hi all, having a tough time with dell..
long story short, my 9400 was overheating badly, and the screen was blacking out etc.
dell decided to replace the system
i receive an old crusty 9400 from the depot that looks like someone had used it for a place to set their coffee for a while, and the outer shell cosmetics are chipped,scratched, and generally low quality.
but, thats not my real issue....this laptop has an X1400 card in it.
my original system had a 7800 card.
i didn't think this was a "like-for-like" replacement, so i escalated my case. the supervisor i spoke with didn't understand what the issue was all about i guess, cause she kept telling me that i received the SAME laptop as a replacement
she even got some guy from tech support on the phone with us to have him verify the specs between the 2 cards....but after about 20 minutes of him saying that my replacement system has the IDENTICAL card in it as the original. (7800 and X1400 are different....thats why they have different names and part numbers...)
anyways, i asked that the tech support guy get the actual card specs for each one out so he can see that the 7800 is 256 dedicated memory and X1400 has only 128 dedicated memory.
he puts us (yeah, the supervisor lady is still hanging out on the phone cause she says she can't request another replacement until she gets verification from tech support that the cards are in fact different...so much for knowing anything about these products).......anyways, we're on hold for about 5 minutes, we hear a click, and then he's gone.
this was horrible and amazing at the same time because the supervisor lady started saying "hello?...are you there?....HELLO?....tech support are you on the line?"...so i guess she got to see how wrong an frustrating dell customer service can be
horrible because she's like "well, let me got ahead and dial back into the tech support queue so we can get another rep...". i said no, she should work it out with the proper department and get back to me, cause it'd had been almost a full hour at this point.
so my question is, is there something special i need to say to get them to understand that an X1400 card is not comparable to a 7800 card? i remember seeing people posting on here with a similar situation a while back, but i can't find those old threads. as an aside, the laptop is still under the original 3 year warranty as well as complete care.
thanks for enduring my rant....just coming down off the dell-hell-phone-carousel
long story short, my 9400 was overheating badly, and the screen was blacking out etc.
dell decided to replace the system
i receive an old crusty 9400 from the depot that looks like someone had used it for a place to set their coffee for a while, and the outer shell cosmetics are chipped,scratched, and generally low quality.
but, thats not my real issue....this laptop has an X1400 card in it.
my original system had a 7800 card.
i didn't think this was a "like-for-like" replacement, so i escalated my case. the supervisor i spoke with didn't understand what the issue was all about i guess, cause she kept telling me that i received the SAME laptop as a replacement
she even got some guy from tech support on the phone with us to have him verify the specs between the 2 cards....but after about 20 minutes of him saying that my replacement system has the IDENTICAL card in it as the original. (7800 and X1400 are different....thats why they have different names and part numbers...)
anyways, i asked that the tech support guy get the actual card specs for each one out so he can see that the 7800 is 256 dedicated memory and X1400 has only 128 dedicated memory.
he puts us (yeah, the supervisor lady is still hanging out on the phone cause she says she can't request another replacement until she gets verification from tech support that the cards are in fact different...so much for knowing anything about these products).......anyways, we're on hold for about 5 minutes, we hear a click, and then he's gone.
this was horrible and amazing at the same time because the supervisor lady started saying "hello?...are you there?....HELLO?....tech support are you on the line?"...so i guess she got to see how wrong an frustrating dell customer service can be
horrible because she's like "well, let me got ahead and dial back into the tech support queue so we can get another rep...". i said no, she should work it out with the proper department and get back to me, cause it'd had been almost a full hour at this point.
so my question is, is there something special i need to say to get them to understand that an X1400 card is not comparable to a 7800 card? i remember seeing people posting on here with a similar situation a while back, but i can't find those old threads. as an aside, the laptop is still under the original 3 year warranty as well as complete care.
thanks for enduring my rant....just coming down off the dell-hell-phone-carousel
.
ffice
