The "Advanced Resolutions" person Rajesh M was notified on 12/6 at 10:48 am via email that the 2nd replacement system was a downgrade. Same issue as the 1st replacement (which was supposed to be corrected with the 2nd replacement).
At 6pm, he called to claim the issue was that the Alienware Command Center needed to be installed (it already was). He claimed he didn't have time to verify they'd sent me the wrong computer a second time, but would call at 10 am ET on 12/7.
After he hung up, I took a video explicitly demonstrating the issue - that this computer is a downgrade from my original machine. I emailed it to him 12/6.
He didn't call this morning. 10 am came and went. In fact, he never called. I was hung up on by the Advanced Resolutions operator. I was told at 12pm ET that Rajesh M would call me back in 3-4 hours, and that "my warranty terms don't include call backs.". Thanks Kaushik!
I eventually emailed to document his repeated failures to call, email, or follow through.
At 6:01 pm today, he sent an email saying he wanted me to send the new system in to have it "diagnosed at our service center.".
There's nothing to diagnose. They sent a computer with an inferior component. It's in black-and-white in the video, and visible when you look at the computer. You owe me an equivalent or better computer.
Oh - and he created a new "Case ID" for the "repair" of the 2nd replacement computer. It doesn't need a repair. --------------------
To add insult to injury, the initial response to this message was a chatbot asking for my case number. Finally, 24 hours later, a Dell Social Media Relations Supervisor reached out to me in response to this message asking for a case number. I provided both the one that's been used for a month, and the new one today.
The response back was pathetic.
"I see that the case is handled by our escalation team, and they are currently working on it. They are the highest point of contact. Please reach out to them and rest assured, they will be glad to take it forward. I appreciate your patience."
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I've been a big Dell fan. I've purchased ~16 Dell laptops and Ultrasharp monitors in the past few years.
They've now sent me two letters asking for tracking information for the two replacement computers I had to return (since they were downgrades from my original machine).
The letters say the machine is an "Inspiron Notebook" which I why I ignored them. I don't own an Inspiron notebook. I have the misfortune of owning a Dell G15.
The latest letter says that they're doing to put a freeze on my machine's warranty etc. if I don't send them tracking/waybill numbers.
Well, I tried calling the number on the letter. Dell said I have to talk to call someone in collections at D&S.
I called the D&S number, and eventually just got hung up on.
So I emailed them my customer number, and two FedEx tracking numbers (I kept the slips when I mailed back both machines, thankfully).
I got an email response asking me for a waybill. I don't have a waybill! I have what's left from the tracking label when you peel it off. Namely, the tracking number!!!
Called in again waited 10 minutes on hold, explained everything, and was told "I don't deal with Dell items, but I can guarantee this person can take care of it" and made me call another person at D&S.
I then explained the issue to that person... AND THEY TOLD ME THEY'RE NOT THE ONES WHO HANDLE IT, BUT THEY'LL TRY TO GET THEIR COLLEAGUE WHO DOES.
Hours and hours and hours and hours of my time. Dell's systems are AWFUL!
BlakeWilson
5 Posts
0
December 7th, 2022 17:00
The nightmare is ongoing.
The "Advanced Resolutions" person Rajesh M was notified on 12/6 at 10:48 am via email that the 2nd replacement system was a downgrade. Same issue as the 1st replacement (which was supposed to be corrected with the 2nd replacement).
At 6pm, he called to claim the issue was that the Alienware Command Center needed to be installed (it already was). He claimed he didn't have time to verify they'd sent me the wrong computer a second time, but would call at 10 am ET on 12/7.
After he hung up, I took a video explicitly demonstrating the issue - that this computer is a downgrade from my original machine. I emailed it to him 12/6.
He didn't call this morning. 10 am came and went. In fact, he never called. I was hung up on by the Advanced Resolutions operator. I was told at 12pm ET that Rajesh M would call me back in 3-4 hours, and that "my warranty terms don't include call backs.". Thanks Kaushik!
I eventually emailed to document his repeated failures to call, email, or follow through.
At 6:01 pm today, he sent an email saying he wanted me to send the new system in to have it "diagnosed at our service center.".
There's nothing to diagnose. They sent a computer with an inferior component. It's in black-and-white in the video, and visible when you look at the computer. You owe me an equivalent or better computer.
Oh - and he created a new "Case ID" for the "repair" of the 2nd replacement computer. It doesn't need a repair.
--------------------
To add insult to injury, the initial response to this message was a chatbot asking for my case number. Finally, 24 hours later, a Dell Social Media Relations Supervisor reached out to me in response to this message asking for a case number. I provided both the one that's been used for a month, and the new one today.
The response back was pathetic.
"I see that the case is handled by our escalation team, and they are currently working on it. They are the highest point of contact. Please reach out to them and rest assured, they will be glad to take it forward. I appreciate your patience."
-------------------
I've been a big Dell fan. I've purchased ~16 Dell laptops and Ultrasharp monitors in the past few years.
Dell is now a grievously broken organization.
BlakeWilson
5 Posts
0
January 30th, 2023 09:00
Dell refused to provide a same or better replacement.
Posting here did nothing. The social media team can't do ANYTHING once it goes to Advanced Resolutions.
--------
It was re-escalated. The vile representative, Rajesh M, just had the nerve to call me up.
He heard it was the same issue - and gave the same response.
He is a disgrace to Dell. I will not purchase their products again.
BlakeWilson
5 Posts
0
February 1st, 2023 07:00
Wow! Dell is beyond incompetent.
They've now sent me two letters asking for tracking information for the two replacement computers I had to return (since they were downgrades from my original machine).
The letters say the machine is an "Inspiron Notebook" which I why I ignored them. I don't own an Inspiron notebook. I have the misfortune of owning a Dell G15.
The latest letter says that they're doing to put a freeze on my machine's warranty etc. if I don't send them tracking/waybill numbers.
Well, I tried calling the number on the letter. Dell said I have to talk to call someone in collections at D&S.
I called the D&S number, and eventually just got hung up on.
So I emailed them my customer number, and two FedEx tracking numbers (I kept the slips when I mailed back both machines, thankfully).
I got an email response asking me for a waybill. I don't have a waybill! I have what's left from the tracking label when you peel it off. Namely, the tracking number!!!
Called in again waited 10 minutes on hold, explained everything, and was told "I don't deal with Dell items, but I can guarantee this person can take care of it" and made me call another person at D&S.
I then explained the issue to that person... AND THEY TOLD ME THEY'RE NOT THE ONES WHO HANDLE IT, BUT THEY'LL TRY TO GET THEIR COLLEAGUE WHO DOES.
Hours and hours and hours and hours of my time. Dell's systems are AWFUL!
This is beyond incompetent. It's wretched.