Got a faulty Alienware 17 Replacement. Will I get a replacement?

Hi
Do you have any idea about this.
What happens if I get a replacement and something is wrong with it?
When I click the left button of the touchpad it feels like something is in it and it doesn't click smooth
And even another problem
I hear clicking noises from the notebook :/
Will I get a replacement cause i don't want to make it modified

Thanks. All replies appreciated.

 

Clicking noises is probably the HDD. As for the touch pad, you probably need to ask Tech Support. They may replace the palm rest or something.

 

But I can't get a replacement? Since it came only yesterday

 

All you can do is call and say, 'this one is faulty you need to send me another one'. You don't have a right to another machine but the warranty HAS to do one of the three things; Repair, Refurbish, or new Replacement.

I don't believe you have the same rights if you purchased it directly and just send it back within a time limit? But that depends on local laws...

 

Wow, If I don't get a replacement I am so mad.
Are alienware laptops always like this faulty?

 

Difficult to say since most 'flying' visitors here are looking to sort out a problem so it can sound bad. Main thing is that (so far) dell are still looking after AW owners with dedicated call lines, on-site enginers, and often will replace as a simple fix for them.

Outlet machines on the other hand, personally I would not want one. They are sold cheap and they have the full warranty but think about how they get there? I would think many are problematic machines returned then refurbished. I would imagine some faults creep through since it's already caused the engineers to give up? Just my own view as I'm sure many outlet purchasers are happy

 

Dude, the thing is this is the replacement that I got that is faulty, I got the replacement because the other one was faulty too.

 

Yeah, I got that and was why I said I was unsure as to your rights to just demand another replacement. You have technically accepted a refurb replacement so it will depend on how they want to tackle it. Of course if 'fairness' was taken into account then they should make good with another one - hopefully new - fingers crossed.

 

Wait, the one I got is a refurbished one? :|

 

It sounded like it - not for sure - sorry. Did they send you a build list before you got it? Normally they send a zero price invoice detailing the spec for a new build.

 

Yeah, they sent me the specs and i accepted them.

 

Gotch ya now. As a brand new machine you should not be expected to accept ANY repair and they should just send another one, but like I say I'm not sure of the legal bit regarding 'distance selling', or mail-order. They might not be obliged to just take it back?

I'd just call and say 'you sent me a bad new machine and I want another one. See what they say...

It'll end up on the outlet! Sorry for my confusion .

 

Ok I will try to call them on Monday
Thanks for all this help!!!

 

She says I can not get a replacement
I feel so bad right now.

 

Oh well, not a lot you can do about it without a mess of communications. You just have to hope you strike lucky in these circumstances.

Look at it this way, you have a brand new machine so the original problems should be fixed. If it's got some easily fixed faults then let them fix them. A pain on a brand new machine but you have had your original purchase replaced so you should get a fresh warranty with it as well

Let us know what they do say about fixing it

 

I really don't want them to repair it since this is a new laptop
I just want to cry right now.

TO EVERYONE WANTING TO BUY AN ALIENWARE LAPTOP: do not buy it if you hate low quality laptops.

 

I think you've been unlucky!

 

Yeah I agree.

I understand you're upset but don't let that get in the way of getting a working machine - even if that means they send an engineer with the parts.

Like I said, if you had purchased this new then it would be straightforward to just return it and get a new one. I think the fact that they sent you a new one to start with is awesome service (and I got a great one!). Just a shame the quality control seems to be failing

 

This happened to me four times. It is not an unlucky occurrence. But I was persistent with good ol dell and got my replacement each time. Cpu, Gpu, & Cpu fan failures. All in the matter of the first weeks of owning. Keep going at it don't give into "crying" just yet.

 

Ok what do you think I should do right now?
Let them repair it?

 

Call them and persist that you would like a replacement. Ask to speak to a manager.

Also PM Porras here on the forums let him know your troubles and he will look into it.

if you truely feel you've been wronged don't agree for a repair.

 

I live in Sweden though. So i am not sure if he can help me.

 

Nope, Porras doesnt even give me a reply...

 

US customer service is way better i do know that ! sorry about that

 

Funny you say that man, it is very good but my experiences of the UK is that it is actually better!

I qualify that on the basis of one common issue: replacement. Once a replacement is approved it moves to the next level, 'is there a suitable machine in the outlet'? In the US the population is so large if you can delay the process by a week or two something will probably turn up. Here in the UK it's, 'I'll just have a look at the outlet. No, there's nothing there you will be contacted to agree a new build'. And I've seen two others that had exactly the same experience . Often in countries with low volumes they they try to avoid the whole replacement thing altogether

There are ways of speeding it up in the US but you need to know what tactic to use .

I've spent the last 10 years in the US and had responsibility for dell contracts in a bunch of countries

No idea about Sweden though, a lot depends on local laws and cultural expectations (well that's the phrase they like to use to avoid being accused of racism!).

Good luck to the OP but have you asked around friends if they think you're getting stitched up?

 

All of this is exactly true. However when I had a faulty M17x R4 and got a replacement from the outlet. I used those "tactics" you say of and got it replaced in a week. As you can imagine I demanded to be served XD. In the US.

 

Cool! Back to cultural expectations I guess, you're a US citizen, dell is a US company, and you (rightly IMO) expect the best, you just have to know your rights, they may not be offered up-front

 

In the UK strong consumer law helps.

 

Got to 'amen' that brother

I had a very bad experience in Hungry. I couldn't see that they had any consumer protection, and it clearly reflected in getting Dell support! Three calls and just the same bogus excuses for not even looking at it. At one point they said I had opened it up so the warranty is invalid

 

Yes, yes and yes!!

No point crying over it, it's a bit of hardware, probably put together at the least possible cost (China??) and usually with fairly cutting edge components (less tolerant to mistakes).

Sucks that Dell / Alienware can't QC things properly at the prices they charge, but at the end of the day you pay a fair lump for the onsite support (assuming Sweden has that??) and to be honest, I would rather someone who has a vague idea what they are dealing with turn up with the parts and fit them where I can look over there shoulder (my experience, the Alienware's are one of the less common machines Dell's local contractor, to me, see, so they need a little watching...).

My (admittedly from the outlet) M17 had a badly fitted heatsink on it's 780m, easily identified GFX heat issue my end! Once I'd convinced the phone support it was heat, not software, it was fixed the next day and all happy as Larry now (and a hell of an upgrade from the 17xr3 it replaced).

Cheers,

Matt