1st time my Son broke his mouse button on his 1501
Called Dell, within 40 minutes he had a RMA box being sent out, he got the Day after and sent his computer in within 10 days it was back in his hands fixed 0 money out of his pocket.
2nd and 3rd I had onsite warranty service the person was prompt nice and did a great job. I was satisfied, 3 day turn around on that.
4th time I have this 1555, I used the chat yesterday morning, it was faster then calling, within 40 Minutes it was agreed the laptop needed to be fixed, my space bar had popped off twice and I noticed it looked warped, I need this laptop so I agreed to the extra cost of onsite this time, no only was it promised this week but they came today, next day and replaced the keyboard within 40 minutes this am. I thought it was worth the extra.
now fixed and totally satisfied.
Of course I know Dell can screw up but lets be honest there are times they do not and we need balance at times.
Well, I think it's more usual for people to leave comments over bad experiences than good experiences, so I think it would be good to do it.
Few days ago I had a problem with a XPS 1330 which suddenly stopped working. Something related with a shortcircuit with the power supply.
I checked guarantee and happily found that I bought the 3 year extended guarantee with the laptop and it was on the third year so i called customer support and after some small checks they decided it had to do with the motherboard so they ordered a replacement for me for the next day.
I even messed with the asking to come later as I wanted to backup data (just for security). Did the backup and called them again few days later. Again I had no problem, next day a technician came to my home and changed the motherboard. In matter of minutes i had the laptop working again.
I wanted to share my recent experience with HP and to serve as a warning for anyone else planning on checking out the hp envy 15. I was one of the first to buy the envy from the day it was launched back in fall of last year, but had to return it due to a bad gpu. That was fine and the return went alright, and I ordered the 2nd gen one the day it was announced as well and I got it with the new core i5 processor and matte screen. The laptop was delayed in its delivery like many of the other members here and I got it around the beginning of February (so about a 1 month delay). Of course HP had no problem in charging me within hours of me placing the order and 1 month out from when I would actually receive it due to their own delays.
Since then it had been running just fine for the most part, with just a lot of heat build-up when playing any sort of game. Eventually however there seems to have been some longer-term repercussions due to the heat, namely that the edges started to expand out and peel away from the case. This led to the edges starting to chip off (I'm talking about the bright silver plastic edge that outlines the laptop). I published an early review for the envy 15 for the first gen model in case you wanted pictures of the palmrest edges. I could clearly see in at least one corner that due to heat build-up it seemed as though the adhesive that was holding the plastic edge to the main case was getting loose and as a result of the plastic was bulging out........
I'm in the process of ordering a Dell Studio 17 with:
CA Sales Dinker 1307
I've customized my order, and then gave it to him, which was a grand total of 1313.50$.
This conversation has been going on for 30 minutes because he keeps adding items I told him I do not want, and now he refuses to remove them.
He's been adding Office and Anti Virus software and now he refuses to remove it. He keeps trying to upsell me 6GB of Ram and I told him I only want 4GB of ram.
I keep hearing horror stories about consumer customer support and higher praise of business support.
My question is where does the support for a system such as the Studio XPS 16 fall in. I here that the XPS line has better support, but does that make a difference if I order it from the consumer (Home) section?
Without boring you with all the details I wanted to inform this community of the wonderfully painful experience I had with Customer Support when I ordered my studio 17.
First it was a month lead time on a custom build. This I can understand since I did order it at the beginning of the school year.
So on the day it was supposed to ship they called me and told me it wasn't shipping because the screen was back-ordered and they had no idea when I would get it .....
I called HP to try and get a quote on the envy 15, unsurprisingly I get a foreign sales rep. I tell them I'm trying to get a quote to compare prices between this and the m15x which is almost the same price. Dell customer support had no trouble understanding this and talked with me. The HP rep was literally just telling me things I could find on the website I've called HP 3 times and I get a bad rep each one.
I bought this Incase Slider case for my iphone last August directly from Apple. The case has cracked. Incase wants a copy of my receipt, which I don't have. Any way to contact Apple to get a copy?
So I got my DV5t in January. I sent it in to Zagg immediately after receipt to have an InvisibleShield put on it. As soon as I started using the notebook I was having trouble with the integrated TV tuner I/O port not making a proper connection (I would have to prop the cable up with something.) After about a week and a half the port completely failed.
So, I call tech support and spend 2 hours on the phone with some person in India while they try to understand what I'm trying to tell them. They took control of my computer a couple of times to remove/reinstall the drivers. After which she opened up WMC and went to "Internet TV" and tried to tell me that the tuner was working properly. So after we got that SNAFU worked out and the problem clearly explained (1.5 hours into the call) she tried to get me to approve the sending of a replacement antenna saying that it was the problem. I explained to her that I had tested both the antenna and the CATV connector and they were both doing exactly the same thing. Eventually I get a repair ticket and send the notebook in to get repaired. Well they replaced my wireless card instead of my TV tuner and sent it back to me. The repair note said that the wireless card had been flagged on a diagnostic. I don't know if the person at the TN repair center couldn't read or what because my customer repair request form (the one I fill out) stated that my problem was with the TV tuner. So I call tech support again and after an hour I get another repair ticket and send it in. Now they are trying to charge me $296 to repair the TV tuner claiming it was "customer induced damage." That's more than a third of the price of what I paid for the computer.
The reason I say don't get the integrated TV tuner is because if HP is going to view any problems with the the tuner port as "customer induced damage" then they are going to try to get you to foot the bill. In my opinion if you want a tuner just get an aftermarket (HP or other).
I wanted to know if Dell would supply MS Office restore disks for XPS laptops, what with W7 coming up. Took a look on these forums - and initial signs looked good, with people saying that you can just order these from dell.
I thought I'd check with Dell though and phoned. Finally got through to someone on my third attempt, who immediately launched into the hard sell. I said I wasn't interested, just wanted to know: do XPS laptops come with recovery disks for Office, if not could I order them later?
Her response - I would get the disks ONLY if I placed my order through her, it was not possible to get them later. I thanked her and ended the call. 2 secs later my phone rings, and it's the woman from Dell giving me the hard sell again. I say "look, I ended this call" to which she says "In that case I recommend you do not call Dell again"(the cheek!)
Do the Studio XPS machines get the customer support that the standard XPS machines do? That is, the American customer/tech support rather than the outsourced one?
I have had my M1330 (yes the one with the NVIDIA 8400M chip) have had no major problems to date. However, two days ago I had some touchpad issues i.e. a sluggish, unresponsive touchpad so I decided to contact Dell. The experience was really good I go an agent by the name of Mr. Abdul Aleem who was really friendly and provided me with a form to transfer my ownership and then he fixed the issue.
Now earlier this year I contacted Dell about another machine and this wacko was telling me that since I bought the laptop at Best Buy I should go to Best Buy to deal with warranty issues despite the laptop having 1 year basic warranty from Dell.
So I was very pleased with the interaction with Mr. Aleem.
So this a thread to share your experiences with Dell's Customer Care.
It's not just the typical "oooh they're all indian" thing. I'm very tolerable of their accents and they've done well emulating english as best they can.
But sometimes they can't understand me and I have to repeat myself a lot.
But the more important issue is that sometimes they're just plain stupid. I'm not saying they're actually unintelligent I just mean they're programmed to go by scripts and pass the buck CONSTANTLY. They never know what I'm talking about even though it's their own company. They always transfer me to someone new who knows nothing .....
DELL customer care in India SUCKS BIG TIME...!! i never got through Dell customer care officer on phone.. its always busy and says 'we will b with u shortly' bull !!
So I decided I would stick with Dell for my next purchase since my family and I have owned a couple of their models in the past. Our old inspiron and latitudes have held up for at least 4-5 years each so this a fairly easy choice for me to make.
10/28/09 - Ordering a new Studio XPS 1340 I was on the phone with Dell EPP and configured my setup for a fully loaded SXPS 1340 after about 2 hours of back and forth with the representative and manager (I am a bargain hunter). Blah blah blah the manager finally agrees on $1350 shipped (roughly a $200 discount after EPP)......................
To date, I have had X4 Motherboard replacements, X2 Screen replacements and X2 batteries, and I'm fed up with Dell. My computer is running all latest drivers and software etc, but is running really hot. The palmrest gets really hot, even if the CPU is idle. I have to retract my hand from the computer base after a few seconds because it is so **** warm. I'm not sure what is causing the heat - it was never this warm before the latest motherboard replacement, which was due to a fried GPU.
Is it really worth getting a new motherboard and going through all that hassle, if it will just happen again? My graphics in Flight Simulator and all games have become terrible (i mean, terrible) - with few other processes running, since I bought it a year ago. This is a concern that I can no longer play games on this Nvidia Chip.
Do you guys think I am right in thinking that my GPU is just messed up and chucking out crazy amounts of heat? (It is 65 degrees celcius idle)
just got windows 7 BETA 32x today and i have to say:
IT IS SIMPLY AWSOME!!!!
the new looks, the really snappy and smooth interface, the new features, and the fast as hell startup time... WOW!
i was going to add some pictures but my connection is acting up again and i cant seem to upload anything so il just write some outstanding features:
1- the speed, its just so much faster than vista.... as simple as that, and it uses 630 megs of ram when i actually have 4gigs on this comp, while vista used 1.2 gigs, and as i said, the startup time is amazing .....
With my 1730 I can get a 5.1 score. The 5.1 is because of my ram which gets a 5.1, I am upgrading and adding another 2gb so this will not be a bottleneck anymore. My next highest score is a 5.2 for my hd. Is there anyway to get a higher score for my hd? I have a 7200rpm, would adding another hd, and putting them in raid somehow make a difference? I would at least like to figure out how i could make the hd faster, after that my next lowest score is not until 5.4, and if i had a score of 5.4
Just wondering if any of you had any previous experiences with Dell Escalation Officers? One of them is supposed to call me about whether I would be able to exchange my E6400 for a different model.
How many of you have ordered the laptop from India? What is your experience?
I ordered on 13th November and got an EDD of 26th November. Called them up on 26th November and they said it will definitely come on 1st December and offered me a free blutooth headphones.
I called yesterday and today and the dell representative is not picking up her phone. Called the direct number and they said it hasn't come cause of a change in shipping address. I never once changed my shipping address.
Ordered an Inspiron 15z from Dell EPP for $678 on 12/10. Initial estimated delivery date: 12/28.
Yesterday, I noticed a small price drop ($16, lol) with the use of a coupon code, so I called up EPP customer service about the 30 day price guarantee. The rep, a nice guy from India, informed me that technically, the price guarantee was not valid with coupon codes, but he gave it to me anyway.
Today, I received a call from the same rep saying that the system was shipping out today, with an estimated delivery of 12/18...10 days earlier than originally estimated, and that I should see the price credit on my CC statement within 48 hours.
I have 8gb RAM on my laptop and so far no problems installing all the programs and drivers. Win7 did detect the drivers needed and accurately targeted Dell's website for the appropriate drivers... card reader and such. Programs loaded so far:
Office 2007, Acrobat Reader 8, Adobe CS4 (both 32/64), Panorama Factory, Roxio Creator 2010 Pro, Slingbox, Quicktime. Will load more but it took me almost all day to do these ones. Future programs includes Canon's Zoom Browser and other web browsers
This is a long story of various experiences ive had with dell tech support and dell technicians.
It all started when i was 3 years old, my mommy was out for dinner and i.... oh wait... wrong story lol.
okay so when i bought this xps m1530 i knew about all the GPU issues and i was OK with that,
becasue the m1530 is an amazing machine, but some months ago it started giving me green screens and high temperatures, so i figured i should talk to dell about it, and this is what happened .....
I’ve had my Dell studio 1555 for about 3 days now and I thought I might tell my experience I’ve had with the laptop and Dell as a company.
I was in the market for a new laptop for about 2 weeks nothing suitable had come up, looked at a few Sony’s and HP’s and nothing was in my price range, the ones I wanted were £1000+.
I never considered dell after hearing all the horror stories that people have had, however I decided to look at them with an open mind, you know the phrase never judge a book by its cover. Anyway I was considering getting a relatively small laptop that I could carry around university, but at the same time I needed something with a little power to handle all those graphic intensive applications and decided to go for the Studio 1555 (price at £800 was great value) , I chose the high end model and because it had a built in blu-ray drive I thought I might as well upgrade the screen to 1080p, I ordered and that was that.
Being the impatient person I am, after the 3rd or 4th business day it was shipped I was wondering why no one had called to arrange a delivery, so I called them and they said “we can deliver it tomorrow morning.” Was really happy, and felt like an excited kid again.
Next day delivery man came and I signed for it with a big smile on my face. I opened up the box to find a shiny laptop inside, anyway I power it on to find some bloat ware that I didn’t want or need, so I thought I would start uninstalling the programs, MacAfee trial uninstalled no problem, same goes for the office trial, however when I tried to uninstall the Data online backup software it kept on giving errors, so I said full install of vista it is then… After the vista reinstall I loaded up all the correct drivers and everything was good to go.
Playing with for a first few hours I thought it’s a fast and snappy laptop and was really happy with the product. One thing I did notice every time I powered on the laptop on the vista welcome screen had horizontal lines running through it; I thought ill address that problem a bit later.
I put a Blu-ray disc of Spiderman 3 to test out the gorgeous screen and that it where all the problems began, first of all it didn’t recognize the disc, I thought it might be a faulty disc so I pressed eject and low and behold nothing came out, I tried pressing eject on my computer and trying it from the bios all to no avail, I know there some people out there that are going to say it’s a easy fix, but I am not going to take apart the laptop after a few hours of use.
That was the final straw basically have just got off the phone with them after being passed around their telephone lines like a piece of meat and being put on hold for the best part of half an hour, lol they first said they will call me back for a cancellation , i was having none of that and i said i needed sorting out today, to give dell credit they put me straight through. The delivery man will pick up the laptop on Monday and I am going to get a full refund within the next week or so….. Sorry I know this is a bit long but I had to get this of my chest, it’s such a shame because I really did like the laptop. It’s just a case of starting the whole process of buying a new laptop. Im thinking the studio xps but dell has really put me off...
it came without OS as I have Vista business SP1. Second, the mics dont work at all when I first installed windows and the drivers. There was a cacle sound too each time I played audio... but all that I fixed.
It came with a 5400 rpm WD 250 GB that I took out and replaced with my Seagate 7200 200 GB.
The first time I installed the OS, all the devices in the system were okay with the drivers. With the new drive installed, I reinstalled the Os and now I have a whole bunch of Bluetooh devices without drivers and an UNKNOWN device.
What the hell could they be? System: Intel Core 2 Duo 2.4 GHz. 3 GB RAM. Seagate 7200.2 200 GB. ATI 3450. Windows Vista Business SP1. ViewSonic 26" V2640W.
I have NO input from the two mics that are digital near the cam. Tried everything in the audio panel. I do not want to give the thing in service for a month for a mic fault.
The thing with the drivers missing is bothering me.
My Winidows rating thing was at 4.0 when I first installed the OS on the 5400 drive.
When I redid the thing, I came down to 3.8 lowest on the video
