Has anyone experience of returning Dell products?

shnaek

I ordered a laptop from Dell which was delivered last week sans graphics card. It was supposed to have an ATI graphics card and an Nvidia 7800 graphics card, but it arrived with only the ATI card. I have been ringing Dell about it but getting no satisfaction. I have mailed the sales person I was dealing with but I think she is probably out today. What is likely to happen with this? Will I have difficulty getting them to resolve this?

irlrobins

Shouldn't be an issue. If you have the original order documentation where it details of the specs you ordered and paid for, just check to make sure the missing card is listed. If it is, then contact them and let them know and explain the situation. If you're having problems, ask if you can speak to their supervisor. Just be polite! Rudeness gets u nowhere. They'll either send out card for you to fit yourself, or collect unit and return it with missing card.

But how did you manage to order a laptop with two different cards? Surely they only offer a choice of one on their website? Or was this a special phone order?

shnaek

Cheers for that. I assumed there wouldn't be a problem. I got the laptop from the factory outlet so the specs were all set. I was surprised they had 2 cards on it, and I checked it with them via email and they confirmed it. The nvidia card which is missing is the better card anyway, and is pricey enough to buy.

irlrobins

Well I don't think it's possible to get two cards in a laptop unless it's sli configuration, in which case both cards are the same type. Unless the Ati one is an onboard card which is disabled if a "proper" card is fitted . I think Dell made two booboo's. The first by stating the laptop had two graphics cards and the second by confirming the first booboo.

If you still have the emails get a contact address for the manager and forward them. They'll prob either then give you the Nvidia card or compensate you for misleading you. As long as you have evidence of the mistake being on their part you should have a strong case for resolution in your favour.

shnaek

I had presumed the ATI was an onboard card. I still have all the emails and the specs on paper. The nVidia card as an upgrade costs €617 according to the dell site, so it's a fairly serious omission on their part. Anyways - thanks for the help and I will post here when I hear from Dell.

Gurgle

shnaek wrote:

I have been ringing Dell about it but getting no satisfaction. I have mailed the sales person I was dealing with but I think she is probably out today. What is likely to happen with this? Will I have difficulty getting them to resolve this?

Difficulty?
probably not

Fast action?
hell no!

Your difficulty will be in getting to talk to a human being. Your e-mails will be ignored, your calls will all be ignored; you may get through to a receptionist who will put you on hold for days at a time or switch you through to a voice-message service which will also be ignored.

I expect when you finally get talking to the sales rep, or the guy who took over her work when she left on maternity/got married/went on holidays/moved department. When that happens you're home and dry, the issue will then be resolved within 6 weeks.

I don't like Dell's after-sales service

Ruu_Old

Just realise that they probably have a moutain of returns to deal with and it will take time to verify information and so on as annoying as it is. Perhaps you should get the name of the next representative you are calling and their extension number, so you can deal with that person only instead of having to explain to different people and them getting their wires crossed.

Gurgle

Ruu wrote:

Perhaps you should get the name of the next representative you are calling and their extension number.

And there you have the problem - getting to talk to a representative about an order thats already been paid for.

shnaek

Well, they have started responding to my mails so that's progress!

ajmull

I once had a problem with a memory card with Dell. Totally ignored until I went to the Small Claims Court. That got quick action without having a hearing. Very easy to do. Contact court, they send out form. You fill in form stating your complaint. They contact Dell. Dell reacts.

shnaek

Dell rang. Admitted their mistake. Offered 10% discount and upgrade to 3 year warantee.
The NVidia card is a class act though, and one of the reasons I got the thing. What do you guys think?

irlrobins

Well if the 10% discount allows you to buy the nvidia card then take it. If not then push for more.

shnaek

Not quite. The card upgrade costs around €600

irlrobins

well, up to you to decide I guess.

muppetkiller

Go and get the card off them...that's what you purchaced ...It's probably stated on your invoice so they have to honour it.

shnaek

Think you are right man. I bought the thing for multimedia after all. Funny how they can leave out some specs, apologise and try to convince you to take something else.

irlrobins

Well I don't know what you paid for it, but prehaps the price you paid was the correct price for the laptop with only an ati card. In which case Dell's mistake was saying that it came with something it didn't.

However if the price you paid was def the price for the laptop with nvidia card that's more serious.

Did the order pdf that they sent out specificially say there was an nvidia card?

TerrorFirmer

Its possible the laptop has an ati xpress 200 motherboard (which has onboard gfx) and a seperate nvidia pci-e card....

Although I don't think any of the DELLS would actually come with that motherboard...

Sounds like a simple mistake. Which one did you pay for though?