Well said Karl
post #21 of 48
3/19/04 at 10:25pm
Originally Posted by Borgath
Actually, the XPS with the same stats and warranty options as the Sager will go for over 3000, where as the Sager goes for 2500.
Also, the sager comes with a 17'' wide screen, a 256mb mobility 9700, internal 108mbps wireless and looks so much damn cooler.
As for it being underclocked, I am only aware of the video card being underclocked which can easily be fixed!
Anyway, I look forward to your response, as I am sure it will be unresearched and emotional like the last.
Originally Posted by Karl
Not sure that's the way to go.
First of all, they have no idea when your notebook will ship. It's 100% dependent on the manufacturing process. I received my XPS early last week. According to what I was told by customer care, I SHOULD be receiving it Friday
You simply have to understand that customer care simply doesn't know. Calling them is useless, and the ship dates they provide are simply wrong.
Second of all, your notebook is being held up because of a production problem. Some have heard it's because of the WUXGA screens being in short supply. Others have heard it's because of a bad batch of batteries they received. I believe neither. I believe it's because of the problem we reported with the Radeon 9700 mobility. Dell basically has a bad batch of GPU's that aren't performing to spec.
Dell has two choices with this. Build and ship them anyway, and accept the high failure rate in the field... OR... halt production until they can solve the problem. I feel they are doing the latter, which is why your notebook is delayed.
To blame dell and say they don't care about you as a customer is only half true. Sure, they want your money. But they don't want you bashing them after the fact when you get a notebook with a bad graphics board.
Seriously. If you cancel now, you're stuck waiting anyway for another vendor to come out with a machine with the same specs. Dell is first to market with this kind of machine, and there's always a chance that there will be a problem with cutting edge gear. Now that my GPU issue was resolved with a vidcard swapout, I'm having no problems with my XPS. It's truly a fast machine that was engineered somewhat well.
No, I don't work for dell, I don't have any vested interest in Dell's success or anything like that. The situation just is what it is.
Originally Posted by ELL123
My views on your post
Customer care by definition is there to care for the customer... now if this problem had been going on for say 24-48 hours ok fine, but we all know It's been way longer than that now hasn't it.
I Would have expected someone @ customer care to get of there behind and actually find out what the issue is by now, instead of the agents spewing out the first fob-off that comes into there heads. At the very least its Incompetence.
|Dell has two choices. Be honest and tell me exactly what’s going on and apologise for the mis-information, or it can carry on like it is, which makes me want to get my cash back and spend it with a company that isn’t a joke.|
|So it’s ok to be $3000 beta tester? As long as Dell can say it got the machine out first.|
Originally Posted by DELL-Machina
Not to mention if you look at this from overal statistics Im betting theres a whole lot less of these "defective" GPU's than we assume there is
Originally Posted by Karl
Again, it is what it is. Right or wrong. I don't necessarily LIKE it, I simply UNDERSTAND it. It is what it is and you have to accept it or buy elsewhere. The bare fact that they're outsourcing in india chaps my ass like you wouldn't believe.
Again, it isn't in their best interests to do that. If they tell everyone it's a bad part, that reduces someone's faith in their brand (and in this case, another company's brand). If you tell a user "yeah, there's a hardware problem", that might give 'em good, honest information that MIGHT make the user feel better - but unfortunately human nature will make the AVERAGE user say "well, gee, what other problems am I gonna see when I get this thing" (mild) or SPEW CRAP on messageboards, prompting others to not buy (ahem. Starting to look like You.)
That doesn't help Dell at all, and while I don't LIKE the fact that they're lying to customers, I can UNDERSTAND WHY they do it. Imaging hearing on a forum that a car would randomly stall because of a bad part. How willing would YOU be to buy that car, and if you had an order for one, just how willing would YOU be to keep it?
I know *I* would cancel.
I've explained this before. This problem is simply a bad GPU. Can't wholly blame Dell for a technical problem with a part that ATI supplies. You aren't beta testing anything. There was a production problem involving bad GPU's, and they've gotta fix it.
If they explicitly SAY it's a bad GPU problem to their customers, they hurt not just themselves, they hurt ATI as well. And that affects their business relationship. Why should Dell do that?
Again, I don't necessarily AGREE with this, I think people should just be honest all the time. But Dell is a big (and HIGHLY VISIBLE) company. They aren't a small-timer like Sager or Alienware that doesn't have shareholders to answer to. Shareholders won't care if one of those companies has a cutting edge part with a defect.
I don't necessarily like it, but I certainly UNDERSTAND it. When you tell the truth to a customer about an actual flaw with a top-shelf part, you leave very little motivation for them to keep their money in your hands.
Originally Posted by ELL123
I feel it would have been less damaging for the company to stand up and say hey guys we got a duff batch of cards (if that is the reason we still don’t know) Sorry your laptops are going to be a little late. Ok ATI wouldn’t have liked it but Dell would have shown where its priorities lie I.E with the people that matter the paying customer.
|Now Dell has left the impression of a company with dodgy hardware and a customer service team that don’t know there *rse from there elbows. They have compounded the problem not limited it. And it shows on this and other forums.|
|Dell had the opportunity to do the right thing by its customers and turn this nightmare round, it chose instead to do nothing.|
|Will I buy a Dell again I have had 4 good machines from them in the past with no problems what so ever, so I know they can do the job. But this experience can’t be ignored. I think this time I will try some other company and see what they have to offer this time.|
|So you may have gathered I would pick the stand up honest car company over the dodgy lying car company…after all what else they hiding|