Unsolved
This post is more than 5 years old
72 Posts
0
8440
November 1st, 2011 18:00
Dell Please read Unresolved Issue
My name is Sabrina Abbatiello I have been emailing every one I can,not to be annoying but to get a resolution to an ongoing issue for way too long.I have an m14x that died a month ago Ive had a new motherboard new Ram and 2 hard drives,besides a few replacements.I waited over a week for a call back,when a tech called tonight I thought It was over,then he says he needs manager approval and its going to take another 2 weeks.I will be without a working laptop longer than it worked.I jjust want some one in authority who I can get a resolution from without wasting 100 emails and phone calls and taking off work for techs to come no calls etc.Please Dell Help me.I have been a loyal customer with 5 Alienwares in less than 3 years.This is my sons laptop he needs it for school and thats already passed.I just want this over.I am not here to bash on dell/alienware but I am getting very upset as Ive made alot of concessions and Im still witout a working pc,I don't know wher to go from here do I give info do I call BBB?I just want dell to do what they promised.I have been hung up on disconnected etc,lost my info,won't put a supervisor or manager on the phone,I am shot this has been the worst experience on a tech service support issue I have ever seen,and I have alot of tech.This should have been taken care of 2 weeks ago if not before.I dont have any faith anymore in dells support.Can you blame me.Check my info I will provide any needed numbers.This is about the 20th time with a serious issue.I have other dell products with good success thats why I'm having such a hard time believing this has taken so long and is still UNRESOLVED!Thanks in advance to anyone that can help.
joegreen
72 Posts
0
November 20th, 2011 12:00
UPDATE: I was after talking to at least 50 different reps and techs and emails,I finaly got an upgraded M14X ,Great right? WRONG! There is an issue with extreme heat and this replacement is barely running games it stutters over heats and shuts down.I am so frustrated I have a thread on NBR and other forums and Ive recieved over 25 similar issues and counting.Maybe a bad cooling design on m14x.I'm speculating,but engineers are supposed to be looking into this.I am now going on a year with out a working pc,this is week 5 since it last died.I hope I get a resolution soon.I was lied to by reps and its just beyond terrible treatment.At this point Dell could give me 10 pcs It wouldn't make up for the way I was treated it's down right shocking.But there may be light at the end of the tunnel.I spoke with a real nice Dell rep, and a heck of a nice guy.Who made me feel there is still hope for my relation ship with dell,that spans over 15 years and thousands and thousands of dollars.And untill this nightmare I will admit I had great success with dell, and I still own 3 alienware's now with little to no issues.I am hoping Bill's reccomendation will make this finaly go away.I will post either way,I hope to be posting a very happy conclusion.Thank you Bill.
DELL-Chris M
Community Manager
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56.9K Posts
0
November 21st, 2011 10:00
This is under investigation. Send me your service tag number via private message so I can add it to the notes.
joegreen
72 Posts
0
November 21st, 2011 12:00
Chris, thank you for your reply as you read Bill told me terry blauser was taking over my case,I felt better after talking with Bill I am waiting for a response from terry.I dont know if you still need my info as I said in the post I hope its finaly handled properly for all our sakes.Im have little faithin dell after this,Just walk a mile in my shoes.Thank you and I will update all as I hope to recieve an acceptable rsolution,I have threads on many forums and social media.I don't know what else to do.At this point it's too late for an easy fix.That could've been done by Dell the first 10 times I had issues.Thanks for replying.
joegreen
72 Posts
0
December 4th, 2011 16:00
UPDATE/12/4/2011 its still not resolved,I had a new replacement cancelled because of parts or something.I have a new order in Im keeping my fingers crossed as this is getting crazy and I dont have time to waste anymore.I will say Terry Blauser has been a real easy guy to deal with and he promised a new replacement soon.I do appreciate someone finaly doing the right thing,I will update as soon as I hear anything good or bad.I have been without a working pc for over 2 months but Terry is helpingme with another alienware I own also,he is a good rep.Thanks