Today I got my new Dell laptop… a top-of-the-line 17″ Inspiron 9300. I had ordered it two weeks ago and awaited it eagerly.
I went through the motions: powered on, uninstalled a bunch of crap, installed firefox+extensions and was a happy camper! But, wait, what’s this? a dead pixel!
AAAAAAAAAAAARRRRRRRGGGGGGGGGG!
AAAAAAAAAAAARRRRRRRGGGGGGGGGG!
AAAAAAAAAAAARRRRRRRGGGGGGGGGG!
For everything that is fair in this world, did this REALLY have to happen? One defective pixel just rained on my parade.
Then I called Dell.
Turns out their definition of defective is a “few” dead pixels. The support guy started to talk to me like a child with analogies and metaphors to convince me that it wasn’t really defective and that I should let it go. I cut him off and told him to cut the crap. I asked were my options. “Can I put you on hold for 2 minutes, dear Saar, may I? I need to talk to out “second tier support.”" He came back with fresh ammunition from the “go-around” database. I didn’t bite. I got the feeling that if I will be persistent enough, I could get the corporate jet; it reminded me of haggling in Yaffo’s flea market. The tech guy said he is not authorized to do anything but replace the system (which will take 2 weeks, and I can’t make that, you’ll know why in a few posts time.) or call the “non technical customer service” for them to try to make me happy. But guess what? They are closed for the day. I’ll call tomorrow.
It’s not that I can’t live with a dead pixel in the corner of the monitor, it’s more the feeling of getting screwed. I shelled out big bucks for this piece of silicon-plastic combo expecting it to be in perfect condition. What I got was an equivalent to a scratched new car out of the lot. I’m not a happy camper.
Update 07/27/05:
In addition to my comment below…
I got the (new) replacement today – dead pixel free! Overall, I’m impressed with the quality of service. They even overnighted the package to make my schedule. So, I’m a happy camper once again.
Consumer protection. Return the product for a full refund.
Then buy a new one.
– Arik
An update…
I just got off the line with a Dell “technical resolution” supervisor called Mark. I described the technical issue and the feelings I had regarding getting a defective system out of the box. He was very understanding and did not try to to brush me off like the first line of defence (the “non-supervisors.”) Dell will send me a (new) replacement system withing 3-5 business days. I am satisfied with that.
Overall, the supervisor was very professional and the call would be rated as one of the best I’ve had with TS as far as responsiveness and willing to reach a resolution.
I should also mention that the computer itself is great. Very quiet and does not heat nearly as much as other laptops. Damn dead pixels :)
I got a 19″ MultiSync NEC Monitor LCD1935NXM and it had a freakin’ dead pixel. Just one a NICE BRIGHT CYAN COLOR ! Couldn’t return it. Now I am working on learning to love that pixel.
Yaffo’s flea market
Dell and Yaffo’s flea market, mmm…
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