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Here we go again with Dell....

post #1 of 33
Thread Starter 
This is the paste from my BBB report.

"Been dealing with tech support for the past year, each time I call in I get different answers. Supervisors promise something when the next deny it.
I have been dealing with technical support for the past year, Winter of 2009 I had to have my laptop repaired due to the USB ports giving out an electrical shock. It took until March 2010 to get a replacement laptop after having two other in my possession that were either not repaired correctly, or of a lower spec than my original. During that time I had supervisors offering me thing upgrades to calm me down, when the next would say its not possible and offer me something else. At one point I was told they would send me a laptop keyboard and I could change it myself. I'm Computer Science Major, and I know this would have probably voided my warranty if I did this. I finally ended up with a Studio 1555 laptop with a HD 5470 and a 1920x1080 screen as an upgrade.

Now a year later the laptop is having the same shock issue, whether it be on cable or battery, and the tech support is giving me the run around again. When I called in the first night, I had to call three times before someone would help and I finally got connected to a supervisor who said I would be receiving a Dell XPS 15. Two days later when I called to check the status I was told I'd be receiving a Studio 1558 with a lower screen and no dedicated graphics. After the hassle of getting that rep to get me a overall manager he said that would be incorrect and gave me his word and guarantee the laptop I'd get would have what I need and be brand new, but would take three days. Needless to say, when I called in today that was again not the case. They offered me again the exact same 1558 laptop saying that it was up upgrade because the model is a higher number, even though it lacked the upgraded screen and graphics, which is just plainly lying. I'm again on the phone with a tech rep and supervisor and have been on hold for the last 30 minutes and nothing has been done. I keep being told over and over that because the original laptop that they received from me over a year ago is the system they base the replacement on. So even though they sent me a brand new laptop with the upgrades. All they will send me is a refurbished laptop with the much lower specs. Even though I've been told by supervisors I would receive a brand new laptop with at least the same specs as mine. Not only is this time consuming and wasting my limited phone minutes, the laptop I have is a danger to health with the USP ports actually releasing enough electricity to shock someone."

So they sent me the laptop anyway, even though I asked to be contacted before it was sent out...

I got two calls today. The first was a response to the BBB case, and she said again, the last person who gave me his word and guarantee was wrong and that it couldn't happen, and even that they wouldn't contact me at all before the shipment as that's not in their policy. There was a half hour argument with her and I even brought up that there is more than just me complaining about the shocks on the form and that their press report says that it's okay that the power is discharging though out the body of the laptops and USB ports and that it's normal if you feel a constant current coming from anything metal on it.

Sorry but no... that is not safe by any means. and I pointed this out. She didn't have a response to that though and quickly tried to get off the line.

The second person called me a little while ago and was just a regular manager who apparently didn't know about the report and was trying to justify that giving me an i3 over a core 2 is an upgrade worth losing a 1080 screen and dedicated graphics over. I told him that I was keeping the report active and not accepting a downgraded laptop over what I had, and he said and I quote. "We're closing the system exchange case and you can no longer get a system repair if you call in again. You go do that. Have fun."



Sorry about the wall of text.... I needed to vent....
Edited by metroidfreak - 3/31/11 at 8:46pm
Blue Giant
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post #2 of 33
Ouch. Does the 1558 have a slot for a gpu (and is the1555's gpu removable?)? It'd be nice if you could pull it and send it back.
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post #3 of 33
Thread Starter 
No, it's entirely based in the board. I have a 3 year warranty they're trying to drop also....
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post #4 of 33
That's quite lame... (The last message they gave you...)

Quite disrespectful... Unbelievable.

Good luck with Dell, I will stay tuned to this thread, hoping you get it solved as soon as possible.
    
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post #5 of 33
Ahh man. I'm boycotting Dell. I was just going to buy 3 UltraSharps to replace my Hanns G's. I'm glad you brought this to the forums attention. Their customer service has gone to the dogs. It's too bad because it used to be top-notch.

I will have to check out some other manufacturers of IPS screens and see how their CS is.

Anyways, I hope things work out for your buddy. Don't give up!

Has the BBB responded yet?
post #6 of 33
Thread Starter 
I sent the BBB report in last night. So they have until the 20th to file their response to me... I hope it takes less time than that.
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post #7 of 33
Quote:
Originally Posted by OverK1LL View Post
Ahh man. I'm boycotting Dell. I was just going to buy 3 UltraSharps to replace my Hanns G's. I'm glad you brought this to the forums attention. Their customer service has gone to the dogs. It's too bad because it used to be top-notch.

I will have to check out some other manufacturers of IPS screens and see how their CS is.

Anyways, I hope things work out for your buddy. Don't give up!

Has the BBB responded yet?
Dell is the absolute best in regards to monitors.
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post #8 of 33
Damn...Sorry to hear all of that. This makes me change my mind of buying a Alienware. Either way, don't back down. Something positive has to come out of all of the hassle.
    
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post #9 of 33
GL against Dell. Worst comes to worst you could always sue them
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I is bad@naming
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post #10 of 33
TLDR

But all large coporations suck.
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