Lemon Policy/System Exchange Policy

Is there such a thing with the Alienware laptops? I ask because one supervisor told me that it's three on-site tech calls and if the issue still isn't resolved then you qualify for a system replacement. However, the supervisor I spoke with today said that's at Alienware's discretion, and no such thing exists in their Terms and Conditions.

This is the second time a tech has come out and replaced parts in my computer and left it in a non-working condition, and the fourth time a tech has come out since March of this year, in total I've had six techs come out since I received the machine in December of 2011. And during that time I've had, as I mentioned before, two techs come out and put the computer in worse condition then it already is.

Frankly, I'm fed up with this machine. I've jumped through the hoops I'm supposed to, and now I'm waiting for replacement Windows Disks. I'm ready to throw this thing away or go off on it Office Space style.

I told the supervisor today that I really want to give Dell a chance, but all he wants to do is keep sending out techs who some cannot do their job.

Please advise. I really want to use my laptop as it should and be proud I own an Alienware once more.

 

The guy is right about not being in T's and C's, it's up to them if they replace it. The way I was told was told was that after 3 on-site replacement parts I could be 'considered' for a system replacement. They don't like keep throwing money at the repair company if it's not getting fixed. I just asked for it and the guy said I qualified (due to multiple on-sites) for the request and he'd ask his supervisor. 5 mins on hold and I got a new one. Every case is different and a lot depends on the country you are in and local lemon/consumer protection laws...

Good Luck.

 

So, how is it going?

 

This is pretty much it, have you considered sending it to the Depot for it to be finally taken care of?

 

My replacement is in production. Just waiting on it to finish and then ship to me. Plan to run it through loads of testing when I get it!

 

Great News!

They always do come through in the end in my experience, just sometimes you feel like you are beating your head against a wall. But then some people just give up so...

 

Micky, as we always say NEVER give up with dell support