director87
6 Indium

First time Dell buyer, having issues

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I ordered the NEW XPS 12, 4th gen i5, 4gb ram, 128 ssd, etc.

A few days before my purchase I talked to an online chat agent regarding the specifications of this computer. I was looking to order the i5 4gb version, but I wanted the capability of expanding the memory in the future. I asked:

08/06/2013 12:17:55PM

mark: "does the i5 model have expansion for more ram?"

08/06/2013 12:24:54PM Agent #####: "the XPS 12 with I5, 4 GB RAM can be upgraded to 8GB Dual Channel DDR3L"
08/06/2013 12:25:03PM Agent #####: "it has a expansion slot to 8GB Dual Channel DDR3L"

"Exansion slot to 8gb dual channel" meant to me that yes, my computer would be capable of this if I needed it.

Being interested in this computer, I pursued another agent to make sure this was a correct assessment (it means a lot to me since 1200 dollars isn't a drop in the bucket). I asked this online agent if the XPS 12 with i5 would be expandable to 8gb, I received the following response:

08/07/2013 10:57:18AM Agent (#########): "Certainly is Mark"
08/07/2013 10:57:44AM Agent (#########): "The system supports upto 8Gb Ram.."
08/07/2013 10:57:53AM mark: "ok great!"
08/07/2013 10:58:03AM Agent (#########): "If you want to upgrade the memory after you buy the system, you can contact us.. and"
08/07/2013 10:58:11AM Agent (#########): "It will still be covered in warranty.."

But just to be sure, I asked again after the order was replaced, to receive the following response from an online agent, who knew I purchased an XPS 12, i5 with 4gb of ram: 

08/10/2013 05:51:56PM Mark: "Ok no problem. Can you explain to me what I need to do to add more RAM when I receive the laptop WITHOUT voiding the warranty? what is the process?"
08/10/2013 05:55:09PM Agent #######: "I would suggest that you don't do it on your own. You may contact our Technical Support Department at 1-800-624-9896 or chat with them by visiting this link: http://support.dell.com/support/topics/global.aspx/support/en/chat?c=us&cs=19&l=en&s=dhs&~ck=mn,"
  that way they can assist you carefully in upgrading your system's hardware plus your system's warranty will not get voided. By the way the chat support page is open until 1AM CST, while phone support is 24/7. 🙂

When I received this cookie-cutter response, I started to worry. I searched online a bit more, and found several threads on Dell.com and other laptop forums that the XPS 12 is not upgradable in memory because it is soldered on. So I guess I have two questions.

  1. Is the XPS 12 -- i5 w/ 4gb EXPANDABLE to 8gb AFTER purchase?
  2. If it isn't, then is there ANY WAY I can get my order modified or stopped, even though it's "In production?"  

    I'm quite sure the answer will be a no, but the misleading information from 3 Dell agents seems highly irresponsible to me, and I don't feel like I should wait a month for a mistake that was caused by the part of Dell. 

Any help would be appreciated. I'm having a bit of buyers angst / remorse right now, hoping to turn that around. 

Best regards,
Mark  

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director87
6 Indium

Re: First time Dell buyer, having issues

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Thank you Satya P.,

I called the order modification team, and as I suspected there is no way to change my order. 

I don't believe this is a confusion on my part. I asked three different agents and received clear responses from them (which turned out to be completely untrue).

Now I have to wait a week until the wrong order arrives, to return it, to wait for a refund, so I can re-order the correct model. No one seems to be able to expedite my order or the shipping so I can speed up the return process. No one I've talked to in customer care is capable of making sure that my next order is shipped priority (but I can pay for it out of my own pocket). 

Honestly, I don't know if I want to even consider re-ordering. All I've heard are "apologies" but not a single person has done anything to right the wrong. Of course my voice is just another drop in the bucket.

Disappointed,
Mark

ps. Complaining to the wall is also extremely cathartic, and while I know you can't do anything, I hope other future first time buyers read about my great first experience while buying from Dell.

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8 Krypton

Re: First time Dell buyer, having issues

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Hi Mark,

Thanks for posting your comments and bringing this issue to our notice. Please allow me to apologize for the confusion and any inconvenience this may have caused.

On the XPS 12 system, memory (RAM) is part of the system board and it cannot be upgraded. So you will need to order the system with 8GB memory during purchase. Should there by any issues with the memory and needs replacement, we need to replace the system board as you rightly said memory is soldered on the mother board.

i5 processor is shipped with 4GB memory only and i7 processor is shipped with 8GB memory.

I'd suggest you to call our Order modification team on: 1-800-247-2076 (US customers only)  to check if they can modify the order. Perhaps you may be asked to cancel and re-order with the required specifications.

Once again thanks for bringing this to our notice. I'll ensure a proper feedback is given to the reps from the Sales team.

Thanks and Regards
Satya P
#iworkfordell
To know more about Dell Product Support, Drivers & Downloads, Order & Dispatch status -> choose your region US Customers; UK Customers; India Customers. For Dell support videos click Here.

If a post answers your question, please click the green "
Yes" button.

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director87
6 Indium

Re: First time Dell buyer, having issues

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Thank you Satya P.,

I called the order modification team, and as I suspected there is no way to change my order. 

I don't believe this is a confusion on my part. I asked three different agents and received clear responses from them (which turned out to be completely untrue).

Now I have to wait a week until the wrong order arrives, to return it, to wait for a refund, so I can re-order the correct model. No one seems to be able to expedite my order or the shipping so I can speed up the return process. No one I've talked to in customer care is capable of making sure that my next order is shipped priority (but I can pay for it out of my own pocket). 

Honestly, I don't know if I want to even consider re-ordering. All I've heard are "apologies" but not a single person has done anything to right the wrong. Of course my voice is just another drop in the bucket.

Disappointed,
Mark

ps. Complaining to the wall is also extremely cathartic, and while I know you can't do anything, I hope other future first time buyers read about my great first experience while buying from Dell.

8 Krypton

Re: First time Dell buyer, having issues

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Mark,

Sorry if we've made this harder than it needed to be. While I cannot make any promises, I will see if there is anything at all that I can personally do for you. Please provide the order number and customer number through Private Message only.

To send a Private Message, click my User name in blue and Start Conversation.

Thanks and Regards
Satya P
#iworkfordell
To know more about Dell Product Support, Drivers & Downloads, Order & Dispatch status -> choose your region US Customers; UK Customers; India Customers. For Dell support videos click Here.

If a post answers your question, please click the green "
Yes" button.

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christinaht
6 Indium

Re: First time Dell buyer, having issues

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WOW! Just when I thought I heard every story from Dell <deleted>...I read this one. This is CRAZY! Just wanted to pat you on the back my friend and tell you I feel for you. 

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