Hello Guys, Need you advise ASAP!

Hi again,

Please guide me on 2 issues.

I am currently awaiting the arrival of my Whole New Replacement = R4 in place of a R3 which had chassis failure.

ISSUE 1.

The procedure here in India is unlike that in other parts of the world. One is required to return the existing system in order to initiate the process of producing the New Replacement.

I had gone through this twice in a row and since this is the 3rd time, I protested this methodology as I have had to be without a working system for 23- 25 days each time. I also suffered from lack of alternatives to store huge amounts of data and OS back up since mine had a total capacity of 1.5 Terabyte.

They relented by stating that the existing system would be picked up about 5 days prior to delivery of the new system.

I had read somewhere that some people remove the hard drives before shipping out the replacement system. Should I simply do the same?

ISSUE 2

My current system has Killer Wireless 1103 N card. However the replacement which is arriving has the default Intel Card with bluetooth 4.0 because they didnt have the option for the Killer Card as it wasnt updated yet for R4.

I am contemplating if I should remove my current Killer Card before returning the current system and install it in my new system.

I am however curious to know if the R4 comes preinstalled with Broadcom Bluetooth module since the default Intel Wireless/Bluetooth Card has Bluetooth functionality ( 2 in 1 ).

One of the threads listed this week stated those who have installed Killer Cards on R4s that originally arrived with Intel Wireless/Bluetooth Card have failed to have any Bluetooth functionality rendering the opinion that Dell might be skipping the separate Bluetooth module on those with Intel Wireless/Bluetooth Cards as default. ( It is logical perhaps for them to do so since 2 bluetooth radios would cause conflict, correct me if I am wrong. )

So if the above were true than I probably have to remove the Broadcom Bluetooth Module as well to ensure I dont face similar issues in the event of switching the Intel Wireless/Bluetooth card with Killer Card or any other in the future.

The above are my current concerns and I really do need some suggestions from all of you. Thanks.

 

I believe in shame on you once, shame on me twice, I would remove both so when you get your new R4, it would be as you requested it. I would however be on the honest side as well. If the new system comes with these, securely package the two old devices and call Dell and tell them you are shipping them to them immediately. Just make sure if this does happen, you request a signature upon receipt.

 

Issue 1: I don't understand what issue you hope to solve? If that is the replacement proceedure in India, then that is what you will have to do. There's not a whole lot any of us here in the forums can do to change AW's India exchange policies.

Issue 2: I would not recommend swapping parts out of your R3 to your R4 unless they are parts that you purchased yourself. If you bought the Killer Wireless Card for your R3, then you should definitely remove it from the laptop and reinstall the original card that came with it before you ship it back to Alienware. If the Killer Wireless Card came preinstalled in the R3, then leave it in there because Alienware will be checking the R3 when you send it in for exchange to make sure all the components that are there that are supposed to be. If something is missing or different, they have cause not to send you the replacement R4.

Hope this makes sense.

 

Well what you said doesnt make sense.Thanks for the penny worth thought though.

 

What didn't make sense to you?

Issue 1: It is what it is. There isn't anything you can do to change India's exchange policy. It seems they bent a little and allowed you to keep your system longer then usual.

Issue 2: He stated you need to keep your system the same as it was when it was delivered to you. If you take parts out and put them in your new system, Dell could consider that theft and they will come back asking for it back. If you don't like what they are offering on the new system, then don't accept it. Tell them you want to wait for the Killer-N to get back in stock.

 

1. Where should I backup my data? Why should I be served work and data storage distruption simply because they refuse to follow the convention followed worldwide?

Why should I be made to suffer for their irrational policy? Would they do this if I was a business enterprise? Would they say we will take back all your servers before providing you a replacement?

Why should I make the effort and spend money to get the media for backing up when the fault was theirs to begin with from the point of giving a defective product twice in a row which result in work disruption of 25 days each. They kept taking the system before giving the replacement twice. They didnt even extend the courtesy to help me back up the huge amounts of data I had. I had to dump out plenty of stuff.

This is the 3rd time.

No. 2.

Why should I give up my Killer Card? What are they giving me now?...Intel Wifi/Bluetooth. They are giving this to me because even thought Killer Card is available elsewhere, it somehow hasnt been updated in the list of specification for Dell India.

By leaving me no choice they have forced me to accept the Intel Wifi/Card to be installed during manufacture because of which I will be stuck using the Intel for if I changed the wireless card on my own to any other later, I would then be losing bluetooth functionality.

That is a stupid arrangement for which I am made to suffer and they have failed to mentioned this to me. Read the threads.. Many are suffering form lack of Bluetooth function when they change the wireless card.

In short to get the Killer Card installed, I have to buy my own KIller card as well as a standalone Bluetooth module to fitted near the right side below the palmrest.

Why should I go through the trouble? I might as well remove the Bluetooth Module and the Killer Card.

Lastly,

I dont think there is any bending over from their part. If it at all it me bending backward to accommodate their regionalised ethics .They are caught in a bind themselves. But mine is an international case transfer which has been running for 1 and half years thanks to their inept attitude.

Eg. In March 2012 I suggested to them that I dont mind retaining the system subject to few upgrades. I wanted 2 more years of Complete Cover, 4 GB ram, a Hdmi cable , a bag and a bluetooth mouse. I figured its a win-win solution since it would be saving their money in terms of producing a brand new system ( not refurb).

I gave them a very fair choice to resolve my long standing case, but they were rude and arrogantly dismissed it. Of course I reverted back to the original resolution of receiving a brand new replacement.

Do I think they are stupid and arrogant? I do because they finance team had a tough time accepting the cost of my replacement since their currency had greatly depreciated the last one month.

So saying they bent backward is short sighted.

 

Issue 1: Move to another country. That seems to be your only resolve if you don't feel what the standards they set are good enough for you. Is it too difficult for you to get an external HDD and do a backup? Most people don't think twice about that. Nobody said they bent over backwards for you. All I said was that they bent a little because you stated their policy requires them to receive the system first, then you get your new one in 20 days. Instead they are allowing you to keep it up until 5 days before you get your new system. Sounds like they bent a little there.

Issue 2: Go ahead and take out the wireless card and bluetooth card. Keep it and see if they notice it or not. If they do, chances are they will try and get it back. Fight it and see if you can win. Again, if you don't like the replacement system, deny it and tell them you want the Killer-N card since it's so important to you. You do understand that you will be getting an R4 which has a newer CPU and I'm assuming a newer GPU. I would take that over the Killer Card any day.

Look, your situation sucks, but to argue with people who are giving you advice (which is what you were asking for in the first place) isn't going to make your situation any easier. We don't work for Dell, nor do most of us live in India. The only way to resolve your issue is to call Dell and try to up channel your issues. Try to speak to a supervisor, then their supervisor. Keep moving up until you get a definite answer (which you may have already received).

 

Ha! Best. Post. Ever. LOL.

 

Hello there. We're sorry to hear about your predicament. It is a frustrating situation that you are in and I'm originally from India as well, although based in the United States now; and I understand where you're coming from when you mention all these inconveniences. However, I'd like to point out that you came to the forums asking for help, and help is obviously everything we intend to offer you - what radji and SkylineLvr said above, well I actually am on the same page as them. As much as we would love to, we cannot change Dell's policies in India or any part of the world for that matter. It sucks that the policies are as they are - every company has their catches. But from what I understand, you asked for a replacement R4 for your R3, correct? And each time, you got a faulty machine?

If you had a faulty system, I'm sorry to say this but you should not have put any of your vital data on it. I'm sorry, this is as blunt as I can be - as soon as you receive a system the first thing you should do is check for any errors, just to be on the safe side. Check the DVD drives, check the display, check the trackpad, check all the keys, check the ports, the webcam... the list goes on. Its a hassle, but it puts much power into the hands of you as a consumer because then you can have identified the problem as early as possible and have every right to demand a replacement or full refund. Some would say this is a hassle - to me, its just the same as buying new clothes or new shoes - you try them on and if they aren't perfect, you return/replace them. And considering the fact that you had already received some faulty merchandise I am genuinely surprised that you did not make these checks.

Thus, I'm sorry to say this, but putting ALL of your vital data on this system without a backup (may I ask, what was the source of this data in the first place?) was the first big mistake. By not having a backup, it became a sticky situation didn't it? But I don't blame you for not making backups - how many of us do, anyway? I'm just really surprised that you plonked all your data on some merchandise you had a bad history with; as empathetic I am for your predicament, I have to concede that you made a huge mistake here.

However, the fact that they are not giving you the Killer wireless card is extremely unfair, seeing as you paid for it in the first place. So, here's what you should do. Call up support, and when you start to talk about your return, tell them that your R3 has the Killer card and you paid for it, and thus it was their duty to give you the Killer card with the R4 and not a stock Intel card. Be firm, but be polite and get them on your side - explain that you need the better wireless card which is why you dropped a good sum of money to upgrade to it. Tell them the standard Intel card will not suffice for you and you find it really unfair that you had to pay extra, etc etc and are still not getting the upgrade. They will either give you the R4 with the Killer card, or they might simply state that it is not an available option in India. If this is the case, tell them that they may ship the Killer card to you along with the system, and you will replace the Intel card and ship it back to them. Did you complete your purchase through a rep? Then try to go through this whole process with your rep.

However, if they refuse both of those options, tell them flat out that you want to return it and take a refund, no nonsense. Tell them that you really wanted this system and that all you wanted in the replacement was the Killer card... but since they cannot make such a simple switch, you do not want to deal with them anymore. Like I said earlier, be polite, but be firm and stand by your words. I can guarantee that they will budge here and give you the Killer card just to keep you as a customer. If not, well, you get your money back.

My thoughts exactly

 

Also, from experience, tweet to @DellCares. They can help you and put you in contact with someone who can make a decision. Keep in mind that they work in US-time.

 

I'm just curious, how did you fit 1.5 Terabytes on the internal drives anyway. I'm under the impression the max the system can come with from factory is 1 Terabyte split between (2) 500 GB drives?

 

My gripe with the initial advise given was because it kinda of sounded it was my fault or responsibility. That's why I did not agree with the spirit of the suggestion. The issue of backing up being the responsibility of the customer doesnt arise here as we are not talking about drive failure.

My case was for replacement was transferred from abroad to Dell India in February 2011. However Dell India did not have an equivalent machine available on their website to meet my original spec. They dilly dallied over the situation until August 2011. Finally when 580m came out, I chose to give up certain specifications that came with the M17x R2 Crossfire and negotiated the R3 as my replacement. I know many abroad have received M18x R1 as replacements for similar systems as mine but I had no choice because Dell India doesnt have M18x nor do they have any machines with AMD GPUs. So I had to go for the 3D R3 which was and is the only spec available.

Dealing with Dell India is a very exhaustive process. You would only understand if you had experienced it personally. They are always looking for ways to disenfranchise you until you put your foot down and say " I am not a lay person ".

Otherwise you end up getting a system which is below the value or performance of your original system.

So I received my 1st replacement sometime in September 2012. I was happy to end the case after so many months.

I had held back downloading stuff or customising my system because I knew as early as March 2011 that in order for replacement they would take my existing machine first.
My system came with 1.5 Terabyte ( 750GB x 2 , 7200rpm ). Over the next 7 to 10 days I discovered 12 valid defects which I carefully documented and reported to Dell India.

They too forever to respond and I had to chase them to resolve it as I was about to have my exams and I need a computer.

By beginning of October they sent an onsite engineer and verified my complaints. I refused any form of palliative resolution. To rectify the issues they would have had to dismantle the system right to the motherboard. It was not fair and thus I rejected the system outright.

I was put into the replacement cycle once more with the exact same specification. I received it in 1st week of November 2011.

I carefully checked the system before even turning it on. Unfortunately for me it had a crack on the base chassis at the hinge area. So to change the base chassis they would have had to strip the system apart. I rejected it outright.

They suggested a replacement immediately. However they were unable to commit any estimate on the date of delivery as there was flooding in Thailand and Dell was hit with Hard drive shortage.

In view of my exams I told them it not possible for me to be put on a limbo like that. I suggested the replacement to be done in April 2012 to which they duly agreed.

Hence I reinitiated my case in April since they refused my alternate suggestion for settling the case without going through replacement. I was simply fed up with waiting for 25 days without a comp. I dont know why they were so uptight about giving me the upgrades I wanted which is far cheaper than issuing me a whole new system once more.

They had promised to provide me with a back up system in April but there is inconsistency over the matter between the Escalation Specialist and Replacement Team.

To those who are uninitiated about the rule book, please understand that Dell is responsible for uninterrupted work flow when the mistake is on their side. This is why its simply logical or rationale for one to keep using the defective machine if its functioning while waiting for the replacement.

However in India they have gone against this rationale supposedly because people tend to not return replaced systems. This is an ad hoc policy followed by Dell India. I guess they dont trust the population they are serving.