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

You may get a little something extra like ram or i7 if you have i5 or a bigger HD. As I said they really are pretty good most of the time. You just have to remember its a LARGE Corp thaqt your dealing with.
Let us know what the spec's are when they post them on your account page.

 

@amero-Awesome for you. See, some resolutions come fast and easy.

 

ok, to those of you who received a new replacement

once you got approved a new replacement, did you guys get the replacement info (order number, etc.) on your dell account page on the same day or a day after?

as i mentioned earlier, I called in yesterday and the rep told me that they will replace my laptop and she gave me the order number for it, but I don't see it anywhere on my account page.

 

It can take a day or 2 to post, don't worry it will show up. Also sometimes you will see a shipped post with spec's it has to do with the return. You can try going down to service call and put in your Tag and zip the order will show up there sometimes before the spec post. In all this can take 7 to 10 days to complete, with the order, production, and shipping. Don't stress you have the old one to play with.

 

Hi guys, happy new year for all you in "advanced", im not in the future
yet, still on the past: 2010

Well, i think this is the place to ask you about my "little" trouble with
Dell.

I bought an M17x R2 on July (2010) and this is what happen:
After one month of use, and many replacement parts (videocard 2 times and
still with problems, they try to change the mobo and the video card once
but i didnt never got that cause the parts took too much time to arrive
to my country and well) i got the machine exchange.

On this new, my second M17x, which i got in september, as exchange,i got
a really annoying and weird song while i was playing music and was trying
to install something, i did post the problem on this forum but nobody was
able to help me, some said this was normal, some other saids it wasnt,
any way; they sent a guy to change the mobo and the videocard, the guy
just did a mess in here, he was so rude with my machine than he borke the
keyboard and the power button ribbon, also, he scracth the lit and the
border of the touch panel, he just kill my laptopn, that was at october
or november, in any case, less than two months; i call very angry and of
course, they gave me a system exchange, again, i will have a new machine.

I tried to get an upgrade, i did said them, that i will pay for an i7 processor, but they said it wasnt possible, and well, i will get the same processor :/

I am still waiting for the new one since november, the laptop sees to be
here on my country already, but, my problem is this; with the second
machine, i saw than the warranty was not set up as a new one, its still
wih the old warranty, so, thats make me think, and i am 100% sure of
this, than this new machine, the 3 one, gonna have just 6 months left of
warranty (starting at january and ending at july), is that fair??, i talked
with some guys of Dell and they said than the warranty still being the
same, and than they can give me just 10% off to renew this, but, thats
silly, 10% off is for everyone !; shoundt be my warranty a new one? i
lose 6 monhts with defective machines, what can i do for try to get a
fair treatment?

Thanks mates

 

Sorry but that is standard fair treatment world wide. I am sure they explained to you reason being they were replacing machines while under the contract. If you are worried then put the extra warranty on the 3rd unit, I did. Also have you got your spe's posted on your account site for this new machine? Reason I ask they won't say yes we will upgrade you but sometimes they just do it for your trouble. Good luck and keep us posted on what happens.

 

Hi, thanks for asnwer and its really disaapointing what i read, it
shoundt be that way; i have no option, i have to add a new warranty on
it, i consider it but what i dont like is just lose so many time without
my machine, seems like they are doing experiments with me, what i am, a
guinea pig? . . .anyway

About the specs, well, the machine didnt arrived to me yet, i will when i
get it, this one will come with 2GB extra RAM (8 GB), but, i was
interested about upgrade the processor . . . .the girl which attend my
case said she will do the possible to get me an i7 for free, but they
didnt approved, i said that i will pay it and also didnt approved, they
are that bad even getting more money? . .. something have to change.

Thanks so much

 

That's with the warranty does definitely seem unfair, I know, but take a look at all the other companies.. it's the same everywhere, even when you get a replacement you won't get a free warranty extension.

Hope you get your free i7, I have no idea why they don't just put it in and take your money... ??

 

No, i didnt got the i7 for free and they didnt acccept the money, maybe they are too rich and doesnt care . . . but seems like costumer doesnt care also.
In the best case, i dont want a free warranty, but at least a big discount, i dont omplete 3 months using this machine, thats insane

 

Look on your account site with Dell for the new spec's should be posted there. As far as taking your money for a upgrade the reason they don't is this is an exchange. If they make changes how would the new part effect warranty? 3 months left on lappy but 1 year on new part? They just don't want to mess with it. On the i7 the Rep can request it and be told no but it still could be included in the new build. Remember your getting a new build replacement not a refurb, so try not to be so negative about this. At least you didn't have to send it in each time for weeks on end like HP or Toshiba, could be worse.

 

Hello,


Just a quick question. I have had my m17r2 for about 9 months now. this was a replacemtn for my m1710 + extra ££. Iv got 2 years accidental damage support.

I have repeatedly tryed to access my warrety info on eureo dell site and it says "there are no warrenties or contract with this system.

Is this something to worry about. Do i need to phone dell to correct this

It does say on this original system config tab 2 years accidental and business support.

Many thanks

Anthony

 

They should have moved the warranty from the first system to the replacement. It should show under your new service tag. And yes I would call them or chat online through the chat link under the warranty link to check on it.
But yes your replacement will be covered under the old 2 year warranty no matter what.

 

I have checked the warrenty link which says "no service or warrenty on this system" even though i have been invoiced for 2 years acc damage and business


So as well as me buying the 2 years accidental and business warrenty, they should transfer the warrenty from my old xps system as well which is 457 days?

 

this is happening for me aswell the service tag doesn't work on the website. i want to extend mine. dodgy dell at their best!!!!

 

Call them its much better than upgrading your warranty on the website. You can even push for a discount,10 maybe 15% off

 

i will ring them but service tag is still not active and they have no record of my machine. I still have my old XPS m1730 that should have been picked up by now. I was told by one rep that because it was a newly built replacement that it would have 1 year hardware warranty. and now rep is saying warranty end when my old service tag ends. 25/1/11.

I think they are waiting out the warranty period of old machine so i have to recertify machine (maybe i should extend old machine & get it transfered)

 

I would extend the warranty on the replacement for sure.
It is true the new replacement is covered by what is left on the old machine. Some people think wrongly that because it is a new machine it has a new warranty. I find the same thing with autos, you have a part replaced with a new one 2 weeks before warranty expires and 3 weeks later the part dies again it is not covered anymore. Even though if you bought it outright it would of had a 90 day warranty. Best to keep these covered as long as you can.

 

Just phoned dell.


i had 454 days remaning o my xps laptop before they replaced with my m17x.

I then purchased extras including 2 years accident damage and premium.

They said because i took 2 years accidental and premium they couldnt add 454 days from my old xps system to my new system as standard warrenty after the 2years expired. Is this right?

So i basiclly lost 1 years warrenty. Just a little niggled about it. I asked them to put a note on my account to say when its time to extend to give a discount. I just hope they do.



I

 

that's bull.

you paid for all the warranty days - they have to give them to you. - otherwise it's fraud.

You should get what you paid for: 454 + 730 days of warranty. the existing warranty on the old systems transfers with the system exchange.

call back and ask for customer service. be polite but firm...

 

I agree if they took the system back that you paid for the remainder of the warranty transfers to the replacement. Then any new warranty you purchased go's on it also. Now sounds like the accidental which rides on top of the regular warranty makes a problem with the days. they should add it to the end, 2 years with the complete care then 454 regular warranty. Something like that or a big 25% off the complete care, you shouldn't just lose 454 days of coverage.

 

When i phoned i was pushed between tech support and customer service.


I dont think there is much more i can do...

I'll just make a big point of it when i extend my warrenty.

Overall im happy. i mean an exhange from m1710 to m17r2., and iv got to say the rgb screen is the best panel iv had in a laptop by far.

 

i wouldn't give up, but then, i don't like giving my money away...

 

OK. I've brought this up before-but I'll do it again. Why do I hear a 'whine' or 'screech' when I scrool in web pages or documents. Or when I grap a window and move it quickly??? Anyone else notice this??? My Pri. GPU makes a wierd noise and I can't be the only one. I have had it replaced once already and it still does it. Ideas?????

 

Could it be hard drive spinning up and slowing down???

 

Hhmm if you have had the gpu replaced maybe something else causing it. I have not heard that on any of my m17x's or the m11x. I wonder if it is a HD or something lose on the mobo, it must be something getting voltage and oscillating under a slight load.

 

No on the HDD. I know what that sounds like.

It's difficult to describe (try doing it to a tech in Latin Amer.). But it does sound electrical. Like a diode or something carrying current. Just don't want to send it off.

 

One shot in the dark make sure your cards gpu and cpu are tight, use to be a TV repair man in the day and sometimes a lose board or a power supply will make a high pitched sound some people hear and others can't

 

Yeah. Been there, done that a few times. New paste. Did the card mod where it tightens the GPU heat sink. Still doing it. No performance loss. But just makes me worry about an early 'death'.

 

There is a thread about the noises this system makes that Dell considers normal. Is it coming from the right hand side? I have it too and when I called to complain Dell said it was functioning properly.

Also, I am in the process of getting my 4th set of fans. They are on backorder until February!

 

Actually, the left side. It's the GPU I know bc it does it with Photshop and if I grab a window and shake it, I can hear it as well. Whatever it is, it jus' ain't right.

 

Here's my situation.
When I was playing BC2 Vietnam, my game skipped and I got fuzzy green and red lines all over the screen.
I changed the drivers and tried again, after 2-3 hours of gameplay, same thing happened.
So, I called 1800-ALIENWARE as I am sure its GPU symptoms for going bad as I have faced similar issues with my 88M SLI, I waited 10 minutes and then a rep told me that they are busy and try contacting tomorrow. I thought it was a machine talking but was a person. I tried again today, same thing. They are busy and told me to contact them tomorrow.
I am really furious right now.
Anyone faced that?

 

what thats crazy. they should really help you on the spot. never wait. just keep calling untill you find someone willing to help.

 

Follow up, I had a supervisor call me back about my fans being on back-order. Gave me the choice of waiting or taking a refurb system. ( I asked him to just pull the fans out of the refurb and send them to me, it would be cheaper.) Got my order number and it's an R1 in black with a single video card.

Here is what I have now:
Alienware M17xR2 Nebula Red |1.6ghz Core i7 Q720|ATI 4870x2 CrossFire GDD3| 500GB & 300 GB (800Gb) 7200RPM SATA HDD| 8GB 1333 DDR Ram

Equal or better right Dell?

*facepalm*

 

Get back with the supervisor and cancel this. If not, you'll have a mess on your hands dealing with support to sort out the confusion. At the very least, explain to the supervisor you spoke with that you want to pull the fans yourself and then send back the R1. See if he goes for that, I doubt it but its worth a try.

 

I'm in Dell Hell. I got the order canceled and they issued a laptop that was similar, but didn't come equipped with a dual gfx solution. They promised to ship out the second card with a technician...

I received the laptop and it's DOA. My contact was ill today and her stand in is a freaking moron. I have to go through their tech support team to diagnosis a dead system. The system is dead, no power, there is no diagnosis......

graaahhhh, all this over some freaking fans... I swear. I would pull the fans out of this dead unit if I wasn't worried about warranty issues.

 

So based on this thread, I am getting a replacement:
http://forum.notebookreview.com/alienware-m17x/549384-m17x-r1-getting-replaced-r2.html

On the lighter side:
I was told by someone that I should try to score a 740QM as an 'upgrade'. However, to be honest, the 620m is actually the more expensive of the two options. So speaking strictly from a performace point of view, would I really lose a lot by sticking with the 620M for better leverage at a later point? It is the more expensive of the two CPUs on offer and would insure a better trade-off at later point if I have to utilise my warranty for a system exchange again.

On the important warranty front -- I spoke with a representative this morning. He took note that I do have a warranty extended to expire in October 2013, and that this should be included in the the new system. He said he would pass this on to his supervisor and colleagues. Unfortunately, I get an e-mail later in the day from the manager stating that he can only see 1 year with the laptop, which is probably the original warranty that was on the invoice of the system (I extended it later). So he asked for the order number for the new warranty -- I sent the entire PDF receipt.

Do you guys think this might become an issue?

 

In a similar boat as all you guys. Got my outlet M17x-R2 yesterday and here are the following problems:

1. Charger, the big brick, does not work.
2. I've had lockups already 20 minutes after first boot up
3. Card reader does not function
4. The bottom chassis is uneven
5. Scratches (it was not scratch and dent)

So I have a system that can only run on battery power that freezes every 20 or so minutes. Wow...

Already logged in a case with tech support and tried to get this hunk of junk replaced with a factory replacement since I really have no more patience after waiting one week for this order (even though I paid for NBD shipping), called about 10 hours just to see why this order was on hold, and when I finally get it...it's defective.

On top of that, a supervisor I spoke to told me I can either accept another outlet one or he will refund my money and I can go elsewhere. Now that's a win attitude Mr. supervisor, looks like you don't want to keep your job.

 

Hi guys,

I was told by tech support that my M17xR1 would need to be replaced. Someone would be in touch to discuss the specifications etc. That was over a week ago and I am still waiting for confirmation of replacements specifications. I have provided a list of a couple of upgrades I would like as asked for by tech support.

I emailed tech support 3 days ago and they said the matter had been passed to swap dept, but it may take a bit longer.

Is this a normal time scale? How much longer should I wait before getting in touch again?

I dont want to hassle them, but havent had a working laptop since before Xmas.

Cheers

 

Just remember they work for you. You should NOT feel that you are hassling them. Get the answers you need. Dell is notorious for being flaky about call backs and schedules.

 

I would give them another 4 working days. However, keep sending them polite daily reminders that you're waiting to hear from their end.

 

Just checked my service call, which states the following:

Description: WRONG QUEUE
Service Call Number:
Initiation Date: 1/21/2011
Last Updated: 1/21/2011 3:14:00 PM
Call Status: ISS
Call Type: EXG
Service Ship Date: Not available

No idea on whether the EXG is a factory exchange or yet another outlet one. I fear another outlet one since he said it might take 10-25 days for me to get it...and I'm all out of patience for waiting and non-working systems.

I'll know on Monday I think...geez...so hard to buy a computer.

 

My company had 2 M17x's failed recently and one was replaced with new while the other was replaced with refurbished. Both are working perfectly so I don't think all outlet refurbs are bad.

 

Thanks for advice, I shall continue to send them daily reminders.

The only contact I have with Dell is via email with one of their technical support (E-Mail Support Dell | CSMB Customer Service).

I have asked if I could have a reference number and the contact details of the "swap" department. I did not get either

I was asked to continue to be patient.

Is there anything else I can do, have I done all the right things?

Feeling unloved by Dell.

 

Shaco,
The reference number will come with your replacement offer. The offer will contain all the details you need, until then, they really can't give you any more information.

I'd say you're more or less set for a replacement, it'll only take the honcho some time to send you the actual PDF file via e-mail.

 

Villosa the EXG in the service call is for a new build to be done, why its so long. The spec's should post on the account order page soon, soon I mean it can take a few days. Nothing is fast with dell. I went through the same thing on both these systems. They are new builds for refurb units that did not work right. Hang in there it will work out in the end.

 

Well, hope no one else needs US Alienware phone support - their systems are down and they have a recording of a guy with a thick accent saying "Sorry, call back Monday."

Great time for my GPU to kick out on me

 

Ok got the "parts ordered" from my service call.

CD91C BASE (ASSEMBLY OR GROUP)..., NOTEBOOK..., BLACK..., CTO, ANW, M17X10
13H17 MODULE..., PROCESSOR..., CLF, I7-920XM, 2.0, M17X

I get the 13H17 is the 920xm but everywhere I check, CD91C points to 1440x900 instead of the RGB 1920x1200. Also I guess this is yet another refurb since Dell no longer carries the 920xm. Oh well, I'll find out Monday.

 

Guys looking for some advice here / Here is my story so far
Email sent to Dell Support


I have been thinking more and more about whats been happening with my case, it has just got to the stage where I am not happy with whats been happening 1 with my case and 2 with the support offered by Dell/Alienware, I really want a complete system exchange now at this stage. When onsite Tech rang Alienware for the second time yesterday about getting Bluetooth and I/O Bar exchanged the Alienware Rep wanted the Tech to reinstall drivers etc, Tech also advised fans had fused to Motherboard due to overheating issues!
Tech advised that my case was high priority and that the parts where needed.
I have been very patient so far and even the Tech was so suprised the system hadn't been exchanged after all the problems I had.
I have basicly had a system which I can't use or rely on to work as it was either crashing or freezing.

I have had the following problems with my laptop so far
Constant Rebooting for no reason
Power cabe gets disconnected from laptop it freezes up/hangs
Wifi button not working i.e. won't switch on/off
Slow performance at times ( I had put it down to the other problems I was having but I now think there maybe a cpu problem.
Battery Not Charging
Fans running for hours when computer has shut down and powered off
Computer taking hours to shut down or wont shut down at all
Bluetooth giving many errors (Bluetooth Stack Command Error)

Fault Finding Carried Out
Ran recovery/faultfinding Disk 5/6 times returns no errors
Reinstalled Windows 7 6/7 Times Lost a lot of Data

I have had the following parts replaced so far on my laptop
Two new HDD
8 GB Ram
Palm Rest
IO cable
Mother Board

I also am waiting on the following parts to be replaced as more faults found when Tech came out to replace the above parts.
IO Bar i.e. Wifi Switch
New Graphics Card 5870
New Bluetooth Card

It took me going onto Twitter to get any reply from Dell at all and that was after two emails to hardware support in Ireland in which I recieved no reply, I have no faith in my current Laptop it has been nothing but a disaster, the battery and charger exchange hasn't helped, I paid €4062.00 for this machine and it's never worked right since day1.
Now I Have numerous other hardware changes, What happens if these numerous changes work for a day, week, month? and these problems or new problems start again? XXXX I really want a complete system exchange to be considered now.

 

Have them swap it with your current RGBLED or send you one separately.

 

Who did you send the email to? Hope you put the Boss's name and sent it to Corp. They really need to build you a new one at this point. To get that done send what you just posted to Corp if you haven't all ready. They will put a special Rep on your case to resolve it.