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

@Delta , any direct info for that rep of yours ? PM please if possible .. cz mine seems to be a slacker ... hate slackers !!))

 

Congratulations on your new system - sounds to me like a brand new build from what youve said which is great news.
I have been able to track my replacements via dell.com as i was given an order number for each replacement i have had (all new builds btw) so if yours is new, you should get an order confirmation i reckon, then you can track it online.

Will show you the status but not delivery time afaik.

goes from Work in progress - in production - shipped from what i recall...once its shipped, it shouldnt be long till you have your new baby. Kinda like the stork bringing you a little gift eh?

 

@superkyol,

well , the screen i was referring to was the one when you go to the Dell's order status page.... but that's about it

 

does anyone know if I can do any kind of a trace with the replacement dispatch number , in terms of config specs look-up ?

well .. other than calling tech support again

 

I refuse to give out emails, rather, do what I did, google dell unresolved issues. If you don't know the order number or ref number just make one up and explain your situation. You should get contact very shortly from someone at corporate! Just use that email for communicating

 

^ fully understandable ! Thanks, probably will do just that.

 

Yeah I don't think they'd appreciate that too much good luck!

 

Wow... I missed a lot today. And Stevie thanks for the honorable mentions in your post. You know I'll help anyone out that needs it. Hunting up the cost of a new system for you and the UK discounts was the least I could do at the time. They sometimes embed those coupons very very deep in their website.
Congrats Delta. Good to see you are being taken care of.
Digital and Superkyol - you can always bug the reps that are on your respective cases. They are not always in the know about what stage your laptop build is at, but they will be the first to know when it's going to ship. Just call them daily and act like a kid at Christmas. I'm sure they will get a laugh and at the least understand the anticipation.
Cheers all.

 

infernia: lmao, that's pretty much what I've been doing already.
I submitted an "unresolved issue" thing and they emailed me saying they didn't have enough information, and requested my service tag. I replied with it immediately but it's been two hours and no response.

 

Well ... Just about 30 mins ago I hanged up my phone, had a conversation with Dell's tech. So, what he was telling me is that I suppose to wait about 8-10 days from the day when it was originally stated to me that my systems has been approved for an exchange, and only then I will be able to see a list of the replacement's specs.

:?

@superkyol - how fast did you get info about your replacement ?
@iNfernia - it doesn't seem that my bugging is working though .. If it does , then only in an opposite to me .. lol

 

Ummmm, as I posted earlier, you can check the specs, but the status will go straight from ordered to shipped. Thats how mine was.

 

I have the page with the specs, no worries.
It's stuck at "In Production," and I have no way of knowing what stage of production it's at, that's all.

 

OH WOW, I randomly examined my order status page and it shipped on the 22nd aka yesterday, it'll be here today by 3pm

0_______0

SO HAPPY! OMG! Can't wait I'm pretty sure he said it would be here next Weds but idk, maybe it was the language barrier that prevented me from understanding, either way, BANK ERROR IN MY FAVOR!

 

delta, copy and paste your order content? I didn't think it was possible to build a new machine in like a day or two. Gratz!

 

Yeah, thats kinda strange......it took a few days ALONE to get mine from work in progress to in production....

I hope for your sake, they arent just shipping out a refurb. Fingers crossed for you that DOESNT happen.

 

So when did they actually tell you that a replacement was approved? Seems like this started about the 9-10th of Sep. If thats the case, I could see it here by today or Friday easy. I have next day service on my warranty for techs and replacements. Only reasin why my R2 too a week is bc it was not available for shipment at the time. Had to be built.

Hope you get it today!!!!!!!

 

Yeah, if thats the kinda date they told you of the specs / build, then around 2wks seems good to me....

 

I hope you're right! Some reps have been telling me I'll get my replacement before the end of this month, others are saying "on or before October 22nd" which is.. kind of crappy.

 

Every build I have had (and have had alot of em ) has arrived in appx 2 wks - thats going from order confirmation - work in progress - in production - shipped - delivered to me.

Had four of the little buggers already so got a good idea of build times here LOL. Dunno if its different elsewhere but this goes for UK orders. Maybe US orders get done a bit quicker due to geographics.

 

Two weeks since approval or two weeks since it started production?

 

Poor stevie. I sympathize for you. Hope you get it all straight. And trust me(and others here too), you WILL love it once you get one that is 'Right".

 

I think my chapter begins now. One of my outlet purchased systems is defective out of the box(non working usb x 2, pci slot, and damaged internal parts) and it's been over a week since they said they'd contact me.
I feel stupid for actually waiting all this time for a call that is never going to come. I guess I have to contact them and start my journey.

 

Okay, update- got an email from my rep saying my system is even now rolling across Texas towards me and will be back here by tomorrow evening, and that he is 'positive' the issues have been addressed. He also informed me that they did a grand replacement of....the GPU's and the battery.

Now, it's been a few years since my CS courses, and I was never overly proficient with this design, but isn't the power throttling issue more of a motherboard/proc problem than a battery problem? And, unless they replaced the Nvidia GPU's with ATI cards, aren't the stuttering problems still going to remain? I'm a bit underwhelmed by what they did, but I do want to hope that it magically fixes everything- I am now just curious as to what exactly i should test fist to determine if their replacements in particular fixed anything....

 

Hope it all works well for you when it lands - i'd be loking to test it out with a full battery of tests. Because im not that expereinced, im not sure of all available but i would start with 3dMark06 and vantage, possibly furmark (even tho there was a recent warning issued about the use of this possibly damaging systems as it is so intensive) ... im sure there are lots more tests out there to do - maybe you could ask on the benchamrking thread as to what you should run to fully stress test your system to the max to ensure its fully working eh?

Sorry cant be more specific, others on this thread may know more about this kinda thing (Infernia knows her stuff )

Best of luck with it!

 

They told me on the 15th I would be getting a rep. Remember, I had a very solid complaint and took it straight to michael dell, so he could've lit something hot under their behinds lol. I was called and told it shipped from my corporate rep yesterday and today. They are pretty much holding my hand through this and I appreciate it a lot, its very nice.

 

Dell holding hands?? - surely not lol - quick turnaround from the 15th tho, thats prett good from them. I was told if its a refurb, its blatently apparent as it has a big green sticker on the underside.....something to check for....

 

There is a thread here somewhere on what tests to run and look for on the R1s. I will try to find it and link to it later if I do. I know I've seen it and someone will beat me to it probably.

 

Well, Dell Unresolved Issues returned my call and said their estimates state my replacement will arive October 22nd and that it's in the "first stage of shipping" or something.. but most reps I have talked to have said I'll get it by the end of this month. Hmmmm.. Other folks have been getting replacements pretty soon after being approved, is there anyone I can talk to about why my scenario might be different? I hear the name "Michael Dell" a lot through the forums.

 

He is their CEO.

I will look for the big green sticker. Tbh if I have the sticker and it looks fine and runs fine I won't really care.

 

Its a email address to post off to if you wanna get in touch with corporate....i dont for one minute believe that Mike is sat at his plush desk reading our emails of hardship and troubles, more likely he has his secreary taking down some "particulars" lol

 

he doesn't check those emails personally. they are forwarded to another department.

 

Looks like on top of all the upgrades I got I also got an upgrade to 1333mhz RAM! At first I thought it was a downgrade cuz it only said 667mhz per stick, then I saw 533mhz on my older M17X, so then it all added up.

 

Also, no big green sticker, everything looks MINT. Gonna reformat and make my partitions and do my favorite process of reformatting and getting things the way I like them! This will be an all day thing!

 

You got 1333mhz because your cpu is quadcore. A dualcore can only support up to 1066mhz.

Did you get the original alienware box with your replacemen or plain brown box?

 

I got the alienware box, so now I got two of everything, two hats, two mousepads, etc

Good to know, thanks a lot for that bit of info.

I should update my specs in my sig now.

 

Surprisingly quick outcome. Called and yelled and looks like a replacement is coming.

Very nice! You've got a brand new machine. Since your original order was a new machine, it is reasonable that you got a new computer. Enjoy.

 

Thanks

Still posting from my old computer as I am reformatting my new one :3

Good luck to everyone else in here!

 

Make sure you ask your rep to transfer the warranty onto your new machine after they receive your defective machine.

 

Yes that is a very important step.^^^^ Hehe I have two hats and such too. Hope I don't have to get anymore though.

 

I don't want to call and yell at anyone, just wondering why I'm getting different information from different reps. I've gone over my minutes enough (over $100 this past month alone) so any other options would be much appreciated.

 

Thank you for the heads up, I appreciate it.

 

Can't tell you why they give you two different answers other than they are reading from your case notes and one of them knows something the other doesn't. Possibly there is something in your build that is in short supply. Still see if you can't get either of their emails and use that instead of your minutes. Good Luck. Hope you get an answer soon, or at least an answer that says before late October.

 

Yeah, the main thing that catches my attention is when they say "it's in the first phase of shipping," I don't know if that means they're getting ready to ship it, or if "first phase of shipping" is their way of saying "first phase of production" (because an arrival estimate of October 22nd is pretty ridiculous if it's the former).

 

MUAHAHAHAAHAHAHAHAAHAHAHAAHA!!!

About time. After having the worst day so far in regards to this (got the laptop back and not only still had DPC/throttling issues but now also an SLI cable that hadn't been wired together, an improperly installed WiFi card, faulty speakers, and a *Cyrillic* keyboard) tried calling Dell, was told my rep was in a meeting, waited until 5 PM CST, then figured okay, no chance of anything until Monday, shot off an email, and went out to go get some paint for my models.

Got a ring on my cell, 800 number. Figured, huh, thought they were closed. Answered, it's my rep. Very sorry for all the issues, dont' worry about it, we're replacing your system. Will have to be a refurb. Is it an R2, I ask? As long as I know I don't run the risk of the same problems, don't mind if it's a refurb. Yessir, an R2 for sure.

*fistpumps*

BUT- it gets better. 5 minutes later, another call. This time, informing me that it won't be a refurb. It will be a brand new system. So now, I have a wonderful weekend finishing up my 1/48th scale F4U-4 and my 1/32nd scale F4F-4, and on Monday will eagerly be awaiting an email with spec list.

I. Am. A. Believer. Thank you to all on here who helped me through this, Infernia and Wolf in particular, and kudos to my new rep, who got this done in two weeks- I won't mention him by name, but I hope he reads this. So hopefully, 10-12 days from now, I can get on here and let you all know how the new system is.

 

On a sour note, i think i may have finally had enough of Dell Alienware....im thinking of throwing in the towel....looking at Kobalt atm, much better spec for the money and maybe i wont get som any crap systems in a row.....I tell ya, if someone asked me to recommend Dellienware....id have to say a big fat no at the moment. - I too hope someone from Alienware is reading this, this is Alieanware, not Dell.....just cos you own the name, dont treat it like a run of the mill laptop you mugs....

 

Praetorian - wow new thought they would when you said refurb. They wouldnt take the chance at this point.
Spec's you dare ask what spec's? I'd say maxed out is what, I7 920xm or 940xm, 5870 CF, I's think your going to explode! Glade to hear, lots of luck

 

Dang it, my tech didn't come by today :/
Worst yet, I was on the phone with dell about it, and they told me the tech would call me within two hours. Guess what? Two and a half hours are up, and no call. Sigh, time to call the repair company so see what's up :/

 

Aren't you going to accept another replacement? I think you should give them one last chance before jumping off. You're doing them a favor if you just return it!

 

You are in the same boat I was in. Same specs and all. I would think you will get similar to what I got. Hope you get 5870s though. But really, my 4870s are still kicking serious hieny!!!! I am soooooooooo glad for you and you will looooooooooove the R2. It seems the processor and computer overall is faster and smoother. I'm stoked for ya bro!!!!! Good luck and post some specs.
Don't be to eager to see em Monday though. Might be a week before they post. Prolly won't even start construction till Monday. Just sayin'. Don't want you to be getting all hyped up then have to wait 5-6 days before seeing them. Anyway, happy for you.

 

Yeh awesome stuffs chiefs. Congrats on getting a new system replacement.
I agree with Pmassey, don't expect the specs or info about your new replacement machine to 100% come out to you on Monday. They usually will take about a week depending on who the rep that is assigned to deal with your case is. If its one of the higher ups then they will be right on the ball usually if their in the office at the time. So they can be faster around a few days or even sooner. If its just another random rep then yeh it should be about a week unless they specifically specified and gave you a time frame of when to expect news on the new system replacement specs.

Congrats again though and welcome to the R2'sssssssss eheheeh ole!

Stevie sorry to hear chiefs. So will you be taking the refund ey?

Cheers.