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

I am so unbelievably sick of the language barrier between support and me. Half of the time they just mumble something and I get half of it.

After 3 minutes of silence I said "so, do you see an order number" she says "yes I am looking at stages credit alert"

I said "Okay, can I have the order number"

"Yes I am second credit...."

This is starting to get disgusting, I hate to say it but the Costa Rica / Indian support SUCKS. Sure, they're nice but they MUMBLE AND DON'T SPEAK CLEARLY. It was such a breath of fresh air when I called Origin PC (Ironically started by old Alienware....) and spoke to an AMERICAN after pressing ONE BUTTON for "Sales"

Now shes saying she isn't seeing anything about an upgraded processor as promised and she isn't even seeing it built yet... I asked her how long it takes and she said "3 weeks" and mumbled about shipping and building.

I think right after I get off the phone I'm going to call Origin PC for a quote and do some research on the Clevos they sell.

 

I am knowing what mean you. At time frustrated I get when they talk to me, yes? Sometimes can not you just hang phone and call support later. I wanting to slam phone and say words of dirty.

But, they still are very good alot of the time. Remember-they have a job and are trying their best to perform. What language have you learned???

 

Third replacement just went into production.

No EDD, again.
The CPU I was told was out of stock is back on the system.
The 2820QM I was promised is not in the build list.

I'm almost afraid to call and complain I'm not getting my $200 "Free upgrade" but I am so afraid if I prod them with ANYTHING they'll just screw something up again... What do you think, should I call and complain? After all this waiting I'm going to be PISSED if I see a single dead pixel or flaw in my system.

 

Yeah, it is very hard to hear what nearly all the reps are saying. The guy I've spoken to a few times who's handling my refund sounds like he's talking through a cup into a cellphone going through a wind tunnel. I'm constantly asking him to repeat himself and I still only get about half of it.

 

Between their pronunciation, English not being their first language, background noise and whatever crappy phones / headsets they use its hard to talk and explain your issue.. I don't mind going through 2-3 reps but yesterday when I had gotten transferred 300 times and had to say the same thing over to these people I nearly lost it.

I think I'll stick with the 2720 and see if it actually ships this time and THEN complain after and see if they can either send a 2820qm out or just give me money back.. I'm not looking to delay getting a replacement anymore.

I have a limited amount of money to spend and I can't spend it.. I need a laptop cooler (Well, want. It'll be quieter and better than my solution of holding the laptop up by two thin foam strips on the side allowing more airflow) but I can't spend the money until I am absolutely sure I am sticking with Alienware.

PLEASE Quality control gods... PLEASE Let me get a good r3!

 

This is turning into a sad thread, I do not see how any of this helps anyone get a replacement or refund. Most of these Tech's and Rep's work very hard to help with in the guide lines of Dell. If you don't understand someone explain your having a hard time understanding them and they will speak slowly. No need to bash people just trying to do a job, you need to chill a little or your going to find problems where there are none. These people are not out to screw you, they really would like you happy believe it or not.

 

^^^^^+1!!!!!!!!

 

I work in customer service and know EXACTLY what its like to have a pissed off customer.

I'm not mad at the people, I'm mad at Dell's choice of using them.. The equipment they are provided.. the improper communication and training and the complete lack of knowledge. That isn't their fault.

I always try to stress >to them< whenever I'm complaining about something that it ISN'T THEIR FAULT and I know that.

Please don't confuse me complaining about the company's improper handling of a replacement system as me complaining about the company's hired employees.

 

No one is bashing anyone. It's simply a fact that communication is an issue with many of the reps from Dell & Alienware.

 

OK. Just didn't know if you were 'picking' on the people. Yes, I also wish they had some better language barrier support.

Points well taken.

 

I guess I will continue my repair issues on this thread - thank you BatBoy! Katalin 2003 & steviejones 133 I hope you followed me here The latest repair summary is the same as on the M17z thread -- so this looks like it's shaping up to be a good refurb system? From what I can see it is not looking like I will be getting brand new, but from what I get from you all it seems like i am getting a pretty good R3 - yes? Please post your opinions and I will repost my repair summary and any updates on here - Thank you all for your help! By the way katalin 2003 they haven't sent me any more specs -- I am hoping they are yet to come!!

Here is my summary as of 3/28 @ 7:09pm EST:

Service Tag: *******
System Type: Alienware Laptop M17x
Ship Date: 10/23/2009
Dell IBU: Americas
Service Call Summary
Description: ESCALATION: CUSTOMER
Service Call Number: *********
Initiation Date: 3/25/2011
Last Updated: 3/28/2011 3:01:00 PM
Call Status: PARTS ORDERED
Call Type: EXG
Service Ship Date: Not available

There is no shipping information associated with this Service Call at this time.

Parts information pertaining to this Service Call
Part Number Description Quantity
225-0536 AW M17xR3 Soft-Touch, Stealth Black 00001
310-0173 AIRBORNE DOCUMENTATION, SYSTEM BOARD..., FACT 00001

 

I just received more info on the refurb that I am getting to replace my old system -- seems like I am getting everything the same - NO UPGRADES. This is the response I was sent by my Tech:

Specs are the same as the 74w4k1:



Card, Graphics, GTX, 280M

Card, Graphics, GTX, 280M, Mobile Pci Express Module, Cable (secondary)

Dual In-line Memory Module 4GB, 1066MHZ, 512X64, 8, 200

Hard Drive, 500GB, Free Fall Sensor, 7.2K, 2.5, SGT-HOLL

Processor, T9800, 2.93, 6MB, Core Penryn, 35W, E0

Card, Wireless, Half Mini-Card AW1510, 4322, United States

Card, Wireless, Bluetooth, 370 FXCN, 5DB, No Bios

Dvd+/-Rw And Bd-Rom, 4X, 12.7, Serial Ata, Hitachi Lg Data Storage


I originally had 8GB ddr and it seems like they are sending me 4gb? If someone knows how to read these specs -- plz help! Thanks!!

 

Kind of confusing because your first post shows you are getting a new R3. May be they are sending you both systems?

 

I would go by the Service Call EXG post on your account. That is what you will be receiving. And It looks like since it is IBU Americas it will be a new build. The IBU will put it together and the Americas means it was built for South America sales. They will put a English keyboard and prep it for you. The spec's will be based on your old ones and made equal to the spec's of the R3. You will get a full spec list on your order page from IBU in a few days once they have all the parts. Oh and IBU means Independent Build Unit. Hope this helps ease your concerns.

 

Yes the other specs are the ones my Tech sent me, not what Dell sent me so I don't know what to believe. I so hope you all are correct and it does seem weird that it says R3 and the then other specs I have are for the older system. Do you think I will be getting more info about the build before they send it to me?? Thank you guys for all of your help!!

 

As I said you will get a order post as soon as the Build Unit has all the parts ready. They won't know until they do, your Rep has no clue as to what they are doing so he just posts what you had as equal or better. Take a breath all will work out I have had 5 replacements and all were new builds so I see what they are doing and you are OK.
Description: ESCALATION: CUSTOMER..tells me Corp is over seeing your new order so just hang in there you should know in a few days.

 

Alienwolf - thanks for all of your help and reassurance -- I will post when I get more info on the build. =)

 

Say you get 4 years warranty and the 4 years are soon gone.



After 4 years are we able to buy more years of warranty for the product?

 

I would think you have to purchase the warranty before the original one expires

 

I do not believe you can purchase past that. Most companies have a max limit on warranty. Best to buy as much as you can up front its cheaper.

 

That was what I wanted to know.


I'm planning to get the max warranty.

 

UPATE: So, I sent my M15x in after failing to persuade the AW rep to have an in-home repair done, but they wanted to make sure since I still have the same problem even after the mobo was replaced so I had the laptop picked up on Monday to be taken to their depot service centre.

Got a call today, my loose charger port problem requires a MOBO replacement which is an out of warranty cost. I have NBD 1yr Warranty but according to the Supervisor even this warranty is a limited warranty and since its not a problem caused by the computer itself its not covered under warranty and mobo replacements are not covered. I asked why was my mobo replaced 3 weeks ago, I was never told of this before when I was to get my motherboard replaced, according to AW, the mobo replacement done 3 weeks ago was a good will gesture by the TECH, since I was a Dell customer but I cant expect such things to happen everytime. They want me to pay £320 to have the laptop shipped back to me and the mobo to do the repair myself or £380 to have Dell techs to do the replacement for me excluding VAT.
I really dont know what to do, and I'm stuck as to what steps I should take or what I should say to them. Ive already told them I've had several AW and Dell system's before with same warranty services without have COMPLETE care and I was covered and had sever mobo replacements on previous system before. They said that the techs refuse to fix it unless I cash out money for the repair to be done, and they arent shipping it back to me.
I really really need help and I'm clueless as to what I should be doing Is it time to contact
EDIT: Oddly enough I wasnt talking to me usual Russian AW team rather it was an Indian rep and Supervisor.
Is this the time I should email corp or still hold off and take other steps before doing so? would this be a good time to email the unresolved Issues team??

 

Let me get this right, the repair tech's are saying the power port is customer abuse? If so they will be hard to convince other wise. I would escalate by sending an email to dell asking for a higher decision. As far as not sending it back, well I'd get into some one's face on that. I had a HP that they refused to repair under warranty and they had to return it. This is a tuff one.

 

Yeah, I tried convincing them every way that it wasnt customer abuse, I did by a refurbished system and when I received the laptop it was slightly use but not a huge deal and I didnt call in until it was severe, and he was saying it has to be your fault since we already fixed the problem and it still contiues to be there, its impossible for such a thing to happen. but he said let me read your last repair notes...the repair tech has written that as a goodwill gesture I will replace the mobo. I told him I dont have that kind of money since I'm dependant on the laptop as my only way of earning a living since this is my work laptop and I havent had a properly usable laptop for the past two weeks, so no work plus I'm a student and he said okay we dont do this often but what I can do is give you 15% off for a total of 338 without VAT. I bought an AW for the warranty and they're not accepting the fault under the warranty? This is the first time I've heard that mobo repairs are not covered under NBD warranty, they said thats only available in complete care.

 

All I can say is that I'd be very upset if I were in your position. Ignoring the fact about an under warranty mobo replacement, the fact that they refuse to return the laptop back to you is beyond belief.

 

Well I sent off my M17x 4 days ago to the Depot in Texas to replace LCD and also overheating issues with the GPUs and CPU... Keep in mind I sent it off before I read this thread =( Anyway its been 4 days since they received it and I don't have a service tag for it cause its an older M17x and I cant see service updates =( but upon reading most of this thread I called yesterday and talked to a Tech Support Manager.. He said he would escalate it (I'm leaving overseas for 1 month in about 12 days time) and gave me his personal email in-case I had any further concerns and said he would email me with updates.. I asked since my system is pretty old what are the chances they would have the parts for it.. He said straight up probably slim but ill cross my fingers? lol.. He said if they cant get the parts cause there back-ordered or what not that they would replace my system with a newer one but would take upto 3 weeks... My question is this.. I paid close to $7,000 for my M17x.. If they replaced it with a new R3 would they refund me the difference since I know none of there R3s cost $6800 even maxed... Here are my current specs btw..


1 | AREA-51 M17X
1 | AREA-51 M17X 17" WUXGA W/CAM BLK-RIP-PNT R1
1 | AREA-51 M17X ACCESSORY SET BLACK-PNT
1 | CPEN,INTEL X9000 CPU,2800/800,6M,FCPGA6 SCREENED
2 | ELPIDA 2GB DDR2 PC2-5300 SO-DIMM 667MHZ Y9540
2 | M17X NVIDIA 8800M-GTX 512MB (MASTER) R1 (Replaced by Alienware with 2 | M17X / M15X NVIDIA 9800M-GT2 512MB FOX

1 | M17X SLI CABLE GTX (NB8EGTX-ONLY)
1 | M17X PRIMARY 12 CELL BATTERY-ACCESS
1 | M17X PRIMARY 230W AC ADAPTER-ACCESS
1 | M17X ALIENFX KEYBOARD
1 | AVERMEDIA MINI CARD TV TUNER-ATSC
1 | M17X MINI CARD TV TUNER ADAPTER CABLE
1 | SAMSUNG 500GB 5400RPM SATA HDD
1 | PANASONIC BLU RAY 2X DVD+/-RW
1 | INTEL ROBSON 1GB PCI-E MINI-CARD
1 | INTEL PRO WIRELESS 4965 A/B/G DRAFT-N MINI-CARD
1 | INTEL MOBILE INTEGRATED HIGH-DEFINITION AUDIO
1 | VISTA ULTIMATE COA 32 BIT
1 | ALIENRESPAWN V2.0 FACTORY INSTALL
1 | COMMAND CENTER FOR M17X
1 | CYBERLINK YOUCAM WEBCAM APPLICATION
1 | NERO 7 R5.9 DL
1 | CYBERLINK POWERDVD BD 7.3 8CH BUILD
1 | ALIENWARE DIGITAL DOWNLOAD STORE
1 | NVIDIA SLI TECHNOLOGY CONFIGURATION
1 | M17X PRIMARY AC ADAPTER POWER CORD (US)-ACCESS
1 | OWNER IDENTIFICATION CARD
1 | ELC BLUE MOBILES
1 | 1-YR 24/7 WARRANTY (NO CHARGE)
1 | ON-SITE WARRANTY
1 | SYSTEM PERSONALIZATION
1 | AVATAR: ALIENHEAD 3D
1 | WINDOW STYLE: DEFAULT
1 | MOUSE POINTERS: STANDARD
1 | WALLPAPER: ALIENHEAD 3D (WIDESCREEN)
1 | POWER PLAN: DEFAULT
1 | AUTOMATIC UPDATES: ON
1 | SIDEBAR GADGET: CALENDAR
1 | RSS FEED: ALIENWARE NEWS
1 | TIME ZONE: EASTERN
1 | PERIPHERALS
1 | M15X/M17X BLUETOOTH REMOTE CONTROL
1 | M17X ADD SMARTBAY HD 500GB 5400RPM-BLACK
1 | SEAGATE 500GB FREE AGENT EXTERNAL DRIVE
1 | MOGO MOUSE X54
1 | ALIENWARE MOUSEPAD
1 | VISTA ULTIMATE 32BIT SP1 X86 REC DVD 3.0
1 | F17 - AREA-51 M17X SUPPORT CD
1 | NERO 7 R5.9
1 | ALIENWARE MOBILE BINDER VISTA
1 | AW NAME PLATE FOR NOTE BOOKS
1 | ALIENWARE PROTECTIVE CLOTH SLEEVE M17X
1 | AREA-51 M17X C PANEL OVERLAY - QUICK GUIDE
1 | M1X SERIES MOBILE TOUCH PAD
1 | LOGITECH V20 NOTEBOOK SPEAKERS
1 | SAITEK P2900 ANALOG WIRELESS GAMEPADUSB
2 | ALIENWARE ORION BACKPACK
1 | ALIENWARE MESH CAP
1 | ALIENWARE STICKER 2
1 | Marketing Discounts

 

I doubt they'd refund you for the difference? You used it all this time.

 

Well I travel a lot and have had problems with it since I got it.. I have only had service repair on it once that's when the GPUs died but have had the techs remotely login and such many times before... I travel a lot overseas and stuff so I don't have time or even a address to give them so I dealt with a lot of the issues till finally the CPU and the GPU are now overheating.. I explained I needed the system back before April 20th cause I'm due in Germany then North Africa and the condo I'm at now i just temp till the 20th.. So if they don't refund me the difference would it be safe to assume Id get a maxed out R3 or R2?

 

They will give you a system of equal or better spec's.. the purchase price has no bearing on the replacement process.
You most likely would receive a maxed out or close to it system. But remember there is nothing in your warrany about a refund for any difference. If anything your system is old tech now and one could say not worth much. So your chances of a R3 is pretty good. The only problem is your time frame, you will have to find some one to take the unit when it is shipped and will take several weeks to build. Again that is not Dell's fault you have to leave the country. The only option you have is to get resolution and in writing, and follow up on replacement when you get back. Good Luck.

 

This is exactly why I say never, ever send anything to the depot. They are the worst bunch of crackpots ever. Go ahead and email corp now, this is BS.

 

Just as I finished my email yesterday afternoon and was about to press send my doorbell rang and the laptop came lulz guess they fixed the problem anyways, since thats whats written on the repair sheet...the charger now sits in snuggly and doesnt comes out as easily as it did before but theres still quite a bit of wiggle room but im content with the condition, since I dont want to go through another headache.

 

Update: Well My M17x is on it's way to me -- I want to see if it is actually a refurb or a brand new system(all my old specs, and possibly an upgrade here or there ). One question: how will I be able to tell if it is indeed a refurb. Any help on this would be appreciated. Thanks!

 

There should be sticker on the bottom of it designating it as refurbished.

 

Update: M17x is on it's way to me!

After all of this hassle & 2 weeks waiting for it , I do hope it's a new system. I checked Fedex and it's coming from Elk Grove Illinois. I have my fingers crossed that this laptop works and is not another lemon

 

I hope it is the R3 you want, funny nothing was ever posted on your account page. Thats where it should of been put for your review.

 

Nope nothing was posted -- I checked the page earlier and all that was there was what I posted earlier and the update was that it was shipped via Fedex and it gave me a ref #. No specs at all -- I am hoping that this one works or I will be contacting upper management and others to get this resolved. This is the support history:

System Summary
Service Tag: *******
System Type: Alienware Laptop M17x
Ship Date: 10/23/2009
Country: United States
Service Call Summary
Description: ESCALATION: CUSTOMER
Service Call Number: *********
Initiation Date: 3/25/2011
Last Updated: 3/28/2011 3:01:00 PM
Call Status: PARTS ORDERED
Call Type: EXG
Service Ship Date: 4/11/2011 12:00:00 AM

Shipping information pertaining to this Service Call
Airbill Number Ship Date Carrier
************ 4/11/2011 12:00:00 AM Standard Overnight FedEx

Parts information pertaining to this Service Call
Part Number Description Quantity
225-0536 AW M17xR3 Soft-Touch, Stealth Black 00001
310-0173 AIRBORNE DOCUMENTATION, SYSTEM BOARD..., FACT 00001

 

Was the system bought used by someone else?

 

no - I am the original owner -- if you read the other posts I have done so far you will see what is going on with my M17x

 

I really feel from what little info you have gotten, it is a R3 they are sending you. Please post as soon as you receive it.

 

It is on the truck as we speak -- will definitely post when I get it. How can you tell if it is indeed an R3 - I have no idea - LOL

 

Well I received the laptop last night and it looks like I got a new R3! No red sticker on the bottom and I got all the gear that comes with a new build i.e: the mouse pad, hat, etc. Everything looks good except for the fact that they didn't send me a form to fill out to send the old one back. All I received as far a paperwork was the packing slip with the laptop info and the to and from adresses. I see nothing that looks like it should be filled out and no Fedex return label. I wrote my tech back and asked him -- need this info soon as I have to return the defective laptop within 10 days. If anyone else had/has this problem, what did they do? HELP!!

 

Gratz.. on the R3 told you, haha. Yes had that problem just call Dell customer service and they will email you a sticker NP. Happens all the time. Well come on post your spec's we have been waiting for them.

 

They can email you a return waybill for the system. You will just need to print it out and attach it to the same box the new one came in or something similar. Just contact your tech repeatedly until he provides one or call back in to get to another tech.

 

Hello,
I am from the Dell Social Outreach Services Group handling Customer Queries through Face Book, Twitter and blogs across the Globe. I am really sorry for the issue you are facing.Kindly reach us at @dellcares or Connect with Dell on Facebook | Dell with the service tag.
Regards-Tulsi

 

here are the specs -- sorry it took so long but I am in the last week of school -- busy as heck - LOL



Intel® Core™ i7 2630QM 2.0GHz (2.8GHz Turbo Mode, 6MB Cache)

OPERATING SYSTEM Genuine Windows® 7 Home Premium, 64bit

MEMORY 8GB Dual Channel DDR3 at 1333MHz (4DIMMS)

VIDEO CARD 2GB GDDR5 AMD Radeon™ HD 6970M

HARD DRIVE 750GB 7,200RPM HDD

LCD PANEL 17.3-inch WideFHD 1920 x 1080 60Hz WLED

WIRELESS CARD Wireless 802.11 g/n

INTERNAL OPTICAL DRIVE Slot-Loading Dual Layer Blu-ray Reader (BR-ROM, DVD+-RW, CD-RW)


SYSTEM COLOR Alienware M17x, Soft Touch Stealth Black

ALIENFX COLOR Mars Red

OS CUSTOMIZATION Alienhead 3D

PRE-INSTALLED GAMES Steam and Portal™ Factory Installed

PRE-INSTALLED GAMES World of Warcraft Preinstall Edition





OFFICE SOFTWARE Microsoft® Office Home and Student 2010

SECURITY SOFTWARE McAfee® Security Center – 36-Months

POWER PROTECTION 240 Watt 3 Prong AC Adapter with 6 ft Power Cord

Adobe Reader Acrobat SW Adobe Acrobat Reader

AUTOMATIC UPDATES Automatic Updates: On

NAMEPLATE Standard Nameplate

SOUND OPTIONS Internal High-Definition 5.1 Surround Sound Audio

POWER ADAPTERS Alienware M17x 240W A/C Adapter

 

I am SOOO Paranoid with my m17x now -_-

I have an R2 with accidental warranty. Before I was like... ok coffee oh noes!

Now im like... coffee? GTFO!!!

I DONT want an R3 replacement :|

Like... srsly... I have 2 harddrives and 2 Graphics cards? If something does happen and I dont get a m18x

 

Since the M18x isn't out yet they can't use it to replace anything. That said, when it is actually released it will be the new M17x-R2 and that is what you'll get if yours needs to be replaced. I have personal experience in this area.

 

Just received another m11x R2 soft touch black I5 in perfect shape. Except for 1 little thing, ordered it with bluetooth has no bluetooth. Called tech support and he said have to send a repair tech with part to install it. I said no not on a bran new machine. He informed me to return for a refund. I then called sales and they agreed to send NBD the BL365 to me and I can install it. Do not want little fingers in it except for mine. Over clocked it and got my win score on the cpu from 5.4 to 6.1 really like this one very stable. Also got the gpu over clocked with MSI afterburner very smooth.

 

Well people I just got offered a full refund for my m17 legacy system which has been sent out 3 times due to overheating... Problem is they want to refund to my OLD card that I bought the system with.. I no longer bank with this bank and therefore no longer have an account with them... I stated this to the executive support team rep and he said that the policy is that they refund to the orginal card and thats it period.. I asked if I can get a check mailed to me instead and he said no has to be to the orginal card due to the "fruad policy" and if I dont bank with that bank anymore that the bank will issue me a check once alienware sends the refund to the card (This is not true, The bank will just kick back the refund stating no such account holder since I no longer bank with them) So what do you all suggest I do... Ive asked to speak with someone higher and he gave me the email "[email protected]" which I think is a cruel joke.... Suggestions?

Asked if I can just get a replacement system and was told no because its a "legacy system"
BTW I do not have a Service Tag Number... So its pre-dell... I paid $6900 for the system =(
I also been seraching for the Michael Dell email address if someone can please PM me it thanks.

 

Sorry can't PM you, your not set for PM's. Just send the email to the name you showed at and @dell.com they will get it. They reply with in 24 hours. Also I received a refund from a bank I had closed a card as they keep the account info for ever just like the credit score company's. Call the bank and explain what is going on if it was a local branch call there but contact them. Also get a name and address of who you talk to as this is no small amount of money. You may be able to get Corp to approve a replacement as it will cost to refund the amount same as a build. Good luck and keep us posted.