A little story about Dell/Alienware

Just wanted to tell my story about my Alienware Exp..

Bought a new m17x r2 off of Newegg for 2799.00 in Feb. First day had track pad issues, and Light issues...called AW and they sent out a tech next day and replaced them and they worked fine..

Then about 3 days later my 2nd GPU went bad and called again, well thats when the Sh@% hit the fan,, they ordered me 2 new GPU's and then they cancelled them, re-ordered them then they where on back order, then cancelled,.....2 weeks laster

They asked to just send the laptop into Depot service so I said ok, sent in and 1.5 weeks later I get it back with the same GPU's just a different Motherboard. And it had a broken front end, track pad not working and it would not boot....
30hours on tech support now..

So they send a tech out and replace 8 parts in my R2.., motherboard, GPU's, trackpad, ram, CPU, hard drive etc..Did not work no picture flickering lights etc....tech guy called AW and said in his own words, THIS THING IS A PEACE AND NEEDS TO BE PUT IN A WOOD CHIPPER...

So they replaced my laptop with a Refurb with only half the specs I had and it has a scratched screen, not the same color, one GPU instead of TWO GPU's etc, called again 35hours now on tech support,...

So now they are replacing my R2 with a R3 but they messed up on my config, and it sat in production for 10 days and countless calls saying the specs where wrong, they cancelled my order and put in a new order with the new specs, now I wait again..the order was put in on the 14th..Awwwww..

I have been really really nice and I just want my laptop that works....Just had to vent...

42hours on tech support!

Cheers

 

No going back, but I would have refused the replacement with half specs. Do you still have the bad R2 while you wait for the new R3?

 

Ya I didn't know it had half the specs, I told tech that I was going to refuse the delievery and he said that would only delay it even more so I took it. I am typing on the r2 as we speak..hahaha

 

I would just wait for the M18X and try to get that. their policy is equal or greater specs for replacements

 

I personally do not think they would go for exchange like that... m18x is different line, I think they will just tell you "sir you have purchased m17x, not m18x, this computer is better what you have", but thats just IMO
I am personally in completely same situation buddy, i feel for ya

 

I even have an extended warrenty with accidental..hahaha at least I am getting something, problem is they replace with like or the same specs not price. I asked them how can that be, an r3 with almost same specs cames out to 2100 thats 600 less than I paid and it was only a month old..Well I guess I am getting a new pc...so I shouldnt complain to much I guess.

 

How did you get an estimated delivery date? I have not had one yet..What is with that? both the first r3 exchange and the next r3 exchange..And they can not tell me why..Anyone know

 

That sucks, but it looks like your persistence paid off; they're giving you a new R3. Hopefully it comes with MAX specs for your troubles.

HOWEVER, if you run into this problem again with a new purchase, just return the laptop to the reseller (Newegg, first 30 days for exchange). No need to do Dell a favor and take ownership of a lemon; just send it back.

Good luck

 

That is not true.I had m1730 that got upgraded to a M17x r1. By the warranty they have to prove you like for like if you raise enough crap they will give you a two card system if they no longer make a M17x with two cards then they must give you a system that has 2 cards(only M18x soon).

 

I asked rep to mail me order, since they do it through dell website, i saw an EDD there. it will ship in 3-4 weeks from the day they ordered. yesterday i received order number, so i can see my order on dell website now
p.s. don't worry that much about money, what i have is 5k dollar specs and what they are giving me is 3.2 but overall i think still good deal and i got it refurbished for twice as less + while i was negotiating replacement they sent me an extra solid state and headphones before they agreed to replace the system....
even though pain for 3 weeks, i think (hopefully) it will be all good.

 

my argument is m18x is a totally different line. m17 series is 17 inch series, whereas m18x is a 18.4 inch laptop. i can tell you A LOT MORE: for some reason when my tech was creating order he saw i had not 1200p but 900p and making new R3 he selected not 1080p but the lower one, even though my machine is a lot more expensive, but hopefully i managed to explain i had a 1200p screen so he made it 1080p. bigger argument is that they can easily find him a refurbished R2. I got r3 only because i filed a complaint that i don't want a refurbished replacement like 2 times.

 

By the time I got my laptop back from Dell Depot it was 36 days so Newegg would not take it back. As for me getting a Refurb..No I paid for a new laptop and they should give me a new laptop, Its not my fault they pulled the r2 off of the market 10 days after I bought mine. If I bought a refurb I would take a refurb for trade, but I paid 2799 for mine and a refurb with same specs comes to 1800. Thats why they are giving me a new r3. I would under stand if I had my laptop for 5 to 6 months but I didn't. At least Dell/Alienware is standing behind me.

 

What I meant was, on your next purchase, skip Dell Technical Support and just return it.

 

well I guess ur all good except for time u spent waiting for a laptop...

P.S. had i no need for mobility. i would NEVER get a laptop, especially an expensive one... but i travel round the world at least 4 times a year so i need something with me to keep days shiny

 

Ya I need a laptop, I work two weeks on and two weeks off.....Traveling is all I do hhaahaha

 

Well just got off of the phone with Dell/Alienware I will have my r3 on Thursday the 21st. I think that is a record order was re-puttin on the 14th of this month. I did not trust him so he put me through to the order status phone and it says my system is in the build stage, then it goes to testing and then will be shipped out on the 20th one day air. Sweeet

 

@rotorbeer - i hope all works out man.

@leo - r2's specs + color in your sig, is one sexy beast. well, colorwise, almost as sexy as mine!

 

Dell's Customer Service can be a total POS, but sometimes it works out in your favor. My best experience from them was a free M17X (about 2 years ago). I ordered an M17X w/ t9600, dual gtx 260m's, 2x500gb's, 8gb memory, wuxga+ screen. The Dell rep took down my info incorrectly (she mixed up my 2 payment methods), and so the order was canceled. I had to talk to a supervisor. Gave him the specs and price of the system I had originally ordered. 2 days later he was able to order that system for me (but he rang it up as a replacement, and didn't bill me). I called to pay for the system, but 2 hours on hold/being transferred was my limit. I ended up getting a $2800 system (according to the billing invoice) for free. I thought eventually they would mail me a bill, but 2 years later and still no bill or collection agency.