I want to share my problem so everyone will have to hear how dell support are treating their clients. I am a resident in Saudi Arabia handling a position of engineering manager in a very well-known company, I had the eyes on the XPS 15 9530 on November 2014 and since it is not available in Saudi Market I requested someone to purchase it for me from the U.S. and that's what happened. I received my laptop on end of December and in mid of January I discovered that the HDMI port is not working. The Laptop is a brand new one and not refurbished, I have contacted Dell support in the Middle East and they said that the device has a next business day support, after 2 weeks of delay I have received a refurbished motherboard which has been replaced by Dell support team themselves. It was a shock for me to find out that the replaced board has a VGA problem, I have contacted back Dell again and waited for around a month to receive another motherboard which has a big label on it as " REFURBISHED" and this what made me lose my mind. I refused installing it and contacted Dell and complained about how they want to use refurbished part in with new Laptop especially when they have sent the previous one and been found defective. They said that this is the agreement with the Middle East and we cannot go beyond that. They tried convincing me about replacing the motherboard and I kept rejecting that especially for a brand new Laptop. And since it was not the first motherboard they bring I am not going to accept having my laptop as a test field for refurbished parts and waste my time on waiting and waiting. Middle East support asked me to contact the U.S. support and comment on the whole case status and this what happened without reaching to any positive help from them, they rejected to send a new motherboard but only refurbished since I am not a U.S resident otherwise I have to send back the laptop to the U.S. in order to get a brand new motherboard. What a discrimination!!!!!! I informed them that I prefer to put the laptop on the shelf and completely forget about it and never beg for such support. The support closed the chat window without even showing 1% concern towards the case. On the next day (5th of March 2015 at 11:31AM) I received a call from +33302108129810 and it was from Dell support again. We had a conversation that lasted 17 min 57 sec during which they couldn't convince me about accepting another refurbished motherboard again, and since it was the fault of Dell quality control why to back charge it on the client by offering him refurbished parts for a laptop which has not been used for more than few hours. Since they are not allowed to send new replacement parts for the Middle East the agent promised to send me a new laptop just to keep me satisfied but the only thing that he complained about is the delivery time which it was from 4 to 6 weeks. I have agreed with him on the delivery schedule in one condition that the laptop will be a brand new one and he confirmed. After 6 weeks no one contacted me so I called the Middle East support who said that they have no records about any commitment therefore I provided them with the phone number I received the call from with the date and time. They said they are going to investigate and contact me back. After 10 days I called them again, they informed me that they could reach to any result, I got forwarded to the supervisor who denied everything and told me that the agent who called me might be mistaken and we cannot do anything for you. For me I believe that there is a discrimination, neglection, non-trustable promises and bad support management that promises the client with no registered records on their system and denial for any commitment. It is a very bad experience with Dell which completely made me not to think about buying any Dell product anymore, it was really humiliating.
↧