M17x pre-R2 Replacement Warranty

Hi All,

I had a call back in February about the warranty on my Alienware m17x R1 (I know the R1 doesn't exist but is the best way of explaining which model). My warranty was due to expire and was deciding not to extend as I was due to rebuild my desktop and didnt need to worry too much about the laptop. That's when the gent on the phone mentioned the Replacement Warranty.

I was pleased to hear what he had to say about the warranty on offer due to the age of my laptop, and considered myself an idiot NOT to take it - and rightfully so. I have in the past 2 months had performance issues while gaming which sometimes result in crashes, but I'll spare you the details.

Short story - I have had an engineer out twice and am due a third visit this week. I vaguely remember the guy on the phone saying something about so many issues/replacement parts within a certain period will result in a replacement being issued. Does anybody have to hand a transcript of what they say the replacement warranty entails? I have read the Ts&Cs but not really got an answer on the replacement warranty - just the basic and extended.

Thanks for any insight you guys might have.

Ibzy

 

The R1 exists. It's still used by a few others here on the site. You're not crazy, that's for the people like Cloudfire and Meaker. >w>

But ja. If you can't receive a viable replacement part, due to those no longer being produced, you'll receive a newer system based on the newer tech. As far as that goes... or something like that.

 

If dell can't repair the laptop after certain attempts (3 is minimum, I have seen upto 10) then they will offer to replace the system.

 

I was in a similar situation as you except I had R2. They offered a replacement after 3 repairs (2x technicians and 1x trip to depot replacing 2x motherboard and 1 GPU). One of the rep told me 3 attempts are minimum and usually have to consists of replacing the main parts such as motherboard, gpu, cpu, screen, etc. I was lucky enough to get a M18xR2 as a replacement but don't be surprised if they offer you M17xR4 since it IS a computer far better than R1 or R2 (minus the screen quality on R2). Just don't be too aggressive and rude. I know it's frustrating to be left with a broken computer after multiple attempts of repair but just be firm and polite. Good luck!

 

A replacement option is considered under different situations but there is no such thing as a guideline or amount of dispatches that would trigger a system exchange, if the warranty has already expired you'll need to have the laptop re-certified for an additional fee. Keep in mind that any problems reported before extending your warranty won't be covered.

 

HI Guys,

Thanks for all your responses, the feedback has been helpful and helped clear up what I was beginning to think were imaginary conditions.

In response to doublee - You sound very lucky to have been offered an M18x as replacement for your M17x, but to be honest I would be happy with the same spec I have now but without the lag and crashing. I have always been polite and kept firmly way from being rude and/or abrupt when dealing with customer services which has done me well so far, so I have no intention of being rude with regards to these issues - I am in a sense being done a favour after all.

Glad to hear I didn't get spun a reel around the replacement part of the deal, so will continue to comply with the tech support and await the offer of a shiny new computer =D

Thanks again

EDIT:

Oh, one more thing - how exactly does the replacement work? They told me it would be to the value of what I spent originally, but do they choose what they give me for that cost or what?

Thanks