Please have a look and tell me what to do

Howdy, fellow AW junkies.

I wanted to share a few pics with you guys and see what you think I should do.

I had a system exchange approved for my M17X R2 about a week ago for some faulty parts they simply could not fix. I sent it into depot finally and they called back saying it was not fixable, but that they would happily exchange it for me since I had the top end warranty. I agreed and they began the exchange.

So today it arrives and I was stoked as it is 1 day before xmas and I will have a machine to take with me on vacation...so I thought.

It arrived not 30 minutes ago and I immediately took it out of the box and my jaw dropped. Who in the world handles QC at the refurbished shop? Take a look at the images straight out of the box. I called AW immediately and sent them the images I took via email. What else should I be doing?

 

That's no bueno either! Call em up and tell them your system exchange arrived and the chassis is heavy damaged physically. They will ask you for photos (which you have). Give em all sorts of hell. If you do, you can maybe get a bump up to a remanned R3 or R4.

 

Here are some links since some photos are too big.

http://i.imgur.com/AKufw.jpg
http://i.imgur.com/7sQII.jpg
http://i.imgur.com/IVkt9.jpg
http://i.imgur.com/PtwZT.jpg
http://i.imgur.com/FMmrU.jpg
http://i.imgur.com/vj8pn.jpg
http://i.imgur.com/ZJAOC.jpg
http://i.imgur.com/baSQ5.jpg
http://i.imgur.com/xrWjj.jpg

Thanks again for the info. Really bummed about this.

 

I was able to see the photos from your first post just fine. Get on the horn and start giving them hell right away...like right now. If they don't want to help you, you can always PM one of the Alienware reps here in the forums. They probably won't get back to you until Wed though. Don't let this go. You should also check the inside (under the bottom cover) for damage to the internal chassis around the RAM or hard drives. When I got my system exchange, that's where it was broken (not cracked, but broken all the way thru). Alienware was good enough to replace my entire bottom chassis for me within a few days.

 

Thank you very much for the info. I am going to call them right now. I will update when I have more info.

 

Just don't let up. Keep pushing until they fix it to your satisfaction.

 

Ok, an update.

I sent in all the photos and they were not all that shocked. They said the would be replacing it, but that the supervisors are out of town for Xmas and will be calling me back by the end of the week.

 

Woah, they actually replaced a 2 year old laptop? I'd have thought that they would have given you an r3 or even r4??

Is that not that likely since they seem to have old r2's lurking around?

 

So top warranty only gets you a used Laptop? Outrageous.

 

Not only used laptop, but in this case heavily violated one. It is somehow insulting to assume that the customer would/should accept that. Not good

 

Still haven't heard from anyone since the 24th, so I decided to call in today and they are saying there is no notes on my account.... What has happened to AW? They used to be such a quality company and now this? I guess I will email the rep I spoke to initially since no one can seem to find anything over the phone. Unbelievable.

 

Get in contact with one of the AW reps here on the boards. Sorry about the luck. That blows.

 

looks like that laptop was in a motorcycle wreck and tumbled over some pavement! sheesh

 

You need to keep pushing. Call up Alienware support everyday. PM the Alienware Reps here every day. Don't stop until you get a response back. You'd be surprised how far people will go out of their way to stop you from annoying them.

 

Thanks for the tips. I sent a few emails yesterday and made a few calls. Nothing was resolved. I think I will try PMing a few reps here and see what kind of response I can get.

 

I think Alienwares QC must have had an early break for the holiday's to let this one through .........good luck and I hope this is resolved soon.

 

Complain, if they offer you a replacement, demand a newer one, or even a new one. Say you don't want another scuffed up one, and how much of your time it has wasted etc....

I'm sure Alienware must have been a fantastic company before, but now dell have taken over, they just need to be given the extra push which is a bit of a pain.

 

Finally got a call back today and they are wanting to send me another refurbished machine from the depot. This is becoming irritating. What should I do?

 

If the second reman replacement shows up like its been thru the garbage disposal, then call em back immediately and ask for the supervisor. Explain what has happened with both of the reman replacement systems and ask for a new replacement instead. Be demanding but polite. AND DON'T LET UP!

 

A quick update:

I called in a few more times and spoke with managers. Nothing is happening at any kind of rapid pace on their end and they are dragging their feet trying to find me yet another refurbished machine that matches my current specs.

I have also PM'd a few reps here on the site, but have heard nothing back from them yet.

Going to file a complaint with the BBB as I am running out of options. It has been a month now and I still do not have a working computer

 

Threaten to buy with another company- that will definitely get a fire burning in the seat of their pants.

other than that, as the other posters said, give them what they deserve: hell!

 

Two calls later, and still no resolution. Managers say they are "working on it" and they never return calls or emails. Techs don't know anything. Fairly frustrated.

 

Call every hour on the hour in working hours.

Get a name, a manager, and ring him 9 times day.

Don't stop till you have what you want.