Help dell/alienware officials regarding tech replacement warranty issue...

hi i just got delivery of my new m18xr2 tech replacement.

Anyways i did a warranty check with the new service tag and my new m18xr2 warranty had all expired. So i phone dell australian service, and they said since you got your new laptop replacement the warranty on the agreement offer does not apply! ?
But instead they used my dead m17xr2 warranty dates (which has all expired ofcourse).

Is dell trying to get even just because it was a tech replacement? (from m17xr2)?

I have the dell "offer" quotation (in pdf file) stating that with all new systems comes with 1 year warranty. says in fine print. even in the box came with a warranty statement letter (date 2012) advising me about 1 year premier warranty under strict Australian Consumer Law.

I am from australia. but we have to deal with malaysian (penang dell head office) tech customer service, which was very poor, unprofessional conduct.

There seems to be a new rule that tech replacements get no new 1 year warranty, now thats BS. I thought when I AGREED on the dell offer that getting the new m18xr2 will come with new 1 year premier warranty as standard on the date that the order was initiated.

Any fellow m18xr2 users who had tech replacements get their 1 year warranty reinstated?

Can someone from dell/alienware please advise/help?

thank you.

 

seems Dell is going a new route with replacements.. I 2 am in the same boat.. Thinking of selling my current machine and just buying another one..

 

I can tell you that after recently having a Dell Ultrasharp monitor replaced under warranty, what happened with me was that I had 2 and a half yrs warranty left on the original, the replacement they sent was brand new BUT I was not given a new full warranty - basically, the remainder of the warranty on the original was transferred to the replacement - even though it was brand new. Terminating what was left on your original warranty just because you have used it is not acceptable practice in my eyes - the very least I think you should get is the balance of the warranty from the machine that was replaced transferred over to the new replacement.

I can see (to a degree) where Dell are coming from with this. If they re-extend the warranty on the replacement, it's increasing the potential for another replacement - which they have to foot the bill for. It could turn out to be a never ending circle if they keep extending warranty on replacement systems. They've already replaced your machine with a new one. It's not nice but I reckon it's fair to a degree. Not wanting to sound harsh but it sounds to me like your M17x R2 was coming to the end of it's warranty and you got an M18x R2 as a replacement just before your old R2 warranty expired. That's pretty good. I don't see why Del should re-extend the warranty on the replacement, even if it is a new machine because its a replacement covered under your original warranty.

With that said, I reckon the least they could offer you would be the opportunity to extend the warranty on the new machine at a discounted price.

 

well dell should not have included in the quotation 1 year premier warranties and all that...its a contract why are the breaching the agreement? if they didnt want to give us the extended new warranty on the new machine. they should not have included in the offer quotation. its in fine print blatantly lies or just recklessness on dells big corporation tactics. and i recall the useless tech replacement employee telling me a new system will come with new warranty. "don't waaalllyy lah" they sure are playing games with us. next time i won't be so easily decieved...

if i knew it was coming down to this, i would have fought for 1 year warranty+the new machine and made sure what we had agreed in the quotation was everything that i will get. i fought hard and was a very stresfull experience for the m18xr2 after 3 rounds (3 offers of lesser quality and stupidity of dell tech suppport) of email battles and treated us like fools. very disrespectful. we the consumers know more about pc tech than those dodos in malaysia.

But you beleive and trust them. u read the offer quotation carefully. u check u get all the parts correctly.and accept the offer quotation wholeheartly, well what if they just sent me 1 video card? or the screen has problems? or a total piece of refubished piece of m18xr2 trash that deosnt work?... how am i suppose to get that replaced or the right to repair when i have no warranty on new system whatsoever? dell obviously says here u go "replacement" now fack off....excuse my french...

if they just let us known earlier. i would just pay for the god damn 1 yr premier warranty...if i didnt check up on the warranty issue. we would have been in more up sh!t creek...

 

If I were you, I would send a tweet about your problem to @DellCares - they may well be able to help resolve your issues. Either that or reach out to one of the Alienware reps on the forum here.

 

kennyman, I also believe you deserve what you've been promised. Get in touch with Dell and try to work something out. Just play it cool alright?

 

yeah thats right what they PROMISED, good word ....

thanks for the feedback guys...i don't know who the dell reps are here...so yeah waiting on the Alienware reps on the forum here...

 

You could try reaching out to Pablo, he's a great guy: Alienware-Pablo_R - if you send him a private message, I'm sure he will do his best to help out.

 

Just wanted to jump in to give an official word on the thread. The 1 yr warranty on NEW systems is for NEW system purchases. The system replacements by warranty are attached to the Warranty Policies and as StevieJones133 shared we provide the same contract to the different service tag. Meaning that if you had only 6 months left on the previous one you will get the same on this one. Sorry about the inconveniences but I just wanted to leave things clear. If you need more info about the warranty you can always go here.

 

thanks guys for the clarifications and advice.

cheers!

yup i got an offer of AUD$299 for 2yrs premier service/warranty..(good deal?)
well dellcare on facebook may try to give me a better discounted price on the $299...hope he can do better for all my troubles with those 3 monkeys from malaysia. while i am at it, i will try to get a discounted/price quote on an upgrade to GTX680m SLI...and we have been transfered to another tech team...so thoses 3 monkeys will never deal with us ever again..that just shows those 3 monkeys have a bad reputation and cannot do their jobs correctly and professionally...