Do I qualify for an exchange?

Hello,

So I bought an Alienware 17 on July 22 and got it on the 31st. Everything was great to begin with until I started noticing small things. My computer would make a click noise at random as if I were going through options in the control panel. Then I noticed the lights would shut off on the keyboard. The. My CD/DVD drive would make a noise as if it were ejecting a disk. These would all happen at random for no reason and it was driving me crazy so I called tech support and we ran the diagnostic and everything test fine. The. A few days later I got a blue screen so I restored my system to factory settings through Alien Respawn. Shortly after the boot up BAM a blue screen. I called tech support and even went to the trouble of buying the exact make, model and capacity HD from a local electronics store. I installed it and got nothing but Blue Screen after Blue Screen. I called tech support who did try to help me but told me that in order to really help with my problem they wanted me to reinstall the stock drive. They helped me with one Blue Screen but shortly after when I was off the phone it happened again. So I restored with the recovery disks I made and it happened again. I called tech support today and they said they did not see a problem with me trying to get a replacement but to call back Monday. Now I am home and have used the disks to factory install again but as of right now I do not have a blue screen. I am not sure if I should try and go through with the replacement just because of all the issues I have had in the whole month and a half of owning it or see how things play out. What do you guys think? I am at the point of almost no return with it because of the issues where since it is so new that I want them to build me a new one from scratch and just take this one back. I am so frustrated right now. BTW now I don't hear sound until 3 minutes after the system boots and I log in. That is when the music for the log in menu plays.

Well forget what I just said it just Blue Screened on me twice in a row.........

 

The short answer is yes, you do qualify for a replacement. The thing is you have to push them to replace it. If all else fails, they are going to ask you to send it to the depot, i have no experience with that, but if it comes back from them and still has issues, you get a replacement, atleast that's what Ive heard

 

Being that you have not had it long and it has been problem after problem I would agree that you should get a replacement but I wouldn't count on it happening before they try to depot service it. The problem with the depot is it can be hit and miss...I sent my first M17X in for a replacement motherboard and when I got it back the LED's didn't work....so they replaced it with a brand new one. Just be polite about it and ask for a replacement and they might help you out. Be sure to include all the steps that you have already taken to try to rectify the problem. Just remember don't lose your cool, otherwise they will lose any and all initiative to help you.

 

In all honesty, I wouldn't bank on a replacement right away, unfortunately. It would be at Dell's discretion, but I imagine they would want to run through more troubleshooting initially - possibly hardware replacement - possibly a visit to the depot if they cannot pinpoint it with remote diagnosis. I know that this will sound awfully frustrating, especially as it is practically a brand new machine....but, it IS outside of a return period, and Dell CAN decide to try and fix whatever it is that is going wrong with various methods at their disposal BEFORE looking at the replacement avenue.

Generally speaking, replacement machines are normally offered when the above avenues have proved fruitless. As a rule of thumb, you can expect a few attempts to rectify things before a replacement is authorised. If you have 3 attempted fixes within a 30 day period, and the do not fix things, I think that this is the point at which you can escalate a replacement request.

Of course, discretion is the key word here - Dell might turn around and grant you a replacement right away - because of the newness of the machine....all I am saying is for you NOT to build your hopes up just yet....Dell still have the avenues as described to investigate further before they would technically have to consider a replacement machine.

I hope it works out to your benefit, keep us posted and let us know what happens.

 

Ok I will. I won't be able to find out anything until tomorrow. I won't be rude with them but I will be stern if they try and give be some bull crap answer on not wanting to replace it. I mean I was using it work and school so I've been SOL for almost a week now. So far from the tech side of things they already have a large file on me and my troubles and the tech even told me yesterday that he didn't see why a replacement would be a problem at this stage. But I understand what you guys are saying. Ill post again tomorrow after I get off the phone with customer service.

 

One other question do you guys think I should have tech support try and trouble shoot again? I don't really see a point but not sure if it would help my case any......

 

If you've been discussing replacement's already, I'd gently pursue that avenue first...let THEM tell YOU if they plan on doing more troubleshooting - you don't want to open up a can of worms that you would rather not open, if you get me?.

I'd just say something like (calmly and politely, of course) this:

"Good day, Sir. After discussing my recent and ongoing issues at length with XXX the other day, XXX advised me that, given my case history, a replacement machine could be arranged to rectify the problems I have been having since taking ownership of my Alienware. XXX assured me that this would not be a problem, and therefore, I would like you to process this as soon as possible - thank you"

Don't give 'em any room to consider any other options. You could also toss in the fact that you are extremely upset and disappointed with this experience and it was NOT what you expected at all when purchasing a multi-thousand dollar machine....don't be 'angry' about it - be 'dismayed and upset' instead - gaining sympathy can work wonders.

Work it....use the power of the phone!!! - if you are uncomfortable thinking 'on the fly' during a call, before you call, sit down and pen something out...have little bullet points read to fire at them.....anticipate what they might say to you that you would not like as an option. For example, if they said, "Sir, you have to return your machine to the depot" - you might want to think about how you handle that one.....

May the force be with you!!! - just be prepared is the best advice I could give you....the better prepared you are, the more you can steer people in the direction YOU want them to take, instead of vice-versa.

 

HAHAHAHAHAHAHAHA, Read my forum post these are almost exactly the same issues I was having with mine LOL They offered me to an exchange.......... LOL ........ I was having random BSOD's as well..... thought it was driver related

Edit* I'm laughing because of how ridculous all of this is.

Edit* I do again, not want to sound like I'm laughing at you. Only at our situation. Refer to my thread.

 

Not helping

 

Refer to my thread, I understand I'm not helping but I'm contributing that the best course of action would be a BBB Claim. Dell is reluctant to help.

 

No it's all good. I'm glad to see I'm not the only one with this problem. Did they give you any trouble with replacing your computer? Also is the replacement doing well?

 

BTW I will refuse an on site tech as well as a depot repair. Also when they replace it the computer I get will go through production as if I just bought it over the phone. So yeah it will be brand new. They want to refuse my return because I am already 30 days out from the arrival of the system then they can build me a new one. That's what I paid for and that is what I am going to get.

 

Also depending on what happens the BBB might hear from me. But this is all tomorrow and I don't want to get heated up for no reason as I already have tech support backing me up as well as my original sales rep.

 

My replacement is non existent at the moment, I returned, I'm calling my case manager tomorrow to facilitate a compensation system. At the moment I'm in control cause I was within a week of owning the computer. If you'd like to hear the full story email me please! Refer to my signature. My email is in the listing where I am selling my alienware M17x R4. I'd like to try and help! Let me know!

 

Well they are trying to screw me over. They said they could submit a replacement request but it would get denied because I haven't had 4 major components replaced and it hasn't been to the depot twice for repairs. I already told them I'd be calling them back after work and speaking to a supervisor. This was tech support I was speaking to after calling the right number towtalk with the member program center and was transferred. Any suggestions?

 

Well I called back and they processed a replacement request without me even having to speak with a supervisor. Only problem is it can still get denied.....this is ridiculous!

 

They have to tell you that. All system exchanges go through an approval process. It is a necessary check and balance to be sure things are handled appropriately. It's not likely the exchange request will be denied, especially if it came without having to speak to a supervisor. Chances are pretty great the person requesting the exchange did so at the recommendation of a supervisor.

There is always a chance that doing the BBB complaint can backfire. Always use that as a last ditch effort when efforts to resolve things in a friendly manner have failed miserably. Once you file a BBB complaint, you are taking the position of an adversary whose business might not be regarded as valuable to retain. I am not saying the BBB won't work. If you end up in a real pickle it might be the only way out. Don't do it because you're angry and want to weaponize the process in an effort to punish them because you'll only be hurting yourself in the long run. Thankfully, I have always found Alienware was reasonable and fair to deal with. I have always been patient and polite with them and got the same treatment in return. Not everyone has had the same kind of experience, but many have. We hear about the random nightmares more than we do the excellent outcomes.

 

I appreciate your post. I have NOT used the BBB approach yet and I really don't plan to. I have though threatens to call Mike Dell which probably did nothing and because of the way the tech at lunch was saying that putting in the request without 4 major components being replaced and the fact it hasn't been shipped to the depot twice that my request would be denied I fired back with calling back after work and talking to a supervisor. I also let him know how upset I was. The tech that put in the request tried to get me to take other avenues but I was really just more stern with the two when they tried to give me grief. I never resulted to yelling or insulting. I will post back when I hear back on the result of the request.

 

Ok well here is my update:

I called back this past Wednesday to find out that my request had been denied because they thought I was using a third party HD. I was then transferred to sales and then back to tech support. I asked to speak to a supervisor because of this ridiculous mistake. The tech agent told me to hold and came back saying he was busy but to explain the situation to him. I did and he put me on hold again. He came back saying that the supervisor was still busy but he was in direct contact with him and even called the exchange department. He told me that because there was a misunderstanding that the exchange request would be resubmitted and that he and the supervisor agreed that this time they could guaranty almost 100% that the request would be approved but it would take another 24-48 hours to process. I called back today and tech support told me that the request was still pending and that I would not hear back from the exchange department until Tuesday because they do not work on Mondays. Needless to say I am rather irritated and hate that I feel I should be compensated in some way at this point in time. It could just be my frustration getting the best of me but I have still kept my cool with everyone. Just thought if let you guys know the updated situation. Since I have had two techs tell me that they could have an answer by Saturday I will be calling them tomorrow and even on Monday as well. Let me know I'd you guys have any suggestions on how to handle my current situation.

 

I'd just say to handle it with patience. I know it's a drag, and you are probably frustrated beyond belief. I wouldn't go gunning for upgrades just yet....that would be like trying to saddle a wild horse before it's been broken...very difficult to do, and not advisable if you like having all your bones in one piece!

Wait and see what they come back to you with....once you know if you have been approved for a replacement, then would be a good time to mention compensatory possibilities. Again, I'd tackle that gently - remember, Dell do not HAVE to offer you anything over and above your original configuration.

I guess the bottom line (from me, anyway) would be that if you get offered a replacement, be happy...because in reality, Dell could go through the repair procedure and drag it out a lot longer.

Good luck and keep us posted.

 

Giving you a new system is compensation beyond what most other companies would offer.

Sent from my GT-N7000

 

And coupled with the fact that Dell DO have the right to attempt various fixes before a replacement is normally considered, and they haven't. You may well have 'bypassed' the whole 'repair attempt scenario' and may very well have been approved for a new unit right away. That's pretty much compensation right there....a lot of other owners have had to endure multiple repair attempts, depot visits etc even before the offer of a replacement is entertained.

 

Very True and I agree 100%. I did however get approved today for a replacement and I will not be pushing anything further. After all, all I wanted was the replacement. Thank you to everyone who has given me advice. Best part I really never lost my cool with Dell and a little patients goes a long way.

 

That's great news. Patience, as they say, is a virtue.....I'm glad that things worked out well for you eventually!!!

 

Let us know what the spec's end up being..:thumbsup:

 

Being that this computer is not even 2 months old and it is their new model the specs should be exactly the same.

 

Most likely, but you never know they can do strange things some times.

 

Exactly, after the first 21 days, you are playing their game. It just has to be "like".

 

in the uk you have like 15 days if you don't like it or having issue they will replace it with a new one or get your money back

 

Actually, in the UK the return window for home users is 7 days - business purchases get zero return window.

 

Ok someone from Uk told me that . Anyone what is the usa policy ?

 

21 days I believe. Not sure if that varies if it's a business purchase within the States.

 

As I said its 21 days. After that I think it might be a month in certain states in which it's considered a lemon.

 

I'm not sure what you mean but they told me it would be new with same specs. As long as I get the same specs I'll be happy. They did say there would be no downgrading. But again I'm not sure what you are implying but I will have an order number by Thursday with specs listed.

 

I think Brother Wolf just means that how individuals get dealt with in regards to replacements can be a random thing - or seem to be. Some people get great replacement offers, some have to fight tooth and nail and do not get such offers. If you've been told there will be no downgrading, then everything should be just fine. Check over the spec's when you get them, mind......

 

Agree, I was implying that even though the rep said same no down grading which I would expect how can they down grade a new system? You might find and not saying it will, you could get a small up grade like ram or a ssd for your trouble it can happen. Didn't mean to shake you up, just from my dealings they can sometimes be nice.

 

In the UK the 7 business days after the receipt of the item (recieve on monday one week means Wednesday of the following week) is mandated by law for online orders for home users.

 

No problem man....BTW I heard back from Dell and got an order number. No downgrades that I can see but no upgrades either which is fine. I wasn't looking for any. It's in production and should ship sometime at the beginning of October. It even appears on the order status that it is shipping 2nd business day like the original shipped. Thanks agin for everything guys.

 

Ok forget the 2nd business day shipping I misread it. It's actually coming next business day.

 

Glad it's all been sorted. Congrats. :thumbsup:

 

Cool, I think like most people you just want the machine in your hands that your paid for

 

Well if you read my thread I thought I deserved an upgrade . Anyway congrats.