It seems to be that unless dell manages to send you a functional computer the first time you are going to be in for this type of roundabout.
The only advice i have been given is not to let any technician replace any components of a new computer as somehow in doing so you are waving your right to a return. And to not believe a word when the phone support techs say that any changes an onsite techie make will be ok with their finance department when it comes time for a refund or an exchange.
Sorry you are having problems with your Dell hardware. I have the M18x and do not have this "keyboard make marks on the screen" issue. It is not a design flaw. I need to know who told you this. The only time I have seen this issue is when a student was putting the laptop in a "too full" backpack and the laptop was being compressed by all the school books and such. When the hard disk drive doesn't appear on bootup, what is the message you get? I need more information to investigate this. Send me the following via private message. Click my username and then Start a Conversation - Email Address: Name: Shipping Address: Phone Number: Dell Computer Service Tag Number: Reason:
The only advice i have been given is not to let any technician replace any components of a new computer as somehow in doing so you are waving your right to a return. And to not believe a word when the phone support techs say that any changes an onsite techie make will be ok with their finance department when it comes time for a refund or an exchange.
* Again, that is not Dell policy. If they told you this, they are incorrect. Regardless of how many part exchanges are done, a return can be done inside of 30 days from the invoice date. I see that you are in Australia. If you spoke to Dell Australian Support via email, send me their addresses via private message so I can reach out to them.
On 9/30/2012, I spoke with Hector in Technical Support at 1-800-873-2244. He stated it was a design flaw, that I should put a cloth between the keyboard and the screen if I did not want marks on the screen. After speaking with him and all of the issues I have had in the past two months, I demanded a return and refund. He told me to call the Cancellation Department and then when I spoke with them on 10/01, and let them know what Hector said, they tried to just connect me back to Technical Support. The system sets on a table and never moves, except when being held in a lap on the couch to use it. What does it take to just get rid of this system and get my money back?
"* Again, that is not Dell policy. If they told you this, they are incorrect."
Again?
Im sorry, have you replied to my other post? Not that i can see...
While i have followed a few of your fixes and online support threads, Chris. I am sorry to say that you do seem to be the exception to the general unsupportive offsite support personnel, and run around that i have experienced thus far. so props where due. Thanks!
Also, if you are indeed correct then this is good news.
Unfortunately i did not correspond via email. Like most of the other people who have had this type of encounter it was via your phone support. Mostly as my new computer was not working. Hence limited net access and the need for support.
I had this issue as a concern after having a friend of mine start going through the same process a few days before my own comp arrived. I then did a search on my phone about the refund issue when my own comp did not work. I found this idea/issue expressed in your own forums, as well as in many other places online [are you aware how many 'i hate dell' sites and forums there are? :( ] So i brought it up when dealing with Dell support phone staff (i have names, times and call numbers if that would help). The first person i spoke to confirmed it there would be an issue, whereas the second said that she didn't think this was the case, but admitted that she was actually unsure as to the actual policy on returns on hardware altered by onsite technicians.
Please note though, that i myself have not gone for the refund option. I quite liked the system for the short time it worked and so have gone for the exchange option instead. I was only trying to pass on advice that i had been given, that had been of help to me.
sugarbear18
4 Operator
•
2.3K Posts
0
October 1st, 2012 18:00
Hi Jeff,
I`m sorry you are having problems with your Alienware pc. I am contacting a moderator that may be able to help you.
motty aka
3 Posts
0
October 1st, 2012 22:00
It seems to be that unless dell manages to send you a functional computer the first time you are going to be in for this type of roundabout.
The only advice i have been given is not to let any technician replace any components of a new computer as somehow in doing so you are waving your right to a return. And to not believe a word when the phone support techs say that any changes an onsite techie make will be ok with their finance department when it comes time for a refund or an exchange.
best of luck...
DELL-Chris M
Community Manager
•
56.9K Posts
0
October 2nd, 2012 05:00
sanclan,
Sorry you are having problems with your Dell hardware. I have the M18x and do not have this "keyboard make marks on the screen" issue. It is not a design flaw. I need to know who told you this. The only time I have seen this issue is when a student was putting the laptop in a "too full" backpack and the laptop was being compressed by all the school books and such. When the hard disk drive doesn't appear on bootup, what is the message you get? I need more information to investigate this. Send me the following via private message. Click my username and then Start a Conversation -
Email Address:
Name:
Shipping Address:
Phone Number:
Dell Computer Service Tag Number:
Reason:
DELL-Chris M
Community Manager
•
56.9K Posts
0
October 2nd, 2012 05:00
motty aka,
The only advice i have been given is not to let any technician replace any components of a new computer as somehow in doing so you are waving your right to a return. And to not believe a word when the phone support techs say that any changes an onsite techie make will be ok with their finance department when it comes time for a refund or an exchange.
* Again, that is not Dell policy. If they told you this, they are incorrect. Regardless of how many part exchanges are done, a return can be done inside of 30 days from the invoice date. I see that you are in Australia. If you spoke to Dell Australian Support via email, send me their addresses via private message so I can reach out to them.
sanclan
2 Posts
0
October 2nd, 2012 07:00
On 9/30/2012, I spoke with Hector in Technical Support at 1-800-873-2244. He stated it was a design flaw, that I should put a cloth between the keyboard and the screen if I did not want marks on the screen. After speaking with him and all of the issues I have had in the past two months, I demanded a return and refund. He told me to call the Cancellation Department and then when I spoke with them on 10/01, and let them know what Hector said, they tried to just connect me back to Technical Support. The system sets on a table and never moves, except when being held in a lap on the couch to use it. What does it take to just get rid of this system and get my money back?
motty aka
3 Posts
0
October 2nd, 2012 18:00
Chris M
"* Again, that is not Dell policy. If they told you this, they are incorrect."
Again?
Im sorry, have you replied to my other post? Not that i can see...
While i have followed a few of your fixes and online support threads, Chris. I am sorry to say that you do seem to be the exception to the general unsupportive offsite support personnel, and run around that i have experienced thus far. so props where due. Thanks!
Also, if you are indeed correct then this is good news.
Unfortunately i did not correspond via email. Like most of the other people who have had this type of encounter it was via your phone support. Mostly as my new computer was not working. Hence limited net access and the need for support.
I had this issue as a concern after having a friend of mine start going through the same process a few days before my own comp arrived. I then did a search on my phone about the refund issue when my own comp did not work. I found this idea/issue expressed in your own forums, as well as in many other places online [are you aware how many 'i hate dell' sites and forums there are? :( ] So i brought it up when dealing with Dell support phone staff (i have names, times and call numbers if that would help). The first person i spoke to confirmed it there would be an issue, whereas the second said that she didn't think this was the case, but admitted that she was actually unsure as to the actual policy on returns on hardware altered by onsite technicians.
Please note though, that i myself have not gone for the refund option. I quite liked the system for the short time it worked and so have gone for the exchange option instead. I was only trying to pass on advice that i had been given, that had been of help to me.
-A