Alienware Frustration! Do I Have to Accept a Refurbished System?

Hello everyone,

After a long and grueling process, a number of parts replaced and switched out, Dell decided to just replace my M17x R4. Now the person who submitted my request told me that it may take 2-3 weeks for them to find a refurbished system as a suitable replacement for my computer. Do I have to accept a refurbished system? People can purchase refurbished systems. I did not purchase a refurbished system, so do I have to accept such an item? I believe they are still making my model, therefore, I should be able to have my computer built? I paid for a new computer and not a refurbished one. Can anyone help me with this?

I've been having problems for quite some time now. My current computer is a replacement computer (which I watched them order) and it isn't even a year old. I rather keep my computer than opt for a replacement... nostalgic like that. However, tech support said they do not want to continue throwing in parts (especially after they witnessed my horrors while remotely accessed to my computer). Any advice would be very much appreciated

Regards

 

Unfortunately I think thats how it works, once you get past a certain point in ownership, they replace it with a refurb model. Kind of lame, but it works that way with a lot of things.

I could be way off base, but im pretty sure that's how it is. someone else who knows better might chime in soon.

 

I've heard that customers were told that a couple of times recently, but I have never seen a report of it actually taking place. If they are replacing your system it will most likely be with a new 17 since the M17x R4 is end of life. Getting it replaced with a refurbished system with the same or better specs would be an acceptable solution, but waiting more than a couple of days for something to surface would not. They either have one available now, or they do not. If you've already been struggling with a system that does not work correctly, I don't know why they would expect you to wait longer. If they haven't contacted you by Thursday with a replacement, I would call back and politely request an escalation for timely resolution.

 

I totally agree with Mr. Fox. It would not be acceptable to be 'kept waiting' for Dell to actually get a comparable replacement machine come into stock. That would only compound upon your current level of frustration.

Not quite sure what you meant by this? - If you meant that you would rather a new machine AND be permitted to keep the older one, I don't think that will roll. If you get a new machine, the old one will almost certainly have to go back in it's place. It would probably be the same even with a pre-owned or refurbished machine.

I think a lot depends on your location. If you are in the US, they (afaik) have a lot more machines returned and in stock in the Dell Outlet compared to other Countries. I am in the UK and although we do have a UK outlet, finding an Alienware of any kind is not something that happens on a regular basis - unlike the US outlet. From that perspective, the options for a refurb may be seriously reduced anyway, resulting in a new build.

 

Re-read his post again. He is saying that he prefers to keep his current system and get it repaired. BUT it seems like they don't want to waste the time/money on fixing his existing machine but rather replace it with a refurbished one.

 

Send us an email at [email protected], include your service tag and a link to this thread so I can look up your case quickly.

I'll get back to you as soon as possible.

 

What is your current model..They have just started producing the new variants hence since you are in Alienware section I believe your must have reached end of production. So they are not going to feel encouraged to do a system replacement for you no to mention the headache of parring the cost and spec with what is available in the market.

In Asia if they going to replace it would be new, no compromises as far i know. We dont have a local production unit for example in Malaysia so its always going to be a new unit from China. In India its even worse they will offer your straight up monetary refund rather than replacements because if replaced it will be brand new too.

If you are in Europe or the US things work a little more differently. They tend to try push you a refurbished model. In Asia returned machines are taken apart and parts inspected and kept for warranty part replacement calls. In the US. they have large depots etc where they process these returned machines to reduce brand new replacements. Why the difference? Perhaps Asians will eat Dell's head and its not cost efficient for them....And in US Dell can walk away showing clauses and its logical in terms of cost efficiency as machine returns in US is far more higher than places like Malaysia. Over here they do major part replacements maybe 3 or 4 times after which they usually comply for system replacement.

 

It depends on the region and the exact terms of your warranty really. But a refurb should be good as new condition at least.

 

guys alienware all ways offers a refurbish system on replacements.. even if its brand new.. if its past its return period and some thing happens that the system needs to be replaced it will be a refurbished system..

few get the holy grail upgrade new in box system replacement.. and even when they up grade you you still might get a refurb

 

I think the above is greatly dependant on your Country of origin/purchase. For example, in the UK, Dell seem to hold very little inventory in their 'outlet' that is Alienware related. I have had a fair few replacement machines and every one has been a new build. That might be policy in the UK or it might just be down to the fact that we don't have much refurbished stock availability for a 'like for like' refurb to come up as an option.

 

We usually provide refurb when the machine has been with the owner for more than 60 days (brand new order, not applicable for replacements or outlet). But this definitely depends on every country's laws.