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

If I pull the trigger on an Alienware and spend that much money, I want to make sure I'm covered should i have any problems. I definitely plan on getting the basic coverage, but does anyone have experience with the advanced coverage?

It's kind of like insurance on your house or car.... it's all good on paper but no one ever knows really how good it is until you have a claim and have to fight with insurance agents / deductibles / etc...

So should something unfortunate happen, what is the process to getting fixed? Do they cover shipping? Are there deductibles? If they cant fix will they replace? I'm sure there has to be some accountability to the warrany to prevent people from fraudulently braking old computers.

I would appreciate any advice or first hand experience anyone has with it before I spend the extra $ for it
-Thanks

I did call and EPP rep said they would either send part or technician for in home repair should something happen and if they couldnt fix, it would be sent back for repair or replacement. He made the warranty sound reliable... but I would still feel better hearing first hand someones experience before I buy

 

I'm a bit short on funds right now, but I would really love to get the 4 year CC on the Alienware M18x. If I just got the 1 year basic warranty at the time of purchase, but called to upgrade it to 4 year CC within my 21 day return time-frame, would it still be very difficult to get them to sell it to me for the same price that it would be at the time of purchase? I would really like to purchase the laptop before July 29th to get the 25% off deal, but I'm worried that if I don't max out the warranty now, I won't be able to get it for a reasonable price even right after I receive it.

Does anyone have any insight on this specific type of situation? Thanks in advance.

 

Have you considered using the Dell Preferred Account (DPA) to finance the m18x? I ordered recently through a rep and he setup DPA for me and got me an additional discount for using dpa in addition to the 25% summer savings deal going on right now. Since you mentioned you're short on funds, this sounds perfect for you since you get 0% interest for 12 months.

 

When does the 21 day start? I ordered the 1st of July, shipped the 11th, and I received it the 12th. When does it start? And how does the 15% restocking fee apply?

 

the day it ships is when it starts

 

My M14X has a few problem now. They might've been caused by me, my laptop has fallen probably 5-10 times from my couch to the floor. The mic doesn't work, the webcam flickers blue, alot of audio comes out staticky, and the alienware logo on the bottom of the screen bleeds out onto the screen. Oh, and the power cable is really loose and keeps falling out without me touching it lol.

Lucky for me, I knew this kind of thing would happen and I bought a 4 year accidental warranty. Only problem is that this is my primary computer now and idk what I'd do without it. And I have to head back to college in 2 weeks.

So, my big question is how long does it take Alienware to fix things usually? And do I have to pay to ship it up to them?

P.S. If I have "acquired" music on my hard drive, do I have to delete those before I ship it up to them?

 

Hi guys. Last year I bought 3 M15x's from the Dell outlet store. I got the basic one year warranty with all three. These warranties are due to expire in august and october. I'm thinking I want to extend the warranties for all of the laptops 3 more years. Any hints or tips before I call Dell? Thanks in advance.

Tom

 

Only tip I have is to get out a credit card with a large maximum spending. The large percent of peoples quotes I have read on here are large.

My quote on my old m15x to add 2 years basic warranty was 500 dollars (lowest price out of three reps). Others have been able to get cheaper quotes.

 

Thanks jwolf, I'm hoping I'll have some negotiating power since I'll be extending the warranty on 3 machines.

Tom

 

So this is the deal I was able to negotiate. To extend the warranties for 3 more years (beyond the original 1 year warranty), It cost me $479 per laptop, and I get 3 $75 Dell gift cards. This is for the basic warranty, not the advanced. We went back and forth with different prices 3 or 4 times, and that was the best I could do. Not too bad I guess, what do you all think?

Tom

 

Seems like a good deal from what I have seen and heard. Thats alot of money though for a system they no longer make. Might take that into consideration also.

 

Yeah, that's very true. On the bright side though, if I ever need a warranty replacement maybe I'll get lucky and get an M17x R-3

Tom

 

Any idea why is it so expansive? And why is it upgrade with the order is so cheap?

 

Well, the price I got is very close to the price you can get when making your original purchase. The 4 year warranty is $399, but don't forget that this actually only extends your warranty 3 years beyond the standard 1 year warranty. So, if you take into account the $75 gift card, the warranty cost me $5 more than it would of cost me at the time of purchase.

Tom

 

If you want to wait it out you may even get some discount. In my experiences with dell they will allways offer you discounts if you leave it a little longer. I got an extra £10 of the 2 year price. They may even do the same when you come near to the end like they did to me. The warranty ended soon on the system.

An example of this is

Then I emailed back on the 6th asking if i could still take it out, he replied .

He then called me later that day and offed me the discount.

 

Thanks nwo, I already pulled the trigger , just wanted to get it done since the warranty on my laptop expires at the end of the week.

Tom

 

so i am planing buying an alienware and ship it we i live, in the middle east! i actually live in lebanon and my dad lives in saudi arabia (KSA) and i am plannig buying an alienware m17x-r2 from the usa! since it has warranty, can i get it serviced in kuwait/dubai even if the official release did not arrive! in other words, since alienware is not yet released in the middle east, will i be able to get it repared in saudi arabia/kuwait or even lebanon?
And since alienware m17xr2 is capable of upgrades (processor/gpu since it is plugged in a mxm port) i there is a very very big probability upgrading it after my purchase!

So will the warranty cover the repair, will i be able to repair it or should i send it back to the us?

i called many resellers in ksa and they told me that they dont have alienware so in lebanon!

 

don't know about kwait or dubai! but I've been to saudi arabia last year and had an screen issue with a refurbished XPS! they were quick at their job and done it nicely! I assume the same for the alienware!

 

Probably need to check the following:

first stop:
http://support.euro.dell.com/support/index.aspx?c=ae&cs=aedhs1&l=en&s=dhs

then call on of these numbers and ask a rep:
Welcome to Home User Support

 

jariri bookstores Jarir Bookstore ...not just a bookstore used to sell alienware in ksa branches. the stock have finished since 2009, and jarir have a maintenance outlet! so could i have maintance there in addition to the dell home support? Welcome to Home User Support

 

Today is the 21st day of having my (first) M18x in my possession. I just received my replacement M18x today also. What I need to know (URGENTLY), is if the new replacement system has a whole new return window of 21 days, or is it just a continuation of my first system, meaning that by tomorrow I will no longer be able to return this replacement system for a refund or for another brand new exchange system?

I'm asking this because this second system has nearly the same issues as the first (huge scratches, WORSE keyboard flex, etc...) and since I have both systems with me right now, Tech Support is denying my request to get another brand new replacement system until I ship back my first. I don't want to fall out of my return/exchange window. I was told over the phone by a rep that this new system has it's own 21 day return window, but he may have just been making that up (following suit of many other reps I talked to).

Can anyone shed some light on this? This is all really stressing me out...

EDIT: It ended today for both laptops. Resolution department is working on an exception now.

 

Should be a whole new 21 day window, otherwise it would be pointless for returns on the final days, since you would receive the replacement after the 21 day period expired, and not be able to return it even if it was DOA.

As noted many times on this forum, AW is aware that many times it is necessary to return a first and second system before the third, fourth, etc. is finally found to be issue-free.

But keep in mind, even after the return window is up on a system, the warranty still covers you, and a system with multiple issues will often be replaced, especially if multiple repair tech visits haven't solved the problems.

 

Is there anywhere that I could find confirmation that the second M18x has a new window? I've tried phone and chat but haven't gotten a clear answer. If I don't get one soon then both of these systems are going back for a full refund. =/ I was on the phone all day today trying to get a replacement system for this current replacement system and I've just about had it.

 

im getting my replacement tomorrow, I was informed that its the same window

 

Hello everyone,

I feel as though this may be a dumb question but I just wanted to make sure before I order...

When I order through Dell and give them my billing/shipping address and name. To who does the warranty apply for (the billing or shipping address)?

Example...say I want to take advantage of AMEX warranty deal ( purchase with Amex card and add one year warranty for free) having my father purchase (obviously I'd write him a check) the laptop under his billing address but shipped to my address. I just want to know who's name/address the warranty would be under... Or am I getting this warranty thing all wrong and is this something I register after I receive my laptop?

Thanks in advance

 

it should be to who you shipped it to. but either way, it does'nt really matter because even if its under the wrong name, just call up dell and ask to switch the warranty over to you, and it doesnt take long to do that. hope this helps.

 

Its on your fathers name. Just fill in the warrenty transfer form found on the Dell site.

 

I don't think any company is going to explicity state terms for products issued as replacements, as doing so implies quality issues are to be expected and standard procedure. The 21-day return window is more of a courtesy procedure, anyway.


Alienware's explicit policy is a 30-day money-back guarantee:

30-Day Limited Money Back Guarantee
We take pride in the quality of the products that we sell and, as a direct result, offer a 30-day money back guarantee on all Alienware hardware, accessories, peripherals and unopened software still in its/their original sealed packaging. Shipping and handling fees are not refundable. Also, a fifteen percent (15%) restocking fee may be deducted from your refund or credit. To return merchandise, you must obtain a Return Materials Authorization number. Please call the Alienware customer service department and provide them with the invoice number, item description, and serial number(s) of the merchandise you wish to return. You must ship the merchandise within five (5) days of receiving your RMA number. Moreover, you must also return the merchandise to Alienware in its/their original packaging, in as-new condition along with any media, documentation, and all other items that were included in the original shipment, prepay shipping charges, and insure the shipment or accept the risk of loss or damage during shipment.

Alienware: Learn More About Our Warranty


The 21-day courtesy window is 'better' since they pay for return shipping and everything incurred in issuing the replacement. They have no obligation to do so, however, and could just have the 30-day policy and require customers to return items, pay for return shipping/insurance, and the 15% restocking fees.

Generally it seems if you're nice about it and get a good customer service rep, you can get a system replaced, sometimes more than once, with no additional costs to you other than the time and hassle.

 

Thanks a bunch you guys. I appreciate the answers.

 

you do not have an additional 21 days, it will still count down from your original unit arrival date.

 

As long as it is in warranty, Dell won't care (at least through DOSD at my workplace). Also be careful about extended warranties through credit card companies. You'll likely have to deal with AMEX for the warranty, they likely just have an agreement through Dell (kinda like Costco warranty). Our tech shop can't touch laptops under credit card warranties.

 

Yeah Amex requires that you provide them with receipts, warranties, and other simple things before you can file a claim. And the coverage only starts as soon as the warranty you had with the manufacturer expires.

 

Hmm, this is weird,

I had one order............... it was six XPS 17's over the period of 2 months and they just kept sending me problem after problem........ in the end I walked away from all of them with a full refund on the account.

 

I bought M17xR3 from ebay and I checked the warranty and it says I have 1 year NBD provider QLX and 1 year xps technical support provider DELL.
So my question is : Do I have warranty from DELL or from a third party service company?
Can I transfer the warranty to my country? (laptop sold in the states and I'm living in Hungary)

 

The 21 day return and the warranty start when you received the first system. Now that said if there is a problem with the new system. You should contact them ASAP with the new info. They call to see if all is well before closing the case. Once you call and advise them of a problem you are covered as they make a record. Alienwhere is correct as you are covered for repair or replacement under the warranty.

 

Wow, that's ridiculous. I can understand your frustration of wanting to purchase an Alienware computer but them arriving in a POS condition.

I wonder what kind of "techs" are putting/building these laptops in the factory, are they drunk or even gamers, or lack experience?

I really hope my replacement m14x is put together by a seasoned employee and not some computer novice.

 

This experience has definitely soured my view of the quality of Alienware/Dell. I expected a lot more but was treated with poorly constructed, very expensive products. It really shouldn't be too much to ask to get a flawless system (the second time around at least...).

I am returning these both for a refund for the time being. I may reorder in the future as I have a nice discount that I can use, but if I get another POS then I'm done. I'm hoping that I'm just extremely unlucky, but I have a feeling I'm not.

 

hi guys i have a m17 r3 which is 2 months old , i bought the laptop here in India . This month i will be going to Canada for around 3 years . So i called up dell and asked them about it , they told to do a ownership transfer to Canada since the stay is for more than 6 months . So i did that and i got a automated email from dell the transfer is completed . Now the problem starts i initially had 2 year complete cover warranty , now when i check my warranty status in dell website it only shows the next business day warranty . Whats even more worrying is when i check the current configuration it only shows around 7 parts listed like the camera , power adapter , battery there is know freaking mention of the processor ,gpu ,ram etc........its got me really worried ,kindly help me what should i do now ???

 

I was in the same position too...and after 2 e-mail replies from Dell they didn't bother to answer my questions anymore. It's like talking to the walls...i've never ever seen such bad customer support. This is the last Dell product i pay money for EVER !

 

give them a call followed by emails to support

 

Well dont worry..Be smart. Complete Cover covers only the place of issue.Tis is something they dont tell unless asked.
As for your worry. The nbd and parts warranty is wat you would really need as it covers almost everything thats technical. They r usually very accommodative. In case of accidental damage, assess first. If its small, blame wit some technical issue and they wil just change the part. Techs r not out to snitch on you. Part warranty also involves total replacement if necessary. You shouldnt have transferred up warranty, coz its te same as part warranty is world wide. And for major issues in terms of accidental damage its something you could hav claimed when you returned home stating it happened at home. Be smart and play them game as they do.
Be reminded tat te rates for complete cover vary a lot. Even basic warranties do. I once bought a parts only warranty for 2 years in India for a computer issued in Malaysia. Comp is in malaysia. In india costed rs12500. In malaysia WAS QUOTED RM1000. Go figure why!?

 

now i understand that complete care is region specific so tat wont get transferred , thats ok.............whats freaking me out is after the transfer , in the original system config tab , it doesnt show the complete specs of the system ( it only shows a few parts like webcam , bluetooth ) ....so what if something happens to the gpu will it be repaired under warranty ??????? i just called a dell rep abt the issuse and she said that config display changes when a transfer takes place but the whole system will still come under warranty NBD ......even though most of the parts are ot displayed will they still come under warranty ???

 

I've had Delll update my warranty info with completely inaccurate data. It can be a nightmare dealing with dell, especially when there is no department that seems able to rectify the problem.

You can always try unresolved issues, just state your concerns with them and see if you get a resolution.

I had the wrong system warranty data for several years yet they were able to service my machine (when they felt like it) with the correct parts.

 

Is complete care the same as the advanced warranty?

Because I spoke to an AW sales person last week who told me that if I bought a laptop with 4 year advanced, it would be valid in the USA and UK, but I'd need to transfer it each time I moved from one to the other, but could transfer it as often as I like.

 

Dont worry about the items (or lack of ) displayed under current configuration. They have your service tag and can see what the system was shipped with.

As for not seeing complete care, please see the info I linked to in post#1 of this thread - Service Contracts. Review the service contract for your region. There should be something in there which covers complete care coverage abroad.

Also, since you didn't mention it in your post - why not call and ask about this? Here's the number:

800-285-1653

(source: http://support.dell.com/support/topics/global.aspx/support/dellcare/international_travel)

-

reference this link:
http://support.dell.com/support/topics/global.aspx/support/dellcare/international_travel

 

I talked to an Alienware/Dell sales rep this morning re the warranty on a new R3 (she seemed quite knowledgeable). She told me that if the R3 had the hinge (attachment) problem, for that to be covered under the warranty I would have to have the Advanced, and not the Basic, Warranty. Can anyone confirm that this is correct?

Do all R3’s, either new or from the outlet, have the new hinge-attachment design that (supposedly) eliminates the hinge problem?

If so, would I not need the Advanced Warranty if I was only getting it because of possible hinge problems?

Thanks in advance for any help with this.

Peter Toyama

 

That's just marketing bull to try and get you to pay out more money, she's having you on.

 

Exactly...I had only a basic warranty when I went through two hellish episodes of "screwed up hinges" on my R1 (which I still have) and in both instances I had a tech come to my home with new screens. So, don't pay any mind to what she said, get the basic and you'll be fine.
As to R3s having the hinge issue, I should think they'd have fixed that. My second hinge replacement was supposedly of the new design and I have yet to have any issue (going on 5 months now, I think).
Hope I helped.
Peace.

 

Agreed - the hinge issue on the 11x would be fully covered under the BASIC (or any other) warranty. The R3 has a completely redesigned hinge and is not subject to the same issue as the R1/R2.

Check this link for an overview of the difference between warranty options:
http://www.dell.com/content/topics/...s/learn_more_adv?c=us&cs=19&l=en&s=dhs&~tab=2

Post#1 of this thread includes this and other handy links for reference.


Welcome to the forum Peter.

 

My question has doubtless been answered somewhere down the line but I'll ask none-the-less:

Will replacing the stock hard drive and RAM modules void the systems warranty? Obviously this will involve the removal of the laptops bottom cover.