So I purchased a new 730HC2 last year, when I received it the system would not boot up. Faulty mother board they told me, it was fixed within 3 days, partially. I purchased a a factory overclocked system and of course the replacement motherboard was not overclocked. And of course no one knew how to overclock it at xps service because they didnt have all their information yet. After countless phone calls someone finally helped me about week later enter the proper settings.
Then a couple months ago the system decided to just stop sending video signal or locking up or some strange thing. This occurs within 5 minutes of booting up, occasionally. I posted on the forums and a few others were experiencing the same thing, it didnt seem like to big of a deal just annoying. After a couple weeks it started to not reboot, it would just stall out out the dell boot logo. I would have to reboot about 5-8 times before it would get through the boot logo and then it would tell me some error with the CPU frequency.
After about a week of this I get a new problem, I boot up the computer and get the lovely message HC2 CPU water pump failure. Well I call Dell they tell me I will have the part the next day. Next day comes I get an automated phone call telling me the part is back ordered and will take 3-5 days to ship. Im not happy but its not that long of a wait. Now today after the 5 days are up i get a new automated response that the my part will not be shipping until the 1st of June. ?????
This is not a reasonable time frame at all, I think with the two major hardware failure I have had with this system with the huge delay on their part they should just replace the entire system. I contacted customer service and they told me they will call back withing 2 days with the results of their expediated shipment request for my replace.
Does anyone have suggestions on how to procede with dell on this issue?
Dells promise of call back within 2 days with a new expediated shipment request as of course come and gone. Just as I told the supervisor who I talked to it would when they told me they promised to call back within 2 days...We would never consider treating our customer like this and we are a 2 billon dollar company. I have no idea how large Dell is or do I care but apparently customer service is not a concern for them. Directly misleading customers with the promise of next day service should not be allowed. This was my fourth dell purchased in about 10years time the amount of money I wasted on a Dell paper weight makes me sick.
I currently have 2 XPS 420's, a XPS 630i and a XPS 730 H2C and I have to tell you that when I have used customer or tech services that they have been efficient, fast and very friendly. Called back on schedule, answered emails in 12-24 hours and showed up to work on my rigs next day or were latter if it was better for my schedule, so I have not had your experience.
If I were in your situation at this point, I would go to the FAQ thread at the top of General Hardware and scroll down to next to the bottom and find "unresolved issues" and follow that thread, explain in clear language what has transpired up to this point, in chronological order, and then tell them what you want. Be clear what you want Dell to do, listen to their counter offer and decide what you want and what you will accept. If you want your 730 fixed then tell them, Unresolved issues can make it happen.
You will notice that there are links to unresolved issues for US, UK and CA. If you are in another location, you will need to search for that on Dell's home page.
Darrell, thank you very much for your input and pointing me in the proper direction if my issue is not reolved.
But you were correct Dell did call me back this time at 6:30pm. Also they said they would call me back again tonight with more information in regards to my replacement part. I think they believe the pump off the 730X is the same as the one on out 730HC2's so they may be able to use that part. At this point my computer has been down for nearly 3 weeks and I have to travel the first half of next week. But it would be greatly appreciated if they fix it next week with a down time of one month instead of the originally quoted 2 months is a big improvement.
So still have no parts for my computer after a month. The worst part is apparently the parts came in while I was out of state for work and the tech called my work phone mon and tuesday, never called my cell phone which i specifically gave to dell! and then sent the parts back thursday because i didnt return his call. I got back to town friday and found this out I was very upset. Now two weeks later and I still havent gotten new parts sent out to me. I called them the day I return and was told the parts would ship the next day. Called back two days later and was told one part didnt ship but it will be going out today. Again, called back two days later and was told the part would ship that day and the computer would be fixed the next day! WoW!! I actually believed them, of course no part has shipped still!!! I called back today and I am told the part will ship today or Monday. I told them I am sick of the misinformation and want to speak to either their supervisor or the team that had my prioity upped last time and got me a part in a week. But this person tells me their supervisor is busy and she doesnt know of any other department to handle these issues. I gave her the name of the specialist that helped me out last time, she sees the name but has no idea how to reach that department...... So I filled out the unresolved issue form and it says expect 4 days for a reply. This is just disgusting, my one year warranty is up in a week and I think they are just stalling out and giving me misinformation on purpose at this point.
Still waiting to get my compter repaired, contacted dell on 4/07/09 and still have a computer that will not boot up. Constantly given misinformation, parts not being sent or the wrong parts are sent. Told I will get call back afer call back which never are recieved. Told I would get compensation for the terrible handling on this case by dell of course the promise of call back with the information never comes.
This last fiasco was wrong parts shipped and recieved by technican Tuesday. I called technican wednesday and find out wrong parts were sent, supposed to be mobo and processor all he got was 2 cables ... I call dell relay the information and ask them to resend the parts which they wont until they verify with the technican that he did not receive the right parts and they promise me a call back in 3-4 hours. Well guess what no call back what a surprise, I call them again 24 hours later to see if new parts were resent. Of course not, that would make it possible to actually get my computer repaired this week. Dell tells me we reorderd your parts they will be sent out in 2-3 days, I have heard that 9000000000 times over the last two months. But then suddenly I get told the tech will call me by noon today he has my parts!!!!
Now mind you I explained this whole situation to the dell people already that the tech never got the parts. And these people read the parts shipped and were recieved by the tech tuesday and disregarding all I have told them think he is going to install my parts today! No one has been able to even reach the guy including is direct boss to verify the parts are missing. But they just go ahead and tell me the parts are there now and will be installed today! So im like hmm guess the boxes were just mixed up by the guy and now he has the right ones. I mean he surely would of called dell and got the correct parts sent out over the last 60 hours since he recieved the wrong ones? Right? Right? And dell wouldnt just promise me to have the computer repaired today without verifying my parts are in his hands after explained the wrong parts were received by the technican? Right? Surely they are more compentent than that?
Of course his boss calls me and tells me he hasnt heard from the guy since tuesday and left messages with him to report in. Hour later I finally hear back from the boss that the parts were not recieved. Just like the tech told me and I told dell yesterday. And no parts have been reordered still! The guy has had the wrong parts for 60hours and still hasnt ordered my new parts to be sent. I told dell to please resend them and of course they didint so now I will waste another week waiting for parts with a stupid $9000 computer that cant even boot up this under a warranty that promises next day service, but really means you get it whenever we like, to bad for you believing us.
I also reported this to unresolved issues twice asking them to replace this tower already I have been waiting to long and of course no they cant do that they are going to have me all fixed up and running with a day or two. This is the 3rd of 4th dell I have purchased I have always told people how great there computers have been for me, well soon as I actually need them to stand behind something they sold me they fail miserably. Terrible service, worst service I have experience in my entire life, personally as well as through all bussinesses I deal with at work.
after calling back dell to get the correct parts resent and being promised they would double check the order for me to verify it went through, I call this morning and find that the parts were not ordered yet again! So of course the supervisor promises yet again to order the parts for me and make sure they go through! Ya, right. I dont understand how come i have not had anyone from dell actually look into this case for me and champion getting my computer repair after I have been trying since April 7, 2009. Such a terrible company, I used to just tell everyone buy dell, youll get a good computer at a decent cost and have a good warranty. Pfff