M17xR3 Third time with the same issue... fix or push for replacement?

Alright ladies and gentlemen, after around a year or so of happiness I'm back again with the same problem...

Please refer to this thread to reference the issue I have been having almost every year like clockwork: http://forum.notebookreview.com/alienware-17-m17x/696204-m17xr3-freezing-while-gaming-no-bsod.html

Even though it actually lasted a little more than a year this time (Huzzah!), the same issue has reared its ugly head again and put my laptop out of commission again. This will be the third time since it's purchase in 2011 that I have had to have the GPU replaced for the same exact issue.

My questions to you all are

1. Is there ANY possibility of me being able to receive a replacement system instead of having them replace it for the third time? I may sound mean but I am honestly tired of having to go through this every year (tech support, troubleshooting, waiting for parts, etc.) for it just to happen again next year.

2. If there is, how do I go about requesting a replacement system? I am still covered under my extended warranty which included Next Business Day Support, XPS Technical Support and Complete Care. Who do I want to talk to?

Thanks for any input!

-Matt

 

replacement !!! don't think twice holy , trust me.





FIRST! XD

 

Hey Matt sorry to hear you are having problems. I would ask for a replacement! Three times in as many years is too much.
As to who you need to ask I have no idea and you would need to tell the forum where you are before anyone could make a suggestion.

 

Im in Chicago so I think id call the normal U.S tech support but I wasnt sure if there was any other number or certain department I should talk to!

 

I will let someone from the States answer that one for you as I have no idea.

 

but didn't you have to fight tooth and nail. file a formal complaint with the BBB, and then wait a year before Dell finally gave you a replacement?

 

I've been through similar situations, and have had a few replacements over the past few years as well... Here's my advice:

I'd speak with Alienware Technical Support (1800-ALIENWARE) in an appropriate manner, no matter how annoying the representative or process may be. If they suggest another attempt to replace the same part, mention the fact that they've already replaced the part a "few times" before, and it did not resolve the issue. Explain to them that you've been through this process many times and feel there must be another solution. I do not recommend jumping straight to the topic or discussion is a system replacement. You don't want to come off as desperate, even if you are. Let them explain all of your options. If a replacement is still not mentioned, then bring up the fact that you've looked online and saw that Alienware has replaced systems for customers in similar cases such as yours...discretely, of course. "I've been doing research online in attempt to resolve the issue, and I came across a forum with Alienware owners who have said Alienware has replaced their system after multiple repair attempts. Would this be a possibility? Am I eligible for such a request?" They will have to ask their supervisor. Only then will you be approved.

Hopefully you are granted a system replacment. Keep in mind, your warranty is not renewed or extended, it is carried over to your new system. If your warranty has been extended already, or is about to expire, you probably will not be able to extend it again, even with a new system. The warranty policy is tricky and has its disadvantages, but it is the best warranty I've ever seen. My point being: if you do get a new system, take good care of it! And if you run into any issues whatsoever, take advantage of that remaining warranty.

You live in Chicago. A major regional FedEx distribution center is there. The regional Dell distribution center is in Tennessee. If you get "Next Business Day" shipping on the replacement (again, asking nicely and expressing you've been extremely patient throughout this entire process already), you should have your replacement by the next morning after it has left production ( all systems are built to order).

Good luck, hope it works out.

 

As J.Dre said, make sure you phone ALIENWARE and NOT normal Dell US support......as for replacement, yeah, I'd be following the advice of the rest of the guys who have posted.

 

Thanks for the input guys! Alas, Dell/Alienware would not budge on the replacement since the failures happened almost a year apart each time. They told me it has to be less time (3-4 months). So they are sending out the third set of a replacement GPU, Cooling system and a CPU cooling system replacement.

In the three years I've over this machine, it will now have had:

3 replacement GPU's (4 counting the defective one straight out of the replacement box)
1 MOBO
1 round of RAM replacement
3 Cooling systems
and so many clean windows installs it makes my brain hurt.

Honestly, I'm hugely impressed by the machine WHEN IT WORKS. I was also impressed with the help that the Alienware Technical support staff gave me. Was pleasantly surprised. Though I will say this rule that they can't replace the system since it didn't happen close together is some major BS.

Well, thanks again guys! Will probably talk to you again in around a year or so!

 

Well, at least they're taking care of you. The warranty is pretty nice.

I'd extend that warranty, if possible. You'll probably need it considering this is a recurring issue.