Hey guys, long time lurker, first time poster here. I've got a problem similar to CrysDark and Fenuxx's former system replacement issues. Please let me know what you think I should do, and sorry for the wall of text. Below is a summary of the situation that I sent to Dell through this link. Afterward is their response so far.
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Around September 2nd, my computer froze completely and upon a hard restart, would boot into a black screen. During the next few days, I ran hardware diagnostics on it (everything seemingly passed) and even did a complete system reformat. After the system reformat, it would boot, but there were graphical distortions throughout the BIOS and OS. As soon as I installed the nVidia 7950 GTX graphics card driver, I got the black screen again. After booting into safe mode and uninstalling the driver, it went back to the graphical distortions (but at least it would boot).
I contacted XPS chat support on the 7th to get the 7950 GTX graphics card replaced. The chat rep, XPS_Michael_159051 was very helpful and ordered me the replacement card right away.
On the ~8th, I received an automated voicemail saying that the card was backordered, and that I could expect it in 2-3 weeks.
I contacted XPS chat support multiple times after that in order to rectify the situation as I could not wait that long to get the computer operational, especially since I had purchased ~next day service.
On the 11th, a system replacement was issued. At that point, I was waiting to find out what my computer was going to be replaced with. The technician who created the system replacement stated that I would likely receive a 1730 since the 1710 was discontinued. I then asked him what graphics card I would receive, as the 7950GTX isn't offered on the 1730. (I was worried that I might receive the 8700M GT SLI or worse, as it doesn't perform as well as my current card (7950 GTX) (If documentation is necessary to prove that the 7950GTX is more powerful than the 8700M GT SLI, then I will gladly provide it.)) He responded saying, I would likely receive the 8800GTX graphics card as I originally had the GTX series.
I contacted XPS chat support multiple times afterwards throughout the days to check on the status of the dispatch.
On the 16th, I contacted XPS chat support and got connected with XPS_Dana_135217. He/she was extremely helpful and polite, even though the issue wasn't resolved. I was given a link to the 1730's specs that was replacing my current system. It was then that I noticed that the graphics card of the replacement system was the 8700M GT SLI. I told Dana that the 8700M GT SLI was less powerful than my original card, and asked that it be changed to the 8800M GTX SLI setup. (I offered to provide benchmarks and proof backing up my statements). Even though Dana spoke with the supervisor about it, the request was declined. Dana then told me that he/she could escalate the issue to a resolutions department the next day, and then would email me the status afterwards. I agreed wholeheartedly.
The 17th, I received an email from Dana saying that the request was denied, and that I could contact Customer Care via phone to attempt to have the graphics card changed.
Later the 17th, I called multiple numbers, multiple times (also via XPS chat) in attempt to get the graphics card changed, to no avail. Eventually, I spoke to a supervisor in some department that said he would attempt to contact a resolutions department on my behalf, only to find out that the department was closed. He told me he would have someone call me before 1pm EST the next day (as I had to work later and would be unavailable) to resolve the issue.
The 18th, I waited till 1:30pm EST before leaving for work. After getting home around 10pm EST, my roommate informs me that Dell called around 2:20pm, and he directed them to call my cell. Sometime around 3-4pm EST I received a voicemail stating basically that they were unable to help me.
Later the 18th, I contacted XPS chat to attempt to get the issue resolved, only to have the rep (XPS_Steven_149906) be blatantly rude and unhelpful. The conversation ended when he abruptly disconnected me. I called the XPS phone number afterwards, and spoke to Manny Rep ID 01126962 about the situation. He told me that his supervisor had authorized the 8800 GTX replacement, but only as a part being shipped to me that I would have to have installed, after I receive the original replacement system. I asked him to check with the resolution specialists, to see if they could just ship the system with the 8800 GTX, instead of me having to deal with waiting to receive the card, and then waiting to have them installed. He told me that the resolution department was closed, but he could give me a call back tomorrow sometime between 5-6pm EST after he contacted them concerning the replacement. I agreed to this and ended the phone call.
I waited the 19th till 7:30pm before I received the phone call, ~1hr late. Unfortunately I missed it due to bad cellular reception, but I received the voicemail from Manny basically stating that the resolution department would not do anything for me. I called Dell XPS support again afterwards and spoke with someone concerning the issue once more. She proceeded to tell me that the 8700M GT was more powerful than the 7950 GTX spec wise and that she could not get the replacement card changed or even guarantee that if she created another system replacement, it would include the 8800 GTX. She told me that I should just wait for the system replacement, which she said would arrive sometime between September 25 and October 17th (if I recall correctly), and then interchange the cards then. I told her that this was unacceptable and she put me on hold for some time before she put someone else on the line. The new person on the line (he mentioned he was from dispatch or something similar) said that he was going to cancel the current system replacement, and remake it with notes specifying that the 8800 GTX was required. He said that I might see it go through that night, but more than likely the next business day, which was Monday, Sept. 22. I thanked him and waited for Monday.
Monday Sept. 22nd I called Dell to inquire about the system replacement status and spoke to two customer service reps, both stating that the original system replacement was still active, and that a second system replacement had not been created. In essence, I was blatantly lied to. One of the reps said that she would be contacting someone the next day (Tuesday, Sept. 23) to cancel the original replacement and then create the second system replacement (with the 8800 GTX). She said she would leave me a voicemail when she figured out what was going on with the situation. We left it at that.
It is absurd that this situation is being handled in this way. I cannot wait any longer for an acceptable replacement for my system. At this point I am thoroughly disgusted and unless Dell can provide me with a substantial system replacement promptly, I am requesting my money in full returned for the protection plan, along with all options added to it (such as Complete Care). I am also forwarding this to Dell Corporate as well as the BBB if necessary. Please contact me if you need any more information regarding this case.
XXX XXX
XXX@gmail.com
XXX (CELL)
XXX (HOME)
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Here is Dell's first response:
Hello,
I sincerely regret that you are experiencing difficulties with your Dell system. Your issue has reached the REC (Resolution Expert Center) Web escalations group via the Outstanding issues Web escalations form. We are located at Dell Corporate Headquarters in Round Rock, Texas. I am a case manager in this department. The REC handles Dell customer escalations and is at the highest level of support offered. Because this is an e-mail based support group, contact is limited to e-mails. If you have any concerns or issues we will be able address them here. I do appreciate your cooperation in this matter. I will own this issue until its resolution if possible. Please deal with me only or, in my absence, another REC case manager. This will prevent any confusion and further delay.
Unfortunately, your system has exceeded the 21 day Total Satisfaction Period. The 21 day Total satisfaction period has been implemented to bring Dell in alignment with the industry standard. Dell offers 21 days from the date of invoice in which our customers can either report any missing items or return the system in new condition for any reason.
After the 21 day total satisfaction period has expired, products fall under the terms of active service agreements and warranties.
In response to this issue, the industry standard has been set to between 15 to 21 days for the Total Satisfaction Period. This has been determined to be sufficient time to check and order, report missing items, and return unwanted items. For the convenience of it's customers, Dell Inc is currently opting to allow it's customers the maximum amount of time under industry guidelines which is 21 days from the date of invoice.
I can appreciate your concern about the timeline that was needed to replace the Video Card. However, all orders and service requests are subject to product availability. Since we are dependent on suppliers as is everyone else, there is little we can do until the product becomes available. Once it does become available, we will make every reasonable effort to get it out to you as quickly as possible.
Unless otherwise stated in writing, Dell does not assume any liability and is not required to offer any form of compensation due to delays in shipping or changes in product availability.
Currently there is a hold on your account that is blocking me from working on this further. I am looking into this and once I have that issue corrected will be able to
Thank you for contacting Dell
Ron, UI: 0166285
Case: XXX
CBG/SMB Resolution Expert Center
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In which I responded with:
Hello Ron,
It seems that your message may have been cut off? The last paragraph was:
Thank you.
XXX XXX
**************************************************************************************************
Here is Dell's latest response (9/24/08):
XXX,
Unfortunately, I do not know why this is there or how long it will be there. I am contacting other departments that handle this to find out what the status of this is.
When I have this corrected, I can continue to work on your current issue.
Thank you for contacting Dell
Ron, UI: 0166285
Case: XXX
CBG/SMB Resolution Expert Center
**************************************************************************************************
Around September 2nd, my computer froze completely and upon a hard restart, would boot into a black screen. During the next few days, I ran hardware diagnostics on it (everything seemingly passed) and even did a complete system reformat. After the system reformat, it would boot, but there were graphical distortions throughout the BIOS and OS. As soon as I installed the nVidia 7950 GTX graphics card driver, I got the black screen again. After booting into safe mode and uninstalling the driver, it went back to the graphical distortions (but at least it would boot).
I contacted XPS chat support on the 7th to get the 7950 GTX graphics card replaced. The chat rep, XPS_Michael_159051 was very helpful and ordered me the replacement card right away.
On the ~8th, I received an automated voicemail saying that the card was backordered, and that I could expect it in 2-3 weeks.
I contacted XPS chat support multiple times after that in order to rectify the situation as I could not wait that long to get the computer operational, especially since I had purchased ~next day service.
On the 11th, a system replacement was issued. At that point, I was waiting to find out what my computer was going to be replaced with. The technician who created the system replacement stated that I would likely receive a 1730 since the 1710 was discontinued. I then asked him what graphics card I would receive, as the 7950GTX isn't offered on the 1730. (I was worried that I might receive the 8700M GT SLI or worse, as it doesn't perform as well as my current card (7950 GTX) (If documentation is necessary to prove that the 7950GTX is more powerful than the 8700M GT SLI, then I will gladly provide it.)) He responded saying, I would likely receive the 8800GTX graphics card as I originally had the GTX series.
I contacted XPS chat support multiple times afterwards throughout the days to check on the status of the dispatch.
On the 16th, I contacted XPS chat support and got connected with XPS_Dana_135217. He/she was extremely helpful and polite, even though the issue wasn't resolved. I was given a link to the 1730's specs that was replacing my current system. It was then that I noticed that the graphics card of the replacement system was the 8700M GT SLI. I told Dana that the 8700M GT SLI was less powerful than my original card, and asked that it be changed to the 8800M GTX SLI setup. (I offered to provide benchmarks and proof backing up my statements). Even though Dana spoke with the supervisor about it, the request was declined. Dana then told me that he/she could escalate the issue to a resolutions department the next day, and then would email me the status afterwards. I agreed wholeheartedly.
The 17th, I received an email from Dana saying that the request was denied, and that I could contact Customer Care via phone to attempt to have the graphics card changed.
Later the 17th, I called multiple numbers, multiple times (also via XPS chat) in attempt to get the graphics card changed, to no avail. Eventually, I spoke to a supervisor in some department that said he would attempt to contact a resolutions department on my behalf, only to find out that the department was closed. He told me he would have someone call me before 1pm EST the next day (as I had to work later and would be unavailable) to resolve the issue.
The 18th, I waited till 1:30pm EST before leaving for work. After getting home around 10pm EST, my roommate informs me that Dell called around 2:20pm, and he directed them to call my cell. Sometime around 3-4pm EST I received a voicemail stating basically that they were unable to help me.
Later the 18th, I contacted XPS chat to attempt to get the issue resolved, only to have the rep (XPS_Steven_149906) be blatantly rude and unhelpful. The conversation ended when he abruptly disconnected me. I called the XPS phone number afterwards, and spoke to Manny Rep ID 01126962 about the situation. He told me that his supervisor had authorized the 8800 GTX replacement, but only as a part being shipped to me that I would have to have installed, after I receive the original replacement system. I asked him to check with the resolution specialists, to see if they could just ship the system with the 8800 GTX, instead of me having to deal with waiting to receive the card, and then waiting to have them installed. He told me that the resolution department was closed, but he could give me a call back tomorrow sometime between 5-6pm EST after he contacted them concerning the replacement. I agreed to this and ended the phone call.
I waited the 19th till 7:30pm before I received the phone call, ~1hr late. Unfortunately I missed it due to bad cellular reception, but I received the voicemail from Manny basically stating that the resolution department would not do anything for me. I called Dell XPS support again afterwards and spoke with someone concerning the issue once more. She proceeded to tell me that the 8700M GT was more powerful than the 7950 GTX spec wise and that she could not get the replacement card changed or even guarantee that if she created another system replacement, it would include the 8800 GTX. She told me that I should just wait for the system replacement, which she said would arrive sometime between September 25 and October 17th (if I recall correctly), and then interchange the cards then. I told her that this was unacceptable and she put me on hold for some time before she put someone else on the line. The new person on the line (he mentioned he was from dispatch or something similar) said that he was going to cancel the current system replacement, and remake it with notes specifying that the 8800 GTX was required. He said that I might see it go through that night, but more than likely the next business day, which was Monday, Sept. 22. I thanked him and waited for Monday.
Monday Sept. 22nd I called Dell to inquire about the system replacement status and spoke to two customer service reps, both stating that the original system replacement was still active, and that a second system replacement had not been created. In essence, I was blatantly lied to. One of the reps said that she would be contacting someone the next day (Tuesday, Sept. 23) to cancel the original replacement and then create the second system replacement (with the 8800 GTX). She said she would leave me a voicemail when she figured out what was going on with the situation. We left it at that.
It is absurd that this situation is being handled in this way. I cannot wait any longer for an acceptable replacement for my system. At this point I am thoroughly disgusted and unless Dell can provide me with a substantial system replacement promptly, I am requesting my money in full returned for the protection plan, along with all options added to it (such as Complete Care). I am also forwarding this to Dell Corporate as well as the BBB if necessary. Please contact me if you need any more information regarding this case.
XXX XXX
XXX@gmail.com
XXX (CELL)
XXX (HOME)
**************************************************************************************************
Here is Dell's first response:
Hello,
I sincerely regret that you are experiencing difficulties with your Dell system. Your issue has reached the REC (Resolution Expert Center) Web escalations group via the Outstanding issues Web escalations form. We are located at Dell Corporate Headquarters in Round Rock, Texas. I am a case manager in this department. The REC handles Dell customer escalations and is at the highest level of support offered. Because this is an e-mail based support group, contact is limited to e-mails. If you have any concerns or issues we will be able address them here. I do appreciate your cooperation in this matter. I will own this issue until its resolution if possible. Please deal with me only or, in my absence, another REC case manager. This will prevent any confusion and further delay.
Unfortunately, your system has exceeded the 21 day Total Satisfaction Period. The 21 day Total satisfaction period has been implemented to bring Dell in alignment with the industry standard. Dell offers 21 days from the date of invoice in which our customers can either report any missing items or return the system in new condition for any reason.
After the 21 day total satisfaction period has expired, products fall under the terms of active service agreements and warranties.
In response to this issue, the industry standard has been set to between 15 to 21 days for the Total Satisfaction Period. This has been determined to be sufficient time to check and order, report missing items, and return unwanted items. For the convenience of it's customers, Dell Inc is currently opting to allow it's customers the maximum amount of time under industry guidelines which is 21 days from the date of invoice.
I can appreciate your concern about the timeline that was needed to replace the Video Card. However, all orders and service requests are subject to product availability. Since we are dependent on suppliers as is everyone else, there is little we can do until the product becomes available. Once it does become available, we will make every reasonable effort to get it out to you as quickly as possible.
Unless otherwise stated in writing, Dell does not assume any liability and is not required to offer any form of compensation due to delays in shipping or changes in product availability.
Currently there is a hold on your account that is blocking me from working on this further. I am looking into this and once I have that issue corrected will be able to
Thank you for contacting Dell
Ron, UI: 0166285
Case: XXX
CBG/SMB Resolution Expert Center
**************************************************************************************************
In which I responded with:
Hello Ron,
It seems that your message may have been cut off? The last paragraph was:
Do you have any idea how long it will take to revoke the hold on the account, and why it was placed there? Also, I presume this is the best/only way to contact you?Currently there is a hold on your account that is blocking me from working on this further. I am looking into this and once I have that issue corrected will be able to
Thank you.
XXX XXX
**************************************************************************************************
Here is Dell's latest response (9/24/08):
XXX,
Unfortunately, I do not know why this is there or how long it will be there. I am contacting other departments that handle this to find out what the status of this is.
When I have this corrected, I can continue to work on your current issue.
Thank you for contacting Dell
Ron, UI: 0166285
Case: XXX
CBG/SMB Resolution Expert Center
Had same problem last week. Had a M1710 and 7900gtx. Died and was told Id get a M1730 replacement. They configed it but with the 8700m gt sli. Spoke to maybe 5 diff managers till one actually listened and canceled the first order and put in a new one with the 8800mgtx. Now Im just waiting for it to ship. Should be here tomm. Hopefully :/
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