Hello Dell Community. I bought a shiny new m17x a few weeks ago and it has been nothing but trouble! I was hoping the community could help me out before I give up and have it returned because the support has been no help at all!
- Within 24 hours the computer had broken, randomly shut itself down and upon turning it back on the discrete graphics card had disappeared off the face of the earth (inc BIOS), battery not charging, even when the computer is shut off and an AC adapter warning message on startup (that a 180W was attached.. which Dell was thought would be good enough). I tried a few tips on the net such as unplugging the AC and taking out the battery and holding the power button to no avail.. Could it just be a dud motherboard or could the computer have realised an insufficient power adapter was attached and gone into ultimate power saving mode? It wasn't spitting out the warning in the first day of its life..
And now to my horror story with support:
- It was at this point I lodged my service request (on the 5th of August). I was told they'd send a technician out in a day or two. The next day they called to say they don't have "the parts" available and that they'd be in contact. (Even though this is just based off what I told them happened)
- Two weeks later, all I had received was a few automated text messages. I checked my repair status and apparently I had called up on Wednesday the 15th of August, but I hadn't! I had received a random 4 second call from a Dell like number on my mobile that didn't even give me a chance to answer.. Bizarre..
- My repair status also had 3 entries for "A parts and/or labor dispatch has been initiated for this support request." with a service call request. Upon trying to track these numbers ALL of them threw up an error message..
- I decided to do an online chat and the agent was polite but could not tell me what "parts" were still awaiting arrival, let alone an estimated time. He told me he had requested the person in charge of my case to call me sometime later in the day and to expedite my parts
- I was called a few hours later, from whom I believe was Dell (and if it wasn't, then they didn't call me as promised!). There was an error in communication when the lady was asking for Mr X and I asked whether they'd like myself or my father. They then hung up on me as I was saying they were talking to Mr X, thinking they had the wrong number. Very frustrating and very unprofessional.
- I haven't heard from them since (4 days ago) and can't waste my time at work to call only to be put on hold for hours and bounced around.
I paid a lot of money for this laptop and I feel incredibly undervalued and frustrated as a customer. I should just cut my losses and return it unless any one has some ideas