Alienware m17x r2 refurbished - resolution

UPDATE - Dell refuses to provide a replacement, has forced me to take a refund to purchase a new computer.

The information below is from the initial post.

UPDATE 2 - As for an update for everyone - the only guy who helped me during this whole debacle was fired from Alienware.

After speaking with the guy for upwards of 2 hours daily for almost 2 months, we kept in close email contact. Dell/Alienware wasn't happy with the lengths he was going to trying to help and canned him.

I'll never buy another Alienware/Dell product ever.

If anyone out there is thinking class action lawsuit, count me in. I have dozens of emails, phone records, pictures, you name it.

The initial story -

After having a tech come out, attempt to fix the computer and fail, I am now being given a brand new M17x r3.

Here's what I purchased for 1400 after tax

NEBULA RED m17x r2

I7-720QM 1.6GHZ
8GB 1333MHZ DDR3 RAM
256GB SSD
BLUETOOTH MODULE
SLOT LOAD BLURAY PLAYER
17 WXGA+ SCREEN
1GB 5870 GRAPHICS CARD


Here's what I am being given as a replacement - Brand New

NEBULA RED m17x r3

i7-2630 QM 2.0GHZ
8GB 1333MHZ DDR3 RAM
750 GB 7200 RPM HDD
Bluetooth Module
Slot Load Blu Ray
1920x1080 LED 60hz screen
1.5 GB Nvidia GTX 460m
Wireless N+ 2x2


After getting hung up on, lied to, being sent the wrong parts, and now unable to fix - alienware has finally done the right thing.

It was long, it was painful, but I am happy.


If anyone else has refurb problems please PM me and I'll get you in contact with the right tech support reps.

The best number to use is 1-866-287-6727 for the costa rica office. THESE GUYS KNOW WHAT TO DO FOR SOMEONE.

 

Congrats man!

 

It's always nice to hear good things from customer support, especially from dell. Glad to know there is still hope lol. Enjoy your R3! I'm sure you will

 

Sweet you made out like a bandit considering what other R3 owners paid for their systems. Congrats.

 

Yea. I lucked out. I just hope other people don't have to go through what I did, even though it was better in the end, I've been overly stressed for the past few days.


Looks like it's time to update my signature...

 

Glad you got it sorted out ! thats an awesome deal ! Props to Dell for stepping up.

 

I couldn't have been more pleased then to see this forumn today.

Hello All.

I am going through the exact same problem as you have mentioned. I am currently the owner of an Alienware M17x R2. It recently died on me and they sent a Tech to replace MB but it still did not work. They are now sending me a M17x R3 BUT I am not sure if it is better or not. My R2 is also Silver and they are sending me a black one. It would be nice if they would at least send a silver one again or better yet a Red one. lol I am so tired of talking to the Alienware tech support and I am not sure if I spoke to the Costa Rica Techs you speak of. I just called 1-800-Alienware. Did you really have better luck with the Costa Rica Techie's?

Also, my R2 currently has the Dual 5870s. They are trying to send me an R3 with a single 460M. I heard these were not to great but still capable of running all gaming software. Do you have any recommendations or suggestions since I am so tired of being stressed out about this ordeal? Here is my R2 specs with the Replacement R3 Specs following...

HERE IS THE R2...

Base,Notebook,Silver M17X10
Module,Processor,Clarksfield,I7-820QM,1.73,M17X
Module,Liquid Crystal Display,17Red/Green/Blue Light Emitting
Hard Drive,500G
Card,Graphics,5870,Parker,DUAL,Mid-Life Kicker
Dual In-line Memory Module,8GB,1333MHZ,DDR3,2X4G

And the Replacement R3 Specs are...

Black Case
i7 2630QM 2.0GHz (2.8GHz Turbo Mode, 6MB Cache)
8GB Dual Channel DDR3 at 1333MHz (4DIMMS)
1.5GB GDDR5 Nvidia GeForce GTX 460M
750GB 7,200RPM HDD
17.3-inch WideHD+ 1600 x 900 60Hz WLED

Everything else is pretty much the same. Do you think this is a good deal and should I accept the replacement and be happy with it OR should I try to ask if I can change somethings? I would rather have things like my RGB screen, different color case (don't care for the black look at least of the R2), and not to sure about the GPUs. Any help would be much appreciated.

 

The GPU they are giving you is not even as strong as a single 5870m, they also need to give you a 1080p screen. If I were you I would accept no less than a 1080p screen, 6970m GPU and the rest looks fine.
Here are some GPU benchmarks, see for yourself how bad they are trying to rip you off. http://www.notebookcheck.net/Computer-Games-on-Laptop-Graphic-Cards.13849.0.html

 

Congrats man, the only thing I would say is you may want to try for a bit more on a few things. The graphics card is quite a bit of a downgrade as the 5870m by itself is a bit more powerful than a single 460m, when you have Xfire 5870's the only one that comes close is either the 580m or 6970m. On the CPU I would try for a 2720qm but the 2630qm is still good. On the screen don't accept anything but the 1080p screens as the 1080p is still sub par by a bit when compared to the RGBLED. Aside from that I think you did pretty good.

 

Thank you for your knowledge and great comments.

I am on hold with a Tech as I type. I do not think they will change anything but I am going to try my hardest. I definitely do not want a downgrade. Thanks again for all your help!

 

CATALAN, Your getting jipped out of your ssd...could sell the ssd and buy 2 of those 750gb drives...

 

Agree, at least get the 6970m GPU and 1080p screen. Maybe you can even push for an m18x at most for Dual GPU.

 

Unfortunately they pulled this resolution out from under my feet twice.

I am now waiting for a refund, they refused to send a replacement.

So now I'll be paying way more for less.


Dell sucks. They treat customers like crap.

 

Tell them you don't want it. Continue to ask for a manager and escalate it. Don't let them take advantage of you.

 

Right now I have an "executive customer specialist" looking into it. I sent an email to Michael Dell, and this is the person supposedly trying to fix things.

Problem is she doesn't seem to be doing anything.

I tried contacting the BBB online, but it said I'd have to visit an office in Texas to file the claim(im in NY).


This whole thing has been insane.


I am going on day 38 I think, with dealing with Dell service.

 

Hey All. Just wanted to get a little feedback from you guys. I believe I finally got Alienware to replace my M17x R2 with a M18x. Here is the specs that they are sending me. Let me know if it looks good or should I be changing anything if possible....

Quantity Item Number Description

1 225-0887 Alienware M18x Space Black Anodized Aluminum
1 310-0173 Airborne Documentation, System Exchanges,Factory Install
1 313-8791 AlienFX Color, Mars Red
1 317-6849 8GB Dual Channel DDR3 at 1333MHz (2DIMMS)
1 317-6854 Intel Core i7 2820QM 2.3GHz (3.4GHz w/Turbo Boost, 8MB Cache)
1 318-0770 Internal High-Definition 5.1 Surround Sound Audio
1 318-0843 Slot-Loading Dual Layer Blu-ray Reader, BR-ROM, DVD+-RW, CD-RW
1 320-2269 18.4-inch WideFHD 1920 x 1080 WLED
1 320-2270 Dual 1.5 GB GDDR5 NVIDIA GeForce GTX 460M
1 331-2425 Standard Nameplate
1 331-2428 Alienware M18x 330W A/C Adapter
1 342-2628 750GB 7,200RPM SATA 3Gb/s
1 410-0548 Adobe Acrobat Reader
1 410-9453 McAfee Platinum, 15 Month, MUI
1 420-9691 DataSafe Local BackUp
1 420-9956 PC Restore
1 421-0092 DELL-DOWNLOAD-FLAG
1 421-1305 Roxio Creator Starter
1 421-1723 Soft Contracts Dell In-Home Hardware Agreement for Alienware
1 421-5099 Alienware Command Center, M18X
1 421-5789 Genuine Windows 7 Home Premium 64 bit Service Pack 1, English, w/Media
1 430-4150 Intel Centrino Ultimate-N 6300 a/b/g/n 3x3 MIMO Technology
1 469-0549 Bluetooth 3.0

 

I am not sure if I like the Space Black casing. I was hoping for the Red but I guess I will settle for it. lol What you guys/girls think about the processor, video card, and screen?

 

The gpu they are giving you is weaker. They are also giving you a $120 HDD to replace a ~$400. I would not be happy in the least.

 

To replace a $400 what? What should I try to change, the hard drive? Also, are the NV 460m GPU's any good or should I try to get another one or buy another one? I am at a lost. Mostly want this lappy just for gaming.

 

As for an update for everyone - the only guy who helped me during this whole debacle was fired from Alienware.

After speaking with the guy for upwards of 2 hours daily for almost 2 months, we kept in close email contact. Dell/Alienware wasn't happy with the lengths he was going to trying to help and canned him.

I'll never buy another Alienware/Dell product ever.

If anyone out there is thinking class action lawsuit, count me in. I have dozens of emails, phone records, pictures, you name it.


Cheers.

 

Terrible customer service = Dell

 

Just tried to downgrade a few things such as the CPU and RAM for an upgrade on the GPU to the 6970m CrossFire and from the 720GB HD to the 500 Hybrid solid state HD and they said they cannot change anything. Oh well. I guess I will have to settle for what they are sending me. Just hope it runs as well as my M17x.

Anyone know if there would be a huge noticeable difference from going from the 460M SLI's to the 6970 CrossFire's?

 

You can always sell it unopened and put the proceeds toward the system you really want.

Cheers,

 

That sounds like an awesome remedy but I am not to sure how my warranty would be transferred back to me. I just purchased a extended 3 year warranty.

Also....

Anyone know if there would be a huge noticeable difference from going from the 460M SLI's to the 6970 CrossFire's? Would it be worth it to actually just buy the GPU's from somewhere and install them myself when I receive the M18x???

 

You would not be able to transfer the warranty to yourself for a future machine. Just add it to the resale value if you plan to sell. About the GPUs the Dual 6970Ms are much more powerful than Dual 460Ms. Check for yourself. Computer Games on Laptop Graphic Cards - Notebookcheck.net Tech

 

Agreed, unfortunately the best Nvidia cards for that are the 580s, which will murder your wallet.

@jamster001
I was a former M11x R2 owner, absolutely loved it. Loved the flash and build quality of the Alienware as well. Due to Dell sucking at customer service I was forced to look elsewhere.

The computer in my tag minus the ssd was 2511.00 total, may want to check it out. Definitely not as attractive or fun, but it will get the job done.


Hope they treat you right and rectify this situation.

 

Wow...you practically turned 1.4k into 2k there. Well done man.