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

Quick question for people here on the forum. Does anyone know if your Alienware is deemed DOA and they want to replace it, can you argue for a credit towards the purchase of a new one?
I asked a sales rep at Alienware Chat and she couldn't answer. Just kept saying she was 'sure' that I would want my old one repaired. I even went so far as to say "but I am willing to get a new system if you can tell me whether or not I will be forced to get an exchanged M17X R1 or if they will credit my account." Still all I got was 'but i'm sure you want yours fixed'

I have seen some people mention getting credit, it must be possible, I just need to know if it will be a fight or if I just have to ask the right people.

 

that is an interesting question. I don't think they'll let you. Dell needs to get rid of the R1s. Everyone wants an R2 so nobody is even bothering with R1s. Your best bet is that the new one they send you doesn't work either. Then you can request for an R2. (if you are super lucky)

 

What I would advise you to do is this: Check out how your consumer/purchase laws are working in USA/the State you bought your machine in so you know what you are entitled to(refund or replacement). Perhaps this link could help you out FTC Bureau of Consumer Protection - Consumer Information

 

Thx for the above link. I got lost on that site reading all the horror stories of computer software cases. I'm still looking for the info I need.
It's my understanding that Alienware has 3weeks to 'decide' what to do.
I would think they would jump at the chance to keep my machine, refurb it, then sell, and on top of that sell me a newer machine with a big discount from the old one. They would still make a profit one way or another.
Then again what makes sense is not always the practice of big business.
I am still considering a good used M17X and am keeping track of the NBR. But if that fails I don't see why they wouldn't accept a credit towards a new machine esp since they got full price out of me a year ago.

 

My R2 was shipped today, it is a replacement for the R1 which was approved Feb. 22, but they are sending it with only one video card, I have dual Ati video cards now, do you think that they would let me take the 2nd video card out of the R1 and put it in the R2 or do I have to send the R2 back and have them reorder it?

 

i will guess... no... you are going to have to wait for another 2-3weeks for a new replacement. dell does this purposely so it makes time for them to find you used or refurbished parts from other laptops. (I think)

 

Question: My M17x-R2 is faulty and after a few troubleshooting methods, the problem wasn't diagnosed and the technician I was emailing has no idea what is wrong.

Am I entitled to a replacement system?

 

Are you within your 21 day return period? If not have they replaced any parts? I am sure if they can't fix your system they will have to replace it.

 

jabbok
if i were you soon as get your R2 get the R1 opened & remove Slave & Xfire cable get it fitted.I wouldnt ask them just do it .There stupidity in the first place speccin your replacement with 1 4870. In fact do it now why wait for your replacement to arrive .

 

If I do that will they charge me for the 2nd video card, the service tech that I have been dealing with said that according to the exchange policy as long as the video card is equal or better they can replace it with the single 4870.

I had dual Nvidia gtx 260m video cards which they replaced with dual Ati 4870's because the cards were overheating. He didn't respond to my last email to have this fixed and now the new system is shipped.

 

Well the service tech is talking bull .You currently have 2 4870's so how is one 4870 equal its not.Don't believe these tools on the phone,at the end of the day if they tried to charge you which they wont they would lose that battle legally.Go for it 100% you get nothing in this world unless you fight for it.

 

Well I am going to fight for it, I stated in my email that it wasn't my fault that they had to replace the Nvidia cards with the Ati's and that 1 video card is not equal to or better than 2 video cards.

This has been going on since Dec. /09 when I first received the R1.

 

I called Alienware on tuesday and they said that my computer would be shipped by thursday. I called yesterday early in the day and they said it would be shipped and called back later in the day and after the time for systems to be shipped that day and they still have not shipped my system but I had three reps say that it would should shipped Thursday. What should I do?

 

So after my refurbished replacement was DOA the dell service rep called me and said he already put in an order for me for a brand new R2!

I already checked out the components of it and it looks like he based it off of the replacement model, which is an upgrade for me (it had two 280ms but with the 1440x900 screen! )

Not to sound ungrateful but the screen bothers me somewhat. You guys think I could just "return" it, get some sort of store credit, and then simply buy another one using the credit plus my money for upgrades? I don't know if it's considered a new system or not.

 

The replacement has to be of equal or better specs. So if your first one had a 1920x1200 screen, the replacement needs to have the same, therefore you have a good reason to send it back and ask for it to be replaced properly. If your first one had the 1440x900, then you are pretty much SOL.

 

Guess what not only did Dell not call me last week but when I called them today they had not yet heard any news regarding my escalation case I am very, very angry now. I guess that Dell cannot be trusted to offer a quick and reliable solution unless someone pour coffee right down ones laptop as the complete care insurance will kick in here and vupti!! a new laptop will be offered... It looks like that I have to prepare a case against Dell for not offering a replacement/refund within reasonable time as the consumer law states a firm has to when it has tried to fix a computer/electronic device one or twice. Damn I am so tired of these snailing maneuvers from Dell. Do not trust Dell when they say three weeks and do not trust Dell when they say that you are not entitled to a refund. Memorize the consumer law in your own country. I have now officially informed Dell that if they do not present me with a solution/answer on my escalation case on Monday the 10th of may then I will demand a refund and file in a complain at the danish BBB. Then this case will be in the hand of the lawyers and out of my hands. And Dell call this service? I paid a fortune for this unstable piece of junk. I solemnly swear that if Dell has not come up with a solution on Monday the 10th of may then I WILL NEWER BY ANYTHING FROM DELL AGAIN. My demands has not been unreasonable here all that I wanted was a machine that worked... A stable machine like my desktop or the inspiron 6400 that I bought years ago from Dell. It seems like Dell is unable to deliver this kind of services now at days????? How though can it be to have a look on all the services that my laptop has went through and then say call him and offer him a new machine that works? Perhaps it would help to compose a new song called "Dell broke my heart and I will newer go back to her again" and upload it on you tube... Needless to say but the Dwarf King is close to burst out in rage

 

Dwarf King,

Have you tried composing an email to [email protected]?

I would tell them everything that you have been through. They will respond, usually very quickly as this goes to the global consumer resolution center.

I had two bad Studio XPS 1645's, and they upgraded me to an M17X R2.

Good Luck, and let us know how everything works out for you.

 

I received my system today with one video card, I called Alienware tech support and explained to them that I had dual cards in my other system he checked with his supervisor and said that they would send out a tech to install the 2nd video card.

I also asked them to send the 240 watt ac adapter as my system came with the 150 watt adapter and they have put in a request for that as well.

I looks like the parts should be here tomorrow.

 

after 45 days of waiting my machine finally shipped. it will be here tomorrow morning, and i think it will go up for sale instantly.

they gave me a brand new m17x-r2

 

So im about to order an m11x tonight and I'm just wondering. Is the advanced warranty worth it? Or should I just stick to the $199 3 year basic warranty?

 

if you are going to travel with your m11x then advance is the better way to go. if your m11x is just going to sit at home then basic is fine.

 

I got 4 yr advanced warranty on my m11x, just because i bring this laptop everywhere, and its in my backpack all the time.

 

When did you have yours ordered?

 

Hey everyone, I could use some advice... I have a M17x R1 that I've been having screen/web cam issues with. AW promised me an upgraded RGB screen, but kept sending out the wrong screen. Today (finally) the RGB screen came in with no webcam, but that's not all of it. The tech came and apparently he has never worked on an AW and I later found out that he's not certified to work on one either. According to him, his supervisor thought it would be good to practice on,, My new M17x for practice lol... Anyway, his inexperience showed as he left my system in pieces on my kitchen table. He said he couldn't finish the job and an AW tech would be by tomorrow to finish the job.. Tomorrow???? So, upon closer inspection, I notice all pry marks all over my system from him trying to get the system apart. Long story short, he completely trashed my system. I called AW and they agreed to give me a replacement system, but they won't upgrade me to an R2, but they agreed to give me the upgraded RGB screen on a 'NEW" R1.. It doesn't make sense. Since when does AW make "NEW" Hybrid computers. Why couldn't they just make me an R2?? any advice on how to get an upgrade since this is TOTALLY Dell's fault?? BTW, I am still within the 21 day return period to boot.

How does everyone do it?? How do you guys get all these R2's? I've had no luck with AW supervisors..

 

Crocs. Return it. ASAP. Before you run out of time. Take the cash and buy an R2.

 

does anyone know what is holding up system replacement orders.

 

tell them that you will return the system anyway if they dont give you an R2. Other people were getting an R2 replacement.

 

Something defintely going on, my R-2 replacmement was greater than 45days in production before it finally shipped. Probably would still be there if I hadn't escalated.

 

Did it and got an answer that made me very pleased. They have offered me a replacement. So thanks for your suggestion that meant a lot to at least get past by the technical staff and be able to communicate with someone able to make a decision

 

the original replacement was put in on 3/26, but it didn't go into production until 4/9

 

I considered that, but here is the problem.. I bought the computer form an authorized dealer on e-bay. I got the computer for a decent price.. How do I get my money back. Obviously the e-bay seller is now out of the picture as the computer was damaged after he sold it to me. How would Dell go about giving me money back that I never gave them??? I can't see them giving me back what the e-bay seller paid b/c what if he gets them at a considerable discount. Dell obviously can't give me back any profits that the seller made, which would mean I can't get back my original sale price.

P.S. How does this work???? I've noticed that if you try to build a New R1 on AW's website, a significant amount of options are missing (I.E. No Black or Silver, no ATI GPU, no WUXGA screen etc.) I'm wondering why a new customer can't get these components, but AW can find them for my New replacement system lol? Also, like I said in my original post, why would they put and upgraded RGB screen on an R1? Why not just give me the R2?

 

Crocs, if Dell can find you a replacement R1, chances are that it will be a refurbished machine.
Since you have gone through a reseller, you can pretty much forget receiving a refund through Dell.

I am not sure what you agreement was with the reseller, but that's okay; you will only need to deal with Dell.

My advice is to write a clear concise email to [email protected]. Of course, Michael will never read it, but it does get read every morning by their global customer resolution department. These are the people at the top, the big cheese, the head honchos. I have found them to be polite, courteous, and professional. They were able to help me resolve my issues with a few difficult, I mean garbage, machines.

I am sure that they would be able to offer you a new, not rebuilt R2, without too much persuasion Oh, and by the way, my in production M17, was a grand over the 1645 that I was having issues with. Dell ate the cost difference without any arguing or raised voices. I stated my case, and they agreed.

Good luck, and let us know how everything works out for you.

 

Thanks for the advice.. I sent the e-mail.. I will keep you guys updated.

 

GREAT NEWS!!!! A rep from corporate just called me. Talk about a fast response... I told him what had happened and he configured a fully loaded R2 without any issue. He cancelled my previous order and put in the new one. He said I should be receiving a confirmation of the specs within 5-7 business days, then my computer will go into production. He documented our conversation and provided me with all his contact info in case of any problems. What a pleasurable experience. Thanks for all the advice..

 

Crocs....See?

I'm very glad that things are turning around for you.

Enjoy the new system.

Dan

 

You were 100% correct. I can't thank you enough for the advice.. E-mailing corporate seems like the solution to many of our problems (in my experience so far). I think some people may take the "e-mail Michael Dell" advice with a grain of salt, figuring he's not the one who's going to read it and they aren't going to get anywhere. I kinda thought the same at first, but I took your advice and figured, hey, what do I have to lose. I'm not getting anywhere with the current supervisors. Thanks again.

Steve

 

It never hurts to ask.

For the small stuff, I'd deal with technical support.

Once you start tearing down my system, it is time to go on up to the big boys, as I do not have the time, energy or patience to deal with multiple visits by technicians that are "practicing," and not very careful with my investment.

I hope that others will use this resource when they have been getting the run around.

It really does work, and when your system is in pieces; you really don't have anything to lose.

 

I have now been offerer a nice m17x R2 system and I am very satisfied with this. I cannot describe how relieved I am. Now I can start to focus on my first year project again. that global customer service has really saved my sanity.

 

yea. Enjoy the new system. Mine is still in production....

 

Did anyone get their warranty extended with their exchange system?

 

No, My warranty will continue over from the old machine, which for me is 12/11.

 

Mine will also carry over to june/2011 but I wanted them to extend my warranty for the 5 months I lost without a working computer but they refused.

 

When the time comes, I may look at paying to extend the warranty, or ditch the replacement on Ebay for something different.

We'll see.

 

I did on my very first replacement system (which was from the original XPS to an M1710). They gave me 1 year at the time. Granted, this was 5 years ago and a Dell to Dell swap. The fact that it burnt my legs and I had to go to the ER probably helped.

 

Yikes that would hurt. They should have given you more than that. I called and I can extend the warranty but one year will cost almost $300.00 so I think I will pass.

They also wouldn't give me the 5 months of warranty back that I lost while waiting for them to give me a working computer.

 

My complete care insurance will perhaps not be extended, but the two years warranty(the one which is guaranteed by the consumer law ) is still valid and will begin anew from the purchase/delivery date of the new system according to consumer law here in my country. It is going be to great to be able to do something on my new m17x without being afraid of when it will crash into a blue screen. I simply can't wait for it to arrive.

 

Try a letter to the BBB.

 

Quick question... My service status says "Parts Ordered, EXG" Under the parts that have been ordered it says...

224-8108 Lunar Silver, Anodized Aluminum 00001
310-0173 AIRBORNE DOCUMENTATION, SYSTEM BOARD..., FACT 00001

Does anyone know what this means??? Does this mean they ordered the back cover, or does the Lunar Silver order indicate they ordered the whole system??? Thanks

 

How soon should I be able to see my order under my Dell account when the replacement has been booked the 5th of may? Also how soon should I expect the order confirmation? Any people in here who knows about this?

 

It took about a week for my order to show up in the system, and about three weeks after that for the system to show up.