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

Here is what it is replacing. I called them tonight, they are sending me out a 7200 RPM hard drive. I found out this is an outlet PC. I guess since I got mine from the outlet they are not building one but replacing it with an outlet PC. Oh well, I just hope it works.

1 P303J Base,Notebook,Alienware,Black WXGA-AG,M17X
1 2J4FR Module,Software,Certificate Of Authenticity,W7HP64,Alienware
1 9R578 Module,Information,DHS,High, Value
1 3TF5Y Module,Information,Wireless AW1510
1 C771R Module,Card,Network,AW1510,United States
1 CP1VF Module,Software,W7HP64 Consumer Desktop,English Dao/bcc
1 CTX0X MODULE,INFORMATION,WIRELESS, BLUETOOTH,370
1 D003R Module,Software,Alienware OS-CUSTOMIZATION
1 D691P Module,Software,Alienware AVATAR2
1 D712P Module,Software,Alienware AUTO-UPD,ON
1 D724P Module,Processor,Core Penryn T9600,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 HYT0K Module,Bracket,HDD,FOAMKIT,M17X
1 K001R Module,Liquid Crystal Display,17.0 Wide Ultra Extended Graphics Array,Alienware, M17X
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 U675N Module,Software,Alienware RSS-FEED,ANW-NEWS
1 U777M Module,Shipping Material,PACK M1740
1 VW0X1 Module,Keyboard,Alienware,101,ENG-US,Personal Computer
1 W001F Module,Hard Drive,320,7.2,FreeFall Sensor,SGT-CAS,INS
1 W124P Module,Software,Alienware COMMANDCENTER
1 W216R MODULE,SOFTWARE,ALIENWARE,ALIENFX,BLUE
1 W482P Module,Software,Alienware TIME-ZONE,CENTRAL
1 W795M Module,Dual In-line Memory Module,8GB,1333MHZ,DDR3,2X4G
1 WH0CN Module,Label,Intel,Notebook,C2D,Rebranding
1 X771M Service Install Module Software,Alienware,M17X
1 XWXTD MODULE,CARD,GRAPHICS,GT1,SLI
1 Y2FYM Module,Software,W7HP64,Digital Video Disk Drive,Multi-Language,Alienware
1 Y329J Module,Dvd+/-rw,Sony Nec Optiarc Inc.,BARE,Alienware
1 Y540P Module,Software,Alienware CYBERLINK,YOUCAM
1 YC8XT Module,Tuner,Software,TVT11 NTSC,Advanced Television System Committee
1 987-5301 Warranty Support,1 Year Extended
1 994-3730 Warranty Support,Initial Year
1 987-5271 CompleteCare Accidental DamageProtection, Inspiron Desktop, 2 Year
1 412-0358 Soft Contracts - Consumer Complete Care
1 950-3338 2 Year Limited Warranty
1 994-6858 Dell Limited Hardware Warranty Plus At-Home Service, Extended Year(s)
1 994-7017 Dell Limited Hardware Warranty Plus At-Home Service, Initial Year
1 987-5241 In-Home Service after Remote Diagnosis , 1 Year Extended
1 994-3660 In-Home Service after Remote Diagnosis , Initial Year
1 412-0360 Soft Contracts - Banctec
1 3E476 Information,Equipment
1 375-6061 Thank you, Dell Outlet

 

well it is an upgrade going from the T9600 to the i7 720Qm a quard core. the rest is pretty much equal. Did you have it more than 21 days? That would explain why they exchange a refurb for another. It is worth more being an R2.

 

Latest update, now Dell overnite NBD so for monday the parts that were ordered to fix my lappy! Been broken since 11/8. I emailed my Rep to explain but she didnt get back to me Fri nice. So wondering if they are going to fix it, all the parts are not in the order. And with the Holidays this coming week and work They can not come now..
They realy need to get their act together! Oh and the new one is still in the build stage was for EDD of 11/25 got a non person call your new notebook order is on back order with a EDD of 11/30...in shock

 

Okay, they are sending me a 7200 RPM drive to replace the 5400 in the exchange system. I guess those 4870's are a decent upgrade over the 260ms. I just hope this one works and the DPC latency issues are gone. I had my R1 working pretty darn good after all of the tweaks. I hope this one is just as good. I wish I knew WHY it was an outlet machine.

 

How do you know it is from the outlet for sure?
I never seen them change parts in a refurb from the outlet. But there is always a first time.

 

I submitted the form a few days ago with my complaint and I have yet to hear back from anyone.

 

yes, i also wonder, as wcdturbo has almost identical system to my R1 system, and he got 4870 cards, while i was offered 285 or 5870. That's weird, the scrubbing rep said due to supply shortage i was given an R2. I think that shortage included 4870, as they stopped using it on the new system? I'm not sure tho. Just keep messing with them and ask for more, wcd!

 

A hint: be patient and urgent.

Just keep messing with them, keep bothering them, and finally someone important and responsible will come to you. I had my luck the first time filling out that form, and the kind of reps called "scrubbing" agent should be contacting you within a week or two, to be conservative.

And the good news is that these agents are really responsible, i basically ask them for all my needs from tech support / exchange order issues / and even warranty extension, etc.

GL

 

Wolf, they opened a new support claim for the hard drive so it is being sent to me to replace the 5400 with. The only reason they sent it to me is because my original config had a 7200 rpm drive. Also, when I was on the phone with that rep he told me at that time it was a refurb unit.

 

Yeah, I don't know. The original wording from the 2 reps I talked to made it seem like they would be building me one and it would take 3 weeks and then 3 days later this one is being sent. I don't care either way, I just want one that works that Unisys technicians hadn't destroyed.

 

What form is that?

 

I agree as long as it works and has warranty i would take either no problem.

 

I assume he meant this, I quoted from the starting post of this thread below:

 

^^ correct. I just got a call a few minutes ago and the tech person was really nice and understood my complaint. He went ahead and sent the correct a/c adapter. I'm feeling good now. Hopefully it's the right one. I will wait and see. After spending hours on the phone in the past he just took a few minutes to help me out. Thanks for the informative post on how to contact someone that really cares about customer service.

 

Oh man, received my outlet laptop and it has some sort of cable pinched between the palm rest and the keyboard and CF isn't working. They want to send out a tech. =(

 

Arr man that not right! I'd give them ONE chacnce to make it right. If it is not right when he is done I'd email micheal_dell and tell them this needs to be made right. Like as in a new replacement. Sorry to hear the problem.

 

Wish I could post pictures. They want me to send it into the depot now and be without a PC for 3 weeks. I don't think so.

Anyway, the metal piece at the palm rest was the ribbon cable for the touch pad. I fixed that. The CF cable was shoved underneath the top chassis piece going towards the palm rest, it wasn't even connected or routed in the appropriate channel. I had to loosen the top chassis screws to get the cable loose, I got it connected but it still doesn't work. I sent emails off to unresolved issues. I don't really want them to build me a new PC, I just want one that works.

EDIT - 11/23

Okay, called them back this morning to cancel the Depot dispatch because I refuse to depot it. The only options they gave me were to have a tech come out or depot it. I talked the guy into sending the parts to me so I should have those tomorrow.

 

Lucky you!

 

Today I got an email from dell telling me that they are having some problems with the swap procedure and it''s gonna take longer than expected and they offered me a full refund, roughly 2300 euros. Problem is that there is no direct distribution channel here in Romania and I won't be able to buy a new lappie (their top preconfigured model is roughly 3600 euros and I ain't putting out that much more cash). What to do, what to do?

 

Well, after getting a non-working exchange someone from Corporate called me after my email and is sending me a new build. I didn't get to choose any of the options but he did send me a build list. I know it is 285's instead of 5870's but like I said, I didn't really have a say and I am just glad that I will get something that freakin works.

System Color Space Black - Anodized Aluminum

Operating System Genuine Windows® 7 Home Premium, 64bit, English

Processor Intel® Core™ i7 740QM Quad Core Processor, 1.73GHz (2.93GHz Turbo Mode, 6M Cache)

Memory 8GB Dual Channel Memory (2x 4GB DDR3)

Power Adapters 240 watt Adapter

Display Panels 17-inch WideUXGA 1920 x 1200 RGB LED (1200p)

Video Card SLI® 1GB GDDR3 NVIDIA® GeForce® GTX 285M

Hard Drive 320GB 7,200RPM SATA-II HDD

AlienFX Quasar Blue

Adobe Reader Acrobat SW Adobe Acrobat Reader

CD ROM/DVD ROM Slot-Load Dual Layer DVD Burner (DVD+-RW, CD-RW)

Sound Internal High-Definition 5.1 Surround Sound Audio

Wireless Wireless 1520 802.11n Half Mini-Card


Automatic Updates Automatic Updates: On

Service 1 Year Basic Service Plan, DMLP

Factory Installed Games Steam and Portal™ Factory Installed

OS Customization Alienhead 3D

Bluetooth Internal Wireless Bluetooth® 2.1 with EDR

Standard Nameplate Trigger Standard Nameplate

 

Nice build, Iam with you as long as it works. Its still a high end build.

 

Hi there,

I thought this would be the best place to ask. I recently sold an M17x. Is there an online form or something where I can go to change the warranty to the new owner's name? Do I have to call Dell for this? Would my dell account info/order number info be enough as I forgot to take a note of the service tag.

Thank you

 

All that has to happen is this, the new owner logs onto dell support with the unit and he changes the warranty to his name with the unit ..simple and works.

 

Still waiting for replacement, Exchange was put in on 11/11,
have been told three different EDD and still told now we have expedited it. So instead of 12/3 EDD now they say another 5 to 7 business days Sent email that I am sick of this run around and if they cannt be truthfull then ship me the parts I need and Ill fix it or take it back. I have finally lost my cool.

 

Update now parts are back ordered and a new EDD of 12/13..man just keeps rolling.

 

Mine states "In Production"...no ETA on the order page.

 

sorry to hear you guys' trouble. Dell is now trying to reach me to have me send the old system back, lol, I have no problem with that, just these exams =p

 

Well, mine is marked as Shipped, from Edison, NJ. I didn't know Dell had a plant there.

 

I did not know that either..looked on my account this afternoon and it says EDD NBD 12/7 wow thats 2morro. Hope I see it ship
2nite Glade your getting yours too!

 

They don't. They ship to your local courier and the rest is up to your local shipper.

 

Anodize when did they start doing that? Mine shows coming from Hawthorn,ca just up the road by L.A. So they send it to a carrier Hub then on to you? Interesting.

 

Received mine today, everything is looking good. Tried to update the 285 drivers to the new 260.99 but once I do I can no longer enabled SLI so back to the Dell 197.52s.

 

Got my new Red m17x replacement yesterday, all is right with it. Seems to run great. Did receive a m11x that I ordered also. It had a cracked screen upper right cornner. Refurb..so called Dell for service to replace screen. They looked my account up and said no service we will send you a replacement. They posted SHIPPED 2 hours later a new m11xR2 wow Merry Christmas!

 

Yeah, that's Dell for you. They screw you around for a while and them make it all better. They hit you then give you candy.

 

Got my "New" M17xR2 last week. Had a bad fan right out of the gate, loud high pitched whining noise. Also, the glass portion of the screen isn't fluch with the edge of the housing. I checked the one being sent back and it is flush. Anyway, not too good for being a new build. Called my Rep back, talked about the video cards and the fans. He sent me 5870's to replace the 285's and a new fan. Those came in last Friday, got them installed, fix the display while I had things apart and all is working great.

 

Glade to hear it is fixed, they let you fix it? How Cool
No one will take the care you will. I would have repaired mine if they had let me. Still waiting for the m11x replacement, hope it comes soon.

 

Let me? I refused to let a tech. come out because that is what started this who fiasco. He had an executive tech on notice to call me if I needed help but I just read over the PDF guide and did it myself and it works great now.

 

Awesome! Glad to hear your system is up and running. Now you'll have to change your sig.

 

what are you guys saying to tech support? i have a R1 M17x with 2x 280M and its been nothing but problems. If i can get a R2 by complaining id like to do that.

I have all the typical issues people have been posting for months.

 

If you feel you should be treated better just look up the corp email address we use and send an email to them explaining how you feel and how you want to be treated. Its all here just research it some and you will be treated right.

 

Don't mean to sound mean here, but you don't just "get" an R1 just cause you 'complain' or would 'like' to. The R1's, as Dell has realized, are plauged with issues-most, but not all of them. You can still find plenty of R1 owners that are very happy with their machine.

That said, I had an R1 similar to yours and it was nice for about a week and then video problems started, had problems with it freezing, black screens, YouTube lag/skip, etc. You need to document PROBLEMS, not what you 'want', and plead your case to Dell/AW. Keep a log of all your issues, when you call tech support, and how long you talk with them. If you have legit reasons and issues, you will get a resolution. They are good about resolving any issues. May take longer than you like, but they will get there. Good luck.

 

Obviously I am not just looking to "get" an R2 for no reason. As I mentioned, I have had many of the issues described by other users on this forum and I have been on the phone with tech support multiple times. I

In the end I always get told to update to the latest BIOS and firmware, at which point my machine goes to hell again, and they leave me like they solved the problem.

I role back to out of date (but more stable) drivers and a few months later i get frustrated and try over again. The process then repeats itself.

So if someone could address the question about what they actually complained about/talked about with tech support that eventually got dell/alienware to realize its time to send them a new rig I would really appreciate it. I would be happy to just have my R1 fixed but since that has repeatedly proven to be easier said than done I will try to get a new machine and finally be rid of the problems plaguing the R1.

If anyone has any helpful advice I would appreciate it.

Thanks.

 

I gave you the answer back on 12/20 on what we do to get a new replacement.
Forum rules are i can not repost the email address here but you can read back and look it up. Its pretty easy to figure out since it's the name of the guy that owns Dell and ehere he works.

 

But really, if you "READ" this thread, you WILL see exactly what people have done to get a satisfying resolution. Read the thread-the whole thing. OK, maybe the last 50 pages or so will give enough info.

 

See below - - - >

This is exactly how to approach the issue of hitting a brick wall when calling support. Again, this is all documented in post#1.

 

Hey guys. I received my new m11x r1 a little over a week ago (Dec. 16th), and as son as I took it out of the box, I noticed couple build quality issues, which at first did not bother me, but are starting to bother me now. Screen itself is sticking out of the base on top right corner, when closed, the screen is not completely closed on right side (pretty decent gap compared to left side), when opened theres a decent gap between screen and base also, and touchpad buttons are super loose + right one not properly working (have to put some pressure for it to work). On top of that, when I enable the overclock option in bios, the computer gets blue screen errors after about 10 minutes of use, and that will keep happening until I go back and disable it. This is pretty disappointing, since there are many people that run the overclock without any issues, and I do notice a some difference in performance.

Having all that said, do you guys think I can just call dell or alienware support (which?) and straight up ask for a replacement? I don't want a tech to come and try to repair it etc., I don't want a tech repair a brand new laptop that I didn't even have for 2 weeks + from what I heard, they screw up the laptops even more.

Here are some pics of my laptop:

http://i54.tinypic.com/i5rsz6.jpg
http://i54.tinypic.com/o6i8hy.jpg
http://i56.tinypic.com/acuafd.jpg
http://i51.tinypic.com/10n8020.jpg

amero

 

@Alienwolf - Luckeeeee!!!

 

amero - just call them up explain the problems offer to email the pic's. They will prob just send a replacement and you hold on to that one until it comes. I do not think they will want to deal with that many issues through a service call.

 

Docsteel thanks!

 

well that went pretty smooth and fast

15min total on the phone, this nice lady right away submitted an exchange order for me, and I send in back this laptop when my replacement comes.. let's hope the replacement will be fine without any oc and build issues !

I wonder if it's going to be same configuration or different (better)