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Screwed Over By Dell - Page 6

post #51 of 95
Why is everyone suggesting desktops or other laptop replacements?
The DELL M18x is THE BEST and MOST POWERFUL gaming laptop on the market.
$2200 for 2920XM + 6990 QuadFire is an unbeatable price.
    
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post #52 of 95
Sorry, with that type of service. I rather have downgrade. Thanks.
My 2c.
     
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post #53 of 95
If I was much less lazy (or if I even knew where the number list was) I could give you some inside numbers for dell, but I warn you they even treat there own employees like crap. kinda why I stopped working for them.

I worked for them and my call times were the worst of anywere I have ever dealt with. they have communication issues and they know it.

also where did you get the $2200 figure? I just checked and it was: Dell Price $2,619.00
*and its 6990M Crossfire (not quad) lol... hmm quad would be nice though, but bit of a battery killer.
Edited by Killam0n - 8/3/11 at 2:37am
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post #54 of 95
The real question is why the hell you bought a Dell!
post #55 of 95
Quote:
Originally Posted by mental.patient;14446122 
Why is everyone suggesting desktops or other laptop replacements?
The DELL M18x is THE BEST and MOST POWERFUL gaming laptop on the market.
$2200 for 2920XM + 6990 QuadFire is an unbeatable price.

If Dell hassles customers this much and for no real reason --

I'll pass, even if the "deal" looks great.
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post #56 of 95
Thread Starter 
So this morning I get another phone call from Viijay. He said the order is still on its way to my house. Sadly I was sleeping and it went to voicemail, but I flew to the computer when I found out. Fed Ex still said the order is going back to Dell. My heart sunk.

Im STILL waiting for them to put this order in. It's been like 24 hours, as opposed to the 8 hours I was told it would take to replicate the order and put it in processing. No email.

So I call this Triya up again. Bastard acts all nice and almost pretends like she doesn't know me or my situation. I almost had to explain myself again to her it seemed before she caught on. I was flabberghasted.
She finally got the order in, and I hang up.

I check my email and I now have the order number.
Delivery date = August 15th.

Holy. Moses.
So, just because this ass couldn't make a single phone call to me - she is single highhandedly going to delay this order another 2 weeks.
Not only that but there are a ton of problems with August 15th.
-August 15th is the day after I leave for Florida. I need this laptop before then so the earliest is the 13th.
-August 15th is too late for the shipping address. The shipping address on the order is our vacation home, and we're long gone by then.
-August 15th means that this ass lied to me because she assured me it would only take another week to get to me. Not 13 freakin days more!

I was flipping out. Still am pissed. I got another supervisor on the phone and completely avoided this Triya ass. I explained to him the situation in its entirety the best I could and as politely as I could. This guy even called Triya's actions out and said it sounded like a crock. His words not mine. He said he would do his best to make sure that the order process would be expedited and I would get the laptop sooner. I vowed that if this doesn't work I would be cancelling the order, and I didn't care if the laptop's chasis was made of solid gold.

It still bewilders me that Dell doesn't have the audacity to take the computer out of the Fed Ex box, put it in a new Fed Ex box, and send it back to me. No, instead they have to build a new laptop from scratch, process it, and do it all over again. Effeciency? I think not. Don't they loose money taht was?
Quote:
Originally Posted by Killam0n;14446166 
If I was much less lazy (or if I even knew where the number list was) I could give you some inside numbers for dell, but I warn you they even treat there own employees like crap. kinda why I stopped working for them.

I worked for them and my call times were the worst of anywere I have ever dealt with. they have communication issues and they know it.

also where did you get the $2200 figure? I just checked and it was: Dell Price $2,619.00
*and its 6990M Crossfire (not quad) lol... hmm quad would be nice though, but bit of a battery killer.


I got a student discount for 25% off. The order originally was around $3,000 for the dual 6990M and my CPU choice as well as 2 year advanced damage protection (drops/spills). I had no intention of buying it for $3,000 and I was calling them to mainly compare prices and hardware between ASUS, MSI, and Sager. I had a thread in this section a few weeks back. When they offered 25% off, I really couldn't pass it.
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post #57 of 95
Make a quick Twitter account and send a message to @DellCares. They'll take care of you. If it doesn't work send me a PM on here and I'll get you in contact with a member of the executive team.

Also Pro Tip: No Dell Representatives have the power to expedite orders. They know full well that they have no control over how fast your laptop ships and are just lying to secure the sale.
post #58 of 95
Quote:
Originally Posted by Killam0n;14446166 
If I was much less lazy (or if I even knew where the number list was) I could give you some inside numbers for dell, but I warn you they even treat there own employees like crap. kinda why I stopped working for them.

I worked for them and my call times were the worst of anywere I have ever dealt with. they have communication issues and they know it.
Quote:
Originally Posted by justgivingaquicktip;14472584 
Make a quick Twitter account and send a message to @DellCares. They'll take care of you. If it doesn't work send me a PM on here and I'll get you in contact with a member of the executive team.

Also Pro Tip: No Dell Representatives have the power to expedite orders. They know full well that they have no control over how fast your laptop ships and are just lying to secure the sale.

Hummmmmmmmmmmmmmm..........

Props for helpin the OP though smile.gif
    
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post #59 of 95
Quote:
Originally Posted by Abs.exe;14438436 
Dell is crap.
2 GB to 4gb ----> $150

YEAH I GOT MOAR RAMZ

Everybody does that, not just Dell. The whole freaking industry does that, pick a brand.

No matter whose laptop you buy, you're best off getting the least amount of RAM and the smallest mechanical hard drive you can, and then replacing them with aftermarket once you get your system. Dell and others have that margin because they're pretty cutthroat on the entry price and have to make the margin back somewhere, and they often do on people who don't know any better.

To the OP: I'm sorry about your issue. With very minor exceptions, I've never had issues with Dell --though I deal with their business line. With most laptop vendors, I've found the consumer line is usually the problematic stuff, cut-rate prices with accompanying cut-rate support, so I help people buy business-class for a little more money (or through the Outlet) so they get a more robust laptop with better support. A lot of the people who diss Dell have dealt solely with the consumer line, which is lackluster, but still better than the consumer lines from HP, Acer, and some other vendors.

I haven't dealt with the Alienware division. Still, you should be able to escalate this to a supervisor level and get it handled. It sounds like Viijay is working pretty hard to help you, even if the gal you dealt with is not. I would probably submit an e-mail to their customer care team, explaining your problems with the rep you had issues with (in detail), but giving credit to those you have been helped by, no matter how the situation ends. I'd also try and deal with one person for this if you can; working back and forth with Viijay and Triya probably causes confusion. Better to keep the chain down to a single rep, and whomever their direct supervisor is.

Everyone here should remember that the key to a good company is not having no problems ever. It's how a company fixes the situation when a problem arises. To the OP, sorry you're having the issues you are.
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post #60 of 95
Thread Starter 
Quote:
Originally Posted by tubnotub1;14438311 
Contact Mr.Dell himself. Can't hurt, might get the issue resolved.

Michael@dell.com

Something completely unexpected just happened 2 minutes ago.
I just got off the phone with a Corporate Representative. She said she recieved the email I sent to that address and is looking into the issue

Here is the email I sent:
Quote:
I'm am, or was, a loyal Dell consumer. Me and my family have always purchased Dell desktops and laptops for years. Dell Computers are how I got into computers, and will be studying at Marist College in Poughkeepsie, NY for computer science. For college, I wanted to take advantage of student discounts and decided to buy an Alienware M18x. I got the top of the line as best as my budget would allow.

At first, there were some problems with the representatives taking down my information. Several times they messed up and failed to go over the information before leaving me in the dust with a delayed or canceled order. After several days and about 10 different representatives playing phone tag and numerous transfers, I finally got the order in. Only problem was the order was estimated for August 8th, a week later than what I was originally promised. That wouldnt work because I had vacation until college starting the week before. So I called back and got a surprisingly pleasant representative named Viijay to help. He got the order to get to me on August 2nd. Astounding! I was impressed.

On July 29th, July 30th, and August 1st I got phone calls from Vijay keeping me up to date with my $2,300 purchase. I was even further impressed by this. On the morning of August 2nd though, I looked at the tracking to discover that the laptop had gotten to the facility nearly an hour away from me but before being delivered it got recalled back from your company. Outraged, I called up Dell and sat for an hour getting transfered between 5 representatives who had no information. They had to find the person who did it to get the info.

I got through to a person named Triya at the verification department. After stating my name and why I had called, she gave me a very nasty attitude. I had the intention of getting through this as nice as possible, but within 5 minutes of getting to the source of the problem I couldn't bare to do that due to your employee. She claimed she had tried to call my family's number for over a week to confirm the order. NO SUCH THING HAPPENED. Not to mention, there was a 2nd number on the order - my personal cell phone. If Vijay was able to call and keep me up to date not once, not twice, but 3 times even within 24 hours of the problem - then why couldn't Triya? Triya went on to tell me there was nothing Dell could do. I would have to wait another week to get the laptop. The order had to be redone by scratch and the computer rebuilt. That's ABSURD!!! What does it take to call Fed Ex and reverse it? Or to put a new label on the package and sent it back once Dell received it again? Why do I need to inconvenience due to Dell's screw up?

Well, after that I talked to Sanath - the supposed higher up manager. Triya was dodgy before and would not directly answer my questions. Sanath not only did the same but also was out right lying to me. She claimed that the credit card company was the one who canceled the other. This contradicted that Triya had just said! What garbage is that? Two representatives in the same department contradicting themselves within 5 minutes of each other speaking! Now I'm being lied to, I want to cancel my order all together. Sanath further tried to cause me an inconvenience by telling me that would take a week as well, so there was no point cancel the order.

Mr. Dell, at the end of my several week order process and all of the problems including this one, the 4 hour long argument I had with Sanath and Triya, in the end I - the consumer - get royally screwed. An 18 year old student got played by and used by your company. I have to continue with the order because I need the laptop for college and I have no intention of settling on a weaker laptop done by ASUS or MSI. I would love to take away an order from your company, change out of your pocket, but I'm in a position where I'm not able to. So this is my personal thank you for all the inconvenience your company has caused me. I know this is not your fault, and you didn't personally oversee some kid's laptop order, but your company has just lost a customer from here on out. I will let this story be known online, along with the dozens of other stories I've heard about Dell's terrible support which I did not believe to be as bad as claimed... until now.

This lady from Corporate said she would personally oversee the order, get in contact with this Triya, do an investigation into the matter including the data related to the phone calls, and expedite the entire process as best a possible.
I figure "as best as possible" isn't going to mean a whole lot, but anything is better than August 15th. The fact that I got noticed is kind of nice.
Edited by OmegaNemesis28 - 8/5/11 at 2:37pm
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