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

It's been a while since I've posted (but I've still been reading ), I should be getting my exchange laptop in a week. Once again, lovely customer service... no idea if it'll be an M17x-R2 or an M15x, as I get varying stories when I call and ask... but I do see in my Dell account a replacement order. Apparently what I see on the order is not what they're sending, which is confusing as well, what I see in my account is supposedly a "placeholder" for the actual exchange machine (which shows an M17x-R2). From what their internal tracking shows, I should be getting a pretty decked out M15x (once again, no real specifics given).

Just FYI, I had to open a BBB case against them to actually get any progress on exchanging. The exchange laptop was ordered shortly after. I give up trying to understand their internal/external differences with my account, but as long as I get a machine I can do my work on reliably, I'll be happy.

 

Similar boat, I still don't know if I am getting an R2 or M15x either. You are about a week ahead of me on the Dell timetable, so I don't have an order number just yet. I threatened BBB, but I also got a decent supervisor to work with me on my issue. He pretty much said, let my tech do all the driver install and tweaks and if your machine still has issues (which it did) then a replacement would be ordered.

 

Yikes, lots of problems in this thread.

I'm in line to receive a replacement for my M1730, which will most likely be a M17x. I've been waiting two weeks and still don't know what the specs are or if it'll be an R1 or R2. If they try and stick me with a refurbished R1, I think I'm going to fight for an R2 because of all the problems with the R1.

I imagine the problems with the M1730's and M17x R1's have been an absolute nightmare for Dell, which is why the replacement process is such a MESS

For the record Aristotelhs2060, Dell let me replace the graphics card on my M1730 and were going to let me replace the screen/mobo/graphics card before they canceled that order because the graphics card was unavailable.

 

Just don't believe their time table on exchange... I was told that I'd have it in 7-10 days. That was March 5th. March 19th, they finally order an exchange, and only because I kept calling to 'remind' them. They haven't even officially responded to BBB regarding my case which was opened March 3rd (they had until March 24th)... and now have the possibility of losing their BBB accreditation due to it. Interesting customer care to say the least.

 

I was told 22 business days. I think I got a correct timeline out of the guy...unfortunately.

Like the other poster said, the M1730 was a disaster of a laptop. I went through many of them. Don't be surprised if they send you an R1, its still being sold through the website, need to deplete their stock.

 

Jeez, that's terrible.

I was told 2-3 weeks by the guy on the phone when he initiated the exchange and then got a confirmation email a few days later saying that it "usually takes 3-4 weeks for us to build your system at our factory." I've read a lot of stories and it seems like some exchanges have been processed in a few days (people that got high up on the escalation chain) and others that have been pending for many weeks (like yours). I'll give them to the three week mark since I can afford to wait; if nothing has at least shown up on my order page or service call status page by then I'll start asking questions.

 

And Canada. Have always had excellent resolutions (expedited replacements and $ compensation) through this channel (i.e., unresolved issues).

 

I'm guessing people here just get lucky after having to replace one or two parts and having the whole computer replaced. Although I now have another open case, I just wrote Unresolved Issues about my whole experience. Now if you'll pardon me I'd like to vent.

Since the time I received my Alienware laptop, I have been experiencing a number of problems that included the replacement of my laptop's

•its GPU (any programs using the graphics card would eventually crash)

•motherboard (random shuddering, random freezing, problems with keyboard)


(and today)
•the LCD monitor (White lines across screen)

•its keyboard (intermittent keys, picks up on keystrokes slowly, and skips letters randomly)

•and the touch pad (It is unresponsive, no back light)

After trying to explain to the five people (three who disconnected me, one of which was going to escalate my case to his superior for a replacement, and totaled my time on the phone to about six to seven hours) the other day that the problem was more than likely not a faulty keyboard and/or touch pad but the motherboard's fault (again). The Dell technician came by today confirmed my suspicions when he plugged in the brand new keyboard and touch pad and it did not function properly just liked the previous ones did not. He also noticed some distortion on my screen saying it is highly likely another faulty GPU that I have.

The technician then proceeded to call his Dell service on my behalf citing the above problems and suggesting that I receive a replacement to which a woman on the phone denied the request and wanted me to "depot" my laptop for a somewhat lengthy period of time. I told my technician, who relayed it to the woman, that I could not afford to be without my computer for an indiscriminate amount of time, not knowing where it would be, etc. The only other option she gave was to replace the motherboard and the GPU (again) which I suppose I had to take. As I said at the beginning, I just wrote to the Dell unresolved issues hoping I can skip having to get stuff replaced again.

 

Just be persistant. I had one supervisor say that they would NOT do a replacement. I called back and kept asking for a different supervisor until I got one that would give me a replacement. It took a bunch of calls (11 hours total, one day) to get to that point, but I did. Still waiting to hear which machine I am going to be getting, but it isn't going to be another R1.

 

Still waiting here too.

My service call status page says:

Description: REQUIRES USAGE SUPPORT
Service Call Number: *********
Initiation Date: 3/24/2010
Last Updated: 1/1/0001 12:00:00 AM
Call Status: PND
Call Type: EXG
Service Ship Date: Not available


Last updated 2009 years ago... sounds about right.

 

i have the exact same thing on my replacement system, except my initiation date was 2 days after yours.

Service Call Summary
Description: TECHNICAL QUESTION
Service Call Number: xxxxxxx
Initiation Date: 3/26/2010
Last Updated: 1/1/0001 12:00:00 AM
Call Status: PND
Call Type: EXG
Service Ship Date: Not available

 

Thats a new low for Dell time. Looks like they were around just after Christ came, wonder if they got his autograph?

 

I have a sneaking suspicion that this waiting is in vain...

 

May or may not... With Dell, sometimes you just cannot be sure. In my case, up to this point, they have eventually come through. But on each case, it has taken longer and longer. From my original XPS to my M1710, it was 4 business days. Fast forward to now, looking at a month (they say 22 business days). Meh!

 

My original ETA was 5-7 days on a replacement m11x. I've been waiting since 3/3/10. No ETA. Dell will not respond to me, phone/web cant tell me anything.

All I know is they finished the replacement and then canceled the entire order due to a nameplate issue, and then started over.

 

I recieved my m11x on 4/5/10 upon taking it out of the box I noticed that it had a dent in the bottom of the computer and the screws that tighten and hold down the bottom access panel were stripped out from the factory. I called Alienware tech support and for two days I was made false promises for an onsite tech support agent to show up. Yesterday he was a no call no show. Dell has wasted my valuable time and to think I even took off work for this. I just got off the phone with an Alienware supervisor promising me a return call within 30 minutes. It has already been past 30 minutes.. I honestly didn't expect him to call me back haha.. It seems like if you want anything to be done about your replacement file a formal complaint with the BBB it sure seems to work as I had to do this once already with Toshiba.

 

I sent the guy that emailed me after my exchange was initiated an email yesterday asking if he had any updates for me and he said that the details of the exchange hadn't been updated on his end. He said that he anticipated that he should have received them by now, so he's "expediting" the exchange process. Hopefully he's not just blowing smoke and something actually comes of this.

 

Folks,

If you are a current XPS M1730 owner who is working with support on an M17x exchange, please post in the appropriate thread:
http://forum.notebookreview.com/showthread.php?t=426693

This thread is for AW owners who are encountering issues with a current AW system exchange.

Any questions, PM me.

Thanks!

 

Here's the latest on my exchange:

Description: REQUIRES USAGE SUPPORT
Service Call Number: xxxxxxxxx
Initiation Date: 3/5/2010
Last Updated: 3/19/2010 6:39:00 PM
Call Status: ORD
Call Type: EXG
Service Ship Date: Not available

Still sitting at "no idea when you'll receive it" status, lol.

I actually received a survey regarding this case 2 days ago, asking for feedback on how satisfied I was with resolution time, and if I'm pleased with the exchanged machine. I laughed out loud, literally... especially at the part where it asked why I'm not satisfied with the new laptop, and I answered "Because I haven't received it yet??"

 

And now they have canceled order #2.

 

Just got off the phone with Tech Support, followed by Order Support (was transferred over), followed by Tech support again.

Tech Support: Can't see all the info as Order Support handles the exchanges.

Order Support: Can't see all the info as Tech Support handles the exchanges. But we see that your order should ship on the 25th. (to which I ask, "April 25?!"). No, it should have shipped March 25th. You'll need to contact Tech Support for more info, I'm showing the order as an M17x-R2 but an M15x was agreed upon for exchange.

Called back into tech support, and no one has any idea what exactly is going on, except that my exchange should have been handled by the refurbish department, but for some reason it was sent to be built new on the manufacturing line, which is why it is taking longer. No idea what model, what hardware is in it, or when I'll actually receive it. A tech support Manager has requested that all info on it gets forwarded to them (from the manufacturing line), so I can be informed immediately.

 

looks like my replacement finally went through.

they listed the specs for the machine, and i have an actual order number

they are replacing my M17x with a M17x-r2

 

Mine is still lost in the ether that is Dell. No one knows anything about my order.

 

Heh, still no updates on mine, really... they say I should be receiving the exchange PC shortly... but still no idea when, or what. I've been told, less than a week... guess I'll see. Hopefully I receive it before this weekend, but I'm not holding my breath.

 

problem now with mine is it probably won't be shipping for weeks. says the "order" date is 4/9, and it is in production

 

replacements can go fast like mine.
m1730 fried > M17X-R2 alternative
ordered 4/1 and today it was send to ups.

 

Just my two cents for those who have issues resolving problems,

I have been frustrated with Dell for the past few months regarding my Alienware. They have sent out numerous technicians to replace parts, only to have them not work. They've even sent me a replacement which was a downgrade in comparison to the current system I had. Phone support doesn't help because I get transferred all over the place only to end up with no results because no one has any idea what is going on. Your best bet is to either e-mail someone high up in dell's corporate office, or do what BatBoy said in his original post. People at Dell do take your e-mails very seriously, especially if its sent to someone high up in the offices, and e-mails are a better way to contact them rather than via phone. I did the first, and now I have a replacement computer with upgrades that I thought I wasn't gonna get. The person I worked with even updated me with every step, from the initial start of production, to the shipping. Be sure to be firm in your complaint and explain your issue thoroughly, but also don't be too aggressive with them.

Good luck to those having the same troubles I've had.

EDIT: I had an M17x-R1, now have an M17x-R2.

 

I guess that this is the right thread to be in now. After many fixes my m17x has decided to crash in order not to damage the system and I called Dell to tell them that I wanted a replacement or my money back according to the consumer law. They have now promised me an replacement as they could understand that this had caused me a lot of trouble during my exams. I am happy, I guess I only hope that they will give me a system that works this time as I really do not wish to keep on spending all this time on a broken useless laptop.

 

Sadly, I've tried both "unresolved issues" as well as emailing someone high up months ago. No one seems to care... any case I forward using the unresolved issues link gets closed -"Resolved" status without explanation... and no response from anyone high up. That's why I had to resort to opening a BBB case, after months of struggling with them. That's the only way I've made any progress. Why? I have no idea... I've never been anything but polite in emails and phone conversations with them.

 

Well, after I called and demanded a refund (and was denied), my exchange was shipped same-day... I'm now on an M17x-R2. Yeah, they said it would be an M15x, which I requested (I've never actually had an SLI or crossfire setup, so no real loss).

I opened up the package, and the DHS exchange slip with return label wasn't anywhere to be found... and I thought I was done with phone calls, lol.

 

At least you got your replacement. I am still in a holding pattern on mine. No one seems to know what is going on with it... The supervisor I have been dealing with is on vacation and I keep getting the "Call back in a week" message from anyone I talk too. I hope when I finally do get my replacement, they get the warranty transferred over properly. I am still on the fence if I am going to even keep it or not. I really like having a laptop, but with all the issues, I have become very jaded to them.

 

Is your R1 an exchange for the M1730?

How long have you been waiting?

I received a R1 at the beginning of Dec/09 which didn't work right from day 1after several repairs and reloading the o/s Alienware decided they would replace it, it has been a month since they said they would replace it, then it got cancelled so I called again and now I have a R2 in production with an EDD of 04/15/10, the backlog seems to be at least a month before the system is shipped.

By the time I receive my replacement it will be over 5 months since I have had a good working notebook.

 

I am going to an R2. I got an R1 as a M1730 replacement on Oct 27, 2009. I called then that it wasn't working properly and at the time, all their tests showed that it was functional (regardless of the DPC issues) and sent me on my way. It sat in its box until January. We all know that February is about when things started snowballing and Dell/AW decided to make an attempt to fix the issues. I have tried everything that Dell has put out, including having one of their engineering team remote into my laptop and do all the driver installs/tweaks and the first thing I did was open a PDF, scrolled it, sea of red on DPC and was told a new R2/M15x would be on the way. That was 2 or 3 weeks ago, haven't heard anything and my account doesn't show anything even being built.

So, I am a week away from when my m1710 died on me and they sent out the first of 3 M1730's. First one, DOA, second one, could not get my software to run on it (had an issue with the 8800GT's, plus it would thermal on me after 22 minutes of being on, even idle), replaced with a new M1730 with dual 9800gts...BSOD's every 63 seconds (yes, 63 seconds...could set your watch by it). So, lets send you a M17x! YAY!... Boo... I have been without a working laptop for nearly a year. I used to do a ton of video editing (I still do some, but not the hundreds of hours I used to do) so any latency is bad...

 

Tech support did the same for me with installing all the drivers, etc. but I was still getting the stuttering, the audio cutting out the system freezing up, they were logged in when it was at its worst so this is when they decided to replace the R1.

Did you have a dedicated tech who took over your case?

I don't know why they are taking so long to replace the systems when they have seen 1st hand all of the issues and have agreed to a replacement. Can you contact the BBB?

 

I had one supervisor that I have been working with. He contacted engineering and they selected a tech to do the work on my machine. All of this happened after they put out the beta drivers and bios, thinking they were done. I was on the phone for 11 hours that day, trying this and that, and finally they agreed that there was still an issue and that it needed to be replaced (as I upheld my side of the bargain, they would replace it if I still had issues, which I did). So now, I am waiting...again. I really hope this gets resolved soon.

 

They gave me a dedicated tech who worked with me installing the drivers etc. after I did a fresh install, I also had the motherboard, the video cards and the ac adapter replaced.

I do have an order number and a list of the specs but they are checking to see if it has dual video cards as that is what I have now.

I think there were a couple of other guys on this forum that got replacements for their R1 but I don't remember who they were and how long it took for them to get theirs.

Hopefully something will be done for you asap

 

Was your supervisor from the consumer issue dept in the corporate office?

I got a replacement for my R1, just came in today, and it took me a lot of talking, jumping through hoops, and transfers to get to the new R2 system I have now. I have the extension to the Dell Consumer Issues Corporate Offices (Unsure if thats the right name, but its the corporate office) if you'd like it, just hit me up with a PM and ill be happy to give it to you. The corporate office representative that helped me told me to give this out for anyone else that has been jumping through the same hoops I have been jumping though. I'm not sure if it would help, but I can understand your frustration and hopefully this might put you one step closer to having your issue resolved.

 

I believe the supervisor I was working with is in Tech Support, but he was my third one, so he may very well be in their consumer issues department.

 

I am in Canada I don't know if that makes any difference.

How long did it take for you to get your replacement?

 

It took me about 3 weeks to get my replacement. Im unsure if your location would make any difference.

 

Thanks.

I checked the specs on the exchange notebook and it shows only one video card, I called and spoke with tech support she sent off an email to have it looked into.

I sent an email to the tech support guy that I have been dealing with, he said that he checked on the system and it only has one video card, my other computer has dual ati's, he said I would not notice a difference in performance. He also stated that it was getting ready to be shipped so they are not changing it now.

I guess I will have to wait until I receive the notebook and then call back to have the other video card installed. According to tech support this is an upgrade from what I had!!!!!

 

Well apparently I have to wait for 3 - 5 weeks depending on who picks up the phone?!? No change that. I have to wait for an answer and not a replacement(according to one person... Do I need to say that this made me rather sad/angry?). I have now taped the crashes which currently occurs 4 or 5 times within one hour(and some times once every hour). In fact I was sitting and typing in a fire-fox browser on this forum when another crash occurred(And I got that on my Hitachi digital Video camera ). Another one told me not to worry and that they will replace my machine... One guy even told me that they could try to repair it one more time??? I mean after three defect motherboards and three useless ATI cards what else is there to do??? Anyway at least they still admit that I am entitled to a swoop(the only catch here is that they have a lot of escalations to handle right now and I therefore have to wait). It really matters who picks up the phone. Also they do not always call you when they promise to. Once again I was perhaps a little too optimistic about whole this thing. I mean how difficult can it be? Order a new one from the factory, two or three weeks later the UPS(or whatever) knocks on my door. I even have a complete care insurance that states my right to get a new one should any accident happens (yaa I know this is a hardware fault and not an accident but come on what is my premium insurance for then?). Man I am frustrated here and I feel kind of left behind on an island or something like that. PS: Sorry for the rant...

 

Don't take that from them. You paid lots of money for this laptop and you expect the best out of it. The first replacement I got was a complete downgrade (it had only 1 GTX260M, no blu-ray, and was the wrong color). They called me about days later asking me to ship my original back, and I plainly told them no. I shipped the replacement I got back, and then complained to the corporate office. The guy I worked with was so great and made sure no more mistakes were made and that appropriate action was taken. If you got 2 ATI's in your original M17x, expect 2 ATI's in your replacement. If not, dont accept it and complain via the number I gave you or send an e-mail or do what BatBoy said in his original post. Dell is really failing to see the cost and importance these laptops are to us.

 

I had dual Nvidia 260's video cards that were swapped out for the dual Ati's so I will not settle for one video card.

I don't know how the tech guy can say that it is an upgrade when they are only giving me one card, hopefully they will correct it before it is sent out otherwise I will have them send a tech out to install the 2nd card.

I got the pm from you and will call if this isn't resolved soon.

 

I definitely agree with this. You paid for duel video cards originally, you should get duel video cards in your exchange. If necessary, escalate the issue to a manager or even higher, but definitely don't let this slide.

 

So would you let them ship the exchange first then call in and have a service tech come and install the 2nd video card and crossfire cable or have them cancel it again and reorder?

 

I'd have them modify the existing order if possible. They may want to charge you for the second video card if you've received it first... as that would be "accepting" the received hardware configuration as your replacement.

If they won't modify, have them cancel, reorder with crossfire, and expedite the build.

 

I am going to send him an email tell him they need to change it now before the system is sent as I had dual video cards.

What a pain, all I want it a working notebook!!!!!!

 

They wont do a thing about it. I tried that, they said its not changeable, and they'll just install a new video card for free (I dont understand how Dell's stupid system works). IMO, I think they're lying because the guy who replaced my laptop with ATIs was able to cancel and replace orders >_>.

 

So I should wait until I get the exchange and call in then?