Wow, I can't believe what Alienware/Dell USA just did to me - cancelled warranty when trying top use it

Ok, so after having some issues (see my other posts), I decided to call dell to see if i could have my old m17x2 mobo replaced since the extended warranty I purchased a ear ago was about to expire (and am not allowed to extend anymore). So I call, and when they check, they realized that the extended warranty i was sold (and paid for) was sold in error. i was not eligible for it (they mixed the purchase date with one of a replacement I got afterwards. So basically, they say my warranty was never valid they will issue a refund for that warranty,but the current problems with my machine will not be covered.

I argued politely, talked to a manger, etc.. but no luck.

I always thought great things about Alienware, but this has really left a really bad impression on me. In fact, IT WAS THEM THAT CALLED ME TO SELL ME THE WARRANTY EXTENSION!!!.. I EVEN HAVE THE EMAILS TO PROVE IT!!! NOT MY FAULT THEY SOLD ME SOMETHING I WAS NOT ELIGIBLE FOR. NOW I AM SCREWED

 

Sounds to me like they gave you a new one year warranty with the replacement and are now having a problem since it has expired and they asked you to renew on the old one? They cannot just cut your pre-paid warranty because they applied it to the wrong machine. Well, I wouldn't think so, what country are you in?? A dell rep said that warranties are transferred from old to new when you get a new one.

It will take a dell senior to fix this and I reckon they are just hoping you go away so the person that screwed up does not get blamed?

I'll have a look back for that post and you can try direct contact - if you are in the US?

HTH

 

Thanks, I can use all the help i can get. It was in USA. Had to talk to alienware costa rica

Here is the info of the events:

1-bought m17xr1 in 2009
2-Got replaced in 2010 with an r2 (the r1 had issues)
3-in 2013 warranty was expiring in june , they call me to extend till 2014, i paid almost $300 for one extra year of warranty
4-call today, they say that they sold the warranty based on the 2010 replacement, when in fact they should have accounted from 2009 purchase, so im out of luck

sucks to be me

 

Yeah give Luis a PM and see if he can help : http://forum.notebookreview.com/ali...r4-owner-s-lounge-thread-526.html#post9640355 he may not reply though since your original purchase was back in '09. Not meaning to diss you Luis, just might be a sticky one for you...

Looks like you could be SOL though unless you get some goodwill or you can find your State consumer laws and see if after they have sold it they are obliged to keep to it? I believe you can only get 4 years on your original purchase so technically they should not have sold it, and I have seen this once before where all they would do is refund the warranty cost

Good Luck

 

Thanks everyone. yeah, Luis got back to me, and i am out of luck. Ill try to hang to my alienware as much as I can, but afterwards, it might be time to go to another vendor

 

Yeah, I thought so, but you've had a pretty good return on your original purchase so still a good investment . Just a shame you thought you had more warranty because of a mistake on their part

 

I don't think any other vendor would have gone as far as AW did in the first place.

 

Exactly, and why I always recommend them. Just a shame I can't see the latest one as a serious upgrade without loosing all the nice looking stuff .

 

Lol typical dell. They sure know how to ruin companies. My '01 Area 51 laptop is still going strong and it's been the most reliable laptop in my collection. All of dell/aw pcs now a days are pretty much junk.
We have around 400 xps 12, 13 in our company for our managers and executives and the 800+ end users get the latitude 7240 ultrabook. We've had significantly more issues and catastrophic failures with the xps line than any other by a long shot. Not to confidence inspiring when you think about it considering it's the top of the line

 

It depends what age those XPS laptops are. I used to have M1530 with GT8600GT graphics card, which failed on me once. Got it fixed under my extended warranty and as far as I know laptop still works fine to this day (I sold it few years back). I am aware that a lot of them failed because of 8600GT and 8400GS or whatever version they used were not the best cards for durability. You would be surprised how many HP DV9, DV6, Tosh and other manufacturer's laptops using the same nvidia parts failed and still do. If you are talking about different version of XPS, it is surprising indeed. And why would a company buy XPS (consumer line) units rather than business level models?

To the OP, I would pursue this further. If the warranty was mis-sold, it's not your fault and it should still be honoured in my eyes. As you could have bought different warranty from square trade or whatever else instead and had the machine repaired. Now this option is lost as you can not buy the warranty after the fact and it is simply not fare. Email Michael Dell - CEO politely asking for any assistance in this matter.

 

They've been deployed In the last 6 months

 

Mariusxx makes a good point as to why a company would choose to deploy the XPS line when employees are going to abuse the machines because they don't own them. Would make far more sense to use the Latitude or Precision lines which are actually designed to be abused.

To stick to the topic in hand though - I do also recommend a polite email to Michael Dell as you seem to have been mis sold a warranty.