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The worst customer experience with Dell.
I bought a premium X16 R1 on May 2, and it was delivered to my friend's address in the US on May 6. It arrived in the Philippines on May 16. I chose a brand new unit, intending to use it in the Philippines, to avoid any issues. However, upon testing, the device was extremely laggy and kept freezing. I tried troubleshooting it through recovery and repair, but the issue persisted.
I reached out to customer support via WhatsApp on May 19. During our troubleshooting, it was found that the device had a faulty video graphics hardware. On that same day, I transferred the warranty ownership to the Philippines. The agent suggested repairing the device instead of replacing it. While I respect regional warranty policies, I question whether it is part of Dell's policy to send a faulty device in the first place. If Dell had sent me a properly functioning unit, none of these issues would have occurred.
There should be some consideration given, especially when the fault lies with the company. As of now, my case remains unresolved.
ejn63
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June 18th, 2024 23:13
The purchase violated the terms of sale by being exported. Once that's done, any replacement option is gone -- repair is your only option.
See #11 your friend agreed to in making the purchase.
https://www.dell.com/learn/us/en/uscorp1/terms-of-sale-consumer?c=us&l=en&s=corp&cs=uscorp1
Any manufactured product can have manufacturing defects -- it's why there is a warranty. The issue here is that rather than buying in your home country, you chose to import a system yourself.
mikingbox
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June 18th, 2024 23:28
@ejn63 So it was a mistake to want a premium laptop that isn't available in my country, and it was a mistake to trust this so-called premium, high-end, expensive device from Dell, as it's proven unreliable and prone to manufacturing defects. The "Consumer Terms of Sale" always seem to favor the company. The point here is, it's difficult to trust Dell when purchasing an expensive high-end device from them. Lesson learned: it was a mistake to trust and choose Dell.
ejn63
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June 19th, 2024 00:04
It isn't a mistake if you accept that purchasing a model and exporting it has downsides, as you know know.
mikingbox
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June 19th, 2024 00:19
Yes, it wouldn't be a mistake to accept that Dell isn't as reliable as we expect, whether you're buying a premium, super-expensive high-end device or not. Dell is so unreliable in this regard, and that's proven the lesson learned. You are correct that trusting Dell is one of the biggest downsides.
mikingbox
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June 19th, 2024 00:36
What I'm emphasizing here is the credibility and reliability of Dell's expensive premium high-end devices, which in my case have proven to be unreliable. Is receiving a defective device normal to you? And blaming me for an exporting policy issue? Lol, this isn't about an exporting policy, the main issue here is how unreliable the company is. So, buying a premium device with premium support turns out to be unreliable. Expect to receive a faulty device, and the company will continue with more lies and delays to further worsen the situation. That's the reality.
ejn63
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June 19th, 2024 01:17
Anything you purchase carries the possibility of being defective on arrival -- that's what the warranty is for. For that matter, Dell offers a 30 day money back guarantee, though it would have required returning the system to the US for replacement or refund.
mikingbox
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June 19th, 2024 02:30
You're right again. Can you imagine buying a brand new, expensive, premium high-end device from them and facing a high chance of it being defective? Well, you'll never know unless you experience it. The hassles and frustrations are horrible. I don't think you understand my point here; you're only focused on the policy and warranty, not the reliability, credibility, and trust of the customer in the product or company.
(edited)
mikingbox
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June 19th, 2024 02:35
It's as if you're saying that it's okay to receive a defective product since Dell is giving a warranty, as long as you stick to the policy. Lol, so in other words, the reliability and credibility of the company don't matter, as long as there's a warranty. Fair enough. To some people like you who have all the time in the world and are willing to deal with the hassle, then yeah.
(edited)
ejn63
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June 19th, 2024 10:45
You're twisting everything I've written to suit your agenda, and deny the ultimate responsibility for your issues, which is the fact that you chose the mode of purchase you did and now have to live with the consequences.
If Dell Philippines is willing to repair the system, take that route. They actually do not have to -- they could well simply leave you to return the system to the US for repairs (and with the costs involved in doing that).
mikingbox
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June 19th, 2024 15:55
Nah, there you go again, twisting every word to fit your narrative. Obviously, you're a certified Dell agent, with your reward just around the corner. What's the point of trying to reason with someone so close-minded, convinced of their own perfection and adherence to warranty policies? You're clearly the one twisting the topic here. Congrats, Dell agent.
ejn63
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June 19th, 2024 15:58
Convenient answer for your agenda, but no -- I have no official capacity with Dell.
There's little point in going beyond what's clear enough -- you either didn't understand the ramifications of self-importing a new system, or you did and proceeded anyway. In either case, the result is the same, so it doesn't really matter.