As you may know (or may not if you’re new here) i’ve had a lot of dramas with Dell regarding my XPS M1710 laptop. Last october (’07) saw the M1710 as the laptop flagship from Dell and the early reviews put it miles ahead of any other laptop in terms of performance – so i bought one.
It all started here when my laptop started to overheat – luckily my laptop was still covered by warranty so things “should” have been sorted out quickly enough and i was impressed with what I was told by Dell Technical Support.
Support actioned a technician for me, 3 days later – which suddenly meant 4 days as they had to reschedule. Left me hanging for the entire day with technical support insisting/promising that the technician would definitely be turning up, just wait for the phone call for a more specific time. Yeps, he never turned up and later in the afternoon i was told he wouldn’t be coming over at all. 3 calls to Dell on the same day to confirm he would definitely be there and was told that it was 100% certain he would be there. Those 100% collapsed fast into 0% after the last time i followed up on it.
Finally it was fixed – or was it? nopes, still had somewhat the same issues plus severe performance issues with the graphics card as well – so they dispatched another technician to my house to replace the graphics card (first time the motherboard, fans and heatsinks were replaced).
Fixed yet….nopes…massive problems again and i was getting tired of getting promises upon promises upon promises, till finally i had enough and called customer service instead to complain. This saw, after a very heated discussion with a technician on the line at the same time as the customer service representative was there. The technician insisted that the problems were my operating system and i said it wasn’t.
Long story short, the laptop had to go in for a 3-4 day workshop – that was last week btw. We’re now on day 8 after i was stood up yesterday, again after having been given 100% guarantees that it would be delivered – twice!!!
I had a call Tuesday, after i escalated the issue with the customer service representative that i’m now dealing with, to let me know that the laptop had been fixed (the motherboard had again been replaced) and that I would get it Wednesday (yesterday).
Yesterday morning (wednesday) i got a call around 9am or so to let me know they’d be dropping the laptop off between 12:30 and 14:30 – i told them it had to be delivered to our offices in perth because i simply couldn’t keep taking time off to cater for them as they kept breaking their promises. Not a problem, new address given and confirmed. 2 hrs later i get another call from the same person at Dell Technical Support, who advised me that they “had a few problems at the depot where my laptop was” and that the time had to be extended to be between 12:30 and 16:30. Again, confirm the address and time and again i get a 100% guarantee that it would be delivered.
So guess what? 16:45, still no laptop..16:50, still no laptop..I was fuming…absolutely rediculous that they can keep screwing things up (note for the reader, this is when the language [may] turn ugly). How many things can they fuck up? How much patience am I meant to have?
I also sent an email, straight after the second call, to the customer service representative to inform him of the development (i’d earlier sent him a massive email letting him know how dissapointed and dissatisfied i was with Dell at the moment) and asked him to look into the problem at the depot as i was getting nervous that they’d either 1) lost my laptop or 2) found out that it actually hadn’t been fixed yet.
I get in to work this morning at 6:10am and place a call straight to the customer service representative – get his voice message (naturally, it’s only 8:10am over east) and ask him to call me back..
Now all in all i’ve given Dell every damn opportunity to fix this and it’s turning into a circus – i’m livid and angry now. no, that’s not right..i’m absolutely fucking furious at the moment at these limp dicks fucking up again and again. How the hell do they manage to run an international corporation when they just keep fucking things up?
I wonder if i’m the only basket case that’s using Dell at the moment or if i’m the dumbest person in the world (aha, no reason to comment on that one – i AM) – how much more patience and leeway should i give them?
The answer is simple – if my laptop isn’t here by 10am today i’m going to go and take this to the ministry of fair trading – a resolution better bloody/fucking well be found!! Where…Is…My…Laptop???