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

Is it possible to take the refund?

 

Has anyone ever been told their (replacement) system is in the "first stage of shipping"? I'm not even sure what exactly that means for them.

 

1st stage of shipping just means sent to shipping, to be shipped. You will prob see it on your account site as shipped and then a tracking number when it is half way to you. Just keep checking your account site. My son home on leave just ordered alienware desktop and he said they will email me before it ships. Ha Ha I said check the account every few hours and Boom it shipped and comes Monday and they still havent emailed him.

 

You can try and ask for a refund however they are rarely given. They will make up some excuse and you will have to stick to your guns and argue a bit if you want to try for a refund. However replacement systems are more common compared to refunds.

Cheers.

 

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

Cheers. [/QUOTE]

Thats what i feel like doing right now....

 

You've gone through 4 already. Why not another chance? Wouldn't hurt. Plus I think you will just make them grin if you give up that extra year o' warranty and other things considered.
My 2 cent.

 

First let me say to Praetorian.... Yessss! Congrats! I am so happy for you. It is a long journey, a painful one, a learning one, but so worth it when you endure. I am glad they have finally taken care of you.

Steve - Please don't give up yet. Even if you get the replacement you can sell it on NBR if you are dissatisfied. Anodize is right throwing in the towel benefits no one but Dell. And I will post this tidbit of info once again....

straight off the BBB site when looking up Alienware:
On March 26, 2005 Dell Computer Corporation Purchased Alienware. Alienware remains a wholly owned subsidiary and continues to handle and resolve all complaints forwarded by consumers independently.

This is just a small clip of info I pulled off the BBB site for Alienware when the Alienware reps told me that since I had no service tag and the original was an Alienware machine, if my laptop was deemed ir-repairable, which it was deemed that way, they would not issue a replacement. They led me to believe that Dell didn't have to do anything about the issue. So I looked all their info up on the BBB and posted all of it in this thread WAAAAY back. It's still there but this clip is posted later than the first part.
I thought you may want to know that Alienware is Dell now. And Stevie everyone has been where you are if they have had to deal with Alienware/Dell for an extended length of time. Here is my heated post after 4months without a working laptop.

And I still mean it about keep posting. Everyone's experiences are different some have very similar issues but they are treated vastly different. Please post so that others can help or be helped by it.

 

Well said.

 

Lmao... The Dell automated order status phone thing claims my system has shipped and is in transit to the carrier. But, it also claims it shipped out February 2nd, 2000. Errrr, wat.

So much confusion.

 

I know AW is always working on something, but never thought they'de figure out the time machine. Guess they do make some powerful computers!!!!!!!!!! Maybe that's one of the capabilities of the M17x-R3!!!

 

Thanks for the motivational words. I have had several days of deliberating what to do. Yes, they would offer me a refund but I wouldnt be able to get the same spec system via Dell sales - I phoned them the other day, explained my scenario to them and asked them what would be the best they could do on a system I had configured on the website.

She said, can I call you back - was (or seemed to be) quite understanding so I was possibly (stupidly) optimistic. The call came back, I was told that the max discount (taking into account all my hassles) was £60!!!! - thats wasnt even 3%....

So back to the drawing board - obviously taking a refund would be "cutting my nose of to spite my face" given that I can have another replacement.

Im just so sick of all of this, I thought that Dell was Dell and ,well, If I am having issues like everyone else here, I thought that my corporate rep would "have a word in sales' ear to offer discount on a new purchase" - My rep told me its nothing to do with him!!! - I would have to do that myself!

Lost track now of the amount of emails ive sent off to "you know who" - even he has said that to have the need for 5 systems in 4 months is unheard of - so if its "so" unheard of, why not act accordiingly???

Alas, im still in the middle of it all...

 

Well, my rep couldn't get me a discount but he put me in touch with a very understanding sales rep that works salary, not commission. He listened to my story patiently. That was the one that gave me a good discount.
Again I was never offered a replacement and because the original purchase was such a high amount I was quite happy with the refund. I understand your situation is very different. It's a shame they didn't have a name of a sales rep in the UK that could give you a decent % off the purchase price.
Hang in there Stevie.
I'm sure you saw this on the forum but just in case: http://forum.notebookreview.com/alienware/520663-uk-sales-adviser.html
Superkyol: I have seen some strange things from AW, like shipping from one facility to another for repairs and sending me a shipping confirmation(totall confusion since it said I was the recepient) but time travel has to be the strangest. Feb 2000?

 

Okay, called and double-checked everything.. My computer hasn't traveled in time, it's just in the "quality assurance phase." Soooo.. should be shipping out soon? *fingers crossed*

 

OK, quick update.

I am now being given the royal "runaround"....officially, Dell do NOT know what they CAN or CANT do in terms of a replacement system.

As many of you will know, I was told by my 1st rep to build a system and then email him back with the specs and price. He said to me "if it falls within Dells Economic boundary then this would be fine!"

Did that with my first rep, built a system from the website, mailed the quote sent to me by dell sales, he got it, he agreed that financially was great and so he placed my replacement order based on this inofrmation he asked ME to provide HIM with!

Speaking now to another guy, mentioned to him the exact same procedure I went through with my 1st rep, built a system on the website, mailed it to him, it was a few quid over the cost of my replacement and now I get him turning around to me and saying:

"cant do that - if you want a dell sales quote, get a refund a go buy one"....

Vicious circle now because dell sales wont give me enough discount to order the same so i am back to square one....

I have fired of another email and he NEVER returns my calls, I have left 6 messages today SPECIFICALLY asking for a phone call instead of an email...did it happen? - NO.

Basically, if they have done it once for me, i cant see why they cant do it again, its not like i am asking for more money from them as the two systems would be the same price give or take a few pounds...

At this point, I would advise anyone I know to steer clear of Alienware....and thats the gods honest.....

 

It's been a veeeery long week for me without any info whatsoever from the tech support department.

But one thing I've learned again today is that patience is magic !!!

These are my replacement's specs:

Order Detail

Qty Part # Description
--- -------- ---------------------------------------------
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)
1 313-8791 AlienFX Color, Mars Red
1 313-8944 5.1 Channel Audio
1 317-3663 4GB Dual Channel Memory (2x 2GB DDR3)
1 317-5663 Intel Core i7 940XM Quad Core Processor, 2.13GHz (3.33GHz Turbo Mode, 8M Cache)
1 320-8856 17-inch WideUXGA 1920 x 1200 RGB LED (1200p)
1 320-8988 CrossfireX 1GB GDDR5 ATI Radeon Mobility HD 5870
1 330-0171 S and P Drop-in-Box Marcom forDHS Notebooks
1 330-3924 Name Plate Engraving
1 330-6106 Personalized Nameplate Trigger
1 330-6348 Automatic Updates: On
1 330-7841 Alienware M17x 240W A/C Adapter
1 342-0674 500GB Raid 1 (2x 500GB 7,200RPM HDDs)
1 410-1883 Adobe Acrobat Reader 9.0 Multi-Language
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
1 421-1360 Steam and Portal Factory Installed
1 421-1400 Genuine Windows 7 Home Premium, 64bit, English
1 421-1572 Alienhead Glow
1 421-1597 Alien Red Glyphs
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


I don't really think that there is any other company that can beat DELL's warranty in terms of it's productivity. A year later and I am about to get the top-notch system again...WOW !

So damn happy.
Yet again, all I wanted is for my R1 to be functional, and I could live with that. But honestly, I couldn't even imagine that I was about to get so lucky with the replacement.


Feel free to PM if you have any questions.
And good luck to all of you with your warranty/system issues ..

 

now , the only thing I am concerned about is BR-drive , as I have a BR burner and my replacement has been configured with a BR reader. On the other hand I was boosted up on CPU, Screen, GPUs ....

It would be to much of me I guess to call them and in addition to all these specs also ask for my "original" BR-burner.

What do you fellas think ?

 

That means cancel your order and reorder. God knows what's going to happen or how long it's going to take. Call'em and ask if you can swap the drives or send a tech to do it.

Btw, were you able to choose your color and customized plate?

 

Swap em out. That's what I'd do. And only 4Gb RAM? Seems low for that beast. But still, very nice system.

 

post removed by OP as was placed in wrong thread.

 

Digital - Wait! wait until after you receive it, dont do it now. They will cancel the order and reorder if they agree. Which I don't tjink they will. If you call now they will think well we upped all this stuff and he still wants more, and could turn on you. Just get the bugger and then see what you can do. I mean whats the price diff 100.00 or so?

 

Stevie - Don't let Batboy see you posting for sale in this thread, he will remove and tell you to post in the for sale threads.

 

Where is that then?

 

NBR marketplace;

NBR Marketplace

I'd suggest you try and sell it locally(if you're indeed going to sell it) as you will likely get paid more overall.

 

Well to this I say-enough already! Now you are getting into EXPECTING extras from AW/Dell. They don't have to give you anything extra. All they are liable for is an equal system to your ORIGINAL. And 'square one' is really ALL they OWE you. Yes, easy for me to say since I had some nice upgrades on my replacement. At this point I would suggest you take a refund and buy something else. I see your dilema, and feel sorry that you can not seem to be satisifed, but personally, the "I can't get this, or I didn't get that, or Do you think I should ask for...." is getting old.

Each member here with an M17x knows what they are looking for when they buy a M17x. They aren't your run of the mill computer buyers getting it for surfing and email. We know what we are doing and going to do with it. That said, I could sit here and rattle off little inconsistencies with my system. But I don't care if my lid is a fraction of an inch off, or if there is a slight scratch on the bottom, or if the touch pad area creaks when I touch it just right, or if the CPU fan makes a rubbing noise at high rpms, or if the FX lights aren't as white as I think they should be. See my point. I did point some of this out on my old system, but I also had major hardware issues too. And the scratch on my screen(earlier in thread) was coupled with a tech coming anyway.
We could nit pick it apart and never get it perfect. And I know you will see it as settling, but theyhave given you some good upgrades. All you want is a working system-we know. So, get your $4000 refund, and go buy some crappy lappy that'll never be what the M17x is.

All this bashing is killing me.

***RANT OVER***

 

i see where you are coming from but i think he should just give up and take the laptop as is and sell it on ebay and take his money and profits and start over again or look at a different brand. I doubt you will find any 1 brand to be perfect and will need to live with slight inconsistencies. You got $1000 worth of extra upgrades compared to what you paid or a flat out refund for what you paid. Either way you can't loose it could have been much worse with other companies and waiting 3-4 weeks for each repair and never offered any sort of upgrade or refund.

If i was in that situation i would flip the laptop and take the profits and pick up something that makes you happy and preinspect it over and above and beyond and around the corner before you decide to buy it.

I was in a similar situation and i hit a brick wall with tech supports and MR DELLS secerataries and ended up taking the best replacement/refurb i was offered even though i was promised new. I just wanted to enjoy my system and get some use out of it. I have bigger things in life to worry about and knowing me i change laptops every 6 months.

I started with these specs

i7 720qm
320gb HD
6gb ddr 3
ati 5850
6 cell
intel 5300
1080p FHD

after 2 replacements

i7 740qm
ati 5850
128gb ssd
9 cell
intel 5300
1080p FHD
$100 credit


My replacement had a scratched palm rest, noisy fan and needed a new battery due to wear. i got all parts replaced and enjoying my laptop. it aint perfect but neither are humans but i enjoy the S**T out of my system everyday and love the fact i paid OH SO little for it.

 

Easy to say for you.... you got a nice new shint brand new system in exchange for an old clapped out one so DO NOT SIT AND CRITCISE ME FOR WANTING WHAT I PAID FOR - HOW DARE YOU!

You wanna talk about fair? - ok lets have it...

Is it fair that I have had 4 systems already? - NO
Would YOU expect to have 4 systems in less than 4 months from a BRAND NEW system - NO
Why should i settle for less than what is advertised? -I SHOULDNT

You are really getting on my nerves now with you condesending advice, it is easy for you to sit there and sing Dells praises as you have what you want.....you got to trade in your old crapped out system for a brand new spanking top of the line R2.

And you have THE CHEEK to say that I am wanting more from Dell than Is owed me???? - are you sure you are reading things right???

Ya know, people in glass houses REALLY shouldnt throw stones.....if it anyone who is getting irritating, its you...talk about having your cake and eat it....all i want is my cake for god sake....

You really do take the biscuit when it comes to telling me what i should and shouldnt expect from Dell, I have read countless posts here (not just yours) but from lots of people saying "do you think i should push for this" or "do you think i should push for that" when you have ALREADY been offered a brand new R2 replacement system in excahnge for your old R1's

Dont tell me that is "just wanting a working system" - for god sake, if that isnt being greedy, i dont know what is.

Right, enough of my rant, i would ask you knidly not to post any more of your crappy comments about me or my situation...your comments are NO LONGER WELCOMED by me.

Go play with your new R2.....selfish git that you obviously are.....

Before you start slingin mud at people who ACTUALLY PAID FOR AN R2, take a good look in the mirror and REALISE that its you who is better off....not me...

If you wanna talk about "ALL THEY OWE ME", lets turn that back on you for a second.....all they owe you is a functional R1....THATS IT, but i bet you fought for your shiny R2 like a lil scrappy dog didnt ya? - I bet you really pushed hard for it didnt you? - i bet you wouldnt be happy if they took that shiny R2 off you and gave you a working R1 would ya?

If you bought a BRAND NEW porsche, and had to have it replaced 4 times and it still wasnt right, you would be pissed wouldnt you? - same thing goes here....

Honestly, I dont BELIEVE the comments you have just typed - how old are you, 12 or something???

Do you think I paid thousands for a laptop that doesnt work? - NO, do you think its fair to have to go through having 4 attempts for Dell to give me what I paid for ? - NO.....

If you READ what I had put, I was trying to operate WITH Dell to build a system that would cost them NO MORE than my replacement....not like I was asking them for something for nothing.....i suggest you get some spectacles or go and bury your head. The latter preferably.

 

In fact, im about done with this thread if all i am getting is abuse, im happy for all of you that have got good replacements for your systems and pleased for those of you who have had nightmare stories concluded satisfactorily.

For those of you still on that road, I wish you all the best of luck and HOPE you get treated fairly by Dell.

Good luck and Peace to all of you.

MY LAST POST ON THIS THREAD.

Take care those of you who DID understand my dilemma and good riddance to those of you who just wanted to toss in some random comments.

If any of you that I have spoken to wish to stay in touch, drop me a PM.

Special thanks to Infernia, great solid advice and thank you for EVERYTHING.

 

@ Stevie - Peace Out !

@ pmasseey - yeah , its only 4Gigs of ram , but listen, switch from QX9300 to i7 940xm and 4870 to 5870 + LED 1200p panel .... I think it's more than enough for me for one day. Besides, like I said, all I needed is my R1 to be operational.

@ Alienwolf - hell yeah !! You are absolutely right about a possibility of cancellation ... So, I'll swap'em myself = ))

 

Agreed totally!

Did you not read my post??? I never fought at all for an R2. My rep called me and was gonna send cards. Called back 2 hours later and told me they were going to build an R2 bc the graphics issues with R1's. I mean really, do you think you are the ONLY one that has had issues??? I am not criticizing, you said it yourself numerous times in this thread. Paraphrasing-"I want or I think Dell should......". My point is you are only owed just what you paid for. I am FULLy aware I am only owed an R1. And a refurb at that. That is in fact what they sent me the first time. They chose the upgrades on the first one and I was stoked. Read back through the thread if you don't believe me. Then probs with the second one. And my rep decided to get me an R2. Not my decision. I am happy as can be. And I also contacted my rep to tell him thanks. Now, I did have 280Ms in the replacement, so I ASKED for 5870s. He explained why I didn't get them(discussed earlier in thread) and I am fine with that. Who cares? Look at the upgrades I got.
You, comrade, are in the same boat. Just saying, we could all nit pick em apart. If you ever find a "PERFECT" laptop, you post back here so we'll all know bc I'm sure many members here want one-includung me. No one is abusing you. We don't even know you. Stop the pity party and just get a refund(also mentioned several times) and move on. If not, take that next replacement and be happy with it. Maybe, don't look too close and you WILL enjoy it. The R2 is amazing. Just chill out and let yourself enjoy what you paid for. And with that, I'm done.

Yeah. But really, I want him to get something he is happy with. And he will love the M17x if he gives it a fighting chance.

Ooooooooooh!!! Didn't catch that the first time. OK. Can upgrade the RAM for $350-400 later. Nice! Wanna trade CPU's??? I'll throw in like $5. Lol!!! Good for you.

 

I finally got my order number, here is a summary of my new R2:
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
1 317-3664 6GB Memory (1x 2GB, 1x 4GB DDR3)
1 317-5663 Intel Core i7 940XM Quad Core Processor, 2.13GHz (3.33GHz Turbo Mode, 8M Cache)
1 320-8856 17-inch WideUXGA 1920 x 1200 RGB LED (1200p)
1 320-8988 CrossfireX 1GB GDDR5 ATI Radeon Mobility HD 5870
1 330-3924 Name Plate Engraving
1 330-6106 Personalized Nameplate Trigger
1 330-6348 Automatic Updates: On
1 330-7841 Alienware M17x 240W A/C Adapter
1 342-0670 128GB Solid State Drive
1 410-1883 Adobe Acrobat Reader 9.0 Multi-Language
1 410-3952 Microsoft Office 2010 Professional, English
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
1 421-1360 Steam and Portal Factory Installed
1 421-1399 Genuine Windows 7 Professional, 64bit, English
1 421-1586 Alienhead Chrome Red
1 421-1596 Alienhead Chrome Red
1 421-1721 Soft Contracts,Banktec Care,Alienware
1 421-2261 Alienware Command Center, M17x
1 430-0628 Bluetooth 2.1 with EDR
1 430-3739 Intel Ultimate N WiFi Link 6300 a/g/n 3x3 MIMO Technology
1 464-7384 Exchange

 

Holy Moly!!! Freakin' crap!!!!! What's with all the 940XMs all of a sudden?? Nice. Good for you. May wanna remove it though. You know, some people here think you are not entitled to an R2, much less any upgrades for your "crappy" R1. Nevermind just being happy. Appearantly Dell/AW has finally realized they have an R1 problem and thats how they are fixing/mitigating it-with R2s. I love my system-but you sir, make me jealous again!!! Have fun.

 

well...for the money i spent with the r1, i should get a working laptop. ive had many issues with the r1 and have been dealing with AW for about two months now.

i hope everyone here with issues with their system gets resolved in some capacity.

ive been very critical with AW tech support and have been a loyal dell customer. i guess you can say that i got lucky with getting a replacement system, but to be honest everyone here should get a working system and if it takes for them to send a new system so be it.

 

issey - Gratz, very very nice spec's. Me thinks your gona be in love Only way it could be nicer is if they gave you 2

 

thanks! i just hope i wont have any issues with this one.

reading some other ppls stories going through multiple replacements and still problems continue...

im not going to get my hopes up, but will wait and see when it gets here.

 

Trust me, you'll love it. Day and night from the R1 so far for me. LED is real nice. Operates good. Not an issue yet I couldn't solve. And as I said earlier, some people love their R1, as I did, but never did get either to work right. Super happy now.

 

This makes me super excited. :3
Waiting on this "testing phase" to hurry and wrap up.

 

My replacement for the R1 was perfect, Well for me it is. Has a few issues like if I run Turbo no prob but if I set 5% over clock in Bios it will blue screen. But I don't need to OC that much so no big deal to me. Out side of that love this thing.

 

I got a quote for a two year extension on my M11X R1, $286.76, with a $75.00 Dell gift card, so $211.76, is this a good deal? I was quoted for my M17X R2 $368.68 with a Dell gift card, so $293.68, this that good? Also has anyone received one of this Dell Gift Cards? Can you use them as a Visa anywhere?

 

I was about to call them to get some info regarding extra warranty. Now I know how much to expect. Thx!

I think Dell gift cards can only be used with Dell. It's like store credit.

 

Keep in mind, I am using my EEP, plus you can really work on them too, my M17X R2 started at 418.68, and the M11X R1started at #363.61

 

how long has it been from the day you got the order number till today?

im only at day 3 so far....and it feels like forever already.

 

For warranties-I got a quote the other day for CC/Accidental for 4 years-$578. Not bad I thought.

 

3/2010 on the M11X R1
6/2010 on the M17X R2

 

Got the order number on the 7th.. talked to an AW rep yesterday and even he said it's taking way too long, so I don't know if that's good news for my situation or what. He fired off an email to both his supervisor and the production department to get some answers, I'm supposed to be receiving a call soon but I don't hold out hope for any follow up. If they don't call by Friday afternoon I'll give a shout back, and of course will let everyone know how that unfolds.

Can't say I'm angry, though; every passing day is another closer to getting this epic machine the Dell order status page dangles in front of me. ;P

 

My replacement order went in on 9/28 and told today on the phone with expected ship date of 10/4.

 

As usual I go away for a day or two and missed a lot.
Congrats Issey nice system they configured for you, and congrats everyone else getting their laptops soon.
Don't forget to put them through their paces when they arrive. The delay is a bit puzzling Superkyol and Anodize I hope that was a typo because that is a LONG time to wait. Too Long. Either that is April 10th or April 2010. I'd make sure of that date unless you think they're capable of more time travel.
Flynnaz - both those figures look really good to me. I was quoted 350/yr for the M17X R2 for CC. That was through the EPP as well. At that point I just said put me in for 3yrs CC on both systems that way they're covered until it's getting to the point of upgrading. There may be better or newer quotes but everything I have seen so far has been pretty high in price. Personally I think the M11X R2 warranty is a bit high but with the M17X I can completely understand. The price of the videocards being replaced would take every penny of my warranty cost. Just my 2 cents.

 

@ infernia - thanks !!

mine is still in production , since the 27th. Has an estimated shipping date of the 10.01

I am *Thhhrrriiiilllllled* ))

@ superkyol - dude, something is up with your order. I mean, I hope not, but ... you've got your order number on the 7th and it's been like 22 days now since then ...

 

I think I will take Dell up on their offer. I am dealing with my son's laptop (Gateway), I am going through a third party warranty company because Gateway sold off their extended warranty. I have had such a nightmare so for, they replaced a hard drive that was perfectly good to fix a mobo problem, its a long story, here is my post on it;

http://forum.notebookreview.com/gat...ateways-accidental-warranty-phone-number.html

Dell's warrenty services is night and day over these others, trust me.

 

^ I've been always saying it , Dell's warranty is virtually unbeatable by non of any other computer manufacturer... or I'm yet to find one.

 

No idea man Been calling daily, the best that they can come up with is "I don't know, this is strange, let me send an email somewhere and follow up later with a callback." Of course, getting a callback from them is like finding a unicorn at the end of a double rainbow at the exact moment all the planets are aligned. Every rep I speak to tells me to "give it a couple of days," but the funniest part of all this is, as time has gone on, the average wait time for replacement systems has apparently gone up. Two weeks ago I was told replacement systems generally take two to three weeks. Called this morning and was told--no joke--four weeks at least. Fortunately the guy I spoke to said that he will "expedite the order and push it to shipping" or something, but we'll see how successful this latest endeavor is.