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    Dell's response FFS

    Discussion in 'Alienware M15x' started by jenko2005, Sep 8, 2011.

  1. jenko2005

    jenko2005 Notebook Enthusiast

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    From: "[email protected]"
    To: Cc: [email protected]
    Sent: Thursday, 8 September 2011, 14:28
    Subject: RE: SERVICE TAG

    Dear Mr. Jenkins,

    Especially for this reason:
    loading all this HEAT cannot be good for the other parts in this M15X i.e. hardrive, memory, graphics card and fan, cpu and fanthe system requires a complete diagnose in the depot. The fact that replacements of heatsinks and fans didn’t resolve your overheating issue, points to an unknown source of overheating that is not diagnosable via phone. In this cases our support technicians are disabled to send onsite technicians and have to take the system to our service facility, where existing hardware issues can be diagnosed with better accuracy and resolved at nearly 100% of the cases.
    This better resolution rate is related to additional diagnostic-tools that are available at our service facilities.

    Generally the heatsinks and fans are not repaired, as this is more cost-intensive than a replacement the entire part with a new one. This doesn’t exclude the use of a “like new”(refurbished) part. This parts are tested and functional parts from disassembled Dell-computers(canceled systems). But nevertheless if there is chance to receive a refurbished part, you agreed by accepting the T&C’s during the order process. In our T&C’S point 8.8 you are informed that we use “components which are new or equivalent to new in accordance with industry standards and practice” what means(new, refurbish or repaired).

    Please accept our offer of a repair in one of our service facilities, because this is the only applicable and most reasonable way to resolve a hardware problem.

    I hope for your understanding.

    With best regards
    Sebastian


    Sebastian KopplinAlienware Escalations Specialist
    Dell | Alienware Technical Support
    UK Freephone 0800 279 9751
    International 00353 120 44 359E-Mail [email protected] Alienware Ltd., Unit 1 Blyry Court, Blyry Industrial Estate, Athlone, Co. Westmeath, Ireland
     
    jenko2005, Sep 8, 2011
    #1
  2. ASCI_Blue

    ASCI_Blue Notebook Consultant

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    I fail to see the problem. They're offering to fix your frickin' computer so either take it or GTFO.
     
    ASCI_Blue, Sep 8, 2011
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  3. runamonk

    runamonk Notebook Consultant

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    Everyone wants a free upgrade. Greedy. They offered to fix your machine, have them pick it up and fix it. Just make sure you backup all your data before you send it off.
     
    runamonk, Sep 8, 2011
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  4. jenko2005

    jenko2005 Notebook Enthusiast

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    they can fix it at my home address no problem but there refusing to send out a tech due to them sending him out 7 times but i aint sending it away theres people who have been waiting a month plus for the return of there system also there people who have had there systems misplaced look on the dell community website
     
    jenko2005, Sep 8, 2011
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  5. ASCI_Blue

    ASCI_Blue Notebook Consultant

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    losing happens regardless, get delivery confirmation so if they do lose it you can say you got my and lost it now replace it. if they refuse then you can take their collective asses to the cleaners for a new system.
     
    ASCI_Blue, Sep 8, 2011
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  6. Mexic00ls

    Mexic00ls Notebook Deity

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    i sent them my machine thru next they air that they provided, i took picks for cosmetic purposes, and of some internal componets, at the end it come back fully functional, everything was tagged with my service tag # and no cosmetic damage. took a total of 4 days to get it back.... no complaints from me and i would encourage u to give them a chance, its your best bet.....
     
    Mexic00ls, Sep 8, 2011
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  7. James

    James Notebook Evangelist NBR Reviewer

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    I sent my M17x in to the repair depot on August 29th, and it was delivered back to me on September 1st (4 days total). I had to have many of the chassis parts replaced because of a botched at-home service repair.

    My system came back to me in new condition, not a single scratch on the M17x. All of my issues that were outlined were fixed.

    Your mileage may vary, but for me the repair depot was top-notch service.
     
    James, Sep 10, 2011
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