M17x R3 Replacement time frame??

Has anyone had their M17x replaced or know someone who has and if so, how long did you have to wait? Do they put you ahead of the line because of the inconvience?

 

My first two replacements were canceled due to a customized name plate. The third replacement ordered has taken about a month to receive due to a parts shortage.

They do expedite your order.

 

Mine was ordered on 4/12/11 and is going to be delivered tomorrow. The nice part is if they truly screwed up and they're short on parts you'll end up with some nice upgrades Either way they do push through replacement rigs a bit faster than standard.

 

Anyone who had to get their R3 replaced, what did Dell give you as an inconvience? i.e, gift card, percentage off price, free accessories.....

 

$50off coupon. BS. I emailed them about it yesterday nite about how it's unacceptable to compensate for all my time wasted, my money wasted, and my headaches. We'll see wassup tomorrow.

 

I think I posted in another one of your bazillion threads. Like I said, I called for a replacement on 3/7, the order was dated 3/8. It was then cancelled, and I had to call them for another one, and that one didn't arrive till 4/20. Technically, it's supposed to get to you super quick, cuz they "expedite" it, and ship it to you with NBD. Been mostly a BS experience for me though.

 

Yea Dookie, I'm trying to get as much feedback as possible. I know I kinda repeat myself alittle. I'm just so bummed out about this that part of me doesnt even want a replacement cuz it will probably go bad. Mine didnt even work on the day i got it delivered. Was just excited now bummed, but what can you do......

 

Mine is same as dookies date. So far no problems yet. And they gave me a $50 coupon for the trouble.

 

I've also got the $50 coupon, but it's BS, cuz that doesn't compensate for the 2 times I got my order delayed, the 2 times I got my order cancelled, and the 2 times I received troublesome computers. Don't forget a refurb sent as a replacement. That's just plain bs for all this wait time.

 

Well this is my little story of finally getting a replacement M17R3. Bought it from a 3rd party vender on ebay brand new. He put in the orders for custom made Alienware laptops with certain specs and sell them on ebay, shipping them to the customer as soon as they get to him from the dell factory. Well his rating was 242 and 100% selling other alienware and dell laptops so I went with purchasing it through him. My specs are the i7 2.3ghz w/ turbo boost up to 3.4, 16gb ram, 1.5 TB hard drive, intel wireless ultimate, windows 7 ultimate, AMD 6970m, 1080p res screen, blu ray, and 4 year advance plan all that for $3500. If I would have don't it straight off the alienware website it would have been $4000, so going this route was better.

Well I finally get it last Saturday, still in the factory package and sealed. When I go to turn it on, what do I get...nothing but a white screen and 8 short beeps. Windows or the bios don't even load. So im like freaking out and I call dell, and do little over the phone diagnostics and come to the conclusion that the motherboard is bad...or is it? So they over night ship the parts to Unisys who they out source to do the" in home" service. They finally get to me today (Thurs) and I watch and help the 2 techs take it apart and replace the motherboard, gpu, gpu fan, heatsink and keyboard cover and once it was all put together after 2 hours, who do you think happen next when I turned it on.....nothing, another white screen of death and 8 short beeps.

So I call dell and complain, and they wanted to send me a box and send it to a factory to get fixed. I was like no, im a u.s. marine fixing to go to Okinawa, japan for 2 years away from my wife and I leave soon. I need a new one. And I need it asap. I don't want a refurbished one that didn't even work after all the replacements that went in it. Its a cancer machine. I need a new one from the factory. They tried to tell me I might not get a replacement cause it might not have been bought from an authorized dealer. Who cares, it was in its original packaging. The guy has a perfect rating selling other dell and alienware laptops. Im sure he didn't mess mine and only mine, so I was like who cares where I got it, its new and from the factory, so after an hour of complaining and aggressively asserting my situation, dell fell to their knees and gave me what I wanted. So I got a new order # and a replacement should be here in the next 3 weeks but hopefully alot sooner. I bugged him to put in a request for faster build time and for overnight shipping for my inconvience. That seems fair enough. Well that was my journey to finally getting a replacement.

Anyone think when I might get it? Order went in Thurs night.

 

You should be able to get NBD shipping easily, but I highly doubt the machine will be built any faster. Dell will tell you that they will expedite the order but that never happens.

 

Your replacement if being built new will sit on the 2nd stage " work in progress" for weeks, then all of a sudden it will go though the other 5 stages that, then almost in a day it will arrive.

 

@Joey off topic but there is another guy on here that is leaving for Japan for 2 years as well and he's in the Marines, maybe you are in the same unit

 

Maybe, but its a big core even though its the smallest branch of the armed services. Alot of people get orders during the summer months but yea, you never know, I may know him.

 

Based on my experiences: First of all, they told me that I would get it in a few days. Secondly, they told me that they're gonna have it expedited. Thirdly, they're supposed to ALWAYS have it NBD for you by default, so make sure it's NBD, and yell if they didn't do it by default. And lastly, it might get cancelled cuz it'll be stuck in the in production stage, cuz mysteriously they'll run outta nameplates, and then your order will get automatically cancelled, at which you have to call 'em up, yell a bit and then they'll reorder for you after several apologies. At this point, you should expect the computer to get to you in about 2 weeks. So in total, if your order went in today 5/5, you will get it at the end of the month (maybe) if you experience what I experienced above So something like 5/20???

 

Yea, the guy said he would put in a request for expediting the build and for expediting the shipment. So I call again 4hrs later to ask why I can't see my order yet on the order status and I guess it takes a day or 2 to get processed. Anyhow I asked about the expediting and he said the way it gets queued at the factory is the replacements go ahead or the first time buyers so it wont be AS LONG as it normally takes. When I asked about the overnight shipping he said the other guy did put in that request, which I never brought up the other guy doing that so that's good he saw that went through, and said the supervisor signed off on it. Im gonna call back next week and bug about it more so they will hurry up.

I was thinking of bugging them for like a free alienware backpack or something for my inconvience...what do u think?

 

Do it. Also, all that stuff you typed about what he said to you is BS. Call and ask to speak to supervisor immediately. Don't worry about the "expedite requests" cuz those never actually happen, and there's no way to document it, even if you ask. They will say they'll email you, but never do. Just say "please expedite it, and please make sure it's NBD." It should say NBD on your order status page. Also, it should IMMEDIATELY SAY "In Production," right after you made the initial call for replacement. There's no order processing crap. Also, it didn't show an EDD for me. Instead, it said "Information temporarily unavailable," and it stays that way.

 

F

Well the 2nd guy confirmed my replacement, and said it takes a couple days for "order processing." I mean I can't really say he is lying because he did confirm the same order # I received earlier and I got an email confirming the replacement order. Maybe I just have to wait until tomorrow or later today I should say, cuz he did put it in at 7:45pm last night. I see it on the service request page but nothing on the order status.

 

I am personally getting tired of complaining and struggling with the poor bad service that gets pushed out over weeks in to months. Is there any way us people that are now unhappy with the service and the bad product(s) can still get a refund?

Seriously, I know you can't get this kind of system from a retail store, but you can still get something nice that is cheaper with decent retail store service. I really want my money back.

Check out my 2nd laptop in my sig. That came from a retail store for next to nothing price. I added a i7 processor and 8GB RAM and is without a doubt the best system I have ever had (still own).

 

If you complain enough you might get a refund. I have a nice samsung laptop, new i7 sandy bridge processer 2.0 ghz turbo up to 2.9ghz, 6gb ram, 750 gb hard drive, blu ray, 1366x768 res screen, and nvidia Geforce GT 525m, but I want the alienware so bad. Mine was a bad machine plagued by something. The chances of that again have to be slim. There are many people who are happy with there alienware, just have to wait I guess.

 

Correct me if I'm wrong (brush up on warranty book) but you can return for a full refund within 21 days of receiving the laptop--IF--the reason for return is related to a technical issue. They may try to charge you restocking but as long as it's because something is broken and you are within your 21 days, they should be not be able to do so. I think the words of the warranty leave it an open ended discretionary thing but based on conversations with support they will usually grant it.

I think that policy is a very important point of leverage for all new m17x owners.

You can basically say, 'this is broken, I want a new one or I'm returning at no cost to me, so send me a new computer that isn't broken or I'll be so fed up I'm just going to get a full refund and find something else to do with my $2,500.'

 

Yes, you can return in 21 days, however if you fight enough - you can get a full refund in 6mo... if and only if you've had several problems with it like me. But you have to watch them on month 5. They screwed me. I had my machine for 5 months and they kept sending the wrong parts and delaying and not returnign phone calls... by the time all was said and done, i was just over 6mo and they wouldn't issue a refund. I just sent in a letter to the BBB regarding the matter. I've been fighting them since the second week I owned my computer and I got a replacement two months ago that has been bricked for over a month.

You have to be firm with them. Always ask to speek to a supervisor. Do not let them keep transferig you around. They will hang up on you and cut you off and you must be dilligent and call back immediatietly. It will take hours from your day... several days... but do not stop fighting. You're a marine man, semper fi! Do not stop fighting these guys until you get what you want. And no matter what happens... I'd still consider filing with the BBB. if you need help and/or any information - feel free to shoot me a message or email to the [email protected]

That goes for anyone dealing with these problems. We shouldn't have to deal with this stuff.

 

Exacy same thing I am going through. I called yesterday to find out my replacement was cancelled due to lack of nameplate and they resubmitted it for me

 

Yea mine finally went into the system today under service calls. I have part # 225-0536 alienware m17x r3 black stealth and # 310-0173 airborne documentation, systems exchange, factory install. Hopefully they don't cancel mine. Will I ever see it under order status? I want to see the production stage.

 

How come you didn't go back to the reseller since that's who sold it to you? Did they not offer to resolve the issue for you?

 

If you bought it with Amex, they can refund you full amount up through the 90th day, I think. Call them to make a claim---they got yo back, son.

Funny, I received in the mail today my custom nameplate for the computer that got cancelled LOLZZZZZZZZZZZZZZZZZZZZZZZZZ.

 

Im tired of waiting already.....they need to build it and ship it. The waiting game sucks!

 

Nope...3 years ago I owned several Toshiba laptops that ran almost perfectly without the need for troubleshooting. I did have to send in one of my Toshiba's for service with UPS Logistics but received it 4 days later repaired. They payed for over night shipping both ways. I was sooooo satisfied!! Then I decided to step it up to a "Gaming Notebook" with Asus and now Alienware/Dell....what a big mistake.

Alienware/Dell makes it so easy to submit and order and charge your credit card, but if you by chance need real service like needing new(not refurbished) parts or a replacement unit outside of the very limited return period or have "Out of the Box" software conflicts...Goodluck with foreign support!!

 

Well I found that my replacement is now in the "Production Stage" which is great and the shipping method is "Next Business Day" which is also great accept for when I clicked to see the specs sheet to make sure they were right and of course it wasn't. It was all perfect accept for the processor which they are putting in the i7 2630, when its suppose to be the 2820 so now I have to wait until I get the new unit and then have the new processor sent out. Good thing is, its a 10 mins job so maybe they can overnight the processor to me. Dell cant get anything right!

 

I wish HP never merged with Compaq, cuz now their products stink (quality and price).

Did I tell you that I got my nameplate yesterday? LOLZ. This was the nameplate that caused the cancellation of the first replacement order. Free nameplate basically.

 

Im thinking when I get my replacement, that i'll just swap the processor from my crap one. Hopefully the processor was never the problem. Anyone think that's a bad idea?

 

Should be fine. My csr guy told me that I could swap the HDD, cuz I didn't want to have to reinstall everything. Also I swapped the ram, cuz the newer one is Samsung

 

For all this trouble and Dell's technical incompetence, you should really be asking for compensations in forms of hardware upgrade. Call them up again and ask to speak to the supervisor. Say how you've spent $2500 for a machine that hasn't worked and will not be working until the replacement arrives. Throw in some threat that you'll never buy alienware again or something unless they give you solid state drive upgrade or 16GB of RAM.

 

Well I would have but theres nothing to upgrade on mine. My build is i7 2820, 16 gb ram, 6970m, 1.5TB Raid 0, Windows 7 Ultimate, 6300 wireless, 1080p WLED.

I need some sort of compensation though because this is ridiculous. Didnt work after first build from factory. In home service didnt work, and now my replacement is coming with the wrong processor! Dell is crap!

 

This works and you don't have to threaten them. Just nicely explain your discontent... if they deny you - then get mean and demand a super, lol! You deserve compensation, but you don't get it without asking. But it's not always easy. The main thing to remember is to have patience. If at first you don't suceed - try again. Seriously, keep calling back until some helps you. It will take you hours, days sometimes weeks... but keep fighting that's the only way to make these guys fix their problems.

I ran into the same problem. They sent me a free keyboard for my desktop which is actually very nice and it was a$100 value. It was in place of the 6+ months of wasted warranty since I've never been able to use a working system for longer than 30 days. I told them that it was crap that they were replacing my machine and that it could possibly crap out as well except now I have less time to find out.... no matter what they will NEVER extend your warranty without you paying the big bucks. But if you need a carrying bag or something similar... shoot for it. Maybe you need a new monitor for your desktop. A new router. Microsoft Word 2007. A video game or two?

All that stuff is fair game. Typically they wont suggest it unless they're really cool and out of the several hundred times I've called, I've only got one or two people that were like that.

Funny though... they all know me in the Costa Rica offices, lol!

 

It took them 4 weeks to ship mine.
You should've got it from aafes. Cheap and tax free.
Also you can transfer your warranty to different country so you can get replacement from Dell Japan.
Mine should be here this week(placed order on last week of March).
I'm transfering my warranty to Dell Korea soon as I get it.
U.S Army stationed in Korea.

Damn Dell Korea dont offer 6970m so hope my new machine dont give me trouble.
i7 2720 6970m 320gb 4gb 1080p.
Have SSD and extra 4gb waiting to be installed.

 

Reminds me of this: YouTube - Aaliyah - Try again

Good luck to OP.

 

Muahahaha, I neeeded a good laugh!

 

My replacement R3 went into production 5/7 (sat) after being processed on 5/6 (fri). On the order status it says " in production" but no EDD. Says "information not available." Will I get an EDD or do they not give them for replacements??

 

You'll need to call the rep handling your exchange. Only they can provide an EDD - I dont believe standard support has access to this. Give them a call and check.

 

How long do replacements normally take?

 

I don't know. I just called to get an EDD and they dont have one for replacements apparently. He said it would be 8-10 business days. So hopfully I get the short end of that stick......atleast I have Next Business Day shipping.

 

Not bad, as long as I get it this month. This guy told me it will take 24-48 hours to get the order setup, is that true?

 

Yea it takes about a day to go in the system. Mine was put in last thurs (5/5) at 8pm and it said in production sat (5/7) on the order status.

I had to find my order # though. They gave me a ref # for the service tag on the laptop that is bad/not working and that never showed up in the order status link. I had to go to "find my order" and but in my first, last name, phone and zip and gave me the order for my replacement. So Alienware never gave me that #, I had to find it on my own. Who knows what it could have said if I looked the right order # up on friday.

When did your replacement get put in?

 

Well he said it would take 24-48 hours and he would email me. I was not given any order number or anything like that. Searching using find my order just like you did, nothing shows up. I called this evening.

Also what number did you call?

Edit: Just got the number, what timing.

 

Yea I would wait a day. Did they say they would give you NBD shipping? I pushed for NBD shipping and expediting the build for my inconvience. I thought that was somewhat fair for recieving a non working R3 straight from the factory. I should have bugged them for a Alienware mouse of back pack or something.

My replacement order date was 5/5 like i said before so when i do get it I can let you know and that will give you pretty much the same timeframe for your replacement to get in.

Im thinking I'll get it next mon or tues if I estimated it right.....(crossing my fingers)

 

The order is in pre-production right now. They automatically added NBD thankfully. I didn't bother haggling as I just wanted a good computer to come to me soon and I hope I am getting just that.

Thanks for letting me know, hopefully you get it soon.

 

when you do receive your order #, if the order# does not show actual build info it may list the service tag of the replacement system. If so, plug it in here and click on the config tab -

Dell System Information / Dell Warranty Extensions & Upgrades / Dell Warranty Status

 

They have an EDD date for your replacement?
Did you see if the specs are right for your replacement?

The idiots have the 2630QM processor being installed into my replacement instead of the 2820QM like my original, so I have to wait until I get my replacement, call back and then have them send out a tech with the right processor and install it. Kinda sucks but its either that or cancel the order and reorder and wait even longer. They are pretty incompetent though.

 

The answer to OP's question:

No, they don't show you EDD. All you get is "Information Temporarily Unavailable" when you check on the order status page. Via 1800ALIENWA, "I'm sorry but this is all the information I have for you at this time." Only way is to get the EDD from your csr. He/she will tell you it's supposed to ship on xx/xx/xx with NBD. Sucks, I know. Someone once said that replacements are supposed to be VERY quick to ship though. You have to also be very proactive in checking your order status, cuz if you're unlucky and they happen to be short one part, they'll delay your order, to the point of cancellation without notifying you... like how mine did, simply cuz they didn't have nameplates... lolz