Dell Nightmare. FML

Hey Everyone,

So here's the story. I have an Inspiron 6400. Dell agreed to replace it after 2.5 years because of an ongoing BSOD problem.

So here we go... 2 years of fighting with Dell Tech Support gets me a replacement computer.

Configuration 1 - June 9th: Didn't meet my specs... So I told them to reconfigure. It was a Inspiron 1545.

Configuration 2 - June 12: A Studio 15 was then configured and was ordered on the 16th of June.

Random Issue - June 18th or so.... I receive a call from Dell saying my order has been delayed. But at the same time... Purolator calls and tells me there is an order to pick up. What could it be??? Oh it's Configuration 1... the 1545 I didn't want. So I call Dell up and they have NO idea I even have the computer. So I send it back the next day and all is well... right?

Order Studio 15 #1 - Order was placed the 16th of June with an expected arrival of July 1st. July 1st is a holiday in Canada (Canada Day) so no delivery. I wait until the 2nd... Nothing... 3rd... nothing... SO I call.... Magically... My order was canceled. But why? Who knows... So the dell rep orders another.

Order Studio 15 Take 2 - Order was placed the 30th of June (somehow... who know how?) and with an expected arrival of the 15th of July. I receive a phone call on the 5th of July telling me there will be a delay. The expected arrival is the 22nd now. But wait... what's this? I check and see... It's actually coming the 15th again! Crazy!... Of course it's now the 13th and it's still "in production" so no way. I check the details of my account... No... the order was CANCELED AGAIN. I call dell up and see what's going on. They tell me that there is a huge backlog of Studio 15s. I call them out telling them that people are receiving them who ordered just before or just after me. They say there isn't much they can do. And don't know why it was canceled again.

So... What's happening now... Dell Manager is going to look into the case and re-order my system. I should be contacted in 2 days with an update.
Minimum wait time is about 14+ days. But probably closer to 20 days.
Lets add it up...

Original replacement order June 9th. Today's date July 13th. Add 20 days... August 2nd. Almost 2 months.

Anyone got any suggestions?

 

Speak to a manager and tell them that you demand a better system or you are sewing them.

 

That really sounds ridiculous. I would really make sure your talking to the same dell rep every single time so they know whats going on. Get that extension.

Hopefully you get the system.

 

Talked to the manager. I can't really demand a better system... the new one is MILES better than the one its replacing.... we are talking 3 years of technology here....

I'll get it eventually. It's just a matter of time.... But i pretty much confirmed that I'll be eligible for the Windows 7 upgrade.... which is a positive...

 

so you had a 3 yr warranty?

 

3 year complete care NBD onsite. Never used the onsite... My recomendation is don't get the NBD onsite. They always tell you to ship it to depot anyways.

 

That's odd, they usually send a tech to my house several times before asking me to send it in. In fact, I have one coming later this week.

 

Does everyone who bought a dell have a warranty or something? I only got the default one; so it really scares me if something goes wrong with my laptop. =(

 

you wont mess with the dell support

 

Probably depends on where you live , and if they have a tech close by.

 

You'd need a pretty big needle & thread to sew them with....

Try using the escalation link http://support.dell.com/support/topi...=ca&l=en&s=gen

 

Sounds kinda like my story. Except I did get an equal system to my previous one, after 3 weeks of ing. I also live in Canada but I got my laptop from the US Outlet. They took about 2 weeks to finally contact me with some form of documentation to get past the border with the replacement.

Upon starting up my replacement and setting it up, well, just check out this thread I started and you will see what I got...

THIS THREAD

 

Huzzah!... Just checked my Dell account... They have a computer coming to me. Looks like they upgraded me a bit too... They changed my OS to 64bit (instead of 32 bit) They changed my processor to the T6600 instead of the 6400. I'm not sure what screen they gave me... but i think it could be the 1080p because it's the "FHD" monitor... full hd? Looks like they also put in the Creative Sound software and bluetooth.

This is all info from the Dell support site, not the simple order site. It says my computer should be delivered tomorrow. Very interesting....

OOO i apparently get a centrino 2 sticker too....
Hopefully this comes tomorrow.... I would be very surprised, but like I said, I complained to the Manager for about an hour last night. She was going to contact all the departments. The upgrade isn't huge, but whatever, I can't really complain. As long as I have a high res screen. That's all I care about... mmmm high res....

 

stabilo, does you ESD say shipped or tomorrow's date?

There was a tracking number from Purolator on mine; but it doesn't seem to work... =(

 

On my new order...

Shipping Method: Canada Standard

Estimated Delivery Date: 7/15/2009
Carrier: Not Shipped
Tracking Number: Not Shipped


So.... we'll see... some poor guy thought he would get his computer... then i snagged it off the production line..... it better not be a refurb. Either way... Looks like they upgraded some parts.

 

Lol out of all my ing at them, they upgraded me to FeEx Standard overnight. You should at them about the delays and explain that you need your laptop ASAP if they have not shipped it already...

 

LOL, it's fine as long as their studio15 wasn't mine! haha.

ugh...my purolator's tracking # still isnt working...all i get is "PLEASE CALL 1 888 SHIP-123 OR 1-888-744-7123 FOR INFORMATION ON THIS SHIPMENT"

 

It may have shipped from dell but is probably in the us that is why there isn't a carrier named, anytime I bought a dell it would say it was shipped but no carrier listed which meant that it was still coming by truck though the states and then once it hits canada by purolator. Hope you get it soon.

 

I've never gotten my purolator shipping number to work... EVER. So i wouldn't worry about that. Normally shows up the next day... normally at the time when you are away from the house... so you go pick it up at the depot the day after. haha What a pain. Oh well.
Anyone know the codes for the screens? like the 720, 900 and 1080p?
This is the new screen - 320-8007 15.6INCH FHD TL LED DISPLAY W/CAM,INSP
this was the screen i was supposed to have (the 900p) 320-8006 15.6 INCH HD+ TL LED DISPLAY W/CAM,INSP

 

If you add one to your cart and print the cart, there is an option to show details. I did that with the 1080p screen and got this:

15.6” Full High Definition (1080p) High Brightness LED Display with TrueLife™ and Camera C1080L [320-8007][420-8223][421-0256]

So it looks to me that you are getting the 1080p screen.

 

Just so you can see the fun. My account looks pretty funny.

Oh yea.. and that 1545... even though it was canceled... I still received it haha.

 

I hope it's a new one, but I have this sinking feeling it will be a refurb.

Not that it matters.

 

Well isn't that great...so i'm just supposed to hang around the house these few days? When I got my mouse; the purolator number worked; so I knew it was coming on that day.

But just wanted to confirm that when the status = shipped, it means it's at least in north america? lol.

 

I guess it could be a refurb.... Hopefully it qualifies for Windows 7. The manager told me it should... but couldn't be 100% sure. If it's a refurb... I'll probably call them and just see why it was returned and stuff... but should be fine... I purchased another year warranty so i'm covered. Woot woto 1080p! I'm glad they got me the 64bit instead of 32bit. Now I can stick in more ram if I feel the need.

 

Haha Who knows. I think shipped just mean... it's in a truck somewhere, going somewhere, heading in your direction somehow.

 

lol, watch them try to truck it from malaysia (it'll get here in a few months haha)

But yeah, grats on the progress you made with customer support. It's actually shocking cause of all the horror stories told throughout the dell part of the forum.

 

As I always say, you can easily find the horror stories because everyone screams and shouts about it when they have one. Trying to find people who scream and shout when they get good service is much harder.

Not in any way trying to marginalise anybodies experiences with Dell; but you have to take into account just how many machines they ship every hour.

 

It's true... If there is nothing wrong... why talk about it... I bet most discussion forums have reviews with problems and whatnot. I mean as much of a horror story this has been, I can't really blame Dell too much? Would I buy another Dell? hum... probably. I had a lemon, then some issues, but that could have happened with HP or Toshiba or anyone else. It's something to think about when buying a new computer, but they are still one of the largest computer manufactures

 

Truesay..I guess it's just the bad rep Dell got over the years with their customer service. Honestly, I was swayed to buy a HP instead of Dell based on the things I was hearing. If HP had a better online customizable website thing; i would've probably bought a laptop there.

I guess Dell's website has got it going good for them!

 

Yea... If I were to get another laptop... I would probably look at Lenovo. They have some pretty good deals too... The thinkpads are great build quality. But multimedia isn't the best. Dell Latitude line is great too. If you get one of those, tech support is in North America, not India. My sister has a D810 and hasn't had any problems.

 

Yeah, I was looking into Lenovo, until I figured out I couldn't order it online or something.

But yeah; dell latitudes arent for any-type of gaming at all (there isnt even an option for graphics cards). PLUS, they're more expensive (I guess it's worth it since it's more durable and well built)

 

Some do have a graphics card, but they are optimized for presentations and stuff... not games...

I hope you get your computer soon junctioned... then you can tell me how it is... Unless I get mine tomorrow.... haha then we can discuss haha

 

I'm certain it won't come today; cause they usually come around noon (and my number isn't even working).

I'm hoping it'll come tomorrow and hoping really really badly that it won't come with a grainy screen or some other defective part!

 

I hope the same for you!

 

It could still come..... Who knows? haha but probably tomorrow. Last delivery to my house was at 2:15pm... so you never know.... Well i guess you are back east... so yea.. nevermind haha wait until tomorrow haha

 

Stabilo7, so you get to keep the 1545 too?

 

No... I wish haha... I called them up once I got the 1545.. They didn't realize I had it. But because I called, I had to send it back. They then claimed that because I had it, it screwed up my other orders... which I don't believe... but it was pretty funny. I have a few pictures of the 1545 next to my 6400. I had a picture comparing the screens, which i accidentally deleted ... silly me. But for size, I have a few. I'll post them once I get my Studio 1555.

 

Lol you should of never called

 

well stabilo had to...cause the wrong laptop was sent? I betcha the dell rep did that to you off! LOL

 

Yea.. I had to... Because I had no idea if they were still going to send me a Studio 1555

 

Ok... here's something interesting... browsing around in my account....


I like how the price goes up every time.... But the price makes no sense? It doesn't correspond to the Canadian or US prices... So i'm assuming it's Canadian pricing at their cost?

Edit: I can't get back to that webpage anymore... It originally had all the specs with individual prices too.... the Studio 15 was $300... (without anything else)

Edit 2: Had to refresh a bunch... but here we go...

1 STUDIO 15 NOTEBOOK $300.00
1 INTEL CENTRINO DUAL CORE LABEL,NBK $0.00
1 VISTA PREMIUM STICKER $0.00
1 3GB,DDR2,800MHZ,2 DIMM,1537 $50.00
1 85 WHR 9-CELL,LION,PRIM BATT $50.00
1 8X SLOTLOAD SUPER MULTI,INSP $0.00
1 BLACK CHAINLINK WITH BLACK TRIM,I1555 $0.00
1 T6600 (2.2GHZ) CORE 2 DUO,I1555 $169.00
1 15.6INCH FHD TL LED DISPLAY W/CAM,INSP $130.00
1 DELL RESOURCE DVD,BACK-UP,1555 $0.00
1 ATI M92 256MB,I1555 $100.00
1 STANDARD KEYBOARD,INSP $0.00
1 250G HARD DRIVE, 5400RPM,I1555 $0.00
1 ADOBE READER 9.0,MLANG,I/S/X NB $0.00
1 MCAFEE SAPPHIRE MUI,30DAY,I/S NB $0.00
1 VISTA,PC-RESTORE, DIM/INSP $0.00
1 DELL SPRT-CTR SW,32BIT,2.0 $0.00
1 MS WORKS 9.0,ENGLISH,INSP $0.00
1 ROXIO CREATOR DE 10 $0.00
1 DELL VIDEO CHAT,INSP $0.00
1 DELL DOCK CONSUMER,INB/XNB $0.00
1 WIN VISTA SP1 HOME PREM,64,ENG,INB $40.00
1 CREATIVE SOUND BLASTER X-FI 1.0,I/X/S NB $20.00
1 DELL WEBCAM CENTRAL, INSP $0.00
1 WINDOWS LIVE SEARCH,MUI,CSMR NB/DT $0.00
1 CYBERLINK POWERDVD 8.2 DVD PLAYBACK,CNB $0.00
1 INTEL WIFI LINK 5100 802.11AGN, ROW $40.00
1 INT 370 BLUETOOTH WIRELESS,INSP $20.00
1 THANKS FOR PURCHASING YOUR DELL $0.00
1 PLEASE CONTACT ME WITH MORE DETAILS $0.00

 

There's no way that's in Canadian dollars. My studio1555 was $1240 AFTER getting 300 bucks off. you have a better screen than me, but everything else I have a bit more upgraded version than you.

But still, it can't be SIX HUNDRED dollars difference! >=O

I would be pissed if it was that cost!

 

It must be the cost??? Without warranty? I mean even when I configure this computer on dell.ca with the 1 year warranty... it's like 1200 ish... I mean I'm not looking for a deal because it's a replacement... so naturally your computer should be better spec-ed haha I'll show you my original specs once i get the new computer... but still.... I can't imagine this computer only being $920..... I'm still confused what the price actually represents...

 

Well here's my setup

1 224-3653 STUDIO 15 NOTEBOOK $1261.14
1 310-8628 VISTA PREMIUM STICKER $0.00
1 311-8624 4GB,DDR2,800MHZ,2 DIMM $0.00
1 311-9926 P8700 (2.53GHZ) CORE 2 DUO,I1555 $0.00
1 312-0695 85 WHR 9-CELL,LION,PRIM BATT $0.00
1 313-4783 HD AUDIO 2.0 $0.00
1 313-7352 8X SLOTLOAD SUPER MULTI,INSP $0.00
1 313-7742 BLACK CHAINLINK WITH BLACK TRIM,I1555 $0.00
1 320-7721 15.6 INCH HD TL LED DISPLAY W/CAM,I1555 $0.00
1 330-2934 DELL RESOURCE DVD,BACK-UP,1555 $0.00
1 330-2936 ATI M92XT 512MB,I1555 $0.00
1 330-2938 BACK-LIT KEYBOARD,INSP $0.00
1 341-7818 500G HARD DRIVE, 5400RPM,1537 $0.00
1 410-1883 ADOBE READER 9.0,MLANG,I/S/X NB $0.00
1 410-2184 MCAFEE SAPPHIRE MUI,30DAY,I/S NB $0.00
1 412-0148 NO ISP REQUESTED $0.00
1 420-6436 VISTA,PC-RESTORE, DIM/INSP $0.00
1 420-7622 DELL SPRT-CTR SW,32BIT,2.0 $0.00
1 420-8183 ROXIO CREATOR DE 10 $0.00
1 420-8223 DELL VIDEO CHAT,INSP $0.00
1 420-9100 DELL DOCK CONSUMER,INB/XNB $0.00
1 420-9170 POWER DVD 8.1,SW,DVD,INSP $0.00
1 420-9319 WIN VISTA SP1 HOME PREM,64,ENG,INB $0.00
1 421-0256 DELL WEBCAM CENTRAL, INSP $0.00
1 421-0323 WINDOWS LIVE SEARCH,MUI,CSMR NB/DT $0.00
1 430-2932 DELL WIRELESS 1510 WIRELESS-N, ROW,INSP $0.00
1 430-3379 INT 370 BLUETOOTH WIRELESS,INSP $0.00
1 463-2282 THANKS FOR PURCHASING YOUR DELL $0.00
1 421-0304 MS WORKS 9.0/HS,ENGLISH,I/S/X NB $0.00
1 960-2780 WARRANTY SPRT,INSP,INIT YR $0.00
1 992-6740 RTD,STUDIO 1555,SOL,INIT,CA $0.00
1 993-5857 HW WRTY + SVC,STUDIO 1555,SOL,INIT,CA $0.00
1 009-6800 SHIPPING FEE $0.00
1 330-5125 INTEL CORE 2 DUO LABEL CNB $0.00
1 950-9057 NO WARRANTY,YRS 2/3(1-1-1RTD) $0.00
1 600-0043 ON $2.14 ADS, NOTEBOOK PCS $0.00

OH, just realized ur 900 is prob before tax...that would make sense then?

 

Many companies sell to the consumer at between 2-4 times the price it costs them; so this would not be so shocking.

What you have to remember is that there are lots of other costs they need to cover. Those call centres are not free, their order processing & tracking systems probably cost millions, putting leaflets into local press, other advertising, ecommerce platform costs, affiliate marketing, pay per click, etc.

My company often buys a product for one third of the price we sell it for; but we still end up making only a small margin on each sale due to overhead and marketing costs. It's the way of the world.

 

Yea... It's just always fun to know what their costs are...

Junctioned... it's not the before tax price...I know that... I'm just not really sure what it is... Just interesting... I also find it funny how the Dell 1545 was about 600 then the studio was 800 then the newest configuration is 920.... just keeps going up


I'm also thinking this computer won't come tomorrow..... I think the Estimated date is just a day after the order date... I'm looking at all my past orders and thats the same..... So i wont hold my breath on that... I'll cross my fingers though... We'll see what happens....

 

Well, u have to wait for it to become "shipped" first. Even then, I think it takes a few days for it to come!

 

Yea... the order isn't even showing up in the order status site:
http://ausoladcacm.us.dell.com/ostatus/single.asp?language=E

I found it on the Dell Support Site here: https://support.dell.com/support/order/GlobalOrderDetails.aspx?c=ca&l=en&s=gen

So we'll see.... I should get more details tomorrow. The Manager is supposed to call me tomorrow night as well.... They better call...........

 

well my purolator number still isn't working; so i highly doubt my laptop will be arriving today =(

Hope you get a positive call from the manager, stabilo!

 

Stabilo, it'll still take a while after the laptop is shipped. I just called Purolator, and they told me it takes 4-5 business days to get it from Austin to pass through customs/borders. And then it'll take some more days to get to the destination.