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

It might be crappy to you but to the R3 owners its not - lets leave the labeling out of this.

Talk to the rep handling your exchange and let them know you want an R2.

 

You can persuade them into giving you a refurb replacement or just replace the faulty parts as I don't think they make anymore R2. Also, if you're the original purchaser, then they will likely offer you a refund unless you accept R3.

 

Looks like they are pretty much out of R2's on the outlet store. Could be this is your choice..They are keeping with it is maxed out right. If I had to have this one replaced think i would go for a maxed R3. Heck its the newest one and you may just love it.

 

My bad, i did not meant harm to any one, But that's just my opinion on the R3. Is basically a downgrade to what i have right now. I talked to the tech and they refused to send me a new ac adapter because they think is the motherboard, which i think is NOT (plugged in not charging issue i been with this problem for weeks ) Therefore, they said that bla, bla,bla replacement is the most appropriate thing to do.........
I'm back against the wall, i either take a m17 r3 :cry: or a refurbished(which will i really despise and could take quite long since there are no more R2s on the outlet. I really hope that they still make R2 replacements. I will hear from this so called carlos in a few days.

 

They'll have an R2 soon enough as soon as I get my R3 replacement. Wanna wait for mine? Lol! I'm going R3. Somewhat reluctant, but newer hardware, better CPU and GPU (overall) and lighter. Why not, huh?

 

perhaps... lol. The 6970 is clearly a upgrade from you 4870 crossfire set. But i still don't know how the 6970 stacks up against the 5870 crossfire.

Anyways, just called them a few mins ago and they still refused to send me an ac adapter I guess I'm going to have to go along with the flow. How bad can it be.... lower resolution screen, no RGB, no crossfire, cheap plastic.......

 

X-fire not a big issue for me. The RGB, plastic and screen do get on my nerves a little. The RGB is sooooooooo good that anything less just seems 'crappy'. Lower res makes the screen size about an inch smaller-top to bottom-and i like that extra real estate. Don't think I NEED it, but it's nice. And plastic-nough said. The R2 is really sturdy-I mean really sturdy. Just can't see plastic being near as good. Maybe they used carbon fiber and everyone just doesn't realize it!?!?!?!?!

 

The metal on the R2 is really nice, I agree. But that said I did not think I would like the m11x because of the case, well I do it is nice also. I think we worry to much and just need to see how it runs. As far as duel GPU's I have often thought more trouble than they are worth. And one sits idle a lot. Spec wise your getting one HOT machine,enjoy.

 

I agree. And I Will enjoy. They just told me they are including an Intel 6300 card as well. Benefits???? Of that card vs. the regular/stock?

 

Okay, I'm really cheezed off.

For more details here is my replacement thread that got closed due to morons engaging in yet another R2/R3 debate. The short version is that earlier in the week I was issued a replacement for the m17x-R2 in my sig. There are some small issues (detailed in the thread) mainly to do with price difference between the two machines but the good news was that I was getting a new system, it was in production and would likely be in my hands in about 2 weeks from last Monday.

Then I log in this morning to see the order was canceled. Called up just now and apparently the mysterious replacement part for my original machine showed up and now it's being packed up and sent back to me. The rep had no idea what parts were replaced or upgraded and that a letter would be sent to me with those details. I'm supposed to email him tomorrow for a tracking number.

I've now been without my laptop since the end of January. A tech busted the thing trying to replace a Blu-ray drive.

Ugh. I guess the best I can do now is wait for it to get here and see what they did to it. Then react.

 

Boo! Sorry dude. You can request to replace compnents yourself, or watch the tech like a hawk. I did. But I have a great tech so no need to anymore.

 

Just FYI, all LCD's are "RGB" there are only two types of colors, CMYK, and RGB.

CMYK is not used on ANY kind of monitor, all monitors are RGB however the fact that RGB-LED-LCD is being used is EXTREMELY confusing to people when talking about the panels they use.

 

Ahh! So I have an RGB coming-it's just the backlight that is CCFL vs. LED-which is what I thought. Which will also explain the 'dimmer' display. Now, are the LED backlights 1 color-like the CCFL-or 3 for red, green, and blue?

 

Hey guys, I wanted to get some advice if possible. I know my situation isnt as severe as others or as critical but before I go further I wanted to ask you guys first to help me out with my situation, so here goes:


I received my M15x as a refurb at the very end of Oct via DaneGRClose in the US and he shipped it out to me here in UK, and I Transferred the warranty. It came with 1yr NBD warranty. Specs in Sig.

Sometime in Mid December I lent my laptop to my brother and cousins over the weekend and when I received it back on Monday I noticed the charger felt slightly loose in the charger port. It wasnt very noticeable at first so paid no attention but over time it started to get worse to the point that my charger wasnt charger properly, my laptop would show that the charger is plugged in/unplugged continuously every second and then I got tired of it and started to hold the charger plug in by holding it at a certain angle so when it really became unbearable I gave a call to Tech Support around end of January and told them my story and after a long time of convincing them they agreed to change my motherboard and AC adapter both.


Unfortunately I wasnt home at the time of the repair so my brother signed for it as everything is working fine. I came home, still had the same problem not as extreme as it was right before the repair but still there, so I left it but after 1 week it was in the same condition and I called up Dell tech and they're telling me that how is it that there is a problem when the repair was signed for as being okay'd. So I asked to have another mobo replacement and they said we cant send out another tech for the same problem twice, what you have to do is send it into the depot, if we find the fault to be user created or you've done something for the reason the problem is occurring then you will have to pay for the repair otherwise we will try to fix it.


I stood my ground and said if I wanted it to be sent to a depot I would of had collect and return warranty and the reason I got NBD is so I wouldn't HAVe to send it in. He said if you want it fixed send it to the depot otherwise we can't do anything. I ask for a temporary replacement In the meantime while it gets fixed since this is my work laptop and I'm being and will be held back on work and could affect my job. He said he can't do that then went to confirm it with his supervisor just to make sure but they said it's not possible so I told him ill think about it and call back later. A month and a half later it's now becoming literally unbearable, can't do any work or play games or even watch movies cuz my laptop gets real slow without the charger. I Want to call them tomorrow or sometime this week so I need advice on what I should say or do, any and all advice is appreciated.
P.s thi was all typed in a 4-5 min time frame on my iPod touch so please excuse any grammar mistakes, thanks!
Edit: here is the post I made in the M15x forums I made a video ad well which is a few posts down. The video is a few weeks old so the current condition is way worse than what the video shows
http://forum.notebookreview.com/alienware-m15x/557546-charger-jack-loose.html

 

If it is till under warranty send off and email to Corp..and see what they say. If they say send it in you have no choice.Thats what happens when you let others make decisions for you. You end up with their mistakes.

 

Yeah that's true but the NBD warranty should count for something right? Plus I really don't have any laptop to use for work in the meantime and after all the depot horror stories I'm trying to avoid sending it in.

 

I understand and you are right NBD is your warranty, but they feel they have tried to repair it and they fixed the problem. Since it was signed off as fixed now they want to see it ( red flag kind of thing) and I am sure is their right.
Like I posted shoot an email off and hope for the best if not you'll have to send it in. As in my job if my gear brakes down have to go rent some insurance, could care less I use it for work. Unless I have work replacement coverage, which I do.

 

Call me abit of a blonde but where would I find corp emails, I'm not asking anyone to post them here in the open or if they've been posted in the thread already then let me know I havent gotten around to going thru all the pages yet, I just barely started with the first few

 

Internet search for Mr. Dell's e-mail. You'll find it. It won't go to him, but someone will get it and get ahold of you.
Last resort though, IMO.

 

Okay, I have my phone call to try and get a full refund tomorrow. Luckily, I can do it at work so I should be in the right frame of mind.

 

Raystar sent you a PM..

 

looking over the last several posts, I'm seeing quite a few - "email corp and they'll fix it"...

Folks, give the support process a chance before just 'emailing corp'. If you are hitting a brick wall with phone support, ask for a supervisor. If still at a standstill, try the suggestions I laid out in post 1 of this thread.

Give them a chance to get it resolved before screaming at the top.

 

^^^What he said. I, only once had to go higher than the phone reps. It may be aggravating, but usually they handle it.

 

Quite a few issues with the r3 - on hold for a replacement system.

Can I expect the same specs down to the nameplate?
Can I expect it to be new?
How long does it usually take people to get the replacement system?
Are they cross shipped?

EDIT: Just called... Same specs, same nameplate, brand new, I get it in 7-10 days guaranteed and its shipped via next business day.

...Why does that seem so easy to do? I feel like something is going to go horribly wrong after seeing some of the stories around here.

 

Most of the time the replacement systems work pretty well, especially since you're getting an R3 replacement chances are since it's such a new system it will be new and not a refurb. The only time i had trouble with my replacements was when they were refurbs, but my r2 that i have now is a new system and it works perfectly fine.
The only thing I would check is the online order status once they list the specs, just because the CSR tells you you're getting similar (or better) specs doesn't mean that they'll actually include them in your system. They sometimes say one thing and the system ends up getting built with different components.

 

Ahh, someone with some experience

How long until I get an order status tracking or something? She said I'd get an email soon to track it (I don't really care about that as much as the spec list..)
Also yeah I know that what the CSR says isn't always true.. But if it isn't I have "ammo" to complain with and possibly get it resolved or fixed.

 

Pffft! My order was placed on the 8th. Still no tracking info. Sorry to dampen your spirits, but they are obviously backed up on the R3's.

 

I meant ORDER tracking. I believe in the order # it will say what parts are being built.

Shipping tracking I can wait on.

 

Oh. My parts were posted the day after. Placed the 8th, posted the 9th. Hope you see them soon. Keep us all updated, as I'm sure you will.

 

Thank You alienwolf much appreciated, I'll keep a hold of that as a last resort if the suggestions by BatBoy dont work out, and thanks BatBoy for pointing that out to me

EDIT: I'll hopefully be calling them tomorrow just wanted to know a few things: 1-In my perception the case was unsolved and its been around a month or so since my last call would they've closed the case? When I had a memory failure back in Dec I called back and didnt get anywhere and they called me back but wernt able to reach me so closed the case when I called again for the same problem a week later the rep told me the case was closed but since my problem was related to my previous case he just re-opened the case.

I'm hoping that if I call again regarding the same problem I'll be able to have both calls on the case so it would help to further escalate my case if things dont go well, hopefully everything will be sorted out tomorrow, If not then I'll be sure to update my issue and see how it goes with the unresolved issues after tomorrow if it doesnt get solved

 

I have been told by several reps that they keep all contact on file for future info. When ever I have called and said I called before about a problem they still hard it on file.

 

Got a call over the phone:

THE BAD: They aren't going to refund me $200 I originally asked for because I wasn't returning earlier today (Before all this replacement stuff). I got a call from the girl's supervisor around 8PM.

THE GOOD: Everything in the spec list checks out except my warranty is missing. I guess it'll transfer over? NBD shipping is included too but no EDD.

THE QUESTION: ...Seems like a really morally bad idea but you think I could get the $200 I was promised earlier today BACK if I "wanted to return" when I got the replacement?

Also... Them taking the $200 that was promised. If this new replacement isn't in PRIME condition and it is delivered within the 10 days promised I'm going to have to start questioning the thinking of this system.. The supervisor said "No no sir we can only do this if you are not returning the item" I replied "but I'm not returning it. I'm asking for a replacement for my flawed system" and he said "I will continue to monitor this situation thankyou for choosing Dell"

I sort of gave up after that because of the noise around me (hard to hear what he was saying on a crappy cellphone) and the language barrier.

 

Looks like I'm getting a full refund on my machine.

Now the question is do I wait for the monster M18x or just get an R3 now.

 

I'm trying to decide with going for a 4 year advanced warranty(hardware fault and accidental damage) or a 4 year premium warranty. Now in Uk there is the hardware and an accidental warranty which I take it does the same job as the advanced for US.

What do you get with premium then?

 

A dispatch was created to replace 5870 gpu and the lcd.
Its been a week and still there is no update.
Does it take that long or they are out of parts?

 

Took about 5 days for the Tech to call me he had to get the part a 5870. Canceled his coming because Dell decided to replace the unit at the last second. And did not want to repair it. One GPU still worked so it was ok to wait.

 

I can wait for the tech but the parts has not been shipped yet.
So, a week for parts and one more week for the tech while having next business day support..
lol

 

Wow.

I'm in the process of getting a refund for my machine and the rep helping me has no idea where the laptop is. He thought that I had it but it was never returned to me from the repair depot. Although they did ship me the hard drive recently. Which is odd.

This is not a complaint cuz I'm really pleased with the outcome so far but it's a little disturbing that the company wasn't aware that the machine wasn't in my possession.

 

I'm pretty sure half of the company doesn't know what the other half is doing... Same sort of thing happened with my R3 when I ordered it.

 

I'm absolutely positive at this point!

Heh.

 

Just found out mine has shipped and has an EDD of 3/21. Woot!!!

 

Update on my case: Its still open I've been calling back everyday twice for the past 3 days, trying to get a hold of a Supervisor to talk about getting a temp replacement laptop since they cant authorize something like that. But whenever I call I'm told that either the Supervisor is out, has left, is busy and is in the process of reviewing my case and will call me when he gets time so it went from later on today, to this afternoon, to tomorrow and tomorrow and now monday or sometime later next week.

I really want to stand my ground for me having NBD warranty but they arent convinced and wont do anything about it, and on top of that they're saying if they find the laptop to be faulty due to my intentional mis-use or something then Ill be charged for the repair. I finally asked them where they're based and they told me Czech Slovakia is where they are based and are the tech support for all of UK and Europe basically, any more tips guys

 

Question---I have an old R1 screen (1920x1200) just sitting around. Can I use it on the R2??? I ask bc I sold it on ebay and the guy that bought it said it was bad. Now, he could be right, but I KNOW it worked prior to shipping and would like to check it my self before I have to send the R2 back (R3 replacement coming. Any ideas???

 

Mm.. Are you talking about replacing that screen with your current R2's? That's abusing the warranty.

 

Oh, Anodize! No. Never. Dell /AW have been very good to me especially concerning the warranty. I just want to know if I can test it out on the R2 Before I have to send it back. Didn't think the R3 would stand a chance of fitting it. That way if the screen it still good, I can sell it. And I'd hate to short something and break it all. That's all.

 

Yes, the R1 screen can be used on the R2. Please use the owner's lounge thread for this subject. Thanks.

 

New issue with my replacement:

http://forum.notebookreview.com/alienware-m17x/563774-what-freaking-joke.html

Heres the jist of it

Any ideas/suggestions/opinions/advice?

Also just for kicks here are my system issues:

Dead pixels in multiple areas
Mis-aligned screen
Mesh links in speakers broken
PLASTIC WRAPPING Inside my heatsink causing it to overheat
Entire system rattles when typing like something is broken
Keyboard came mis-placed and I had to disassemble to re-align so it'd be flush with the system

Performs well, though but thats the only thing I really like about it at this point.

 

Call DFS as they will hold the paper, explain to them and ask them to cancel the order. I have done this before through them and they were nice and canceled the order and freed up the credit so I could replace my order with out having to wait for a refund. It may work for you worth a try.

 

This is a great idea considering they treat new customers better than existing ones. It might just be faster to return this one and buy from the start... I'm going to give it until Thursday and see if I get an order number... If I do I'm going to have to make absolutely-positively sure I get the new CPU I was promised. No more "broken promises"

If I don't get the new CPU or tracking I'll be returning.

 

Does anyone have a dispatch on hold?
A dispatch was created to replace 5870 crossfire and lcd but its on hold from 2 weeks.
When I called Dell, they said they are short on parts and it will be shipped after it becomes available.
When I went to outlet, I couldn't see a single 17X R2...
So, any suggestions?