I've bought an M17X in a private sale and noticed it has a US keyboard.
In system configuration it's listed as a UK keyboard, Euro laptop etc.
I've tried to call DELL to see if I can get some clarification, and if they can fix it to have a UK keyb, but having no joy, two totally different stories on two different calls.
One was a bit scary, suggesting prior owner had modded the keyboard or that it was supposed to have a US keyboard. He wouldn't say which. Neither makes sense to me - no way would the prior owner mod it to have a US keyboard, he's in the UK. Secondly how can it be listed as a UK keyboard against the service tag if it was a US one originally?
The other basically said he couldn't help me as I wasn't the registered owner and it takes two weeks to transfer ownership.
The original owner has stated several times that this laptop is a new replacement laptop, untouched by him, "as is" from DELL. They replaced a previous one he sent in due to accidental damage.
It looks like DELL have sent a US one by mistake, or if we want a conspiracy theory, the previous UK owner modded it to be US.
Has anyone got any idea how I can get a straight story on this - as had no joy calling DELL so far?
In a nutshell I just want to check:
1, That prev owner hasn't modded it / it's still in warranty (nb shows as 550+ days warranty left on product page)2, I can get the US one that's probably been sent in error replaced with a UK one, or preferably just the keyboards swapped as I don't wat to have to set up a new one again.3, Or, worse case, what are my opions for swapping it to a UK keyboard whilst retaining warranty? How much would it cost?
1. Support.dell.com, enter the service tag and check the "original configuration" list.
2. and 3. Until the warranty is transferred, you have no support or warranty. The whole deal sounds a bit shady - if you can return the system for a refund, I'd seriously consider doing that.
1. Have done, it's listed as a UK laptop with a UK keyboard, specifically:
SHIP ACCESSORY : ENGLISH DOCS
POWER CORD : UK 250V
POWER SUPPLY : ALIENWARE 240W AC ADAPTER
WIRELESS : EUROPEAN INTEL WIRELESS LAN 6
BLUETOOTH : EUROPEAN DELL WIRELESS 375 B
KEYBOARD : INTERNAL UK/IRISH QWERTY KEYB
When I try to use the "current configuration" button it just hangs and never does anything.
2,3 - I know, I am considering it. Be a shame tho, it's such a nice laptop. All I want is a UK keyboard and proof it's in warranty and I'm happy.
I feel your pain... I bought a brand new Alienware laptop from Dell (shipped to the UK).
The laptop cost more than a new car would have done, but Dell messed up and automatically configured it with a US keyboard. It took me more than 30 days for me to call them to report their mistake, so they're telling me that I'm stuck with it...
The "customer care" rep stated, "we are running a business".
"Badly", I wish I'd replied!
I can't replace the keyboard myself (that would void the warranty), so the only option is to pay Dell a further £150 to fix the mistake that they made!!!
They certainly aren't having that money out of me, and I won't ever be buying anything from Dell again... I've never felt so undervalued as a customer in my life!
Presumably you have a warranty? I would call every day until you get a rep who helps.
On my third attempt I had a relatively hassle free one, he arranged a technician to come swap it the next day for free. Then again this one has next day support in the warranty, not sure that's normal or if it's a higher level of warranty.
Thanks for your advice... I'll keep trying...
I did actually pay extra for the 3 year, Next Day at Home warranty... but because it's configuration mistake they made, (rather than an actual fault part) they customer care rep said the warranty doesn't cover it.
The irony is that. because I'd paid for the extended warranty, I was less panicked about phoning up to report the issue... had I just called the day I'd opened it, they would have fixed it (or so they say).