New M17xR3 looks kinda like a refurb. How should I handle it?

So I just opened up my new M17xR3. It arrived 11 days early, which is nice.

Anyhow, I've been on it for about 5 minutes now. There are multiple cosmetic imperfections.

1) There is a scratch in the rubber coating on the back of the screen (the top of the laptop when closed), probably 2-3" long, but very thin.
2) Media control panel has multiple scuff marks that won't buff out.
3) The front grill has numerous scratches, but all are superficial.

I haven't tested the system out yet, so I don't know how everything is. So far it is the hardware I ordered so that is good.

How should I handle this? Overall I'd give the latop a 9/10 on appearance, which is good, but it is brand new, shouldn't it be a 10? Is this normal for a new Dell? I've ordered reburbs that looked better. The Asus G73 I just sold here on the forum that was 9 months old actually had less wear on it.

Should I complain? How should they fix it if they do?

Thanks in advance.

 

Option 1: Send it back.
Option 2: See option 1.

 

There has to be a better option than that. Could they send me the parts to replace the damaged areas?

Also I just noticed the 2 RAM modules are different brands, not an ideal situation. 1 is Hynix and the other is Nanya.

 

With that Ram comment you posted . I would send it back. You pay good money for these alienware computers , don't let them scam you.

 

just call cs and have them send a replacement, it the mean time you can still use your current laptop.

 

The key is which office you speak to, if you get the costa rican call center - they are original alienware employees prior to the Dell merger - they are awesome.

It's kind of a crap shoot though, the call is routed usually to india first.

I've been battling with them for a month, awaiting a resolution still.

Don't let them stick you with that, you paid for new, you deserve new.

 

with new unit you should call customer support, do not call tech support.

 

Get customer service on the phone, and get them to order a replacement. IF they don't believe you, have them send out a tech and have him call it in while he's in front of you. A new system should not have that kind of damage. I believe dookie11 (sorry can't remember name), had a similar scratch on his system, and he got a replacement scheduled ASAP.

 

Yeah request a replacement period.

New machines should have 0 signs of wear and there is no excuse.

 

This happened to me on my M17X R2, I called them and told them about it and said I paid for a new PC not a scratched one. They sent me a new one.

 

If i was you i would return it :S since you paid full price you desrve 100% brand New product , i bought a refurb and it came looking 100% new ,
So you should get even bettering looking machine :S .

 

Go read about my story. My original came scratched, the replacement was a refurb machine (the included hat was used/smelled like nerdy fat basement guy too). Called, complained, emailed. Got $50 coupon which I haven't used, and a free Orion backpack for my troubles. But also, my warranty went away and was restored only a few days ago at my request. Still gotta figure out if it's the correct one though. So be careful when you get your replacement (keep an eye out for warranty, even though they'll tell you your warranty will not be affected). They're really sheisty sometimes.

 

UPDATE: Well, I've been looking over my laptop. I buffed out the scratches on the media controls, must have been some kinda greese or something because it eventually went away. The scratch on the back lid looks more noticable now, so I think I am going to have to complain.

Still I kinda like this laptop. I appears to have come with two years of warranty when I did NOT pay for any extended warranty. See this screen shot, it shows 2 years of Next Business Day service by QLX. Is that a normal 2 year warranty or is it something else?



Also the GPU seems to overclock fairly well. I OC'd to 820/1100 mhz and got a P14002 on 3dMarkVantage, result. I know lots of people have gotten that, but some cannot OC that high. Also Furmark maxed out at 77C after 10 minutes, which I think is exceptional, only the coolest running Asus G73s get that low.

So overall the laptop seems good, asside from the scratch. Is the warranty a fluke? Should I risk loosing it to get the scratch fixed?

 

Def get dell/AW on the line and tell them. New computer needs to be 100% condition when you open it. NO EXCEPTIONS! For the amount we pay for these things they better be top notch.

 

It would be a shame to lose that extra year of warranty to get the scratch fixed. If it really is 100% excellent other than the scratch I would be inclined to keep it. But the differing RAM brands is pretty weird. You should stress test that RAM. If you do decide to keep it, that is.

 

Good idea Kidney, I'll test the RAM. I am going to call Dell on Wednesday and see what they want to do. Maybe they can send me the parts to replace the damaged areas. If not, I'll see what they offer. I think I'll ask for new RAM also just in case. Gotta get everything straightened out before my 21 days are up. If replacement is the only answer, I'll be kicking myself if I loose the extra warranty and replacement doesn't OC as well. It is a tough call.

 

Well, delaying calling them because you might lose the warranty is a moot point. What if down the line you have a serious issue you need fixed, and they realize you should only have the one year warranty? It gets changed at that time too... Like you said, take care of it now before your return period is up. If you lose the extra warranty no big deal, you still have a year. Plus, you didn't pay for it so its not like you lose money. But, I doubt they would get rid of it, there should be no way for them to see that you shouldn't have 2 years, IMHO.

 

Just call them and tell them you are upset and demand a new unit. They WILL send you a new unit while you STILL have yours. WHen you get it just swap the hard drive out since it will be the same unit and mail the first oen back. Simple as that.

 

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You are seriously asking how women think?? That's like asking if aliens are real. No one knows! hahaha

 

I am beginning to think these laptops actually carry a factory 2 year warranty. Anyone I have talked to that only purchase a one year actually received two year.

 

I didn't.

That would be nice, though. See, my worry about him losing the bonus warranty is that I think Dell attaches their warranties to the S/N of each machine, not order number or account.

As for the overclocking - I actually don't think the OP's machine stands out over anything else I've read here in the forums. I just think these cards are all-around very overclockable. So if a new machine without the kinks is what will make you happiest, I have faith that your next one will OC well too.

 

I received a replacement alienware m17x r3 because my other one had major issues. The weird thing is my original only had 1 year of warranty and when I check my replacement service tag it shows the exact thing as this screenshot. Why does is only say 1 year of xps technical support but 2 years for next buisness day, mines says the same thing. Is this normal? Does this mean I have 2 years of warranty as well?

 

Bump
10 char

 

Mine says the same thing and I haven't even received it yet.

 

Did you get the 2 year warranty or the standard one year with it?

 

So OP, wats the update?

 

I hope someone with enough time an cash would sue dell. This is malpractice, plain and simple and its not an isolated incident.

 

I also got 2 years. Ordered with 1 year. How nice of Dellianware.

 

Ordered a one year. Says my warranty ends 6/13/2013. I know I ordered it that day but they act like another 10 days is going to kill them... Why not the day you receive it? But who am I to complain, I get an extra year for free!

 

I am on the phone with them now. I've been on for about an hour, transfered 4-6 times, hung up on once. Hopefully I'll have some good news soon.

Patience is a virtue, hopefully I have enough!

UPDATE: New system is ordered and to be shipped NBD, estimated competion is on 6-27. I checked the status and it is the same laptop I ordered so hopefully it all works out. No upgrades or perks for my 2 hours on the phone, but I didn't expect any. I had them stay on the phone with me until they email me a confirmation receipt.

I'll update on the new system once I receive it.

 

Good news. And that's pretty quick turn-around.
Hopefully luck is with you on the replacement system!!

Mine has worked out really well so far- it's a fantastic laptop!

 

To Everyone who got an extra year of warranty coverage....TraptPatriot, Barbostaan, LVNepture...

Did you pay with an AMEX card? I did, and they provide a 2nd year of warranty free with it, maybe that is what is happening.

https://www212.americanexpress.com/...toid=d13cbc0508bdf210VgnVCM40000037b3ad94RCRD

Maybe Dell Automatically does it for AMEX purchases, I doubt Dell would do it since it isn't to their advantage, but maybe they have an agreement with AMEX in exchange for lower CC charge rates.

 

I got an extra year even though I only ordered the one year warranty. I purchased mine with a debit mastercard so I don't think it is an amex thing I am not sure what is going on but I am not complaining lol.

 

Ordered mine through HIDevolution. Dont know with what card they pay. I payed them with Paypall.

 

Guess that completely rules out my AMEX theory.

 

Good to hear! Your patience must be incredible to deal with all the crap that put customers through.

Look forward to hearing that everything is taken care of for you.

 

Sad to hear AW F'ed you too.. When I ordered my R1, they had a deal for free headset and mouse with the purchase, but they scammed me by putting the mouse and headset as a seperate order and would not refund me.. Glad to see someone got something accomplished with those twats!

 

Class action lawsuit. Gotta find a good advocate (aka lawyer) who will take our cases. We gotta link up with Mavericke for this.

They are supposed to/usually process the return unit and have it to you within 1 week. If they don't, then they effed up (like mine).

I bought mine through aafes with amex, and nope. The amex thing is by amex and is independent of dell, actually.

 

Well, I got my replacement system. It looks fine, but the Service tag shows no warranty, at all! I also benchmarked and furmarked the new system. Although it benchmarks fine, the GPU runs just a tad hotter than my original system. To rectify this, I wound up just swapping the new systems monitor with my original systems, this fixed the scratch on the back of the monitor. Then I swapped out the RAM modules so that both the modules matched (I also put them under the keyboard so that it would be easier to add new RAM later). I also swapped the media control panel since the original one was slightly scuffed. So now I have a good system, just had to do some work. One thing that impresses me is the ease of disassembly of the M17. Compared to the Asus G73 this laptop is a dream.

I complained about the whole issue to Dell. They offered me a $50 giftcard which I refused by stating they had nothing worth $50 that I wanted. My rep in India was very politie and asked what he could do. I searched their website for something I could use but was reasonably cheap. (I asked for an exteneded warranty multiple times but was denied on all levels). In the end I got a Razer Orochi Blutooth mouse (retail $65). I didn't need one, but I kinda wanted one, so figure it was acceptable compensation. Overall I'd have to say the folks in India are pretty good and very polite. I head Dookie got more out of the USA reps, but I could never find a number to anyone in the USA, and I had to deal with the Business Prefered reps.

So now I'll be sending back the replacement system with the damaged parts that came on the original system. I don't think Dell will care, as long as they get a laptop back (I've reassembled both and they work fine). Can anyone think of a reason I should have done something different?

Thanks

 

I don't think that is a good idea because they already processed your return for the service tag on your original M17x. It all goes by service tags, not by just get a laptop back.

 

No its fine and once they receive either machine back then all will be well.

I have had the same thing happen to me on a few occasions and i did the same thing basically swapping parts from both machines to get the perfect one .

In the end they just want something back and it does not matter which.

Just hold onto the fedex receipt from the machine you sent back in case they try to claim you never sent anything back etc.

 

Did you sort out the warranty thing (you have warranty yet?)?

Also, I have not spoken to any USA reps. All of mine were from India. It only seems like I got lucky. In reality, it's cuz I had to keep calling and calling and demanding and demanding till they got things right.

 

You can use application like CrystalDiskInfo to get HDD Power On Hours to be sure at least about HDD if it is new or not.