Service / Production Problems?

Question

I purchased a certified refurbished computer from Dell Alienware 9/30/2010. It arrived broken not able to connect to the internet directly or through a router. I spent 8-10 hours online with Tech suppport and had two different On-site techs come to replace components Dell finally agreed to replace the system that was sent and the Alienware Tech, Kenneth said he would take full responsibility of the situation. I asked him if the system would be replaced with a system of equivalent or better parts and he infaticly said yes.

The first replacement computer (second computer) was ordered on the 19th of October and delivered the 26th. I was sent a list of components on the 21st and contacted dell on the 22nd to let them know that several of the components were not correct and downgrades from my original order? I sent the same information to Kenneth but did not receive a response so I contacted Dell Tech suport again. The new Tech asked if I would like to have the machine sent to me followed by a tech to replace the components at my home or delay the shipment and have the factory make the corrections. I asked that the factory do the work. The computer was sent the 25th with the wrong components. She and Kenneth failed their jobs.

I have spent the last several days in discussion with yet a new tech, Kevin and again he promised to take charge of my situation exaclty as Kenneth promised. I am not happy with the run around, though Kevin appears to be more capable. I understand that sometimes there are problems but this is a joke. Its Tuesday afternoon and I have still not heard any news as to a delivery date for this 2nd replacement and was just told today that it could be another 6 business days for an order number to be generated and up to three more weeks before I receive the 2nd replacement?

This is just not acceptable. I have barely received an apology for the companies inept service, they offered to include a blue ray burner in the next build (granted after two days of pleading with Kevin). My major fault in this matter appears to be my purchase of this computer. To top off this matter Kenneth called me yesterday to ask how the process was going? I asked him if he was joking? I let him know he sent in the wrong order information or did not follow up with production to veryify that it was the correct system. He kind of laughed and asked if there was anything else he could help me with?

At this point dell has literally cost me 50 hours of my time on the phone and tied up in my house with on-site techs. Dell would not honor the 20% price reduction that they offered all last week on their certified comps and it wasn't until Friday that they agreed to rebuild a third computer? What kind of service am I paying for?

Sorry to come on the forums and gripe but it appears the only place in the Alienware / Dell world that I can file a complaint that might be heard. This will be my fourth dell computer purchase in addition to multiple accessory items and I don't think after this experience that I can reccomend or spend money here.

89fordprobee · Answer

well as you said i think your first problem was getting a refurb product not the fact it was a dell/alienware system as not all refurbs are tested properly nor are all components on them but anyway you said this not me lol just feel lucky that seems your getting a new replacement instead of a refurb or a used system since that much all thats required...

i feel for yea from my M17X laptop issues were it was completly rebuilt then had more issues then started off with then finally got a M17X10 R2 as a replacement for the R1 but originally they wanted to replace it with a far far far inferior system hell the replacement system was even 700.00 CHEAPER then my original purchase price i had that fixed REAL FAST and got a *updated version* of what i had which i figure is alot faster being i went form core2 to an I7 and gtx280SLI to 5870 Xfire but took me a total of almost 3 months and 2 different supervisors and the tech fixing my system backing me up got it done

if you look on these forums further back you will see my ranting so your not alone in this just hope it all goes smooth from here

GoodLuck on the replacement system mine has been wonderfull

cav1 · Answer

Thanks for the response. Sounds like you lived through it and Dell / Alienware rewarded you with a nice upgrade for the hassle.

At the present I don’t know if I’m getting a new system? I'm going into month number two multiple hours with multiple online techs and overall too much time spent dealing with something which should not ever have been an issue for the money I paid. For the inconvenience they are putting in a blue ray burner but presently appear to be waiting for parts or something because they do not have an order number yet. I don't know if that means they are going refurb parts again but having messed up the way they did the first two times I am loosing my patience quickly.

I find it very disturbing that they also sent you a quick replacement with inferior parts? Careless or malicious it doesn’t leave a customer with a lot of trust or desire to come back?

zlawhorn · Answer

My personal experience with Dell customer service has been mixed. I ordered a laptop(studio) from them and I ended up having to send it back to them less than a month later due to a fault screen. To my suprise when I tried to get a replacement hardly any of the options were the same. Even down to the back lighting on my keyboard. I spent a long time trying to get something that was equal to the product I had ordered. After many hours with tech support and multiple billing people I eventually ended up getting a really great deal on my M15x out of it. Overall I was satisfied with them. My thoughts are that, yes they are slow, and yes they make mistakes, but I feel that the people I talked to were being genuine when they were apologizing and trying to fix my problems. And that is alot more than you can say about most customer service.

7Leagueboot · Answer

My experience has also been mixed but globally positive.
I've been a Dell customer since 1998. My wife has had both HP and Asus computers and both have been nightmares when it came to warranty claims. Her experience has made me decide to stick with Dell.

2 years back, my highly specced Inspiron 9100 developed a fault 3 months prior to the end of its 4 yr warranty. I contacted Dell to get it fixed but despite several visits from their tech the problem persisted. Finally, 1 day after warranty expiration, the MB died completely. Because it was due to the problem they were unable to fix they said they would replace the computer. I wanted a replacement Inspiron 9100 because it had been superb and really fast but they said it was no longer in production so offered me the highest spec on an Inspiron 1720. Despite Dell's and Intel's claims that the Core 2 Duo is a much faster CPU than the Pentium 4, I have to disagree. My 9100 with its P4 3.4 Ghz 2 core CPU was much faster than this one!

Anyway, I could not complain as I was getting a brand new top end machine with a new 3 year next day on site warranty, 4 years after I had purchased my original Inspiron. And if that isn't already impressive in terms of customer service, figure that I was not happy about receiving a 250 GB drive and asked if I could pay to have it changed for a 320 GB drive? The reply I received was "No, this is a warranty replacement so we cannot accept any money. We will install a 320 GB drive for you."

So why mixed experience?

Because I did not want the Inspiron 1720. I asked if I could pay the difference to have an XPS 1730 and was told categorically "No sir, we can only supply a machine of similar or slightly better specification. You may not upgrade the machine, even if you are prepared to pay for it." That I found to be a rather stupid and very annoying policy.

2 years ownership of this 1720 has been enough. I'm not sure whether its the CPU that is responsible for all my grief or Vista (it's probably the latter) but I took the decision to go the whole hog and buy an M17x R2. Let's hope it lives up to its reputation!

Another negative aspect, IMHO, is that this machine is built for gaming with. It's a no nonsense, killer laptop and its i7 CPU can be overclocked to get the best out of your gameplay. Dell even supply the driver that allows you to overclock it. But, speaking with a Dell tech yesterday while he was upgrading my drivers, he informed me "while you are welcome to install that driver, if you do your warranty will be voided. This is because Dell only warrant the machine in its default state." While I understand that overclocking puts the machine under extreme stress, I don't quite agree with the premise "this is what you can do with this machine ...but if you do, you will lose your warranty." Of course they never tell you that until AFTER you have parted with your money!

cav1 · Answer

Well the third round of my original order has just been sent this morning.

I checked the order last Thursday and found the same downgraded parts as the 1st replacement system and called tech support to correct the order. I called again yesterday because nothing on the order had changed and the first tech I spoke to said his department was no longer handling the case and told me he was going to transfer me, to which he just placed me in a holding que and the line terminated after about 15 mins. Not the greatest way to start off a conversation especially under the circumstances. I spoke to another tech and received the same promises to fix the issue that the first three techs guaranteed, but have yet to accomplish, then I spoke to someone who was in a manager position and he was totally useless.

So the website and tracking number have the computer due to come today. I don't think the tech support group, who is handling the case, has the capability to handle a simple exchange? What in the heck is wrong with these people?

VERY UPSET. I need to get a refund and go elsewhere this is rediculous.

LordFesss · Answer

Hello cav1........ I am sorry you are having having so many problems and hope Dell will take care of you and make you happy.............I just went through a computer exchange myself and I must say my experience with Dell and Alienware customer service was almost flawless..... It would have been perfect except that it shipped with a slower processor than that which I was told by tech support had been approved by Dell......The total turn around time was less than 2 weeks from the time they made the offer I could not refuse to replace my old system !! I also reqested they send me the processor that I was told was approved by Dell and they sent it out over night as well and it was installed by their technition yesterday.

Again I am truly sorry for the negative experiences you are having with Dell, but I am also very happy to say I cannot feel your pain as they sent NEW (not refurbished) computer to replace my 2 and 1/2 year old computer.They really gave me a very huge upgrade over my old XPS 630i in every way!!!!... I have to keep pinching myself to make sure I am not dreaming!!! Maybe I am just lucky i don't know.

I really do hope you do get everything solved and worked out to your satisfaction very soon...

cav1 · Answer

Entering week 7.  Still waiting for the order list to be posted to the website which doens't look like it will be happening today.  If its posted tomorrow great but I'll be out of town all next week and not be able to pick up or sign for the computer.  So this looks llike a 9 week ordeal.

cav1 · Answer

Dell has been very generous and upgraded the system  a bit further with Dual 5970 ATI cards in addition to a Blue Ray burner.  The machine is currently in production and I'm crossing my fingers that it all arives safely.

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Service / Production Problems?

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