M17x R3 - Graphics Issues, Compensation?

To start with, this is my system; costing around £1,700.

Alienware M17xR3 : Base Stealth Black 1 S
Processor : Intel Core i7 Processor 2630QM (2.00Ghz, 6MB, 4C) 1 S
Display : 17.3in WideHD+ (1600 x 900) WLED LCD 1 S
Camera : Integrated 3.0 Mega Pixel HD Camera 1 S
Resource DVD : Alienware M17xR3 1 S
Ship Accessory : English Docs 1 S
Memory : 8192MB (2x4096) 1333MHz DDR3 Dual Channel 1 S
Hard Drive: 320GB (7,200rpm) SATA Hard Drive 1 S
Optical Drive : 8X DVD+/-RW Drive including software 1 S
Power Supply : Alienware 240W AC Adapter 1 S
Power Cord : UK 250V 1 S
Battery : Primary 9-cell 93W/HR LI-ION 1 S
Graphics : 1GB GDDR5 AMD Radeon HD 6870M w/ PowerXpress 1 S
Bluetooth : European Dell Wireless 375 Bluetooth Card 1 S
Wireless : European Dell Wireless 1501 wireless-N 1 S

It arrived on the 6th of August, and started having graphics problems from the 8th. I had two dell engineers come out to replace parts, and spent over £45 on calls to support (I have a mobile and that's not including all the times I got them to call me back).
Eventually offered to replace the system for the same one. I've had 8 weeks of problems and a non working system, another 2 weeks (if I accept the offer) before the new system arrives. I requested compensation in the form of an upgrade seeing as I will now be starting uni without a laptop, and various other reasons (I can show you my e-mails with them if anyone wants to see), they outright refused.

Mr Sona, who is apparently in charge of replacements said

I am wondering where do I stand with asking again? Including time off work, and calls I'm down £200, not to mention all the aggravation I've had dealing with Dell. I don't think that sending me computer I initially ordered 12 weeks (will be 12 before the new system arrives) ago, is good enough.

Thanks for any advice. I'm pulling my hair out in frustration, as the longer I wait before accepting a replacement, the longer into university I go without a laptop.

 

do you have the equivalent of a better business bureau? Tell Mr Sona that you will be filing a complaint with them...see if he is willing to budge

 

I don't believe we do, I will look into it, however I don't know how much this will help as Alienware/Dell have worked within the law, and they are only obligated to give me a replacement.

I'm going to try using the unresolved issues box and see if I can get it escalated, as I requested that on the phone, and they basically said no, Mr Sona deals with everything.

(P.S I've been reading the rules, and if using the name is not allowed on the forum, then I apologise, however I wanted to know if anyone else has dealt with him).

 

By the way, Alienware (Dell) is not responsible/liable if their product is defective and causes a loss of profit/inconvenience.

There's a couple ways you could have done this;

1) Completely return and reorder immediately when you have issues (safest way not to get hit with the exchange period getting messed up). But this method takes the longest.

2) Exchange the unit for the exact same thing (but if this one is defective too, the 21 day window starts from the 1st unit when it got invoiced, essentially rolling the dice, and CTO builds could be weeks)

3) Have Dell repair the unit (riskiest way, as multiple repairs later, you could be ineligible for return/exchange unless it keeps on not getting repaired right, but possibly fastest method).

You can call customer service and tell them you've had them replace parts twice, and you would like a replacement system with higher specs. Worst response is no.

 

I've had two repairs from dell already, and I am therefore past the 21day window. Technical support are the ones who have offered me a replacement equivalent, should I try contacting customer service instead?

I understand they don't have to do anything, as I stated in my previous post, but over 2months (before I get replacement system) out of a 12month warranty without a working machine is ridiculous from a customer service point of view to just offer the same again.

 

Unfortunately they are right, you should have returned it immediately since it was defective from the get go. They are not obligated to compensate you for your inconvenience, which sucks, but it is what it is, Dell's service is actually pretty good compared to other vendors.

At this point, if the laptop still isn't working, politely let them know what a trouble it has been, that it has never worked from day one, and that you would like them to replace the entire laptop since it has never been what it was supposed to be, then politely let them know that they could make up for all the trouble they have caused you by upgrading it. If they have already said no, you could try another rep, but it isn't likely. It my understanding you need 3 repairs to get a system replacement. I have only heard of upgrades in the case of complete care system replacements.