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

four weeks! I sure hope they get the system right the first time then as it would be horrible to find out that the cpu, gfx or ram was wrong.

 

My replacement was 1st ordered Feb 22 then cancelled reordered and finally received the notebook May 5.

Hopefully they won't cancel your order, mine was cancelled because they said it was ordered wrong but they couldn't tell me what was ordered wrong.

Now I am waiting for the fan for the 2nd video card that wasn't shipped with my system but so far the system seems to be working.

 

As I mentioned in an earlier post, my system was left in pieces by the Dell technician who damaged my system and couldn't finish the job. When my replacement comes, should I bother putting the computer back together then ship it to Dell, or should I ship it to them the way he left it (in pieces)??

 

Crocs, put it back together. Take photos before you do, just in case.

Dwarf King. Hey it's a brand new system. You could have a refurb in half that amount of time.

Me, I took the new system.

 

Thanks Dan, I will take photos, but do you think I really need them if a 2nd technician came to the house and saw/documented the damage and condition the comp was left in?

P.S. Dan, do you know if every item of the replacement system is going to be ordered seperately??? I know you've been through this so what does my service status indicate to you??? Why wouldn't they order all the parts at once. Status= Parts ordered, EXG..

Part Number Description Quantity

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

 

True words. I was simply caught off guard when I read the 4 weeks.

 

Crocs, on a replacement, I'm not sure how accurate they list everything on the website. On the invoice though, it was all correct. My rep had sent over a list of everything that was going into my system, so that I knew that it was correct. Are you willing to trust the word of a tech who just left things in pieces for their documentation? Chances are, Dell will pass the cost of your replacement over to the repair people. Yes, I'd photograph, everything.

 

Thanks Dan... I will give it a few days and check with the Rep from corporate to ensure what we talked about is what gets put into the system. Just to be clear, the tech who left the comp in pieces isn't the same tech who documented the damage. A 2nd tech came over to do a repair that Dell had failed to cancel and he documented all the damage and condition of the computer b/c he couldn't do the repair. I'm sure he documented it ALL to cover his own [butt] Even though, I will still take photos. Thanks again.

 

it means you're getting a new system. it's really just a placeholder.

call dell now and go over the specs of your new machine. now is the time (before it shows up in the "my orders" in your "my account" page) to argue about specs and what you're going to get. if you wait until the order is processed, you'll have to either cancel your order and start at the end of the queue or do an after the fact exchange.

and do take pics. and then upload them here for us to laugh at...

 

Interesting... When I went to check on my orders, I had to use my name zip and phone to access my orders.. It's not yet in the "my orders" or "my account" yet, but I can view my system configuration by using my order number and customer ID. There are a few mistakes with the order that I would like to have changed... Such as: I was given 6GB of Ram @ 1066mhz when my current system has 6GB @ 1333mhz. Also, I wanted to upgrade to Windows ultimate instead of HP64 bit, and I don't see my TV tuner in the order.. My current system came with a tv tuner.. I don't think these mistakes are enough to cancel the order though.. When I use the order # and customer ID #, the status says "In production", but it's not yet displayed in my account or orders.... Thoughts???

 

yeah, the system exchange is processed by tech support so it first shows up as kind of a parts dispatch in the "my support call status" side of the house. it's an actual order but it doesn't show up on the sales side of the house until all the managers review and sign off on it and it actually gets processed by manufacturing. it's just an artifact of the process of a big company. if it was joe's computers and joe did everything, he'd do all these things at the same time but you have a big company with lots of people with their fingers in the pie (well, your new computer)...

call and see if they can change it. each item has to be the same or better. if you had 1333 ram in the replaced system, you should get 1333 ram in the new system. if you had a tv tuner, you should get a tv tuner. if the replacement system doesn't have a tv tuner as an option and it's important to you, you get a model that does com ewith a tv tuner and you get the tv tuner. those are _their_ rules (well, it's the law) so make them live by them...

 

Crocs, have them fixed, now. Do not accept anything less than what you have today. Specs should always be equal or better.

 

Thanks beelsr and Dan. I agree that they should be fixed, but at the same time, they are upgrading me to the R2. If they really wanted to stick by the rules, I would be getting and R1 with a lesser processor graphics card and screen, so I don't wanna rock the boat too much. Also, my understanding is that it's too late to "change" the order right? I don't want to start from scratch and have to cancel and reoroder again.. It's just gonna delay the process. Also, now that I've thought about it, memory is something I can upgrade and change fairly easily later on. If it were something like the CPU, GPU or screen then I would definitly have them change it. I'll have to think about it since I'm assuming they wouldn't change/cancel the order on a weekend anyway.

If I do decide to cancel, I would like to do some other upgrades to the system then. How would that work? If they won't grant me other upgrades (i.e. Windows Ultimate. Blu Ray Burner insetad of BD- Rom, and 8GB of memory), would they just create a bill and charge me for the upgrades that aren't granted??? Thanks

P.S. Who do I deal with to create a new order?? Since the Tv tuner was "left out" I don't have to cancel and change, I just have to create a new order. Maybe I'll ask them throw in a $25 gaming controller to make up the $ difference in the memory.

 

no no no....

The R1 was broken, that's why you're getting an R2. If they could fix the R1 and make it work, there wouldn't BE an R2... There's no boat rocking here. It's still an M17x - the only reason they're differentiating it is because the R1 hoovered.

Those items can be added on and not affect the order. I just called the TS # and spoke to a guy to get my discrepancies fixed: intel wlan, win7 ultimate. he just shipped e the stuff and i got them before i even got the laptop. You could do the same.

 

Good points.. I will definitely call and get my tv tuner. As for the memory, I'm not going to cancel my order just over frequency. I will however request a gaming controller in place of the memory. Controller is only $25 or so. As for windows ultimate, that was an upgrade that I wanted, but wasn't entitled to. I had Windows 7HP on my original system.. As for contacting TS, I don't know if they're gonna give me the run around. I'm thinking I should wait until tomorrow and contact the rep in the global resolution dept. He is the one who approved my replacement system. The supervisors in AW TS wouldn't give me the R2 so I doubt they're gonna give me the TV tuner, controller or Windows 7 Ultimate.

P.S. Did they just send you the Windows 7 Ultimate disc???

 

Hi. I'm new to this site. I'm going through the same BS with my R1. They're in the process of shipping my R2 as a replacement.

When looking to see why my RAM was a lower frequency, I realized the 1333 was no longer an option for the replacement CPU they chose for me. My R1 had a quad core Q9000 with 1333, they're giving me a dual core i7 620M with 1066. If you go to build ur replacement computer with the same specs they've supplied, you'll probably see that your CPU isn't compatible with 1333.

I've had a hell of a ride getting a replacement computer. I'll be sure to post a full report of the hoops I had to jump through. I was just about to give up on getting a replacement when I read what someone here posted: If you camp long enough with a sniper rifle, everything is possible. I made sure that I wrote down everyone's information(name and ID number), I called to have ANY issue I was having with the PC resolved, I made sure they knew I was aware of the latency problem, and I followed every step they wanted me to...resulting in them running out of answers for trying to "band-aid" my problem. A couple months of waiting, multiple hours on the phone, and a bunch of patience has resulted in a brand new laptop for me.

 

The reason the 1333mhz memory isn't an option for you is because an i7 processor of 720m or higher is required. My replacement computer has the i7 920xm so the 1333mhz is an option, and it does appear if I try to build it. Giving me the 1066mhz was just an error on the part of the rep that put in the order for me, but it's no big deal. I really just want my TV tuner. Anyway, congrats on your new system. I also went through a big run around until I took danp's adivce and went through Dell's global customer resolution dept.

 

You can always request them to send the memory out after the system is shipped and have you return the 1066mhz memory.

 

It took about a week for my replacement to show in the system. Production began 4/11. They say I will be receiving it this week, but that's after a lot of calling etc.

 

Another person waiting a month for a replacement...

 

I must of had a good result,

I'v constantly had many issues with my xps m1710 and nearly lost it with tech support. They offered refund for the finance but choose to upgraded payed a little on top. i820qm 2x4870 2years warrenty. the turnaround from call logged to new new system arriving was 13 days.

Now extreemly happy....

 

Good news I have my order confirmation and it will arrive around the 11th of June(hopefully before ).

 

Hey, that's great news.

 

Is it normal to NOT have an estimated shipping date even though my order is "in production"?

P.S. Danp... +1 rep for all you help.

 

For a replacement system they don't put in the estimate shipping date, I only got an email when mine shipped.

 

Ahhh, thanks... That makes sense.

 

Thanks Croc,

Yeah, mine still says in production without an estimated ship date....I had to call my rep to get the ship date.

Good luck, and let us know how the new system works out for ya.

 

Will do... Out of curiosity, when was your order date??? Also, when you say "your" rep, do you mean the person who put in the order for you. I'm wondering if I should keep contacting the rep from the global resolution dept. with any questions about my order or is there someone else I can contact about common questions I may have?

 

Rep for me is the person in the resolution department. She has been very helpful. My order date was 4/30, and it should have shipped on 5/6. Yeah, I know, I thought that it would've been a miracle in that time frame.

It looks like it will ship Today or Tuesday. Still lightning fast.

 

Wow.. Heck yeah.... That is quick. I can only hope that mine ships that quick... So are you saying that according to your rep the system should have shipped and maybe shipping today or tomorrow, but the online status still says "in production"??? If so, that means I should stop checking online about the status b/c it's not accurate? I've been waiting to see some kind of kitting and/or boxing update.

 

Yes, yes, and yes.

It will only show in production and shipped.

The person that you are working with at the corporate office will have the most up to date information.

 

Well Dan, I took your advice again and have more good news (if all goes as planned).. I just spoke to my rep.. My order was placed 05/06 and I have an estimated shipping date of 05/12... Talk about fast, (again, if this is accurate). He tells me that the system is in the last stages of production and that a service tag has already been issued. He also said that the system can ship out from Dell anytime within the next 4 business days. We'll see how it all goes. Crossing my fingers. Will keep you updated. Thanks again.

 

If you have a service tag, you're done. Should be on time...congrats.

 

This is great news! ... I can't thank you enough for all your advice and quick responses.. Hope all goes smooth with your system as well. Keep me updated.

 

Quick question(s). I have never gotten a replacement before so bare with me.. My R2 replacement has shipped and I took a look at the invoice.. Dell is saying that I am responsible for the full payment unless I return the old system within 10 days.. Now, 1) Am I responsible for paying the return shipping? 2) Are they going to send me a box (I don't have the original) or again, am I going to have to pay to have it properly packed? 3) How will I know where to send it back to? Are they going to send all that information with the replacement system??

P.S. Why does my order say "shipped", but yet there's no tracking number available?

 

Tracking info should appear overnight.

Email your rep, and he will email you the UPS return label.

Also, let him know that you will need a box to return the old one, they should overnight one to you.

 

My M15x arrived with the front right grill being bent inwards very badly and with the color changing light flickering off and on often. My right USB port does not work at all due to the plastic line piece inside missing. I have had a CD stuck in the slot load tray twice now.

After filling out one of the forms online for damaged product twice in a 5 day period, I never received a response, even though I did receive a confirmation email both times. I finally was able to call Alienware tech support on my day off when I could reach them before they closed. The person I spoke with offered to have all the replacement parts needed to fix my laptop overnighted and someone would fix it within 2-3 business days.

Having spent $1800 for this laptop and receiving it with all of these defects, I do not want to keep a system like this and have it opened up and repaired. I am leaving soon for the entire summer and I do not want to encounter any problems whatsoever. I am requesting to return this defective M15x and would like a replacement system with the exact same specs as this one. I did not pay $1800 for a damaged laptop that has already been opened up and had parts replaced on it within the first 15 days of buying it. If all of this has gone wrong now, I am not going to risk waiting to see what else false apart on this M15x. I am not asking for any free hardware upgrades to my system, all I want is one that is new and in perfect condition. I paid $1800 for a brand new system, not one that has been repaired for 4 different things already and could now definitely be considered "refurbished".

Anyways, I have emailed the case owner explaining all of this and how I do not want to keep the system and now it has been 4 days without a response. After 2 days without a response I submitted a US unresolved issue to customer service. Now 4 days later with no response from the unresolved issue department and no response from my case owner...I have submitted ANOTHER unresolved customer service from the link in the main post.

This is the worst service I have had with Dell. The last laptop I ordered did arrive with a dead LCD screen and within a few days they were shipping me out a completely brand new system WITH upgrades...this time I cant even get a RESPONSE....

 

Dell has a return window on new systems. I believe it's between two and three weeks. Send it back to them, then buy one from BestBuy if you're in a hurry. I decided to go with BestBuy when buying my m11x, because you get more for your money. And, if you get their warranty, it's no hassle getting a replacement. Only downfall is you're limited to what your system is built with.

 

wohast,

I agree with Jason, if you are within the 21 day window; return it.

If not, and you have gone the unresolved issues route, without resolution, I would take your case upstairs.

I would compose a clear, concise email detailing all of your issues since receiving your machine, and send it off to [email protected]. Of course it won't go to Mr. Dell, but it will go to the global consumer resolution group who should be able to fix you up in a jiffy. I've found them to be polite, professional and courteous.

Let us know how everything works out for you.

 

They will send you a return label, if not call them and they will email it to you. There shouldn't be any charge for you to return it.

If you don't have the original box you will have to use the box that your new system came in, you want to make sure that it is packed well.

 

you should get an airbill in the mail. they will tell you to ship it in the box the new one came in.

 

I wouldn't recommend following those instructions. I would keep the packaging and request a shipping box from Dell, probably the same box they send you when mailing in a laptop for repair. You should keep the packaging in case you sell it. And besides, the box is too nice to give back!

 

A little history on the headache Dell put me through for a replacement laptop:

m17x problem # 1: Bearing went out in right-side GPU fan. I called Dell, they sent someone out to replace it.

m17x problem #2: After investigating further into the audio stutter issue, I realized that I was experiencing the same issue since delivery. I called Dell again, they kept me on the phone with tech support for 3-4 hours. He remotely tapped into the laptop for software changes. They granted me replacement 4870's to take place of my 280's in SLI

m17x problem #3: The same tech came out to my house. Cards were installed, software was not. Had to re-install OS. After tweeking the software, I realized the palmrest was not installed correctly. Because of this, the rubber screen stopper was not in place, resulting in my LCD to scratch.

m17x problem #4: I called Dell again. Spent another 2-3 hours arguing with them. They finally agreed to take the laptop back for repair. I requested that the software be installed and tested by an in house tech, to make sure the audio stutter issue was put to rest. They sent it back to me without any software modification. Instead, they told me I needed a new hard drive. It made no sense. I believe that was their way around having to put effort into the software.

m17x problem #5: Dell decided they wanted another tech to come out for repair. Again, it made no sense. The tech called me, and I explained to him that he would be "chasing his tail" working on this laptop. He informed me that he was an "escalation tech" and that he could call for a replacement. It took him 5 minutes to call and to put a stop to this BS. This call was placed around 3/25. It took them to 4/11 just to start production of the R2.

m17x problem #6: They originally told me that I'd be recieving the SAME laptop, only brand new. After a few hours of calling to speak with different people, a ton of yelling and screaming, I was told I'd be getting an R2 as a replacement.

This is the bulk of the story, but a lot of small nightmare'ish details are missing. I was super excited when I first bought the laptop. But, Dell quickly sucked the fun out the situation by providing me a machine riddled with issues. I will never buy another Dell product unless from a store. At least this way I'll be able to return a crappy product instead of being taken for a ride by Dell.

 

Question for everyone.. I just received my R2 replacement system today.. Beautiful system, but..... I keep getting an error saying my display driver has stopped working and has recovered. It happens every few mins and the comp keeps freezing and recovering. It's VERY annoying. Anyway, I tried everything.. Uninstalled & reinstalled the driver, updated BIOS etc.. I absolutely DREAD having to call Alienware support, but if I have to... Anticipating they can't get it fixed either and they suggest a GPU replacement, would that be acceptable?? I know under their warranty they are "allowed" to attempt a repair, but I don't want any of their tech's hands on this. It's mint and I want to keep it that way. The only reason I have this replacement system is b/c a Dell tech touch it and RUINED it.. I would not be comfortable with a repair on a "BRAND NEW" replacement system.. That's what the testing phase is for.. So components don't fail 2min after booting up.. So, I'm curious, how would you fine folk handle this and what would be a fair expectation????

 

Kind of scary to know that you have freezing and recoveries.
Anyway my replacement is now shipped and I should soon be able to track it I only hope my replacement will be a stable machine without any nasty issue...

Oh I think the freezing you are talking about is called lock ups, which the R1 system had a lot of issues with(did you allow win 7 to update it self? That would perhaps help or at least I hope that it will help...).

 

When I received my replacement they didn't put in the dual video cards so I had to have a tech come and install them, so you may not have any choice but to let them fix it.

Have you tried doing a fresh install of windows and the drivers?

 

I received my replacement yesterday. Holy cow, this is the way that it should've run in the beginning.

Finally....

 

Do someone ever did a research comparison among the principal manufaturers to know if those kind of absurdities and issues are a common practice among them?
Then a consumer attorney can demand the company for all that worth...
I still remember many years ago a repeting issue with a laptops diskette driver from Toshiba. Finally Toshiba had to pay a lot to the people suffering from Toshiba´s behaviour...

 

Well you better be wrong about this or else I would find myself in a living nightmare by having to go all over this repairing waiting, repairing, waiting and negotiate for refund or replacement once again Besides many peoples machines are working just fine so I am confident that what we are seeing here is just merely a bad incident of statistical cases even though the probability score for that is very low... Man do not even write such a scary thing on a forum like this as that would make all us Alienware fans go psychotic

 

Crocs,

Either you have the luck of the draw, bad GPU or it could still be a driver issue.

I know that you might be slightly inconvenienced, but have you tried reverting back to the factory image?

Might be easier than a ham fisted tech opening your machine....

Let us know the outcome.