Are these repairs right?

4/20 received my m17x, Q9100 6g 1333ram 128SSD 500g 7200rpm duel 260m cards, Blu Ray player..I was very happy to get this unit at first, until the problems started. Screen freezing up, BSOD during games, sound studder, and messages (graphics intel 5'05 not responding). Just some of the problems. After many hours on the phone with different Tech guy's reinstalling Drivers a clean Win 7 some of them seem fixed. But my problem with all this is the last Tech went into Bios and disabled the on board 9400 said it was causing allot of the issues, and said will not replace it run off the duel cards, is this right.
I called customer care and was told your system is fixed and refused to exchange it even if I pay for any difference between them, answer No. Ok can I return it less than 21 days? Yes and you pay 15% restocking fee. I ask is this right? Also still have problem with DVD's freeze and studder in the sound. Still get a BSOD now and then when exit a game..They did give me a 100.00 credit on my account for my trouble,would like system working right instead of the money, any advice on this? Am I out of line? thanks for any help.

 

fight for your rights as a consumer don't take that crap dell tells you tell them you will report this to Triple B(a well regarded rating agency, BBB, Better Business Bureau)

 

No, that is not right at all, and is in fact extremely wrong on their end.

If you are having problems with the computer with zero faults on your end, and it's brand new and under warranty, and they won't fix it, then why do we even bother paying for warranty?

I would fight this till the bitter end, then fight some more.

 

If your location is EU this is not only wrong but also illegal. If you are staying in US then I would assume that this would be illegal to. Anyway check out your consumer rights where you bought the machine. Call dell or even better email them(save your emails for later use) and inform them about your consumer rights as well as sending them a link to the website that are quoting the consumer law(just in case the person answering the mail do not know the law well enough). Please keep track of your emails correspondence as a proof. Then their should be nothing to argument about. If this does not solve the issue then contact [email protected] as an last resorts and explain the situation all very clearly(I did and the response was fair and just). Hope this helps you out.

Edit:
Regarding the 15% restocking fee I only know that here in Denmark/Sweden it does not work like this but perhaps that is only for consumers and not for firms. Anyway check out the law

 

Well first still working on this..Dell sent a new SSD 128 HDD, did not help. Now I get (179.85 Driver stopped working Kernal mode) Tech thinks it is a OS problem.
Now for best news I Emailed Mr Dell..like Dwarf King said and wow got a call this morning, said try Hard Drive over weekend and if not fixed will replace or refund will discuss it Monday..thanks for advice it really help..sure hope he replaces it..lets hope

 

That is great to hear! Please let us know how it goes on Monday

 

way to save the day dwarf!

 

First off great joy ..Dell called this morning and they are putting together a replacement. Your the man Dwarf King!
He said he will email me with the details,same spec's or better. Will be given details next day or two. I 'am feeling much relief, will post what happens in the next few days..

 

Still, the stutter will remain, the freezing will also occur once in a while. Why is that? Nvidia chipset is worth nothing. Try to ask for a base spec R2

 

Will do, I dont think they are putting together anymore R1's I hope..

 

Great to hear! And try to make a humble request for a R2 system

 

Will wait till I hear from him, said may have to put an (i cpu)
if they do I believe that would then have to be an R2 since duel core are R1..lets hope..

 

Have not heard back from Dell. Sent email this morning asking for written confirmation of our conversation on /16..
Will post if I hear anything..

 

Hope they do get you an R2, they run great.

 

Have not heard back from Dell sent an email yesterday morning. Did get a call from a tech who wanted to know if I was granted a replacement. Told him latest news, so he checked online. He said order placed for replacement and was moved to next stage, same spec's or better. Said could take 4 weeks before I receive it. Question, would it take 4 weeks for a refurb or do you think they are building one?
I hope the latter but one never knows how this all works, any thoughts? thanks

 

yea thats appropriate as your not paying them for this comp they take their time unlike when you order brand new from them its faster.

 

Replacements have to be brand new from the factory as they are not allowed to give you a second hand product

 

When I was working for IBM helpdesk (long, long time ago); when we had to replace an item under warranty, we were always told to say "replacement" never "new" else the customers will hold us to our word and expeceted a new part if it was not new.

Replacement can mean a refubished or new.. maybe that rule changed..

 

Glade to get some insight on this..so even with replacement approved It could still take some time..Boy I may collect Social Security before this is over (2 years away)

 

Dwarf King glade to see you got yours is everything working ok on it? you waited a very long time for it..

 

Most recent info, Rep called this morning and said m17x in production now, should email me spec's in a few days. Said he has not got them yet, but said it shows a delivery date of 6/3. He says may be done before then hard to say. Also he says I may be surprised what they put in it dare I hope? And the adventure continues...!

 

Well in EU a replacement has to be a new one unless the customer agrees on a refurbished model. The law states very clearly that when buying a new machine and after the second/third under special circumstances failed attempt of repair on a defect product you the customer can chose between a refund or a new machine or the same spec(or better in retailer agree on this). That is the law in many of the nations who is a part of EU and as far as I know(might be wrong and I currently do not have time to check it out) that is more or less the same in US. The law has indeed changed over the last few years in order to put the customer in a better situation when a bad retailer refuse to honer the deal. Is this not god news? Also if you look around here on this forum many people get this kind and fair service from Dell when they are so unfortunately to end up with a defect machine, even though it can take some time(and it really feels like forever when one is without a good machine to work on) as the case has to be checked for any disorders(how many services and repairs has your machine been through and what was the issue about etc.) by the escalation team, the order has to be placed and shipped from Shanghai, China etc. Conclusion a replacement offered to you has to be new(just as I and others all have been given a new replacement fresh from the factory).

 

It is a very nice machine and it works very well for now(I keep on crossing my fingers). Awesome machine with no real stuttering or lock ups at all. Latency I have only once seen a red spike(5 K +) and that was when playing wow in order to test the machine and that I find acceptable as it has stayed green 99,9 percent of the time since Damn I love this machine

 

Thanks for the very clear info..this is going to be interesting to see how this works out..I now have Q9100 they don't sell it anymore,next size QX9300 but that takes 1066 ram.
I have 1333 ram, so I7? would have to be 720m for 1333..Screen now 1200p beyond HD that only comes in LED now..now have BluRay that ok..now got SSD that ok..and now have sli 260m I think thats ok, most R2's I have seen have ATI, this could give a headache. I think I will stop pondering all of this and wait for the finale out come, like all you other fine people.

 

Great joy! just found this posted on my account site..

224-8107 Space Black - Anodized Aluminum $0.00
1 310-0173 Airborne Documentation, System Exchanges,Factory Install $0.00
1 313-8569 Slot-Loading Dual Layer Blu-ray Reader (BR-ROM, DVD+-RW, CD-RW) $150.00
1 313-8796 AlienFX Color, Plasma Purple $0.00
1 313-8944 5.1 Channel Audio $0.00
1 317-3659 Intel Core i7 920XM 2.0GHz (3.2GHz Turbo Mode, 8MB Cache) $2610.00
1 317-3664 6GB DDR3 at 1333MHz $225.00
1 320-8856 17-inch WideUXGA 1920 x 1200 RGB LED (1200p) $200.00
1 320-8858 Dual 1GB ATI Radeon Mobility HD 4870 in CrossfireX $275.00
1 330-3924 Name Plate Engraving $0.00
1 330-6106 Personalized Nameplate Trigger $0.00
1 330-6348 Automatic Updates: On $0.00
1 330-7841 Alienware M17x 240W A/C Adapter $0.00
1 342-0670 128GB Solid State Drive $229.00
1 410-1883 ADOBE READER 9.0 MULTI- LANGUAGE $0.00
1 420-6436 PC-Restore, Dim/Insp $0.00
1 420-9691 DataSafe Local BackUp 2.0 Basic $0.00
1 421-1304 CyberLink PowerDVD 8.0 Software $0.00
1 421-1305 Nero 9 Media Burning Software $0.00
1 421-1360 Steam and Portal Factory Installed $0.00
1 421-1400 Genuine Windows 7 Home Premium, 64bit, English $0.00
1 421-1585 Alien Schematic $0.00
1 421-1595 Alien Schematic $0.00
1 421-1721 Soft Contracts,Banktec Care,Alienware $0.00
1 421-2261 Alienware Command Center, M17x $0.00
1 430-0628 Bluetooth 2.1 with EDR $0.00
1 430-3688 Dell Wireless 1520 802.11n Half Mini Card $0.00

I could not have asked for anything this much better
now for the wait no ETA for Delv yet..

 

Anyone know if the factory works on our Holidays..I would think they do since in another country?

 

yes most likely

also congratz on getting the replacement good job

 

Thanks

 

I hope my r2 isn't refurbed parts, ill be gutted especially with all te calls I've had to do! My laptop is due on June 4th, has left shanghai on 27th! Is the 'replacement/refurb laptops also from here?

 

The rep I have been talking to told me Thurs of last week they have no more refurb parts left all replacements have to be new builds now..and yes mine is coming from there.
He also said I should receive it by end of next week.
I sure hope so on vacation next week.

___________________________

Replacement R2 i7920xm, duel 4870 ATI, 1200p LED screen, 6gig 1333, 128 SSD, BluRay

 

Gratz!!!

 

Got call yesterday morning with update from my Rep, he said unit ready to move to boxing stage. May receive it Fri or Monday. I hope he is right havent got a service tag or posted ETA yet..HHhhhmmmm

 

Found system has shipped on the order site this morning
EDD is 6/4 Finally!!

 

Last post Got my new system,thanks to all who gave advice! And too the all knowning Dwarf King thanks
Old R1 Q9100 6g ram 1333 128 SSD 1200p Led screen 260 sli blu-ray