Dell can't identify my M17x R2

I'm just wondered if anyone else has had issues with Dell not being able to locate any information on they're Alienware?

Basically I've had my M17x R2 since November and I love it to bit's however the other day I noticed the left GPU fan has started to make some funny noises so I thought I'd call support and arrange for this to be swapped.

After giving them a call my Service Tag was unrecognized, my Express Service Code was unrecognized my Customer/Order Number comes up as an Inspiron ordered by someone different which made thing's time consuming but eventually it was arranged.

However this morning I found that the arranged repair couldn't take place where I work and when the engineer called I was informed to rebook this so the cycle started all over again, however the support person on the phone couldn't find any record of my repair...as previously couldn't find any information on my M17x R2.

I'm hoping the original phone support person will call me back as I'm assuming this will need to be closed out? I now wish I'd taken the name as any other information I have seems to be useless

If there's anything here I'm not doing...or anything else I can do any advice is welcome

 

maybe try calling sales support with your original order number and see if they can do something from thier end.

 

thanks forr the reply, I thought I'd I call support again one more time first and by pure luck spoke to the same person that arranged the engineer so he just re arranged the visit to my home address

I'm now going to work on how I can get Dell to recognize my laptop in they're system

 

Ok...so i phoned customer services and prompted to enter the express service code which as I expected was not recognized I was then put through to a representative who shuffled me over to Alienware at which point I managed to get the same support person who dealt with my repair.

He informed me that I should try the ownership transfer it was his only suggestion...aparently he put my repair through on a dummy service tag.

To me something seems wrong about having to do an ownership transfer to get my own laptop recognized by Dell I don't understand why they don't have anything in place to capture this?

 

normally they do, but something happened in your case where the service tag was not entered into the system.

If all else fails try contacting one of the Dell Reps on these forums.

One of them is DELLChrisM

They have been very helpful with members issues like this.

 

Thanks again I'll try what you've suggested, much appreciated

 

I had the same issue. My laptop came back around August, and for months the service tag wasn't recognised. I'm not sure what happened, but I tried it a couple of weeks ago and it magically started working.

I hope your problem gets fixed soon. It's damn annoying when you can't do anything service-related because your service tag has somehow "gone missing" in Dell's systems.

 

i have this problem after my system got replaced. the new 17x never got put down as being my replacement system so it took a while of haggling though tech support before they would even give me tech support for free.

i still dont think they fixed it. good thing i dont have issues i cant fix myself often.