just ask all over again?

 

Yes, give them your Case Number and any related information (though they should already have this), it's good to have it handy!

Good luck to you, and please advise what transpired!

Cin

 

Don't waste your time repairing a brand new machine. It could be the beginning of the issues that it may have shipped with, plus the repair will eat up your return period. I DO NOT think that you should have to pay the shipping if it is sent back either as you already paid to have it shipped to yourself when you placed the order. That would mean that their defective unit is getting returned on your dime, and what kind of crap is that?

I would strongly urge what others have said and stick to a full refund and shipping on THEIR dime. Don't take no for an answer. It is a brand new machine, there is no reason why you have to accept it broken. You wouldn't have bought a broken one off the shelf would you?

 

Thanks again for everyones help ironically everyone here has been more helpful then Dell themselves.... I have just arrived back home after the hurricane and thankfully everythings alright.After just receiving power and immediately contacting dell, I sent them pictures of my faulty laptop and they REFUSE to replace my laptop. The customer service rep said he can cancel the current dispatch and send another one in which it will replace the LCD and motherboard. I'm getting very annoyed and feel they are being very unfair.

PS sorry if this post is sloppy/unorganized I am very annoyed with Dell right now and I'm exhausted from my current situation.

 

Here are the images I have sent them.

 

You are within your first 21 days. You have the right to ask for a full refund; they cannot refuse. Talk to another rep, and tell them you refuse to have a fix performed on a NEW laptop and that a refund is their only option.
If bought with a credit card, you have an extra option:
If they still refuse, contact your Credit Card and tell them Dell sold you faulty merchandise and that they refused to replace the whole unit and refused to give you a refund. This is grounds for a chargeback and your CC should handle the rest.

 

After about 2 hours of arguing with them I am finally getting a new laptop sent to me. The guy asked for pictures and everything but nothing worked. The funny part is they kept saying no they couldn't replace it until I linked them this forum. About two minutes after I sent this link they canceled my current dispatch and put in a new one for a brand new m1330 that will arrive in 10-15 business days.

My only problem is I asked them when I get my new laptop will the 21 day grace period be refreshed so I don't run into the same problem twice, however the guy said no it doesn't and it rolls over with my current one. So I might only have like 3 days to see if its working, but I'm sure he was sensing my fatigue after arguing with him for 2 hours. I didn't feel like arguing anymore so I guess I'll deal with the problem if it arises again later. Hopefully my new one works fine though.

Thanks to everyone for the positive replies on these forums, and I can truly say I don't think I would have gotten my problem fixed if you guys didn't reply so these evil reps at dell can see how much of a pain they are being. haha.

 

Hmmm...I wonder why they wanted to see this forum... You weren't bragging about us were you?

 

I'm glad your finally getting your new lappy = a brand new 1330 bonus (which was due to youze!)!

Hmmm liked the forum! Does that make us Dell SupaStar's now??

Will we all get generous discounts and free lappys! :tongue: :laugh:
J/K...

Too bad you had to go thru all of this frustation..but look how it turned out *in the end*


Cin

 

Now if only I could catch a break... >_>