Need help with conditions of service

Hey guys,
I hope the community of AW owners can help me out with this one, I'd appreciate any feedback/ideas,
Can any of you tell me about the service Dell offers for AW machines? I want to know from legal stand point if are those guys doing right by me: It's been my 5th call in 3 weeks for replacement, I have been on the phone for 3 hours today inquiring about my fans/gpus as fans seem to be grinding and gpus' under performing (video card stability benchmark 37 fps), so I barely managed to talk the tech so he could enable switching my gpus and fans, but they were insisting on sending machine to the factory (or wherever else I had to send it) so they checked my R2 and replaced any/all flawed parts it has.
My problem as of now is that I have to leave US for 3 months in may and I need laptop with me, and though it was explained by me and I am pretty desperate about it, the manager kept telling tech to pursue me to send it to the factory.
So if my issues don't get resolved after tech comes, my next best choice as tech said is to send it to factory, which i don't have time/wish for as even now I am using laptop on daily basis a lot.
I have read somewhere here on forum that they are not supposed to be asking me to send it in or something like that, since I don't remember, maybe someone could link me something helpful regarding this
Any thoughts on that?
Thanks in advance

 

The way that Dell's servicing works is that they try to do an on-site repair first. If they need to come in more than twice for the same issue, or if the issue can't be repaired on-site, they take the machine back to a service depot to work on.

The service depot is usually the base of operations for the tech staff they send out, so it's probably in your city, or at least your state. It shouldn't take more than a week or 2 to get the computer back, depending on whether they have the right parts in stock, and how quickly they can fix the problem.

If the issue still can't be resolved at the depot, you then go through the system replacement process. Once you've signed off the replacement system (a process which often takes a couple of weeks), the waiting time is roughly the same as when ordering a new machine.

If you're getting a replacement machine, you get given your old one back. When your new machine arrives, you've got a maximum of about 2 weeks to transfer anything from the broken machine to the new one. You then call up Dell and arrange for the collection of the broken, unneeded machine.

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In your situation, I'd say let the techs take the machine back to the depot for repair. Take photos of the machine first, so that you have proof of any damage they might do as they make repairs. That way you can get them to replace the damaged parts later, something they should be able to do on-site.

Good luck!

 

alright, thanks!
I refused to send it in depot for several reasons, my major concern is that I only got 1 machine I am bounded to. but yeah, if it doesn't get resolved I'll definitely follow your advise.
From what I understood, the machine would be mailed nowhere else but to Dell Depot in Texas (correct me if wrong)

 

I don't think the computer will be sent back to Dell/Alienware.

All of Dell's tech support (on-site and depot) is outsourced to other companies. It is these companies that send out people to do on-site repairs, and these companies run the repair depots that faulty systems may be taken to. There's not really much difference between a depot repair and an on-site repair, except that the depot is supposed to be "cleaner" and has a larger selection of parts. It just makes things easier for the repairer.

Dell themselves have very little to do with the repair process. Dell liaise with the servicing company to send a tech out to you. If parts are needed, they are ordered from Dell. Dell are told when a repair is complete, or if a repair wasn't possible and the system needs replacing. But at no point during this process do they ever touch your computer.

So in your case, I'd say that the service depot is located either in the city you live on, or the nearest big city in your state. It's probably run by Unisys, as Dell seem to like using them wherever possible. If all of the necessary parts are in stock, and the problem can be solved by swapping out a few bits of hardware, you should have your system back fairly quickly (probably a week or 2). It should only take longer if parts need to be ordered in, or if there are issues in fixing your problem. Make sure that you get a contact phone number for the depot, so you can check on your system if it starts taking too long.