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

Okay, so, managed to get through to Escalations, got one reply stating that they were going to try to work with me, and then haven't heard from them for A WEEK. I'm facing similar stuttering issues, along with a wonky BIOS and rather extreme temps.....

Anything that anyone can think of to possibly try now that they seem to be ignoring me without sounding too terribly pissed off or whiny? And Alienwolf, I would be very much forever grateful if I could also get some of that 'info you'll need to survive' help.

Thanks again guys....here's hoping I'm on the 'slow' part of 'slowly but surely'.

 

@Praetorian77 - Try to get through to escalations again. If you have a direct line or specific contact this will be much easier. If you don't want to sound whiny or pissed off, base it on the premise that your laptop is extremely important to your work and you are needing some sort of idea how long a resolution will take.
A week is a reasonable amount of time for them to get some answers.
If this fails then you need the 'Alienwolf survival guide/cure'
@Alienwolf - My curiosity is killing me. I am piqued about your survival guide.
@everyone - I am getting the M11X tomorrow... I think... based on the Dell site. Don't know if Fedex will agree with them yet but it is only 1 state away at this point. If anyone has some quick tips on known issues to check for or testing tricks PM me. I don't want to get in trouble with mods for testing info in this thread.

 

The way the i series works is way different then the core 2s so options have changed for overclocking. I've not looked into it very much as I think it is fast enough stock for what I do, just screwing around I got 13812 in 3DMark Vantage. But do some searching around here and you'll find some great info on the R2 oc options even for your proc.

 

I have left my stock except for the turbo also. I find it more that fast enough and refrain for maybe messing a good think.

 

Well. I just got a call from Dell. Apparently my replacement computer is in Tennessee - I'm up in New England. The site is estimating Fed-Ex to get it here by tomorrow at four thirty at the latest.

Now, I'm hoping I'll just be able to update the BIOS and swap the harddrives over - I REALLY don't want to have to reinstall everything because of this. So hopefully it will just be a quick BIOS update, harddrive swap and nameplate swap. Keeping my fingers crossed!

And here's hoping the hinge will work okay on this replacement one!

 

Well if your location is US then I would mean the following is useful for you to know.

Well try to record the stuttering and also try to remind them that you are entitled to a replacement as long as you are within warranty and three fixes has been tried without success. Sadly you are only entitled to a replacement of the same specs or better(or you could ask for a refund). That means that getting an R2 system is something you can try to request but that you might be rejected(and Dell is legally entitled to do so). Under all circumstances a refund can be demanded(which is fair as they have tried to repair your machine three times without success).

The following link is meant for you to understand your consumer rights:
Magnuson?Moss Warranty Act - Wikipedia, the free encyclopedia

Hope this helps out.

 

On the phone again, first exchange is getting sent back due to damage and very sub par parts. Had LCD/Cover, Base sent to fix damages, screen sent for replacement ended up being a completely different one, cover was also damaged (paint flaking off). Second exchange is to be determined. Gotta go through Dell/AW's crapstorm of tech support for another week it seems.

 

Well the tech finally showed up to replace the mobo in the replacement R1. ^ days after he was supposed to be here. The MOBO was changed out and the computer failed to boot. Took 3 tries before it entered windows, and even then it took over 2 minutes to load.

Once in windows I opened internet explorer in an attempt to d/load google chrome. Computer froze. Just like the last one the mouse would move but everything else was frozen.

Rebooted and attempted to do the same thing. It froze again.

2 R1s both with identical symptoms. I am so insanely frustrated now I do not know what to do. Additional emails sent to Dell corporate and the other usual people.

 

Sounds like an email to Michael_Dell is in order. Be polite, yet firm, and tell your story.

 

Black screen of death? Had that problem too a few times. Updated BIOS after I got my sig system and haven't had the problem again.

 

3rd email to that email address was sent today.

 

BIOS was updated, made no difference. Same as last R1.

 

ok so i got my computer back from the technician's workshop. The computer was worse than ever. My hard disk space have been reduced to 562.5 gb. furthermore, when i try to run crysis, the computer hangs and freezes up. Lastly, my keyboard does not light up now. i am totally distraught

 

My replacement should be here today - it's in my state. Hoping against hope I won't have the same hinge error on the new one that I have on this one.

 

Personally, i would be right back onto them about that....its not right that you should have more problems than when you sent it in!
Dont know how many attempts you havehad to repair, seems like 3 strikes and then Dell would consider replacement but im no expert.

I think talking to them helps but be careful, i would imagine that if rubbed up the wrong way with demands, they might just not cooperate at all....sad but, seems like the case.

I think you gotta be patient, polite, courteous but firm and know what you want from your viewpoint to get things sorted to your own level of satisfaction.

If its a replacement you want, i dont see any harm in letting them know this, afterall, if you dont ask you dont get in my experience. They may well turn around and say yes or just arrange another repair for you. If they do the latter, i would be insistent upon some sort of "sweetener" for all your troubles - afterall, like most of us, you bought in good faith and its not your fault, its theirs.

Dont lose your temper but keep your cool....they have worked WITH me (to an extent) and i am almost done with my saga but i wish you the best of luck (thats the wrong word but you know what i mean)

Let us know how you get on....keep smiling!

 

hey stevie,
Thank you very much for your encouragement. I definitely work all my way to a replacement unit that is working fine. For now i just have to send out my emails and make sure they get read. Will keep you guys posted.

 

What I find intriguing is the vast amount of different resolutions in each case. I see people on here(this very page no less) having big issues. Mine was cut and dry. I called. They sent the tech. Replaced my cards. Worked but still had Alien head problem. Tech called about that and was back the next day witht the lid. Head still didn't work, so the tech called again. At that point the Dell rep on the phone spoke to me on the techs phone and said we are sending a replacement with same or equal upgrades.

This is what I had:
M17x Black
Q9000
500Gb HDD
4Gb 1066 RAM
Dual 260Ms
DVD combo
1440*900

My signature is what I got as a replacement.

Why the big differences? Wouldn't you think they would have a company/corporate wide policy for trouble systems? Beats me :~)

 

Okay, so busy composing nice comprehensive e-mail to send to Michael_Dell once again since it has now been exactly one week with no reply (figured that was a good round period of time to wait) and am curious as to what exactly Dell requires as proof of system failure- I've had them do the little thing where they take over your system, but that doesn't help illustrate things like the fact that the machine can't boot without the AC power plugged in and the massive stuttering.

My question now is has anyone ever tried recording (ie, with a camera) all of their problems with their system and then uploading it somewhere or sending them the file and is it known if they accept that? I'm in Germany right now roaming around so would be unable to have a tech come look at it, and would like to show them just how screwed I've been for months...

 

I got a problem with the LCD having ^snowing/grain^ effect on my alienware m15x so the tech came and he replaced my LCD module (got aou10ee) but they sent out only the LCD module without the front glass.

Now there are finger, adhesive marks and dust on the inside of the glass panel, it is not that much irritating. I'm a bit scared to call the tech again, not to mention ask them to replace a fine lcd module 2. time.

Have anyone tried to seperate the front glass from the lcd module so I clean the inside of glass with lcd/tft cleaners.

^snowing/grain effect is still there visible in the steam menus^

 

pmassey - the difference on the replacement systems are, what parts are in stock at the time. They prob didnt have a Q9000 in stock. Remember the replacements come from Tenn. not overseas so the supply is different. It change's from day to day. We have to remember we dont know all that go's on if we were as smart as we all think we are, including myself we prob would be running customer care..

 

Thats not what i would call a repair, more like a bodge job of a repair - why should you have to take things apart yourself becasue of incompetency?......

I personally have never had an AW techhie come out but by all accounts, lots of people have nightmare stories about this kinda thing.....seems like some tech's (not all) dont really know what they are doing half the time! - c'mon Dell...where is the training for these guys i ask ya!

 

mert361 - I would call them back and explain the replacement didnt come with glass, I take it the tech used your old one?
Ask them send a new one or have tech come back and make right. That isnt right and you should call..

 

They are subcontractors thats why most are so bad..there is no training.

 

Just a thought here on a side note....I am in the UK and alot of you guys are in the US or elsewhere.....is this department we are all emailing about our probs (Mr Dell) the same or is there one for US and one for Europe etc....

My executive customer support rep said that he was in India/Bangladesh i recall.....maybe you guys have a US dept which may explain why some people get better service or "results" than others here have posted?

 

Hmmmm, wouldnt you think that on such a high end piece of kit they would have fully trained experts and not just "joe the tech guy" who knows maybe a bit about AW so he will give it a try....no promises tho, might break it or leave it worse for ya but he will do his best?

I think Dell should re-train some experts....after all, it is a relatively small, high end niche market......cant need that many fully trained staff surely?

 

When I replaced mine I got a call from Inda and had a Rep in Miami take care of me every day. Then the system was build in Tenn. and shipped from there.

 

stevie - they work for large sub out fits that if you do good you get called back if you mess up to many jobs you dont. They get paid by the job use their own car and if have to go back it's for free. Now I ask you what are you going to get?

 

THATS SHOCKING

I kinda expected a Dell van and a guy in a Dell worksuit etc etc..........also makes you wonder how much of that warranty price is profit huh??

 

Alright. My new one is in. Hinge seems okay - for now - and harddrives are swapped. I think I have to re-overclock the MOBO, but that's about it. Hoping it will end up working okay. They forgot the return label though >.<

 

Maybe theyre gonna let you keep it eh?

 

Hell, I don't want it. Not with a hinge as broken as it is. I just want a fully functioning computer y'know?

 

Hoping you guys can help shed some light on my issues and whether or not my demands are unreasonable. Thanks in advance and sorry if this post is crazily long. It’ll help me if I do end up sending an email to someone higher up.

My invoice date for my m11x R2 is 6/25. Within a week or so I encountered four problems:
1. Keyboard touches screen resulting in scratches. Screen actually came shipped with 2 scratches.
2. Hinges creak, which apparently means it’ll eventually snap. Noise gets progressively worse as time goes by.
3. Right side USB/headphone ports unusually tight. Not too sure if this a big issue, but it has me concerned nonetheless.
4. Extremely tight screw on wireless card. I ended up stripping the screw in the process of unsuccessfully removing the wireless card.

With these four issues I present you guys my timeline of events:

7/7: Sent an email to a Dell Customer Service Rep who I had been in contact with ever since my initial purchase. I explained my issues, requested for a system replacement, and stated that if a system replacement was out of the question that I’d like a full refund.

7/12: Late reply. My CS Rep requests another 24 hours before he can give me a yes/no on my system replacement.

7/14: Still no reply so I email again politely asking for an update.
*Note: between those dates, I made a few calls to his direct extension. Always sent me to voicemail, but I decided to not leave a message since I was already consistently emailing him.

7/16: Still no reply from CS Rep. Decided to call Alienware. Support guy 1 listens to my issues, says OK, and redirects me to “the department that handles system replacements.” Unfortunately the department turned out to be closed. I call back and Support guy 2 (not the same person as before) listens to my issues, to how the system replacement department is closed, and to how I am concerned that If I don’t resolve it this very day that I will be outside my 21 day refund policy date. He tells me he’ll leave a note on my laptop’s records that whoever I end up calling on Monday that they should act as if I am still within my 21 day refund policy.

7/19: I call back Alienware. Support guy 3 (once again an entirely new person) tells me a replacement is a no go. I remain persistent so he talks to a supervisor and tells me he says no and that system replacements are only for people with complete care warranty. He wants to send a tech but I explain how I never had a successful tech repair with Dell in the past. He still says he can’t get my laptop replaced, so I ask for a full refund. He says they’ll charge a restocking fee. I inquired why they would charge me this fee as I thought that that the conditions for this fee was if there were no problems/if I were outside my 21 day refund policy (remember that the last guy on 7/16 said that I would technically still be within the 21 days). He doesn’t really have a clear response to my inquiry. At this point I am at a loss for words, so I agree to go with a tech repair but lie and say that I’m on vacation so I can’t schedule one until August. This same day, I am able to successfully remove the stripped screw, dropping my number of issues to three. However, I do cause some minor visible damage to the Dell Wireless 1520 card in the process. The card still works fine though.

7/20: My CS Rep finally calls me and says he can do the system replacement. In retrospect I should have immediately said yes, but after fixing a problem, dealing with the Alienware calls, and feeling some apprehension about receiving a replacement with the same/more issues, I kindly request if I could email/call him back in 24 hours with my final decision.

7/21: At about 3AM I send an email to my CS Rep with my decision to go ahead with the system replacement. I include videos to document the creaking and pictures to document the stripped screw/damaged card.

*I would have made contact between these two dates but a nasty storm took out power for a few days.

7/28: Still no reply. I leave a voicemail asking for him to contact me.
*I did make consistent calls to his extension numbers before but this was the first time I left a voicemail. I also never tried calling Alienware again after since I figured no one would help me with a system replacement and would try to push the tech repair.

So was I wrong in asking for a system replacement? And what do I do at this point in time? Who do I call/contact to get a quick response? Should I just go ahead and shoot an email to Michael Dell? I don’t want a refund as I actually love the m11x. I don’t want a tech because I am almost 99% sure it will end up in my laptop being in worse shape. Under normal circumstances, had I not been in the 21 day refund policy date, I would go ahead and let a tech fix this or just deal with my issues as is, but the fact that I tried to get my system replacement before the 21 days were up makes me feel like I am still entitled to one, especially after three reps told me they would help me get one. So any suggestions for my next point in contact?

 

Ok this is what I would do and did. Copy this post completely including the what should I do.All of it paste and copy. And send it to the web address you posted, remember forum rules say we can not post emall address's here. Anyway state at the top I am sending you a list of my service problems. Ask for someone to resolve the issues and that you have listed them below as posted on the Alienware forums, and that forum members told you to contact them for resolution. Worked for me. Got a reply and a Corp Rep within 24 hours. Good luck and keep us posted.

 

Ah didn't know we couldn't post emails, I'll edit that out. Gonna compose an email and send it right away. I'll be sure to keep you guys updated!

 

Just an update. Dell called me and agreed to a full system exchange. Finally! They advised me I should hear something in reference to the specs within a week, and said it would take 10 - 12 days to build. So not sure what I will be getting, but I sure hope it works.

 

Glade to hear was wondering if anyone would get an answer this Friday..

 

Right folks....some help here if anyone knows this...

My brand new replacement build was "supposedly" booked on Wednesday just gone, I told my rep that I had received a call from an AW rep telling me that thhe new 840 was going live on the UK web site later this week......he insisted he knoew nothing....infact EVERYONE that i spoke to said they knew nothing of this.....constantly denied (yet I didnt dream the phone call i had telling me this info)

I stated to my corporate rep. the importance of getting the latest chip if at all possible (as i was aware that changing the cpu later would void my AW warranty) - obviously important for me to get the best chip in it at the outset, right?

Ok, last night, went on the UK web site and ...bam..there it is in black and white...new x40 series cpu's available.......I literally went red with anger....

Now, I havent had ANY confirmation via email about "order confirmed" or anything other than verbal confirmation of this via my rep.

Question is guys.....do you think this can be altered so i get the newer chip? - they are both the same price so i cant see a problem but from the way my rep was talking to me, he was insisting that its now set in stone and cannot be changed under any circumstances....

I know its a replacement but whos money at the end of the day is paying for
it...surely i should be able dicate events to a degree?

Advice/opinions welcome.

 

If the replacement spec's have been set, then they will cancel the order and start over. Is a 820 to 840 worth the extra hassle and wait? Thats if they offered you the 820 you didnt say. Very small real world difference between the 820 and 840. As in the 920 is better for gaming than the 940. If you really want the other CPU go for it, just will make you wait alittle longer.

 

Hey stevie,

Maybe they just want to clear their old stocks. Hence i think your chances of getting the new chips are relatively slim but that is no harm trying. Good luck for it.

 

Beef how is your replacement coming along?

 

@amodar - Your situation should be solved with an email to the one you provided by accident. It's not unreasonable to ask for a replacement and I saw no where in the warranty that states the replacements are for 'complete care customers'. That should have been in the fine print somewhere but it is not. The calls you have made 'have' been documented everytime you have your service tag accessed it is added to your case #, so the time limit should not be an issue at all.
@dissident - Good luck I hope it makes you smile when you find out what the specs are.
@Stevie - Very few rep's know what is happening on the website. There are a select few that will keep a close eye on what is going on and inform you of such things - ie. the tech rep's in Costa Rica did so in my case repeatedly. Engaging me in conversations about technology that was getting ready to be released. etc.
So, before you see red and go ballistic, remember that the rep who told you that was probably ignorant to the changes and not motivated enough to make sure.
I do know that the best upgrade of all the processors thus far is the 820-840, so it may be worth it or it may not be depending on how much hassle it is.
You could always politely offer the difference in price due to the fact it is such a huge upgrade and would be worth it to you. And though I put a smiley on there I am totally serious. Just a thought.

@everyone - I now have both the M11X and the M17X in my hands. They landed last night around 9pm. Talk about testing stress....Not stress testing. I'm already sick of updates and downloads. But I'll trek through it. I already have a slight issue with the keys touching the lcd on the M11. But no scratches on the lcd and no creaking hinges. Please PM me if you have knowledge of other issues I should check out on these laptops.

PS - I am used to the Area51 m17X which was heavy enough and solid as a rock. But OMG the M17X R2 is a total BEAST. It was exciting just taking out of the new sexy box, compared to the Area51 plain black box with a muted alienhead.

 

Infernia - you are right, replacements are not just for Complete care. My first one was a R1 under Basic 1 year warranty. So seems the only real problem is getting a Rep to commit.

 

Hey alienwolf,
I emailed to my corporate rep on thursday last week and he has not replied. I was wondering, do all these reps take so long to reply their emails? Normally how long would they take?

 

Hi everyone,

I purchased my m17x R1 about 6 months ago. Since than I've had the secondary 260M video card replaced due to overheating, and both of the sides fans replaced because they made an annoying clicking noise. Now the primary video card is defective too and should be replaced sometime this week. I've also been having the stuttering issue with games since day one. (game makes a random ugly noise and freezes for a few seconds) Tech support has been pretty good about listening to my problems and sending out replacement parts but I'm just sick of having to have this laptop repaired so often. Especially since it's only 6 months old. Just wondering what you guys think about this and what you would do.

Thanks

 

@beef - I know you asked Alienwolf but from my experience I had my rep take about 4 days to get back with me and that was the longest period of time. After that he made sure I knew he was out of office on certain days. If you mean Thursday the 28th, then the time period is not unusual. If you meant Thursday 21st then I would be worried and on the phone.
@od37 - Is the laptop still stuttering in game? If so I would call tech support back and have them troubleshoot the issue again. If they can't help you with the issue/solve it/ then you need to ask them the hard questions. What are my options at this point? The laptop can not be repaired or used in the way it was designed to be used, playing games. You need to know what they intend to do about this issue as you have been patient and cooperative up until this point. If they don't respond then ask to speak to a supervisor, nicely of course, and ask the same questions. If this does not work then you will most likely need to email corporate. That is your last step not the first. I still hold out hope that tech support will escalate your case by their own means before you need to do so yourself. Keep us posted.. pardon the pun.

 

I agree with Inferina and if you haven't heard from Corp in 48 hours I would follow up with another email for sure.

 

hey i meant thursday 28th
I would give my rep until Monday to return my mail. However i am kinda worried about the international charges i would be incurring should i call him as he is in india and i am in singapore. Any suggestions on a workaround this to avoid the international charges?

 

od37 - sounds like you have come to the right place. Please post your spec's so we have a better idea on what you are dealing with. You need to get in touch with the people that can help you at this point. PM me and I will send you the email address you need to send to. We are not allowed to post the address here. You can find it in other posts further back if you look. I would email these people at Corp Resolution Center and explain nicely everything you have been thru and what you expect from Dell to stay a customer. Let us know what happens and good luck.

 

hey od37,
as alienwolf said, u have come to the right place. I have encountered the same problem as you. Follow what alienwolf says so we can help you. Cheers mate.

 

How about Skype its free?