Good day everyone,
I just read steviejones133's thread regarding his experience with Dell customer care.
It blew my mind that US and EMEA are a different entity - no wonder the famous great Dell Service I have heard of seemed sketchy to me.
If anyone could give me feedback on what steps to take, that would be a really big help.
Here's the story:
Back in March 2013, I was visiting Singapore and bought an Alienware M14x R2 (there is no Alienware being sold in the Philippines - where I am from). Upon buying however, I made sure to ask about the warranty. I was told it would be repaired/serviced/replaced at my place of residence. I was intrigued by this - I asked, "even if there is no Alienware in the Philippines?", to which the sales representative yes. It was actually what pulled me into buying an Alienware in the first place. I was just strolling along the mall, not even thinking of buying a laptop. A very stupid and impulsive decision by me. I was informed that upon purchasing, I had 2 years international warranty and 1 year accidental warranty coverage. That seemed like an awesome deal.
Over the course of 2 months, my unit has been repaired a whopping 8 times! The problem first started with a busted sub-woofer a week after purchase (I had already gone back to the Philippines then). I didn't mind it at first since the sound distortion only occurred during high bass/treble moments. That changed when I started to play games - Tomb Raider, Bioshock Infinite, etc, were annoying to play due to the weird sound. I decided to call Alienware; talked to TechSupport and reported the problem. The very next day, a technician came! I thought to myself, "Service is terrific as I was told!"
The technician replaced the speakers, but it did not resolve the problem. Apparently it was the subwoofer that was broken. So he came again a few days later to replace the sub-woofer. That was technician visit #2. After he left, the ALIENWARE lights in front of the screen refuses to light up. I called it in again and they sent another technician to replace the whole LCD panel. Sloppy work, I saw broken clips from the chassis and the LCD does not extend all the way back. That was visit #3. Upon checking the laptop, the technician and I noticed the wifi indicator was not working. Another problem! A few days later they sent another technician to replace the wifi indicator (visit #4). Apparently that was not the problem because it still refused to light up! He finally told me the motherboard needs to be replaced.
After a week or so, Dell sent a technician to replace the motherboard (visit #5). Upon replacement, a lot of new problems have showed up - Video hardware error shown in the Security Center. Super lag when playing games, it was like a slideshow at 8FPS in Diablo 3! Overheating at every menial task - even when just opening Chrome. The sub-woofer got busted again a few days after as well, and they had to make a separate report for that. A few days later, another technician came to replace the sub-woofer (visit #6). Exactly 1 day after that, it was the weekend, and I open my laptop to see BSOD. It said Recovery, Windows needs to be repaired. I called customer service again to report the problem. I kindly requested for a new unit - I told them my unit is 2 months old and it has been getting more and more problems after they replace some parts. The customer support told me they will repair it one more time and if it still doesn't work, they will replace the unit! I politely agreed.
Technician came to my house (visit #7) with a new motherboard, CPU fan, heatsink, HDD, Windows 8 with license. LOL! They really wanted to fix my laptop! Upon replacing all the parts, the technician could not install Windows 8! The license key was not accepted by the installer. DELL DUN GOOFED! The license is embedded into the motherboard, but they replaced my motherboard with a new one - making the license the technician brought useless. It was getting late and the technician still had to go to another service so we agreed to continue the very next day.
Next day came (visit #8), he still could not remedy the problems of my laptop. The technician also ran diagnostics and found out that my subwoofer is busted again. Aside from that, the LED lights of my unit is not working properly. I finally called customer service while the technician was still at my house and I told them I would like to get a replacement. I politely informed them that I have spent more time calling customer service, troubleshooting, and accommodating technicians than actually using the laptop! I have cleared my schedule 8x, skipped work, lost my data, etc. All throughout the course of the 8 repairs, I have been very patient with them. I never got upset, I never disrespected anyone, never even talked loudly over the phone.
In the 2.5 months I have owned the laptop, it has been
1. Opened up more than 10x
2. Replaced the ff parts:
2x Motherboard
2x CPU fan
2x Heatsink
2x Subwoofer
1x LCD Panel
1x Wifi Indicator
1x HDD
1x Speakers
Later that day, a customer service representative called me to say that I was granted a replacement unit. There's a catch though - I need to bring the unit back to Singapore and stay there for more than 2 weeks! I told them that would end up costing me more than what I paid for the M14x r2. And, I was informed that they cannot repair my m14 if I am to seek a replacement unit. I told them that was absolutely ridiculous. First of all, the sales rep lied to me when he told me I would have my unit replaced at my home if ever the need arises. Second, the waiting for 2 weeks in Singapore is a waste of time and money. Third, they refuse to repair my laptop - meaning I won't have anything to use for more than a month! They can't seriously expect me to book right away - I have to schedule a trip and everything. I told them I would think about it.
the next day, I called again. I got a bit upset over the phone because they didn't seem to know how to respond. All they kept saying was, "I understand." They have no modicum of discretion for simple decisions and they refuse to let me talk to the manager. I made sure to always speak politely and with manners. He told me he could try his best to help me with my situation - and after a long hold on the phone, he came back to tell me that I wouldn't have to wait 2 weeks in Singapore for a replacement unit. They would have it ready by the time I go there (they should have thought of that in the very first place!!). I told them fine, I would accept whatever the conditions are just to get a replacement unit, but still I insisted to talk to the manager to voice out my displeasure. He still refused and told me to voice out my concerns through email.
They were supposed to send me an email regarding the quotation of the unit replacement. Anyway I emailed the guy 3x and he never responded back. I called customer service after a few days to ask what's up. Another representative was on the phone and told me the person I talked to a few days ago is not available at the moment. I explain everything again and I was promised that my quotation would be expedited (it usually takes 3 days she said). I again asked for the manager and she still refused, saying that their manager is a very busy person.. Okay.
I also asked the lady I was talking to to give me a quick check regarding my warranty status. She said I have 1 year warranty. I bought it with 2 years warranty and 1 year accidental warranty. How could that have been changed? I remember even going back to DELL Headquarters in Funan Mall, Singapore to assure that my warranty is 2yrs w/ 1 yr accidental warranty and they told me it was taken care of. She could not provide a response, just told me to wait for the email.
After 3 days, I called up again asking how come I never received any email (still havent up to this point!). And the customer service rep I talked to is not responding to my emails.. the guy on the phone told me that that person is relocated for a week for something and that I should email him so he can follow up with that guy. I did! It's been 3 days and I have not received a single reply from them. It has been 1 week since I was promised an 'expedited' quotation email. Not a word or update from their part. Worst service I have ever received over the course of my entire life.
So, what could I do?
Any help would be greatly appreciated.
P.S.
I don't know if I'm stupid, but I still bought an Alienware 18. This time from Hong Kong.
That's how much I like this brand, and I am truly hoping that my experience with my M14x R2 will be a thing of the past.
I just read steviejones133's thread regarding his experience with Dell customer care.
It blew my mind that US and EMEA are a different entity - no wonder the famous great Dell Service I have heard of seemed sketchy to me.
If anyone could give me feedback on what steps to take, that would be a really big help.
Here's the story:
Back in March 2013, I was visiting Singapore and bought an Alienware M14x R2 (there is no Alienware being sold in the Philippines - where I am from). Upon buying however, I made sure to ask about the warranty. I was told it would be repaired/serviced/replaced at my place of residence. I was intrigued by this - I asked, "even if there is no Alienware in the Philippines?", to which the sales representative yes. It was actually what pulled me into buying an Alienware in the first place. I was just strolling along the mall, not even thinking of buying a laptop. A very stupid and impulsive decision by me. I was informed that upon purchasing, I had 2 years international warranty and 1 year accidental warranty coverage. That seemed like an awesome deal.
Over the course of 2 months, my unit has been repaired a whopping 8 times! The problem first started with a busted sub-woofer a week after purchase (I had already gone back to the Philippines then). I didn't mind it at first since the sound distortion only occurred during high bass/treble moments. That changed when I started to play games - Tomb Raider, Bioshock Infinite, etc, were annoying to play due to the weird sound. I decided to call Alienware; talked to TechSupport and reported the problem. The very next day, a technician came! I thought to myself, "Service is terrific as I was told!"
The technician replaced the speakers, but it did not resolve the problem. Apparently it was the subwoofer that was broken. So he came again a few days later to replace the sub-woofer. That was technician visit #2. After he left, the ALIENWARE lights in front of the screen refuses to light up. I called it in again and they sent another technician to replace the whole LCD panel. Sloppy work, I saw broken clips from the chassis and the LCD does not extend all the way back. That was visit #3. Upon checking the laptop, the technician and I noticed the wifi indicator was not working. Another problem! A few days later they sent another technician to replace the wifi indicator (visit #4). Apparently that was not the problem because it still refused to light up! He finally told me the motherboard needs to be replaced.
After a week or so, Dell sent a technician to replace the motherboard (visit #5). Upon replacement, a lot of new problems have showed up - Video hardware error shown in the Security Center. Super lag when playing games, it was like a slideshow at 8FPS in Diablo 3! Overheating at every menial task - even when just opening Chrome. The sub-woofer got busted again a few days after as well, and they had to make a separate report for that. A few days later, another technician came to replace the sub-woofer (visit #6). Exactly 1 day after that, it was the weekend, and I open my laptop to see BSOD. It said Recovery, Windows needs to be repaired. I called customer service again to report the problem. I kindly requested for a new unit - I told them my unit is 2 months old and it has been getting more and more problems after they replace some parts. The customer support told me they will repair it one more time and if it still doesn't work, they will replace the unit! I politely agreed.
Technician came to my house (visit #7) with a new motherboard, CPU fan, heatsink, HDD, Windows 8 with license. LOL! They really wanted to fix my laptop! Upon replacing all the parts, the technician could not install Windows 8! The license key was not accepted by the installer. DELL DUN GOOFED! The license is embedded into the motherboard, but they replaced my motherboard with a new one - making the license the technician brought useless. It was getting late and the technician still had to go to another service so we agreed to continue the very next day.
Next day came (visit #8), he still could not remedy the problems of my laptop. The technician also ran diagnostics and found out that my subwoofer is busted again. Aside from that, the LED lights of my unit is not working properly. I finally called customer service while the technician was still at my house and I told them I would like to get a replacement. I politely informed them that I have spent more time calling customer service, troubleshooting, and accommodating technicians than actually using the laptop! I have cleared my schedule 8x, skipped work, lost my data, etc. All throughout the course of the 8 repairs, I have been very patient with them. I never got upset, I never disrespected anyone, never even talked loudly over the phone.
In the 2.5 months I have owned the laptop, it has been
1. Opened up more than 10x
2. Replaced the ff parts:
2x Motherboard
2x CPU fan
2x Heatsink
2x Subwoofer
1x LCD Panel
1x Wifi Indicator
1x HDD
1x Speakers
Later that day, a customer service representative called me to say that I was granted a replacement unit. There's a catch though - I need to bring the unit back to Singapore and stay there for more than 2 weeks! I told them that would end up costing me more than what I paid for the M14x r2. And, I was informed that they cannot repair my m14 if I am to seek a replacement unit. I told them that was absolutely ridiculous. First of all, the sales rep lied to me when he told me I would have my unit replaced at my home if ever the need arises. Second, the waiting for 2 weeks in Singapore is a waste of time and money. Third, they refuse to repair my laptop - meaning I won't have anything to use for more than a month! They can't seriously expect me to book right away - I have to schedule a trip and everything. I told them I would think about it.
the next day, I called again. I got a bit upset over the phone because they didn't seem to know how to respond. All they kept saying was, "I understand." They have no modicum of discretion for simple decisions and they refuse to let me talk to the manager. I made sure to always speak politely and with manners. He told me he could try his best to help me with my situation - and after a long hold on the phone, he came back to tell me that I wouldn't have to wait 2 weeks in Singapore for a replacement unit. They would have it ready by the time I go there (they should have thought of that in the very first place!!). I told them fine, I would accept whatever the conditions are just to get a replacement unit, but still I insisted to talk to the manager to voice out my displeasure. He still refused and told me to voice out my concerns through email.
They were supposed to send me an email regarding the quotation of the unit replacement. Anyway I emailed the guy 3x and he never responded back. I called customer service after a few days to ask what's up. Another representative was on the phone and told me the person I talked to a few days ago is not available at the moment. I explain everything again and I was promised that my quotation would be expedited (it usually takes 3 days she said). I again asked for the manager and she still refused, saying that their manager is a very busy person.. Okay.
I also asked the lady I was talking to to give me a quick check regarding my warranty status. She said I have 1 year warranty. I bought it with 2 years warranty and 1 year accidental warranty. How could that have been changed? I remember even going back to DELL Headquarters in Funan Mall, Singapore to assure that my warranty is 2yrs w/ 1 yr accidental warranty and they told me it was taken care of. She could not provide a response, just told me to wait for the email.
After 3 days, I called up again asking how come I never received any email (still havent up to this point!). And the customer service rep I talked to is not responding to my emails.. the guy on the phone told me that that person is relocated for a week for something and that I should email him so he can follow up with that guy. I did! It's been 3 days and I have not received a single reply from them. It has been 1 week since I was promised an 'expedited' quotation email. Not a word or update from their part. Worst service I have ever received over the course of my entire life.
So, what could I do?
Any help would be greatly appreciated.
P.S.
I don't know if I'm stupid, but I still bought an Alienware 18. This time from Hong Kong.
That's how much I like this brand, and I am truly hoping that my experience with my M14x R2 will be a thing of the past.