Final review of XPS and situation with Dell - Page 3

Based on the review, it appeared to be based mainly on benchmarks. The Alienware did beat it on a few benchmark, it had the nvidia card, and single channel ram. from looking at their marks, the AW was alot higher than what I see on the AW board (which surprised me a little with the nvidia?) and the Dell was roughly the same as the marks I got. The pretty went as far as saying the XPS was the best laptop they've ever seen, bar none, and is better than most desktops. I'm sure it had one of the good gpu's though, from what I'm reading that appears to be the problem over here. You can bet based on that, the XPS's going out the door to real people were never tested on gaming

Thanks for the added link, I wasn't sure who john.spooner was.

Updating the continue Saga of "dELL in Hell".

Another day and my XPS is still in a box sitting in my living room, they obviously don't want it back under any circumstances.

I set here again between 12-5, no pick up. Surprise, Surprise.

I did watch the Philadelphia ABC news Consumer watch section today. I've got it recorded but really don't have a way to copy it off. They pretty much bashed the living $#!+ out of dell and their customer support. Opening with if you get a computer in the store you can take it back, but the major computer Corporation, Dell, that is not always the case. Mentionable item, DELL INDIA and the communication gap with customers. Their support appears to do more harm than good. Lastly, they indicated the only way to apparently get results is to threaten legal action. Dells response, we'll try to help the customers they mentioned, we're adding resources, blah blah blah.
The link is at the bottom of the page

On the note of my illustrious dell. I waited to see the broadcast before calling. The initial customer care support person to no surprise said "It wasn't our fault". After brow beating her into reading my previous comments, and have her explain why, she came to the conclusion that she didn't know why.

I then spoke to a manager, explained the ongoing saga for the umteenth time. I asked if he could credit my card, not until receipt, what other options? Well we can schedule a time between 12-5. When hell freezes over. I proceeded to tell him his options were as follows. He had until tomorrow to provide an exact time they would be there, e-mail me the information by tomorrow afternoon, and have the "dell in hell" out of my hands by Thursday afternoon, or credit my card by then. The other option was, they would be sued.

Well he indicated they didn't want to be sued. I explained that although they didn't want to be sued, according to the "Philadelphia ABC News Consumer Watch", that I just finished watching on TV, this appeared to be the only way to resolve issues with dell, so they should be used too it by now. He asked if I live in Pennsylvania, I said I do. You would think my address would have given it away. I told him I would recommend he e-mail a resolution by tomorrow afternoon as well as an explainatory phone call, or to expect the worst. I then preceeded to explain that at the very least, they wouldn't piss off their customer quite so much if they had just called the prior three time to find out if they picked the thing up, but since that was above their grasp and integrity, then lawsuits are inevitable.

Simply put, nothing new too report here. That will be the last time I call though, so there is one positive, I will no longer speak with their retched customer care.

http://abclocal.go.com/wpvi/features...ort_index.html

Full refund, correct.
I think that is the option (self shipping) that they want me to pursue, but at this point I will probably talk to an attorney to find out how liable they really are. They did state they would refund me the shipping, but I could get no real answer from them on whether they would warrant the return. I am leary that if I do it, they may come back and say that by doing so, I didn't ship it according to their standards. At this point, I trust absolutely nothing they say over the phone, and they refuse to respond too my e-mails. But at least on the e-mails I get a authorization code that they recieved the e-mail.

My recommendation was that they send a tech out to pick it up and verify the parts and credit my card. The supervisor said they could not do this. I indicated it didn't surprise me, since I paid for onsite survice and the tech support had me dissassemble the laptop, indicating the fans were user replacable. I indicated that I really questioned whether they actually had an on-site tech here, and just wanted the extra warranty money.

To me it seemed logical that they would do this to limit their liability, but I guess that question was not on the scripted answers. My other response was, at this point, he could jump his @$$ on a plane and pick it up himself, to make sure it was done right, since they've already cost me a lot more than the expense on a plane ticket. You've probably guessed that wasn't an option.

100% Alienware. I planned on buying one the week the XPS came out, but then the XPS came out with the 9700 card. I've been keeping up with their product since 1/1/04 and the forum seems to have a lot of happy customers. I will wait for the 9700 card, can't imagine it will be too much longer. There is talk the AW 9700 card with be 256mb, but it won't matter to me either way. I really don't think the 256mb will be much better than the 128mb. The AW just gives up the dual-channel, but I can live with that.

Just today the AW came out with the different colors on the 15.4" screen. I like the blue more than the prior default silver. The day the 9700 hits on the AW, I transfer the money to my CC and order. Since I probably will have no credit from dell by then.

The Tech TV show yesterday made me feel even better. The XPS beat the AW with the nVidia card on all benchmarks, but they recommended the Alienware hands down.

I also tend to believe the delay on the 9700 in the AW is because of excessive testing on the product, that I like.

At this point, my attitude is just leaning towards "beggars can't be Choosers".


It was really was between AW and Sager. Voodoo is too damn much. Sager was too heavy and cumbersome. With the XPS at 9 lbs, adding a few lbs for the sager lost my interest. Plus, I know alot more about AW from reading their forums for the last 3 months.

ABOUT F'in TIME.

Well, Dells customer care supervisor never bother to call. Out of sheer luck and coincidence I was here when UPS showed up unscheduled and unexpected. I just wrote them an obscene letter describing the circumstances. Notably, they only gave me 1 RA# when I needed 2, one for each package. I asked about this at least 10 times and sent 2 prior e-mails regarding this and was assured it was correct. Just taped the f'in boxes together and sent it on its way. For lack of wanting to type the information again here is the e-mail

------------------------------------------------------
This letter is being written for legal reasons, as I have no faith or trust in Dell Computer Corporation.

I spoke with ******* *** a customer care supervisor between 5:50 and 6:25 pm on 03/16/04. I gave him ultimatums on my account. He guaranteed he would both e-mail me and call me today with a resolution, based on your unethical nature. To no real surprise, I heard nothing from you today.

UPS showed up today to pick up the packages, unscheduled. Out of sheer luck on your part or coincidence I was here. The first note is something I?ve e-mailed to this web service and asked of your customer care staff every time I spoke with them on the phone. I was only given 1 return authorization number for 2 packages, I specifically questioned whether this was correct and mentioned it on every instance. I was assured it was correct. You not only need to develop better communication with your customer, but with UPS as well. It seems like the courteous UPS drivers where the only positive experience with Dell Computer Corporation. Based on the driver?s recommendation, we taped the packages together. The single label was placed on the box containing the laptop and accessories. The box with the backpack was taped to this. The remote control is inside of the Laptop box. If there is a problem with this FIX IT, as you are the reason for the problem, regardless of whom you attempt to blame.

The scheduled pickup date was today, not yesterday as your records indicate and you expressed to me. You would think you staff would have picked this up last night. I expect full refund to my credit card immediately upon receipt by your company. Because I was forced to enter a ?refusal to pay? with my Credit Card, based on your negligent actions, hopefully for your sake it will be done prior to that time.

I will be filing a full formal complaint against the customer care department with the ?Executive Support Team? in your company, the Better Business Bureau, the Attorney General of the State of Pennsylvania and anyone else I deem necessary

In closing, your company has provided me with the worst retail experience I?ve ever had in my life.

Thanks for Nothing,

****

dell is finally the he!! out of my house.

O.K., now I'll try to get back to being professional, it just had to be said. Thanks for listening to my ranting and raving the last week

Thanks, I'll let you know. Just getting rid of it is good enough for me. Just to piss them off, I'm going to submit for reimbursment of the credit charge for this month, when they are done.