Dell have issue with Newegg purchases when it comes to warranty?

Guys, I just had mini strokes (not literally ) over my recent purchase and dealing with Dell support.

I'll try to keep it short because honestly it was loonng. (sorry it turned out long)

I jumped on that Newegg M15x deal last week. I received the laptop yesterday. I was extremely happy at how nice it was. Within an hour it required a reboot due to an Alienware backup program update. I let it, left for 15 minutes and came back to a black screen......jumping ahead.... results from my self tests (and new clicking noise on boot ups), also confirmed by Dell tech equated to fatal hard drive crash. Needs to be replaced.

First I call Newegg. They recommend I call Dell. If they issue RMA they would keep it up to 10days trying to fix it. I visualized Newegg techs inflicting horrible blemishes to my brand spanking new purchase. Off to Dell!

I call Dell. Tech tells me to first retail register laptop on website. It won't allow me to complete registration. I assume its because Newegg isn't in the drop down list of retailers. It did offer a "not listed/other" which didn't work. Tech tries to force service ticket through. No luck. He says he'll look into it tomorrow. 1 1/2hours on phone

Today I get impatient and call Dell again. New tech takes up the challenge. He was great. Kept trying everything he could. Had to resort to "special team" to get laptop put under my name. 2 1/2 hours on phone holding A LOT.

From what I can gather there was some issue with who I bought it from. He mentioned a name but it wasn't Newegg.

Again the tech was fantastic and stuck with it. Why there was so much issue when I bought it new from a well known billion dollar sales company is beyond me. I'm really not happy about it and not sure who the blame belongs to. I'm just a peon buying a new laptop expecting a warranty service call to not be a major issue and take up 4 hours of my time.

Wrapping up.....

I'm supposed to get a new HD shipped to me. He couldn't get an on site tech pushed through (I prefer the drive shipped anyway) he could only approve a drive exchange.

My concerns now are do I have a normal Dell/Alienware warranty? Will I continue to have issues if i call for service (hope I don't have to). I just got off the phone will Dell customer service concerning the warranty date. It didn't match up with my purchase. It was there before they even move the laptop under my name. They took my information and who I bought it from and said they would see about fixing it. (fingers crossed)

So much for getting excited about a new laptop. These two days have mentally exhausted me worrying about whether I'd be getting the short end of the stick. A $1200 door stop.

From my experience these two days I don't recommend buying a Dell Laptop from Newegg no matter how good the deal is.

 

I had the same issue too. I bought the $1200 laptop from Newegg, called Dell because the keyboard flexes like heck by the arrow keys, and was told to register the laptop at support.dell.com. Ran into the same issue with registering and was told to call customer care tomorrow.

Also, I'm debating if I should buy the warranty from Newegg or Dell. Dell is charging $600 for CC for the initial year. :S

The deal was too good to pass up. The warranty is actually LONGER than a year on my laptop, so we'll see what happens. Either way, I'm waiting on Ivy Bridge now.

 

Well, if you still have your Newegg receipt with the date of purchase, then I'm sure you can sort something out with Dell. Might be a toughie though, but keep vigilant! Once your M15x is up and running it's an awesome machine.

 

Well it's looks like Dell is taking care of me. They just climbed a few rungs on my like ladder. This is the exact reason I didn't buy an Asus or Msi. The hard drive has been sent, I'll get it tomorrow. The laptop is under my name and they updated my warranty date as requested.

I just need to confirm the warranty is correct. Can someone check theirs and let me know.

My shows these two line items:
Next Business Day Support BSC
XPS Technical Support DELL

Theres another page it says the contract type is "xt" anyone know what that means?

thy, did you get yours resolved? I sent a message to Newegg explaining my experience with Dell and the warranty and asked them to explain why I had so much issue. Did we have a warranty or not. If we did Newegg needed to contact Dell and resolve the issue. Customers shouldn't have to deal with that hassle. If the warranty they advertise for the laptop isn't 100% legit they should allow full refunds if we want to send the laptop back. That wasn't word for word just a very rough draft.

Tyh, and anyone else who had this issue. Fire off an email or call Newegg and let them know. Maybe they don't realize. This needs to be resolved not only for us but for future shoppers at Newegg.

thanks

 

The warranty is also under my name now as well.

I called Dell and requested that the service tag is put under my name. The laptop apparently had a previous owner that was not Newegg, so I had to talk with a supervisor to explain where I bought the laptop and how much it cost. After a 15 minute hold, they decided to put the laptop under my name.

I also have NBD support and XPS technical support. I guess it goes with all "mass produce" laptops that Dell puts out. :S

 

and here is Neweggs response


"According to our website, this item is indeed covered by 1-year manufacturer warranty. If you enter any problem when you claim the manufacturer warranty, please contact us back with the serial number of the item and the case number so that we can look into this issue for you. Thank you in advance for your patience and understanding."

So, maybe we just recieved a bad batch of Dells/Alienwares with information that wasn't corrected for warranty purposes. But looks like Newegg would resolve the issue. I think Tyh and I resolved it ourselves. So I think I'll leave it alone.

The only thing I'd still like to have is confirmation that our warranty is the same as everyone else who has a standard 1 year Alienware warranty.

again here is what mine and tyh warranty shows on Dell website.

My shows these two line items:
Next Business Day Support BSC
XPS Technical Support DELL

Does this look correct? Are we due for on-site support with this?

 

NVM, had a new post but I figured out the browser issue I was having

 

I looked at what contract type I had and it said "ND," which I'm assuming is Next Day or Next Business Day. Samduhman, you might want to call Dell and check on that.

And Dell's warranty upgrade options are insane. $600 for 1yr (current year) complete care support. :S

 

Bought my system from Newegg last week and it show's the service tag was from another computer as well; wonder if newegg is selling refurb units as "new"

 

tyh, I think I'm good. I was told I was getting an exchange but I was surprised when a Dell tech called today saying he was on his way to install new drive. I'm typing on my M15X right now.

As for the extended/upgraded warranty. There is no way I'm paying $600. I think Newegg was offering an extended warranty for $70 but not sure if it's available anymore. It was also through another party so quality of warranty service needs to be researched.

I really don't know. That's the impression you would get but my laptop, boxes, every part, piece inside was in brand new condition. Its more like someone robbed a Dell truck, created a bogus company name and sold them to Newegg.

ffdaines, you should contact Newegg and/or Dell and get your warranty straightened out ASAP. I'd say call Dell first and get the laptop put under your name. I think that's the easiest path. Your agree tyh?