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Old 10-16-2009, 11:47 PM
basic basic is offline
 
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Default Dell Incompetence Story

I bought one of those fancy new Studio XPS 13s and was overall satisfied with it even with the known heat issues. I had never really used it on, outside of my lap and bed on a laptop cooler, on a table or really flat surface. Well when I finally used it at a desk I noticed that the unit rocked when I typed on it. When I examined the unit I saw that it was warped at the front right corner and the foot wasn't making contact with the surface. I'm positive this warp was not due to overheating because it was away from the processor and the HD under that portion is an SSD drive and does not output much heat at full load. Either way, it would be covered by warranty. Well I took pictures and videos of the issue and had it shipped.

First Shipment:
I sent out the laptop and received it 2 weeks later. Guess what? The laptop was returned as "No Repair Done" because they could not find an issue with the system. The technician claimed that they had run a full diagnostic and found no hardware issues. That's funny because I never claimed there was a issue with the system outside of the cosmetic defect by the warped case. So basically, this technician probably didn't read the problem description, video, and pictures and decided to pop in a diagnostics cd and found nothing wrong. Which isn't surprising since THERE WAS NOTHING WRONG WITH IT.

Take 2:
I ship it out again after much yelling and expressed frustration with the service rep. This time I put on a sticky note on the corner of the system with the problem and wrote "push here". I received the system back another 2 weeks later and surprise, the system wasn't fixed. It didn't rock as bad but had they tested it they would have noticed a slight rocking motion. I had to fix the issue myself because the bottom panel which is independent of the case was slightly warped due to the previous case. I straightened it out and voila! The problem is solved.

All good right? No, we were instructed to remove the battery and hard drive before shipment. So I removed the hard drive and battery and stored them safely away. The hard drive has a small adapter that connects the SATA interface to the motherboard. I placed that back into the system because I didn't want any excuse of something not being there and they couldn't run a diagnostic or ANYTHING. Well the system was shipped back without that adapter and now I can't use the system. These bastards have left me without a laptop that I need for over a month.
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Old 10-17-2009, 12:19 AM
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geekhelp4u geekhelp4u is offline
 
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Default

And that my friend is why

1) I got dell technician certified

That way I can just go online and request what parts I want

and most importantly

2) I get the 3 year extended Gold Support. Yea it may add a lot to the overall price but hey... next business day service or parts overnight!
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Old 10-17-2009, 12:20 AM
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JosephLeo JosephLeo is offline
 
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My God, talk about tech support hell. What were you doing with a Dell laptop in the first place is beyond me, but I guess you know better now. Their customer support is horrible for residential users- their effort (in my opinion) focuses more on commercial users.

Anyway, you should just try one more time and if it comes back wrong again ask for a refund. By ask, I mean demand and by demand I mean be an asshole with the poor innocent representative until they escalate it to the point of a refund.

But seriously, do they have any system in place to make sure they are doing what is needed or are these guys just monkeys in a tool shed?
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Old 10-17-2009, 12:35 AM
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Quote:
Originally Posted by JosephLeo View Post
My God, talk about tech support hell. What were you doing with a Dell laptop in the first place is beyond me, but I guess you know better now. Their customer support is horrible for residential users- their effort (in my opinion) focuses more on commercial users.

Anyway, you should just try one more time and if it comes back wrong again ask for a refund. By ask, I mean demand and by demand I mean be an asshole with the poor innocent representative until they escalate it to the point of a refund.

But seriously, do they have any system in place to make sure they are doing what is needed or are these guys just monkeys in a tool shed?
They are shipping me the part now. But I had to assure them multiple times that I could handle this myself. I don't know why it wouldn't be obvious when I was the one that disassembled it in the first place...but meh.

Like it or not, Dell has been reliable for me and I like it because the parts to repair it can be easily and cheaply found after warranty expires. Next time, I'm just gonna get a Lenovo like I originally wanted.
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Old 10-17-2009, 07:45 AM
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I have to say that my impression over the last 10 years is of hearing sad stories from the States, but finding that EuroDell is a deal more switched on and user friendly.

Even their website is better.

Quote:
Yea it may add a lot to the overall price but hey
In the curent downturn you can get this for next to nothing, but you have to go a round with a personal sales adviser, these folks seem to have power to negotiate prices.

Never just log onto the Dell website and order soemthing, chances are you will order something inappropriate.
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