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

If this is true you have relieved my mind

Bring on the coffeee

**I kid, I kid**

 

Alienwolf,
You closed your account with them or just renewed or changed the card? I no longer have an account with them period! And havent banked with them in like 2-3 years... I really dont feel comfortable allowing them to refund that amount of money to an account I no longer have.. Im worried once alienware refunds it to the bank they will tell me well its out of our hands now.. Contact the bank.. lol also since when does a bank provide services to non-account holders.... Ive never seen such a thing.. To much liablity on the banks end, So it really makes no sense to me... It makes more sense that the bank would refuse the refund and kick it back to Alienware.

 

Dude.... yes, they are issuing R3's for replacement R2's. Depending on what you want to do - you may or may not be getting downgraded. It's been hashed and re-hashed here, but I'lld sum it up and try not to get this thread locked or my post deleted.

If you're just into gameing and 3D graphics and stuff... the R3 is for you. It's also a bit more portable and lightweight, though it's not much difference between the two. But again, if these things are all that matters to you - get the new system. Otherwise, you will end up with a beat up R2 refurb.

As far as the R2 is concerned, two 5870's will blow away a single 6970 hands down when it comes to multi-platform rigs where you're running several programs on a large network. The R2 is a great work machine. I basically use everything in Adobe Masterworks... and I have about 5-6 of those prgrams running at any given time. That's where the dual video cards out-perform the single 6970. So for what I do... the R3 is a major downgrade. I work in videe/sound editing and the 1200p RGB screen is a god send... you take that away and the visuals are just the same as any other HD screen. So again, downgrade. Plus, the R2 is aluminum and not plastic. I've had a plastic AW system before... the first gen m15x and it fell apart on severl occasions with no warning.

So again, if you're just a gamer and your games can't utilize the dual GFX cards features... then you're fine with the R3 and you can get a better processor on the R3 as well so that's te good side - plus you can get the 3D stuff which is really cool IF you have any use for it.

It's just that, for me... there's no comparrison for what I need my laptop for. I need an R2 or an m18x - no question. I've had TWO R2 crash on me because of DELL.... the first one was just a lemon and it was realeased way before it should have been. Lots of bugs and it was crap. The second one was perfect, but they didn't seat my processor correctly and it burnt up causing multiple other problems and eventually everything in my system was replaced with refurbed parts and my caseing ended up destroyed. Now they want me to take an R3 because they don't offer the R2 anymore.

I got hosed. I hope your issues turn out better than mine. My experience is posted here.

 

I would send the email out first good chance you would get a replacement. They really are pretty fair over there. As far as the refund go's it was a bank, not just a credit card company. And I had closed the account 6 months or so before. I called and got a name explained what was going on followed with a letter to that person and they sent me a check after the refund cleared. was the old Washington Mutual nice people then. Hope this helps you along.

 

They might start giving 18X for replacements until they have some refub units on their stock.

 

I just noticed how much this thread has slowed down. Either most are afraid to complain now, AW is sending out faulty equipment anymore, or people are having trouble finding the thread like I did, it used to be a sticky. I'm hoping the build quality/QA has just come a long way since the R1 and R2.

 

I will restore hope to this thread, after a long battle with Dell to get an M17x R3 as replacement, i finally ended up with an M18x !

Maybe I am the first one who had an M18x as replacement. I should receive it by the end of the month.

 

So you got 18X for R1 or R2?
Anyway congrats! and that's a great replacement.

 

Nice to see the replacement is a m18x.. Shows Dell is getting it together as far as not letting customers hang that have problems.

 

No, my non-functional M1730 is being replaced by an M18x.

 

Wow!!! You can consider yourself the luckiest person.

 

Ain't that the truth!!! Makes me wanna try to go back in time and get one for my R2 that they MADE me take an R3 for. Now I'll have to fork over another $1000 to get one (Sold my R3 for $2300 to friend). Oh well.

 

My replacement order went in 5/6 and was shipped (fri) 5/13. Gets here tomorrow (mon) 5/16.

Says on the FedEx tracking that its comign form Edison, NJ.

Is there an Alienware or Dell factory up there?? I thought it was only in Texas. I think there is a repair center there. I better not be getting a refurbished R3 cuz Im gonna be pissed!!

Anyone know anything about this???

 

Hey folks,

I never thought I'd find myself in this situation, but I'm hitting a brick wall here.

I ordered a R2 from the outlet about 3 weeks ago for my wife and it came totally beat up. There's a crack on the screen, missing components, just unacceptable condition overall. I'm a very tolerant guy, but there's no way we'd use that junk. I sent an email to their order support basically telling them what's wrong with the system. They replied back about 2 days later saying they don't have the parts in stock and told me to wait 48 hours.

About two days(possibly more) later, I sent an email to Dell's unresolved order support team out of frustration, and finally got ahold of a corp guy who responded to my email sent to the unresolved department. He offered me a replacement right away. I asked for specs of the replacement and he said it is R1. Really? My R2 has 820QM, 4GB, 5870CFX, RGBLED, and bluray burner. The R1 he offered to me has QX9300, 8GB, 260M SLI and WXGA screen. I sent him an email how the R1 was not a suitable replacement, but it went in production shortly after. I called him immediately only to be told that it is a much "better" machine. I was speechless. I asked for his supervisor and he passed me through.

The supervisor I spoke to was the worst Dell rep I've EVER came across. He was extremely rude and did not care about the time I lost in this matter and all the stress I had to go through. He told me R1 and R2 are all the same and I should accept it as it is the ONLY solution he could offer. He said there's no other option. I tried to explain to him the difference between R1 and R2, but the guy simply denied what I said and said R1 and R2 are the same and said how he was generous about giving extra 4GB of memory. WOW, seriously? I got so angry I told him I was going to look for someone else who could help and hung up the phone. I almost broke my phone after that.

5 minutes later, he called me back to apologize, but his tone SURE was not apologetic. I thought he was finally going to offer a suitable replacement. Oh boy, I was so wrong. He tried to explain to me how the R1 offered to me was SUPERIOR than the R2, and I should just take it. I refused and he told me he'd contact me in 48 hours to see what else they can do. I asked him if there's no suitable replacement, then he'd have to build me one. He said building a new system is not an option, not even one in a million chances, and insisted I take the R1. I told him to cancel the R1 and continue to look for a replacement.

Now my question is how do I find someone to help with my case? I was thinking of emailing Michael Dell, but I have a feeling it's not gonna go anywhere since the guys handling my case are executive support reps? What a disaster.

 

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Well, I've already tried the unresolved team and was contacted by the executive rep. His extremely rude supervisor said he was the highest authority I could talk to and what he said would be final(how arrogant of him). I told him to go ahead and research the difference between R1 and R2, and he responded he would contact me in 48 hours. I don't have much hope in this.

 

If he continues to insist on the R1, just tell him its unacceptable (be polite and professional) and if a similar system cannot be provided then you want a refund.

If you purchased this from a third party, might not have so much luck with the refund request.

 

Well I also was having a issue with my M17x r2 in my signature. The video card when in crossfire mode would just put verticle lines on the screen. So basicly I could see one vericle line of my screen normal then a black on then a normal one then a black one. With the crossfire turned off creen was perfect. Dell could not explain this and sent out a tech to replace the video cards. He cam out (thank god I have a good tech that is good at what he does, gotta love small towns) replaced the cards and every things reemed to be working well. 2 hours later the same issue came up. Went through all the steps again. Finally the excutive customer service team decided to replace the system. the told me that I would have to take a refurbished sytem for a brand new one I got in January. The system would not have a blu ray burner like mine does, the 920 not the 940xm, and the 285 sli not the 5870xfire. I told them that this was a down grade in my eyes and was not acceptable option. They argued with me for a 30 min that it was equal to what I have. Finally they agree to wait 48 hours to see what else became available. After that I got a call today from a manager in executive customer service dept, and they told me they wanted to replace it with and r3. 2820, ati 6970 video card. I had a bit of and issue with this also. As the performance of the 6970 is a bit lower that the 5870 with in xfire mode. And the proccesor is not the extreme processor like I have. Also no Blu Ray burner. And obviously the screen down grade.

So after all of that, I get an email for Alienware tech support while on the phone with the manager. The tech support agent that was orginally working with on my issue before going to the escolations team. Work with his manager on the back end and got it approved to have my ststem replaced with the m18x.

Now I will be getting 2920, and 6970 crossfire, they will be send out a tech to change the cd drive when I get the new system so I keep my blu-ray burnner. And for the trouble of everything that has gone on, and the downgrade in teh screen, they threw in the m18x messange bag to carry it.

I must say that I am very happy with the result, but if Dell know that they can take care of thier customers they should with out all the hoops you have to jump through to get what is fair and right.

Thanks for listening to my rant

 

I would just try to call again and try to get a different rep. It's luck of the draw and if you get someone better, I bet they will offer something more towards your R2 specs

 

The guy who was handling my case said he's my "only" resolver when I asked for another rep. Even if I get ahold of another rep, he/she would prolly just connect me to him anyway.

 

I'm getting a replacement for my R1, but i'm unsure what i'm supposed to do with it when the replacement comes, do I send it back? If I have to send it back how?

 

get some styrofoam protectors...if you have the original box then use the ones it came with!

 

If dell is sending a replacement, they will include a shipping label in the package they send you. You'll just have to place your old r1 in the packaging that your replacement is in, then send that.

 

That is not true i would try going directly through the tech support. Tell them everything that is going on. Tell them that the case manager team is already handling your case and that they told you that the system need to be replaced. Keep trying till you get some one that will help.

I took me a few times to get to the right people. I know that it is something that Dell should take responsibility for and fix the problem, and that it is hard to take the time to get some thing fixed that should not have a problem to begin with. But if you still to it you will get what you want.

 

what happen to ur comp btw?

 

Been having all kinds of problems, had the tech come 3 times, sent it into dell. I'm like getting random screen freezes where the screen just randomly turns gray and makes a really loud annoying noise. My sound card is also faulty as well as a broken USB port.

 

Thank you and shall I clean out my hdd by reinstalling windows before I send it in?

 

The machine itself seems fine so far (I haven't opened her up yet though) but I am thoroughly annoyed by the little things they got wrong.

1st) They did not ship the computer with the pre-installed software that I selected.

2nd) They sent it with a non custom name plate. Now this wouldn't annoy me so much if they didn't delay my system for an extra 2 weeks for the nameplate only to get it wrong!

Am I off base for being pissed here? I was planning on buying 2 M-14's in the next month or so but I think unless they give me some type of credit to make up for the annoyance of having to have the system replaced and then have them not get the basic configuration correct.


Any advice form people more experienced with dealing with Dell/Alienware would be appreciated.

 

Well, you can contact them and voice your complaints.

Dont be aggressive, just state what they did wrong, how this annoys you and what you would like them to do to fix it.

ie..... send you a correctly customized name plate (they are easy to change yourself), send you the software cd/dvd's so you can install the software you wanted etc...

Good luck

D.

 

If you still have older faulty one then you can just swap the custom nameplate with the new one...that is what I did with my replacement R3 as well...

As for the preconfigured softwares, you use use your original service tag and download it via dell support site...

Hope this will work out and enjoy your new system. Cheers.

 

I know you are annoyed about the missing software, but it actually might be to your benefit in the long run. You probably now have the latitude to demand they mail you hard copies without paying extra for them, so you may actually get direct disk installers instead of the latest trend, which seems to be serial numbers on a card whereby you have to go through a download-and-verify process on your own.

This new trend reminds me of how a few years ago Microsoft tried to get their resellers to stop supplying OS disks with computer purchases altogether, and naturally, the marketplace screamed back that a retail purchase demands a commensurate reinstall disk; you paid the price, so you are entitled to the full value, right...?! We (the consumers) won the battle, so Dell backed off on that ridiculous faux-pas and went away with their tail between their legs. But I never forgot it. I digress....

Good luck, Srqt.

 

Ik, this is off topic but i'm awaiting a replacement as well. How long did it take for you to get it from when the order was placed?

 

Same happened to me. It's time you complain...And don't listen to debaucher. You SHOULD be as aggressive as you want---it's your money that they stole, and your time they wasted.

 

I've never gotten what I've wanted by being aggressive. Maybe cause I'm small.

 

Tiny guys can be intimidating too! I would know.
When you're on the interstate, and those morons in those raised trucks won't move, time to get aggresive and speed past them. And then cut in front. Even if you are in a tiny little car

But anyways, at the OP, I would definitely complain and try to get your stuff back, and if you mention that you planned on buying 2 m14x's, they will go out of their way to get the stuff to you ASAP

 

By the same token, you can bend them to your will if you threaten a full refund and to never buy Dell again. With this bad service, I personally don't see myself buying Dell again.

 

Did you check here?? There is a card which comes with all systems (starting with M17xR2 I believe which has this info). Yes, you'll need to log in with your Dell account-

https://smartsource.dell.com

As for what D suggested,

I completely agree with this. The two issues you raised are easily corrected. Call and talk to a supervisor. Keep your cool and let them know what happened with the plate and the details you worked out with the rep who processed the replacement.

What I dont understand is since this is a replacement, what happened with your original plate? In a replacement situation, you just swap it out before sending your original...

--------------

Several folks tend to 'freak' on support after reading 'horror' stories from some of the members here.

Look, I've been a customer of Dell for many years now. Alienware as well.

-Have things gone horribly wrong on occasion? Absolutely - a service call can go bad.

-Does Dell typically want you to be happy and resolve your issues? Of course they do. You are their customer.

-Are there bad apples (meaning rotten fruit - not Apple the company ) customer/support reps out there? OF COURSE. Doesn't mean the whole system is broken.

Everyone is entitled to their own opinion and that is certainly fine... my 2 cents: I will stick with Dell. Whenever I have had an issue, its been resolved. Sure I have had to deal with a bad rep on occasion but after calmly explaining the situation and providing the facts of the issue so there is no confusion, its resolved.

 

I have to agree with Batboy here. I personally have had a total nightmare with Dell over my m17x r2 and the issues I have had with it. But in the end I have been happy with the out come of my problems, as they are now replacing it with a m18x. I own 2 m11x an r2 and r3 and love them both. I have had a much better time with Dell than with HP. I have been working with HP since Feb to get a notebook working right.

You take the good with the bad and over all I think good out weighs the bad. You just have to be patient.

 

You catch more flies with honey than with vinegar.
Do not be too aggressive. Be polite and stand your ground. Ppl calling in and being asses is one of the reasons its so hard to get a simple issue resolved and some techs are defensive from the get go.

 

You lucky .

 

I think it totally depends on who you are dealing with. I've been buying from Dell for years for my personal use as well as for my business, and couldn't be happier with their service until some guy tried to argue with me for an hour over the phone how the M17X R1 is same or better than the R2. How can you be calm after that?

As an update to my case, I was told to wait for another 48 hours, then was told to wait further. My wall has a fist hole now. I am just glad it wasn't my main machine.

 

Their servers have been down for almost a week.

I personally have contacted the BBB regarding this. They are unable to replace any hardware or do any kind of work that requires a tag lookup.

 

Maybe lucky to get the replacement I asked for, or to get to a rep that actually cared, but I do feel peoples pain. I have been trying to get the slim adapter for my m11x r3 for a week and there systems are down. I will keep trying, i still do not understand why they did not send it with the r3 to begin with like they did with r2.

 

Getting upset and emotional on the phone just shows the rep has power to upset you. Do not give anyone that power. Be strong and professional, as this is a business deal.

If you do get a rep that is treating you badly, ask for their supervisors email address and let them know you will be sending in a review of their performance.

One of two things will happen, they will about face and start being nice/helpful, or you will end the call and get someone else to help you and send the first tech's manager a nice little email.
You may want to send a copy to Mr Dells address of your call was really bad. Don't forget the techs name and record all the details. And please don't email because the tech wouldn't give you a free upgrade or something petty. Remember, you could get someone fired that was having a bad day so choose your sword carefully.

Also, if you get a good tech that was friendly and helpful, send an email about how they helped you. You may save someone's job that really deserves it.
You never know...

 

Hi all,

Didn't realise there was a big thread about this. Basically i have been offered a replacement system for my alienware m15x legacy system :

My previous contact with alienware:
( http://forum.notebookreview.com/ali...423760-area-51-m15x-hinge-13.html#post7481776)

TODAY

I checked my email and had an email form their specialist escalation techi and he basically said in previous email they agreed the replacement system option and that they would honour that option.

Said they would offer me same value new m17x as my current system and that I would need send the current system back to them at my own expense..

Good deal??? - need some people views plz so i can make my mind up

Total Price of M17x system I have chosen: £3,309.00
Total Price of my current system : £2,717.78
The difference money I must pay Aleinware : £591.22

Included in your system:
COLOUR CHOICE -Alienware M17x Stealth Black
PROCESSOR -Intel® Core™ i7 Processor 2820QM (2.30Ghz, 6MB, 4C)
OPERATING SYSTEM -English Genuine Windows®7 Home Premium SP1 (64 BIT)
GRAPHICS CARD -2GB GDDR5 AMD® Radeon™ HD 6970M w/ PowerXpress
MEMORY -16GB 1333MHz DDR3 Dual Channel (4X4GB)
HARD DRIVE -640GB (2x320GB) SATA Raid 0 "Stripe" (7,200rpm) Dual HDD
LCD17.3" Wide -FHD (1920 x 1080) WLED LCD
OPTICAL DRIVE -DVD+/-RW (DVD, CD read and write)
WIRELESS CONNECTIVITY -Intel Wireless LAN 6300 3x3 (802.11a/b/g/n) Card - EUR
PRIMARY BATTERY -Primary 9 cell Li-Ion Default Base Battery
SECURITY SOFTWARE -No Antivirus Software
SERVICES AND SUPPORT -4Yr Next Day Hardware Support
ACCIDENTAL DAMAGE PROTECTION -4 years Accidental Damage Protection

Accessories

AVATAR -Alienware Logo
STEAM AND PORTAL -Steam® Client and Portal™ Game - Factory Installed

Also included with your system

BLUETOOTH -Dell Wireless 375 Bluetooth Card - EUR
Gedis Bundle -Reference N05W7V01
Order Information Alienware M17x R3 Order - UK
Shipping Documents -English Documentation
Dell System Media Kit- Alienware Resource DVD
Power Supply -240W AC Adaptor
Keyboard -Internal UK/Irish Qwerty Keyboard
Call Dell Experts One free Dell Expert call to help with your PC queries within 60 days of purchase
Standard Warranty -1 year Next Business Day Hardware Support included with your PC
Hidden NamePlate Engraving -Generic Name Plate Engraving

Carrying Cases No Carrying Case
AutoMatic Updates AutoMatic updates - On
Speakers No speakers required
Camera Integrated 3.0 Mega Pixel HD Camera
Cables UK 2M 250V Power Cord
TimeZone (GMT + 00.00) Dublin, Edinburgh, Lisbon, London

Good deal for me to accept?

 

If they are willing to give you that much for a legacy M15x, its a great deal. The options you get are totally up to you.
That is a great system you have built there, especially for 591.

 

So my M17x-R1 decided to die on me. Fortunately, my warranty was still active, and Dell has graciously offered to send me a new R3. Apparently, the order has been placed by tech support, and now I have to wait for it to be built and shipped. At least they offered a free upgrade to double my memory from 4GB to 8GB, and add a second 256 SSD.

When I first bought the R1, it had pretty much top of the line options. I was curious to see what other users received in similar service exchanges? Example, I had the dual Nvidia 280M. Does that mean I'll get newer Nvidia GPUs? Or is it a crapshoot, and I may get ATI?

Thanks.

 

If they offered you the R3 then you'll get either the 6870, GTX 460 or 6970. 6970 will be better than what you had before. If you want any other nvidia card, you'll have to swap it out yourself but that will void any warranty.

Ask them what GPU they are putting in for you.

 

Thanks for the reply!

I'll try to call them and ask if I get a chance in the near future (during regular working hours).

 

The first you need to do is agree on your replacement. The second thing you need is a email confirming your new configuration. If you don't they can send you whatever they want.