Another bad replacement R3

Today I just got another replacement R3 and right when I take it out of the cover that Alienware hides the computer in, I find that this looks like another refurb. There are alot of scratches on BOTH speakers, some scratches on the palm rest and a raised media bar.
http://i654.photobucket.com/albums/uu266/idie970/SAM_0491.jpg and http://i654.photobucket.com/albums/uu266/idie970/SAM_0495.jpg

I'm on the phone with alienware right now and so far I have been connected to 4 different people, Regular Tech support, SRS, Regular tech support, and a Supervisor. I kept demanding a replacement or a refund from all of these people and they all said that I've had too many replacements and all they can do is send out a tech to replace the parts.

Edit: Unrelated, but I think there is going to be a A05 bios update soon, I looked in the bios and this one has A05 already on it

 

Ohhh bios update, more then likely adding support for the 6990 and the new nvidia card.

Good luck with your journey to get the parts replaced. I had to basically demand that they give me a new rig and not a refurb.

 

Kevinmajere, Thanks for the good luck!


Would anyone know what all these parts are? thanks for any possible answers

WMCFH ASSEMBLY..., PALMREST..., W/TPAD, M17XR3 00001
3R690 SCREW..., 2.5X8, #1- KSH, MACHINE SCREW..., CADMIUM PLATED STEEL... 00004

 

The first part is what it sounds like, its the touchpad and palmrest surrounding it, the piece consists of all the soft touch rubberized on the top, it also includes the shiny black plastic on the front and the 2 glowing speaker covers.

The 8 screws are the ones holding it to the laptop.

(I took my laptop apart, that's how I know )

 

Thank You for letting me know what the parts are Beradon

Also, I'm guessing that the screws are Cadmium Plated?

 

Hey you should not accept that damaged looking computer. If you need your issue resolved the best thing to do is send an email to [email protected] and that goes to the corporate office in india, they are usually helpful and can set you up with a brand new replacement if you get the right rep. Just stay calm and explain the situation and send them a pic of what the computer's condition came in. I would be very mad if I received a computer looking like that and would not accept that garbage!!!!! Just wondering how many replacements have you had exactly?

 

I've had 4 replacement R3s since 3/11/11 - today and all of them have had something wrong with them right from the box.

I believe the R3 has really gone down in quality compared to the R1. Had only 1 replacement over 1¼ years, before getting a free upgrade to the R3.

 

The tech came here today and there wasn't even a replacement media bar! All they sent out was the palmrest, and now it seems like the media bar is popping up even more than it was before!

Is there any way that I can get up to higher level support instead going through regular support? I'd rather get a replacement instead of having a tech come out and keep replacing parts on a few day old computer.

Thanks for any help!

 

Yes like I said before send an email off to [email protected] and explain your situation thoroughly and be polite, don't send off a nasty email and you should get a brand new replacement. Now it also depends on what rep gets your email if they are helpful or not but this is going to be the highest support at dell you can contact which is dell corporate. Try that and report back if they get you set up or not. You will usually get a phone call or email reply within 24-48 hours after contacting them. After I received 2 bad replacement refurb they hooked me up with a brand new replacement which is in production right now!!!! Hope this info puts you in the right direction. =)

 

the media bar on my refurbished unit was like that as well. Nothing some super glue couldn't fix.

 

Are these M17x R3 replacements the same "Certified Refurbished" units that they sell at the Dell Outlet?

 

So OP, what's the verdict?

 

Possible, however I remember when my latitude had issues and I saw they had a replacement in outlet just like mine. However I was shipped a new model instead.

It could be a special or different inventory for those who bought it new vs bought it from outlet.

Who knows though...

True, but for a 2K machine you shouldn't need superglue

 

When I've taken my R3 apart, the media bar has lock in latches on it, now dont crank down on it, but push down firmly, it may pop in. You should have to do this around the top and bottom of the keyboard.

 

Right now I'm doing what nastynate suggested and I'm going to see how that turns out

Thanks for the info nastynate! I just emailed them and now I hope they can help me!

 

Nastynate, Thanks for giving me that dell email!
I got a call back from them today, and I got a great rep that said he would get me a brand new replacement, and that he would personally send the request to the factory to make sure its new, and when it gets to me, he will call me to make sure it works right!

 

That's good that you got everything worked out for you!!! A new order number will show up in your account soon and you can see what is being built as far as the specs go. You can also tell if it is a brand new replacement in the order number because the part numbers will have all numbers in them. Like 123-4567 instead of all letters which are refurbished parts.

 

Did you end up getting a replacement? Any update yet?

 

every time I read your story I'm getting into sager and other clevo models even more! if nothing good with [email protected] , demand a full refund and buy another laptop! I'm afraid you will get the same with the M18x!

 

The replacement got to me yesterday, and there wasn't any scratches on it then, but when I looked at the computer today, there were these scratches! And there is also a small gap where red light can escape from the back of the lid from the alienware light below the screen. http://i654.photobucket.com/albums/uu266/idie970/SAM_0520.jpg

When the rep called today, I told him about the scratches and that gap, and he said that this was damaged in shipping and that he would send another one and personally follow up on this again. Now if this one doesn't come working or looking right I am definitely going to demand for a refund.

 

Wow what the hell??? I thought he said you were getting a brand new one sounds like you got another refurbished computer that again is beat up what bs. I got ahold of a corporate rep at dell and I was issued a brand new replacement came with the original box and accessories. I originally purchased a refurb from dell outlet it was all beat up and went through 2 more refurb before a nice corporate lady issued me a brand spanking new one. Sorry that you keep getting the run around. demand a brand new one, try talking to his/her supervisor or try resending a email to [email protected] and see if you get a better rep cause he blew smoke up your a$$ about making sure you get a new one which was a lie. I hope you get a new one you deserve to after all this crap!!!!!

 

I just emailed them again, and now Hopefully I get someone that can finally put an end to all these refurbished ones that are promised to be new

 

Ya I know what you mean, if you get a brand new replacement it will be in a retail alienware box with the accessories like the alienware hat, mousepad and sleeve, I mean everything. The refurb ones come in a generic brown box that just says dell on it, so that's how you can tell if you get a brand new one or not. Also if you look at your order number and look at the parts if the part number are all letters like abcdef its a refurb if it is new you will see like 210-0954 all numbers in the parts if they are new.

 

Weird, all of my replacements have come with that, and have numbers for their part #, but when I take them out (and I take them out very carefully) they look like they're refurbished So if these are new ones then they have something wrong somewhere in the process of getting to me where it's being scratched.

 

Actually the issue to differentiate is simple.

I have had couple of replacements over the 3 years i had started using dell/alienware. When they say WUR its basically " whole unit replacement". They will call and discuss with you the quotation. It would be a fresh order. They would send it to you for you approval and agreement.

And you can track the production. I do remember getting one from the Indian Dell Factory - Dell XPS M1530 in 2008. Everything was fine but it had some weird scratches on the touch sensitive panel. I think that was not due to refurbish but defective or mishandling by the workers ( Dell had just opened a factory there).

Alienware system coming to India comes directly from China. The Dell India team places the order with Dell Malaysian and it goes into production.

What idie970 got was definitely refurbished. But remember, refurbished should mean exactly as it means "refurbished". They should have removed and replaced whatever aesthetic or technical components necessary. Not just reinstall software and pass it on. But here lies the problem.They dont fix the issues properly. Nonetheless, if idie970 shouldnt except it irrespective of however many times they have sent a refurb thats unacceptable. Nor should he except a refurb looking when they have promised a WUR. That is fraudulent. Always ask for order no. etc to track the production. If they refuse then let all hell break loose.

They are only supposed give whole unit refurbed models for older notebooks that have run down but are still in warranty.

Good part may be salvaged and sent into warranty part stock, that is acceptable. But putting it as whole and sending out is not ethical.

Another reason why they dont get spanking new parts each time for technical issues is because Dell factories do no stock up components. This is why they are located in economic zones which houses several key component manufacturers. When orders are sent, request for parts are sent out to these locations. And then they are in return dispatched to Dell factories and placed in the production and assembly bin. This is how Dell maintains its production facilities across the world. Stocking up takes place in realtime, based on realtime production, not projection of production.
Much of refurbished model redistribution is done in North America. I was told they dont do that here in Asia Pacific because they get into all kinds of troubles with customers.

 

Does your replacements come in the retail box like if you bought it new cause it should if it is a brand new replacement, or is your's coming in a brown box with dell on it?

 

All of my replacements have come with the retail box, but come out of it with all these scratches.

Also, I got a call back today about the email and with my luck it is the EXACT same person! Now I'm not sure what I should do.

 

I emailed corporate support as well and they have called three times to check on the status of my situation but have not offered to do anything about it. I spoke with them today about how I had just tried to place an order via the EPP program to take advantage of the current 25% off sale and buy a new computer to replace the one that has been a nightmare but was refused even though I am a valid EPP member. They didn't do anything for me other than say they will call back to see if tech support has gotten the parts shipped to try and repair the old system. I have been dealing with Dell trying to get a working computer for a month and not even the corporate support has done anything. I am stuck waiting on a whole boat load of more refurb parts to try and fix a system that will not even power on. They told me that they would be sending every part for the computer except for the chassis. Five tech visits and they absolutely refuse to ship a replacement unit.

 

Well good luck report back if there are any updates.

 

Demand a replacement or a full refund. Threaten to take legal action if they refuse. You're entitled to a replacement or refund if they are incapable of giving you a brand new and fully functioning laptop. If their terms and conditions says you can't get a refund then bring them to court because it will have no legal binding.

 

There are 105 reasons to buy new and now you know them.

 

I got a call back from the rep today and he said that it should be shipped out in 2 days.
Maybe he isn't messing with me again, and that this one will come with nothing scratched and works right and if it doesn't I will be demanding for a refund.

 

What a bunch of bs I been going through with dell it is not even funny. I am going to explain everything in detail. The first replacement I received from dell was a certified refurbished computer and it was damaged out of the box. I mean it look like someones dog took their claw and ran it across the bottom of the chassis. So I called Dell and finally after being transferred 50 times I was setup with another refurbished replacement. The second one they sent me was wrong configuration with a downgraded display, they gave me 900p instead of 1080p screen. I finally got fed up an emailed [email protected]. I got a response within 24 hours and the rep set me up with a brand new replacement with an upgrade to the gtx 580m from previous amd 6970m. I was happy but upon it arriving after a few days I had multiple issues. The dvd drive would make loud clicking noise, stuttering in games with graphic card, and it shuts down randomly. I tired emailing the rep handling my case and guess what she will not reply to me, will not call me back or anything. Are you kidding me??? What a way to treat someone having problems. So I sent another email to michael asking for someone else to help me out. I got a shipping label to send my old computer back but I refuse to do so until they issue me another brand new one, and if they don't I will keep old one don't really care if it hurts my credit at this point. F dell. Running out of options at this point and a refund is not one of them!!!!!

 

Good news!!!! My replacement came in today and it has no scratches, raised media bar, and it turns on and works fine, as of now, and I hope this one can finally keep working!

 

that's a good news have fun with your beast, I'd demand a refund but I think I'll do the same, getting replacement until the perfect one arrives

 

I'd love to know, if you please