*Dell-Alienware & AW Legacy Replacement Systems-Warranty Repair Issues*

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Thanks.

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A few AW Forum members have posted issues with obtaining warranty repair, system exchanges/replacements.

I have put together a few bits of info which might assist in obtaining resolution. A similar thread was created for Dell XPS M1730 owners which has proved very helpful in concentrating all discussion to one thread, providing a place to post experiences/vent frustrations and share tips to use when contacting dell.

Dell provides an option on their main site to assist in escalating a given issue which is not being resolved through normal tech support channels.

Most of the Dell websites have a link at the bottom of the main page. For the US, UK and Malaysia sites, its listed as 'Unresolved Issues'. If you are in another region, check your Dell website for your specific country - some sites do not have this feature/link.

• US based customers - Unresolved Issues
  
  
• UK based customers - Unresolved Issues
  
  
• Malaysia based customers - Unresolved Issues

When using these links, you will be greeted with two options:

1. Customer Service (this is defined by Dell as 'Missing, damaged or incorrect orders, Lead time issues or Refund or exchange problems')

2. Technical Support (this is defined by Dell as 'Products not functioning and Operating System problems')

When filling out the related webform, be sure to provide your case#. Your case# is generated when you first contact Dell Technical Support for assistance. Recap the situation and be polite. Provide your contact info and request a follow up.

NOTE: You need to contact Technical Support and work with the Tech Support Rep prior to using the Unresolved Issues link. Dell will not accept straight contact via this link without first reporting the issue to tech support and allowing them a chance to resolve it. Again, you must contact tech support first. Unresolved Issues should only be used if you are faced with a brick wall and are not receiving any response to your requests for assistance.


Alienware Legacy Systems

Quote Src: http://en.community.dell.com/owners-club/alienware/f/3746/t/19321445.aspx

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So, if you are faced with a support issue, have already contacted tech support and are hitting a brick wall with obtaining repair or replacement/exchange, feel free to post here.

As a reminder to all, fraud is not tolerated here on NBR. NBR has a very strict policy towards this.
Fraud discussion will be removed and infractions issued with possible bans.
Do not discuss. See the forum rules.

Thanks.

 

The un resolved issues link doesnt do anything have been using for 10 days and still no reply!

thats the UK one

 

Weddingvideos4u,
I know what you are talking about, from the UK perspective.

Initially, it did not work for me either. Have you tried acquiring a 'case number' by first contacting technical support? If you have, then I can't say much more. If you haven't, then I can tell you that this is indeed important and a requirement. While filling the form in the unresolved issue link, you will need to enter a valid and open case number (closed cases will be considered invalid), otherwise your submission--which will appear like it has gone through--will be ignored by Dell.

Cheers.

 

I have filled in the un resolved form now about 4 times and have used a valid and still open case number.

its been around 10 days or maybe more since i first did this.

it seem to be a submit and be ignored form

 

This works well in the US.


You'll get contacted within 1 day usually.

 

I'm going to bump this to the top since there seem to be a number of individuals inquiring about this issue due to the release of the M17X R2 in hopes of redirecting questions here rather then other threads. Also for the newer members who have found this sweet forum in recent days but have yet to discover the neat little search function lol. Hope this helps fellas

 

One question I have in regards to this process... Should I be calling Dell technical support or Alienware technical support? When I called AW, I didn't get a case number. I also asked if the drivers (that still have not come out) don't fix the problem and I need the unit replaced, who do I call, and they said Dell (since this m17x is a warranty replacement for the abysmal m1730 I had previous). I hope to have a definitive answer so I don't get bounced around all over the place.

Thanks!

 

Contact Dell Support (stick with them as they will be the entity authorizing service and handling any exchanges or replacements if deemed necessary) and give them your Service Tag. Explain the issues you are having and request a case be opened to troubleshoot. Before ending the call, get a case# from the rep. This case# is usually sent out after the call via automated email however I suggest asking for the # while on the phone.

Since you dealt with them on the M1730 issue, you know the drill

 

Not to get off track, but I went through 4 M1730's... Every last one of them failed, including the one that decided to thermal on my lap. No overclocking or anything, it literally went ZAP! Sizzle-sizzle, then the battery distorted the plastic. Ahh, good times.

Thanks for the heads up, I won't keep calling AW.

 

OH, one other question. I assume I call the XPS laptop support or just the general laptop support? Do you know if they still offer the online chat?

 

If you still have XPS Support (as I do) with your warranty, then contact XPS Support. You paid for the rapid response reps, make use of them.

 

My case has now been escalated to Dell's Specialist Team (being forwarded from Alienware tech support - did not have to use 'the link' ) for review and exchange to another model... will advise once a specialist gives me a call.

 

So when I enter my service tag it sends my call straight to alienware. Where they tell me I have to wait for a fix.

 

So the unresolved issue guy called today said had to wait for a fix to the dpc latency issue. I said "So you are telling me the my pc is broken but I have to wait for a fix even though I have warranty, so you are telling me my warranty means nothing and I have to use a broken laptop?" he said "that is what I am telling you." I love these people. So I guess I need to figure out my next move.Any tips would be great.

 

At that point, I would have demanded his supervisor and kept on going up the chain. That is completely unacceptable.

 

i got a 3 year advance warranty on my M17xR2, i hope this doesn't happen to me as well. but i'd give em hell if i were you.

 

I tried that he said another supervisor would tell me the same thing. calling the bbb today.

 

Just out of curiosity- is there a page/listing somewhere that explains how they figure out what constitutes a 'replacement'? For instance, if I have an R1 and want to have them replace it with an R2 because of the ridiculous stuttering issues, how do they determine what to put in the R2? Is it a direct conversion of component parts (ie, a 500+ CPU upgrade nets on the R1 nets you the 500+ CPU upgrade on the R2, and, what I'm really interested in, does the 1200p LCD screen somehow work up to a 1200p LED screen) or is there some other method to their madness?

 

You your self have to be a tech. Becuse if you talk to one tech then call back you might get differnt answers and differnt fixes from a differnt tech. If you can keep the same Tech or limit to 1 or 2 techs. So they Could talk to the other tech. But when you deal with 15 to 20 techs it bring more faults to a fast computer and a longer Wait.

Alot of times I research on notebookreview and talk to well known techs who Wrote books and are well known in Tech schools.

 

You will have to check over the warranty docs and terms of sale ( this link). I know its in there somewhere. I just cant recall where. Historically, Dell has looked at it from an 'equal to or better if an equal is not available' perspective. So, my advice to you, do your homework and figure out what CPU in the R2 is equal in performance to your current CPU. The rest of the components should be the same. If you do not agree with a given component, let the escalation rep know and explain why. You can ask for a 'better' option, it doesn't hurt to ask.

 

Thanks sir- will start slogging through right away!

 

I called again, just FYI... keep calm and collected.

Talked to a supervisor, very friendly- explained the situation thorougly, he saw what all's been done, and that there was nothing further they could do aside from exchange... so he put in the recommendation for it. This would be a second Supervisor currently attached to my service tag for this issue, both at the same time.

It took me months of calling almost daily (some times multiple times per day). Some techs just won't do anything for you... just keep calling back, and after explaining to the tech, calmly ask for a Supervisor... hang on the line if possible, that works best.

What seemed to get mine finally going ahead full-steam was explaining that my main purpose for the laptop is video editing - 1080p... very tasking. Not sure if anyone else has noticed, but the DPC stuttering during video encoding makes the video and audio go out-of-sync... further and further with each spike, especially on such large video files.

No resolution specialist call as of yet - but I'll update as soon as they do.

 

Yup. That is what I was doing with mine. Add in transitions and animations and the problem gets exacerbated even worse. Glad you got this far. Dell is on my list to call, first thing tomorrow.

 

So far I've gotten as far as "Dell has halted all exchanges for this model at this time."

No exchange? Then I want a refund and I'll be taking my money elsewhere. I'll be calling back to talk to a Manager later (as they say they'll call but never do).

 

Where it asks for the case or reference number, is that the same number as what the dell product support website calls my Support Request Number?

After getting my gpu and LCD screen replaced, I'm still having flashing green pixels on my LCD screen.

 

You are correct, it is the number that the Support page lists as your "Support Request Number".

 

Due to repeat attempts to get my issues resolved, either by OS reinstall, software 'fix', or hardware replacement, I've taken up my case with the BBB... as Alienware is still telling me I need to "Wait for a fix from the engineering team."

Hopefully now, something will get done. I hate that it had to come down to this, but Dell/Alienware is not cooperating on this issue. 6 months of complaints with no resolution is the end of the line, for me.

 

Looks like my request is finally going through.... Dell has responded seeking resolution to my BBB report, and is (finally) talking exchange. I'll be slightly stepping down in model, I've requested to be exchanged for an M15x, this way I can go back to my trusty friend, nVidia GPU.

 

That is on my agenda for tomorrow.

 

Update: they're upgrading me to an M17x-R2, due to arrive Monday or Tuesday of next week.

I didn't see that coming at all, after requesting an M15x (slight downgrade in size). Heck, I even agreed to take a refurbished M15x when the Agent called from Alienware HQ about my BBB case... as long as it had a Geforce 260M and not a 240M.

Call me very, very surprised.

 

So, somehow my laptop shipped last night and arrived this morning. Which makes no sense cause they said it was going to take 3-4 weeks to arrive. And it is a slight upgrade amazingly. My processor went from core2 2.40 GHz to core2 extreme 2.5 and from 4 gigs of ddr3 to 8gigs. so i can't really complain. it is refurbished though. that i know for sure.

 

Nick, be sure to report anything which is wrong asap. Contact the same rep who initiated the replacement. Cosmetic damage as well... they should have no issue with making sure you are happy and everything is working fine.

 

BB, am i able to move the hard drive from one to the other? Making a windows backup to put on the other machine seems like a total waste of time.

 

Why not just perform a clean install? Probably be for the best anyway. I would when switching systems. Just backup your important files.

to answer your question, yes - you are supposed to send back your original system.

 

the only downside is losing a ton of programs which i be able to re-install until i go home from college in late may.

 

I noticed today that they also gave me a second GTX 260M gpu. That makes me extremely happy. Does anybody know what I should do with the old system before I send it back? Do I need to delete information from my hard drive, remove my system password, etc.? And what components exactly do I need to send back with it? Like the battery, cables, etc.?

 

Not sure about you, but I'll be using the Spawn partition before sending it back. Pretty much figure, send it back in the same software configuration I received it in.

 

they told me that i replaced the gpus myself while i shouldnt and not the technician. When i told the technician that i am going to replace them myself he told me OK (so i thought i could replace them) and he would come later! the problem appeared while i was waiting for him while he never came. its a long story. Shortly the technician never appeared while i was waiting for him. Of course Dell wouldnt support the customer ..

Now i have to pay for the motherboard-gpus-charger. So Dell supports I burnt them all myself. well done. i am the best.

the technician confirmed i replaced them the right way... just a note.

 

I'd take it up with them and fight them through escalations on that one for a refund. I wouldnt just leave it lying because now they're taking the mickey, considering the technician has confirmed they're installed correctly, and they were aware you were going to fit them.

When I was having GPU issues I was actually told to take the GPUs out of my M17 for testing!

 

Absolutely fight them on this, do not let them screw you out of your warranty. They said you did ok.

I just always replace the part with the tech chatting to me while I do it. They have never argued so far.

 

actually they dont care if they were installed ok or not. they just say i shouldnt install them myself. and again the technician didnt inform me just said OK.

they just suck. one more reason to see the difference between service of different countries. Thus the supervisor told me that he wasnt intended to make the customer pay but he did finally. He also told me that paying for all those will not be for my profit so pressing me to buy an other one. And who will pay for all the rest high end equipment that work and still new and they tell me to throw away?

I sent an email to this supervisor and described the situation as it occured. I dont have any expectations as he hasnt too.

Crap Dell crap since i first ordered till now.

 

It is very important you fight them on this. Call the tech guy that said you could do it and have him write a letter stating exactly that. Then let Dell know that you have a letter from the technician that states he said it was fine and they were installed correctly.

Really, how can you not install correctly graphic cards??? It's like impossible...

 

1) the technician that would replace them is of a big company cooperating with Dell and this guy wouldnt argue with them for a customer right? Thus he is so ridiculous to tell me that this company wouldnt know that the gpus shouldnt be replaced by the customer. yes and how should i?

2) they have the report from the technician who said that gpus were placed the right way however they were burnt.

3) the gpus are PCI and the motherboards has not to be replaced, thus i didnt have an official statement if they can be replaced by customer or not, they told me that after the machine burnt.

4) the price of the parts to be replaced leads them to support crap right? and if this company doesnt pay i will be offended and not they correct? so if i want to pay ok if not bye bye.

 

I'll agree on that, BUT please note when I was having problems, Alienware Europe explicitly sent me cards to fit myself, and replace (you then send the duff cards back). They've done this for other people as well under warranty, so I definately say fight it.
They're cack, and you dont want a repair, but if you take the right steps, you might be able to claw a refund to put towards another machine from someone else (which is what I eventually did).

 

As long as you can prove that you were told by the tech guy that you could replace the parts yourself then there is no reason your warranty should be dead.

 

European Consumer Laws are absolutely behind him. Worst case, he will have to simply add that he did everything by protocol and the tech was present.

 

the tech was not here when i replaced them but i told him i would replace them and then do format , driver installation and he would come then. he said OK and he never came. he came the -next day- when the machine burnt. he checked it then and confirmed i placed the gpus as he would.

i described everything with an email to this techniqal team supervisor.

i also told them that i know that according to dell laws if a machine continues to have issues after several replacements it should be replaced as a whole and not replacing just parts something i didnt ask for before.

by the way if you dont know this, replaced parts have a three months quarantee instead of the quarantee which is renewed when you get a replacement.

 

I think you still might have a shot at turning the tables on Dell. As Alex pointed out, they often have users replace/remove/reseat cards themselves. Most of the new R2 units require a bit of D.I.Y. by customers on the crossfire cables.

Now what confuses me is this: Replacement parts have a three month guarantee? Do you mean parts purchased from Dell, or parts replaced under warranty? If they are replaced under warranty, they are covered for the entire life-span of the warranty. If you extend the warranty, the cover continues. If they (Dell) are telling you otherwise, then let me clarify now that they are lying and by European law, which is the real and only law, they are digging a hole.

Of course, if you purchase a replacement part from Dell, then that will have its own limited warranty.

Now Dell does have a policy for replacing systems after a general quota of 3 failed attempts to repair 'current system'. However, they can muck about more times, and sometimes, a replacement is scored within one failed service call. Results vary.

What I am saying is that they have no command or rule over 'Law'. They can write whatever they write on their contracts and agreements; if this goes against the Consumers Laws, they are answerable and fully liable.

 

When I talked with the AW supervisor, we talked about sending me a different unit all together. I sent him specs and everything. I am on hold yet again, trying to get in touch with the supervisor I have been dealing with. This is total bull...

 

ok they told me that the protocol says that customers cant replace the gpus themselves, what you say changes everything. can they lie so much?