dell hell limbo
back in April, of this year, i sent a laptop in on warranty per my contract, i had dropped it and the screen cracked, in this time while they were repairing it, i had to change my address several times due to work and financial hardship. Apparently dell flagged this, which is understandable, but never called ME. after 4-7 months of trying to get my m170 xps model laptop back, i was called a thief (not in literal sense, by their verification department.) after they said that they believed it wasn't me, and i proved to them i was, they refused to send me my laptop and said we will wait till the owner contacts us. I was the owner, after a bunch of BS, a resolution expert contacted me and supposing fixed the issue, i had to reaffirm i was the owner, so i did by sending the receipt of my laptop purchase. Later I was verified the ownere, I had already went through this when I bought the system.
The person in verification, ali never answered his phone and instead gave me a number in his voice mail to the credit card department .. wtf , right? i emailed him, no avail. Finally another resolution expert later, i demanded an m17x for all my trouble and job loss..who can do database management or web design without a computer?. I had lost my job and should sue, but i have had faith in dell because they always did right by me. I was told he would send it, he had me call verification department, we finally established d the laptop was mine mine after several DENIALS for a system exchange previously. So i wait the 2 weeks and what do i get? a REFURBISHED BROKEN xps m1730. Entirely what i was not promised. This model was made in April and stopped production from what i read in September because of how often the graphics cards go out. I remember when a tech told me their was a service bulletin about the 8700 graphics cards suffering from a manufacturing defect.
I called back and had the issue escalated,after checking with the tech, the tech informed me the m17x was "Not available so they shipped an m1730 instead. i had the tech escalate, and when the person handling my case contacted me, he treated me with such an attitude as such, (listen you should be grateful you got a laptop type attitude).when i asked why i was treated like a thief , he told me they saw i changed my address several times, understandable, i asked why i didn't get my laptop in a timely manor, they said they were investigating...dell NEVER investigates stolen property except for complaints and will refuse to service stolen machines. I asked about the m17x, obviously he put me on hold for a long time, came back on the phone sounding confused at what he should do, and started spearing the customer service script talk. I informed him that this was enough because he had to do some "RESEARCH" when the records were right their in front of him, he refused to let me talk to his manager with petty excuses such as saying he was the manager. i informed him OK, but if i don't get this system exchanged for what i was told i would get, then I'll need the legal departments number when you decide to call back. He called back and said he will be calling back on Monday and saying that we are gonna try to find a way to resolve this. quite frankly mi ashamed to have to had gone through this, and being led in circles...I know that people should not be treated like this so mi filing my complaint before i decide to sue if the outcome is not as promised.
Apprently when i asked to talk to this guy's manager, he said he only visit's the site once or twice a month... so i contacted the bb with the above..their trying to say i never was told i would get an m17x, however a resolution specialist built the system with me on the phone...my friend was with me when i had it on speaker...this is just crazy....