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I'm starting to hate Dell!

post #1 of 22
4/19/05 at 3:21pm
Thread Starter 
After spending almost an hour and a half with some very poor English speaking person on Sunday...Dell decided that my brand new laptop needs a replacement dvd-rw drive. It will work with cd's but does not recognize any dvd. They stated that they would "overnight" the drive and I would have it by Tuesday.

Well, today(Tuesday) arrived and no drive. So I called Dell and after holding for 15 minutes I was told that the replacement drive has not shipped and that it should be ready to ship tomorrow!

Oh well...so much for customer service! Sorry, had to vent!
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post #2 of 22
4/19/05 at 3:28pm
So far I've been lucky and only had to talk to one non-american tech. Luckily then I got around him. Hopefully you will get the replacement soon.
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post #3 of 22
4/19/05 at 4:08pm
I have never called Dell, always done everything through email and everything has worked out very easily and quickly. I have had the hard drive and battery for my 700m replaced, both done through email and both happened quickly. For the battery, i I noticed the problem Tuesday evening, by Wednesday morning I convinced them it needed to be replaced and my new battery was at my apartment by Thursday evening. I was very impressed.
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post #4 of 22
4/19/05 at 6:47pm
Quote:
Dell 700m
Pentium-M 1.6 Ghz Dothan | 768 MB PC2700 RAM | 100 GB 5400 RPM HDD | 12.1" WXGA
How the hell did you get a 100gb HDD in a 700m!?
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post #5 of 22
4/19/05 at 7:33pm
Quote:
Originally Posted by buckeye rich
After spending almost an hour and a half with some very poor English speaking person on Sunday...Dell decided that my brand new laptop needs a replacement dvd-rw drive. It will work with cd's but does not recognize any dvd. They stated that they would "overnight" the drive and I would have it by Tuesday.

Well, today(Tuesday) arrived and no drive. So I called Dell and after holding for 15 minutes I was told that the replacement drive has not shipped and that it should be ready to ship tomorrow!

Oh well...so much for customer service! Sorry, had to vent!
What type of Laptop is it and What drive do you have NEC/Sony/ETC...
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post #6 of 22
4/19/05 at 8:04pm
Quote:
Originally Posted by littleastrostar
How the hell did you get a 100gb HDD in a 700m!?
Momentus 100 GB drive, I got it for $180 from Best Buy. It's an amazing drive, I highly suggest it. Much quieter than my Hitachi and it feels quickly.
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post #7 of 22
4/19/05 at 9:03pm
did you guys have to return the replaced parts? If so, did dell take care of the shipping costs? i would assume so..but just wanted to double check for future reference
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post #8 of 22
4/19/05 at 9:07pm
I've had to return some bad print cartritges and they're having me send back one of the comps. So far they're going to pay for the shipments.
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post #9 of 22
4/19/05 at 9:08pm
Thread Starter 
Quote:
Originally Posted by DarqHelmet
What type of Laptop is it and What drive do you have NEC/Sony/ETC...
I6000 with the Sony DW-D56A. It works fine with cds, it will not play dvds...most of the time. I have tried playing 5 or 6 different dvd movies and it almost played 1, X-Mem. It then locked everything up.
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post #10 of 22
4/19/05 at 9:12pm
Has anyone thought of the fact that is might be a graphics card problem instead of the optical drive. It seems wierd that it would read the CD, but not DVD's. Maybe the DVD deocode is faulty of something?
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post #11 of 22
4/19/05 at 9:26pm
Quote:
Originally Posted by joseyu
Has anyone thought of the fact that is might be a graphics card problem instead of the optical drive. It seems wierd that it would read the CD, but not DVD's. Maybe the DVD deocode is faulty of something?
it might not be the video card because the decoding of a dvd movie is handled by the processor.

To threadstarter:
Do you have a cdr/dvdrom combo drive or is it a dvd+/-r? Im asking because, the combo cdr/dvd drives are currently backlogged until april 20. so for those still waiting for the replacements, they wont ship out til april 20..
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post #12 of 22
4/19/05 at 10:10pm
Wow, sorry to hear you having a problem, but the worst is that they promised to ship it to you and they didn't.
At this moment i am on hold with a Dell rep., i believe she is from India, but the lady who called me initially was from the Phylipines, very polite and with very good English, just a little accent. I had emailed them requesting the CD w/ the OS and drivers. They called me to help make a copy of the them, but somehow they walked me through and we couldn't make it. So they are sending me the CDs by mail.
You see, problems eventually happens, what is really important is how the company takes care of it. Be firm with them about this issue until you are satisfied, they will give you discounts and coupons. I had some problems with my system, minor ones, i wasn't happy at first, i told them and they took care of me.
Good luck with your issue, and vent it off!!
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post #13 of 22
4/19/05 at 10:36pm
Thread Starter 
Quote:
Originally Posted by wordhouse888
To threadstarter:
Do you have a cdr/dvdrom combo drive or is it a dvd+/-r? Im asking because, the combo cdr/dvd drives are currently backlogged until april 20. so for those still waiting for the replacements, they wont ship out til april 20..
It is the dvd r +/-

Dell just called me and told me that I would have a new one tomorrow. They said the replcement "dispatch" was held up until today due to some error in the sales department.?????

Hopefully it will be here tomorrow.
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post #14 of 22
4/19/05 at 10:41pm
Quote:
Originally Posted by joseyu
Has anyone thought of the fact that is might be a graphics card problem instead of the optical drive. It seems wierd that it would read the CD, but not DVD's. Maybe the DVD deocode is faulty of something?
Combo drives use 2 different laser pickups for Either CDs or DVDs.

The wavelength that is required to read the different types of media either CD or DVD is different and therefor equires different lasers.

This is most likely the problem. I seem to remember I have a Sony PS2 with the same problem.
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post #15 of 22
4/19/05 at 11:48pm
i'd recheck the dvd software...were you using windows media player or some other dvd playing software?
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post #16 of 22
4/20/05 at 12:32am
Quote:
Originally Posted by jwerfel
I have never called Dell, always done everything through email and everything has worked out very easily and quickly. I have had the hard drive and battery for my 700m replaced, both done through email and both happened quickly. For the battery, i I noticed the problem Tuesday evening, by Wednesday morning I convinced them it needed to be replaced and my new battery was at my apartment by Thursday evening. I was very impressed.
How did you get tech support with email? I am in Canada and the site says that I got to phone them.
It would be nice to not have to use Dells phone tech support
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post #17 of 22
4/20/05 at 9:31am
Quote:
Originally Posted by The Monkey Man
How did you get tech support with email? I am in Canada and the site says that I got to phone them.
It would be nice to not have to use Dells phone tech support
Maybe it's only available in the US (seems stupid), but I looked back and the original email I sent was done online and the responses I sent them went to US_CTS_Mobile_Support@dell.com so I assume that is meant for US only. You could try emailing them and pretend you didn't know and try to find out how to get support in Canada.
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post #18 of 22
4/20/05 at 9:46am
I had the same reason for asking a replacement for my 700m. I got the sony dvdburner and they replaced it with a nec. Now, its working fine. Note that there were no drivers or software changed during the switch. I'd say go ask for a replacement and go from there.
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post #19 of 22
4/20/05 at 10:06am
Thread Starter 
Quote:
Originally Posted by laffingbilly
i'd recheck the dvd software...were you using windows media player or some other dvd playing software?
Windows media player would not play. Power DVD started to play a movie once but then locked everything up. As for "burning" a dvd, I tried CloneDVD, Nero, and Sonic, none of them recognized the media.
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post #20 of 22
4/20/05 at 1:28pm
Quote:
Originally Posted by jwerfel
I have never called Dell, always done everything through email and everything has worked out very easily and quickly. I have had the hard drive and battery for my 700m replaced, both done through email and both happened quickly. For the battery, i I noticed the problem Tuesday evening, by Wednesday morning I convinced them it needed to be replaced and my new battery was at my apartment by Thursday evening. I was very impressed.
What exact e-mail addreess do send your complaint to, i certainly would like to get off the never ending we be right with yada,yada,yada TIA
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