Anyone ever get a replacement computer?

Hello all,

Over the last 6 months my Alienware M17x R3 has had:

5 motherboard replacements
2 GPU replacements (580 GTX)
2 battery replacements
2 ac adapter replacements
1 Intel wireless card replacement
1 hard-drive replacement
1 armrest replacement
1 keyboard replacement

After getting motherboard #5 my M17x cannot recognize the 580 GTX so they are sending out motherboard #6 sometime next week. My computer seems to be pretty bad luck. Since this is the older R3 model has anyone had them send you a new R4 model or will they send my a refurbished R3 model? I asked about a replacement model and they said they usually consider it after 3 repairs, this will be repair 8 next week. They did not go in specifics about the replacement model. Anyone have experience with this? Thank you in advance.

 

some people do get replacement computers and if youve had all that replaced then i would say that you certainly qualify. most seem to agree that if something is replaced 3 times or more then you can argue for a replacement system. usually upgraded to like for like components when possible sometime people get upgraded components for their trouble. i have no first hand knowledge, just what ive read on here. i would call tech support and keep asking for someone higher up until it couldnt go any higher and then start talking about a replacement system.

also im sure you are frustrated, i know i would be, but youll catch more flies with honey than you will with vinegar

 

haha, thanks, if motherboard #6 does not work correctly next week, I will pursue a replacement system. I am just hoping it would be a new system and not a R3 refurb. I wonder if I can add some money and just get a new R4 system.

 

if you bought it new then your replacement should be a new system. only new system they can offer is r4. should also be like for like parts. example, if you had a 2760 then you should recieve a 3720. since you have a 580gtx they may try to pass you off with a 675gtx. i would argue for the 680 though if i were you.

 

I got a replacement system after I got 3 items replaced in my R1. The original and replacement is in my sig. I would fight for a replacement if I were you.

 

Thanks, will do!

 

Hi, I had my R3 replaced with a new R4 after about 6 months of problems. When they got to the motherboard (tech had already been out 3 times) I asked about a replacement. He said he would check, came back and said it was approved. I got a new one and dell called me back to configure it and confirm it was like-for-like since it was a different model.

Now, Dell do have in their small print that any part or a replacement can be a refurbished part and not new, so it's a dice roll. On my call he said he would check if the outlet had a model that was the same or better spec and he did that while I was on the phone. The new one had a better CPU (for all the trouble) and the 675 replacing a 580m.

If you do get a replacement make sure you ask about the warranty. At a minimum the outstanding period should be transfered to the replacement but I pointed out that I had not got much use out of it because of all the problems. I got a new warranty starting from the delivery of the replacement .

Good luck, you sure seem to have got a 'friday' machine there

 

Thank you for that advice!

 

i got my R1 replaced with an R2 after someone came out to fix my computer twice, and couldn't, then they had me send it down to texas to get fixed, and when they sent it back it still wasn't fixed.

i asked to talk to a manager and they immediately agreed to replace it

though after they replaced it, they've effectively screwed me out of any other tech support on way or another. Finding excuses to not fix this system either. (my warranty runs out in Jan. anyway so oh well i guess.)

 

Yes you can get a new system...I had the same problem. I had 3 motherboard replacements and 3 graphx card replacements, they opened my system so many time other things started to fail. All I did was file a better business complaint and in 24 hours Dell called me and went through and built me a new system. Under the fine print it say 3 failed fix attempts...good luck.

 

You definitely qualify for a system exchange. And you can push for a newer model R4. I had my XPS M1710 exchanged for my Alienware m17x R2. That thing had the same issues as your R3, multiple component malfunctions over a short span of time. Dell WAS going to exchange for an XPS M1730, but the good folks here at the forums told me to push for an Alienware system. I'm glad I did and haven't looked back ever since.

 

I agree, asking for a replacement at this point is entirely reasonable, just put your case forward calmly and say that with all the issues your machine has had a fresh start is needed.

 

I had similar issues with my R3 and had it replaced with an R4. Just call customer services, be polite but firm and tell them what you want.

My original system had a 2630 and 6990 and was replaced with the system in my sig

http://forum.notebookreview.com/ali...-out-onto-3rd-motherboard-still-broken-2.html

 

That's quite a step up, hopefully they can get a similar setup, it certainly helps put any hard feelings aside.

 

Surely though they would just give a refurbished r3 if they had one lying around? That's what they said to me with my old xps. Like for like?

Hopefully you can manage to get an r4. Try to get a 7970m or even a gtx680m out of it too, no harm in trying after all the issues you've had.

 

I got mine replaced from a Studio XPS 1645 to an M17X R4. Fought for it for 3 months.

 

Haha fancy that. Same. But I paid to upgrade to these specs. Would have rather had a functional laptop for 2 years instead of all the issues I've had, but I was going to get an m17x r4 anyway, so it was all fine.

 

The problem with Dell's replacement parts is that they are usually refurbished. Some bean counter at Dell figured out that it is cheaper to do that and risk multiple replacements than to buy a new part. Remember these parts all come from China and China isn't exactly known for good quality control. Even if they bought a new part, it still runs a risk of being defective, so why waste money on it? Actually, that's how all the big computer makers do it since they all source from Taiwan and China anyway.

However, I think your machine crossed the line to which it will cost them more to replace parts than to replace the entire system. They have programs that keep track of your replacements and if your machine goes beyond that calculated point, they'll just build you a new system.

 

Thanks guys, Dell just left and motherboard #6 was giving me 7 beeps. The guy on the phone said someone will call me within 24-48 hours to discuss a new system replacement. I am stuck on a super old laptop from my closet, an intel pentium m, 512 RAM, and intel 915 for my grapics...lol.

 

Ya my first R2 was a complete lemon with a ton of issues off the bat. After virtually initiating a war with Dell customer service, they agreed to send me a new one if I sent the old one back. You have to fight or you won't get anywhere. Disgusting, but unfortunately, it's reality.

 

Nice, make sure you try to get a 7970m / gtx 680m, and like for like specs for everything else on your old one. If it comes to having to pay to upgrade for a 7970m, might be around $200, It's totally worth it. Also I'd advise you to get new warranty yet again, if you have 2 years left on this laptop, that's if you bought 3 years in the first place....... Ask them for another 3 years warranty to go with their for like policy!

Hope it all goes well, and try to get the most out of your replacement

 

Here is an update. They started building me a new R4 without even telling me, a pleasant surprise. Originally they wanted to send me a refurb R4 and have the tech put in a new 680 GTX but I told them I did not like that idea.

Old vs New

CPU: I7-2630QM ---> i7-3630QM
OS: Windows 7 ----> Same
RAM: 8 GB 1333 -----> 8 GB 1600
HD: 750 GB 7200 RPM -----> 1TB 5200 RPM + 64 GB mSATA Caching SSD
LCD 17.3-inch WideFHD 1920 x 1080 60Hz WLED -----> Same
WiFi: Intel® Advanced-N WiFi Link 6250 a/g/n 2x2 MIMO Technology with WiMax and Bluetooth 4.0 -----> Intel 2230
Optical: DVD ----> Same
Video Card: Nvidia 580GTX ----> Nvidia 680GTX
Case: Nebula Red ----> Black

Overall I am really happy, they downgraded my wifi card but I do not really care about that. Also they are sending me a black system even though I really love the red. Still, Dell took care of my very well. Thank you all for the feedback on here. =o)

 

Great! Lucky you have the 680m and that you received a new laptop. Although it's understandable since your laptop is only one year old.

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