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

[erikistired]

Originally posted by: John

I phoned Dell within 30 days to see that I received that I received the right hard drive, and their tech staff told me that I had, although they weren't very sure.

I do not see a firm answer there.

The Dell tech can only see an invoice on his screen, therefore if it specified "5400 rpm hdd" on the invoice that is all the tech could comment on. MC Webster would have had to pull his HDD back then to verify it was the correct part, and if it wasn't he would have been issued the correct part ASAP.

he never should have had to pull his laptop apart in the first place, much less do it again.

 

[John]

Originally posted by: fisher

Originally posted by: John
If any of you have a problem with something I posted, show some courtesy and use the PM function.


[*]MC Webster, unless a manager approves the exchange, I really do not see you getting a new drive, regardless of what you were told by the technician.

honestly you don't deserve that courtesy after stepping into his thread and calling him a troll because you were once a senior tech at dell. you don't know who he talked to, and what they know about computers.

if he was spec'd a 5400 rpm drive and he recieved a 4200 rpm it should be replaced, no questions asked. no run around from lousy techs, and no accusations by former dell techs. i've had to deal with techs from all the major pc manufacturers and sometimes i think it'd be more productive talking to a wall.

call back, and keep asking for a supervisor til you can get no farther. ask for the first tech's supervisor, then his, then his. until they run out of tiers to try and BS you with.

There is a big difference between labeling someone as a troll, and stating that someone is trolling.

Regardless of what was spec'ed....mfg's offer a warranty/guarantee for a specific reason. It is up to the user to verify they have received the exact goods they paid for. This does not only apply to computers, but any tangible good(s) you purchase.

As unfortunate as it may be for MC Webster, I hope this event has been a learning experience for him.

 

[PsychoAndy]

Here are my thoughts.

#1. I dont know about you, but I do check all my invoices to make sure that the correct specs are mounted.

#2. Do I need to open my case and get a flashlight to find out what model number my HD is?

I dont know about your dell rig, but the last time I turned on MY dell rig I get a nice dispay (I think its with the bios) that tells me the following: Primary Master. Primary Slave. Secondary Master. Secondary Slave. That is quite detailed, as it has MFR and the appropriate product numbers that can be refrenced at the OEM or the MFR website. As another user said, that info can be pulled by device manager.

Now, for everyone screaming at John for his comments, I will agree that they are a tad harsh, but I'm having a hard time believing this situation as well.

MC: What size HD did you get and whats the system tag?

-PAB

(Mod, dont ban me from using this acct. AT is refusing a connection when I try to login under my own name)

 

[MadRat]

Originally posted by: Sunner
Im sure Dell is a wonderful place to work, and well worth defending, especially since I remember you getting "a tad" annoyed at me after I stated I prefer Compaq to Dell quite a while back, but your attack was completely uncalled for.

I always preferred the Compaq people on the corporate side myself. After working with Dell and IBM it makes me miss the old contract with them. The company has even gone through a Gateway stage which I heard was really good before Compaq, but they wanted too much for their service. In my opinion its stupid to not pay extra for good service if its exactly the service we wanted! Just a rant everyone can ignore...

 

[erikistired]

believing the situation and making a snide remark with nothing to back it up are two different things. i just checked my thinkpad bios and it doesn't have a detailed description of every drive in my system.

hey mcwebster how about taking a picture of the drive with a webcam or something, or your friend's drive, so we can see what you did indeed get, and possibly a picture of your invoice (personal info removed of course) to see what you were supposed to get.

i'm not making any claims that his problem is legit or not, because i don't have enough info. but i'm sure not going to jump into the thread making nasty remarks about him with the same amount of information. perhaps everyone, including john, should take john's advice and if you're going to say something ugly, use PMs first and attempt to obtain more facts before accusing someone of trolling.

 

[apoppin]

Originally posted by: fisher
believing the situation and making a snide remark with nothing to back it up are two different things. i just checked my thinkpad bios and it doesn't have a detailed description of every drive in my system.

hey mcwebster how about taking a picture of the drive with a webcam or something, or your friend's drive, so we can see what you did indeed get, and possibly a picture of your invoice (personal info removed of course) to see what you were supposed to get.

i'm not making any claims that his problem is legit or not, because i don't have enough info. but i'm sure not going to jump into the thread making nasty remarks about him with the same amount of information. perhaps everyone, including john, should take john's advice and if you're going to say something ugly, use PMs first and attempt to obtain more facts before accusing someone of trolling.

Actually, I believe John really accused MC Webster of lying rather than trolling - which he actually posted (and since John publically posted his accusation, my reply is also public - i.e. "it seems obvious this MC Webster is either blowing smoke, or he is trying to draw unwanted attention to himself." ).

I think this is really bad form. Unless there is more (some?) evidence of the original poster telling untruths, the general "ettiquette" of the forum is to accept the member's story (for what it is worth - pointing out inconsistancies, if any).

I have had my own BAD experience with Dell's CS (where I even caught several telling me UNtruths). Dell's CS has gone WAY DOWNHILL since John's day - most of the Dell calls get routed to New Delhi, India.
(Dell-Delhi, get it?)

 

[MC Webster]

Let me assure everyone that I am not lying. I would not go to such lengths as to make a post in this thread just to start a flame war. I spent three hours on the phone with Dell yesterday, and one hour the day before, and I want to get this problem resolved because I am going back to university on Monday. If I was being dishonest, I would also not spend such long amounts of time on the phone with Dell. I am working on putting up pictures, but I am not entirely sure how, so give me a little time and you will better see my problem.

I want to explain a little more about my problem. When my friend and I received our identical computers, that we had bought at the same time from the same person, we were a little concerned how we knew that we had received the right hard drive. So, back in July, when I was still within my 30 days, as I had bought my computer at the end of June, I first called Customer Care. I asked them not only about how I knew whether I received the right hard drive or not, but also about the stop/pause/play buttons above the keyboard. The women I talked to didn't have a clue and told me to talk to technical support.

After hanging up the phone I immediately called technical support and asked them about the same two issues. They had me look at my device manager and read off what it said there and told me that I had the 5400RPM drive. Mind you, they were not overly certain that I had received the right drive. But I trusted Dell's techs and believed I had received the right drive. I had no idea at the time that I could take apart my computer or what would happen if I did. The thought didn't occur to me, but that wasn't a problem because I had been told I received the right part by Dell.

Now, 6 months later, by accident, I find out I do indeed have the wrong part (one which I paid a lot of extra money for at the time). When I spoke with the manager yesterday, she told me she had no record of me phoning about a hard drive. She has me phoning about other problems, but conveniently, not about the hard drive. This is absurd.

Talking to an experienced Dell tech, I was told that the right part number is listed for what I ordered, but I didn't receive the right part.

More to come when I get my pics up.

 

[MC Webster]

The item number listed on my invoice is 340-3879.

The product code listed on my packing slip is 7K147.

In the device manager on my laptop it lists my hard drive as IC25N040ATCS04-0.

The thing is, back in July how was I supposed to know I could reference these numbers somewhere? The fact is, I still don't know where to reference them. And it seems absurd for every Dell customer, no matter what their knowledge of computers, to have to figure out these numbers somewhere. And besides all that, tech support told me I had the right drive.

 

[PsychoAndy]

Originally posted by: MC Webster
The item number listed on my invoice is 340-3879.

The product code listed on my packing slip is 7K147. I

n the device manager on my laptop it lists my hard drive as IC25N040ATCS04-0.

I didnt ask for an item number or a product code. I asked for the size of the HD and the system tag.

-PAB

 

[MC Webster]

Where do I find the system tag? The size of the hard drive is 40GB.

 

[Lonyo]

I would guess that if you right click on My Computer, and go to device manager (through Hardware tab) and select Disk Drivs, you should be able to double click on the HDD and get a model number. With this you should be able to go to the manufacturers site and find out what spec drive you have.
If it was a Western Digital drive, then you could determine the RPM by the model numer, I'm guessing other manufacturers have a similar thing, so you should be able to get some info just through Windows.

I hope that makes some sense. Usually Dell are suberb in terms of customer care, they gave us a replacement monitor and DVD drive when we needed, and because my dad works for a company that buys Dells, he get's a 5% discount, and he initially forgot to tell them, but when he did it was too late, so they upgraded our warranty instead. This was 3 years ago, but surely they can't have changed that much in terms of customer care?

 

[erikistired]

as has been said a few times in this thread, they outsource their tech support calls to new delhi, which appears to be common practice these days.

 

[John]

Originally posted by: MC Webster
The item number listed on my invoice is 340-3879.

That's an IBM 40GN 4200 RPM hdd.

The product code listed on my packing slip is 7K147

That's an IBM 40GN 4200 RPM hdd.

In the device manager on my laptop it lists my hard drive as IC25N040ATCS04-0.

That's an IBM 40GN 4200 RPM hdd.

[*]It looks like Dell shipped you exactly what you paid for.

Where do I find the system tag?

You mean to tell me out of all the calls that you've made to Dell that you still do not know where to find the service/system tag? The service tag is in your bios, or you can look on the bottom of the laptop for the sticker for an alphanumeric code.

Originally posted by: apoppin
Actually, I believe John really accused MC Webster of lying rather than trolling - which he actually posted (and since John publically posted his accusation, my reply is also public - i.e. "it seems obvious this MC Webster is either blowing smoke, or he is trying to draw unwanted attention to himself." ).

I think this is really bad form. Unless there is more (some?) evidence of the original poster telling untruths, the general "ettiquette" of the forum is to accept the member's story (for what it is worth - pointing out inconsistancies, if any).

Mark, I've pointed out inconsistancies on several occasions. Why is it that no matter what you always take the other side when it comes to Dell issues? I do not take sides, I evaluate the facts and go from there. In addition I strongly disagree with your broad "ettiquette" generalization.

* BTW, the New Delhi call center is not outsourced, they are Dell employees.

 

[MC Webster]

There was some misunderstanding there PAB, I thought you wanted the system tag for my hard drive. I am a little hesitant to give you my system tag though because I don't know what you're going to do with it. Why do you want to know it?

John, could you please explain to me where you are getting this information from. Also, can you clarify this matter for me: how come the senior Dell technician I spoke with told me that the parts number I have is for a 5400RPM drive?

Furthermore, I configured my laptop online, before purchasing it over the phone, and knew what the total was to come to with the 5400RPM drive. The price I paid for my laptop met that price. I also went over with the sales rep three times that I was getting the 5400RPM drive. I also discussed with the Dell techs after I got my computer that I had received this drive and they told me that I did.

Please, let's not make any arguments out of this thread. This whole issue has been really upsetting and time consuming. I want to get it settled, I know what the facts are, and I am not misleading anyone. I have better things to do than to sit around on the phone all day or build the longest thread on Anandtech. I don't appreciate being called a lier, or being told that I'm trolling, when I don't know what trolling is. So please, let's continue to move along, and not get upset. I really appreciate everyone's help.

 

[John]

Originally posted by: MC Webster
John, could you please explain to me where you are getting this information from. Also, can you clarify this matter for me: how come the senior Dell technician I spoke with told me that the parts number I have is for a 5400RPM drive?

A friend of mine who is a level 2 tech at Dell confirmed it for me. Having AIM makes communication a snap.

Furthermore, I configured my laptop online, before purchasing it over the phone, and knew what the total was to come to with the 5400RPM drive. The price I paid for my laptop met that price. I also went over with the sales rep three times that I was getting the 5400RPM drive. I also discussed with the Dell techs after I got my computer that I had received this drive and they told me that I did.

Is this how you came to the conclusion that Dell cheated you? As I stated earlier, Regardless of what was spec'ed....mfg's offer a warranty/guarantee for a specific reason. It is up to the user to verify they have received the exact goods they paid for. This does not only apply to computers, but any tangible good(s) you purchase.

Please, let's not make any arguments out of this thread. This whole issue has been really upsetting and time consuming. I want to get it settled, I know what the facts are, and I am not misleading anyone. I have better things to do than to sit around on the phone all day or build the longest thread on Anandtech. I don't appreciate being called a lier, or being told that I'm trolling, when I don't know what trolling is. So please, let's continue to move along, and not get upset. I really appreciate everyone's help.

I never called you a liar, or a troll. I simply stated that you were trolling (posting flame bait and drawing attention to yourself) and I felt you were swaying the facts. A few other people in this thread then started "interpreting" their own version of what I said.

 

[MC Webster]

Ok, thanks for your reply. I appreciate your clarification, and am glad you weren't calling me a liar. I am still confused by how the senior tech I spoke to at Dell told me that the parts number for the drive I have is 5400RPM, but your tech is telling me otherwise.

Where I still feel the problem lies is in the area where I was mislead by Dell. I troubleshooted my harddrive with Dell techs within 30 days to determine that I had received the right parts. Never having bought a laptop before, or having dealt with laptops before I didn't know that I could simply look inside to see what part I had received. Furthermore, never having dealt with Dell before I didn't realize there was some place I could look on the internet to verify my parts numbers (what site is this anyway?). Dell's support staff lied to me and they expect me to pay for this because I am inexperienced with laptops and in dealing with Dell? That's ridiculous.

Let's say you know nothing about cars, not a single thing. One day you decide to buy a V6. The day after buying it you take it to your dealer to check that you have actually received a V6. The dealer tells you that "yes, your car is a V6." You trust the dealer that you have a V6 because you haven't the slightest idea how to check. However, a few months later a friend of yours who is very knowledgeable with cars looks and informs you that "no, you don't have a V6." Do you think that you should have to live with a worse performing car that you paid a lot of money more for?

 

[Bunnelz]

[link deleted]. Membership, also.

 

[apoppin]

Originally posted by: John


Mark, I've pointed out inconsistancies on several occasions. Why is it that no matter what you always take the other side when it comes to Dell issues? I do not take sides, I evaluate the facts and go from there. In addition I strongly disagree with your broad "ettiquette" generalization.

.

I am calling BS on this . . . " . . . ALWAYS take the other side . . . " non sequitur

And you ARE taking sides. You are quite "against" the topic's poster. Youi have called him a liar guilty of trolling. :Q

* BTW, the New Delhi call center is generally hated by USA-based Dell employees. I found them much less helpful (but much more apologetic and "mild").

EDIT:

Originally posted by: John
I never called you a liar, or a troll. I simply stated that you were trolling (posting flame bait and drawing attention to yourself) and I felt you were swaying the facts. A few other people in this thread then started "interpreting" their own version of what I said.

Letsee, you accused him of creating a falsehood (= lying) by stating: <<"it seems obvious this MC Webster is either blowing smoke, or he is trying to draw unwanted attention to himself.">>

I call it like I see it.

FINAL EDIT: I got your PM, John. It is not worth replying privately to. However, if you really want a reply, post it here.

 

[sparkle]

I would be willing to bet that the Dell "techs" in New Delhi are sitting around in the same building as the Gateway techs over there.

 

[Lore]

I also remember a time when Dell customer service and technical support used to be top-notch and could take care of your issue without transferring you to 3 different people.

I've had my own set of issues with Dell Customer Service and Technical support. Apparently, once you order a Dell-branded Software and Peripherals item (such as a Dell monitor) you only have 30 days to contact customer service or technical support if something is wrong. If you have further problems (such as a power adapter going kaput) past the 30 days like I did, you're left out in the cold, even though the product carries a 3-year warranty. I've been told that I have to contact the actual manufacturer of the Dell-branded peripheral, but no one is ever able to tell me who to contact and what to say.

The Technical support team in India keeps asking for a service tag even though I explain to them that the product was purchased separately from any Dell computer. So finally, after speaking to about 20 different techs over 2 days, I was able to get someone to dispatch an order for me. However, I find out two days later (after calling into CS myself) that it was cancelled because they put in the dispatch incorrectly (can you hear my groan? heh).

I called in again and had it re-dispatched and now it's been sitting in Pre-production since Dec 31 and not a single person (tech support, customer service, Dell support forum moderators) can tell me why it's sitting in pre-production...

Maybe someone with connections to Dell can PLEASE get me a replacement Dell 2000FP power adapter, which is apparently part #7K713.

 

[Duvie]

Don't even get me started about my Dell experiences!!!! This whole thead saddens me....

DIYers like me smile big!!!!! NO one screws me but myself....oops did I say that!!!

 

[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]

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.

You're comparing apples to oranges with that analogy. I could explain the differences, but it serves no real meaning to this thread as a whole.

 

[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?

 

[Grminalac]

Maybe DELL should spend a little bit more money on customer service and a little bit less on witty commercials.

It should be:
DELL interns day 1: Hey group this is a hard drive...