M17xR2 damaged

I picked up a AW for a decent price on outlet as a certified refurbished, however when I first saw it - the bottom had a huge mark on it near the front edge. Like someone scratched the paint right off with a screw driver I called Dell, but since there system is down - they can't give me any info.

What would you do in this case - get an exchange, or get a refund?

 

Refund unless they will exchange it for a better system!

 

Refund, part replacement or exchange if they have the same configuration in their inventory.

 

I took a look at outlet and really none match the specs exactly.

Also, to replace the bottom piece would be a pain in the ding dong.

Specs:

Alienware M17x R2 Laptop
Blu-ray Disc (BD) Combo (Reads BD and Writes to DVD/CD)
Genuine Windows 7 Home Premium
17 inch UltraSharp WUXGA (1920x1200) RGB LED Display
Space Black
Dell Wireless 1520 802.11n Half Mini-Card
240W AC Adapter
125V Power Cord
Crossfire 1GB ATI Radeon Mobility HD 5870
Processor Intel Core i7 740QM Quad Core Processor, 1.73GHz
9 Cell Primary Battery
Dell Wireless 370 Bluetooth Module
Notebook Keyboard
8 GB Dual Channel DDR3 SDRAM at 1333MHz (2 DIMMs)
320 GB SATA Hard Drive (5400 RPM)

 

How much did you pay?

 

~1700 after tax.

Its a shame too since its a good system all and in other than that :/

 

Either dell will swap out the bottom part and send you a technician to do the labor. The next option is to get a replacement with at least the same specs if not better. The last option is a full refund without restocking fee and then you can buy what you want. As a last final option I have seen technicians build a brand new unit as a replacement but since r2 is no longer being built they might give you an R3 if you accept.

 

Well, I just got off the phone. They said they will do a exchange and I have to wait around 15-20 working days (a month basically). We will soon see what happens!

 

Hope they give you m18x as replacement

 

if you just picked it up, do not wait for a replacement, go for a refund... unless on your dell account in "service request status" you can see they pull you a new system (that would be R3)
the reason I am arguing for refund is that you only got 21 days to return it, if you wait 20 days you simply won't have a chance of moneyback... check the service call status though... they are required to mail you specs of replacement. Or call n ask.

 

I was worried about the same thing, but they stated that they will get the specs well before that.

I have the number and will check everyday till around 5 days before the 21 mark.

Thank you for the advice all

 

How are you able to return w/o restock fees?
When i first got mine, i asked about refund and they were like unless u buy another aw lappy, you will most prob get hit w/ a restock fee.

how are ya'll getting around that?

 

I don't think I am. I told the rep the issues with the laptop. Besides the damages on the machine it almost bricked itself when doing a bios upgrade. It hung in windows around 19 out of 78(?) programmed and just froze. I called support and they told me to shut it down. I did not knowing that it would come back, but it did. So I flashed it one more time and it worked without issues.

They have that documented (hopefully) in the support case, so thats why they offered an exchange. That and also the fact that its scratched on the bottom when I received it around 4 days ago :/

It still has to go through approval and etc, so its not definite, but right now - anything is better than a "scratch and dent" that I purchased knowing it would be a "certified refurbished."

 

As suspected, my case is pending approval. Therefore I am not even sure whats going to happen.

I will keep everyone up-to-date as the time goes on.

 

Well, I received a pretty much identical laptop. Less issues this time, however it still has some pretty small gouges on the top and the the front near the grills on the aluminum.

I am at a point in which I just want a laptop, so I think I will just keep this one. Worse case, I can take some black paint and cover the small things up.

EDIT: I wrote less cause I only very quickly looked at it - now it looks like there are more issues. Gouges, scratches, maybe even a crack (not 100% sure about that). I am on the phone with AW right now and I sent them quite a few pictures. So many in fact that it overloaded the agents mailbox...lol.

I will let everyone know what will happen.

EDIT 2: Well I just off the phone, they are send out another R2 at this point. This is honestly getting annoying...lol.

 

Oh man. Sorry to hear about that.

Hang in there Smooth_J.

Hopefully the next one they will actually inspect for you before shipping it out to you. I know some cases where they had to assign specifically a person to go and check a replacement notebook before it got sent out because of similar issues you are experiencing. Perhaps they can do that as well for your case.

Cheers.

 

Been several days, and I have heard nothing yet from Dell.

I have less than 9 days to get this sorted or else I can't send the system back for a refund (21 day mark).

 

To give everyone an update...

Nothing is going on. I have talked to the rep and he assures me that they are working it, but I really don't see anything on my end.

As per the support case:

"Last Updated: 4/27/2011 12:00:00 AM"

 

Update #2:

Well, I think I am done with exchanges. My new order came in for my exchange and its the wrong screen type.

Looks like I am getting a Red (wrong color, but ok no problem) M17xR2 with a 1440x900 screen (17 inch WideXGA+ K002R). Thats not a 1920x1200 RGB LED screen like I had in my original order.

I emailed the rep so I can cancel it before it gets sent out, but I think its too late

I wonder if I can get the m18x for a good price...lol

 

My God. This makes me want to abandon all thoughts of buying a refurb. Has Dell really gotten this bad?

 

No, its just me I guess...

http://forum.notebookreview.com/alienware/575143-alienwares-dell-outlet.html

I emailed the rep but like I said before, it was too late. Looks like it was shipped already via Fedex.

I know my 21 days are almost over and honestly I am not sure what to do next. Plus, it wasn't shipped overnight...it was shipped ground so I am unsure when I will get it.

For some reason, this reminds me of the time you send a hamburger back cause it was not cooked well done, for example, and the chef spits on your burger without you knowing it.

 

smooth j,

if you are ok with tech coming to your house and upgrading parts to original config, then u can ask alienware tech support for this option.

otherwise, keep hasslin'. i'm sorta going thru samething, but i don't mind bcuz i'm still using original r2 until they get it right. i just can't afford to take time off for tech to come in and do upgrades.

 

I would, but they don't have anymore RGB screens available as shown in other threads.

So the only option is to either keep what I have now, or to get my money back. I rather get my money back so maybe I can order the m18x.

I tried to get other models/versions, but the rep said he tried and could not do so.

 

I think people are talking about Dell not making anymore RGB screens, I'm sure they have some for replacement purposes

 

They don't.
Mine was replaced with a dual CCFL and was given a gift card.
They are completely out of RGB and CF 5870.
Not sure if its in stock now.

 

I didn't realize the 5870s were out as well.

Anyway, I tried to call the orders dept, but they are closed for today. I will try again tomorrow.

The rep said something that didn't help either. He was like, I am not sure you can get a refund now...

I am like, they better with all the crap they put me through. I just hope the refund doesn't get screwed up cause this is the 3th replacement.

I am typing on number 2 now, and number 3 is on its way.

 

Sorry to hear that but look just 2 days ago, Simplified (here on NBR) had his dual CCFL 1440X900 replaced with the latest RGB led panel because of 'bleeding' problem.
I have the same screen and is great, maybe his was used(so what?) but still they had one so it doesn't hurt to ask instead of being based on some assumptions IMHO.

 

That is correct
The tech said the panel was brand new, so I do not think it is used.
It was also packaged very nicely with a lot of protective plastic.

However I live in Europe, so the USA stock may be different...

I must say Dell really has FANTASTIC service!

 

Yes but the RGB panel disappeared from the european config lists before it did in the States, people made their assumption based on this or on some temp. lack of stock.

Point being, just ask Dell and make sure you're being offered the service you paid for, not more not less.

 

It took almost 3 weeks to ship the dispatch of 5870 CF. I was offered R3 but I thought it was worthful to wait.

 

As long as everything is documented, I would call (make sure to write down everyone's name), escalate and demand a refund. I've had situations where Dell authorized an RMA past the 21 days, but your situation is even worse. Don't try to placate them or compromise and say you want to cancel and then order a M18x. Get the RMA going on your unit NOW, and get it back and your refund processed. THEN sit back and either order an M18x or whatever your heart desires.

With the outlet, unless the price is astronomically insane, I do not tolerate faulty refurbs. I simply send them back because it is my hard earned money. No consumer should ever have to capitulate to a company seeking ways to make you keep a subpar product.

With that being said, I've received many, many great refurbs from the outlet, but it can be hit or miss.

 

I just received an email about why after issuing an exchange did I decide to get a refund.

I told them why and CC'd my rep (since he did a great job) and Mr Dell. My point is so this hopefully never happens again.

I have the one unit ready to go, and the other I still need to pickup. So I am going to send the other one back tomorrow or the day after.

The best part is they say the refund will take a month. So you figure it takes them minutes to take it out, but a month to give back...