Many of you will know of my recent issues with Dell regarding my M18x R1. I won't go into full details, but I will say that one of the options offered to me by Dell was a BRAND NEW REPLACEMENT machine - which I took them up on. What goes before that offer is irrelevant.
I read this comment by one of our AW rep's, which got me to thinking even more than I have been of late - which was a LOT anyway. It was in response to another members post, so here are the two posts:
Now, many of you will know that I had an M18x R1 with a 2960xm and Dual 6990m's as my original configuration, yet Dell saw fit to offer me an R2 with 3630qm and a single 675m as a replacement.
Best for the customer? - I don't THINK so.
Okay.....they then turn around and tell me that they are NOT prepared to change that specification AT ALL - that was IT.
After 10 weeks of Dell Hell, what do they do? - offer me a refund, and in the same breath, they tell me that "it will allow you to buy whatever machine you want" blah blah blah.....Dell have then, in the eyes of the legal system, fulfilled their contract. Many people have said that I should be HAPPY with this outcome.
Try this on for size. I get £3,000gbp back from my original purchase, which does NOT include the SSD's that Dell gave me as a good will gesture for their previous ball's up's (faulty gpu's on one machine, the next machine totally DOA). So, right off the bat, I've lost them SSD's because of the original configuration.
So, the £3k they give me back - minus x2 256gb SSD's - that I'm supposed to be pleased as punch with, wont even stretch to a like for like machine, that I felt should have been offered under warranty - instead of the pathetic 3630qm/single 675m they insulted me with.
I hopped on the UK web site to see how far it will stretch and it won't even cover like for like, as shown below - I had 2960xm/6990m XF/4gb/Win 7 Ult/Killer/Bluray/2 and a half years warranty left on original:
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So, there you have it. The refund that people thought was sooooo generous of Dell WAS just a way to wriggle out of treating me with some respect. Can't even afford to buy my own like for like now........I ask you now, how good is Dell Warranty given the above?
It really makes me laugh at the above quote about "always trying to go for most customer satisfaction" - what a crock of crap that was. I don't see ANY trace of that "better for the customer" crap in the way Dell treated me.....
I'd love to see someone from Dell try and say that they did the best for me......
I'll edit this post with MANY examples of INSANE betterment for many other people when it comes down to replacements......you can decide what' fair or not....
I've just had a belly full of Dell and their crappy ways....
EDIT: Here are FIVE instances of amazing replacement machines - I take NOTHING away from the people below - they deserve it, but why do I not deserve the same treatment??
http://forum.notebookreview.com/alie...info-dell.html Result: Original machine M17x R2/620qm/4870 Crossfire/4gb ram/500gb HDD/BR Burner. Replacement machine M18x R2/3840qm/680m SLI/32gb ram/x2 512gb SSD's/BR Burner getting sent out for free as not included in replacement offer!!!!
http://forum.notebookreview.com/alie...periences.html Result: Original machine M18x R1/2760qm/580m SLI/4gb ram/750gb HDD/DVD Burner. Replacement machine M18x R2/3740qm/680m SLI/8gb ram/1.5tb HDD/BR Reader
http://forum.notebookreview.com/alie...ng-2820qm.html Result: Original machine M17x R3/2820qm/580m/750gb HDD. Replacement machine M18x R2/3840qm/680m SLI/512gb SSD/
http://forum.notebookreview.com/alie...air-depot.html Result: Original machine M17x R2/840qm/5870m Crossfire. Replacement machine Alienware 17/4900mq/780m/16gb ram/1.5tb HDD & 64gb mSata/BR Reader
http://forum.notebookreview.com/alie...post-28-a.html Result: Original machine M18x R1/2860qm/6990m Crossfire/320gb HDD. Replacement machine Alienware 18/4900mq/770m SLI (customer paid for upgrade to 780m SLI)/750gb HDD & 64gb mSata/16gb ram/BR Reader
I read this comment by one of our AW rep's, which got me to thinking even more than I have been of late - which was a LOT anyway. It was in response to another members post, so here are the two posts:
Quote:
Originally Posted by ligithin
![View Post]()
If Alienware / Dell agrees to swap your machine you will be happy with the outcome almost always, and if not there is always the resolution team you can get in contact with and they will most assuredly remedy the problem at least from my experiences.
Quote:
Originally Posted by Alienware-L_Porras
![View Post]()
I agree with this, we always try to go for the most satisfaction (for the customer) on system replacements but if anything goes wrong we can still go one step further.
Best for the customer? - I don't THINK so.
Okay.....they then turn around and tell me that they are NOT prepared to change that specification AT ALL - that was IT.
After 10 weeks of Dell Hell, what do they do? - offer me a refund, and in the same breath, they tell me that "it will allow you to buy whatever machine you want" blah blah blah.....Dell have then, in the eyes of the legal system, fulfilled their contract. Many people have said that I should be HAPPY with this outcome.
Try this on for size. I get £3,000gbp back from my original purchase, which does NOT include the SSD's that Dell gave me as a good will gesture for their previous ball's up's (faulty gpu's on one machine, the next machine totally DOA). So, right off the bat, I've lost them SSD's because of the original configuration.
So, the £3k they give me back - minus x2 256gb SSD's - that I'm supposed to be pleased as punch with, wont even stretch to a like for like machine, that I felt should have been offered under warranty - instead of the pathetic 3630qm/single 675m they insulted me with.
I hopped on the UK web site to see how far it will stretch and it won't even cover like for like, as shown below - I had 2960xm/6990m XF/4gb/Win 7 Ult/Killer/Bluray/2 and a half years warranty left on original:
So, there you have it. The refund that people thought was sooooo generous of Dell WAS just a way to wriggle out of treating me with some respect. Can't even afford to buy my own like for like now........I ask you now, how good is Dell Warranty given the above?
It really makes me laugh at the above quote about "always trying to go for most customer satisfaction" - what a crock of crap that was. I don't see ANY trace of that "better for the customer" crap in the way Dell treated me.....
I'd love to see someone from Dell try and say that they did the best for me......
I'll edit this post with MANY examples of INSANE betterment for many other people when it comes down to replacements......you can decide what' fair or not....
I've just had a belly full of Dell and their crappy ways....
EDIT: Here are FIVE instances of amazing replacement machines - I take NOTHING away from the people below - they deserve it, but why do I not deserve the same treatment??
http://forum.notebookreview.com/alie...info-dell.html Result: Original machine M17x R2/620qm/4870 Crossfire/4gb ram/500gb HDD/BR Burner. Replacement machine M18x R2/3840qm/680m SLI/32gb ram/x2 512gb SSD's/BR Burner getting sent out for free as not included in replacement offer!!!!
http://forum.notebookreview.com/alie...periences.html Result: Original machine M18x R1/2760qm/580m SLI/4gb ram/750gb HDD/DVD Burner. Replacement machine M18x R2/3740qm/680m SLI/8gb ram/1.5tb HDD/BR Reader
http://forum.notebookreview.com/alie...ng-2820qm.html Result: Original machine M17x R3/2820qm/580m/750gb HDD. Replacement machine M18x R2/3840qm/680m SLI/512gb SSD/
http://forum.notebookreview.com/alie...air-depot.html Result: Original machine M17x R2/840qm/5870m Crossfire. Replacement machine Alienware 17/4900mq/780m/16gb ram/1.5tb HDD & 64gb mSata/BR Reader
http://forum.notebookreview.com/alie...post-28-a.html Result: Original machine M18x R1/2860qm/6990m Crossfire/320gb HDD. Replacement machine Alienware 18/4900mq/770m SLI (customer paid for upgrade to 780m SLI)/750gb HDD & 64gb mSata/16gb ram/BR Reader