Alienware M17x R3 Replacement Question

Hello everyone and happy holidays,

I recently sent my 2.5 year old M17x R3 in for repair after an unfortunate incident with a glass of water. They claimed the computer was unable to be repaired and that they're trying to find a suitable replacement. One representative claimed that it will most likely be a refurbished R3 or R4, which I feel is an undeserving exchange based on what I've seen throughout the forums with everyone getting new models. Any ideas as to what would be a reasonable replacement? I was really hoping for a new AW 17 model.

Thanks in advance

 

Hi there

Honestly man, you gotta see it from the other side a little. 2.5 years into a 3 year warranty and the laptop has an accident, so the paperwork gets looked at. I do know of a situation where dell withdrew all accidental warranties in a country I was working in. Reason 'Too many claims when the warranty expiry approached'. Of course this was not the official reason.

They offer to give you an equal or better model but no new one - sounds reasonable - as long as it IS same or better. They can't keep you hanging on though unless you let them. Push for a resolution date otherwise you're just waiting for one to turn up

If they can't find one in the outlet that you accept then it moves to a new build. Check out the link in my sig

 

From what they are telling me, they try 3 times to match a refurb, and if they can't meet or exceed your specs then they will build out a new machine. We shall see, in my case...

 

Read your post, nice advice. I will wait for a call on Monday and if nothing by the evening push for a replacement ASAP. It has already been 2 weeks and I have not even got a replacement system proposed. I understand that it is completely fair to get a refurb unit, but honestly they can keep those units to themselves

If I get an R4 with a 680 or 7970 I think I will settle but I hope they don't have those units either. You think I can push for a 17 model? I am sure they have refurbs of those too, which I would accept.

Hmm I see. Well best of luck to both of us.

 

Unfortunately making people wait while they find a replacement seems to be standard practice these days . They should be looking at a new model refurb as well so it doesn't hurt to mention it as an acceptable machine. Try not to mention a new replacement too often as this tends to sound like you are just interested in a new machine and not resolution to your problems (but of course the frustration level says they should consider new it by now!).

Fingers crossed for you

 

We will try to provide you with whatever you had, but if we can't match the performance we'll give you something better. That's the policy like. So no worries, you'll get what you had or better

 

I must say, even though Dell did take a long time to send out the system after they deemed it unrepairable I will be getting a brand new Alienware 17 on Monday! Great specs too, better than I expected. So a big thanks to Dell for coming through.

 

Yep, finally got my replacement authorized and specs Friday, and the specs meet or exceed my current R4. Already 1 month into the repair/replacement support experience, so hopefully my new 17 will ship soon.

 

Always have patient and you will
be rewarded. Let the warranty department do its thing. Glad you guys got taken care of.