Attention All Dell Inspiron 8200 Users, Are You Sure You Haven't Been Cheated?

[Smilin]

Originally posted by: MadRat
dexvx-

Dell outsources their equipment assembly just like all the other OEMs. It has everything to do with profit and nothing to do with human errors. Most likely some low-level stockboy was under pressure to get as many orders out that they just shipped what they had available, knowing it was the wrong parts. These OEMs have extremely tight control of their supplies and can be 100% accurate because the entire process is under scrutiny. It is more work for Dell to screw up an order than it is to just ship the right product; they either customized an order and shipped the leftovers or they simply didn't do the custom swap of parts. If you let them get away with even the slightest degree of slack they'll take you for as much as they can.

Stop talking out your ass.
I've watch a DELL technician assemble one of those laptops with my own two eyes. They don't outsource that crap. Go take a trip down to Austin and ask for the tour.

 

[jimmygates]

I bought a 8200 also and I just opened up my laptop to check the harddrive.


IBM 60GB 5400RPM. Whew...



-Jimbo

 

[John]

Originally posted by: MC Webster
Well, Dell actually sent me out a hard drive and I received it today. Except, it still isn't what I paid for. I got a Hitachi DK23DA-40F model, parts number OM747.90613. After looking this part up on the Hitachi website I found that it too is 4200RPM. So, they have replaced my IBM 40GB 4200 RPM model with a Hitachi 40GB 4200RPM model. I'm hurt, why did they send me out simply a different brand name model? Any ideas on this new development? Do they think they can trick me?

Dell sent you exactly what you paid for. Earlier you posted the sku & p/n from the Dell invoice, and they match what's in your notebook.

 

[Ilmater]

Before beginning, I want to say that some may not like things I have to say, but if you read through the entire post, I think you'll see that I'm not trying to cause trouble, but that I'm simply trying to get everyone to see all of the sides of this issue. Please don't take any offense because I mean none, I just call it like I see it.

Originally posted by: grrl

I never called you a liar, or a troll. I simply stated that you were trolling

Ah, by this logic if I accuse someone of having sex with children, that isn't the same as calling them a pedophile. That's an example of linguistic sophistry I can't quite wrap my brain around.

John, though I do agree with you on pretty much everything you've said so far, grrl is clearly correct here, not to mention funny. I know the differences between calling someone a Troll and saying they're Trolling (a Troll only Trolls, while someone that's Trolling may only be doing it that one time), but the analogy is still a fair one.

For the record, I do like Dell, but I have never worked there (though I wanted to years ago). Though I build all of my own systems (and those of friends that live close enough that they could bring their computers to me if something didn't work right), I recommend Dell to those who don't live close enough because I've never had one person have a bad experience with them (that didn't get resolved). If anything doesn't go well, I call and get it straightened out. For example, I bought an old Dimension 450(r?) a few years back with a DVD drive in it and a hardware decoder card. Back then, there was a problem with DVDs in DVD drives with hardware decoding called jitter. It didn't make them unwatchable, but it did make them annoying. It was like the screen was shaking slightly up and down. As Dell became more aware of the problem (tech support guys recognized it more and more every time I called), it was determined that DVD decoder cards worked fine if you output the signal to TVs, but they wouldn't work with monitors for some reason. So Dell shipped me a TV out converter (after mistakenly shipping me a capture card first that I really wanted to keep). My VGA cable plugged into it and it plugged into my video card. It had an RCA out to the TV. While the upgrade from software decoding to hardware decoding was only around $80, the box they sent me, at the time, was worth ~ $200. I'm not saying that it happened after my first call, but with enough persistence they gave me what I wanted: a way to watch DVD movies with the DVD-ROM drive in my computer.

On to my agreement. Some have stated that John didn't state any inconsistencies when he suggested that MCW was trolling. That's just ridiculous. Did you read any of John's posts? I'm a National Champion College Debater, so I have some idea about how to make an argument and how to recognize when one is being made. Yeah, it sounds cocky to say that, but there's no denying that I have experience here and it does give me some credibility. Anyway, he clearly stated that MCW's statements sound a little funny, which they do. For the record, I don't think you're lying, but I don't think you have much of a case.

First off, you (MCW) start by saying that a spring had fallen inside your friend's computer. I'm sure that that's why someone originally thought this was a laptop. Think about it: a laptop is fairly closed up. It's kind of a crazy thing to happen, don't you think? How'd it get in there (these are rhetorical questions)?

Second, he states that nobody at Dell knows what a 5400 RPM drive is. Since we've already pointed out how unlikely that is and it was re-explained, I won't belabor this point, but it obviously sounded strange then.

Third, he came in complaining like there was a big conspiracy (though not actually saying that specifically). Now let's look at the facts to the contrary. It's flat-out fact that it is more costly to send another drive than to just have sent him the right one to begin with. John stated this. Spicedaddy also puts this very well. Then, MadRat says that Dell could be 100% accurate if they wanted to be. That's even more ridiculous. Here's another personal example. When my parents got theirs (they live too far away from me) I checked all of the parts to make sure that I had been sent what I ordered. It turns out that the sound card was a step down from what we ordered, the video card was a step up, and they accidentally included a power strip that we didn't order. We checked the invoice and we clearly ordered it correctly. So, we got the sound card replaced and enjoyed the rest. Plus, if you look at what happened to dexvx, you'll see that it only makes MadRat's statement even more ridiculous. Why would they do something like that? Somehow, according to MadRat, they wanted to send dexvx a faster processor, because they could have sent him the right thing if they wanted to. I'm going to say it again, that's ridiculous! Why would a profitable company like Dell that's been making money for years being good to their customers (and believe me, I've read nearly every interview Michael Dell has ever given, and he knows this quite well) suddenly think that screwing their customers would make good business sense? Please tell me how that makes sense? Obviously there is no conspiracy to give customers the wrong drive. Now, if you're thinking, "He didn't say it was a conspiracy, just that they might have been making this mistake on a large scale," then think about this: if we've proven that there would not be a conspiracy from Dell and I think that it's safe to say that Dell's quality controls are quite good (second to none, I'd reckon), then how is it possible for them to have been making this mistake on such a large scale and have missed it completely? Certainly there would be enough calls to customer care (there are enough customers out there that do check even small things like hard drive RPMs, especially when they cost $300) to raise some red flags. Maybe you think that it is just a small group of people that are trying to make themselves look like they're cutting costs. Unless what I've said above is somehow untrue, then in order for this to be a valid claim, then these few people would have to know people in all of the call centers (including New Dehli) so that when you called in, they would know that they were trying to screw you and they should send you another drive that is wrong. Nobody has that kind of pull in the system. So, unless some higher-up (executive VPs and higher) were trying to screw Dell customers, then this explanation is just as ludicrous.

Fourth, he posts some model numbers from both his invoice and his computer. All point to the fact that he has a 4200RPM drive, which is what he ordered. That means that the customer care people that he has contacted have either been horribly ignorant or lying. Considering Dell's past and the fact that other customer care people since have told him that while he does have a 4200RPM drive they can't do anything about it, I'd say that they were just ignorant. Either way, it's not something all that uncommon (there are lots of dumb tech support people in the world), and once again not because of some incredible conspiracy by Dell to screw people.

Finally, after all is said and done, this last post bother's me:

I'm hurt, why did they send me out simply a different brand name model? Any ideas on this new development? Do they think they can trick me?

You're hurt? Are you trying to make it sound like you're emotionally hurt because you think the big bad Dell is being mean to you? I don't mean to lay on the sarcasm (well, yes I do), but come on! Do you know how that sounds? Then you ask a question whose only answer can be, "because there's a conspiracy at Dell to trick people that bought 5400RPM drives into actually getting 4200RPM drives," and I've already discounted this idea of a conspiracy. Now you just ask for "ideas on this new development." What is the definition of someone who Trolls again? Someone that posts flame bait and draws attention to themselves? Sounds like a culprit to me. Again a question with an obvious answer: "Yeah, Dell's tech support sucks. You're right." You'll just get answers like Grminalac's over and over again. What's a flame again? Then, with the last sentence, it is utterly clear that you feel that there is a conspiracy against you. Not everyone that got what they didn't order, but you personally. Please tell me where along the line a move like this (by this I mean sending you the wrong drive) would be seen as a good one. Nobody there is thinking, "Hey, some guy wants to get what he paid for. Screw him! Let's send him the same basic thing and see how mad he gets!" It just isn't happening. Again, it goes back to the whole conspiracy thing which is bogus.

I think it's clear, here, that Dell is not trying to screw its customers, and in particular is not trying to screw you. You happen to be unlucky enough to be getting into a lot of problems with your system. If you're telling the truth (and again, I never said you weren't, only that there are clearly some indications that it is possible), then I wish you the best of luck in getting your problem resolved. If not, then just don't bother trying to raise Cain.

Just one final story: I once called tech support and had a tech guy stay on the phone with me for 3 1/2 hours until we got a problem fixed. He was cool as hell. He was listening to music and we were b.s.ing the whole time while I was changing settings, waiting for my computer to restart, taking out parts, etc. I've never even heard of a tech support guy that was that good. So if I sound like a bit of a fanboy, it's because of my personal experiences with them and because I think Michael Dell's a business genius. I'm not saying that he's not trying to make a buck just like the next guy, but he knows the right way to do it and he has a past that proves that.

Edit: By they way, John's right about this too if I didn't make this clear:

Originally posted by: John
Dell sent you exactly what you paid for. Earlier you posted the sku & p/n from the Dell invoice, and they match what's in your notebook.

Edit 2: Good Lord that's a big post. I just kept on typing and there it was. Seriously, they need to give me something to do here at work. Is Dell hiring?

 

[virusag11]

I was looking at dell laptops to determine the market price of a certain set up and found that they indeed have 4200rpm drives. Whether they are special to laptop only, I am uncertain, but they seem to implement them in their desktop products as well.

 

[Ilmater]

Originally posted by: virusag11
I was looking at dell laptops to determine the market price of a certain set up and found that they indeed have 4200rpm drives. Whether they are special to laptop only, I am uncertain, but they seem to implement them in their desktop products as well.

Yet another case of somebody not reading the entire thread.

 

[MC Webster]

Ilmater, I appreciate your post. First off, let me apologize for making it seem like Dell has a conspiracy going on where they're trying to screw people over with their hard drives. My purpose of this post was to see if anyone else had experienced this same problem as well as me because it seemed very strange that both my friend and I had the same mistake.

Secondly, I am hurt because I trusted Dell. I trusted them not only that I would receive the right computer, but that if I was to have any problems that they would be solved. However, up to this point in time, I have found neither of those two things to be the case. When I spoke to tech support on the phone, they said they would fix the problem, and they didn't. If you took your car to have a faulty brake line repaired, and received the car with the problem still in tact, would you not be hurt? (Literally even?)

Next, I am not lying, I never have. I have given you all the facts of the situation. If you choose not to believe them, that is fine I suppose, seeing as this is the internet and anything can be said. My friend dropped a spring into his keyboard and had to unscrew it to get it out. I don't think that is too hard to believe, but everyone must make their own decisions.

Finally, I come to the problem of me getting what I paid for. I know what I paid for because I knew the price of my computer before I bought it over the phone and was assured by my sales rep that I was getting the 5400RPM drive. I also called tech support within 30 days and they assured me I had the 5400RPM drive. So I ask, why is there even a question of me getting what I paid for?

I will continue to settle this with Dell, and I know I will get the 5400RPM drive that I paid for. As I've said before, there is no reason why this problem should be happening.

 

[MadRat]

The conspiracy theory first emerged from the college debate champion.

I'm sure Michael Dell watches over every transaction and has made positive sure nobody has ever changed an order after the fact. Glad to see the genius is so certain of the consumer demand that he can nail his supply down to every nut and bolt! Perhaps you should buy some Dell stock and make a personal investment in the company since he's such a great leader. I got a bridge to sell you if you're into some more sound investments.

 

[Barnaby W. Füi]

jesus christ, some of you take things way too seriously. the guy got the wrong hard drive, he is taking care of it now. that's his problem, and he's dealing with it. great! no one in the thread is trolling, and i don't understand the need for some in-depth argument about the semantics of what a troll is or isnt. arent there better things to do? (i suppose i've fallen victim to the thread too :-/)

 

[Vic]

Hmm... don't know why, but I feel compelled to post in this thread.
First, I feel MCW should be given the benefit of the doubt here. I feel he is being honest. No slight intended, but I think that some of the confusion from him comes from a lack of knowledge in this area and from being upset over not receiving what he paid for. It does not appear that his intention was to create a fabrication and to troll with it.
Second, I feel that John's comments were a bit harsh (to say the least). Dell may be (or may have been) a great company but every company makes mistakes. The saving grace of any company is not whether or not they make mistakes (because mistakes WILL happen) but how they deal with those mistakes and how they treat their customers. To state that it is the customer's responsibility to check every piece of hardware and to open up equipment that they probably don't even understand to check it against the invoice is absurd (and if a Dell CSR told me that, I would say insulting).

As for Dell, my faith in them has wavered, though not too much. My office is 100% Dell (more than 100 machines) and all operate with perfect reliability. OTOH, my father purchased a machine from them about a year ago that is completely unstable. It will not run for more than one hour at a time without locking up (and NO, I'm not making this up or "trolling"). Despite repeated calls to Dell, he has been entirely unable to get this matter resolved from them and has now given up hope. I think I know what the problem is and how to fix it, but he has been unwilling to have me fix it because he had wanted Dell to resolve this, and he has only recently talked to me about this problem and asked for my help. I was quite surprised to hear his horror story with Dell and I must admit it has me a bit concerned with them.
Just my $0.02

edit: damn typos :|

 

[Casper5748]

I used to always buy a dell because I thought it had a good name behind it. But when I started to learn more about computers did I learn that Dells were actually pretty crappy. My friend refered me to this site www.ajump.com for my next system. It totally kicks ass!!!!! I bought one of their configured Matrix Gaming systems and it came with the latest technology. Companies like Dell and Gateway seem to have good name recognition and they serve their purpose but it seems like going with a more specialized company like ajump.com will give you a better product and better customer service.

---

Please refrain from pimping your own website.

AnandTech Moderator

 

[Vic]

Originally posted by: Casper5748
I used to always buy a dell because I thought it had a good name behind it. But when I started to learn more about computers did I learn that Dells were actually pretty crappy. My friend refered me to this site www.ajump.com for my next system. It totally kicks ass!!!!! I bought one of their configured Matrix Gaming systems and it came with the latest technology. Companies like Dell and Gateway seem to have good name recognition and they serve their purpose but it seems like going with a more specialized company like ajump.com will give you a better product and better customer service.

Please don't use our forums for advertising. :|

 

[Ilmater]

Originally posted by: MadRat
The conspiracy theory first emerged from the college debate champion.

I'm sure Michael Dell watches over every transaction and has made positive sure nobody has ever changed an order after the fact. Glad to see the genius is so certain of the consumer demand that he can nail his supply down to every nut and bolt! Perhaps you should buy some Dell stock and make a personal investment in the company since he's such a great leader. I got a bridge to sell you if you're into some more sound investments.

This is coming from the guy that thinks that they can make 100% of all orders correct if they want to? I clearly never made the point that Michael Dell watches every transaction, but that the kind of changes in a company that would be required to make (not allow, but make) these things happen could only come from above. And as for the conspiracy theory... that was what I took from what MCW said, and I stated exactly why I understood what I did. I made my argument clear, now why don't you try to do the same.

 

[MadRat]

My point was clear. If the process they have is followed then no mistake would ever be made.

 

[chizow]

This thread has gotten out of hand.

John has always posted excellent contributions to the forum in the relatively short period I've been here, but its clear his loyalties to Dell (being a former employee) are still strong. I don't blame him, I'm sure he had a great experience there and bonds to former employers grow deep. I also don't blame him for doubting the initial poster's comments due to all the fanboy/trolling/scamming that goes on around here. He was probably wrong for doubting MCW, but I also feel that his attitude is part of the problem in this case

Maybe it is b/c of all the "Let's do our best to screw XYZ company" posts around here that he said what he said, but its kind of disheartening to think that a former Dell employee has an initial sense of disbelief when a customer has a complaint. Personally I still trust his opinion, b/c he knows his sh1t and I'll just take it as an instance of "rooting for the Home team", but to tell you the truth, if I worked for a company like Dell or Best Buy or :Q gulp....Raples, erm Staples :Q and read these boards, I'd be a little jaded too if someone here filed a complaint.

Chiz

 

[John]

My replies to this thread would have been no different if Compaq/HP/GW2K/etc was the topic of conversation. It just so happens that we are discussing a company that I am very familiar with. Hopefully people will continue to read the entire thread and see that in MC Webster's case Dell did not cheat a customer.

 

[MadRat]

*finger pointing*

 

[BlueWeasel]

Originally posted by: dguy6789
all the hard drive speeds that i have either used or seen:

3600 RPM, 5400 RPM, 7200 RPM, 10000 RPM, 15000 RPM, those are all the ones i have seen, the 3600 i ahd in an emachines 2.9 gig harddrive.

3600 RPM? Ouch...what's that like? Double click on M$ Word as you are going to bed and hope it's loaded when you wake up the next morning?

3600 RPM = Hampster + wheel