Hello, my name is Marco Vega and my service tag is 12705XX, let me talk to you a little about myself.
I'm a physics and computers science student, also I'm a high active web designer, my website is at: XXX
Notice the count down, guess why it's there?, it's because my new laptop is DEAD, and I can't do anything about it. I'M LOSING CUSTOMERS.
I've been a high PC user since 2000, I spend more than 8 hours a day working on a PC, my last laptop was an XPS M1210, pretty good one, the LCD monitor just stopped working after three years and I decided to purchase an Alienware M15x expecting it to be better, the truth couldn't be WORSE.
M15x story:
4th January 2010
My order was submited with Order ID 36831XXX and a total value of COP $5.038.836,10.
25th January 2010
My order with ID 303537XXX was sent.
5th Febrary 2010
A WRONG package was delivered to my home, a Dell 1909Wf monitor was sent instead of my laptop, delivery company determined it was DELL error, not theirs.
(Days lost count 1).
8th Febrary 2010
The laptop Alienware M15x finally arrived but WITHOUT A/C ADAPTER. Called DELL and they gave me this case number: 650005XXX.
(Days lost count 4).
13th Febrary
Charger finally arrived. Noticing first laptop problems on first run. Read story below.
(Days lost count 9)
First look story:
Even with all the delivery problems, which lasted 9 days, I was happy with my new laptop, I fully charged it and turned it on, not much time elapsed when I get mad again, the computer has a name which was not DELL, either ALIENWARE, or Marco. It was named Vladimir, who the hell is Vladimir? In adition there was UNAPPROVED software installed on my machine, besides of a CD on the Disc Drive. Windows had problems, when I restored from hibernation the screen wont show anything, it would remain black, Alien Sense was configured to Vladimir profile so I couldn't make my face as default user. I ordered FailSafe but BIOS was not compatible with it.
Conclutions: They gave me an USED harddrive with Windows errors. Who knows what hardware was not new too, GPU? MOBO? CPU?
About 25th March
System blew up, I was unable to turn it on, so I called DELL to send a technician.
(Days lost count 10)
29th March
Parts were sent to technician, dispatch ID 125815XXX.
(Days lost count 14)
6th April
Technician arrived with parts and replaced them, the problem WAS NOT SOLVED, he requested new parts to be delivered. Dispatch ID 126075XXX.
(Days lost count 21)
10th April
The problem was solved by replacing the GPU. Just hardware problems were solved, no software.
(Days lost count 25)
24th April
Laptop blew up AGAIN. Same symphtoms. Case ID 651254XXX. New parts were sent, this time, GPU, CPU, MOBO and CHARGER, dispatch ID 127019XXX.
(Days lost count 26)
28th April
Parts were sent to technician.
(Days lost count 30)
About 4th May
Technicians arrived, the MOST unprofessional guys EVER, they scratched all the surface of my laptop with their tools, misplaced the parts, took 2 hours to complete, and at the end they didnt connect the CD/DVD Drive so it's not working. But problem was solved. BUT ALL MY LAPTOP IS SCRATCHED, THAT MAKES ME MAD.
(Days lost count 35)
19th May
Laptop blew up for third time. I spoke with George W (george_w@dell.com), told him to send him an e-mail, which he NEVER replied. He told me I would recive a call from a manager to review my case, told me to wait 7 days for that call. I decided to wait.
(Days lost count 36)
26th May
I got NEVER called, so I called Dell again. I told the guy the same I did to George, this time the guy was called David, I told him I wanted my laptop to be changed for an Aurora ALX, he spoke with a manager and told him that will NEVER happen, with that words, rude enough for me (words from manager, not David, David was gentile). David told me he had placed a replacement order, told me I would recive my new laptop in 45 days (I already lost 45).
(Days lost count 43)
8th June
I recived a mail of adress confirmation, with ID KMM111593213I57LXXX. So I sent a mail confirming my delivery adress, I thought they were going to send my laptop already.
(Days lost count 56)
9th June
I called Dell to confirm the delivery status, I gave my case ID: 651254XXX. The guy told me that was a quote, and the laptop was not assebled yet. WHAT???
So what the hell you did between May 19th and June 8th? NOTHING? C'mon.
Overall review:
Disappointed. How can this be possible? How do you feel when you read things like this? Do you cheer because a customer is having a bad experience with your services?
Do you think all of your customers use their computers to play games, waste time on Facebook or chat all the day? There are people like me that actually need a computer to make money. I've lost 56 days with you, and counting.
In any way, if I got my laptop replaced, who will restore those 56 days? Or even easier, would you backup my old hard drive data?
I just requested one thing, my Alienware m15x be replaced for an Aurora ALX which is slightly cheaper than m15x, and you told me it's impossible and that will NEVER happen. How it's impossible a customer desperate request, and possible have him waiting for two months?
I really want this e-mail to be forwarded to an executive, but if it's not possible, please reply to this e-mail telling me it's impossible, it would be funny.
I will never stop sending this until I recive a valuable answer from some executive, and please don't even bother sending me my laptop for now.
Sincerely,
Marco Vega Ramos
PROWeb C.E.O.
