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

My exchange process hasn't been too bad. Requested an exchange a week and a half ago and it's scheduled for delivery tomorrow (M11x).

 

Thats all you can do really, unless somehow they can cancel it and re-order it for you (which they should be able to).

 

If you go this route, see if they can have it on record for you that you are disputing the single card, when you had duel in your previous machine. Also see if you can get a confirmation that you'll receive a secondary (with crossfire cable) installed for free by a tech once you've received the laptop.

Just try to cover your bases with paper/email trails for proof, if they try to back out of it.

 

I sent an email to the senior tech support guy that I am working with for the replacement notebook, I stated that 1 video card is not better than 2 video cards and that I have dual video cards in my current notebook and do not expect to have to fight for something that I already have.

By emailing I will have a paper trail

 

wow! still waiting on mine that started on 3/3.

 

mine started on 3/26, they finally updated the site on 4/9 with the machine specs. now waiting for it to ship

 

Mine is finally being built. It bears no similarity to my R1. Lowest processor, only one ATI card...has the RGB screen at least. When I specked out a replacement for them, I didn't go hog wild or anything. I just did the quad core (same cost as the dual core, I do a lot of work that uses all 4 cores...) and more RAM. They cannot even get a similar specked laptop?! This is a total joke. Do they think we are stupid?

 

You need to cancel and get another replacement if your replacement doesn't have a dual GPU set up.

 

I know. My supervisor is still on vacation or something and apparently no one but him can do anything about it. Customer resolutions is closed, so I will call them in the morning. I wish I could get a refund at this point. I am so tired of their crap. At this point, I wish I could send back my defect and just have them erase my "Preferred Accounts" balance. Depending on how their customer resolutions department deals with me tomorrow will dictate how nasty I will get with them. I have all the info I need to file a grievance with the BBB and I am thinking of doing it anyway at this point.

 

According to the consumer law in in EU the replacement shall at least match your original purchase or you and Dell can agree on another solution(if you agree on this and do not demand your money back). I do not know your location and how it works in your spot but I would think that it would be the same more or less. Check out your legal rights

 

So how much negotiating on my part do I have to do if I want a R2 upgrade from the original version?

My replacement laptop was delivered today and my Dell service rep. called about thirty minutes after. I noticed that both of my batteries weren't powering the computer (something to do with the mobo) and told him that and then the hard drive somehow failed while on the phone with him. I thought it was pretty hilarious.

So instead of replacing the motherboard and hard drive he just told me he's going to send me another replacement computer. So now I'm stuck here with two faulty M17xs....

 

All told, I think I have over 20 hours on the phone with tech support on up. It is truly ridiculous how much we have to do. Keep pestering them. If you get a supervisor that won't help you, call back until you find one that does. Keep a record of who you talk too so the first tech you talk too doesn't transfer you to someone you already talked too.

 

Sounds like me, I had 2 faulty M17x until my 3rd one finally came and I shipped the other 2 back. In regards to how much negotiation you have to do, it really depends on who you're working with. Luckily for me, I told my corporate rep that this is ridiculous and explained (with an angry tone) my long struggle with the phone representatives who don't know anything. He then worked with me to get a third replacement which luckily was an upgrade for me. Replacements are always same specs or better, never worse (or at least it should be for Dell).

If it has the RGB screen, its the R2 system (I think), which means you have the same i5 (lowest R2 processor) I do. i5 > Q9000, so that is an upgrade if that is what you're getting. As far as the GPUs, if you had 2 video cards, you had better get 2 in your replacement because you paid for 2 video cards, not one.

 

I emailed the senior tech that I have been dealing with regarding the exchange system, they are only putting in one ati video card as he said the performance is better than the original dual Nvidia GeForce GTX260m. This is what he emailed me:

"I already checked again but I am afraid that the exchange policy says we have to match your computer Specifications based on the performance.

We can’t offer Nvidia graphics card s for this computer that’s why we selected the ATI card we are offering matches the performance of the two Nvidia graphics cards you had on the original order, you can check the specifications of both card on the following link:

http://www.gpureview.com/show_cards.php?card1=619&card2=564

In this case we need to follow the exchange policies, that states we are replacing your computer with a new system that will match the computer performance.

I apologize for any inconveniences that we might have caused to you, if you need any further assistance please do not hesitate to contact me"

What do you think my options are?

 

I still have no EDD on my replacement m11x unit and I'm really starting to get pissed off. No one should have to wait this long. I took off two days from work to get my unit fixed and the guy was a no show the first day and then the 2nd day they promised to send someone out the guy was a no call no show. That's not very good business practices. Now my replacement m11x order has been canceled and reordered twice further increasing my wait time. When I asked for freebies I was given the following response:

Dell does not provide monetary reimbursement for technical issues, downtime or parts delay, regardless of the reason for the technical problem. I must therefore, respectfully deny your request for compensation.

That's not true there have been plenty of people in these forums that have received all kinds of freebies for delays. Anyone got any advice for me on who to contact or email that's higher up and request for compensation? All I asked politely for was a backpack lol... It helps ease the wait time on the replacement

I have already filed a case with the BBB against Dell. But IMHO I think that I have the right to some sort of compensation for the grief and frustration that I have had to endure in this transaction.. Please can anyone help me?

 

BBB should be able to take care of it. Also you can always ask Dell to cancel the purchase and demand your money back...

 

You have one stupid senior tech. That website compares desktop GPUs, not mobile GPUs. As far as "matching" the computers performance, that really depends on what game/program you're running. IMO 2 video cards purchashed = 2 video cards in replacement. You didn't buy 2 to get only one.

 

I wanted to know if I am getting a good system replacement from alienware my current system is
Core 2 Extreme QX9300
4GB,1066MHZ,DDR3,
128 S2,2.5,Samsung,Extreme
Dual SLI NVIDIA 26O GTX

My replacement is
Intel Core i7 720QM 1.6GHz 2.8 GHz Turbo Mode, 6MB Cache
4GB Dual Channel DDR3 at 1066MHz
RGB LED and Blu ray
Dual 1GB ATI Radeon Mobility HD 4870 in CrossfireX

 

Dude you are asking again? We answered you more than twice...

Once again.. Demand i7 920XM as you have the Extreme Processor.. Everything else looks good.

 

thanks dude my answer was deleted

 

My persistence appears to be paying off. I talked to my guy yesterday and told him what was happening with my messed up order. He looked through the specs of the system they were going to send me, put me on hold for 27 minutes, and low-and-behold, that order was canceled and the specs I sent him on what I think would be a worthwhile replacement...well, with one small exception, it is exactly what I sent. I didn't go hog wild, I just built what I thought was a good system compared to the $ value of what I initially spent. Its on order, currently in production...but still no ETA. Hope it comes quickly and arrives without issue. If it does, I am SO glad I found this forum, has been extremely helpful.

 

Nice! What specs did you suggest? I hope you get it soon, I for one am pleased with the replacement so far... I can actually edit and encode videos without sync loss! Hooray!

 

I am still waiting to for parts for my secondary 4870 graphics card and crossfire cable.

Was told there was a 3 week wait for the parts!
Dell/AW rep told me that as I had a working notebook they won't be able to offer me anything... what a load of bull... looks like there will be more email correspondences between me and the rep... not happy at all!
They don't seem to understand that they delivered something that was not as advertised! and they are trying to wash their hands off this problem!

 

so after sitting on hold for 30 minutes this morning, i found out my replacement system was supposed to be shipped on 4/16, but it was delayed. Of course they have no reason as to why, and no new ship date.

 

I wouldn't stress over it, same thing happened to mine as well. Delayed, plus no delivery day. Ended up, I received the laptop about 20 days after it was originally supposed to ship.

I couldn't get a reason for the delay either. Regardless, rest assured that you will receive it. Waiting is one of the hardest parts, though.

 

Here it is. Still no ETA in the system, I hope it isn't another 20 days... I had asked for 6gb of RAM, said I would even pay for it, but oh well...as long as I can edit video on the go without it screwing it up, I am good. I talked to the people I get my editing software from and said they needed to make a plugin to work with the ATI line of cards, they have a beta waiting for me. GPU processing FTW!

Lunar Silver - Anodized Aluminum (Hated the black)
Slot-Loading Dual Layer Blu-ray Reader (BR-ROM, DVD+-RW, CD-RW)
Intel Core i7 820QM 1.73GHz (3.06GHz Turbo Mode, 8MB Cache)
4GB (I asked for 6, meh) Dual Channel DDR3 at 1333MHz
17-inch WideUXGA 1920 x 1200 RGB LED (1200p)
Dual 1GB ATI Radeon Mobility HD 4870 in CrossfireX
1TB Raid 0 (2x 500GB 7,200RPM HDDs)
Genuine Windows 7 Ultimate, 64bit, English
Bluetooth 2.1 with EDR
Intel Ultimate N WiFi Link 6300 a/g/n 3x3 MIMO Technology (With the Broadcom on the R1, I can only connect at 11mb/s at home, my girls Intel based laptop, 178mb)

 

Congratulation with your good news Well I am still waiting on Dell. My escalation started the 9 of April and still no answer. The person I spoke with thus Tuesday told me that I should not worry as my replacement would be granted... He will call me tomorrow for an update(if they call last week they did not call me on Friday as promised, which made me start calling them). He also told me that I only need to wait for like three weeks... I sincerely hope that he is correct about this as that would mean that one and a halve week later my replacement should be on its way. Darn it's frustrating to wait and wait while this issue is being processed through Dells slow bureaucracy. I really need a stable system that does not suddenly crash. Dell hurry up pleaaseee!

 

I was told on Feb 22/10 that I was getting a replacement, it was in production, cancelled on April 13 and reordered April 14/10 with no EDD.

The specs aren't correct as they are only putting in one video card but the broken one has dual video cards so still working on that as well.

 

This seems the place to ask a question... my issue is complicated but in short I have a m17X R1 that both 9800gtx sli cards fried while on tech support call to Alienware. That was 2 1/2 months ago, now I finally got a replacement card (quadro 3600, the only card that will supposedly be compatible with the beast)
I followed tech support instructions replaced the single card and powered on. No screen, lights on keyboard were fine, hard drive noises, fans running. Powered off, back on, no power at all. Checked battery, pwr cord, all the steps but no dice. Tech support is having me send the whole system back to them.
Over the past 2 months I have called them at least 30 times and been on the phone countless hours. Before they sent me the quadro card I asked to speak to a supervisor because they tried to replace the original cards with ATI 3850's, no offense but those were sub-par; no supervisor. It was already escalated to tech support lvl 3.
This is where it is sticky. I have no service tag, just an account number, Dell won't speak to me, they say it is Alienware's issue because the machine is now over 1yr old. They say that it falls under the category of "Before the service tags were issued, and that their database has not been updated"

Luckily the beast was under warranty when it died. However, Dell resolution center simply won't speak with me. Alienware takes the attitude of "we're sorry it's the best we can do."
At least the last tech support person was kind enough to tell me to take out the hard drives before sending it due to the fact they could be erased in the process of repair. Still this is looking more and more grim. I am not optimistic about a full repair. Anyone have ideas what to do so that Dell will acknowledge that I bought a 4800 dollar system Last March from their daughter company?

M17X R1 - Core 2 Duo 2.6 GHz - 4GB RAM - Dual SSD 160GB - Dual Nvidia 9800GTX SLI (fried) - 2X Blue Ray

 

Replacement or money back. If Dell/Alienware does not agree on this then contact BBB/Department of consumers etc. In other words do not accept this file in a complain. We have paid for a new machine right out of the factory and we expect it to work. Anything else is simply not acceptable. Also the replacement should be delivered within reasonable time or a full refund of your money should be offered. Anyway it does not matter who you bought the machine from. Dell or Alienware you still have some legal rights.

 

it's amazing, a keyboard shortage is holding up my order. sounds like a load of crap to me

 

Hi everyone, I have read many great posts from this forum and now it is time for me to register and join the crowd.

So....

I have a m17 R1 and have had the dpc stuttering issues since the day i received it. After finding this thread I wish to pursue a replacement (im still in waranty) and need some help as I have no idea how to proceed. I have placed a call with alienware and they want to bring my laptop to service depot. Will this just be another delay in fixing an issue? is there a way i can progress this as a replacement.

I tried contacting dell who wouldnt talk to me without a service tag. called aw who said i havent got a service tag. Explained the issue for the millionth time... this whole thing is actually making me mad. I buy a 3 grand laptop that just doesnt perform! I want a replacement and i want it now dammit!!! lol

I know you all here are a great source of info and all help would be appreciated.

John.

*EDIT*

Also i notice a few of you reporting cases to the BBB, sorry for being dumb, how does this help and how do i go about it

thanks again

JT

 

I feel your pain with the service tag issue... real pain.. gut wrenching kind. If you get to the exchange part of this before I do, please post. Dell refused to talk to me without a service tag and AW doesn't have a resolution customer representative. If I find a path that leads to an exchange, I will share with you immediately.

 

Just got off the phone to AW again!! still same crap. I want rid of this dodgy m17, with all the stuttering issues im damned suprised more ppl arent going down this road, i fear it is a long twisty road though. they have given me the option to bring the laptop into depot (3 weeks maybe 4 without machine) Will they be able to fix it.. i dont think so.. sooooo REPLACE it dammit!!!!

grrr

asked to speak to supervisor = no sorry isnt one here.
asked to speak to manager = no sorry isnt one here.

woot!!!

anyway all info much needed and much appreciated.

JT

 

I have a replacement laptop in the works now. I talked to a manager last week and asked for a replacement. He said that Dell can't give a replacement until 3 major components have been replaced and there are still issues with the laptop. This is only the second time the technician came to my house. So far GPU were replaced. after installing the motherboard the issue was still unresolved(i told dell it wasn't the motherboard). So now for my refurbished M17x, they are going to build me a new one. Probably an R1, since they need to get rid of them. I'm hoping to get lucky and get an R2. Im gona call them tomorrow to make sure they don't screw up my replacement.

 

thanks guys for the help here is my new system specs
original system
Core 2 Extreme QX9300
4GB,1066MHZ,DDR3,
128 S2,2.5,Samsung,Extreme
Dual SLI NVIDIA 26O GTX
Blu ray burner

Cancelled Order
Intel Core i7 720QM 1.6GHz 2.8 GHz Turbo Mode, 6MB Cache
4GB Dual Channel DDR3 at 1066MHz
RGB LED and Blu ray
Dual 1GB ATI Radeon Mobility HD 4870 in CrossfireX


New System
Intel Core i7 920XM 2.0GHz (3.2GHz Turbo Mode, 8MB Cache)
4GB Dual Channel DDR3 at 1333MHz
17-inch WideUXGA 1920 x 1200 RGB LED (1200p)
128GB Solid State Drive
Bluray burner/writer

 

?? the new system is your replacement? free?

 

This is my system replacement

 

Just called AW to get my Ethernet jack and Kb replaced, long hold times, but the guy i talked too is very helpful, tech is going to be sent out to fix and check all of my complaints.

 

how long until you received your confirmation email?

 

i did not receive a confirmation email yet for it being shipped

it will take like 2 weeks for you to receive order status updates on dell.com

 

BBB is only if Dell/ALienware refuse to repair/replace/give a refund back and you are entitled to this according to the laws of the nation you are living in. Perhaps you can find a website telling you your legal rights? Anyway in that kind of cases BBB will help(it can be a very slow process though). In my part of the world the consumer law says that after trying to fix a laptop one or twice and certainly after the third try then the customer is entitled to a refund or a replacement(customer decides). Dell has insured me that they will honor this but it will take them three weeks to process this(one week left I hope ) ).

 

I have recived my replacement m11x but when I looked for the lablel that they said would be in the box on the return address I could not find it. Where do I send the old one back to?

 

Thanks for the info. I am sending my m17 back to depot for the dpc latency issues. I guess im at A in an A to Z process... will add all updates here.

Thanks

JT

Just for info thought i would show my results from latency checker.

test interval - 1000
Current Latency - 6330
absolute - 174438

now thats bad isnt it?

JT

 

if you can't find it in the box, either give dell a call or email. they will email you a return shipping label. you can print it out then ship back the old one.

 

Thanks for the advice, I hope that your return goes as well as mine did. Not the actual process but the fact that the replacement so far has no defects that I can see

 

hey guys, so if my m11x happens to stop working later and a new version of the m11x comes out can i get the updated version ? say if the m11x later has the newer i3 or i5 processor, would i beable to get that model ?

 

Forget what I said before. I forget they use different mobo. You can if they stop providing the broken parts and you can ask for a replacement. But I highly doubt they'll run out of the processor in stock any time soon since it's used in alot of Dell's laptops too.

 

That is Dells decision as far as I know. However in my country Dell/or any other reseller has the right to try to repair the broken computer one or two times. So should you m11x suddenly stop working I would guess that Dell would at least be entitled to try to repair it once or twice... I could of course be wrong here as I do not know how things work at your location.

 

thanks for the reply guys. I guess if they ever release a different model i can try to negotiate with them lol