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

Wow nice score, you must be beside your self

 

Still waiting for UPS to issue a shipment date ... ...Lazy UPS

 

well it seems that i have an issue with the a05 bios , which gives me a message saying that i dont have a dell acadaptor blah blah blah... also i complained about the ati drivers. they seem to stop responding every now and then. wich all of this is minor , i told him ill live with the issues if he gets me a ssd upgrade , and sure enough he did. i guess he rather not have me calling and emailing him 10 times per day lol.

 

well it seems that i have an issue with the a05 bios , which gives me a message saying that i dont have a dell acadaptor blah blah blah... also i complained about the ati drivers. they seem to stop responding every now and then. wich all of this is minor , i told him ill live with the issues if he gets me a ssd upgrade , and sure enough he did. i guess he rather not have me calling and emailing him 10 times per day lol. im waiting for a dell tech to come install it today.

 

Ok so trying to keep everyone updated again here...My rep had told me my system should probably be ready to ship by today, that she would update me, and that if it wasn't ready that they would try to change it to something better to try to get it out faster. Well another lie was told, not only is my system still not built to be shipped, she didn't update me, and apparantly she conveniently took a few days off and the department refuses to let me talk to anyone else. I think I've reached the last of my patience with being lied to and strung out. This may very well be my last Dell/Alienware product ever if I don't have a computer very soon and something done to right the way they have treated me.

 

Feel very swry for I can understand ur frustration hope u will get ur system soon ..is one actually got an r2 as a replacement or they are making pointless promises ? And I am also getting worry may be they do the same thing with me ...

 

Don't hang your head yet shady boy, it may not be coming fast enough but 99% of the reps have been taking care of people. I just seem to have an employee down line that doesn't care about their customers.

 

Hope for the best and I am sure u will get ur system very soon ...and how much warranty u got left ?

 

Now that I've gone through all of this I think like 60-70 days if I'm lucky. That's one of the most irritating things, I want to purchase the extended warranty for a good system but until I have it I can't cause until I know I have one that works what's the point? I had a little over 4 months almost 5 months left when this all started.

 

My replacement took over 5 months start to finish I asked them to extend my warranty for that amount of time but they wouldn't.

 

So I have some good news for everyone finally. First I have to give credit where it is due: My opinions have changed greatly, I don't hate this company as a whole anymore. I personally dislike the Dell sector, I think they have their heads shoved three feet into a dark place! ;-) Most of Alienware however still cares about their customers, I talked to a rep in tech support tonight knowing they probably couldn't do anything at all but still tried. The rep heard me out, agreed that the way I had been treated was wrong, and went straight to his manager to try to find a solution. Without having to ask the manager came on the line and tried to get a picture of the whole chain of events that happened. He said that Dell had taken 99% of their power away but would do anything and everything he possibly could. My ram is maxed or he would have upgraded that, so instead he gave me an extra hard drive and install kit, he also told me to contact him if I needed any upgrades/purchases in the future of any kind and that he would give me a 20-50% discount on anything from ram to a new system. He then told me he had a personal friend in the location where my computer was being assembled and that he would contact them to expedite it in any way possible. The computer was shipped an hour later!!!!!!! I now have an EDD of no later than Monday!!! I have to say I misjudged AW but Dell can still burn somewhere south of heaven. Thank you everyone who has helped me to this point. If there is anyone I can help or answer questions for in the future I'll be glad to help as those who went through this before me have helped me.

 

I thought I would throw my 2cent in.

I have been arguing with Dell since last week. I had my screen replaced last week for the well known hinge issue. a few days later I noticed that my speaker wasn't working when looked over the system I then seen a screw missing.

It just so happens the engineer managed to damage the screw hole when fitting my system together. Also my right speaker isn't working, screen still having issues and my system keeps cutting off intermittently.

I spoke to Dell and asked for a replacement system as this one was just over a month old he kept refusing and was generally very unhelpful. I finally saved in for an engineer as I just want a working system however all of the parts were out of stock which meant me waiting an extra 3-5 days.

Needless to say I once again asked for a replacement system which was agreed. Now it seems like everyone from Alienware is ignoring me! I have phoned/emailed to find out when it will be booked/arrive/spec but nothing.

I have sent an email off to that consumer team a few pages back! hopefully they can tell me more.

 

DaneGRClose - I'm with you... Alienware reps and employees have their hands tied as far as power to make things happen. And it's sad because you and I both know that there are many people who have purchased Alienware computers in the past few months, years and we can't be the only ones treated this way.
I will make a bet that they are trained to push until the customer gives up or gives in. It's no coincidence that you come across so many that simply say 'tough luck' or 'take it or leave' or just put you on hold and never come back on the line.
In those 4 +months that I called almost daily, I would come across reps that would do anything to help and did. But most were very harsh and cold, and some were even ignorant of the technology that they were advising on.
Whenever I got transfered to Dell they hung up on me because I didn't have a service tag.
It all worked out in the end, well at least they say it will, the computer is in fedex's hands as I type.
I can't complain about the deal I got, but I would have liked them to throw in a premium warranty for my future computer. I think they should have done so, for reasons I am cautious to discuss. I digress with my 2Cents.

It sounds like you finally got someone with a 'customer 1st' attitude and that you are being taken care of. I sure hope so. Keep us updated. And when it comes, you power it on, and immerse yourself... send us a smiley.

I will also continue to check this thread for people that are going through the process. I couldn't have gotten this far without all those that have helped me. You guys are the best.

 

I have a feeling this week will bring some resolve to some ongoing problems a couple of people have been dealing with Lets hope so!

 

Yup and it's about time! ;-) LOL I know mine will be here tomorrow, shady boy should have something this week, and infernia should finally have a resolution as well! YAY! Wonder how long it will be before there's another batch of people in here for us to help? I think if I remember right this is the second most viewed thread in the AW forums.

 

Well it seems now that they stopped making the Duel Core's less and less people are showing up here, a good sign

 

True but there is still a ridiculous amount of them available on the Outlet like the one you originally had. I think they just need to take the rest of the R1's they have and friggin burn em or donate em.

 

Where to start....hummm...first thanks to everyone for all the advise I have gotten from ya'll through the forums and posts and the others on this forum.

I purchased a R1 refurb at the first of the year (2010). I have enjoyed it with no problem until.... Until I started to update the bio's and keep it up-todate. I had all the problems listed here and in other threads. It surfices to say problems were ALL the ABOVE or I would write a book here.

I checked the threads here and other posts and figued I had to start calling tech support. I did and was very fortunate to get a pleasent professional tech that I could understand and was helpful. Now not that I enjoyed there HOURS AND HOURS on the phone but he was helpful. That resulted in a new mother board and a visit from a local tech. The Tech thst came to my home was nice but did not instill ANY confidance that he knew what he was doing.

After he replaced the mother board I continued to have problems such as power adapter warning, shuting down when ever the it wanted to and not charging.

I called again and again was contected to a professional. He was also helpful(more HOURS and HOURS on the phone) and sent a new battery out (even tho we both knew that would not help). It didn't help and I called the third time.

This time I was contected to a lady. I explained my situation and asked to talk to a supervisor. And still more HOURS and HOURS on phone. The supervisor was nice and said at this time they could not replace my unit but would send me back to the lady I had talked to first. She was very honest and explained she had no fix at that time but had given my information to the engineers and would get back to me.

She kept in contact with me through e-mail and ultimatley it resulted in a new R2 replacement.

During this time I was very understanding and patience but explained my feelings and expectations to them. I also only had dealings with Alienware techs. I was never harsh or extreme with them.

All this has taken about two months or so. However I have been fortunate in that they have shipped and sent a new service tag for a R2 that is actually better configured than the R1 I have now. It should be here on the 29th.

I have had a good experence with the Alienware folks.....no I don't think they should have sold me a lemon but they have corrected that quicker than I expected and with a better unit than I had to begin.

Just wanted to thank everyone for the help I found in dealing with this problem. In my case I was lucky to have alienware techs that were professional,honest and very customer first oriented. They all were great!

And yes I would probably buy another Alienware computer due to the service I have gotten so far.


OLD unit: M17x R1, Duo CPU T9600, 4GB ram, NVIDIA GeForce GTX 260M, 500 GB hard drive, 8X DVD+/-RW Dual Layer Drive,QuickSilver,Windows 7 Ultimate.

NEW unit: M17x R2 i7 920xm, 4GB ram, Dual 1GB ATI Radeon Mobility HD 4870 in CrossfireX,500 gb hard drive, 17-inch WideUXGA 1920 x 1200
RGB LED (1200p),8X DVD+/-RW Dual Layer Drive,QuickSilver, Win7 ultimate

 

Well it's good to hear you had a good interaction with them, and that is an amazing spec'd machine you're getting. My R1 was exact same as what yours was. I'm also glad that all the stuff the others on this board have been through helped you, I know there have been a lot of people who have helped me as well.

I'm starting to wonder if the Global Escalation place actually has two divisions, a few people get treated wonderfully and get amazing results i.e. slowburns, dirtydan, etc. And a few of us have to go to the ends of the earth and back on top of find ourselves facedown in a puddle of AW/Dell crap before we get to the end of the tunnel. Huh, makes ya wonder?

 

Yes I feel very lucky .... so far. I hope that others can have as good luck.

 

So did you already get it? And did your old unit have the standard 900p screen? I'd like to hear from someone with both if the brightness is any different. If you already have it post what you think of it. Can't wait for my new unit to get here tomorrow.

 

I like to add that my replacement has been shipped and is schedued to be here tomorrow at 4:30pm. I'm so excited. Not getting any sleep tonight!

 

According to Fed Ex mine is suppose to be here on Tuesday. I'll let ya'll know.

 

i am still waiting for ups to give me a shipment date.....

 

Nice dcu1976 apparantly they finally got those 820's in! LOL, I'm getting mine most likely by 9am like the last one but no later than 3pm.

slowburn57 definitely keep us updated, if you'd be willing to do it I'd like to exchange some stock benchies with ya to see if I want to change anything, and so you can see how much better your system is than mine LOL. Yours is coming with the 920xm and 2x4870's mine is the 820qm and a 5870.

Shady boy I'm sure you'll get it soon, you told us that it was in transition last week didn't you? If it was coming into the country from China like I seem to remember you'll get it this week!

Congrats to all! Keep everyone updated.

 

No it's nt coming from china according to shipment slip address its from ireland how many days will take to get a system from ireland to UK...

 

You guys got units coming are you tracking shipped from Tenn or China? Was wondering mine was Tenn
Let me know

 

Tenn on mine just like you said, nice call Alienwolf. Seriously I don't think there's even a slight chance that I'm gonna sleep at all tonight!

 

I just cant figure out how everybody was able to get XM's all I got was a lousy 720qm...

 

I got the 820 since all they had were the 4870s... Probably would have received the 620/720 if the 5870s were out.

 

I really think there might be two seperate locations or departments for the same Global Escalation([email protected]) division. Seriously if you've followed this thread for very long some of these people went through very little and got maxxed out machines for next to no hassle. Some people have gone through months of problems and got no where or not much in terms of options or upgrades. I know Infernia has gone through the ringer for 4 months, there's quite a few people on here that went through 2-3 months of it. And then there's some people who went through 2-3 repairs in just a few weeks and got a maxxed system. I got a slight upgrade on the ram(8gb1333/4gb1066), hdd's(dual500's/500), cpu(820qm/t9600), and gpu(5870/260) so I'm decently happy, it took me double digit reps and literally probably 40-50 hours of phone time though. I've seen people go from specs like mine to dual ati's, 920xm's, ssd's, bluray, rgbled, etc. I guess it's just luck of the draw. I really have to think that it depends on the warranty you initially bought, that is the only solid difference I've noticed with most cases. 2-3 year premium/advanced warranty=maxxed, 1-2 year standard=good luck you're in for a long fight. I guess they may look at it as rather than sinking a ton of money into the original in repairs then a ton of money on repairs on a second unit over 2-3 years they may as well replace it now and save the money on repairs for the original, but especially on people near the end of their warranty I have to wonder if it's the "delay it long enough and they don't get a replacement system" theory like they did with Infernia. Just my opinion on it!

 

Mine came from NASHVILLE, TN

 

Hi guys just want to let you know witout any notice or anything i got ups guy today and got my new system ... ..i am so happy thanks everyone ...it's looks gud and i will try every new possible game on it ...

 

Gratz and double WOOT!

 

lolzzz.... i know i was waiting for them to send me an e-mail ..but i was totally suprised that it arrived today ...it was like the first suprise ever

 

Congrats shadyboy, if it were me having a computer just show up would be the first suprise but the first GOOD surprise in the whole ordeal, LOL! Test it out and let us know, if you really want to push it go check out the thread 5150joker made about oc'ing the i7 cpus. It can be done now!

 

After all I went thru, think I'll just leave mine stock for awhile long while Don't want to be calling support explaining why I got a BSOD for OC'ing
I know just call me chicken....

 

No, I'm not going to call you a chicken for it. I know I'll probably end up doing it but a very tiny amount just to test stability more than anything. I will probably do an OC to around 1.85 GHz from the 1.73 stock. Figure I may as well make sure this thing is gonna be stable as all can be. It definitely wouldn't be permanant either just a one time then bench then back to stock.

 

I seem to remember shadyboy is getting the I5-540 in his, and someone over on that other thread clocked their's to something like 4.0 Ghz stable!!!

 

grats dane im glad your torment is coming to an end. btw whats the thread on overclocking the 820qm?

 

Thanks Dan, how is your system looking now? The thread is under the alienware--->m17x it's called How to OC the M17x-R2's 920XM/940XM using SetFSB. Even though its called that, implying it's only the 920/940 they also go into oc'ing the i5's and 720/820. There is a guy in there who ran his and posted screen shots on what you need to do and what you need to change in SetFSB. Go check it out, even if you don't actually OC your system it's friggin cool reading.

 

Hey Guys one simple question they gave me the new system but din't asked to return the old one ..aparantly i have both old and new one ...will they will asked for the old to rerturn or not ?

 

Yeah they definitely will, call your rep and ask for a return tag as they should pay the return shipping on the old system. If you don't return it you're gonna get a huge bill for a bad system. And if you don't pay that bill they lock all warranty service/help til ya do. So just return it.

 

but the thing is i have had this one on finance and my payment are fixd so come i will get a huge bill and it's not my fault it's there cuz they never asked me to send them the old one ....

 

You'll continue to pay your normal financed bill each month for the new one, whether they asked or not I'm only telling you what will happen if you don't send it back. You are paying for one computer not two, so as I said before keep it if you want but keep in mind you will get a bill for FULL RETAIL for the old one which depending on your specs will be somewhere between 1500-3000 USD. If these guys gave us all a hard time on getting replacements we deserved what do you think the chance of them just letting a computer go by the wayside without a bill is?

 

lolzzz....hmmmm let's see ...have u done anything like this or anyone kept a pc like this , i am not being greedy here but just asking the possible outcomes....

 

Unless they say you can keep the old system than you are responsible to get it shipped back. You will get charged for the old system if it is not returned.

If you didn't get a return tag in the box call Dell customer service and they will set up the return and email you the return tag.

 

Thought I would keep everyone up to date.

I was promised a repair by Alienware technical support UK 6 days ago and since then they ignored me. I tried multiple times to speak to someone about the replacement but I got no where.

My system finally died at the weekdend and I found the corperate support email address.

I just received an email from AW Tech asking if they can send out another engineer to fix the parts when their manager already confirmed to me that a replacement had been authorised. Needless to say I was furious!

Luckly a lovely chap from Corperate called and is now arranging a brand new replacement for me! he even agreed with me that he doesn't know why the manager refused a replacement in the first instance as it was a brand new laptop!

I cannot thank this forum enough for the information it contains and the support contacts. Hopefully it will all end up ok.

 

Nothing is free, you will pay for the old one.
You have 10 days from the time you get the new one for them to receive it. And the return tag is UPS ground takes 5 days to get there. Your account will show a charge for the new system, you can check, and they will minus- it after they receive the old one..so be . warned

 

Ok I get it but the thing which account are u talking about ? If AW online then I didn't have it I just quote the service tag number on the phone ...and whom should I contact to get it back .....confusing confusing