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

WOW! That is an amazing system! Hope the info I gave you helped with that, but even if it didn't glad to see you got this solved so quickly. I am truly jealous of that system, the only thing that there is to go up from there would be ssd's. I'm really starting to kick myself for not originally getting the 1920x1200 screen, I want one of the RGBLED's so friggin bad as of late. Well keep us updated on how it goes!

 

Oh yea, the information you provided as well as this whole thread was of great help. I had so much ammo essentially that I think I was able to push through it quicker then others have been able to it seems. The estimated ship date is the 20th (almost exactly three weeks after I reported the issue), so I will be sure to keep you all posted on how this develops once it gets here.

Yea, I can't wait to see this RGBLED screen in person. I love the WLED screen of my MBP so can't wait to compare. But anything has to be better then this R1 CCFL screen, it has always annoyed me how low grade it seems compared to the rest of the system.

 

Rockwell B1,

Congrats on your new system replacement, I am happy to see that many of us are finally recieving successful resolutions to our defective R1's. I was about to say that the only missing upgrade was the 8GB ram but seeing that you upgraded aftermarket settles that. I believe that your system will in-fact be brand new as mine was even after the res expert told me that my replacement would be refurb, I was shocked upon recieving my brand new system which after a few days of ownership is working excellent out of box! Again congrats

 

Congrats Rockwell. I did start my replacement fight with Dell on June 26th.
I got my system 07 12 10 so might have beat there Very happy os far things go much smoother on R-2. No stutter, no freezes no BSOD. I am not afraid to change between crossfire and non crossfire On old system would drop out and sometimes be impossible to put it back into SLI. One thing I do regret is not going to corp seems like the guys that did got a bunch of upgrades. But then again seem like you guys spent alot more than me on your systems

One thing thinking about getting ssd drive. I see they are expensive If I do should I go through Dell. How much of a speed increase do you guys with these drives see . How hard are they to install.

 

You really will see a lot Boot will be quicker and programs will come up faster. I put my OS and my main games on the SSD 128 and put steam and the rest of my games on a 500 7200 drive. Runs great that way. I have 47g left on the SSD and 241g on the 500 so works out nice got the speed and still storage.

 

Any in game improvements ? If just boot time might not do it. How is it to transfer over OS. Sytem running so smooth dont want to mess it up.

 

Cannt promise the moon, but the os and the programs run much smoother and quicker. Thats the hole point of faster hard drives and the SSD's even the slower one's like dells are way faster than a 7200 even faster than a 10k. I personally can not see spending 600+ for a Intel but my 128 is just fine. A far as putting the OS on it either clone it or make a back up and transfer it over. Real easy to do and runs nice.

 

You'll see a small increase in speed no matter what kind of games you play. If you're playing games with a physical disc it won't be as much of an increase as part of the data is on that disc part is on the hdd. If you're playing games like steam based games that are on the hdd only you'll notice a more substantial speed increase as all of the data is on a faster hdd.

 

Freakin crap! I know y'all prolly think I'm a cry baby, but I've had this thin for like 2 weeks and just noticed a dead pixel. Well, maybe stuck. But wrong none the less. And only 1!!!!!! It's gonna eat my lunch. Ideas? Tried the pixel fixer-no dice. Fooooey!!!!!!!

 

This may help as far as policy.
What Is the Dead Pixel Policy For Alienware M17 Laptops? | Dell

 

Ok had a computer savy friend come over and he was able to get my old system kind of running it still freezes and got BSOD but was able to get Dawn of War 2 running on it .Dane was going to test out dawn of war 2 on his system Now my old system has 280sli and t9800 processor. New system has i-7 820 and 4870 crossfire. New system had average fps of 37.20 old system has average score of 42.2. Someone with a 4870 crossfire sytem says got average fps of 55. His system is overclocked does it make that much of a difference. How can my old system be over 10 percent slower than new system. How I doing something wrong.

 

Ok I am cursed. Ran test again on Dawn of War 2 got 34 FPS and now the touch keys on top of keyboard do not work. I can not even eject my dvd:
Update got my touch keys working just have low frame rate problem

 

hey guys good news!
i just got a call from Dell...
they are giving me a refurbished M17x for my 5 yr old XPS M170 that they
failed to fix twice.

so im pretty excited about it.
they said ill be getting it in two to three weeks...
just wanted to let yall know.

 

msparrow88 nice to hear post the specs when you get them.

 

NICE!!! And that is why you pay that high dollar for the warranty extension.

 

Wanted to drop in and let you guys know that I received my refund today for the AW m17X. *sigh* I got the $4874 back but not taxes or shipping. I guess I should be happy but that was an additional 400 dollars.
Then again... I could just be receiving whatever kind of system they thought would be appropriate. The wait and the fight is over.
Now on to the huge task of figuring out what to do with that $. Which processor, get a lower 720 and just upgrade on my own. Same with the RAM and the hard drives. Anyway that is a question for another thread.
Just thought I would let everyone know that I appreciate their help and advice. I wouldn't be making these choices without you guys.
Will post what I land, after much decision making and haggling. I'll be changing that sig very soon.

 

yah definetely.
they said in about a week or so i could call in and find out the specs of the system.

 

Glade you got your money back. Not sure about the tax's, kind of wonder why they would pay sales tax on a non sale? I mean do they keep it. I think I would ask for an answer on that. Just say I plan on ordering a new sys and expect the tax money back since I should not pay the gov for a non purchase. Just a thought.

 

msparrow good to hear let us know. Will be here.

 

Alienwolf lives-----HERE!!!! In this forum. Too fast man. Can't get a word in edgewise!! Haha!! JK dude.

 

Congrats Infernia now we can at least see the sad face gone! I'm very glad to see you at the end of the horrible road Dell put you on. I hope whatever you get now is everything and more than what you want, keep us posted on what you decide to go with!
And Msparrow88 congrats to you too! Let us know what your specs are when you find out!

 

Curious if any of you had to ship your system back to Dell after the on-sight tech failed to fix the problem, and if so how long is this process?

I do have someone from Customer Resolution Department calling me every few days now.

 

Hmmm. Only time I shipped mine back was after they sent me a replacement.

 

Yea I was given the option to ship mine to them and let them fix it. But I knew it would return and the problem would still be there so I took the other option of a replacement.

 

Same here shipped mine back after replacement came. And had to call for a UPS waybill.

 

They gave m no option. It was ship it back or ship it back. lol

I just know after 2 or more weeks of no computer i am gonna get it back int he same condition! <sigh>

I did file a complaint with the BBB and FTC, in reference to how long it has taken to get any help with this thing.

 

Should just send an email off to [email protected] explaining your troubles. Do it in a calm business like manner and you should receive help the next day if not same day if you send it in the morning. Make sure you include your service tag number and it'll allow them to look into records and have a better idea when they call you back concerning your email. Just state your problems and everything you've gone through as well as the fact you're becoming frustrated over the whole fiasco and the fact that you do not have your computer at all at the moment.

After only two weeks of trying to get my stutter fixed, two GPU replacements, and one mobo replacement I sent an email off to that address and within two days received the specs of my new R2. The rep that contacted me about my email has been the most help in all this, the normal reps you get from calling tech seem to go by the play book and that's all.

 

how long do you have to return your old laptop? im just wondering cuz i never got a return lable with my new system, or in the mail. hmmm could it be that after 3 system exchanges they forgot about my original unit... hahaaha i hope so that way i can sell it lol.

 

You have 10days for them to receive it. Call your Rep or Dell they can email a way bill thru UPS ground, so important you get on it. Takes about 5 days to get there, I'am sure they count Business days. And no they won't let you keep the old one for free. Good luck

 

Plus keeping and selling the old one would be fraud

Yeah, just contact a rep and they will send you a shipping ticket in the mail

 

And I was informed by a rep that IF you just keep the old one, you void your warranty. Ouch!!!!

 

hey guys,
Like many of you here engaged in the battle with dell for a replacement, i have just started mine. any tips? my problem is with the computer stuttering. i know that changing the hardware would not help but they insisted on sending a tech over to my place somewhere in the next few days. How am i supposed to convince the dell rep to give me a replacement after the tech leaves and the problem still persist? and my location is singapore.

would appreciate all help.

 

You'll have to let them do a few attempted repairs first. If you manage to get the 4870 ATI cards that might solve your problem depending on how you use your computer, but the issue can still come up if you're more of a hardcore user.

After 3 failed repair attempts I would send an email to [email protected], calmly explaining your problem and your frustrations of not having a properly functioning computer. This is what I did and was only in battle with them for two weeks, once I sent the email I got my R2 replacement approved and I'm now just waiting on it to ship this week if it is on schedule.

 

You have to go thru their try's at repairing. At a point after 3 try's you need to tell them enough, I want a working system that I paid for. If you get a Rep that won't help you get a up and running one. Email [email protected] explain your problem and what as a customer you expect and they will put a Corp Rep on your case and things will be resolved. This all takes several weeks on average so keep your cool and things will work out. Keep us posted.

 

Good advice there Rockwell B1..lol

 

lol Was about to say the same to you.

 

I would have said the same as the both of you -laughs-

 

Hi guys
First of alll I have to thank you alll for your valuable input. However does the email that you guys gave me still effective considering I reside in singapore? And must it be at least three repairs before I can request for a replacement?
Thx again guys.

 

The email will work and ya you have to give them a chance at fixing it.I would not push to fast.

 

Thx alienwolf,
Will let the technicians have a shot at it. One more question? What should I do when the technician is doing the repairs?
Thx

 

Watch him like a hawk! In case he breaks anything you will know.

 

Hi,
So if he breaks anything what should I do? Call up the rep and say he has aggravated the problem and demand for a replacement straight away? I apologise if I seem so impatient but I really need this laptop for my work.

 

Now that you said that, yes explain to the Rep that nicely and that you earn your living with it and cannt afford to be with out. It will help your case, but remember sometimes this takes awhile. So take a deep breath and lets hope it go's smoothly!

 

Ok thank you very much. Will wait for the tech's call for now....

 

OK tech called, they will be down at my place tomorrow night. can't wait

 

Good deal hope for the best.

 

Ive recently got off the phone to AW tech support UK (after constantly chasing them after promised return calls and not getting them).

I explained (again) my situation....3wk old laptop, problems initially with power adaptor and now with x/f lines....had to reiterate the whole story again to another guy who could only offer me replacement gpu/gpu's....i pushed hard for a return authorisation but was told blatently that this would not be possible as i only had 7 days to return my system.

Not happy about this, i tried to get him to let me speak to a manager to discuss further....was told that i would get the same answer and that he wouldnt even let me speak to someone!!!!!

He said his only option was to arrange new cards for my system (and im not happy about that) but due to stock shortages, they arent avaialble until 27th July......I tried explaining about my "next business day warranty" but was told that this only applies if they have parts available and i would be SOL if they werent - which they arent.

Again, not happy with this, i asked for contact details to make a complaint or take this further.....i got given an email address which is "[email protected]" for me to write to......

To this point, my account manager has STILL not got back to me after all my chasing / emails / phone calls to him.....

To say i am disgusted is a complete understatement. Why after only three weeks of ownership am i apparently NOT entitled to return a faulty system?

One other point, i had thought this....

Is it just me or is it purely coincidental that the cards arent in stock until 27th July which is very shortly after the next ati 10.7 release??? - would it be possible that they are simply not in stock because a fault HAS been diagnosed and that all existing supplies have been withdrawn until then??

I am becoming very sceptical about the whole thing and Dell certainly have not acknowledged any problem to me, infact they have tried to say more or less that im the only one experiencing such problems which is obviously not true.

I fully intend to take this the full course, I am going to be intouch with UK Trading Standards tomorrow to assess where i stand in relation to return of faulty goods......

It should not have to come to this but i feel totally let down by Alienware....call yourselfs a customer orientated manufacturer where the customer comes first....I DONT THINK SO!!!!!

 

Stevie you are handeling everything in text book perfection and asking all the right questions.

*Keep notes on everyones name.
*Get their full name before you even begin talking to them.
*You have 7 business days to return the system no questions asked. A defective unit is another story.
*Staff are poorly trained if they will not allow you to speak to a manager.
*I would call in again and ask to speak to a sales manager.
*Yes it is bleeping rediculous that you have to wait until July 27'th but that is only a week away. (remember PM I sent you about labour issues)
*Yes I suspect there is a reason for the wait.
*There should be some sort of ombusdman

 

I've read elsewhere that if you're not happy with you're purchase there is a section on Dell's website where you can escalate the matter. I forget where I saw that thread, but you should try searching for that on Dell's website.

Here, I found it.

https://support.dell.com/support/to...outstanding_issues?c=us&l=en&s=gen&redirect=1

 

Hiya Falcon....i have just sent my account manager a detailed email about todays events and how much i got given the "runaround" - as for speaking to a manager, well, tech support didnt want me to do so and i must have asked 3 or 4 times but he just kept saying....you will get the same as what im telling you....

My system is obviously over 7 days (got it 21st June) but even so, its faulty and within such a short space of time i feel entitled to a refund.

I am going to get info from my Ombudsmans tomorrow about my right to return faulty goods and look into how my credit card issuer covers me for such purchases....

Right now, if i could and if i saw a Alienware tech guy, they would be weraing my laptop as a neck tie as i would smack it so hard over thier heads that it would put a whole right in the middle of it.....