M17x R3 Poor build

Hi All

I received my lappy last week and was super excited about it, until i opened the box... i immediately noticed the wobbly battery which moves quite noticeably but from what i've read this seems to be a normal issue for these beasts.

Next i opened up the lid to check out the keyboard etc an my eyes were drawn to a large gap the spans the whole of the left hand side of the machine, i can see the tops of all the ports quite clearly. I've had a go at giving if a push (to see if something will clip in) but nothing happens which is quite sad...

The next thing i noticed was the right mouse button, which is very sunken in comparison to the left.
Then the keyboard flex, then the gap at the front left grill...

Has any one else had any of these problems with their build? I tried talking to a dell rep using the online chat service but i was told i had to call a 0844 number and speak to someone else about my problems. I'm curious to know if i will have to send it back or if dell will send an engineer out to possibly fix/replace my base unit.

 

No Way.......

For me is not acceptable..... sorry for disturb your excitement. Just Call your Dell and ask for replacement.....

 

This is not normal. I've recently received my laptop and have not experienced any of the symptoms you have. I would call Dell and tell them to send you a new one. I would try my best to not let them send out a tech to try and repair it.

 

I would call Dell and ask for a REFUND. Not a replacement. You only have 21 days from the date they shipped the first notebook associated with the order to return it. It probably took 3-5 days for your notebook to arrive, it'll take another few days to build a replacement, and another 3-5 days to ship a replacement. Dell technicians will probably also try to convince you that reinstalling Windows will help, or they'll try to send a service tech (another few days) with refurbished replacement parts to try and rebuild the notebook in such a way that it isn't falling apart.

Don't forget that you only have a 21 day time window to return any order, for which you've already burned through a few of those days.

Get a refund. Then order another notebook to start that 21 day clock over again. How do I know this? Personal experience with a desktop I ordered a few years back -- their policies haven't changed in this respect at all.

 

You could go this route, but it could also have some backlash to it.

Say you do demand a refund and get it. You'll have to ship your current laptop back, then reorder. What if you run into a delay on parts as most of us that have ordered recently have encountered. You probably know about this first hand. Next, the price you got for your current system might not be the same for the next one. It could be to your advantage and you get a better price, then again you might get a worse one. Lets say you placed your order and it's the same price as your first one. Now your EDD is 3 weeks, but then changes to 4 weeks, then 5 weeks. Can you take the chance to wait that long without a system? Now this is a worst case scenario, but it's currently what most have encountered when placing a new order, especially with the 580m (not sure if they are still backordered or not).

If you are satisfied with owning an Alienware and don't plan to return it in 21 days for a refund, I would have them build you a new one while you kept your current one. I've read that they normally let you keep your first system while they build you a new one, then have you ship your old one back once you receive your new one. Don't let them talk you into having a tech come out, or sending your system in for repairs. Demand to speak to a supervisor, and if that don't work, demand to speak to his supervisor. Eventually you should get them to agree with you. If that doesn't work, then move on up to your other option of a refund and new order.

Just to clarify, did you purchase your system new, or was it a refurb?

 

That made me laugh still i bet they would.

I'm about to give them a call to see what they say, i think will just demand a replacement, i know they are out of stock of the 580m so i reckon it will take a while for them to build a replacement, unless they can take the one out of my current...

who knows... i'll keep you posted

 

hey lilsancho, can you post a few pics? it may also be helpful to send dell some pics too so they can see what you are talking about

 

I've had issues with my LCD being out of alignment. If you want to get things moving, you will definitely have to send some pictures to Dell.

If you want to call Dell technical support and you are in the UK, you can use 01344 373727 (UK), be sure to have your service tag + express service code ready to hand. You won't have to pay absurd 0844 rates with this number, just standard land-line rates.

With regards to replacement laptop, I am not sure but if you ask for a refund you may have to pay a restocking fee. You could end up losing money by getting a refund and then paying again for another alienware.
If you get Dell to build and send you a replacement laptop, you will keep the old one until you have the new laptop. At which point you will have to contact Dell and arrange for someone to pick up your old laptop. If you get anyone from Dell calling you to try and get the laptop before the replacement has arrived you can remind them of clause 9.3 in Dell's commercial terms of sale which states that the old laptop only becomes the property of Dell once you receive the new one.

 

yea pics always help. Every time I try to get mine fixed under my accidental damage warranty they demand proof of the problem(which is fine). Maybe its just me and that I have gone through a ton of replacement parts idk.

 

Does that apply to parts too? Like if I request a replacement part, would I have to send in the current part before they send me a new one or would they ship first?

 

For parts they will send an on site technician who will come to your house and replace it there and then (they keep the old part).

 

Thanks! I already called the 0844 number but i can use this one for chasing

Here's the Pics i send to dell:




I haven't had any confirmation on whether or not they have received them tho, will have to give them another call i think....

 

They will also just send the parts if you request it, or don't have on-site. I had a HD failure recently and they sent me the disk with a returns label for the return. I just had to call the courier and they collected - very painless. Believe the time limit for returining I saw was 3 days after receipt of the new part (UK).
One thing I was told by a dell employee (not the support company) was that you can call support when you get the parts and they will stay on the phone and walk you through the work (and call you back if you are on a phone that is costing you to use). Good for avoiding any future warranty problems

 

Hey Guys

So i finally got a response from dell and they are going to replace the system
The thing is the Wireless card it not longer sold by dell so they said they would upgrade it.

I also noticed on the spec sheet for the replacement that they changed the graphics card from a 580m to 560m without telling me... I pointed it out and I'm wait for the engineering team to give a response.

By the looks of things they no longer stock or sell the 580m due to the refresh.. what do you think my chances are of them sending an R4 lol?

 

The 560M is a major downgrade from the 580M, watch out.

 

ya that is nuts, i would expect a 675M if they claim to be out of 580m's

 

Confirmed r4 on the way with 7970 and an upgraded processor for my troubles (3720)

 

glad Dell is replacing yours. I'm waiting for mine (R4) and it's gonna be my first Alienware. makes me a bit nervous after reading your post...

 

I wouldn't worry too much, this is the first of 3 Alienware machines i've had a problem with