Replacement M17x r3 just as bad as first, what to do?

Okay so i received my laptop yesterday, and I have to say that dell has really messed up again. However i would like to get your guys' opinion to make sure that i am right in requesting a new one.

First off my laptop was extremely dirty, it had smudge marks, tape residue, and several dirt splotches on the armrest area and on the top cover. At first i used a damp paper towel to get rid of the mess, but that didn't work so i used alcohol pads and had to really scrub hard to get the stains out. I almost scratched off the clear coast. Second the slot load drive has these tiny dust cover kind of things on the top and bottom, and the top one is ripped off in the middle, exposing the inside of the drive, and leaving it open to the elements. Third the media panel buttons don't work properly i have to really press down hard for them to actually work. And finally this is probably the biggest, when I have my laptop connected to the charger and power it on, i get a message that states " The AC power adapter wattage can not be determined. The battery may not charge. The system will adjust the performance to match the power available." When the computer finally powers on it is extremely slow, and when i try to play a game or try to do anything that requires heavy GPU and CPU usage the computer lags severely.

Now i have tried to remedy this situation but according to dell forums this seems to be a motherboard issue. The only reason why I am contemplating keeping this laptop is because i have been without a laptop for over 2 months. My original EDD was 3/23 and now it is almost june... So what are your guys thoughts and opinions on this? please let me know.

 

i would ask for a replacement or refund. if you get a replacement, you can still use the one you have til the replacement arrives.

 

thanks for the quick response inap... i think i will ask for a replacement and not a refund, because even though i am having these problems, this laptop is way better then any other out there on the market. I am just so frustrated, why couldnt they get it right the first or second time, now i gotta wait till i get another replacement.

 

no problem, kinda went through the same thing my self. my replacement unit came with weird looking smudges and stuff too but was easy to come off. they offered another replacement but i was fine with it, but i did make them send me a complete set of the case.

 

ok just got off the phone with them and they said they will go ahead and process the replacement for me and that i should receive it within 8 business days. I am praying that this new one that comes is in perfect condition. I am sick and tired of being on the phone with these people.

 

so i have been having problems with my alienware laptops from as far back as may as you can see from my original post.

The reason why I am writing here is because I would like some info and help. After returning my original 460m 3D laptop and receiving a refund and then purchasing the 580m 3D laptop I have again received a laptop that is cosmetically damaged. There were scratches everywhere on the laptop from the lid to the bottom and everything in between.

I received the laptop on September 1st and due to labor day weekend really wasnt able to inspect it until tuesday the 6th of september. At which point i noticed the scratches and dents on the laptop. I immediately called them to ask for a replacement, that was on the 6th.

Now after waiting exactly a week, i called yesterday to find out what was going on, at which point i was put on hold several times for almost an hour. I was then transferred to a supervisor, who informed me that my laptop has a 2720 processor which had reached its "end of life." He then preceded to tell me that they tried to upgrade my processor to the 2760 and that it was denied. I told them i dont need the 2760 all i want is a laptop that is working and is in perfect condition and that i would prefer him just to give me a 2720. He responded by saying that they don't use those anymore and they have none left the only option was the 2760 which was denied.

I then asked what are my options to which he replied, return it get a refund and reorder. I told him that i received several discounts with this order and dont think whoever places my new order will match the price. He then said explain the situation and they should.

When i got off the phone with him yesterday I called to get a price quote before I agreed to the return, and would you believe it they said there is no way they would price match it. They said have gone through the notes and are very sorry for all the inconvenience and that they really do feel bad, but they can not and will not price match.

I am completely clueless as what to do now. I am extremely frustrated and agitated. I paid 2300 for this damn laptop and I get treated with the run around, crappy build quality, crappy customer service, crappy supervisor support, crappy everything. I am sorry rambling and hope you do not get discouraged by my long post but instead read it in its entirety and offer some words of wisdom and help. Please let me know what I can do, and should do.

Thank you all in advance.

 

wow. I can't believe it. Did you order your original laptop new? or was it a refurb?

 

brand freaking new. get this, my original laptop i ordered back in may, had been replaced 3 times before i was fed up and just returned it. At one point i had three alienware m17x's in my house, all of them with their own unique problems. Now i have the 580m, mechanically seems to be working great, but i havent had a chance to run a 3dmark on it because of all the damn damage.

 

Honestly if I were in your shoes I'd just return it. Discounts come and go and you'll eventually get what you want. If not with AW then with some competing company. Good luck man.

 

but the thing is no matter how crappy dell is i love the look and feel of alienware computers. I hate that dells customer service has tarnished alienware for me. I honestly just want a working laptop that is in perfect condition i mean i paid 2300 dollars you would expect it to be amazing.

 

alienware customer support has made me sick to my stomach, with my M17x it took 3 weeks to repair it and even the repair wasn't correctly done. after month and half finally replaced it with a R3 (which am still waiting on ) and am now getting rid of it along with my spare M17x R2 that I had for a bit. Moving to bigger better things.

good luck on your issues hope it does get resolved.

 

To everyone: If you're within the first 21-days, don't get your machine fixed. Get a replacement sent to you, and hang onto your original unit until the "new" one comes.

 

They don't want to send me a replacement, they want me to return and reorder. They said the processor I have, the 2720, is not available any more and that the only thing they could do is upgrade the processor. When they submitted it for approval they said it was denied and that there is nothing they can do. How is that, I have to stick it out, or return and reorder and loose all the discounts.

 

Discounts are not hard to come by. If you check in a thread in the "Alienware" section you can get a name of a rep that could discount you 25-30% off (depending on how much you order). I recommend you try and get in contact with her first...get a quote for a new system and then see what you can do. I emailed her and haven't received a quote from her yet because she is very busy so I recommend calling her. I can send you the information if you want...

 

wouldn't hurt to try, i would really appreciate it maybe she can help me fix this mess. i am just so frustrated.

 

Sent you a PM.

 

Hey thanks man for the help you have provided. However she was not able to match the price i received.

I basically now have two options to get the parts that are damaged replaced, or i have to return this laptop that i got at such a good damn price. and wait till i find another discount that was so good (which i highly doubt i will). i just wish they would send me a damn replacement !!!

A dell escalation manager called me today and said "i know what I am saying makes no sense but we cant offer a replacement or any type of compensation. the only option i will give is to return the laptop. I understand that your reorder price is extremely higher then what you paid for this laptop even though it is the same configuration. again we will not be offering any other option sorry for the inconvenience." he said that verbatim!!!

 

That's horrible man. I'm sorry the rep couldn't help you out. That must have been some discount. I'd just return it man. There doesn't seem like anything else you can do...It doesn't make sense to keep a broken laptop. Sorry man.

 

I'd be really pissed if I were you. Ask to go above whoever you have spoken to. If you talked to a manager, ask for his managers name and number.

Sounds like a bunch of bull that they won't replace your brand new laptop, that they sent out damaged, with a newer processor that is meant to replace the existing one you have. It's not like you are asking to get a CPU that is 5 models higher. It's meant to place the previous model.

I'd file a complaint with the Better Business Bureau, and tell my story on all review sites. That will cost them a whole lot more money then they think they are saving by denying you a new processor.

edit: here you go. this should get you some attention https://www.bbb.org/file-a-complaint/

I don't know what the process for the complaint looks like. But be sure to name names

 

yea man its ridiculous i was so excited about getting an alienware and the past couple of months have been complete hell. i am contemplating returning the laptop but then will loose the discount. I might consider contacting the BBB. however i dont know how to go about this and what the necessary steps are. Also what happens once i do file a complaint, does dell find out about it? and if they do, do they then try to remedy the situation.

 

Click that BBB link. According to the link, it says they contact the company on your behalf. And have a certain amount of time to respond. And if they get no response, they try to contact them one more time. I'm sure whoever handles those complaints at Dell would want to resolve them in some way. And it's not like you are asking for much of anything. Just what you ordered and paid for.

With all the frustration they are putting you through, they should be giving you the highest options as replacements... but all you want is an undamaged, and working laptop. It's not like your asking for something ridiculous.

Seriously, reading stories like this makes we wonder if I even want to keep mine. And if I do keep it, it makes me wonder if it is worth extending a warranty for if all I will get in the end is frustrations if something breaks.

If you don't get your issue resolved, don't forget to leave them negative reviews. One of the first things I read on sites like amazon is the negative reviews to see what issues a product has. And if other's are backing up that claim, then I pass on the product. Companies should want to resolve things they can resolve, such as your problem. It's a pretty easy thing to fix, and cost them barely nothing. If they turn you away forcing you to refund, then you probably won't be buying a dell or alienware again. And would probably be biased on all their future products, no matter how good they are. Which does the company more good? turning you away, or replacing the damaged product they send you? seems like a pretty obvious choice to me.

 

hey lux thanks for the link, i went ahead and filed a complaint. do you know how long dell usually takes to reply to these complaints. if this doesnt work out im thinking of returning the m17x and getting something more portable like the m11x and then saving up for a desktop. ideally i would love to keep this laptop but dell/alienware are acting ridiculous, i was so excited to get this laptop and they ruined it with their customer service.

 

I dont know wats ur situation now..but this is pure deception on their part , whoever told that the cpu was an upgrade. Its not an upgrade. The cost of 2720 is equal to that of 2760 before it was archived. 2760 is the what you are rightfully suppose to get. He is trying to push you into a corner by blocking all logic sense which pretty much says he should give you a replacement.

 

a quote from micheal dell lmao

Our business is about technology, yes. But it's also about operations and customer relationships.

so when is the customer relashonships gonna improve??

 

Your will earn a handsome profit hands down if you take them to court. If you back off its a lost for you and a lost in making them pay for their cheating.

 

Thank you all for your recent posts. Well my situation as of right now, after demanding to elevate this to the highest authority and speaking to the mangager of the manager I was told tbat they will under no circumstances give me a replacement. That they are doing me a favor by allowing me to return the laptop for a full refund. But they will no matter what give me a replacment. I provided evidence by showing articles and even told them that that to upgrade to the 2760, is the same price I paid to upgrade to the 2720. Still a no go, they said you can not go by that because that's a new configuration and that they offer discounts during configurations. I kept telling the manager i want to speak someone higher, and they refused claiming that I was already speaking g to the highest authority and there was no one else above him. I am literally confused on what to do.

 

Desiplaya, I will tell you 2 things..yes its their right to just refund you if they are not able to provide a system of same configuration of equivalent.

Its of no matter what you paid, refund is the last resort when if they dont have a machine of equivalent specs. Its obvious that in the states people are being given literally used machines as 'new replacements" irrespective of the age of original purchase. But I believe there is very high return rate in the states. So this is the way they recirculate the machines. But it seems to be getting a little out of hand lately since many were returned due to the sandy bridge fiasco as well as the 460m card for 3D. I dont think they had as many issues with r2 in terms of motherboard and manufacturing defects etc.

They are producing these machines with a lot less QC oversight which seems really odd. I also believe there agents in Dell USA who are given incentives for being able to get returned machines into circulation. This is most likely the case because there is no official protocol from Dell which states them to behave in this manner. These decisions seem very arbitrary.

Your received your last system and complained within 14 days. Another thing is they possible dont have a refurbished system with your current configuration sitting with them.. so they are simply dont want to incur loss by ordering a fresh system from the factory. You are being abused to protect their cost. ANd remember if they were to put an order for you the cost would be higher than what you paid for...this is why they are resisting so much.

But this already shows malpractise and to deny what right for the consumer. They shouldnt offer refund when it is within their capacity to issue a comparable system.

Its also obvious that the moron who sends the notebook to you is not the same person who issues you a replacement. Hence there is a disconnect between the person who gives you a solution and one that does throw a used laptop into the box for you as refurb. I am also aware refurbs are much sought by dell emplyees to be bought at discounted prices.Hmmm who would want to send out the good ones eh?

Refund isnt the legal roadmap that they were suppose to take first. They have caught themselves in a bind here and shot themselves in the foot.

1.) They have already breached their terms and conditions on replacements and refunds.

2.) There is an obvious attempt to force refund at your lost knowing you had paid and availed a good discount at the time of original purchas

This is litigious based on your description, unless of course there is more to it that is not being revealed to us by you or by them.

 

At some point you have to cut your loses and run. Take the refund and camp out on the coupons which show up every 2 weeks or so and get another one. If you want, or purchase a different brand. If their finale answer is your money back take it and stop wasting your time. Move on and enjoy life. This is not it.

 

I assure you what I have disclosed in this thread is exaclty what is happening. I have not left out anythibg. But I do appreciate your help and info had, I will wait to hear back from them through the BBB if I don't like what i hear I will return the laptop and wait for some good discounts and just get the m14x or the m11x, I had gotten a pretty good deal on this which is why I don't want to accept the refund.

If anyone has any other ideas in all for it, and also just wanted to say thanks to everyone else who has helped and shared some info, it was greatly appreciated

 

Dell can offer you 2 options:

-refund.
-replacement.

Since a replacement is not an option because the 2720QM is EOL it cant be offered.

I would take the refund and re-order later when there are some coupons.

 

If I return it i know I wont get another deal like this, I paid 2400 for a 3d laptop with the 580m, 2720 processor, vizio wihd bundle and three years accidental damage. No matter the coupons I can't beat that price

 

use it for 3 years, then drop it by accident and get refund since they won't have a 2720

2 can play the game, if they are willing to screw you, you should be able to screw them.

 

Then let a tech come and fix it according to your warrenty.

That price is indeed amazing.

 

accidental damage Hhmmm, it has been known to happen. I mean if something should down the road you get a new system. Just wait for fate to deal you a hand my friend as they say s#%$ happens.

 

lol I love these responses. I thank you all for your input. I honestly think that they realized that I got a damn good deal, and when they built the replacment, that's if they don't send refurbs and claim them to be new, to send to me they saw the price and backed out of the replacment.

 

Its because they play these games that more and more customers find ways to play the same game with them. This is why they dont want to open a new inventory to create new replacement.Instead simply throw cannibalized components or used systems..I think they dont do this in asia because they will get booted out. Email a documentary evidence of all your problems and email it to michael dell address and wait. Dell's official policy of offering refund is only the last resort when they dont have a system that comparable. In this case they have a system that is comparable. There is nothing being upgraded from his last machine. EOL of processor is cited as a reason for the very first time..Its nothing but....wait for it........BULL... They should be cutting their losses the smart way

 

i agree with everything you said 100%!!! Also I don't know how to get Michael Dell's email address, any help?

 

Try his name @dell.com..

 

2nd Generation Intel® Core? i7 Processors

 

ok first off I would like to thank you all for your responses and help. I actually tried everyone's suggestions and pretty much sent out 10-15 emails in hopes of a response. After not getting anything for a few fays I went ahead and filed a BBB complaint as suggested by LUXFERRO, and that seemed to do the trick. Also just a side note before contacting BBB, i spoke to the manager in charge of my case one last time to see if he can resolve the issue, I told him listen I do not want to file a complaint because I do not know how long that takes, I just want a replacement laptop as soon as possbile so I would be willing to take the downgrade to the 2630qm processor if you can send me the replacement out. He didnt even think about it and yelled out NO, take the refund or keep the laptop THOSE ARE YOUR ONLY OPTIONS.

Ok so i filed the complaint with the BBB a few days ago and, got an email from the executive support team yesterday informing me that they would be issuing me the replacement laptop as soon as possible. I checked my account today on Dell.com, and I see that it is already in production. They have given me the 2760 processor, which I am happy about but, hey they could have saved some money and all this hassle by just giving me the 2630.

All in all I can't complain anymore I can truthfully say Dell has finally, after weeks of harassing and a complaint to the BBB, resolved the issue.

Thank you all for your support and help it was much appreciated. And a special thanks to LUXFERRO +rep.

 

Let's see what they send you and in what condition. Good luck.

 

He man, your welcome. I'm glad the BBB worked out for you!

I had a feeling if anything would work, it would be the BBB. Companies strive to keep a good image if they want repeat business. You just gotta get a hold of someone who's job it is to care about that image.

 

yes sir you were right... the laptop is being built brand new, so i hope that everything is ok with this one and that there are no problems.

 

Its unfortunate we dont have BBB like entities in my part of the world. It takes an official filing instead of just a reminder of possible legal action. You see it is right. If it were as some them mentioned where Dell is right, then they would never accede to this. This is a lesson for many.

I myself am in the process right now.But I am doing the BBB work for myself. Many customers genuinely are not aware of their rights and technicalities. Some of Dell employees do not know how to play tactfully with the customers while maintaining the interest of the customers.