*Alienware/Dell - Warranty Discussion Thread (Questions Only)*

i actually have an awesome indian customer care rep.
It's a matter of luck.. It really pisses me off they are trying to rip you off like that, next time ask to speak to a supervisor!
So are they fixing it for you ?

 

Well the person i talked to was a lady and she did transferred me to her manager and he also was asking me the same thing. So i guess some of them are scams, but i probably try and call dell again and ask them about it. It just doesn't make any sense.

 

What kind of warranty did you purchase with the laptop ?
Can you paste the warranty line from your order details here ?

 

KiLlaStrémé07 -

Welcome to the forum!

Depending on your geographic region, you will have different criteria for warranty repair. If you are in a region which does not have on-site, your only recourse is to send it in. For a full breakdown of warranty coverage by region, please see this link:

Dell Services | Service Contracts | Dell (Use the Home/Home Office pull down menu - unless you purchased via a member purchase program or business program)

Concerning a 'software warranty', Dell does provide Software support - this is an extra add-on and IMO is not worth the price they ask. You are much better off posting here if you run into software conflicts. We have the Windows OS area of NBR where you can discuss a wide range of OS conflicts with given apps. For AW related apps, you have the resources of a large group of owners right here... many of which are more fluent at troubleshooting than your basic tech support rep simply because we use these systems constanty. For a breakdown of software support coverage offered by Dell, see this link:

http://www.dell.com/content/topics/...station-home?c=us&cs=19&l=en&s=dhs&redirect=1

I am merging your thread with the warranty question thread. See post#1 for additional links/info.

Best of luck with the repair!

 

So with advanced accidental warranty, if I upgrade to aftermarket SSD and RAM and I accidentally drop my computer and it gets totally smashed, does the RAM and SSD get covered?

In Dell's agreement document it says

"Notebooks. Only the central processing unit, internal keyboard, internal hard drives, and the computer’s built-in LCD are covered."

I am tending to interpret this as any internal hard drive is covered whether Dell original or aftermarket (as it does not specifiy that it has to be "original" and "sepcified in invoice"), but RAM is not covered.

I am also assuming Dell will provide the customer with a working computer that does not look like it has taken a beating, although I understand that Dell is not obliged to provide a cosmetically perfect system.

 

No only the parts that were purchased at the time of the sale would be covered so your ram and ssd would not be.

 

Technically I would consider them covered, you will need to beat the hell out of them but I think you can get it covered.

 

First, I'm pulling my hair out here. The company I worked for originally bought a Studio XPS 1645. We had it for a few months before we noticed some major issues with temperatures. We would use it with our projector for PowerPoint and it would randomly shut down due to heat. After many attempts to fix it, Dell issued a replacement AW M15x in October 2010.

Great laptop (bit heavy!) has been holding its own till about January of this year. We started to notice lines in the screen would randomly appear and vanish. It would not enter sleep mode. The bios would randomly reset from time to time (default back to 2009 date). Sometimes when powered off, we would try to turn it on, and we had to do the power drain trick just to get it turned on.

We had the motherboard replaced in April, which seemed to fix the issues for a time. But now they are reappearing and today the laptop has bricked on us in the middle of showing a DVD to a potential client. Needless to say it powered off randomly, and would not power back on. The Alienware head lights up, then powers down.

My boss is furious. He wants me to contact dell and get it replaced asap. We purchased it under the small business account with next day business support. But he wants the total laptop replaced asap. I told him we had next business day service to get the motherboard replaced again or have it sent to a depot for repairs. (He screamed at me when I mentioned this to him) He does not want it sent to a depot for weeks at a time. He wants the system out of the office and not fixed with some spare part that will break down again. He is that pissed off. (I think he was embarrassed in front of the client).

I guess my question is: should I press dell for a replacement? I don’t want to seem pushy, but we did pay around $2,300 for the laptop + warranty and the problems keep on mounting. What would you do in this situation?

 

Push for a replacement system, tell them this is the second time you have had this issue and a replacement motherboard is unacceptable. You are a business and this is causing downtime for you and your clients. Tell them you want a replacement machine overnighted and do NOT take no for an answer. If they are unable to assist you talk to a supervisor and keep escalating it. Unfortunately I do not see you getting this resolved today but you may luck out.

Purchasing it on a small business account should entitle you to free US-based support so you shouldn't be talking to anyone overseas.

 

I called Dell, they wanted it sent to a depot. I told them that was not going to work. There sending another motherboard to replace it. I asked if they were refurb parts... he hesistated and said no... I don't know what to believe, after reading your post, Im going to call back and see what I can do. I actually managed to get the laptop started, but I have to run it in stealthmode or else it will power down after a few minutes.

 

Ok I dont think this is the wrong place for this question but... Am I voiding the warranty if I upgrade parts such as ram, GFX card, HHD etc?

 

No, as long as you dont damage any components while performing the upgrades you will be fine.

The warranty will not extend to aftermarket components of course but your system will still be covered.

 

Oh awesome!! Thanks for the feedback!

 

do you guys know how long it takes for an international warranty transfer?

 

So my battery has failed on me, I am a 1 year and 2 months into owning this little machine, but I have the 2 year warranty.... I have been reading that the battery is not covered by the 2 year though, just for 1 year. Is this true? should I start shopping for a new one?


But there is a little twist in this, I got a replacement computer on 7/19/2010, under one year ago.... think they will give me a battery?

 

Battery problems aren't covered by basic warranty because it gets "worn out" due to regular usage. I think only Advanced warranty will cover your battery. Goodluck!

 

hmmm..... my replacement computer was shipped less than a year ago, I am going to give them a call when they open in half a hour.

 

Batteries are only covered for the 1st year (from date of invoice).

Considering the 'little twist' you mentioned, I suggest calling support. If the replacement is under a year, they might swap out the battery. In fact, I would push that point - politely of course.

No reason they shouldn't swap your battery. You'll have to send back the dead one but Dell will cover shipping costs in the form of a pre-printed waybill.

Give them a call.

 

I was able to talk the support rep into replacing my battery at 1 year 1 month into ownership. I had the standard extended 3 year warranty. They said they were making an exception and there was some hemming and hawing, but they replaced it.

 

I will report back with my results as soon as I get a chance to call them up... have to wait till my co-worker shows up to take over my paperwork for a little while.

 

My power adapter died and took out the battery with it. They replaced the adapter then the battery

 

Argh, I called tech support Thrusday! Parts were shipped Friday morning, it's 2:30 EST and no call from my on site tech. I have small business next day service... my boss is still screaming at me to get this resolved. Should I call dell and press further. This is down time!!!!

Updates: Tech did get my parts this morning around 9:30 am. What the hell??

 

New battery is on its way Im a happy owner now

 

Quick question, if you bought the M18x from a country that has it in it's store (e.g. UK) and then moved to say a country which currently doesn't have it available (e.g. Singapore).

1. Will Dell still honour the warranty?

2. Will they have the parts and expertise for on-site warranty call outs?

 

Wow, my new battery showed up this morning.... I called Dell at 2:19pm (central time) took half an hour to get all set up with them.... show up at work at 5:30am the next day, check status. "shipped" go back into shipping and tell them I have a box coming.... oh, its already here!

 

Yes, they will honour it. I bought my laptop from Singapore and I still get tech support in Malaysia or any other country I travel to.

They will bring you the necessary parts no matter where you're situated, as long as there is Dell tech support in that country.

 

I was wondering , does alienware/dell cover for bullet damage? because I just saw a video on youtube , that guy is shooting his alienware for fun.

 

question on ownership and warranty international transfer.

how would I go about transferring if I buy from HIDevolution, I wouldn't know the person that bought the machine for me in the US.

 

Sorry this is off subject but iPhantomhive can you please send your profile picture to [email protected]? I want to put it as the screensaver on my m18x im getting haha

 

Let's just hope you don't need a complete replacement of the M18X.
This scenario will be very complicated.

Edit: Oh wait, he's talking about the M18X. How did you buy your M18X from Singapore? Or are you talking about Dell warranty in general?

 

Has anyone bought an AW with the stock 1- year warranty and then before that year was up bought another year or 2? Is it possible? Cuz i heard it was and i only got the 1 year basic b.c i couldnt afford an upgrade in warranty atm there so freakin expensive

 

Hate to tell you this but its going to be more expensive after purchase. See post# 1 and give them a call.

 

I got a question which I think it kinda similar to Bbishop93, here it is:

My question is I also bought only the one year warranty with one year complete cover, the question is I'd like to extend it when it nearly expire. At the time I order, it also has an option for me to upgrade it to 2, 3, or 5 year with complete cover, but because of I want to save some money on it, and plan to renew it later. so If I do so, will it also extend the complete cover (Accidental cover warranty) as well? Or just the warranty?

And as I read BatBoy's response to Bbishop, some of my in NZ suggest me that I should extend or renew it later, because t is cheaper in here. That why I want to do so after I bought it.

 

Hey guys,

I've got about a month left on my warranty, and lately my left fan has been working horribly, so I'm getting it replaced. Since I'm gonna bring it in to service anyway, I figure I might as well have any possible issues with my laptop fixed. I haven't really checked for anything, so was wondering if you guys could give me any general wear and tear issues which are common with the m15x model, so I could check for them and get my laptop "brushed up" as much as possible.

 

I recommend extending the warranty. Even if you don't plan to keep your system much longer. It adds resale value and in case your mobo dies one day you'll be very glad to have warranty.

 

Yeah I've been thinking of that, but for now I just want to get the fan replaced, and figure out if theres anything wrong with the machine. Is there any cutoff period for renewing warranty, as long as its still active? as in, can I extend like a week before it expires?

 

I just got my M17xR3

What is the difference between the following?

Next Business Day Support by QLX

And

XPS Technical Support by Dell

I have 2 years of NBD by QLX and 1 year of XPS by Dell according to the service tag check. Is that normal?

 

Actually, in some cases you can let it lapse and still renew. They will charge you a little extra to renew it if it expires. I know bc I just had the same thing happen to me. Bought a lappy from a friend. Warranty was expired. Had benn expires since 10/27/2008!!! I called Dell and they let me renew for the remaining possible time(1 1/2 years) but added a $50 reinstatement fee. Well worth it I believe.

 

I dont want to bump this post up, but because of everyone here reading this seem to ignore it, so I would like to bring up again, so if anyone know can you give suggestion/advice please? Thanks.

 

When you actually get ready to extend/renew, you will have to speak with someone. They should offer you the CC but they may not. It has been my experience that when renewing, you automatically get the warranty, but usually have to ask or be asked by a rep if you want the accidental/CC (Complete Care) warranty. That answer your question???

 

Yes, Thank you ^^

 

So I had to call support to replace my LCD(backlight is going on it) and was unsettling to find that Next Business Day Support isn't really that. Tech support tells me that the parts will be shipped today or tomorrow and then it is up to the 3rd Party Vendor to schedule the service.

I work in the service industry and get the process but cant understand how they can claim Next Business Day Support. So I have to wait to hear from the Vendor to schedule a time for service.

Even though the Support Contract states calls before 5pm local time qualify for Next Business Day Support.

Has anyone else run into this same issue?

 

Hey guys, I got a question.

I have an m15x with accidental warrenty. Yesterday my laptop got knocked off a ledge and got really damaged, screen is broken, keyboard is messed up, it won't power on so I figure the mobo is busted too.

Anyways, it should be covered under warrenty but I just wanted to know to say to them. Will they give me a m15x or the m14x?

Thanks

 

Quote:
•Discussion of illegal activities such as fraud, software and music piracy and other intellectual property violations are not allowed. There is a zero tolerance policy for illegal activity being discussed.

That's a shame have some great stories and tips, well have been warned so will keep my mouth shut

 

I'm in the same boat - "Next Business Day Support" seems to mean "we'll get the tech to call you the next business day after he gets the parts, which we'll ship the next business day after the logistics department gets the authorization from tech support, which they'll get the next business day after you spend a few hours on the phone with the tech support reps."

 

Strange question here. I still have about a year left on the warranty for my m11x r1. If something breaks on it and they want to give me a new r3 do I get the bottom of the line one or the top of the line one? My r1 was maxed out when I ordered it, so while being slowing than the bottom of the line r3, it was the same cost as a maxed out i7 r3.

 

Cost does not factor in but, unless 500GB is the new minimum HDD capacity, my r3 replacement for an r1 (HDD bump). Also, it's Sandy Bridge Core i5 when they still make Core i3 in other markets.

 

If they ever do try to give me a new r3 I will be kicking and screeming the whole way down... I like my r1, I like manual graphics, I really like my battery life, I actually use my VGA port, and I hate soft touch.

 

If that happens, take it, sell it here or on eBay, the buy a used R1 from either of those same locations, and pocket the difference.

 

True, thats a good idea.