Going downhill?

4 months ago I purchased a brand new highly specced M17x R2. Regretfully, it has never worked. After wasting 4 months of reinstalling Windows and replacing every component except the graphics cards Dell have finally agreed that the machine is a lost cause and they will replace it.

Only it isn't as simple as that because when I purchased mine it had the excellent WUXGA screen with 1920 x 1200 res. Now Dell have seen fit to stop selling that screen altogether and offer the M17x with a WXGA 1440 x 900 screen ...and they have the nerve to call that "HD"!!

And if that isn't already bad enough, gone are the twin Radeon 5870's which have been replaced by a single GTX460M card.

I'm in Europe so I don't know whether the same applies to the US but I can see that the only screen option you have now is the 1440 x 900.

And if I run their configuration option the new lesser specced M17x works out 900 euros more than I paid for the original hi-spec model.

If you don't agree that this is a serious downhill move on their part, figure that the M15x is still being offered with a 1920 x 1200 screen. However, after configuring it with similar spec to the M17x (R2) it works out 1000 euros more expensive than its bigger brother!
How do they work that one out???

 

If you have the larger Screen, then they owe you the larger screen. If you had 2 video cards, then they owe you two video cards (or one card with the same performance, and the 460M is not). If they cant get you a proper replacement, then they owe you at least credit for as much money that you paid towards a new system.

Don't settle for less. There are threads around here that list other peoples experiences with replacing their systems. They can provide you hints.

Good Luck!

 

That's easy to say rsgeiger but here's what they have told me:

1. We cannot supply you the 1920 x 1200 screen because it is obsolete so we can no longer guarantee it.
Yeah right! So all those of you who already have one better pray it doesn't fail or they will replace it with a 1440 x 900.

2. I answered that my current machine has just had its screen replaced so all they need to do is get an on-site tech to swap the screen from the existing machine to the new one. Her reply? "No sir, we cannot do that."

3. We had too much trouble with the ATI's in SLI. Trust me, the GTX460 is just as powerful and very reliable.
Strange how I read about plenty of problems with the M17x but very few people mention trouble with their 5870's!

4. She added that if I am not happy with their proposal they will refund me.
That's nice seeing as the new low specced machine costs 900 euros more now!

You don't need to be a rocket scientist to realize that the 1440 x 900 screen is a major step backwards. In fact, even the XPS 17" has a 1600 x 900 res! So what could make Dell take the decision to water down their flagship? I'm wondering whether it has anything to do with the complaints laid against the R3's 1900 x 1080 screen being a step down from the R2? After all, if they offer the "Classic" with a crappy screen then the R3 will look like the one to be with.

 

Have you had any luck getting to a manager? Also what country are you in?

I realize that it may be harder to get some support options out of the Europe side of Dell; they seem to have less options overall. American tech support can be tough to deal with as well, but if we hammer at it long enough and get to the point of threatening litigation, we usually get through. I also partly blame the SandyBridge problem as now all the supply expectations are screwed up.

Still, I guess you have told them everything you have told us. You have to get another representative or something. Point 3 is a flat out lie, Point 4 should be enough to prove that they are not giving you your money's worth. I agree your situation is pretty scary overall, but not unheard of. i really hope someone else on this board can give you better advice and what the proper steps are.

Keep us posted.

 

I'm in France. It was a manager that escalated my case to replacement. She didn't really have much option because after a CPU replacement, 3 MOBO's, 2 sets of RAM, and a screen, the machine still would not start. They were pouring good money down the drain by insisting on trying to repair it.

SandyBridge has caused nightmares for the R3 launch but shouldn't affect R2's as they dont use that platform. On the other hand, unless it's a question of costs or of supply issues, I can't see why they would replace the 5870's?

Anyway, they have just phoned me again. We didn't get any further though because, as is so often the case with Dell, the right hand doesn't know what the left hand is doing. The girl that called was not even aware that someone else called me yesterday and wanted to know why I had not approved their quote? When I told her nobody had even sent me a quote she seemed genuinely shocked.

I discussed the screen issue and she said the reason why they cannot let me use the original screen is because the connections have been changed on the new model making the previous version incompatible. Why do I have trouble in believing that?

She did however agree that the 460 was not as powerful as the 5870's and finished by saying she would speak with tech support and get back to me.

Here in Europe, M15x's are now only available in black. Seems crazy to me! Is it the same in the US?

 

No, the US usually get the most options. I live in Germany and I STILL ordered mine from the US to get what I want at a much better price. If you get your money back, then maybe you want to consider going that route as it can be up to 30-40% cheaper there.

And I think you are right that they are getting quite confused with themselves. I think the second girl was thinking of the R3 instead of the R2. You are right that there should be NO changes in the technology for screen interfaces for the same model.

I'm glad at least the GPU idiocy is being recognized. You're going to need to get names with everyone you are talking to (First and Last) so they can sort this mess out. But the fact that they are still trying to work with you is a good sign.

And yeah, i was thinking of supply issues for the R2 if they expected to only roll out with the R3. Then after SandyBridge, they were left with nothing.

 

They are selling you crap, because last month they replaced my computer with an R2 with 1920*1200 res and CF5870, it was delivered yesterday.
From what i'm reading they are trying to give you an R3, which they cant even produce because of the sandy bridge problem. get it sorted...
Just went to the belgian website, the option for 1200p is indeed gone, but CF5870 is still there, also after spending lot's of time on the website I know options sometimes come and go and i know for sure they pulled the 1200p screen more than once, it'll come back, they probably just don't have (a lot of) stock now, but they must have smth for you, if all else fails, demand a full refund and buy one with 1200p thru ebay

 

??

I think she doesn't even know what her name is.

 

Sorry to hear about your issues. I would like to point out that the US website still sells the r2 with the 1200x1080 screen.

 

This will come as a shock to you all...
She never got back to me, I still haven't received the famous quote, and speaking with a sales rep confirmed the real reason they have pulled the 1920 x 1200 screen is because they are out of stock.

Amazing that they are prepared to make up any excuse they can think of rather than tell the truth. "The screen is obsolete and we can't guarantee it anymore." They must think I arrived in a banana boat! I pity anyone placing an order at the moment only to later discover they have the worst screen available and that the 1200's are the norm and back in stock.

I did however receive another phonecall from someone completely different informing me that I would receive the twin 5870's but that they still needed to confirm whether I could keep the 1200 screen I have in my possession.

Incidentally Psyloid, they definitely aren't trying to give me an R3.

4.5 months of the run around and I'm getting rather fed-up with Dell's nonsense. This time last week the on-site tech said "well the only thing I haven't replaced yet is the graphics cards. I'll come back on Monday with those and it should finally work." Monday came and went with no sign of him and no contact from Dell. By Tuesday afternoon I got angry and called Dell who politely informed me they had decided not to replace the cards but to replace the machine instead. And of course, we are at the end of the week and still no further.

I just hope the next one will work because the manager told me "You may get another non-functional machine. Are you sure you won't take a refund?"

 

Yes, you are right. It seems it's only Europe that's been left out in the cold.

 

If they are not trying to give you an R3 they are defenatly messing their specs up, or you would be the first with an R2 with a GTX m460 card. It seems you had the most incompetent people on the line there ... theoretically speaking, if you let them send you a new R2 with all the specs right except for the screen, you could swap the screen yourself, tho you would be registered with a 1440 screen and if the 1920 screen would ever break, you'd be in trouble ...

 

That's an odd statement. It seems like Europe always gets screwed when it comes to Alienware. The only thing I suggest is to keep calling, unfortunately there's not much else you can do to solve this issue. I can't see them not having any 1200P screens, I'm sure they could even expedite one to their factory.

 

Good point Psyloid! That graphics card isn't even an option on their site so the girl must have been totally mixed up.

The way I left it with them was by stating "I purchased my machine with a 1900 x 1200 screen and that's precisely what I want on the replacement. The fact that you don't have any in stock or have decided to make it obsolete is not my problem. I have a brand new one here which your tech just fitted to my dead machine so you can have him come back and transfer it once the new machine arrives."

The first girl said it was impossible but after insisting she agreed to ask her superiors and get back to me. I didn't hear back from her. The next girl said it was not possible due to the connections being different but I wasn't having any of that. The last person to call also said she would get back to me. I'm still waiting...

 

I can see where your coming from being angry about possibly being downgraded on the screen, but the 1440x900 is really good looking and I am happy with it. I would upgrade if I had the chance but it isnt a bad screen.

 

Heck, if your system is an R2 and they send you an R2 then just swap the screens yourself.

Will take you all of 30min depending on how fast you can tear the system apart.

D.

 

But if he does that it won't be under warranty as the machine shows shipped with 1440x900, without their consent you'd be stuck if something happened.

 

Exactly!

I didn't mean to offend you kenichols29. I'm sure that for certain uses a 1440 x 900 screen is more than adequate. I'm not a gamer though. I bought the machine strictly for business use working with Photoshop and 3D modelling. The higher the resolution the better!

 

7leagueboot- I can't believe Dell support is treating you so badly. Just wanted to know if you have tried posting your problem on Dell's AW forums? I suggest you post your lack of support there and I am sure Chris-M will do all he can for you. Good luck and keep us updated. Chris-M's info: (DELL-Chris M
SOS: Social Outreach Services
Desktop/Display/Alienware Liaison for Forum and Outreach Specialist-Contact info:
Sign In to Your Dell My Account
Follow the link:
Alienware Club - Dell Community

 

I know Chris M. Up until my M17x died completely I was on the AW forum daily. He kept an eagle eye on how matters were progressing however, I have been unable to login there from this computer (my old Inspiron 1720) despite changing the password several times.

I wrote to the forum administrator twice asking for his help and explaining how I keep getting an error message telling me "This user account is already associated" but he never replies so basically, I'm stuffed until I can get the M17x running again as I'm logged-in with that and the machine was cookied.

 

If you are worried about warranty then just talk with dell once it arrives and they will most likely OK the swap (I know they did with me) and then it will still be under warranty (my replacement is arriving today.... again)

D.

 

Dell france seems to be a lot worse than dell holland from what i hear here ... I've been treated excellently so far and i have been in a lot of trouble already ... Hope ya get things sorted soon

 

all I can add is if they cant replace with the same or better demand the refund

order a unit from the USA if you can and get it shipped to you

 

Mate I thought I had it bad. 7Leagueboot you have my sympathy. I know that doesn't help much but you have it anyway. Why on earth doesn't Dell employ people in their service department who know what they are talking about. Just reading about some of the miscommunication you are having is making my head spin.

I also bought a high spec R2 in November last year. I work in Russia but I am an Australian and I bought mine in Austalia but immediatly came back here. About two weeks after I got back one of the 5870 cards just stopped working and my bluetooth started doing some really odd things. I use a bluetooth mouse.

I contacted Tech Support in Australia but they said it was a Russian problem, so I contacted Tech Support in Russia and they said they could not see my Service Tag and referred me back to Australia. The tech in Oz did some faultfinding and decided that the motherboard and both video cards needed to be replaced but that would have to be done by Russia and my Service Tag needed to be transfered from Australia to Europe. As soon as they see it they promised they will contact me by email. I transfered my Service Tag on 15th December and so far nothing. I have contacted Oz again and they said they were waiting for the Russian team to respond. But at least my computer works..... sort of.

And I agree about the screen. The 1920 x 1200 RGB screen was a big selling point for me. I use my computer for both work and play and if Dell no longer offers this screen and I end up having to get a system replacement with lower resolution then I think I would opt for a refund and get something else. I would be really disappointed because this is a great computer even when it is only half working but I am really disappointed with Dell after sales support.

 

7Leagueboot- Don't foget Chris-M is on these forums and you may be able to have him resolve your AW forum login issue.

 

FrozenSolid, I'm really sorry to hear of your issues. I've been through 5 months of tearing my hair out so I know what it can be like dealing with them. Like you said, at least yours works ...sort of. Mine is as dead as a dodo (or should that be doo-doo?).

Anyway, today they finally agreed to let me keep my 1900 x 1200 screen and offered me a TactX mouse and headset to compensate me for the 5 months downtime. I'm now awaiting a delivery date but I know it's going to be at least 5 to 6 weeks away.

I was almost ready to get a refund and order an R3 but the tech support rep warned me I would have a very long wait so I went for a replacement R2. Hope it works this time!

Oh, and Rawhide, I did get hold of Chris and he referred me to Stacy who successfully solved the login problem last night.

 

Nice to see they let you keep the screen and kicked in the mouse and headset. I have both and love them. AW sent the headset for replacement issues.

 

7league- Glad to see you hung in there and were properly compinsated for your troubles.

 

Glad to hear your problem will get sorted, though I think you are POORLY compensated for your trouble. a CPU upgrade would have been a better compensation for a five month problem imo

 

Wow...thats a lot of trouble to have.
Good stuff for sticking to your guns.
Looks like Dell were just trying to get you to take you a cheaper machine, which is against consumer rights in europe.
Like for like replacement

 

PM sent to OP - hope it helps regards your ongoing problems - if they havent all been resolved already.

 

My thoughts entirely! But I have to admit that it's partly my fault because after 3 months I had already put in a compensation claim asking for the headset and mouse. They therefore agreed to that. If I had later added a $1200 CPU I believe I would have been laughed at although at one point I did consider telling them to forget the mouse and headset and give me the CPU upgrade instead, after all, I could buy myself the toys for around $100 on Ebay.

I got a delivery date of March 25th today so at least I know they aren't going to back out again.

 

The following quote is something that should never be used by a manager:

"You may get another non-functional machine. Are you sure you won't take a refund?"

I hope your replacement is a good one 7leagueboot. I have dealt with many replacements in the field, and they often times come better than the original.

Thanks,
Gabe

 

My fingers are crossed. Hope you are right Gabe.

 

Honestly if they are not willing to work with you, just get a refund. The screen they want to give you is not just a step back, it's ridiculous. I don't even have that on my work PC. I could never use the 1440 resolution on daily basis.

Get a refund.