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

Actually, the first thing which should be done after trying to resolve with tech support (service dispatches, troubleshooting, etc.), is this:

https://support.dell.com/support/to...t/dellcare/outstanding_issues?c=us&l=en&s=gen

This will produce a similar result. A rep from Escalations will contact you and act as a middle person between you and Support.

 

Yes Batboy this is were my case is at the moment, but it seems to be going no where! We will see what happens when engineer puts my M17x R2 back together today.
Still might mail [email protected] to see what they have to say.

 

Well, good news on my end.

After numerous issues getting mail through to Alienware, since they had e-mail issues, I almost immediately got a new offer with the added warranty.

Thanks for the advice, BatBoy. I've accepted the offer since the 620m is the more 'fiscally lucrative' CPU on offer than the 740QM. This I believe will give my laptop more value and bargaining power if it might require replacement at a later point in time. I only hope now that for a good while, I don't have to have any dealings with Dell.

--

Martin, best of luck with your case. I think you should let this last service call run its course and then press for further action. Sometimes it's better to hold back for a bit.

 

hello all how many times do you let alienware try to fix your laptop before you ask for refund...

im in uk and brought m17x r2 in june

2x g cards but dell took them bk out before he left then told me it needs shipped of to factory
2 screens
1 keypad
1 power bar
1 motherboard

 

Ok got my confirmed specs of my refurb replacement.

920xm!
256 SSD
500gb 7200
6300 Intel

Everything else is apparently the same except for the blu ray player. Am I allowed to ask tech to send out a replacement player because it's what I originally had? I really want it LOL. But so far, I'm happy...just hoping they send me the right charger.

EDIT: Looks like I'll have to call in either way. They gave me that previously ordered new system I kept seeing at the outlet. Only down side is it comes with dual 4870s instead of my 5870s. Will have to get all those sent over plus the bluray. I'm probably ok on the charger.

Actually do I get everything included just like ordering new?? Even the box?

 

Wish they would get round to sorting out my replacement. All i get from tech is "please be patient"

 

Well guys things not good, Tech just gone OSD problems, wifi wont switch on/off and took 1 hour 40 minutes to load OS & a few programs, thats with a I7 Q840 Processor and 8 GB Ram, Tech was here for 4 hours, Says machine is not right. I am going to push for a replacement

 

Batboy,

Is there an Unresolved link for UK customers?

I tried entering my details on US link and it didnt recognise me

Cheers

 

Oh dont worry, found it at the beginning of this thread

 

Got my outlet replacement today and I'm quite happy with it. The system was brand new, M17x plate, plastic screen protector, plastic screen cover, and no refurb sticker. Didn't come with anything out of the ordinary outlet stuff but it appears I got the right charger this time. It's roughly half the size of the other one and the system didn't have any issue with it.

I highly believe this system was built and given to the outlet since everything about it is "old". It has the 920xm and dual 4870s. The battery was also drained completely so it looks like it has been sitting for quite some time.

All in all im happy with it but I do have to now call Dell to get my Blu ray and my 5870s I originally had. Then my system is complete.

Old specs:
740qm
500gb HDD
5870s
Blu ray
Dell wifi

New specs:
920xm
256 ssd
500gb HDD
4870s
Dvd
Intel 6300

 

Why would the mobo be old? Plus I do all my own fixes not a tech. Either way I'm undecided about what I want to do. More than likely they'll just send another refurb out with the "same specs"

Also I deal with escalations not regular support so getting things done isn't as frustrating for me lol.

LOL also, aside from the DVD and 4870s, both of which are easy swaps for me. Nothing about this system is "old tech". I got an unlocked xm processor when I paid for a 740qm...hello? Why would I not be happy about it. Sorry, it was a typo on my part. I had the 740qm...

Calm down bro. I know how to work Dell's system. I have the money so I have the power.

 

Got an update from my swap inquiry and my rep said he would send over a blu ray player and both 5870m without a technician.

He said at least let him try to correct my system first so if the parts are incorrect and I'll have to wait even longer yet again to get the correct parts in, then we'll talk replacement.

I agreed because the laptop was prev ordered new and honestly highly upgraded from my original configuration. I mean I originally paid $2403 for a refurb with a 740qm, no ssd, no 6300 and got a BRAND NEW outlet 920xm, 256 ssd, and 6300.

The battery took a bit of a hit being disharged for so long so it'll be replaced somewhere down the line and I still have to see if the charger is correct. I don't know, the battery only has a wear level of 6.72%.

Honestly, can't really be upset.

Update: Just got some confirmation on the swap.

5V759 DVDRW/BD-ROM, 4X, 12.7, Serial ATA..., HITACHI LG DATA STORAGE... 00001
RV546 CARD (CIRCUIT)..., GRAPHICS..., HARD DRIVE..., 5870, ATI GRAPHICS CARD..., MXM, CABLE... 00001

 

Is there a delay in processing the Unresolved Issues requests?

It's been more than a week since contacting them (twice, every fourth day) and I haven't heard anything from Dell.

 

I have been contacting them for last 2 weeks, still nothing. Not bad considering they are supposed to reply within 1 business day!

 

Got all my parts just now: Factory refurb 5870's both Rev A02???, and a refurb blu ray that was manufactured in Dec 2010 lol...

 

Finally...

I have recieved my offer of replacement today. So that took 2 weeks and 1 day from the Tech team agreeing it needed to be replaced.

Now I begin the negotiation phase over the processor.

They have offered me an i5 Processor 540M(2.53GHz,3MB cache) to replace my Duo T9800 (2.93GHz, 6MB cache).

What do you guys think is a suitable replacement?

Shacs

 

What is the general opinion of the reliability of the R2s?

I need my laptop to be reliable. I started with a M1730 with 4 year CC coverage. The 8800GTX SLI died and since they had no eta for replacement cards, they replaced it with a M17xR1 which, aside from the intermittent stuttering/freezing requiring hard reboots, was alright until last Thursday when the 260M SLI quit working.

After jumping through hoops to get my SNW (Sometime Next Week) service done, the tech comes yesterday to replace the GPU and now the laptop won't even power on. They want to replace the motherboard now, which means another weekend without a computer - period this time, since I can't even browse the internet/check email with it now.

So I can't work out of my home on my laptop, and with my wife travelling I need to be able to do so to manage my schedule with the kids. Just a little ticked right now.

 

well, first off....

2.53 < 2.93. Dell is pretty literal about CPU speeds.

What are the rest of the system specs? The system is more than a CPU.

 

Everything else is equal or better to what I have now - see signature.

Just the processor seemed 'iffy'.

 

The i7 is an upgrade CPU, you can try to see if they will go one more up. But it is an upgrade as an R2.

 

Who am I supposed to talk when dealing with the Unresolved Issues? One lady initially contacted me then after I explained my situation she connected me to a senior technician. The technician guy says I have to depot my laptop now (even though I have @home service with next business day support). How long does that usually take?



My M17x hasn't been turning on for over a month now and they've replaced the motherboard twice the hinge cover also twice, the CPU heatsink, the bottom casing, and my video card. I keep trying to tell Dell it's more than likely the cable connecting the hinge cover to the motherboard but they won't listen even after the technician who came to my house said the same thing. Plus, they already sent two shipping boxes to the wrong address!

 

Send a email to the CEO of Dell I will PM it to you or you can find it in a earlier thread. You will hear back within 24 hours, just explain your tired of dealing with this and want what is right and fair no more. They should build you a new unit. Hope this helps.

 

Update:

Sent back the DOA refurb. My rep placed an order for a new system. It was canceled. Apparently Dell has an escalation returns department. I was told I had a hold on my account. Called that department, they told me their wasn't a hold, but I have received five system exchanged in 3 years.

1730(Melted no Replacement Cards) -> M17xR1(Stopped Working) -> M17xR1(DPC) -> M17xR1(Refurb DOA) -> M17xR2 (5 replacement Fans) The limit is 3 exchanges. I pleaded my case and they agreed to one last exchange, but from now on my warranty is downgraded to Depot service or Qualx Serve In-home. No more replacements will be given, even if the unit spontaneously combusted. The depot will have to have their shot at it. Once again this is all over back ordered fans, I asked my rep agian if they could just send me fans, no can do, I have had more than three repairs for the same issue on the same system, and the fans are still back ordered anyways.

Called up my rep to notify her everything is cleared up and a system order has been placed again. Let's hope for a system that powers one when I get it this time!! Weeeee...

 

Wow that's alot to deal with, are you still sane? Lets hope the replacement is a new build and it comes perfect. Had problems with all of my lappys also but all is well now. Best of luck, keep us posted to outcome.

 

Hello I am new here and i am just wondering if i am entitled for a replacement i currently received a black M17x-r2 for christmas the spec are

core 2 duo t9600 2.8
4gig ram
one GTX 260m
320 hard-drive
stranded slot loading drive
RGB 1920X1200 LCD screen

the problems i am having are the video and audio skip alot after about a hour of use i guess this is the DPC issue as well as my internet card will randomly stop picking up ANY wireless networks for atleast 30 min and when i do connect half the time its like im crawling download and upload wise (i have a 30/30 internet connection i pay alot for it and yet i feel like i am only getting maybe 2), also my system will randomly freeze and will not stop working again for 20 min or hard shutdown. also the screen is bleeding pretty bad at the bottom i can see it in black and white settings.

i have done a fresh install of all the drivers as well as the OS twice. still having major issues i gave it till now to see if the problems were only short lived. so my question is am i entitled to a replacement. if so what would be the best way to quickly get this action in motion (i have seen that dell has been playing hard ball and was wondering if anyone had a quick way to easily resolve it) and last but not least if they want to repair it should i fight for a replacement (since repairs seem to have done nothing for everyone) and also what specs should i ask for if they offer me a replacement because they might try to cheat me out of something.

sorry for the long post just trying to get all the information i can

btw i have the 1 year warranty

thanks in advance

 

call dell and have them fix what's broken. if they can't fix the DPC (down the the DPC meter to see if it really is this) and the random wireless drops and lockups, then ask for a system replacement. but you'll need to go through the motions a couple/few times before you can demand a replacement.

if you do get a replacement, they'll give you "equal or better" on all specs - they can't give you better on one and less on another "to make up for it"...

grab a (large) cup of coffee and start reading this thread....

 

First off thats a R1 not an R2, and if you go though the posts here you will see that alot of R1's had problems. You need to do what Beelsr suggest and contact Dell support. Take the time to read though some of the posts before you. A couple of months would do so you have a better idea of how to handle this. best of luck and keep us posted.

 

oh i thought i had the R2 cause when i put my servise tag in at dell.com it says its an r2 but thanks guys and i will call dell today let the fun begin

 

Dual core??? You def have an R1. Like Wolf said, go back a few months, read up, and document everything-time on the phone, ALL issues, run benchmarks (Dell loves Unigine)- HERE, and did I say document EVERYTHING?????

 

Yeah, dual core is definitely R1. Though I'm on an R1 right now and it's technically a quad core processor.

 

so they said they will repair it lets see how this goes

 

Betg1492 yes give them a chance to fix it. And read up so if things go south you have a good chance of getting a new build from them. It could happen

 

Yea I have read all the pages (wow Dell can be a pain) but Hopfully they an fix it I use my laptop for my website work and my desktop is currently out of working order but maybe they will be different with me(crossing fingers ) I'll keep y'all posted

 

I just figured out Dell sends repairs to Teleplan. Is there another service provider they use? I have had (two) bad experiences with Teleplan. My current pending repair, the Connection that attaches the antenna wire to my wifi card came off the wire. The only way to fix this is to replace the LCD screen, which is ok, I have a AUO screen now. Should I remove my hard drive?
Thanks for any feed back. I have dealt with another service repair depot, Barrister also, they seem to communicate a lot better.

 

Always remove the hard drive, drives when shipping to a depot. I have never sent mine out always repaired at home so have no idea who they use. Sorry good luck hope it works out.

 

heck, i pop my drive(s) out when the guy shows up too....

 

Well reading throught the forum seems like Dell and Alienware have some major issues.

Here is my experience thus far. On oct 12th i ordered my Alienware m17 Laptop with 2 hard drives installed. I received it Nov.3rd. On Feb 4th when booting thelaptop I got an error " checking for hard disk consistency" there was a countdown before the operation which ended on 1 and the computer did nothing afterwards.

I called tech support and we ran through a number of tests all which supposedly passed and then we were setting up a repair of the system. Because we were saving the documents the rep said that it would take a while, gave me his email and said when it was done to email him or call tech support if any additional assistance was needed. Well sure enough some was. I got the same message upon reboot.

I called and got a new rep who was the nastiest person in the world he first told me i had no product from them after repeating my service tag number 6 times. Then i had about 10 minutes of silence before he found my account. he said Oh i see we will send you new hard drives cause it seems thats the problem. It will take 5 days to get your new hardware and a technician will call to set up a repair appt.

Yesterday Tuesday without prior phone notification they showed up.He had 2 hard drives opened my laptop and said "oh they sent us the worng hard drive, I can only put 1 in. it should work now. Closed it up, gave me a cd and thumb drive and said this has all your drivers on it and left.

So now I have to install the operating system. Which does not go in. On phone again. Long story short. They tell me that its the hard drive,, because it wont allow the installation of Windows 7. I said wait the computer is 3 months old there should not be this type of functionality conflict. Ifthe products you are installing in the systems are substandard and the items in your warehouse are this bad, I want you to replace the computer Its only 3 months old and should not have a hard drive crash of this magnitude. its not a cheap piece of equipment. WE DONT DO THAT they replied. I said give me a supervisor... and guess what 3 supervisors on duty were all to busy to take my call. Give me the supervisors direct phone line... WE DONT DO THAT they told me. So when the bill comes in I should say I DONT DO THAT.

Regardless I have logged about 6 hours of phone time in with these people and am no closer to having a working laptop. Instead i have a $2500 paperweight. I suppose i need to send them a lawyer letter and a complaint to the BBB.

Mind you this is an abbreviated history of what i went through. I have pages and pages of notes regarding this fiasco with names times and numbers. But this forum proves to me that I am not the only one.

 

Send a email to Mr. Dell and corp, and explain what is going on. Tell them you wand someone to resolve the problem. They will get back to you in 24 hours. Best route to take.

 

ETA of technician 30 minutes.
lets see if this guy has the know how to repair my laptop,

 

Ok. Now the waiting game begins. the technician just left.
Today he arrived with 2 "new" hard drives. OPened them and said... they did it again... meaning they sent the wrong thing. WTH. So no hard drives were switched out today.
Then he attempted to install windows on the drives in my laptop by creating ghost partitions. Nope. Then he produced a DVD with Windows operating system.
He started the operation and said it should be good from here...
I can only hope that the OS installs without a snag. I dont have alot of faith.

 

Woohoo!!! Just extended my warranty 2 years for $279. Well worth it I think.

EDIT: Only 1 year extension. A total of 2 years. Oh well. Still worth it.

 

Ok, I couldn't to begin explain what's happened with my system... but here is my thread. No trying to bach AW/Dell, but I have to tell you that I've had HORRIBLE customer service and a bricked machine that they rebuilt AND MESSED UP... THREE times!! We are working on the fourth right now... all the info is here in the m17x boards.

 

I declare. I must be just lucky. Never had a single problem with their support. Matter of fact, I just had the battery not charging issue-it just showed it was on battery and never showed plugged in. So I tried a few things-nothing worked. Called up AW:connected remotely:ran some tests. Then he told me 48 hours and he will give me an answer as to what to do. OK I say. I'll just plug it in and use it on external power for now (usually do anyway). But, the rep called me back today and said they couldn't find a fix by looking at the log and they sent out another unit!!! Freaking crazy!! Just called to let me know. Kinda like what I got now and don't know if I want the "trouble" of a new one.
Anyone know of a fix to try???

 

Sounds like a refurbished system headed to your way.

 

I wouldn't care . I started with an R1 refurb that i bought. They replaced it with another refurb-1st replacement. 2nd replacement was a new R2. So if I get a refurb, I'll live.

 

Still waiting. Have no way to check my specs. Can't figure out how to on the Dell site. Guess I'll wait.

 

Ooops to the above. This was just posted! Anyone translate???

1 225-0536 Alienware M17x Soft-Touch, Stealth Black
1 310-0173 Airborne Documentation, System Exchanges,Factory Install
1 313-8792 AlienFX Color, Quasar Blue
1 317-6115 Intel Core i7 2820QM 2.3GHz (3.4GHz Turbo Mode, 8MB Cache)
1 317-6117 6GB DDR3 at 1333MHz (2DIMMS)
1 318-0396 Slot-Loading Dual Layer Blu-ray Reader (BR-ROM, DVD+-RW, CD-RW)
1 318-0424 Internal High-Definition 5.1 Surround Sound Audio
1 320-1933 17.3-inch WideFHD1920 x 1080 60Hz WLED
1 320-1939 2GB GDDR5 AMD Radeon HD 6970M
1 330-0171 S and P Drop-in-Box Marcom forDHS Notebooks
1 330-6348 Automatic Updates: On
1 331-1347 Alienware M17x 240W A/C Adapter
1 331-1349 Standard Nameplate
1 342-2229 1.5TB Raid 0 (2x 750GB 7,200RPM)
1 410-1883 Adobe Acrobat Reader 9.0 Multi-Language
1 410-9452 McAfee Platinum, 30 Day, MUI
1 420-9691 DataSafe Local BackUp
1 420-9956 Vista PC Restore
1 421-0092 DELL-DOWNLOAD-FLAG
1 421-1400 Genuine Windows 7 Home Premium, 64bit, English
1 421-1721 Soft Contracts Service Hardware Agreement for Alienware
1 421-4541 Roxio Creator Starter,No Media
1 421-4550 Power DVD 9.6, 3D
1 421-4655 Alienware Command Center Software, M17X
1 430-4019 Wireless 802.11 g/n


Looks to me like an R3. But I loooooove my R2! And want the 1920x1200. Anyway to keep that???

EDIT: Think I got it all figured out. R3 is correct. Pretty much maxxed out. Only SSD and Intel 6300 to go.

 

So are you giving up on your R2?

 

Yes. Why not?
But some of the reviews are making me second guess. Build quality-plastic vs. Aluminum-is this true. The smaller-and inch overall-screen. And only 1 GPU-will that really matter?

 

Any one knows if dell still issues R2 replacements?? Dell is replacing my m17x and I'm afraid that i might get a crappy anorexic R3..... If my system was new, they can still issue me a refurbished R2 right???? ""fingers crossed""