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348 Posts
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9156
December 19th, 2011 08:00
Incorrect Keyboard Sent
This is a strange one, I ordered my M18x laptop early December, it arrived towards the end of last weekend, I plugged in the charger and left it on overnight as you do, I came to use it Friday evening and kept missing the enter key, I assumed was just different shape of keyboard due to numeric pad.
Anyway I noticed I also didn't have a £ key, it had a # key instead, and then it dawned I had been sent the US/Internation Keyboard not the UK/Irish Keyboard.
I phoned up support, who told me I have obviously selected the US keyboard on the order form, so that's what I was sent, and it would cost Dell to much to correct this, since its my fault. All they would do was arrange for me to return the laptop and refund eventually and I'd have to order a new one.
I pointed out that it is IMPOSSIBLE to change the keyboard options on the website, its automatically completed so I paid it no mind, much as I didn't bother checking for a UK plug, I order off dell.co.uk, I expect it to be of UK Spec.
Anyway is this normal / regular to be shipped the wrong keyboard, then told you choose the wrong one and then told a replacement can't be arranged, all they do is refund (in due course) then I need to order again ?
Clearly I must look like I have nearly £8,000 in a bank because they think I can afford to order another before the current offer ends, while they hold onto the original money as well, that or I look stupid.
What would you suggest I do ?
Cenobitez
348 Posts
0
December 19th, 2011 08:00
I have had Dell machines since the Dell Poweredge 1400SC was released, and had very few problems, good service when needed, always compensated with freebies when it wasn't my fault, everything smooth, but this takes the piss.
If I could find a specced up laptop in the UK with equal likelihood of not going bust, I would give it some thought but so many companies are going poof, when spending the better part of £4,000 you need to know the company isn't going bust anytime soon.
I'm hoping this is just an issue where the ticket-jockeys in India or where ever they are based have made a mistake and I'll get an exchange, but I wanted to see what you guys and Chris_M as Dell Employee thinks and has to say :)
C_ronic
431 Posts
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December 19th, 2011 08:00
RETURN IT AND RUN. This is just a glimpse of how Dell works. If something breaks youll have to deal with that terrible service and hours on the phone. Good luck either way.
Cenobitez
348 Posts
0
December 19th, 2011 08:00
I also assume they will charge me that wrong item return fee as well.
Cenobitez
348 Posts
0
December 24th, 2011 11:00
My previous update post was deleted for my language so I will state facts and my opinion and I will clarify the difference.
I ordered an Alienware M18x with the full price being close to £4,500 but had a discount code and the 3yr warranty was reduced too, so paid a reasonable amount less.
I realised the alienware had the wrong keyboard, it was ordered from Dell UK, and I assumed it would be set to English ( British ) Language, have a 3-pin english plug, an english manual and generally just be of english spec.
This was NOT the case.
There is no option in the configurator to make the change of the keyboard. My assumption is that if I ordered from Dell Greece, I would have the option of a Greek Keyboard or another type. I do not speak any other language fluenty to verify this fact.
I have tried every possible thing to recreate the US/International Keyboard, but have been unsuccessful. (If anyone knows where such a setting lives please do tell me).
I phoned Dell Support, Alienware Support, Customer Care and various other who I was passed around on MY DIME dialling an 0844/0870 number costing 25p per minute off my mobile phone as I do not have a land line.
During these phone calls, at least 2 different Dell Operatives (one of them on more than 1 separate occasion) told me the only way I would get the US keyboard is if I selected it on the website so Dell won't replace it. While querying where exactly it is, and stating I did no such thing, I was told I must have done it.
Where I come from, if I say I didn't do something, and you tell me I did, either I am lying to you, or you are calling me a liar, there is no alternative option. So In my opinion 2 different Dell Operatives gave me incorrect information about the Dell Website and called me a Liar on at least 3 different occasions. I am NOT happy in way shape or form about this.
This mistake is 100% caused by either Dell's website or whoever puts the invoices together, it took around 2-3 hours for my invoice to arrive, so whatever happened in this 150 minute gap is where the change from UK to US keyboard happened.
When I was finally given someone to manage my case and liase with me (with some advice from Chris M), I asked for the laptop to be replaced rather than Technical Support sending a technician to pull the laptop apart and swap out the keyboard. Frankly for the money I am paying, I do not want an untrained general tech pulling the machine apart.
I have been sent 4 Invoices in total, (inc the original) and half of them including one of the replacements lists the US Keyboard. The 4th Invoice now states it includes the UK/Irish Keyboard and will be delivered somewhere within an 12 hour window, which means a 2nd Day off work, on top of a unauthorised day off work to return the current one.
I am significantly out of pocket, and will have a black mark on my employment card due to what in my opinion is Dell's Mistake.
Chris M on the forum here, and 2 of the many support personnel was helpful but on the whole my experience with Dell has changed dramatically since the last I needed support.