M1730 Dead For two weeks so far. GPU backorderd. - Page 8

Aye, I hear you. It sounds like you're stuck in some kind of administrative trap as well as dealing with a parts backlog. This is my first support call to Dell ever.

I just got off the phone with Dell (I'm UK-based) and there's still no sign of the 8800s. They seem to have a magic number of 30 days before they will replace the laptop, which will be up for me next Monday.

So... I got an agreement from the Tech Manager than if there's no parts by next Monday we do the replacement. No idea what that will entail yet - they'd better not try the 8700s route

Can't say I've been that impressed with the customer service - so many promises to call back/email and keep me updated yet it's me doing all the chasing. This is the first Dell I've ever owned and I'm VERY disappointed that this has caused so much grief the first time I've had to use the warranty. In fact I've got to go to NYC in a couple of weeks and I'm having to scrounge a laptop to take with me - not bad for "next business day" service eh? They definately aren't a company I'd rely on for mission critical support!

Will let you guys know what happens next!

My support call was made at the end of September and the engineer was originally supposed to visit on Friday October 2nd. I'll call them tomorrow afternoon if I don't hear from them first. The communication hasn't been the best, but to be honest I don't need a status update every day. Once a week is enough.

I think that their mission critical stuff is better, but I see what you mean. This is supposed to be the Premier XPS NBD support.

Hey, I'd be more than satisified with a weekly update if only such a thing were possible

True to form they didn't contact me on Monday and I had to chase them up again today - surprise surprise they want me to wait until Friday now when they will contact me again (yeah right) because it's been "escalated" - which is what they said last time.

First and last Dell for me. I think £2000 is a bit steep for a box of junk!

*sigh*

That is very steep indeed.

Can anyone supply me with the 8800 part number? I only ask because they actually came and installed my GPU about a week ago and they are showing up as 8700s. I really have no idea if that is how I configed it when I bought it. Online description doesn't specify.

That being said if they did send me down graded video cards when I said no I'll be mad. Granted right now it doesn't matter because they forgot to send the motherboard last week, so the tech put in the video card for me. Worked for about 3 days or so. Then I got 5 different solid colored screens twice before it was ok. I went ahead and put in a call to get the MB sent out, which was done, but that same solid colored screen thing happened before the MB got here and it wouldn't stop so it was broken. Tech replaced the MB today and sadly no go it does the same thing. They put in for a box to come so I can send it out to the Depo.

Went ahead and put in another call to Dell because I'll be without my machine for at least another 2 weeks with all that crap. I'm not at home so I have to call back when I am or wait for this tech that was helping me give me a call Monday. Some supervisor actually wanted to talk to me too for whatever reason. Tech kept saying he'd do the "needful." Which I found out was making arrangement to send me a replacement unit, which I wouldn't hold my breath on that happening easily or quickly.

Anyway.........here we go

8800M GTX SLI for the M1730 is part number XM888. Perma-backordered.

Thank you Meat!

Well I thought I'd post an update on the sorry situation with Dell and the saga of the missing 8800's.

As usual it was down to me to pursue the situation as every promised update never happened. I had another week or so of being told the matter was being "escalated" and that it was all waiting on *someone* to make a decision.

Eventually I got fed up and a colleague found the email address of a Dell VP on the web, whom we contacted about the matter. We also contacted UK Trading Standards and mentioned this in the email to the Dell VP.

Strangely enough the XPS support people actually called me back pretty quickly after that. The only resolution they could offer was a full refund, which I accepted (they wouldn't do the Alienware replacement)

So, I got all the money back but I've been without a laptop for over 2 months - A fixed PC would have suited me better. Can't say it's left a good feeling - I was endlessly fobbed off by XPS support - I would have appreciated them being proactive and getting to a resolution a LOT faster - It's a pity it took an email to a VP to get things shifting.

Didn't think I would ever say this but Dell makes Sony tech support look competent!!!

To anybody waiting on XPS support to sort out your 8800 issues - you have my deepest sympathies

Have you heard back with an update on your system?

that's 2 refunds confirmed so far

Still can't believe a refund was cheaper than a replacement

To be honest, I never asked for a refund. All I wanted was my M1730 fixed back in September. They've had ever chance, I gave them a month and a half. All I asked was for them to "consider Plan B, whatever that is." That's when the offer of a refund was made.

Anyone know how long these normally take after the machine is collected?

I didn't ask for a refund either - I just wanted the machine I liked to carry on working!

Anyhoo, the refund took a week or so after they picked it up - I guess it took a little longer for me as the card I'd used to buy it had expired so I had to give them bank details for a transfer.

That's not bad at all. The card I used is still valid as it's the missus' card. She's lived here longer and therefore has a higher credit limit than me, going back to when it was legal for the credit card companies to increase your credit limit without your permission.

lmao, just wait until the Alienware fries. Then you'll really be screwed for good.

I have a m1730 today because of Alienwares even worst customer service.

Good luck.

dells customer service is going down hill right now.

Oh dear, this thread is going on since September.

Give DELL sometimes to keep up would ya? ;-)

cheers ...

Yes, sorry I ended up making a comment on someone else's thread they made about Dell offering a refund.

http://www.notebookforums.com/thread230462-2.html

Long and short of it is that they are supposed to give me a refund back to my Dell Preferred Card and then I can just build a new one. Unfortunately that leaves it where I might get the money back by Dec 4th and I'm still out another 2-4 weeks after that for the building of the machine

But at least it's something assuming they actually pull through.