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

Perhaps my words were slightly on the harsh side and maybe i typed a bit quickly - im not having a go at you - sorry if thats how it came over....im really pleased for you as i think al of us that have gone through this kind of nightmare fully deserve a good outcome on the other side which you have definetly got coming...it may take a few weeks but that is nothing in the great scheme of things.....

Once you get yout new R2 and if it has a singular or crossfire 55870's, you will then be able to come enjoy the fun which is "Beta vBios" over in another thread.....

Congrats again and good on ya for getting a result....well done fella!

 

In Stevie's defense it did seem a little like you were upset. And that is the limitation of a social network such as this one. Sarcasm doesn't come across very well. <--- Use the emoticons or other such methods to express emotion. Otherwise who knows if one is serious or not? Kinda funny actually cuz I almost went on a little rant too. Then I carefully re-read your post and had a 'a-ha' moment and got it. derrrr...
Enjoy your new laptop when it lands and keep us up to date.
Now we have to help get Praetorian in the same proverbial boat.
Cheers all and enjoy a peaceful holiday weekend.

 

About that Beta-got a link by chance? I'm already following some threads about the R2 and I may need that one too. Gonna try it straight out of the box though. If it ain't broke, don't fix it. You know?

As far as words-grain of salt. Not easily offended if ever offended.

 

Pretty sure he means this one:
http://forum.notebookreview.com/ali...r2-driver-amd-5870-vbios-read-post-1-2-a.html
It is a discussion about the 8.763 and the Beta vbios
Cheers

 

Yep, Infernia hhas it right.....the thread listed is very "hot" shall we say....R2's arent without their own issues and this is probably the biggie at the moment. Obviously , it will depend on your gpu set up as to wether it is applicable to you but assuming you get AMD 5870 in your new setup, its very much worth reading to maximise your system.

 

Pmassey glade to hear about the new build. I would say you will have an I 7920xm and 5870's for sure. Dell is tretty good about the better when they replace a new unit. Luck and enjoy!

 

Wolf, they werent so merry in handing out the goodies to me, i had to fight tooth and nail and that was more or less to get an exact replacement of my original r2....i had to fight like hell to get a few extras.....maybe you guys in the US have a different team that seems to hand out new systems with massive upgrades like confetti.....i can assure you, it aint that simple if your based in England.

 

Trust me Stevie, it isn't that simple Stateside either....or at least with teams based in the States....

But on that note, I am signing off for the last time in a long time from Germany, and am getting on a looooooong plane flight to Phoenix to come home for the first time in over a year...so can finally start calling daily! Not quite the 'have a replacement/fix/SOMETHING waiting for me" scenario I envisioned, but oh well....that's life I guess.

Check you later alligators.

 

Hi Praetorian I was just talking about you and was going to second your opinion.
It is all in the LUCK of whom you speak with. I did not get any special offers, incentives or anything along the lines of promises. I had to jump through every hoop for 6months and then when the last system they sent was deemed unacceptable by THEIR standards, they offered a refund.
Now I have seen people offered goodies for their trouble, or offered replacements just after a few weeks of issues. And then there are those that seem to have to go through h--- and back to get any kind of resolution. As it stands there really isn't a good, bad, ugly designation to where you have your problems or within what time frame, etc. It's all about luck.
And this is what needs the revamp more than anything else.
But that is for another day.
Have a pleasant plane ride home Praetorian and remember we are all here for support should you need us. Keep us posted.

 

Well, the simple fact that my original was a refurbished unit makes this one an upgrade. They have been awesome to me thus far.

Original specs-
Q9000
260M's
DVD Burner
4Gb 1066 RAM
500Gb HDD
!440X900 LCD

1st Replacement-
QX9300
280M's
Blue Ray player/DVD Burner
6Gb 1333 RAM
2X500Gb HDD's
1920X1200 LCD

2nd Replacement-
?????????
We'll See!

Like I said, they have treated me well. ZERO complaints.

 

Could anybody offer a point-of-contact within Australia that does not get tied-up in a call centre for Alienware m15x Area-51 issues?

Specifically I have posted the latest/current issue here:
http://forum.notebookreview.com/alienware-area-51-aurora-legacy-systems/515823-hinge-broken-m15x-screen-again.html#post6674496

 

Posted a reply at the end of your attached post.

 

Dear lord, it is ridiculous how much of a difference actually CALLING makes. So inside of an hour of talking to my rep over the phone today, she approved the replacement of the mobo, which I'm completely skeptical about as nearly everyone else on this thread had a mobo or two replaced and it did nothing, but hey, if it works, great, otherwise, it's just more than likely one more step towards a machine that actually WORKS.

Only question I have for you guys now is if the tech replacing it screws up and/or it doesn't fix anything, do you think I should re-contact *my* rep or try getting a new one/Mr. Dell? Thanks folks!

 

Big Huge Giant YES! I agree with you on that.

 

I'd shoot for Mr Dell......literally.

 

Hoops they set for you to jump through take more time than necessary to get to the point of resolution. I have yet to see anyone in this thread have their issues fixed with a mobo replacement. It seems to be a common fix too. Still by going through the steps you will be that much closer. Give it a go and see what happens. Watch the tech like a hawk, not rudely, but keep close eye. Test it completely once done and then you should be at the point of saying no more band-aids for my laptop. You've been without a working laptop for a very long time now.
In all honesty I don't think you should be wasting the time on this since it is a known issue, but in order to get to the point of being able to say you did all that they asked and agreed to let them try to fix the laptop to the best of their ability... Well it's just one more step in the process. And above all keep Mr. Dell abreast of the situation. It is best to show your willingness to comply with their request to try to fix it again, but not to the point you are a big pushover. Dwarf King and Alienwolf know the policy even better than I about how many times and different parts that they fix before offering a replacement. Hope it goes smoothly from here on out. I am glad you finally got to talk to your rep on the phone. Good Luck.

 

My first replacement was basically 3 strikes and you're out. The rep old me after 3 tries, they would be better off just replacing the whole unit. What kills me is that Dellienware is STILL trying to 'fix' the R1's. From what I have seen, very few are trouble free. And by trouble free I mean, not laden with problems. Little issues I can understand-that could/may be related to software. But most are hardware issues. Why do they keep trying? Must have plenty of money, or R1's to burn.

 

Pmassey how true. And the 3 strikes is in the Dell warranty, in the fine print. It states they have 3 chances to fix a problem. After the third attempt they have to replace or exchange the unit. Thats their rule not ours.

 

Okay, so the tech left about an hour ago, and I can already assuredly say that replacing the motherboard did......NOTHING. Whoo-hoo.

Well, okay, not true. Now, instead of blue-screening, I black-screen! Yay for color change!

So now I'm contemplating my next move, and am wondering if I should wait a few days to let Dell think that I've exhaustively tried to test this thing (which is difficult to do when I can't even log in), call up Costa Rica and just start begging, or shoot off another email to Mr. Dell...problem I see with that is I've already tried it 3 times and not much has happened....

Oh well. At least progress is theoretically being made....*crosses fingers*

 

Well we kind of knew it wouldn't help...
The Costa Rican support is great but I am almost 100% sure that you have to have an escalation in order to go further than more repairs. Believe me I talked to a lot of techs and got no where. You need to go ahead and send that email. Preface it with the fact you are planning to continue testing it in hopes that it may recover but it is unlikely since it is a black screen. Do not continue with regular tech support. For some reason that we are not aware, they can't seem to escalate a case on their own. If by chance they do it for you, I will be most impressed and pray the trend continues.
Do not, I repeat, do not hesitate to send that email to Mr. Dell. Most likely they will not get it until the morning and the earlier they have it the quicker they can assign an agent or make a decision. Even if it is the same woman you have been dealing with, makes no difference. You have done what they asked and jumped through their hoops. Don't forget to remind them of 'how long' this laptop has been having issues without resolution.
Anyway... good luck and I know what it feels to be both happy and sad about the laptop acting as expected.
**EDIT** Just so you know, I sent more than a few emails to that address. I never was assigned a new agent after the first one, but upon receiving my 'newish' laptop back and it having the exact same issues as the dead one... My agent emailed me that I would be receiving a full refund. Almost 6months to the day and so many replacement parts later I got the best resolution possible. Not once did someone from corporate email or call. They simply assigned me a critical issues rep that was hell-bent on repairing my laptop at all costs. So I jumped all through those hoops I spoke of and kept emailing Mr. Dell each time a fix did not work.

 

Infernia is right, nows not the time to let up. Fire off the email and let them know you have bent over backwards to be fair. And now you need to end the repairs for a working laptop that you paid for (in good faith) a legal term meaning you lived up to your agreement but they have not.

 

for the people who got a replacement unit, do you also get a one year warranty with it???

thanks

 

im in the process of dell trying to fix my current m17x, battery issues, blue screen, and motherboard.
the dell tech came by my house today and replaced the motherboard and to my surprise, the hard drive is now bad. so they are sending me a pair of hard drive on friday.
i called dell later in the afternoon to tell them about my frustration and the tech said if another problem comes up or the original problem is not fixed they would send me a replacement.
i do wish it comes to that...

 

No you don't get a 1yr warranty with the replacement. Rather whatever warranty you have left on your current system is what you have on the replacement. You can always pay to extend but they don't give you more.

 

thats a pretty nice replacement you got there...i hope to get the same one if things keep getting worse or they dont fix the problem soon.

 

rockwell - is your replacement new or refurb?

 

I hope that you get your resolution very soon. It would seem the tech you spoke to was at least helpful enough to tell you that a replacement is an option if your laptop is not fixed.
I wanted to 2nd Rockwell on the warranty issue. If you do get a replacement it will have whatever time is left on your original warranty. You can purchase an extension at that time and though it is a personal choice.... I learned my lesson with my last refunded system.
When you get a replacement laptop and if the warranty has expired while they were working on your laptop you have 7days to find fault, and that's it.
So an extension is not a bad idea no matter what the case may be. Good luck and keep us posted on how it goes.

 

Thanks, yea my R1 was basically maxed out so they had to give me an equal R2 for what I originally paid. When I sent the email off to corporate I stated that I wanted a new R2 since I had been dealing with the issues from day one, it is one of my systems I use for work/schooling, and for the price I paid I don't want someones previously problematic system. So the rep who contacted me put it into production after sending me the specs to O.K. off on and I couldn't be happier with what went down overall.

Best of luck on getting what you want in a timely manner.

 

As Batboy requested I will post the follow up here. Here are the final specs of my replacement;

COLOUR CHOICEAlienware M17x MLK Gaming Laptop - Space Black
PROCESSORIntel® Core™ i7 Processor 840QM (1.86 Ghz, 8MB, 4C)
OPERATING SYSTEMGenuine Windows® 7 Ultimate, 64bit, English
SERVICES AND SUPPORT3Yr Next Day Hardware Support
ACCIDENTAL DAMAGE SUPPORTNo Accidental Damage Support
GRAPHICS CARDCrossFire™ Dual 1GB ATI® Mobility Radeon™ HD 5870
MEMORY4096MB 1333MHz Dual Channel DDR3 SDRAM [2x2048]
HARD DRIVE320GB (7200 RPM) Free Fall Sensor Raid 0 "Stripe" Dual HDD - (2x160GB)
LCD43cm (17") Wide UXGA (1920x1200) - Beyond HD (1200p) RGBLED
OPTICAL DRIVE8X DVD+/- RW Optical Drive (DVD & CD read and write)
BLUETOOTHDell Wireless 370 Bluetooth Module - Europe
WIRELESS CONNECTIVITYIntel® Wireless LAN 6300 3x3 802.11a/b/g/n card (EUR)
PRIMARY BATTERY9-cell 85Whr Lithium Ion battery
OFFICE SOFTWAREEnglish Microsoft® Office Home and Student 2010 ( Word, Excel, Powerpoint, One Note)
SECURITY SOFTWARENo Antivirus Software
Accessories
ALIENFX COLOURAstral Aqua
OS CUSTOMIZATIONAlienware Logo Wallpaper
AVATARAlienware Logo
TIMEZONE(GMT + 00.00) Dublin, Edinburgh, Lisbon, London
STEAM AND PORTALSteam® Client and Portal™ Game - Factory Installed
Also included with your system
Gedis Bundle ReferenceN09W7X01
Order InformationAlienware M17X MLK Order - UK
Shipping DocumentsEnglish Documentation
Dell System Media KitAlienware Resource DVD
Power Supply240W AC Adaptor
CablesUK 2M 250V Power Cord
KeyboardInternal UK/Irish Qwerty Keyboard
Standard Warranty1 year Next Business Day Hardware Support included with your PC
Hidden NamePlate EngravingGeneric Name Plate Engraving

They upgraded my CPU, GPU, and are giving me Windows Ultimate and Office 2010. If anyone is curious to know how I went about this then these are the emails you should use.

First off I complained to Alienware Tech Support for the constant issues I was having, I asked to speak to a manager and told the rep I was speaking to that I would wait for him....... he hung up the call. I then decided to hell with it and emailed the following REMOVED - See forum rules regarding posting of personal email addresses (why not?) and [email protected] (I think this is an escalated Alienware tech support email). Within 24 hours Dell Corporate phoned me to try and resolve the issues. They were not playing ball so I went down the legal consumer rights route.... I stood firm and gave them the options to try and salvage my customer service expectations. Thats when they decided to replace my system and hey hoo - you know the rest.

One thing to point out is that I never swore or spoke to them like they were the scum of the earth through the entire process. My advice would be to keep calm and throw out all the keywords ("premium system, dell top of the line, poor service, expectations not met, no confidence in the system/build etc etc). Try and push your luck regarding a replacement while you at it..... you never know

Plus thanks to Stevie and Achilles for the advice and good luck with your systems. Now all I have to do is go through the delivery pains all over again

 

Nice spec, good job, i completely agree with the specification choice you have given them, hope it arrives soon. If they give any problems make them send you out free accessories like i did

 

Glad you got sorted, your welcome for the advice - just happy to see someone else getting the treatement that they deserve. Hopefully, the wait wont be too long for you....

 

Congrats Mooneyd. It would seem that they are getting a little quicker with the turn around time on major issues with laptops. Issey's post today where *gasp* a tech support agent said the next step was replacement, surprised me. Typically they don't escalate and I sure hope this is a good sign.
Cheers everyone. Praetorian is still working on his issues - Hope he is faring well. Good luck to all that may need it.

 

I found a great destresser, Call Alienware support; you have a good 25 min’s of tranquil music

 

Lucky you, i dont think i got music during my efforts.....what i did often get was a dialtone following a hang-up......that kinda music happened quite often......

 

sounds like things worked out to your liking...now im waiting patiently for the hard drives to arrive tomorrow. if things dont get fixed im going to push kindly for the i7 940xm with all the other top goodies... ive been very calm about the whole process so far and the tech's ive spoken to have been very helpful and sympathetic to my problem.

 

So, this is what I am getting I just found out. Can't complain-only thing is the 4870's. I had 280s in the original. Should I ask for 5870s?

Specs-
What I have-
1 P303J Base, Notebook, Alienware, Black WXGA-AG, M17X
1 G914N ASSEMBLY..., BASE (ASSEMBLY OR GROUP)..., ANW, BLACK..., M17X
1 0797C Customer Kit, Documentation, Airborne
1 2J4FR Module, Software, Certificate Of Authenticity, W7HP64, Alienware
1 3TF5Y Module, Information, Wireless AW1510
1 C465T Module, Bracket, Hard Drive, Second, With Connector, M17X
1 C771R Module, Card, Network, AW1510, United States
1 C847N Module, Card, Graphics, N10E Scalable Link
1 CP1VF Module, Software, W7HP64 Consumer Desktop, English Dao/bcc
1 CTX0X MODULE, INFORMATION, WIRELESS, BLUETOOTH, 370
1 D002R Module, Software, Alienware RESPAWN2.0
1 D003R Module, Software, Alienware OS-CUSTOMIZATION
1 D113N Module, Hard Drive, 500GB, Free Fall Sensor, 7.2K, SGT-HOLL
1 D114N Module, Hard Drive, 500, Free Fall Sensor, 7.2, #2, SGT-HOLL
1 D691P Module, Software, Alienware AVATAR2
1 D712P Module, Software, Alienware AUTO-UPD, ON
1 D720P Module, Processor, Core Penryn QX9300, ANW NBK
1 D9KVP Module, Software, Quick Fix Engineering, W7HB32, Consumer Notebook
1 DNF92 Module, Information, CHASSIS, Black, M17X
1 F219N Module, Software, Creative Camera, Consumer, W#3, Factory Install
1 F574P Module, Software, Alienware WINDOWSTYLE, Default
1 F584P Module, Software, Alienware POWER, High Performance
1 G427R MODULE, ACCESSORY, ALIENWARE, M17X, ENGLISH
1 H919R Module, Media, Resource Dvd, Alienware, M17X
1 K001R Module, Liquid Crystal Display, 17.0 Wide Ultra Extended Graphics Array, Alienware, M17X
1 K005R Module, DUAL IN-LINE MEMORY MODULE..., 6GB, 1333MHZ, DDR3
1 K972H Module, Adapter, Alternating Current, 240W, Delta - Ac Adapt World Wide
1 MGNNT Module, Card, Network, 370, Foxconn, Consumer Notebook, Dell Americas Organization
1 N329P Module, Information, Artwork NAME-PLT, Generic, M17X
1 N971H Module, Cord, Power, 125V, 2M, C13 United States
1 P395P Module, Software, CYBERLINK Powerdvd, 8.0, Alienware
1 P398P Module, Software, NERO, 9 Alienware
1 P811N MODULE, INFORMATION, DIRECTSHIP, FLEXTRONICS
1 T780J Module, Battery, Primary, 85WHR 9C, Dynapack International Technology Corp
1 U004P Module, Dvd+/-rw And Bd-rom Hitachi Lg Data Storage, BARE Alienware
1 U656N Module, Software, Alienware WALLPAPER-CO4W
1 U675N Module, Software, Alienware RSS-FEED, ANW-NEWS
1 U777M Module, Shipping Material, PACK M1740
1 V8977 Module, Label, Intel, Notebook, C2E, Rebranding
1 W124P Module, Software, Alienware COMMANDCENTER
1 W216R MODULE, SOFTWARE, ALIENWARE, ALIENFX, BLUE...
1 W482P Module, Software, Alienware TIME-ZONE, CENTRAL
1 W871N Module, Software, WINDOWS-LIVE Consumer
1 X771M Service Install Module Software, Alienware, M17X
1 Y2FYM Module, Software, W7HP64, Digital Video Disk Drive, Multi-Language, Alienware
1 Y540P Module, Software, Alienware CYBERLINK, YOUCAM
1 Y573P Module, Keyboard, Alienware United States, England, M17X Dao/bcc
1 Y924N Module, Information, RAID 0 Alienware, M17X


What I'm getting.
1 224-8107 Space Black - Anodized Aluminum
1 310-0173 Airborne Documentation, System Exchanges,Factory Install
1 313-8569 Slot-Loading Dual Layer Blu-ray Reader (BR-ROM, DVD+-RW, CD-RW)
1 313-8792 AlienFX Color, Quasar Blue
1 313-8944 5.1 Channel Audio
1 317-3659 Intel Core i7 920XM 2.0GHz (3.2GHz Turbo Mode, 8MB Cache)
1 317-3664 6GB Memory (1x 2GB, 1x 4GB DDR3)
1 320-8856 17-inch WideUXGA 1920 x 1200 RGB LED (1200p)
1 320-8858 CrossfireX 1GB GDDR3 ATI Radeon Mobility HD 4870
1 330-6175 Standard Nameplate
1 330-6348 Automatic Updates: On
1 330-7841 Alienware M17x 240W A/C Adapter
1 342-0678 1TB Raid 0 (2x 500GB 7,200RPM HDDs)
1 410-1883 Adobe Acrobat Reader 9.0 Multi-Language
1 410-2461 MCAFEE PEARL MUI,30DAY,Without Media
1 420-6436 PC-Restore, Dim/Insp
1 420-9691 DataSafe Local BackUp
1 421-1304 CyberLink PowerDVD 8.0 Software
1 421-1305 Nero 9 Media Burning Software
1 421-1359 World of Warcraft Preinstall Edition
1 421-1360 Steam and Portal Factory Installed
1 421-1400 Genuine Windows 7 Home Premium, 64bit, English
1 421-1573 Alienhead 3D
1 421-1591 Alienhead 3D
1 421-1721 Soft Contracts,Banktec Care,Alienware
1 421-2261 Alienware Command Center, M17x
1 430-0628 Bluetooth 2.1 with EDR
1 430-3688 Dell Wireless 1520 802.11n Half Mini Card
1 464-7384 Exchange
Whadda y'all think?

 

You should get 5870s, most others (myself included) got them for our SLI 280s. Otherwise everything looks good/normal.

 

Pmassey - I would second the opinion that you should push for the 5870's, you did have the top of the line Nvidia gpu's (well the best AW offered)
Still what you were quoted looks great. Congrats!
Issey I am so glad they have been sympathetic and helpful. It would seem to be a new trend and I sure hope it continues. I can't say that I got the same treatment but at least it all worked out in the end. Here's to hoping your issues are all resolved very soon. **fingers crossed**
Stevie - I got that kind of music more than once... an angry click and a dialtone. Nothing can surprise you quite so much. Left holding the phone going WTH, I wasn't mad, were they? Huh...
Flynazz - I really think that tranquil music has subliminal messages encoded. I soooo hate that music and I hope I never have to listen to it again. Ughhh. If you didn't go to sleep you were left wanting to buy everything with Dell stamped on it.

 

Ditto on the music! Just listened to it for an hour and 5 minutes-then got cut off somehow. I'll call back tomorrow. About the GPUs-how much difference is there and is there that much benefit to getting the 5870s? Don't want to feel like I am asking for too much, but that R1 I had was spec'd out. Especially the GPUs. Just wonder if it is old technology or just preference Kinda want those 5870s though to future proof-you know.

 

I mailed my M11X R1 in last Thursday (the hinge, and bottom feet problem), Dell received it yesterday. I called today for a update. After being on hold for 45 mins, the Dell rep told me he has no information on the status, and said maybe they are working on it today. What bothers me is the extremely long hold time with Alienware Support, another NBR posted a one hour and five mins hold, then he hung up. I can't imagine anyone thinking this is acceptable. I called Gateway Extended Warranty support, yes it still this there. Hold time 30 seconds, I know everyone will say the call load is less, but my point is Dell needs to adjust there call center to meet their demand of their increased sales.
Just my two cents.

 

You should get 5870's mate, like for like and all that.....in terms of difference, i suggest you check 'em out via notebookcheck and you can see for yourself all the differences here Comparison of Laptop Graphics Cards - Notebookcheck

Main differences are that the 5870's are dx11 cards with faster clocks and shader model 5 and a larger bus width...all in all a much better card and in terms of futureproofing, there will be more games specifically tailored to dx11 cards in the future so if you dont have them, you will lose out on this feature.

Although Dell has had some problems with drivers and video bios of late, it looks like they are finally getting sorted with the help of Brian (Erawneila) over on the 10.8 threads.

All in all, I would definetly hold out for the 5870's - after all, you did have top of the line nvidia cards before....thats like for like in my humble opinion.

Good luck fella, go get em!

 

I just looked in my phone and last night I was on for 56:27. So the 1hr 5 minutes is wrong. But I looked back at the 2 previous calls and they were 1:00:13 and 1:06:37. Most of it on hold. But, there have been times when I called and got through in less than 2 minutes. Not sure if it is when you call, how you hold your mouth, or what. Anyway, it's much better when they call you. No waiting!!!!!! Good luck to you......I've had good response times in the mornings, but thats just me.

 

I truly believe that wait time ... listening to the Borg spew forth it's subliminal messages in the guise of music.. is purely by luck.
I have called in the morning, night, weekends, weekdays; and the only luck I ever got was late night weekends. I think it's because I got the Costa Ricans. I have had a one hour wait time and worse than that when your case becomes complicated with pages and pages of tech rep notes, you get put on hold while they read the notes, AFTER you waited to get your call through.
la la la -buy more Dell- la la la
By the end of my ordeal (6months) it was an average of 45min reading the notes. Thank goodness they assigned me a single critical issues rep or else I would have gone nuts. I can recall troubleshooting on the phone with reps for 6hours straight one night. Talk about a support call.
Anyway - I agree that they should adjust their support due to higher call volume. Still when I call the phone company or cable company the wait time is comparable. Sad but true it seems to be a trend in industry.

Pmassey - GO FOR IT! You deserve equal or better. You had top of the line Nvidia gpu's (disclaimer - AW offered no better Nvidia gpu's)
You have been through enough and it's time. Just be forceful and polite. It can be done and you will not regret it. What you may regret is NOT pushing for them when deep down you know they do owe you equal or better. Good Luck, this process is not easy and stressful but you can do it.

 

Allright, so I am still waiting on a reply from my rep, sent her an email right after the tech left as she is usually who replies when I email Mr. Dell and doesn't work Thursdays or Fridays (yep, know her work schedule by now). Just straight up said I'm tired of dealing with this and want to either receive a refund/replacement or be transferred to someone who can do that for me. If that isn't possible, mentioned I would continue to email Escalations. Normally she is in on Saturdays so will hopefully get a response from her then, but if not, then I'm sending another mail out.

My question now is this- is it a good idea to mention the fact that everyone else here who seems to be confronting them with R1's with issues and has had parts swapped and all the work-arounds tried receives a replacement? I know you're really supposed to wait for them to come to the conclusion that they need to replace your defective machine, but there is a part of me that just wants to scream "Come on, you KNOW you all have problems with this machine, there are DOZENS of people out there that I know you're sending out replacements for (who have less wrong with their systems sometimes to boot) so why can't we just cut the run-around short?" but then I wonder if they won't just shut down after that....

 

Praetorian yes I would. Mention that your on the thread and that everyone here is wondering why it is taking so long to replace the R1. They check this forum from time to time. So ya bring it up, that you have read it here and wonder your self. Mine was replaced from an R1 and I wonder why your being treated unfairly and you can say I said so. I don't think this is right!

 

I called today for a update on my M11X, and held for 3 mins, go figure, lol.

 

I would mention it. It can't hurt. Besides it's not just R1's. I had an Area51 m17X, and many others have had the R1's replaced for the same reasons yours is malfunctioning. Heck some have had them replaced for LESS reasons than you. If your rep doesn't get back to you in a timely manner it's time to be pushy.
If that doesn't work then start in on the facts of your particular case. How many repairs have been done, the fact that you have been dealing with this issue for a long time now. If I remember it's been 6months or longer? That is more than enough time for them to come to the same conclusion.
If I were you I would read up on the main reason the R1 remains an unstable laptop (dpc latency, throttling, etc.) Arm yourself with knowledge, lots of it. Explain that they are pushing the limits of legality. The lemon law/ magnus Moss warranty act and Dell's own warranty is on your side at this point.

Flynnaz - I guess you won the coin toss today. Not bad for a weekday at all.

 

I was told they received my M11X yesterday, yesterday I was told they received it the day before. Oh well, they told me it was being repaired today, we will see.

 

Well it's been a long road, but Dell has started putting together my replacement system. My Dell Support History page shows this so far, under ordered parts:

M17x10 - Black Metallic

As far as I know that's the Revision 2, but I called today and the rep I spoke with told me that I would be receiving the same configuration and parts as my current system, so I'm kind of confused. They generally replace parts with the newer, Revision 2 compatible ones... right?

 

If you made it clear that you would only accept an R2 then yes you will get equivalent R2 parts. Otherwise they try to give you just another R1 which is what I would think you are getting with the way that is written. To be sure you need to see the parts list, or call/send emails off stating that you don't want another faulty R1.

They tried that with me and I pushed for a brand new R2, not some refurb R1 or R2 since I still had 2 years of warranty left on my R1. You just have to be firm about what you want as far as R1 or R2 and make sure you're getting equivalent parts between the two systems.