Dell puts customer through "bizarre" experience ATI's X1400 is a card equal to the Go 7800GTXBy Theo Valich: Tuesday 28 March 2006, 10:05THIS WHOLE DELLIENWARE takeover deal could take a turn for worse, when Alienware customers are concerned. We got an e-mail from a reader in outrage over his Dell experience, and we can't imagine what was going on in the firm's mind when it processed this order. Dell representatives are free to contact us for further details, since there is obviously no connection between sales reps and customer representatives. We wonder how Nvidia sales people will react given to the fact that Go 7800GTX board was quoted as "unavailable", and replaced with "equally powerfull X1400". ATI's got to love it. µ I would like to share my bizarre and disappointing experience of buying a DELL notebook with you and your readers to see whether I am only the one getting the DELL (HELL) on-line shopping experience. As a first time customer of DELL Computers, I must admit it has been the most unpleasant and disappointing on-line shopping I have ever made. My disastrous on-line shopping experience with DELL began on the 4th of March 2006. 4th March 2006 - made an on-line purchase for a notebook DELL Inspiron 9400 with a NVIDIA GeForce Go 7800 GTX graphic card configured at a cost of 2228.00 SWISS Francs. 6th March 2006 - Received a confirmation from DELL Switzerland that of the order and a delivery date of March 14th 2006 was given. 12th March 2006 - Two days before the expected delivery date of the notebook, I checked the order status on the DELL website and found that the delivery date was delayed to 26th of April 2006 - more than a month from the original and I was not notified about it. 13th March 2006 - I wrote an e-mail to DELL's Customer Care (ch_customercare_geneva@dell.com) enquiring why this delay was happening. I received an answer on the same day that the delay is due to a shortage of the NVIDIA GeForce GO 7800 graphic card and as a compensation for this delay, I can choose between either a Notebook case or a Backpack. I accepted this delay *(DELL decision)* gracefully. 21st March 2006 - my credit card was charged by DELL for the ordered Inspiron notebook. I was a bit annoyed since the Notebook has not even gone into production and the delivery date was still more than a month away. 22nd March 2006 - I wrote to DELL's Customer Care ch_customercare_geneva@dell.com about my dissatisfaction of being charged more than a month in advance from the delivery date of my notebook. I also pointed out that on the DELL website the Inspiron 9400 was now only offered with the ATI Mobility X1400 graphics card. This graphics card as you well know is an entry level graphic card that is totally in a different league compared with the beastial NVIDIA GeForce Go 7800GTX (only 128-bit memory controller, 4 pixel and 2 vertex pipelines - compared to Go 7800GTX 256-bit memory controller, 24 Pixel and 6 Vertex pipelines etc.). I also expressed my concerns as to how my ordered notebook with the NVIDIA graphic card would be guaranteed if this card is no longer available for the Inspiron 9400. Finally I also wrote that I would like a Backpack as a compensation for the delayed delivery of my notebook as offered by DELL on the 13 March 2006. 23rd March 2006 - I received an e-mail from DELL that I would only receive a Nylon carrying case instead of a Backpack contrary to what was originally offered by DELL and that I may receive my Inspiron Notebook with the NVIDIA graphic card on the March 31st 2006. I replied that the Nylon case was not what I wanted and not according to DELL's e-mail offer. I received an apology from DELL but the Nylon Case was all I will get as compensation. I accepted this *(DELL decision)* gracefully a SECOND time. 23rd March 2006 - I wrote to inform DELL I will accept the Nylon case and asked for the third time regarding material guarantee of the NVIDIA graphic card. 24th March 2006, Morning - I received a reply from CER_Case_Manager2@dell.com that in case of material damage to the graphic card I will receive adequate compensation. Whatever that means. I was also informed that I will receive the Nylon carrying case after the delivery of my notebook and not together with it. This seems strange as it will cost DELL more to send two shipments. I accepted this *(DELL decision)* gracefully for a THIRD time. 24th March 2006, Afternoon - I received an e-mail from a DELL Sales executive with an offer for an Inspiron 9400 notebook but with an ATI Mobility X1400 graphic card. I also received a telephone call from this sales executive that the NVIDIA graphic card is no longer offered and was offered after some discussion a refund of 180 SWISS Francs for the graphic card. The delivery date would be April 12th 2006 again another delay. How can such a dramatic change in situation happen in a matter of hours? DELL was supposed to have the best Inventory control in the PC business. As I just return from an operation on my back, I was in no mood to argue even though I knew I was given a bad deal. 26th March 2006 - I wrote again to CER_Case_Manager2@dell.com regarding this situation and to my BIG surprise, I was told that my original order with the NVIDIA graphic card will be delivered to me on the 31st of March 2006.I was very happy indeed. At least I am getting what I have already paid for. 27th March 2006 - I am again totally disappointed by DELL. First I received an e-mail that my original order has been cancelled and my new order will come with an ATI Mobility X1400 graphic card. After many hectic e-mails and phone calls with the DELL sales executive I accepted this *(DELL decision)* gracefully a FOURTH time as I did not want to go through the hassle of getting a refund and ordering a notebook somewhere else since I require one in early April. However I was also told that the NVIDIA graphic card would be available end of May 2006 if I care to wait. The bottom line is I ordered and paid for an Inspiron 9400 with a NVIDIA GeForce Go 7800GTX graphic card on the March 4th 2006 and will end up with a notebook with a much inferior ATI Mobility X1400 graphic card. If DELL could have told me right from the start it would not be able to deliver and NOT drag me through almost a month of correspondence I would be happy to accept it and have time to look for an alternative. DELL inter-office as well as customer communications need to be overhauled for sure!!!!
Bought 3 dell systems, one was a laptopTheir service was always first class, come to the house, fix everything, i was up and running in a matter of days. No complaints from me
Quote from: shivadee on April 01, 2006, 07:35:23 PMBought 3 dell systems, one was a laptopTheir service was always first class, come to the house, fix everything, i was up and running in a matter of days. No complaints from me thats in AMERICA where you have SENSIBLE people repairing your pc , down here we have N00Bs... when i got back my dell machine from servicing ( which took a month) they installed Turtle Beach drivers for my SOUND BLASTER
