Good day
Can anyone recommend a pathway on how I can escalate a case with Dell?
I purchased a new laptop and since day one I had issue with it, its been two months now and I am getting nowhere with the technical support team.
I've always been a good supporter for Dell and have been using there products for close to two decades and it honestly sad to see how their support quality declined.
Thanks
Blue screen issue and Alienware control center gives me no thermal management. I have updated all drivers and software. Also system reset multiple times.
Your state government will have a conciliation body set up for this exact purpose. NCAT for you I assume. They will likely require you to exhaust all avenues with Dell (in writing) before they will act. Then its a long road dealing with NCAT which is likely just as bad (or worse) than Dell. And maybe, if anyone can be effed, you'll get an outcome, or it will end up in court. Btw, according the the ACL recurring minor problems can constitute a major problem, so you could try this tack with Dell.
Thank you very very much for this advice. I have everything in writing, especially each section where I have to start from the beginning each time.
What is the problem/issue?
Have you tried restarting? :p
Install, uninstall, clean temp files. Reset the device you name it.
pretty sure there isnt a pathway for you to the accc. The accc doesn't not deal with single consumer complaints. Happy to be proven wrong though
You are correct, they do not. Unless the case is seriously egregious.
First step is to always put your complaint in writing or email these days and after 2 attempts to resolve it with their complaints team or escalation team you can say you’re going to consumer affairs depending on what type of resolution your looking for .If they have reasonably tried to fix the issue with you and you’re getting nothing you can try consumer affairs who are pretty good but sometimes can take time to get to your case.But you will always get a reasonable outcome or they will send you back to the retailer to try again.
Depends what the issue is - do you mean the screen is blank, or it wont turn on, or overheats every time you use it… or do you mean something minor like you think the fan is too noisy, or you can't uninstall bloatware.
What I'm getting at is that major and minor issues are not the same, so it really depends on the nature of the issue.
I purchased a new laptop and since day one I had issue with it, its been two months now and I am getting nowhere with the technical support team.
As above, what is the issue and how they are trying to fix it?
I had a laptop with issue, first they try to fix it by resetting and reinstalling the windows on the laptop, that didn't work, then they swap the MB.
My issue was random re-boot.
Two months…
Sounds like there's more to this story that you're not letting on.
Everytime I have to repeat the story all over again. When I follow-up, I'm told to wait 48 hours.
The history of the chat is available but I have to repeat it over again and follow the same steps again
It happened to me. My R12 Alienware developed blue screen and everytime I played, the screen froze and gave me nvlddmkm error. Even an UPS didn't help.
Their support was great. They sent at least 3 technicians to my place and virtually replaced everything including Mobo/RTX3080/Memory.
The problem persisted and they gave up. They ended up giving me a new R13 which is an upgrade and although they said they want to send me a courier to pick the R12, they never did. I am still waiting for their email.
So I would say please try logging the case via the Dell website (you need to create a login) and keep emailing them and if it doesn't work, suggest replacement because that's your right. It worked for me.
Off topic, with the nvlddmkm error, there is one component that they never replaced and I am now convinced this is the true cause of the fault because when my R13 came in, everything was good. The faulty component must be the PSU, which is the only component they never replaced.
You likely have the return label in a pouch on the box the R13 came in. You'll need to call Startrack for collection.
Nope. No return label in my R13 which is why I rang them to send me one. They kept saying they would send me via email. It never came.
Without that label I couldnt ring Startrack.
What's the issue?