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HaloBox

108 Posts

40577

December 30th, 2007 04:00

XPS 420 remote control missing

Hello,
 
The Dell configurator lists a remote control with the ATI Digital tuners option.  I ordered my XPS 420 with the dual tuner option.  I didn't receive the remote in my shipment.  Is someone going back through and correcting this automatically or do I need to call someone about it?  Apparently a number of other people didn't receive theirs either. 
 
Of course, for the remote to work, there needs to be an IR receiver.  I'm assuming one is shipped with the remote.
 
I didn't really notice it until recently because I'm using the remote I bought to work with my MCE 2005 machine.  It's several years old so I figure I might as well get my order corrected.
 
Thanks,
 
Halobox

DELL-Chris M

Community Manager

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56.9K Posts

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232.1K Points

December 30th, 2007 04:00

HaloBox,

Contact Customer Service (Chat, Email, and Phone) and report this.

F1nkster

7 Posts

December 30th, 2007 18:00

There's a thread over at the Green Button on this. It seems everyone who ordered this configuration did not receive a remote control, including myself. I contacted support. Their first pass was to get me to return the tuners for a "new part number," as they described it, that would include a remote. A guy on the Green Button said he did this and received new tuners without a remote (go figure). I had already installed the CableCARDs into my tuners, so there was no way I was going to return the tuners at that point. Support offered me a coupon code for $100 to the Dell online store as compensation. Lastly, I wouldn't make any assumptions about an IR receiver being included with any particular remote that you buy.

HaloBox

108 Posts

December 30th, 2007 19:00

Thanks.  Well, the IR receiver is required to use the remote unless there's an IR receiver built into the XPS 420.  I don't see one on mine and I don't see it listed in the specs for the case.


Message Edited by HaloBox on 12-30-2007 04:26 PM

HaloBox

108 Posts

December 30th, 2007 20:00

I just reviewed the thread at thegreenbutton.net and noticed Chris Lanier, a Greenbutton Forum Mod and Microsoft MVP is gathering data on the issue.  Frankly, I don't see that any additional data needs to be gathered.  It's clear Dell made a serious error on the SKU and it needs to be acknowledged and addressed on the Direct2Dell blog or an official post here.
 
  1. Having each of us call customer support and deal with their lack of information is totally uncool and stupid.
  2. Since the website lists a remote control with every TV tuner they ship, this should not be rocket science to figure out.  Dell should proactively ship the remotes to all customers who did not receive one.  That should be easy to figure out, assuming Dell's materials tracking and SKU audit capability is as good as it claims.
  3. Just because it is a holiday should not mean this needs to wait another week to resolve.  This needs to be resolved yesterday.  From what I can tell, it's been reported for weeks.  My system shipped 20 days ago.  Where's my freaking remote?

Someone needs to address this tomorrow.  Times up.  :smileymad:

See http://thegreenbutton.net/forums/thread/229464.aspx for the thread over there.



Message Edited by HaloBox on 12-30-2007 05:42 PM

HaloBox

108 Posts

December 31st, 2007 04:00

 
Hopefully we'll see some action next year...  :smileyvery-happy:

chapmanjw

106 Posts

December 31st, 2007 15:00

I also did not receive my remote control and the tech that I am chatting with said that where it says
 
"Dual ATI TV Wonder Digital Cable Tuner w/ Remote Control"
 
That the "w/" means without.
 
>.<
 
 

HaloBox

108 Posts

December 31st, 2007 15:00

Bull crud.  Every tuner on the site says with remote and suddenly the most expensive tuner sold is without?  Yea, right.  Nice try.  Thanks for playing the game.:smileytongue:

chapmanjw

106 Posts

December 31st, 2007 15:00

It took me 50 minutes, a tech and their supervisor, to relay to them that all I'm looking for is a Media Center remote.  They thought that ATI was supposed to package one with the ATI Digital Cable tuners.
 
Do these people get training on these products?

Davet50

6 Operator

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14.4K Posts

December 31st, 2007 22:00

yep...
Now open you tech manual to page .... read step ......  say thank you and hang up...next!!!!!
 
smileywink

DELL-Chris M

Community Manager

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56.9K Posts

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232.1K Points

January 4th, 2008 17:00

Please private message me your service tag numbers so I can send the data up the line. I need F1nksters and Davet50. I have the others.

chapmanjw

106 Posts

January 4th, 2008 19:00

ChrisM,
 
What remote is supposed to be included?  The one they want to send me is the old XP MCE remote.
 
-John

DELL-Chris M

Community Manager

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56.9K Posts

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232.1K Points

January 4th, 2008 19:00

At this point I do not know. I have people checking on the correct part number.

DELL-Chris M

Community Manager

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56.9K Posts

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232.1K Points

January 10th, 2008 14:00

All,

I shipped MR268 Remote Control Kit (new) out today to you.

HaloBox

108 Posts

January 10th, 2008 17:00

Thank you Chris.  You rock.  Now if you really want to be a rock star, could you post a pretty picture or a link to something that has the specs and a picture?  I'm hoping it matches the XPS 420 and my Dell LCD's nicely. 
 
Thanks again for addressing this. 

chapmanjw

106 Posts

January 10th, 2008 18:00

Yes, thank you ChrisM.  Do you by chance have the product link so we know what we are expecting?
 
Thanks,
 
John Chapman

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