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Venting about Dell and my laptop - Page 13

post #241 of 362
10/2/09 at 9:15am
Dell has changed over the past two years.

They used to have a real department, staffed in Austin, to really deal with escalated issues. I dealt with them during a M1710 replacement (which with the 7950GTX card and its light weight was probably the best laptop I've ever had). The M1730 has been a disaster.

Now that I can't even get a replacement card for the M1730, Dell is saying that they're going to replace the machine. HOWEVER, the "department" I'm dealing with is a non-US call center that claims to be _almost_ as devoid of power as the regular call centers.

I do have a couple contacts up my sleeve, hopefully I don't have to use them, but it's getting pretty close.

For those in the M1730/8800 limbo, I'd suggest you do a google search for "dell smb cbg rec" (without the quotes) and see where that takes you. There ARE people in Dell that can do what you want. There ARE ways to get in touch with them.

Keep in mind, if you find an old 5 digit Dell extension, most times you can just put "72" in front of it to get the new 7 digit extension. Also keep in mind that dell uses a "FirstName_Lastname@dell.com" format for their email. Use these tools to your advantage.
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post #242 of 362
10/2/09 at 9:58am
right just had a ding dong with my cr rep ritesh bagdai who said i had two options .
1. wait two months to replace my gfx card
2. accept a replacement with an m8700 which will have the card replaced when available . He said this was in their TOC is this true?
And that's it .
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post #243 of 362
10/2/09 at 10:08am
Well I think its time for everyone to start filing disputes with the BBB
an start raising hell any way you can. local media, intenet reviews what ever.

I would even suggest trying to get all the disgruntled M1730 owners to file a class action suit.

Email Michael Dell

The more media attraction that can be brought to bear the more likely Dell will work to resolve it.
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post #244 of 362
10/2/09 at 3:35pm
Quote:
Originally Posted by dave-p View Post
Well I think its time for everyone to start filing disputes with the BBB
an start raising hell any way you can. local media, intenet reviews what ever.

I would even suggest trying to get all the disgruntled M1730 owners to file a class action suit.

Email Michael Dell

The more media attraction that can be brought to bear the more likely Dell will work to resolve it.
i agree. it would make a good case due to the number of victims and the similar problems they are having.
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post #245 of 362
10/2/09 at 4:42pm
Thread Starter 
Quote:
Originally Posted by dave-p View Post
could be many things, interested to see what they say tommorrow.
They said its because I've had 3 replacements and they wont send me anymore unless I send my laptop to the depot.

Im not sending it in again, I just cant have them have it for a month and tell me theres nothing wrong it with when they can just see what parts I have in it and that my current graphics card is not as good or equal to my previous card.

I tried to tell them that I'm not going to send it in because its pointless, they wont budge, any suggestions?
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post #246 of 362
10/2/09 at 4:44pm
I am afraid that you are stuck with sending in your comp.. woodstock here has the same issue with not having his system for months :-((

cheers ...
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post #247 of 362
10/2/09 at 5:02pm
yeah, i was told the same thing but i did send it to depot and the destroyed my laptop like i knew they would and was told i would get a replacement, but now my account is on hold and i wont get anymore replacements... no clue who to contact about a hold...

Quote:
Originally Posted by Fgo View Post
They said its because I've had 3 replacements and they wont send me anymore unless I send my laptop to the depot.

Im not sending it in again, I just cant have them have it for a month and tell me theres nothing wrong it with when they can just see what parts I have in it and that my current graphics card is not as good or equal to my previous card.

I tried to tell them that I'm not going to send it in because its pointless, they wont budge, any suggestions?
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post #248 of 362
10/2/09 at 6:01pm
Thread Starter 
You need to call the verification department, #1866-383-4713. Also just look on the forums for the CEO and management email address, if you send them an email with your problem youll get a case manager pretty quick.
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post #249 of 362
10/2/09 at 8:45pm
Quote:
Originally Posted by Fgo View Post
They said its because I've had 3 replacements and they wont send me anymore unless I send my laptop to the depot.

Im not sending it in again, I just cant have them have it for a month and tell me theres nothing wrong it with when they can just see what parts I have in it and that my current graphics card is not as good or equal to my previous card.

I tried to tell them that I'm not going to send it in because its pointless, they wont budge, any suggestions?
not sure what your warranty has but with mine i have the next day delivery and install, so when dell told me to send it to the depot i simply said this laptop is also used for work and if i send it that means i wont make any cash. that right there worked for me thats why my system never seen any depot's. i also told them that my warranty has the home service and i expect nothing less. give it a shot.
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post #250 of 362
10/2/09 at 9:18pm
Quote:
Originally Posted by Fgo View Post
They said its because I've had 3 replacements and they wont send me anymore unless I send my laptop to the depot.

Im not sending it in again, I just cant have them have it for a month and tell me theres nothing wrong it with when they can just see what parts I have in it and that my current graphics card is not as good or equal to my previous card.

I tried to tell them that I'm not going to send it in because its pointless, they wont budge, any suggestions?

At this point I think your going to have to send it in, they probably have the right to inspect the unit.
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post #251 of 362
10/3/09 at 12:05am
Thread Starter 
Quote:
Originally Posted by dave-p View Post
At this point I think your going to have to send it in, they probably have the right to inspect the unit.
What I dont get is why would they need to inspect it? Seriously, there's nothing actually "wrong" with the unit, just the card they sent me was not "greater than or equal to" my old graphics card; no CUDA and a 128 bus width.

I don't see one reason why they cant just look at what's in the system through their awesome computer system and see what's in it and what I had previously.

I know as soon as I send it in, the technician (unless hes a gamer or a renderer) will say that the GPU I have now (8600's) are better than my old GPU (7950gtx).

OR if they say that its not, then I have to wait a month to get my new laptop back because they're going to have to process, build, test, and ship the new one they already put through processing.

I went through the agreement I agreed to when I bought my laptop, nowhere did it mention I had a limit of 3 exchanges that could be sent to me, even if the exchanges were Dells fault.

Last time I sent my laptop in to get replaced it got lost for 2 months. I'm not having that again, and I refuse to send my laptop back in.
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post #252 of 362
10/3/09 at 1:55pm
So an update with me. I turned down tech support and parts replacement on the the m17x that wouldn't power up. I just don't have trust in a unit that was supposedly newly built and tested for six days and won't boot to windows.

Dell has agreed to another system replacement, I have a new order number, and I have sent them back the 1730 to do with as they please. Maybe they will re-bake my 8800 and send it to one of you.

I have also managed to get a few concessions out of them. Not anything special like an upgraded CPU but a few cosmetic things to sweeten the deal.

So with my Journey that began in October last year, and replacement question that began in July. It will take a total of 4 months for *hopefull* total resolution.

I know that we all bitch about Dell Hell and them keeping there promises, but I don't know of another manufacturer that would be giving us new alienware's, let alone any replacement systems.


If you know any please inform me as I would love the alternative.
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post #253 of 362
10/3/09 at 3:54pm
goodluck on you new quest...hope this end your journey.
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post #254 of 362
10/3/09 at 4:22pm
Quote:
Originally Posted by Fgo View Post
I don't see one reason why they cant just look at what's in the system through their awesome computer system and see what's in it and what I had previously.
They can't because it's a DeLL and not working like it should.
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post #255 of 362
10/3/09 at 6:20pm
@CrysDark:

Just dawn on me that maybe that is what Dell is doing. Taking some repaired systems from some users and give them to the ones that don't want to wait, and give the new ones out to the ones that are willing to wait
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post #256 of 362
10/3/09 at 6:26pm
Well good news on my part. I found this in my service call summary

224-5967 BLACK METALLIC
1310-0173 AIRBORNE DOCUMENTATION, SYSTEM BOARD..., FACT

So I'm guessing they are sending me a new M17x
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post #257 of 362
10/3/09 at 6:27pm
Another Dell happy customer then? ;-)
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post #258 of 362
10/3/09 at 6:28pm
Congrats hope it all works out for you
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post #259 of 362
10/3/09 at 6:29pm
Quote:
Originally Posted by qhn View Post
Another Dell happy customer then? ;-)

I'm not happy untill it's here, working. Hell that laptop might have a frickin hole in it like that one M1730 Dell kept sending out
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post #260 of 362
10/3/09 at 6:31pm
tch tch tch .... be optimistic, non?
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