Alienware Replacement Status information

Anyone who's had a replacement laptop (especially in Canada) may have experienced a similar issue with getting information that I've seen multiple times in the past.

This may be exclusive to XPS however so let me know if you have any thoughts on this.

Basically I'm trying to find out what the status of my replacement laptop is and where its sitting in the production queue since the Dell.ca/orderstatus website only shows "in production"

On April 13th 2010 my order was approved(or submitted) but it was done with incorrect specs.

On April 19th that previous order was cancelled and a new one was issued with the correct specs.

I've phoned the order status phone numbers and customer support lines but the order number that is on record shows up as a PC that was delivered in 1999. Which is odd.

I've phoned the (because i'm going from XPS to Alienware) XPS technical support number and through the dispatch number that i have they have been able to pull up the record of my new system as well as the information but they too see "shipped in 1999" when searching by order number.

My question now is that as of today April 30th 2010, they still do not have any new information nor do they have any type of estimated delivery date (only the assumed 3-4weeks). Does anyone know of any alternative phone number where I can find some kind of information on whats going on.

This is my 4th time going through the replacement process and each time it seems to go the same way however in 1 case I had a new computer within 9 days another 6 weeks. Once they were able to find the new PC's Service tag number. So all in all there is no consistency with any of this.

thanks for whatever any of you are able to come up with and sorry for the long post.

 

Just a quick update, I've just spoken with a customer care agent from what I believe to be is a Canadian phone number. This particular agent was able to pull up my system based on the dispatch number and according to him, I'll be seeing a tracking number within 48hrs and that the system is in the final stages for delivery.

So hopefully he's right.

 

This has been my experience as well. Just with more time having passed.

My replacement order was placed on April 3rd. It is now April 30th and the site says "in production".

Per customer service, they never list an ETA for replacement laptops until it is shipped. If you call in and get upset enough, you usually get something.

Last I called it was a motherboard and other parts being out of stock that is causing the delay of my M17x R2 replacement.

Mind you, this does not mean that when my replacement comes in it will work in Crossfire mode without issue. For whatever reason they are willing to replace a laptop without confirming crossfire works in a benchmark tool or a game that supports crossfire.

I will have to wait until it arrives and test it out for myself, then go through the repair/replacement steps again if it does not work.

Hope this helps give some insight.

 

That's good news. I have to wait until Dell investigates my order on Monday 05/03/10 before I find anymore information out.

Glad to know your order will be sent soon.

 

Replacement orders do not display an EDD. It will show in production. If the customer service agent was correct call the toll free number and check the order status.. It has to go to boxing before being shipped.. If the phone system says its still in production then the agent wasnt truthful.

Thats the bummer part of replacements. The orders are placed and you sit and wait. It took me 5.5 weeks to get mine.

 

Now this is all assuming that this guy isn't spewing BS all over my phone. Because you never know with these Dell Reps.

Besides 48hours from now is monday. I hope it ships out tonight, rather than monday lol.

 

quick question, how do you get a replacement upgrade to alienware anyway?

 

My replacement was approved Feb. 22, it was showing in production until April 8 (I think) it was cancelled and another order put in on April 14, the system shipped on April 28 and is in transit in the US so I should get it next week. I live in Canada.

The system the have shipped is the wrong specs which is another issue that I will have to deal with once I get it as the tech support didn't get it changed before it shipped, he just ignored my emails.

 

If you have enough problems they may eventually give in and give you what you want. A little luck and persistence doesn't hurt either. I'll tell you this much, I started with an XPS M1330 and now I have an Alienware M15x being shipped out soon. But its taken since September of 09 to get to this stage and alot of bad luck with previous replacements.

This is exactly why I don't bother doing anything through a PC, Phone all the time every time. No one can ignore you when your complaining directly into their ear. If they do you can always hang up and call back and speak to the next rep. They screwed up my original order I had them cancel it and resubmit it with the correct parts. They originally wanted to just send the parts out with a technician. This would be fine if they weren't prone to bringing half of a part (ie new motherboard without correct heatsinsk) as well as anything new they give you does not show up or get changed on the system configuration so when they have to fix or replace the system later on they go based on what was originally sent (unless of course you complain more and have them research to figure out just what was sent to you) which causes more issues and this same thing happening all over agian later on.

 

I had been dealing with them on the phone, but the last couple of times that I was calling in to talk with the tech they assigned to me he was never available so I sent emails this way I would have proof in writing.

He also didn't respond to my last email and then the system shipped so I will have to deal with it when I receive it.

 

If i call the toll free number with my order number it tells my my item has been shipped out in 1999. For some reason my order number is linked to someone else's old order number. So i can only really go on what these guys on the phone say. Like i mentioned earlier in the thread I've had a replacement come out within 2 weeks and another take over 6 so i'm just hoping this one is on time at this point. I don't believe the rep had any reason to lie he seemed genuine in his attempt to help me. I'm just more so worried about their general lack of information when they give out responses. This guy seems like he was reading off his screen and it said within 48 hours I would have a tracking number and that it was in the final stages of shipping. so we will know by monday if he was right or not.

 

Additional replacement/exchange questions should be posted here:
http://forum.notebookreview.com/ali...placement-systems-warranty-repair-issues.html

Thanks.