Dell/Alienware failed to fix my m14x r2 three times...

Does anyone have experience with dealing with this? I've heard of them replacing the system all together if they can't repair it after x amount of times.

My USB ports and audio device will cut out until I restart my system. This happens intermittently, sometimes when I unplug or plug back into power, sometimes out of sleep mode, and sometimes by just straight powering it on.
Dell said I needed my motherboard replaced (chipset issue), as I had tried the latest BIOS fix for it, and it just reduced the number of times I saw the problem.

The first two times, the Dell technician had a replacement motherboard that was DOA. Both motherboards wouldn't read my HD's.
He recommended I send it into the depot, and I get it back this morning with the same motherboard in there, and all they've done is a reformat. It's the same motherboard (I marked it).


I'm a bit annoyed to say the least. Any insight/advice would be great.

Edit: WOWWW!! Now they're telling me they won't replace my system for failing to fix it 3 times because it is currently out of warranty.... Even though I called it in before the warranty expired and they were trying to fix it

My warranty expired on 9/19, I called in the issue 9/12. The issue has not been fixed after 3 times... resulting in it leading into a period that is now out of warranty...


I feel hard pressed to stay with Alienware.

 

If you still have the emails/ call dates i would open a BBB case against them. Failure to provide services.

 

My brother's crappy M17x R1 broke in the last days of his warranty, the whole process lasted a month and it was replaced for a full stacked l521x. They continued to help me event trough the laptop went out of warranty in the middle of the process, they even gave him 30 days of extra warranty. All of that happened while I was in Peru, however, I did ask them everytime I spoke with them if they will finish to fix it with no warranty.

 

:thumbsup:

 

Bad advice being given around here. Try dealing with Dell first, then escalate it further. Complaining to outside organisations should be the last step, not the first.


Your system broke under warranty, and Dell are obliged to fix that. If they can't then it's a system replacement. Escalate it within Dell, do not let yourself be taken for a ride by some incompetent mid-level support staff.

If Dell refuse to handle the matter internally despite you attempting to escalate it, then you make your complaint externally.


And for future reference if you have on-site support, don't send your PC back to a depot. If they can't fix it on-site, that's their problem not yours.

 

Contact 1 of the reps here on site and they will get ya fixed up they are required to take care of the issue. By the way quit contacting dell reps. Get hold of Alienware Reps only for Alienwares. If you have issues thats why we have reps on this forum for this kind of problem.

 

By the way both of ya should probably go put on the cone of shame for condoning and allowing idea's like this to happen. 9 times out of 10 its a dumb rep that is on the dell side and has not a clue to what they are doing. Or it was a Alienware Rep ready to be fired. Alienware if they know about it prior to warranty going out they will take care of it and even after they still try to work with you. Sadly I must say you both need a little less anger in your lives and a little more Alienware harmony.

 

How do I contact a rep on here? Or how do I get to escalate my case? I spoke with one guy at the support center and then his manager and got no where.

Thanks for everyone's advice.

 

Hi there! I'm an Alienware Rep. here :thumbsup: .Send us an e-mail to [email protected] with your service tag and we will review the case and help out as much as we can.

 

I had this issue with my m14 R1 The tech actually broke my keyboard and the same tech came 3+ times and couldn't even out the keyboard anymore. I simply returned it to Costco because I was impatient but I'm sure Dell will look at ur case after 3 times!

 

That's awesome! That really makes me feel more comfortable buying Alienware, with people like you around!

 

The tech came Friday and was unable to repair it.
I was on the phone with Alienware for over an hour and they STILL want to try and repair it again. Apparently they think they can fix it the 5th time (just like they thought they could fix it every previous time). I'm awaiting their response to a system exchange request (which they seemed very reluctant to do) and I will update with any news.

 

Good luck. Make sure they know to go over the specs with you BEFORE it is shipped if it is approved. They sent me two downgrades because of a failure to do that, and I sent them both back.

Sent from my GT-P7310 using Tapatalk 4

 

I'm not sure who you've been talking to but you should escalate your claim to a supervisor. I had an issue with my XPS 14 and had to speak with a supervisor before they offered any assistance.

 

I've spoken with two managers (supervisors) at the call center.
One of them just called me and they still want to try and repair it.
He himself said that after 2-3 repairs if the problem isn't resolved then the next step is a replacement.

BUT, he says that my 4 repairs don't count as repairs because the parts weren't replaced... which they were... because I had 3 different motherboards in my system... so now they're blaming their technicians... and I'm laughing because their own repair depot couldn't fix the issue (that was on the 3rd attempt).

Time to get a lawyer involved, emailing heads of the company, and going through the BBB.

I will report back with any updates, but so far I can say, Alienware has lost a once loyal customer and many others because I will spread the word about this.

 

Update: I sent a message to the BBB regarding this issue (case #9754884).
They forwarded the message to Alienware. I get a call from Alienware that they will replace my laptop with the 14 (I had the previous gen m14x r2).
They offered a refurbished unit (which was fine as mine was refurbished). However, the specs were worse than my original system's specs.

I let them know that and after a week of being unable to get one in inventory, they offered a new system replacement.
The new system replacement they offered me also had worse specs than my original system.
After I stressed this, they agreed to give me a system with equal to or better specs.

I received the system and all was well. They gave me a 3-month "grace period" (although I was told it would be a 3 month warranty extension) in the event that anything happened.
I purchased a 2-year warranty for the system at a higher cost than when buying a new system.

I'm happy that Alienware responded and gave me a replacement, although it took a lot of back and forth.
I hope this new system doesn't have any issues, and if it does, I hope Alienware's response is better the next time around.

 

what was the spec of your new replaced machine?