[Question] System exchange came damaged/broken

Hi Everyone,

After many more failures, and depot shipments, than I wish to remember my system was exchanged with an AW17 R1. My question is, the new system came with some damage and it is amazing that the unit passed QA. Anyway, I see on these forums that Alienwares' QA is not what it once was, but should (or can I) push for another replacement or do I just have them replace all of the parts? The offered to do an onsite repair, but my local (dell) guys, in my area, are known for breaking parts and fudging things back together...

Problems:

1. GTX 780m card is not detected in the BIOS (bios updates, defaults, etc has not resolved)
2. heatsinks are bent on the back of the unit (think of a window AC that someone smashed up)
3. certain keyboard keys make squeaking noises when they come up.

#1 requires a new motherboard and a new 780m
#2 requires a new chassis
#3 I do not know if I can request a new keyboard - even though it is annoying as all heck

This is a non-3D system so the HD4600 card still powers the system, so I guess that is how the QA tech missed the 780m card issue.

Thanks everyone for your insight!

 

Sounds to me like they sent you a refurb claiming new? Did you get a build document before it came for your approval?

It's dodgy ground as small print does allow any fix to have used (refurbished) components but at least for me in the UK it has always been new parts, right up to a new model (the R4 had just been released) built-to-order.

The machine simply is unacceptable. The warranty does allow for 'cosmetic damage' so the grills could come under that banner?

What country are you in? Service varies wildly by country and volume...

Get a statement from them also as to your warranty status on the replacement, it generally follows whatever local laws allow them to get away with .

 

Thank you for the response Mickey.

I am not disappointed about the refurb as my original system was no longer new, at this point, and I just appreciate that they were willing try something else. They did send me the specs, and service tag, before I accepted it. I am disappointed that the system made it past AW QA and concerned about the replacement options.

If they replace the chassis, motherboard, video card, and hopefully the keyboard then the system has had most of the major internals replaced and it should, hopefully, be like new. If they are willing to send out another exchange then it may very well have similar problems? I guess I was trying to see what approach is best to take.

The phone tech was willing the send all of the parts, but ownership has not been moved over yet and my biggest concern is that the local competency level, of the dell techs, has traditionally been less than desirable and sending it to the depot is probably better... but much longer. However, reading these forums, it seems like the AW depot can be just as bad, so that. Of course that is probably more YMMV.

I am in the US.

Thanks again!

 

The US eh? Beginning to see a pattern here. Cutting prices to be competitive has to come from somewhere. The usual practice I have seen is that if a refurb cannot be found in a reasonable time (5 working days?) then you get a new model configured to match your existing one. This is how I have an R4 for my original R3 purchase .

Seems they are now treating AW customers more like the competition does and fall back on small print excuses.

I have also heard some horror stories of US on-site 'techs'. Again, guess I have been lucky but I've had four home visits and every time they knew exactly what they were doing. If you know how to do this stuff yourself then you usually can, but it takes some ba**s!

Watch the guy closely, as soon as you see something that looks wrong you stop them. Tell them you don't agree with the way they are doing it and you'd like to do it yourself. They are welcome to watch how it should be done .

I'd still try for a new replacement - there are plenty of examples to be found - check out my sig link.

Good Luck

 

Replacement only I would say, I would not accept a replacement system, which needs repairs straight away. Especially if you are not confident in local techs. Bent heatsinks might need replacing as well by the way. If the pipe inside breaks and does not transfer the heat properly, heatsink is useless. Simple test - get the cpu/gpu hot and touch the end of the heatsink near the radiator. It has to be hot if the heatsink works properly, so don't keep your finger on for long.

 

Honestly with that much to be looked at I would expect a new unit as that is a lot of problems that need to be fixed. Luckily I am in Canada, and they have to replace any of my parts with new.....I got lucky in that regard. If they wouldn't expect a new customer to accept that then I don't think anyone should.

 

Thank you all for the responses.

It looks like the Dell Supervisor is going to let AW support "deal" with the problems and I need to wait until the warranty has been moved into my name: currently it is sitting in a Dell warehouse (on paper). I completely agree that there are a lot of problems, but I am also reluctant to push the issue as Dell was extremely generous as I came from a maxed out XPS l702x.

I've replaced the boards on more laptops than I could count, and I have seen the l702xs' board replaced at least 8 times; however, it seems like AW would not allow a non-certified tech (me) to replace parts and keep the warranty? I would have no problem pushing the tech out and I already purchased some "Liquid Ultra" to place on the cpu/gpu on replacement as I since I saw it mentioned here.

Q. I saw that some people are removing the Liquid Ultra (LU) for warranty jobs. Should I use LU on the CPU / GPU or something less caustic or safer?

It is unlikely that I will often/ever OC, but I traditionally use (currently 1-3%) use 20-30% CPU and this system has been hot with only the HD4600 with Windows 8.1 running only Remote Desktop: HD4600 runs at ~49C, Cpu's at 49C and PCH at 60C. All no load on my lap and between 81-87C with PRIME after about 5-7 minutes. I use it almost exclusively on my lap and it is on for no less than 10-14 hours a day, so the cooler the better and I realize these new processors already run hotter than my previous.

The AW techs have all been extremely nice and at this point we had to leave the repair until at least Tuesday - because of the holiday and the offices will be closed for registration. He saw that the system was sitting in Dells hands, so he said not to worry about the problems and we will take care of everything.

I saw some references to warranty's on system replacements, but nothing specific. It looks like this AW17 was born on Oct 2013, so does it carry the rest of my previous systems' contract or the rest of this ones' year?

Q. I saw bobthedespot posting, but does Dell traditionally allow users to purchase another 2-4 years warranty on system exchanged systems?

Thanks again!