Thank you for using the
Dell Community Forum. Did you purchase the system individually?
Did you purchase the system through a company or business?
Was the system given to you by your business?
Does it list anywhere on your invoice that the tag was added?
Tags like these are not standard.
They have to be requested by the purchaser of the system.
I did purchase the D800 system myself, for private use; there are no intermediaries involved between myself and Dell and my company did not give it to me (thet actually provide me another, a C-series at work :-)
The original order confirmation lists my original request as "Asset Tagging: Customer Label 2 (Customer Name, System type, Dell Order No, System tag, Barcode) +EUR 10"; this tag is indeed present "On bottom-side of the system" just as described on website. There is no other tag mentioned in the confirmation email.
Now the funny thing is that the invoice that came along with the system *does* mention a number of labels and one of these is a Stoptrack. How this got ordered, I do not know... there is no StopTrack option on the website. How it got placed on top is what puzzles me the most...
Thanks for the information.
So it looks like it is an error on the order.
You need to contact either Dell Tech Support or Dell Customer Care in your region of the world to get this fixed.
I would think you have the following options available.
1.Get the system replaced or exchanged.
2.Get the top LCD plastics replaced so you no longer have that tag.
3.If still within 30 days, return the system and place another order.
The easiest/time saving solution would be just to get the top LCD plastics replaced.
I have been in touch with Dell Customer Care since, and it is apparently taking them some time to set things straight... although I am confident they will correct this soon.
I do not understand. I am suppossed to be entitled to service, right?
I used to think that Dell Netherlands would be working on this, but at this point I have no evidence to suggest they are actually doing anything besides answering my phone calls.
Problem: My laptop has been defaced at the factory by misplacing a tag I did not even order.
December 18th answer by Customer Care : "This is new to us, we do not know anything about this kind of tags, could you please describe? We will contact you later."
January 8th answer by CC: "That tag is standard equipment on all laptops." Actually, it's optional.
January 14th answer by CC: "You ordered the tag yourself." Impossible: not on the papers, not on the website, not on the order, so not on my laptop.
January 20th answer by CC: "Yes there is a case open, we are in touch with the factory in Ireland." Please keep me updated; when can you call me? "OK, we'll call you back Jan 23rd with an update on this." No call.
All of these have been verbal, as I've not received any reply to my emails. I am quite disappointed by all the varying answers and the consistent lack of visible action, so the following questions to the forum are not hardware, but service related:
- Am I talking to the correct Customer Care people? (Dell Netherlands +31-20-6744200)
- Will I receive a different answer if I call yet again?
- If they remain unable, unwilling or unresponsive, who can properly provide the service I signed up for?
I have received my first call from Dell Customer Care now.
"We are told that what you have on the top of your laptop is a 'Customer 2 Asset Tag' which you ordered yourself. You may ship your system back and have it replaced for €150."
Wherever they got this from, they are misinformed. I have forwarded now pictures showing the 'Customer 2' tag on the bottom of the system (which I ordered), and the 'Anti-theft' tag on the top (which I did not). 40 days since my original complaint and they still seem not to understand.
I think I have had enough patience now and gone well out of my way to explain. They have all the information they need to make the right decision and keep me a happy customer.
This issue will be escalated if not solved satisfactorily.
This time I have had some better luck. I have sent the photos twice already, and spoken to at least 5 different CC reps in two weeks (getting managers on the line has proven very difficult if not impossible). At this stage I am very straightforward asking for a replacement part under CompleteCare terms, so I may be able to carry on the fix myself (with Dell's blessing and maybe Tech Support on the line) - the least resistance path, as I am no longer interested in the factory explaining itself, swapping the PC or keep sparring on this.
What I got today was:
"We are going to ship you the cover; ordering may take between 5 and 8 business days."
Eureka. If this happens I'll be a happy man. Now, if Finance Department would stop billing me twice, as agreed, this could be a Happy Day to Remember.
(Happy as in "happy with my system", but not as in "I'll be happy to buy the dockstation now, and another laptop for my wife" - we are quite a long shot from that now).
This time I have had some better luck. I have sent the photos twice already, and spoken to at least 5 different CC reps. At this stage I am very straightforward asking for a replacement part so I may be able to carry on the fix myself (with Dell's blessing and maybe Tech Support on the line) - the least resistance path - I am no longer interested in the factory explaining itself, swapping the PC or keep sparring on this.
[ website or user error - see below for full text of posting ]
Dell has addressed the problem now and taken action to correct.
February 11th call by Customer Care Backoffice: "We will swap the full chassis in about 8 business days, and we will add a mouse and memory key as compensation."
February 17th mouse and memory key received.
February 24th the new order arrives, including the laptop (problem corrected), the full set of accessories, plus an extra memory key (?).
So, I am about to sit down and check the hardware specs again and to transfer the data from the old laptop.
The billing issue also seems to have been corrected after sending them a copy of the credit card statement, and the only things to correct now would be CompleteCare policy (L.G.I. seems to have got the timespan wrong) and of course shipping them back the duplicate items.
Overall, a good end result out of a bad experience. In this case Dell was ready, able and, after all, willing to correct the problem; it just took them an unbelievable amount of time (55 days) to do so which lead to both frustration and compensation.
Thanks to M.R, Y.K. and Karell C. for their support.
Karell
2 Intern
•
2.5K Posts
0
January 8th, 2004 18:00
Thank you for using the Dell Community Forum.
Did you purchase the system individually?
Did you purchase the system through a company or business?
Was the system given to you by your business?
Does it list anywhere on your invoice that the tag was added?
Tags like these are not standard.
They have to be requested by the purchaser of the system.
FelipeC
13 Posts
0
January 8th, 2004 19:00
In regard to your questions:
I did purchase the D800 system myself, for private use; there are no intermediaries involved between myself and Dell and my company did not give it to me (thet actually provide me another, a C-series at work :-)
The original order confirmation lists my original request as "Asset Tagging: Customer Label 2 (Customer Name, System type, Dell Order No, System tag, Barcode) +EUR 10"; this tag is indeed present "On bottom-side of the system" just as described on website. There is no other tag mentioned in the confirmation email.
Now the funny thing is that the invoice that came along with the system *does* mention a number of labels and one of these is a Stoptrack. How this got ordered, I do not know... there is no StopTrack option on the website. How it got placed on top is what puzzles me the most...
Cheers,
-Felipe
Karell
2 Intern
•
2.5K Posts
0
January 9th, 2004 14:00
Thanks for the information.
So it looks like it is an error on the order.
You need to contact either Dell Tech Support or Dell Customer Care in your region of the world to get this fixed.
I would think you have the following options available.
1.Get the system replaced or exchanged.
2.Get the top LCD plastics replaced so you no longer have that tag.
3.If still within 30 days, return the system and place another order.
The easiest/time saving solution would be just to get the top LCD plastics replaced.
FelipeC
13 Posts
0
January 20th, 2004 10:00
Karell,
Thank you very much for you prompt reply!
I have been in touch with Dell Customer Care since, and it is apparently taking them some time to set things straight... although I am confident they will correct this soon.
Cheers,
-Felipe
FelipeC
13 Posts
0
January 28th, 2004 12:00
I do not understand. I am suppossed to be entitled to service, right?
I used to think that Dell Netherlands would be working on this, but at this point I have no evidence to suggest they are actually doing anything besides answering my phone calls.
Problem: My laptop has been defaced at the factory by misplacing a tag I did not even order.
All of these have been verbal, as I've not received any reply to my emails. I am quite disappointed by all the varying answers and the consistent lack of visible action, so the following questions to the forum are not hardware, but service related:
- Am I talking to the correct Customer Care people? (Dell Netherlands +31-20-6744200)
- Will I receive a different answer if I call yet again?
- If they remain unable, unwilling or unresponsive, who can properly provide the service I signed up for?
Best regards,
-Felipe
FelipeC
13 Posts
0
January 29th, 2004 12:00
Brilliant.
I have received my first call from Dell Customer Care now.
Wherever they got this from, they are misinformed. I have forwarded now pictures showing the 'Customer 2' tag on the bottom of the system (which I ordered), and the 'Anti-theft' tag on the top (which I did not). 40 days since my original complaint and they still seem not to understand.
I think I have had enough patience now and gone well out of my way to explain. They have all the information they need to make the right decision and keep me a happy customer.
This issue will be escalated if not solved satisfactorily.
Regards,
-Felipe
FelipeC
13 Posts
0
February 10th, 2004 12:00
The saga continues...
This time I have had some better luck. I have sent the photos twice already, and spoken to at least 5 different CC reps in two weeks (getting managers on the line has proven very difficult if not impossible). At this stage I am very straightforward asking for a replacement part under CompleteCare terms, so I may be able to carry on the fix myself (with Dell's blessing and maybe Tech Support on the line) - the least resistance path, as I am no longer interested in the factory explaining itself, swapping the PC or keep sparring on this.
What I got today was:
"We are going to ship you the cover; ordering may take between 5 and 8 business days."
Eureka. If this happens I'll be a happy man. Now, if Finance Department would stop billing me twice, as agreed, this could be a Happy Day to Remember.
(Happy as in "happy with my system", but not as in "I'll be happy to buy the dockstation now, and another laptop for my wife" - we are quite a long shot from that now).
Best regards,
-Felipe
FelipeC
13 Posts
0
February 10th, 2004 12:00
The saga continues...
This time I have had some better luck. I have sent the photos twice already, and spoken to at least 5 different CC reps. At this stage I am very straightforward asking for a replacement part so I may be able to carry on the fix myself (with Dell's blessing and maybe Tech Support on the line) - the least resistance path - I am no longer interested in the factory explaining itself, swapping the PC or keep sparring on this.
[ website or user error - see below for full text of posting ]
Message Edited by FelipeC on 02-10-2004 04:00 PM
FelipeC
13 Posts
0
February 10th, 2004 12:00
Message Edited by FelipeC on 02-10-2004 03:58 PM
FelipeC
13 Posts
0
February 24th, 2004 10:00
Credit where credit is due.
Dell has addressed the problem now and taken action to correct.
So, I am about to sit down and check the hardware specs again and to transfer the data from the old laptop.
The billing issue also seems to have been corrected after sending them a copy of the credit card statement, and the only things to correct now would be CompleteCare policy (L.G.I. seems to have got the timespan wrong) and of course shipping them back the duplicate items.
Overall, a good end result out of a bad experience. In this case Dell was ready, able and, after all, willing to correct the problem; it just took them an unbelievable amount of time (55 days) to do so which lead to both frustration and compensation.
Thanks to M.R, Y.K. and Karell C. for their support.
Still a happy Dell customer,
-Felipe
Message Edited by FelipeC on 02-24-2004 01:46 PM