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

That's great hopefully my problem will sort out if nt can I ask them to replace the system or they will offer me to replace it ...

 

Email them they get back in 24 to 48 hours or less..its Corp.. for Dell they will tell you what they can do..

 

Well I just want to tell everyone who's been helping me for the last couple weeks in here on my problems with Dell. The bad news is I might have to wait for up to 7-10 days for another system from them. The good news is they're giving me a brand new R2!!!! They told me every single one of the parts will be an upgrade and over the one I have now and that I'm garanteed the i7 equivelant of the QX9300! Again thank you all so much for the help, I hope I can help others as well.

 

Glade its working out in the end...
And I gusses that would be a 17 920xm

 

Thanks Alienwolf I'm glad it did too, it's been a long and bumpy road to this point. I do have to thank everyone on here again as I don't know if I would have stayed on that road without the help and support, probably would have taken a 90 degree off the cliff long before! And yeah I would guess that too, but honestly I'll be happy with a working system period and am glad I get a new one any i7 is just icing on the cake!

 

Yeah,

Glad that it worked out for ya.

Let us know how that new system works out for ya.

Good Luck.

 

Now it my turn for a new one

 

Hi there first of all congratulation for ur new system and secondly could u plzzz tell me who you actually pursued for ur system replacement..will be thankful if u help me in this ...tc

 

He emailed the address we gave you..you will have to follow through yourself and see what they say.

 

Great! Nice to hear that you will get a nice stable system

Oh forgot to say welcome to the R2 club!

 

I'm happy for you DaneGRClose. I get my repaired laptop today and am hoping the fight will be over for me. Just don't know yet.
Did you have to keep escalating for them to listen to you about the damage on the laptop they sent you or did you finally get a sympathetic tech that helped you out? Congrats again!

 

I still have my business warranty from my xps, so there are no refurbs, it is a new replacement. My r1 took 7 days from order to delivery. It's been 5 and I'm still in the build stage so no such luckk since boxing takes 2-3 days.

 

I just had to keep pushing, I finally took the approach of push them in small steps toward what I wanted. I did speak to someone a little bit higher than just normal Escalation Rep, and if you think you're rep isn't actually working towards a resolution and trying to make you happy under reasonable terms you can always ask for a manager/supervisor. But the only thing I would say since they're are a few new people in here the last couple days is start at the bottom and give them a chance before you go to the next step, then give that next person a chance, you have to start at the bottom of a ladder you can't fly straight to the top and expect it to work.

 

Oh yeah, climbing this ladder can be one rung up, two rungs down...
Agreed on the new people here, let each tech rep do all they can for you before pushing the issue further or to the next level. Some of them will bend over backwards to help you and others.... no comment...
I still have the same critical issues rep. I am not being pushy at all. I can't really be since I have nothing in my hands to complain about. It is a waiting game at every juncture.
Yet I am hanging on the fact that he said, and I quote, "NEW" parts. Now all I have to do is figure out how to test this thing when it gets here and picture document the opening of the box and the state of the contents on unboxing it.
Just an FYI - I read in another NBR thread of someone else being denied a warranty extension based off the same reason they gave me. Dell doesn't extend AW warranties.

I'm just glad all your arguing, waiting, stressing, waiting more.... paid off for you.

 

Hi there .. today i got my laptop back from dell and guess what it is all dameged from underneath and they did'nt fixed the problem either .. i've called alienware support team and they said i should send them pic of my laptop which i did ....now i am confused and upset dn't know what to do ...and i also e-mailed that person which u gave to me yesterday . and suggestion u wana give me ...i will be glad

 

Hi there .. today i got my laptop back from dell and guess what it is all dameged from underneath and they did'nt fixed the problem either .. i've called alienware support team and they said i should send them pic of my laptop which i did ....now i am confused and upset dn't know what to do ...and i also e-mailed that person which u gave to me yesterday . and suggestion u wana give me ...i will be glad

 

After you sent them the pictures of the damage, what did they say for you to do?
If they send you a return label for you to send it back to them then good, but I would call them back and demand an answer to your question. It was sent to you in a damaged condition it should go back to them and they should rectify the damage.
Just keep calling and asking for them to do something but above all be polite and keep your cool. That does not mean to 'accept' what they tell you. You may have to ask for a manager/supervisor multiple times before you get one.

 

Thanks and trust me I am keeping my cool ..but now I am bit frustrated . And I didn't got any answer from them yet but will get a phone call sooner or later ...let's see what they are going to do ..thanks for ur msg

 

And the Adventure continues

 

Lolzzzz .... I know it's fun for ur but it is a big time frustration for me can't believe such a big company with a big name produce systems ....

 

I'm 100% sure that Alienwolf is not thinking your situation is funny. He just had this happen to him... I hate to say that it is true; what he says. This situation keeps coming up over and over again... just a different user, different model laptop.. so yes this adventure will continue. Shady boy hang in there. It has been over 4months of arguing and frustration for me and my adventure is FAR from over.
Maybe you will be lucky and all of your problems will be resolved quickly.

 

I appreciate ur support ...let's see what will happen next ..thanks a lot all of u for ur support ....

 

I meant it as in the adventure continues, you never know what tomorro will bring, maybe good may be bad. From Star Trek..

 

Fed ex arrived... I'm off to test this thing and hope it runs like it should. Visual inspection is good so far but I think I have a dead pixel. Can barely see it but have to ferret that out as well.

 

Good Luck let us know!

 

Good luck Infernia definitely let us know, I'm excited and hopeful for you! And I have some good news as well as a few questions for everyone else. I found out the specs of my order today and they look pretty freakin awesome. First question is my rep told me/promised me a brand new i7 equivelant of the QX9300 aka the i7-920xm but my system is currently showing coming with the 820qm. Now that's an amazing processor in all rights and equal or more likely an upgrade on the original machine but as she promised something else should I ask about it and request it to be the 920xm? The second question is on the power adapter/cord, it states the power adapter they're going to send is a 150w one isn't it supposed to be a 240w or is that only on the R1's? Should I ask for a 240w if they come with the R2's as well? The third question which is slightly trivial is she told me it would be same specs as the refurb they sent or better on the rest of the stuff, the refurb has 8gb of 1333 ram they're listing 8gb of 1066 ram should I ask for that to be changed based on what she said to the 1333? All I'm looking for is opinions on this stuff, a what would you do if you were in my shoes type of situation. Thanks again all!

 

Your original notebook has a single video card so they are probably sending your new system with only one video card this is why you are getting the 150w power supply.

If the refurb has 1333mhz ram than you are entitled to that so yes I would ask about it.

As far as the cpu goes as long as it is the same or better than what you had then you are getting an upgrade.

 

I agree..the 150 watt is for 1 gpu if you had 2 it would be shipped with 240.
Yes ask about the ram I believe the i7 come with 1333 so ask to be sure. the i7 820 is a really nice upgrade dont think I would push that..If you had a lcd 1200p screen I would push or beg for the LED 1200p if its not upgraded already a must have. Thats prob all.

 

Oh I forgot to mention my specs they're showing online if you guys want to know them, my old original specs are at the bottom of my sig still.
M17x-R2 Cosmic Black i7-820qm 8 gb 1066 ram ati5870 500 gb 7200 rpm hdd 900p screen dvd+/-rw drive

 

Well so far it's been mostly visual inspection on the laptop. The case is brand new. I was surprised with it being a Ripley case. The lcd screen is disappointing. Mine was perfect and this one has a tiny scratch (barely visible) a dead (red) pixel in the corner, and a lot of bleeding in both bottom corners. Sorry I forget the proper term for it when there is white light bleeding into the screen at the corners.
I haven't had time to run it hot with furmark or prime95 since the dunderheads totally reinstalled the OS. Lucky for everyone they backed up my book and other important documents. I lost a good bit of data but the MOST important stuff is still there.
I told them I was upgrading it to Win 7 ultimate as soon as I got it back and they still did the reinstall. Tomorrow I do the real testing, since I finally got it updated. Will update after I finish. Thx for the support.
DaneGRClose - definitely push for the equivalent RAM. But unless you get a really sympathetic tech I wouldn't worry so much about the 150watt PS. And congrats on the 820.

 

But if my original R1 only had one card but I paid for/got a 240w with the original order shouldn't I get a 240w adapter this time as well? I plan on eventually installing a second card so that's a big deal to me. As far as the cpu goes I was happy and was thinking I'd leave it even though I could prob argue it out of her on multiple basis's they took care of me so I'll leave that be. On the ram I'll ask her nicely to see if it can be changed and as a back up plan I'll just ask if I can switch the ram in the refurb I still have before I send it back.

 

Well it sounds like you may not be in the perfect situation right now infernia but I'm glad to hear that you have found some good things and at least nothing horrible yet. I'm crossing my fingers for ya on everything else going well! And thanks I'm happy on the specs and that they are treating me the way they are now too, long bumpy road but it paid off in the end.

 

If you paid for a 240 on the old I would mention it she can check your old build to see you paid for it might just throw it in..never know always ask.

 

Hi there , just had some simple question I just want to ask , first the email address u have provided I emailed them and got a reply from them they will call me today so should get intouch with those guys or should try to resolve matter with the alienware tech guys ? And secondly if my issue is not solve would they be able to replace my system with an other or not ? Thanks ...waiting for ur reply

 

Shady Boy what I would recommend to you is don't read this particular forum section thinking that you can jump straight to the top of Dell's chain of command ladder and get away with it, second don't think that any problem at all can get you a system replacement refurb or new. If you have legitimate major issues and are reasonable and patient by all means call and we're here to help you. If you keep those things in mind then everyone in here can help you a lot. Your first step when you have problems is to call Alienware Tech Support explain your problem and give them a reasonable amount of time to try to fix it don't and don't take any frustration you may have out on them they are there to try to help you it's not the person you speak to's fault your system has problems so be nice. The Technical Support department may not fix your issues on the first try, they're knowledgable but they're not perfect, no one is. Give them a few shots at trying different things to fix your computer. Unless someone majorly mistreats you I would say give them anywhere from 2-5 repairs to try to get it working again depending on what the problem is, for instance if you have two new motherboards fail in the matter of one week it may be hopeless and ask for options other than standard repair. If however all you have is a small glitch like your touchpad or a driver not working the way it should give them a few more try's and some more time. If they can't fix your computer in a reasonable time or a reasonable number of try's more often than not someone will mention the words system exchange before you need to, keep in mind that doesn't always mean they're going to offer you a shiny fully upgraded brand new system, that's not always reasonable. Now in the event anyone majorly mistreats you or they cannot fix it and refuse to do anything else, then you would want to ask for the next level which is usually [email protected]. They will contact you in a short amount of time, again be very nice, be reasonable, and give them a chance to make the wrong right again. I found that barking demands gets you no where and they don't want to do anything for you. So in recap always start at the bottom at Tech Support, give every rep a reasonable amount of time and try's to fix your issues, and finally the steps you would want to take of departments to contact, in order from first to last is: Tech Support Rep-->Tech Support Manager-->[email protected](aka Global Consumer Resolution Representative)-->Global Consumer Resolution Manager. And again remember if you don't follow those steps you're probably not going to get anywhere at all. If anyone disagrees or wants to add anything please do as some of you are the ones that helped me.

 

honestly all i have to say is thats its a long and hard fight. dont give up. if u truly deserve a replacement for ur r1's unfixable problems im sure u'll get it.

 

Hi there so far they have changed my RAM and two motherboards and on top of that they damaged my laptop and it's been nearly two months since I have been dealing with those guys .....

 

Then the people at [email protected] will take care of it just deal with then and follow what they say, you will go nutz trying to second gusses everything. Thats the worest thing you can do. Be Cool

 

Ok then yeah time to talk to a Technical Support Manager and find out what options they're willing to offer you. Be very nice and polite with them, like I said it's not that specific person who caused the problem, just explain how you've been treated and that it seems as though the repairs are not helping anything then ask what other options you could explore. If they're rude or seem unreasonable on their end, then state your mind just let them know you're frustrated and wondering if it would be possible to consider replacing the system with the issues you had that don't seem to be fixed after multiple attempts. If they say no or are difficult again go to the [email protected] if you haven't done so already. Once you talk to that person do the same thing it's just a long chain of patience and persistance with this company until you finally get a rep that will do what is right for you. Good luck, we're all here to help

 

Hi guys I already sent them a e mail yesterday and they gave me call today and told me that they are replacing my system with a brand new one ..he was very nice and will e mail me the new specs can't wait ...thank u very much everyone for ur support ....

 

Woot and we have another winner!
Let us know what you get..

 

Intel® Core™ i5 Processor 540M(2.53GHz,3MB cache)
OPERATING SYSTEM
Genuine Windows® 7 Professional, 64bit,
GRAPHICS CARD
Single 1GB ATI® Mobility Radeon™ HD 5870
MEMORY
4096MB 1333MHz Dual Channel DDR3 SDRAM [2x2048]
HARD DRIVE
500GB (7,200rpm) Serial ATA Hard Drive
They have changed 3 things processor which an upgrade to old one windows instead of windows 7 home I will get a professional and the graphic card instead of the old 260m I will get ATI....

 

Very nice! Gratz, you should have a nice system there!

 

Thanks ....Can't wait I am counting days already lolzz.....

 

happy to see that your getting a replacement. =]

 

WOW! That's awesome! Congrats on that I'm glad to see Dell didn't put you on a 2 month rollercoaster for the replacement process. I wonder what it is with those guys? It's either ridiculously fast that they fold and issue an R2 or it takes 2 friggin months! Either way that should be an awesome machine! Keep us updated and let us know what you think when you get it.

 

I think he had already been thru most of the hoops ..
and they damaged his unit on top of it all. Kind of caught with their pants down..lol

 

Congrats Shady boy that's a nice system.
I'm still testing mine. Kind of chickened out of running the Furmark test until I get everything backed up properly this time. First time I started to run it today the temps on the gpu's jumped to 103C in less than two minutes. My last two cards failed at 107C. I don't know if it can handle 10minutes of Furmark. At least the cpu survived Prime95 testing for 20min.
And when I play Crysis on High, I get a lot of jumping frame rates and high temps too. We shall see what the next few days bring.

 

Thanks it's all because of u and alienwolf ..and dane I have been calling from last month technically it took some time but not 2 much ...

 

How can u do these testing is any special software for this purpose ?