I am writing this to share my experience with Dell Post-Sale Support so that potential buyers of Dell products can have a balanced view and know what they are getting into when buying Dell products and also to rant and make my displeasure public.
I have been a Dell supporter since 2012 and I have bought around 7 systems, 10 monitors and 1 laptop (including corporate purchases) from Dell over the years. The general consensus among my friends was that Dell support is awesome and I have always agreed along that line. My monitors have never been faulty and required support and the systems have either been phased out or are still in great working condition at my company, having no need for support over the years. Why then, would I start this thread to complain about dell? I have only one faulty product from Dell, my laptop, and it has led to over 2 years of inept support and service. It has left a bad taste in my mouth that the only time I needed support from Dell, they have failed, badly.
Sorry for not being able to post image links due to my post count [can remove the spaces if you want to review]:-
http:// imgur.com/ aWeASix
http:// imgur.com/ qnIFNt3
Those are my support appointments with Dell, and my warranty details with Dell from 2012. My service tag id is 2KDBSS1, Alienware mx17r3. Since 2013 till date, there has been approximately 25 service and appointments with Dell to fix problems with my laptop and my warranty will be ending in May this year. I am worried because even after multiple servicing my laptop still breaks down routinely every few months.
Here is a list of items that I have changed over the years due to part fault. Hard Drive, LCD Monitor Panel, Motherboard, Ram, Graphics Card, Power Switch, Keyboard, Palm rest, Touch pad, fan, heat sink etc. Basically everything in the laptop has broken down at least once with the exception of the cd-rom drive. Some more than once, ie. Hard drive, motherboard, ram, graphics card, processor. All these servicing has eroded my confidence in Dell.
My most recent experience has completely destroyed whatever hopes I had that my laptop will be functional eventually.It started off with a routine overheating issue. First servicing, The engineer came down to change the fan and also the motherboard. I was left with a laptop with a faulty USB port. I called Dell and they promptly send down another engineer days later to replace the motherboard. After the second servicing, they left me with a laptop with a non-functional touchpad. They also discovered that my WIFI antenna has broken off. Third servicing, they sent down an engineer with the palm rest replacement (for touchpad) and they discovered the issue is with the motherboard again, WIFI not addressed. Forth servicing, changed motherboard again, resulted in a short circuited processor and laptop cannot start. Fifth servicing, changed motherboard and processor, computer cannot start with 4 beeps. Call support was informed it was a ram issue. So 2 weeks and 5 servicings later, Dell managed to make my laptop even worst than before, when before my computer will throttle after 30-40mins of usage, now I can't even power it.
I called the support line and spoke to the service technician that too the phone call. I asked him matter-of-factly, put yourself in my shoes, 2 years, 25 servicings, can you accept?. He gave a short and curt reply, "yes". At that point, I realise that maybe I was speaking to the wrong personnel and requested to speak with a higher support. Till date, I am still waiting for higher support to call me.
To fellow forum members, what do you think I should do? Should i just eat up the 4k I have invested and chuck it down to bad luck? I have run out of options, and have to post this publicly in hopes that someone from Dell can perhaps explain to me, what is the problem with my laptop? I have laptops from ASUS, Sony and they did not breakdown at the frequency of my Alienware. This is not normal. I have refrained from complaining publicly since the start, I have sent the laptop for the collect and repair service from Dell etc. I have taken every step to ensure that I have give enough leeway but this is beyond what I can bear as a customer.
To Dell, I cannot fault you for your prompt service and the service attitude of your staff, both tech support and the several engineers that I have encountered. They have been excellent and understanding. However, good support is not just being courteous and understanding, at the denomination, the faulty product must be addressed which has not been the case. Every single replacement part from year 2013 in my laptop has been a refurbished unit. The same refurbished unit spoils every few months after. I meet your engineers every few months due to the same few issues.
I have been a Dell supporter since 2012 and I have bought around 7 systems, 10 monitors and 1 laptop (including corporate purchases) from Dell over the years. The general consensus among my friends was that Dell support is awesome and I have always agreed along that line. My monitors have never been faulty and required support and the systems have either been phased out or are still in great working condition at my company, having no need for support over the years. Why then, would I start this thread to complain about dell? I have only one faulty product from Dell, my laptop, and it has led to over 2 years of inept support and service. It has left a bad taste in my mouth that the only time I needed support from Dell, they have failed, badly.
Sorry for not being able to post image links due to my post count [can remove the spaces if you want to review]:-
http:// imgur.com/ aWeASix
http:// imgur.com/ qnIFNt3
Those are my support appointments with Dell, and my warranty details with Dell from 2012. My service tag id is 2KDBSS1, Alienware mx17r3. Since 2013 till date, there has been approximately 25 service and appointments with Dell to fix problems with my laptop and my warranty will be ending in May this year. I am worried because even after multiple servicing my laptop still breaks down routinely every few months.
Here is a list of items that I have changed over the years due to part fault. Hard Drive, LCD Monitor Panel, Motherboard, Ram, Graphics Card, Power Switch, Keyboard, Palm rest, Touch pad, fan, heat sink etc. Basically everything in the laptop has broken down at least once with the exception of the cd-rom drive. Some more than once, ie. Hard drive, motherboard, ram, graphics card, processor. All these servicing has eroded my confidence in Dell.
My most recent experience has completely destroyed whatever hopes I had that my laptop will be functional eventually.It started off with a routine overheating issue. First servicing, The engineer came down to change the fan and also the motherboard. I was left with a laptop with a faulty USB port. I called Dell and they promptly send down another engineer days later to replace the motherboard. After the second servicing, they left me with a laptop with a non-functional touchpad. They also discovered that my WIFI antenna has broken off. Third servicing, they sent down an engineer with the palm rest replacement (for touchpad) and they discovered the issue is with the motherboard again, WIFI not addressed. Forth servicing, changed motherboard again, resulted in a short circuited processor and laptop cannot start. Fifth servicing, changed motherboard and processor, computer cannot start with 4 beeps. Call support was informed it was a ram issue. So 2 weeks and 5 servicings later, Dell managed to make my laptop even worst than before, when before my computer will throttle after 30-40mins of usage, now I can't even power it.
I called the support line and spoke to the service technician that too the phone call. I asked him matter-of-factly, put yourself in my shoes, 2 years, 25 servicings, can you accept?. He gave a short and curt reply, "yes". At that point, I realise that maybe I was speaking to the wrong personnel and requested to speak with a higher support. Till date, I am still waiting for higher support to call me.
To fellow forum members, what do you think I should do? Should i just eat up the 4k I have invested and chuck it down to bad luck? I have run out of options, and have to post this publicly in hopes that someone from Dell can perhaps explain to me, what is the problem with my laptop? I have laptops from ASUS, Sony and they did not breakdown at the frequency of my Alienware. This is not normal. I have refrained from complaining publicly since the start, I have sent the laptop for the collect and repair service from Dell etc. I have taken every step to ensure that I have give enough leeway but this is beyond what I can bear as a customer.
To Dell, I cannot fault you for your prompt service and the service attitude of your staff, both tech support and the several engineers that I have encountered. They have been excellent and understanding. However, good support is not just being courteous and understanding, at the denomination, the faulty product must be addressed which has not been the case. Every single replacement part from year 2013 in my laptop has been a refurbished unit. The same refurbished unit spoils every few months after. I meet your engineers every few months due to the same few issues.
