Returning Replacement System for the mentioned reasons & yes the Optical works without issues.

Notebook delivered on 31st August.

List of issues:

1.) Stuck Bright Pixel.
2.) Unevenly (slanted) embedded Touchpad.
3.) A defect on the left border of the Center Control Cover next to the keyboard.
4.) Paint Chip/Scratches on the Central Control Cover located just above above F5 key.
5.) 8-9% battery wear on the newly received machine. This is a decrease of holding charge from 93,240 mWh >> 85,470 mWh
6.) The Central Control Cover does not snugly fit in well on the top left border near the hinge.After pressing in place, it widens when the display is opened. ( The issue could be because of the flex in the base when the display is opened )
7.) The Central Control Cover is flexed and not snugly fit.It freely rebounces on pressure. There is also a clicking sound arising from the Control Cover below area of Fn and Windows Key.
8.) The Top part of the Display Panel Has Plastic/RubberLike Hood or Covering. The left side is not snugly fit too the top part of the Display Panel. Its depressable and makes a clicking sound.
9.) When the screen is opened from a closed position the is a sliding and clicking on the center of the top part of the Display panel.
10.) The left speaker grill make a clicking sound too.
11.) When I received the system there was some kind of adhesive material on the right border of the raised rubber next to the display screen. ( I have had to gently scrape it away ).


A Service engineer is being despatched on next Tuesday to verify my complains.

This system chassis built and fitted with very poor QC.

I was very satisfied with the specifications that was drawn up and issued to settle my long drawn case with a brand new system. BUT I cannot accept to be forced in embarking on such extensive repairs with refurbished parts on this new system itself which defeats the purpose of settling my original case. A replacement system should come without defects both technical and aesthetics after all this is not a $100 property. The whole idea of a new replacement system is to a be a remedy in place of an existing system with problems.

It is illogical from any point of view especially consumers law wherein a brand new replacement system is issued only to have the brand new system opened for repair immediately upon receipt. You cannot hide behind the Services and Warranties agreement for such gross negligence. This negligence is a manufacturing defect, not hardware defect arising from usage or beyond the control of human.

No consumers court will accept this form of arbitrary and liberal abuse of terms and conditions. There are simply no checks in place.

It is quite unfortunate as I haven't even removed the plastic cover of the speakers.

MY ANSWER IS A FLAT NO TO PART REPLACEMENT

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I thought my returned system was bad but yours is a nightmare.
Do you have light bleed under the speakers? If so you can add that to the list as well.

Dell should give you a refund.

I really hope Dell re-designs the R4, all this plastic just doesnt fit such a expensive laptop.

 

Well yeah a little.

 

What did the tech say?

 

I had already said the exact same content i mentioned in my first post in the email etc. Infact during one of my calls with Dell Tech..one guy mentioned..the scratch is so small etc etc etc and no big deal and he mentioned like that for a few other things..He also said I have had the system for 17 days..plus he tried to delude me about dead pixel policy...I said I will accept you statement if you can email me the exact statement in an email as an official explanation, plus its my right to verify everything within 21 days, because they have delivered a brand new manufactured system. He back pedaled when I asked for official statement and confessed he was unaware when I read verbatim about Dell pixel policy for Alienware m17x. However finally one technician who most likely is more senior was apologetic when I recanted what was said by the one before. He went to his supervisor and they saw through the pictures etc. And since they have already arranged a service call, he suggested that this is the follow up they will do. The technician would come and just check. He was not to open anything etc. So yesterday an engineer came and I took him over each and every complain of the 11. He was very cooperative and then called Dell DTS. The call was then transferred to Dell Sales/Tech Team who deal with damaged goods etc.

One lady spoke plus conversed with me too. I had to explained because this is a settlement for a long drawn case. And it was suppose to a new system without issues. The basic point is this system has too many issues. I acknowledged that I would be kind to accept changes in the battery or even the Control Cover Panel which is a little work. But what is required now is the changed of the entire LCD , LCD chassis, palmrest and the base itself. So they will have to remove the entire motherboard etc. I said I cant be that kind and unfair to myself.

She was very apologetic etc. The thing is they need points. I gave them solid points over which they cannot argue. Its not a subjective case, but rather an objective clear cut case. It puts them in a liable situation.

So now they have forwarded my pictures etc to their factory team, whatever that is.. I think they are treating the case as damaged goods and not as technical. The engineer told me that the clarity with which I spoke cannot be countered by them in anyway.

You simply dont issue a brand new manufactured system only to be dismantled within a short period arising not from use but from misalignments etc due to defective chassis components or the manner in which they are fixed. There are only 2 truly technical issues with my system, the LCD pixel and battery. Other than that everything is of chassis problems.

It was fair enough for them to send an engineer to verify it. I said, I dont want to talk much and the evidence plus verification by engineer speaks for itself. I also questioned the same to her. Are the minor chips and scratches aknowledged as normal by Dell? Can you give me a legal official statement to that effect? She said " No we can't say like that ". So I said , " Do not tell the customer something that you wont be willing to testify and say in court or officially. That is unethical and wrong.". She acknowledged in agreement to my statement.

So this is the current status of my case.

 

Yupzy! Whole Unit Replacement expected.

 

Congrats man Dell really needs to step up and take the blame. They gotta go to the manufacturing plant and tell the workers to stop damaging the laptops. They should also have like an inspection team that checks each laptop before it is shipped out.

 

Desiplaya..you can quite imagine as to why they are not as bothered as they should be. Perhaps thats how much profit they are making, so much so, these kinda of complains are teeny weeny in their profit margin. If it indeed did make an important impact on their profit margin, i am sure they would have gone out of their way and camped at the factory.

 

Some things I give you but others are just being anal 99% of people wouldn't notice them.

 

man that's crazy ive had my R2 and had some problems with it and its not fixed so dell is replacing it im glad i didn't have to go through all this but i hope you get what you want in the end like we all deserve

 

if it is not resolved within the next two days...just go ahead and file a case with the BBB at least.

 

No it isn't...........especially since we are paying so much for these laptops and get crappy quality. Not acceptable.

 

Well bluejames, we dont have BBB in India, however I am pleased to inform that its being resolved through replacement. And replacements here are fresh manufacturers. Of course they is a chance of things not being correct again. But then its best we check it out of the box within 48 hours.

To be frank I had noticed all of the issues from day 2. However I was happy to tell myself, perhaps I will get it sorted out when I return to Malaysia. I was very tired after more than 3 years for a final culmination wherein I can use my system in peace. But when I realised the screen was bright pixelated...I told myself its better to just return the system.

Because to change it they have to take the system apart, and there is no guarantee the premium 3D screen will be new. I dont want to deal with that issue. Next they will have to change the Control Cover Panel.This is not a big intrusive repair. But for the touchpad they have to remove the entire palmrest panel for change. Ok...lets say...I am ok with that also. Now they have to change the base panel too because the Control Cover Panel doesnt clip in as there is an extra outward curve on the alloy chassis near the rear.

They would have to remove the motherboard itself. meaning removing the CPU the GPU etc...Thats it...thats too much for a brand new spanking system. Screw them.....why else do we pay and suffer so much and yet have complete cover..


Thanks for the response naten34. Your support is appreciated.

ewitte12... you wouldnt know if you have been given one machine after the other only to have it dealt with some issue..And all this on brand new machines. As recent as last year December in Malaysia...A dedicated customer rep had tried to ensure my RGBLED screen replacement on a 1 week old M17 R2 was new. She was given the z and asked by he colleagues as to why she was trying to ensure so hard. They remarked racistly mentioned that the customer should have returned the system if there were issues with the new system. Of course they ended up messing it really bad.They did the service call after 6 weeks of original date of entering the complaint, yet messed up.

You can Imagine the extent to which my case was argued and how much of mistake lay on their hands. Its for this reason Dell India took and unprecedented step to issue a brand new replacement based on the desperate cry for help by Dell Malaysia to solve the case.

SO I AM GIVING THEM WHAT THEY DESERVE WHEN I HAVE BEEN SO KIND AND ACCOMODATING. WHEN I FIRST GOT DELL I WAS NAIVE AND READILY CALLED FOR SERVICE AND OBLIGED IF ANY PART NEED TO BE REPLACED, BUT I AM NOT THAT GULLIBLE ANYMORE.

Yes I may not be one amongst the 99% of people who may not observe, but being a doctor gives me a keen sense of observation. You should develop some.

 

that is great to hear...hope everything works well

 

The finally sent me a quotation today. The first quotation mentioned i7 2760 as the replacement CPU for my i7 2820. Of course I got all anxious knowing how things might get sticky with Dell people before i called them. So i armed myself with compared info from Intel site which shows the cost difference as well the 6 versus 8 MB cache difference. Now I willbe getting the i7 2860.

However the lady dealing with my case was very quick about it and sent a renewed quotation within 5 mins.I have authorized it for production once they come and pick up the system. In India the practise is to take the system prior to sending the other system for manufacture. In malaysia we are given 10 days for system migration. Well I suppose they may have had some bitter lessons with customers hence this methodology.Pain in ..but what the hell. I dont want hiccups on the process.

I have emailed another request asking for my name plate for customization because sometimes they say its possible and other times no. Today I found out its possible. So lets hope she is an angel and does that for me.

I really am not into returning systems...But I dont like extensive work done on something so new. I mean in 3 or 6 months..I can understand. A CPU or GPU failure ok maybe. But chassis change!!!!! especially when its like an overhaul..thats a pain in everyway. In india the technician brings all the parts by hand via a bus. So I wonder how many boxes he would have carried if I had opted for service. 5 boxes...tough job.

Hmmm now i got to look for a box. to pack the system. I used the current system's box to pack off the R2.