Received Outlet M17x R2 -> HORRIBLE & RIDICULOUS CONDITION

My M17 R2 was just delivered today with the fastest shipping and I did not have an opportunity to fire it up until tonight...

The Nebula Red is PHENOMENAL btw.

But this laptop essentially appears as not fixed at all, perhaps not even look at from Dell when returned from the previous owner....

The problems:

1) The first time booting, I hear multiple clicking sound from the HDD. Loud enough to hear. Each time I boot up, the HDD clicks and when I was installing something there was some serious lagging with more HDD clicks.. Something is definitely wrong with it.

2) The screen flickered very very often regardless of brightness. And when I started youtube video and full screened, upon starting the entire screen was showing like random distribution of random colors. It is hard to explain without you seeing it, but it was like is you threw random colors of paint in the wall for artistic reason. like different colors mingling in random ways...BASICALLY the video did not play..

3) Leading to this issue, when I started to exit out from the video, the screen turned all black. The monitor was still on as I could see the backlighting, but no response at all. So I had to manually turn it off. When I ran the diagnostic, in the part where it displays different colors in the screen and asks you to press Y or N, just right when that test starts, the computer would shut if self off. Tried twice with same results.

4) Oh and the Enter Key, Shift Key and Arrow Up key does not work.

5) The battery is detected and charged, but it LITERALLY lasts less than 5 minutes with full charge. I was changing to a different desk and had to move the AC, and it turned off. I kept charging again and all but has the same issue with the capacity.

6) Right now what happens is that it will post and show Alien head, but JUST as when windows starting thing appears, the computer just shuts down really cold. And I have to start again myself with same result over and over again.


I am VERY VERY EXTREMELY disappointed with the Outlet production. Man this is RIDICULOUS... There is issue with Hard drive, Graphics, Battery, and Keyboard right off the bat. I am still not sure if the flickering was caused my bad mobo, screen, or GPU.....


Anyways in another thread that I created, this guy wanted me to post any issues that I encounter here in the forum so you guys can suggest me what to do.

I called Alienware TWICE (disconnected as I explained) and they said I can get it repaired, but they recommend the system exchange of some sort. I told them that I will get back as I need to figure out what I can do and what my options are.

So because of distinctive specs of my laptop, it appears as of right now that there won't be specific R2 that will satisfy my current specs.. And I read a post somewhere with this guy suggesting to a owner of R2 to get a exchange for M18x as they both have dual graphics available.


Any suggestion is welcome. Please help me out with this issue.... Again, I am extremely disappointed and upset with the Scratch and Dent model of Outlet.........

 

BTW I do not mind the weight and stuff like that. I have Adamo 13 for mobility....

There are some scratches under the screen area, where ALIENWARE lights up,but I guess I bought scratch and dent so I cant really complain that...

 

Return it and buy r3 or 18x. Enough said!

 

Thank you for the reply.

Well the problem is..... I got this spec for $911 before tax... YES you heard me... So since it is a crazy cheap deal and was under $1000 which was my budget, I bought it..

If I return it, I am 100% sure I wont be able to get anything close to this spec + Nebula Red + Full HD. So basically money back and no Alienware...

Well I need a high performance laptop right now and I would really really like to keep this laptop since it was really cheap. So any suggestions on the repairing or the exchange?

Thanks again for the quick response.

 

Don't return it!

Get them to exchange it for a M17X-R3 or a stock M18X

If you return it, you'll have to add more money out of your pocket on-top of the refund money to get either of the laptops I mentioned.

Aim for a M18X and settle for the M17X-R3 since they don't make M17X-R2's anymore.

If reps aren't helping you, google the Michael Dell e-mail. There's a team that monitors that e-mail address and they reply within 24hrs with the highest level of service for situations like yours.

I'm betting that they'll give you a M17X-R3 with a 6970ATI/1080p screen based on your R2 specs, unless they're feeling generous Never hurts to ask for more (M18X) though.

Don't worry, you will be covered. Everyone on these boards that have been in a similar situation as yourself has received an expedited replacement (that I've seen)

 

I doubt they'll give him an 18x or even an r3.

 

Thank you for the reply.

I checked out the R3, but I would personally have R2 instead of R3 due to lid design and supported dual graphics and upgradability for the future.. Design is a huge factor for me and I hate that new lid design in the R3..

So do you think the stock M18x is something reasonable to ask?? I just dont want to sound unreasonable by asking too much for exchange. I understand that there are limits and all.

So if I were to ask for M18x that can at least satisfy my basic specs like bluray, 8gb, dual graphics, that would be reasonable?? I understand that if they do match these specs, the odd are that it will probably much better in terms of performance since its newer model...

Like I said, I HATE the design of the R3 - just my Opinion and no offense to the owners... (I use the Adamo 13.. u can probably tell how I value specific designs)

Any other thoughts, opinions, or suggestion?

 

To be honest.. only a fool will give you an 18x in exchange for an r2. And Dell aint fool.

 

Thanks for the reply.

Is there a policy that does not allow people to get a different model??

Well As far as I have been checking the outlet, R2 in Nebula red very very very rarely will have 1200p, 8gb ram, and bluray.. So I was just thinking that they might not have R2 available to match my specs..

Another concern is that technically M18x is offered in the outlet, but they dont have any stocks for it. Someone mentioned I saw a week ago that dell might be saving up some just for exchanges and repair so....

If they were really adamant to give me R2 wouldnt I have to wait indefinite time for the R2 with similar spec to pop up??? I am sure they wont build a laptop using refurb parts to match my specs anyways...

Let me know.

 

Oh ok. So you are saying that it will be unreasonable for me to ask M18x if dell doesnt have R2 currently available to match specs and ship out to me?

Well I do remember some members back in the day who got Alienware as system exchange for their XPS... I actually read a post today with this guy who got TWO M17x R2 in exchange for his TWO Inspiron fully loaded...
Hmmm...

 

Just a couple weeks ago a guy with crossfire 5870 and 1200 res got an M18X crossfire on these boards, so it's still in the realm of possibilities Worth trying to get one anyways

I'm pretty sure they'll settle for an R3 nonetheless, since they don't make R2's anymore and I doubt that they'll be cheap enough to dig through outlet matches

 

There's no harm in trying... so go ahead.. but you get what you paid for. Good luck!

 

i doubt they will match a 911$ outlet refurb laptop with an m18x. I mean the base configue for that is $2000 and thats with a single graphics card. They probably will have to come and try to repair it atleast a couple times before they even think about an exchange

 

@Tankor:
They've done it before, it's possible! About a month ago someone got an M18X from a faulty 17" XPS (best exchange I've seen thus far) and more recently, someone exchanged their R2 x2 5870 for an M18X x2 crossfire. It's all about how you complain and the luck of the rep draw.

OP: I guarantee that you'll have positive results by e-mailing Michael Dell. Explain your dissatisfaction with the product and how you're very unhappy and they'll offer you options to retain you as a current and future customer.

 

Yes but i doubt the guy they did it for bought one for $911 dollars and at a time where the R2 isnt as relevant. I mean yes it came in condition, but thats the chance you take from the outlet.

 

Thank you for the reply.

1) Well I got it cheap cause I was very lucky, (once in a while system error does produce excessively cheap price... + 20% off coupon) but the specs itself is not basic at all I think. And the tech support doesnt know how much I paid for so I dont think they will compare prices.. Isnt hardware spec what they consider? Or I could be wrong..

2) They gave me an option for repair or exchange in the first place.


I guess I will try and ask for M18x. It would be pretty cool if I can get it. But if they strongly insist on R3, cant I suggest that R3 is only single graphics and therefore not the right one for R2 which is dual graphics? I am not trying to take advantage of the better M18x, but I am really thinking of upgradability for the future and thats also a huge reason I bought M17x R2 over M15x... R3 doesnt have that option so hmm....

Just wondering how I should approach asking them... Never had an exchange before so any help would be appreciated...

Thank you all for your help btw.

 

You're right --- it's based on hardware and not price. Replacement terms are "better or equal components". Usually, it's "better" due to the inconvenience the customer had to go through.

And yes, you can suggest/push that the R3 isn't SLI/Crossfire which is what you bought the R2 for.

If you end up getting an R3, then I would sell it, pocket 400$~ in profit and retry the outlet for an R2 (if you really, really want it).

 

Thank you for the reply. I guess then I should try to sound really polite and all to them... I was kind of blowing off steam to them when I first called..

I will email Michael dell if the rep is really really insisting that I get the R3.. (which like I said I think does not match R2 as well as M18x does)

Appreciate all of your opinions and previous cases. Please keep them coming..

 

When they do exchanges now its all based on what you originally paid .

They might go over $100 or heck even under to try and find a similar spec machine.

If they cannot find you a machine they will just offer a refund.

Some of the crazy stories you hear are based on the fact that originally they paid a boatload of cash for there machine not $911 .

Have been a Dell customer for MANY years and i have been through ALOT of exchanges so yeah most people only read the tail end of a story not the whole thing.

Good luck getting an M18x .

 

Thank you for joining (?) in to help me out.

So you are saying that the tech support considers price than the specs??

It may be a different department, but my friend got an exchange for precision M4500 for a much better spec.. Every hardware literally was a better one.. and of course he paid really really cheap for the original one..

I did see in other thread where this guy was offered 560m sli and people told him that he can pay differences to get 580m sli. and i understand how that plays out.

But again, they have access to know how much I paid?? Seems like they didnt when I was on the phone orginally..

Thanks for your help again.

 

They do have access to how much you paid and the exchanges will be handled through Dell customer care most likely based out of india ..

As for your friend and his Precision, yes buy a Dell business machine and its a whole different treatment as i have owned precisions before and they treat you amazingly.

I myself have had quite a few exchanges and also my close friends have as well ,these fairy tale stories you hear or read and alot of times you dont get all the facts from the person telling the story.

There is a thread called something like Dell legacy something or other and that will give you an idea if you want to read ALOT and see what Alienware has offererd some of these people that have spent a ALOT of money and sometimes they come out good and other times its a nightmare .

Recently i had an M17xR3 which needed a media panel replaced but they could not get the part so they said we will exchange it . They sent me 4 different machines all lower speced every single time and refused to even give me an equal spec machine telling me i paid to little and they could not do it. I escelated it to the top but was flat out refused and thats just one scenario .

I am very polite and know how to talk to people on the phone but all the managers i spoke to said flat out its based on what you paid so tough luck.

The only real time you have power is within the 21 days and even thats limited. You can generally get an exchange fairly easy up to 45 days. After that they will keep throwing part after part at it .


Right now my friend has a M15x they just want to keep fixing over and over and refuse to replace at all and they have swapped out every part just about and some more then once .

Dell is awesome though because they will fix your machine on site so to me regardless of any short comings they are still the best in my book. I just want a working machine and i always do all the
work while the tech watches so i am fine with Dell more then any other company .

 

Thank you for sharing your experience.

Wow that must have been hell of a nightmare... Seems like I guess it could also really depend on who you have for rep?

Yea mine is definitely under 21 days so I have that availability for the exchange.. Hmm then what do you think is the best way one can do to have the right or better result?

I mean I would DEFINITELY want at the least Nebula + 1200p + 8gb + bluray since that is initially what I got... So what happens then for R2 no machine is available with these specs? and of course assuming that I successfully persuade them that R3 is not reasonable due to single graphics and blah..

 

Honestly if you like the machine just have them repair it. Thats the honest to gods truth.

All the parts can be swapped so easily and in the end you just want a good working machine and they can do this for you.

When they wanted to exchange my R3 i did not want that, i just wanted the darn media Panel, but they said its on perpetual back order so they have to give me an exchange. But when exchanges start showing up that are worse ??? How is that even fair ?? but AHH i used a coupon and got a good deal and you would think they understood this ? nope just how much i paid .

So yeah get it fixed if its what you want . Screen scratched badly is not really acceptable IMHO even for a scratch and Dent so if you keep it just be nice when you call ALiewnare and usually they will work with you to get you happy.

Good luck though .

 

There are so many things wrong with your machine.

Let Dell try to fix it..if it cant be fixed they will give you another system, if that one is messed up to let them fix it again etc etc etc. After 2 or 3 exchange's you can at least demand a M18x because you want dual GPU's.

It's going to be a headach for a couple of months but just stand your ground.

Do not Email Michal Dell, let Dell fix it for you, if Dell wont help you then email him.

 

Haha i understand..

I mean like I am of course totally fine with getting the R2 as long as they can match the specs at the least. My concern was that they probably wont have system available (which they acknowledged as really hard cause of the color and screen choice) and I WANT a system right away. I know that M18x is available because nebula red and 1080p is standard, which is fine with my btw, and so that is essentially reason why I was wondering if M18x would be reasonable for me to ask. It is their fault too...

I will try to call them up when I can..
But so do I ask them for "suggestion" of which model or do I at front "ask" for a specific model? Just wondering...

Thanks for your help again

 

Tell Dell you dont have high hope's that the system is ever going to work flawless. Let Dell give you a option. If its the R3 just tell them you bought a dual GPU system because you need the GPU power and that they should offer you the M18x.

 

Please do not abuse the Michael Dell email, this should be used in extreame customer service issues. I understand you got a outlet pc in horrible condition but have Dell come out and fix it. I think you will find they will take care of you and will have a working laptop. If after the fix it you still have issues then take the next step.

 

Of course I understand. It is the last resort I hear..

Brabostann: Ok that sounds very reasonable and probably the best step..

Oh and I just have a quick question.

The support page says that my warranty is XPS Technical Support. But does that mean I can call the xps tech support department to get troubleshooting and tech support?

Cause the alienware hotline is from 7am to like 11pm so I dont get 24/7 support otherwise... Please let me know how you guys are calling and from whom getting the support...

Last year when I had the M15x, alienware department was 24/7...

 

I am pretty sure you have to and want to talk to the Alienware support team. I think Dell just made that change regarding the 24/7 support since some of their pages still mention it.

Good luck.

 

So i understand that during office hrs i of course would contact alienware, but during off hours i call up the xps tech support department??

or does this mean that AW users dont get 24/7 support??

Thanks.

 

Honestly I do not know since I believe only Alienware support can support the devices. They are still open 6am-midnight central time. You can try calling XPS support but I am thinking all support is going that way.

 

Its hard enough finding an AW support rep that understands it

 

Call custommer support they will open a case for it.

 

I had to send an outlet alienware back due to an incorrect LCD screen. The rep I spoke too said they will only exchange the laptop for something similar and the laptops they have for exchanges are a special inventory. They will not ship another laptop out from the outlet to replace the unit in question.

At least this is what was told to me. I ended up sending the incorrect laptop back and re-ordered another one.

I should be receving it on Monday.

 

Having back from a funeral at LA, I finally had a chance to call back AW...
BTW AW Support is NOT 24/7 indeed...

Anyways, I informed him about the past discussion/problems. He did see the note for the system exchange and put me on hold for like 7 minutes.

He came back to say that he actually needs to have the major parts at least replaced few times before sending out the replacement, which I sure understand. He kept telling me that I can just return and get a new one.. which I won't do..

What is your suggestion? The only reason I want the exchange is so I can have this dirty computer replaced with something that won't have much troubles and have guarantee in the near future.

We concluded that the parts that need replacing is:

screen (hinge and scratch&nicks problem)
graphics cards (flickering)
Motherboard & battery (battery problem but he said that mobo should be replaced as well)
Keyboard (enter, shift, arrow up key)
Hard drive (for random clicking...)
-> This is SIX "major" parts as they say...

Please let me know if I am wrong or being unreasonable.. The reason why I wanted system exchange is because right now it seems to be they are essentially replacing most of the main parts...

At this point I dont really mind whether it is R2 or M18x. Also because I dont like the design of M18x... I need a FAST and guarantee that the computer will last, also since I only got 1 yr warranty.

How could I push for a system exchange right away without having to replace all these parts and potentially have some other problems popping up in the near future??

 

Ok so I got an email from the AW department and I managed to call again.

The different rep told me to call up SRS-Cancellation department. He said that that department takes care of cancellations AND system exchanges and that since it is under 21 days they should offer me an exchange instead of having me cancel and all.

I will see how it goes tomorrow when the department opens...

 

For those who might be wondering...

Finally the department authorized the system exchange... It appears that it might be the R2 as she emphasized "like to like" system..

But I have to wait 10-15 days?????

 

Still folowing this but dont know what to tell ya.

 

I was told the same exact thing when I went through this process.

The said 10 to 15 days because they have to find a suitable replacement. They tried offering me a replacement that wasn't even close to the system I wanted to return.

I decided to just return it and re-order another one.

In the end, I got exactly what I wanted.

Good luck.

 

haha.. It must get the Nebula red.. my fingers crossed..

Anyone who got an exchange recently: how did it actually take you to get delivered/shipped????

 

Thanks for letting me know. Did you end up waiting for 10-15 days??

How ridiculous was the spec difference? They didnt give you any options?

 

TBH I dont think Dell has a similar or better system in stock.

They are going to give you an M17x R3 or M18x R1 in the end.

Just wait a couple of days for Dell to confirm if they can send you a similair or better R2.

 

I think Dell definitely has some available. Surely the outlet stocks for sale are not the ones in the stock room for exchanges, but there are ones with nebula red 1200p but they are ALL extreme cpus...

I think they will incline to give me an extreme cpu R2 than R3. And at this point, I noted that R3 I wont take due to single graphics set up and they understood.

I will see how it goes... The M18x is much better performance and better upgradeability in the future due to its high wattage, but I prefer R2's design soooo much over the 18x's.... So urgggg.

But surely it is rare to have red/1200p/8gb/bluray that is not extreme cpu and dual 5870s.. so I guess i will have a better spec hopefully..

DId u have any experience with exchanges?

 

Dell understood the M17x R3 is not an option which is good. More change for the M18x R1.

Sizewise its the same as the M17x R2. No experiances with exchanges, I always got my money back and reordered.

If in the end Dell is willing to give you a M18x R1 with 6990m CF for the price you paid for the R2 I would be verry happy.

But first let Dell confirm they can send you the system you want.

 

haha that would be SICK.. But i would be real happy with just basic cpu and 6970s.. Of course..

yea once I have any updates I will post here.

I got this service request number... I am wondering how I should use it to track down my "options".. or will they just send the unit without my confirmation?

 

When i decided to return the first outlet laptop i ordered, it only took about 5 days to get my second one delivered to me.

The specs were very different. The processor, a single Nvidia card compared to the Crossfire 5870, memory and they couldn't tell me if the screen on the replacement laptop was the RGB screen.

That in itself made my decision easier to make. I just returned it.

 

Im pretty sure if you call up and provide customer care the number, they should connect you to the correct group.

Hopefully you'll have better luck than I did. I got the run around for about 5 days before I ended up returning the first outlet laptop.

 

But I guess u did get a much better system so that is good! How recent was this???

 

I just received the system on Monday

 

That is great man.

i am just personally hoping for Xm, 5870s, and RGB to compensate for my disappointment and hours of calling to them..

so it took you five days... Hmm... it looks like dell is really really tightening up with system exchange... also since the 2nd half is projected to be bad for pc sellers as dell say..