Missing parts and no one will help

Question

I have missing parts for my Dell G15. Absolutely not happy or satisfied with DELL customer support.

I was on the line with technical support for a hour. They told me that they could not help me. I was told to talk to customer care and to

"Please create "missing parts Service Request" for"
(1) M.2 Screw Mount DP/N MHKK8 0MHKK8,
(2) M.2 2280 Thermal Shield is DP/N 026X1Y 26X1Y,
(3) DP/N X197K M2x4 Screw (quantity of 2).

After 20 minutes with customer care, they told me I would have to talk to Technical Support. I am not happy. Each tells me to talk to the other and refuses to submit the missing parts request.

Terrible service. I don't believe I will be purchasing dell in the future.

ejn63 · Answer

It depends on what you mean with the 'missing' claim.  Did you order them, and they never arrived, or are you making the assumption that a system shipped with one drive would come with the mounting hardware for two drives? That assumption is incorrect - you get the mounting hardware only if the system ships from Dell with two drives.  Otherwise, you'll need to purchase them from Dell Spare Parts (in the US, 1-800-357-3355).

ejn63 · Answer

Like it or not, it's an industry standard practice -- not unlike Apple charging $150 more for a 256G iPad than a 64G one. Except the latter isn't upgradeable to the former for any price.

If you're not happy with the practice, return the system and order one you find more satisfactory.

And the parts are nowhere near $100.

https://www.amazon.com/BestParts-Bracket-Shield-Caddy-Replacement/dp/B096RF6V37

JAY1220 · Answer

This is a terrible business practice. I was marketed and sold a laptop that would take 2 SSDs.

I cannot install a second SSD. Dell wants 99$ for the parts that are missing from my laptop.

VERRRY unsatisfied customer.

I have no idea why a member of the community would support such practices. Dell saving 3 cents and forcing the customer to pay $100 more to use their devices. Terrible.

JAY1220 · Answer

Also, as I wrote - Technical Support told me what to tell the Customer Care support. Custom Care simply refused to do so. They were VERY interested in selling me the parts, however.

IE customer care should be caring for the customer, not trying to upsell them to use the device they've already spent $1,200 dollars on.

Edd K · Answer

I can assure you that this is not an industry standard practice - most laptop manufacturers supply their laptops with all required screws / screw mounts for installing additional SSD (where there's multiple SSD slots). This kind of problem shouldn't exist, as you can't advertise laptop having 2 SSD slots where one of them is unusable due to missing parts, especially when you buy a laptop that is worth over £1.000.

Customer Care

Missing parts and no one will help

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