Dell Studio 17 w/ Horrible Customer Service

Hello all,

Without boring you with all the details I wanted to inform this community of the wonderfully painful experience I had with Customer Support when I ordered my studio 17.

First it was a month lead time on a custom build. This I can understand since I did order it at the beginning of the school year. So on the day it was supposed to ship they called me and told me it wasn't shipping because the screen was back-ordered and they had no idea when I would get it. So curious I called the next day to ask why I wasn't informed until the day it was supposed to ship that it was back-ordered. I was told, and I quote, "We knew 2 weeks ago it would be late but we didn't want you to be upset". So at that point a asked for a supervisor and was transferred only to find out 10 minutes later I was talking to the person who originally took my order. Long story short this went on for 2 weeks, I spoke to 10 different people on 6 different phone calls. At one point I had to fight with the rep for 15 minutes to transfer me to a supervisor.

So finally, after 2 weeks of fighting and well over 45 days of waiting on my machine it was delayed once again. I called one last time in hopes of salvaging the order and was connected to someone who helped me. She offered me $YYY off the machine and an upgraded warranty. I was happy, I may have to wait longer for the machine but I was being compensated. Then the next day they canceled my order on me. They had called to see if I wanted to continue with my order and I guess they didn't fill out what they needed fill out to continue so the order was canceled.

So I was spending well over $1700 on a custom build machine, I was toyed with for a month and a half, and the order was canceled without my authorization.

I guess if they didn't want my money that bad then I will just sent it over to Sager.

So beware before you buy into a dell. The customer support it horrible.

 

What kind of screen did you get because it was back ordered?

 

It was the new HD screen for the high end studio 17. I don't remember the designation but I know it was a 900p HD screen.

 

Yah I did the same ordered a dell studio 17 just after christmas and was told that my EDD would be the 22nd of January.I called customer care today because when I checked the status on line it told me that my laptop was The information is temporarily unavailable.The CC worker told me that my new EDD is now the 11th of February.Supposely the excuse they gave me was their was a shortage of hardware for my specific build.Not impressed in the least.If anybody has similar recent issues please post,ty.

 

I'm not defending Dell's choice of actions but I will say companies usually do have a shortage of items after the holidays.

 

Ditto...ordered 1080p screen w/I7 Edd was Jan 11..order Dec 9...unavailable status...I don't have the time to sit on hold right now...this is my fourth pc from Dell and the first one that they haven't met the EDD ....I will wait and see a while longer....unless it gets cancelled...I have read that can happen as well..cheers...maybe by the time we get ours, it will work as advertised... I may make the leap to the 17" Asus G73 if this drags on much longer...nice specs on that system....

 

Guys, the 1080p screen has been EOL'd from what it appears on the forums. So you won't actually get your order built. Press Dell reps on that.

Gunned, Asus G73j looks absolutely great for the price. The couple downsides being unable to get upgraded CPU (you can from resellers for about $450 though) and lack of express card slot, but what you get in return is fairly awesome.

 

I wonder how this affects me, as my order is through Dell Financial. They've already sent me the paperwork, I've got an EDD of 22/2/10.

Since Dell is paying up front for the LT, I wonder if they will:
A: Cancel the order, AND my financing contract.
B: Upgrade me to a 2010 spec unit.
C: Downgrade me to 900p. (Shudder)

I'm not sure how it would work, as I have a fixed payment schedule based on a price, including the 1080p screen. A lesser component, would mean a different price, meaning my finance agreement would have to be redone...

Interesting...

 

I got mine and had the seven beeps of death the morning after so maybe you're lucky?

You might want to look into the ASUS N61JQ-A1, or the 71 which is just a 17.3 screen. The resolution is poor but I do not think that is important to youfrom the specs. I am looking into it myself if Dell cannot get their act together with the i7 720.

 

Did you try the CMOS battery workaround?