Heres the complaint i have just sent them about my ongoing issue, I started a new thread as it quickly summarises a 5 page long thread:
Hello,
I developed a issue with my m18x around the 14th of november, in which i get persistent slowdowns,fps drops, and random system power offs.Before contacting dell i reinstalled windows several times,
updated all drivers, monitored gpu and cpu temps to check for possible problems, none were discovered.
At this point i contacted dell tech support for the first time. I spent well over an hour on the phone with a very helpfull rep who provided excellent service. During this period we performed multiple updates
and temperature checks, which i had already performed but thought prudent to run again so the rep could see the problem first hand, which he did as the system experienced a power-off during a 3dmark 11 test.
At this point the rep concured with me that it must be a hardware fault, so arranged for onsite engineer to replace my gpus and heatsinks on the 15th. The engineer arrived on the 15th and replaced the gpu and heatsinks he was also very polite and efficient. After he left i started the system to find the error still present, at which point i contacted dell for the second time, I informed the rep that the gpu replacement had not solved the problem at which point he arranged for a second engineer to visit on the 16th and replace the motherboard.
On the 16th i recieved a call from dell informing me that the engineer is sick and won't be able to replace the motherboard until monday, This was slightly annoying as this was 2nd day i had to take leave from work
to be in-home to recieve the engineer, I put this down to bad luck though and waited until monday. On monday i recieved a call from the engineer telling me he would be with me around mid-day, unfortunately this engineer
did not turn up until 7pm monday evening, this was the 3rd day i had taken off work that was uneeded. Despite the late hour the engineer was very polite and efficient despite having had a very long and hard day. After he had replace the motherboard and rebuilt the system the not only did the problem persist but also the touchpad was now non functional,
and their was slight damage to the plastic casing surround on the charger cable were he had manouvered it around in
the back of system while attempting to fix the touchpad fault(i did not notice this damage until after he had left).
After he left he told me he was going to arrange another motherboard to be fitted to fix the touchpad problems, although because of the late hour he could not do this until the following day, so i wouldn't recieve the new motherboard until wednesday 21st.
On tuesday 20th i contacted dell support again and informed them that the motherboard repair had not fixed the original issue so sending another one to fix a secondary problem was pointless. This dell rep also led me through an attempt to repair the touchpad which worked and restored funtionality. He also advised i reinstall windows(6th time) and update the
bios to attempt to fix the original problem. I did this on wednesday 21st and if anything it made the problem worse.
I called dell again on thursday 22nd to discuss other options as all fixes at this point had failed. I highlighted my reluctance to send the system to the dell diagnostics center for several reasons:
1) Very poor service in the past, several years ago they lost a laptop i had in for repair for 1month(returned after 2)
2) This is a system i use for work and cannot afford large periods of downtime
3) The diagnostics center have a habit of missing intermitent problems like this and returning it still non-functional
The dell rep informed me that the diagnostics center was the only course of action available to me, at which point i agreed but only with a time guarnatee, at which point the rep put me on hold while speaking to his manager and came back telling me that my system will be returned fully functional within 6-10 days. I do not have the rep or the managers names
but i believe you should have recorded call logs which you can confirm this conversation on.
Ups arrived on mid-day on friday and collected the system, i also recieved a call from a dell engineer telling me he arrive shortly to replace my motheroard depsite having cancelled this visit earlier in the week with a dell rep.
The system arrived at the diagnostics center on monday 26th and promptly went to the repair phase on the repair progress monitor on your website, this made me optimistic of a speedy return. On tuesday the 27th i recieved a phone call from the diagnostics center asking me to describe the problem as they can't locate one, this was incredibly annoying
as i must have told upwards of 8 dell reps, and 2 engineers what the problem was, yet this information wasn't passed on.
Wednesday 28th arrives and the system appear to back in the repair phase and all through thursday the 29th until the evening when the website updates with information informing me that the more information is required from me before repairs can proceed? What possible additional information could be required?
I contacted dell again today friday 30th and asked them to connect me to diagnostics center to give them the required information so the repairs could continue at which point i am informed the dell does not have a phone number for the diagnostics cente? So the rep i spoke to today told me that he would escalate the case and demand and update on situation.
Which brings me to this point, I will shorlty be approaching 1 month without a working system purchased on a business account with you. I understand that things break and that it cannot be helped, but this system cost me in the region of £4000 brand new from you a little over a year ago, The service i am recieving is not acceptable.
I understand that repairs take time and are complicated to fix in some cases but i highlighted from day 1 that i am under very tigt time contraints due to the nature of my work which this system is primarily used for. I have already had to take almost a week out of work at my expense, made 20+ phonecalls to your reps amounting to several hours at my expense, and
the process still remains in the problem identifcation phase after almost 1 month.
I understand a great quantity of time has not yet passed in your eyes but i have payed you for a service that you are failing to provide me, I have been an alienware customer for years and a dell customer for several years before that, i have spent many thousands of pounds with you aswell giving consitent praise and high reguard to any friends/collegues looking
to invest in high end laptop with you.
The only possible plus point i feel i can raise at this point is the excellent service your many reps and engineers have provided me, several years ago i could not have said that about dell, but i rate every single member of your staff that i have dealt with very highly.
I apologise for the length of this complaint, but my faith in dell has been worn away heavily by this latest ongoing incident.
I would also like to request information on wether a full refund is avaible on this system? i leave the country(uk)in the near future with work and need a fully funtional system dell or not.
Thankyou for your time
Does that in anyway seem unjustified given my current situation?
Hello,
I developed a issue with my m18x around the 14th of november, in which i get persistent slowdowns,fps drops, and random system power offs.Before contacting dell i reinstalled windows several times,
updated all drivers, monitored gpu and cpu temps to check for possible problems, none were discovered.
At this point i contacted dell tech support for the first time. I spent well over an hour on the phone with a very helpfull rep who provided excellent service. During this period we performed multiple updates
and temperature checks, which i had already performed but thought prudent to run again so the rep could see the problem first hand, which he did as the system experienced a power-off during a 3dmark 11 test.
At this point the rep concured with me that it must be a hardware fault, so arranged for onsite engineer to replace my gpus and heatsinks on the 15th. The engineer arrived on the 15th and replaced the gpu and heatsinks he was also very polite and efficient. After he left i started the system to find the error still present, at which point i contacted dell for the second time, I informed the rep that the gpu replacement had not solved the problem at which point he arranged for a second engineer to visit on the 16th and replace the motherboard.
On the 16th i recieved a call from dell informing me that the engineer is sick and won't be able to replace the motherboard until monday, This was slightly annoying as this was 2nd day i had to take leave from work
to be in-home to recieve the engineer, I put this down to bad luck though and waited until monday. On monday i recieved a call from the engineer telling me he would be with me around mid-day, unfortunately this engineer
did not turn up until 7pm monday evening, this was the 3rd day i had taken off work that was uneeded. Despite the late hour the engineer was very polite and efficient despite having had a very long and hard day. After he had replace the motherboard and rebuilt the system the not only did the problem persist but also the touchpad was now non functional,
and their was slight damage to the plastic casing surround on the charger cable were he had manouvered it around in
the back of system while attempting to fix the touchpad fault(i did not notice this damage until after he had left).
After he left he told me he was going to arrange another motherboard to be fitted to fix the touchpad problems, although because of the late hour he could not do this until the following day, so i wouldn't recieve the new motherboard until wednesday 21st.
On tuesday 20th i contacted dell support again and informed them that the motherboard repair had not fixed the original issue so sending another one to fix a secondary problem was pointless. This dell rep also led me through an attempt to repair the touchpad which worked and restored funtionality. He also advised i reinstall windows(6th time) and update the
bios to attempt to fix the original problem. I did this on wednesday 21st and if anything it made the problem worse.
I called dell again on thursday 22nd to discuss other options as all fixes at this point had failed. I highlighted my reluctance to send the system to the dell diagnostics center for several reasons:
1) Very poor service in the past, several years ago they lost a laptop i had in for repair for 1month(returned after 2)
2) This is a system i use for work and cannot afford large periods of downtime
3) The diagnostics center have a habit of missing intermitent problems like this and returning it still non-functional
The dell rep informed me that the diagnostics center was the only course of action available to me, at which point i agreed but only with a time guarnatee, at which point the rep put me on hold while speaking to his manager and came back telling me that my system will be returned fully functional within 6-10 days. I do not have the rep or the managers names
but i believe you should have recorded call logs which you can confirm this conversation on.
Ups arrived on mid-day on friday and collected the system, i also recieved a call from a dell engineer telling me he arrive shortly to replace my motheroard depsite having cancelled this visit earlier in the week with a dell rep.
The system arrived at the diagnostics center on monday 26th and promptly went to the repair phase on the repair progress monitor on your website, this made me optimistic of a speedy return. On tuesday the 27th i recieved a phone call from the diagnostics center asking me to describe the problem as they can't locate one, this was incredibly annoying
as i must have told upwards of 8 dell reps, and 2 engineers what the problem was, yet this information wasn't passed on.
Wednesday 28th arrives and the system appear to back in the repair phase and all through thursday the 29th until the evening when the website updates with information informing me that the more information is required from me before repairs can proceed? What possible additional information could be required?
I contacted dell again today friday 30th and asked them to connect me to diagnostics center to give them the required information so the repairs could continue at which point i am informed the dell does not have a phone number for the diagnostics cente? So the rep i spoke to today told me that he would escalate the case and demand and update on situation.
Which brings me to this point, I will shorlty be approaching 1 month without a working system purchased on a business account with you. I understand that things break and that it cannot be helped, but this system cost me in the region of £4000 brand new from you a little over a year ago, The service i am recieving is not acceptable.
I understand that repairs take time and are complicated to fix in some cases but i highlighted from day 1 that i am under very tigt time contraints due to the nature of my work which this system is primarily used for. I have already had to take almost a week out of work at my expense, made 20+ phonecalls to your reps amounting to several hours at my expense, and
the process still remains in the problem identifcation phase after almost 1 month.
I understand a great quantity of time has not yet passed in your eyes but i have payed you for a service that you are failing to provide me, I have been an alienware customer for years and a dell customer for several years before that, i have spent many thousands of pounds with you aswell giving consitent praise and high reguard to any friends/collegues looking
to invest in high end laptop with you.
The only possible plus point i feel i can raise at this point is the excellent service your many reps and engineers have provided me, several years ago i could not have said that about dell, but i rate every single member of your staff that i have dealt with very highly.
I apologise for the length of this complaint, but my faith in dell has been worn away heavily by this latest ongoing incident.
I would also like to request information on wether a full refund is avaible on this system? i leave the country(uk)in the near future with work and need a fully funtional system dell or not.
Thankyou for your time
Does that in anyway seem unjustified given my current situation?