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

I have tried several times they keep telling me that it has to process first. How long did your replacement take to arrive?

 

I am still waiting for mine, I have been dealing with them since the middle of March the last time I called I told them I was going to stay on the phone until I had the case number and/or the dispatch number as I had too many promises of call backs that never happened, emails that were never responded to etc. I had my dispatch number and case number May 25 (while I waited on the phone) and my system went into production May 26.

If they have agreed to replace your system they can do all the specs for you while you are on the phone and you can get the case number so I would call them back every day until you get that information.

 

Well I called Dell today. My boss wants the unit replaced asap. I press dell for an exchange, but because a Service call was generated, we have to wait for it to clear out first, which is fine by us at the moment. If we can get the laptop working somewhat while waiting on a replacement, then we won't be out of a laptop while we wait.

When I had my XPS 1645, I had Small Business North America support, but when I call them, they demand I call Alienware, and I get some forgien guy who I can barly understand.

Should'nt I be able to call North America Support still?

 

Hopefully, you don't run into the problems I have. My keyboard hasn't worked since 5/18. From 5/18-5/25, Dell's service database was down. Having gotten a service status # on 5/25, I have yet to receive the parts. Mind you that the laptops come with Next Business Day warranty service. I've called several times and been outright lied to on 2 occassions. 2 separate technical support people told me the part has been shipped and I should get it the next day. Yesterday, I was told that I would have it on 6/7 as the part has been on backorder.

My order was also placed through Small Business and our sales rep has been no help as well. He said there's nothing he can do about technical support issues. Now mind you, we are currently looking at a complete IT rebuild with 3 servers, 25 POS systems, and another 25 backend computers that I'm spec'ing. A builder friend of mine told me that escalated service for business accounts doesn't really happen unless the account is worth more then a million dollars.

 

I had a escalted rep I've been trying to contact for since yesterday morning. He is either out of the office, or ignoring my emails. Im just tired of dealing with over seas reps.

 

Haha your right I just called in and they game me the order number finally. It's in pre-production . I'm so happy haha.

 

Good now you should be able to track it in your account under the order number.

 

Yeah I am. I'm glad find of Dissapointed that they didn't throw anything in as a conciliation or something but while it took them forever they made it right which is good.

 

I have been without a working computer for over 3 months now I wasn't offered anything either but all I want it a computer that works longer then a week.

Do you have the specs of what they are sending you?

 

Dang. I'm sorry I have only been without mine for about a month.
And yeah I do.
1 225-0536 Alienware M17x Soft-Touch, Stealth Black
1 310-0173 Airborne Documentation, System Exchanges,Factory Install
1 313-8792 AlienFX Color, Quasar Blue
1 317-6116 MOD,DIMM,4GB,1333MHZ,DDR3,2X2G
1 317-6602 Intel Core i7 2630QM 2.0GHz (2.8GHz Turbo Mode, 6MB Cache)
1 318-0396 Slot-Loading Dual Layer Blu-ray Reader (BR-ROM, DVD+-RW, CD-RW)
1 318-0424 Internal High-Definition 5.1 Surround Sound Audio
1 320-1929 1GB GDDR5 AMD Radeon HD 6870M
1 320-1935 17.3-inch WideHD+ 1600 x 900 60Hz WLED

It's the same specs as my m15x except with a sandy bridge processor and with a more powerful video card. I had a ati mobility 5730 so the 6870m is a pretty big upgrade.

 

I think the original question was-If AW has had it for 2 total months since the original purchase date, will they tack on 2 more months at the end of the current waarrnty since he/she has not been able to use the computer in that time? Then what I was saying is that I tried to get the same 'addition' and was basically told not gonna happen.

 

Yeah i tried to aruge this fact too. It didnt work out so much. The only thing tey agreed to do was if i bought 1 year of the complete care they would turn the remainder of my current warranty into complete care.

 

I tried to get them to extend the warranty for the the time my notebook hasn't worked but they wouldn't do it.

 

Yeah I love Dell but I also hate them so so much. It's a love hate relationship.

 

Dell is like your wife huh?

 

Haha yeah. Exactally like my wife.

 

^^^Funny guys.

 

Better than "The other guys".

 

Haha. Well i have a question. When i look at the order status online it shows in production but doesnt show an estimated ship date. I called in today and asked what the estimated ship date is supposed to be and they said 6/9 which is thursday. Considering they placed the order on 6/3 which is only 5 buisness days does this seem accurate. Are replacement computers more of a priority? I sure do hope its right.

 

Mine still shows in production it was ordered May 26/11 so I am hoping it will ship this week.

 

What computer are sendng you an whatre the specs? Yeah i really hope mine shows up next week also. I make a minimum of 100 dollars a day working off of my computer so already i have lost approx 2000$. So its quite irritating.

 

My has shipped as of today so I should get it early next week as they only ship 7 day shipping.

Specs:

i7 2630qm
8gb ddr3 1333mhz ram
320gb hdd
blu-ray dvd/reader (I paid to upgrade this)
Ati Radeon 6970m 2gb gddr5 video cards

Are you getting any compensation for the money you are losing?

 

Nice setup. And congrats on it shipping. And no I'm not. I'm going to try to get something out of it. I just don't know what to aim for. What would you recommend trying to get? Do you think I could get them to throw in a backpack as I already bought one for the m15x and that was really snug so I'm quite positive the m17x will not fit.

 

You can try for the backpack considering the one you bought before won't fit the replacement.

Has your system shipped yet?

 

Haha yeah that's what I'm going to do today. Hopefully all goes well. And no it hasn't it was ordered on 6/3 and from one rep they told me it would ship on 6/9 then I called back and they told me that they don't know when it's going to ship.

 

Well it didnt work. They werent willing to give me any compensation or anything. They kept telling me that they were giving me a more expensive computer and that was compensation enough. Which kind of surprised me considering my m15x's config was 1649.99 and the m17x's config was 1649.99. So i have no idea what world their living in but whatever i just hope it ships soon.

 

Update:

Uhh.. ¬¬'

My system upgrade confirmed.
Aw want my old computer before they start to make the replacement.
They said I have to pay for the delivery to their tech outpost in Solvakia of all places...cost me £69.99 to send it.

Sent the computer 31/05/2011 with Parcel Force "5 day priority delivery" and it seems its lost in the system at their international hub...last update via online tracking is 01/06/2011 at the international dispacth hub.

[Alerady contacted Parcel Force international team to get them to find out where the heck this package is.]

Seems like its one thing after another with this replacement system..so I am going to email AW and inform them of whats happening, and send them a copy of my email contact with Parcel Force.

Im gnna ask them really nice like if they can just get on with building my system as :

- I have a valid warranty.
- I paid the delivery of this package with my own money and time and I will ensure it gets to them.
- Been a very good customer and paid all my fees up front in cash for my orginal m15x and paid them for the extra options for m17x replacement.
- Not changed my address for the last 15 years including 3 years Iv been a customer to them

In all honesty Im expecting the escalation tech to say no, because their customer service is so sh*t.

Update:

Turns out Parcel force had deliverd the package and didnt bother updating thier website. So much for paying £69.99 for 5 day delviery + web tracking Lol.

Im just glad its got there.

Didnt have to resort to begging dell...thank god.

 

Eh things have gotten worse on my end. My onsite tech finally showed up at 5:10 pm at m house. I get off work at 4, so we had to do the replacement parts at my home. While I was cooking dinner for my kids, I turn around and see the tech with a screw driver leaning all his weight down on it trying to turn it.

HE STRIPPED THE HEADS OF CPU HEAT SINK!

Now there stuck and can't be removed. He called Dell and let them know what’s up, dell told him someone would contact me in 20 mins to see what could be done. The tech put everything back together and left, stating he is sorry and good luck.

Hour later, no call from dell, so I call them. They tell me that they need to send it to a depot.... no way. If there is one consistent piece of advice on this forum… is never ever send your machine to dell’s depot!!! So I told him that was not an option, tech got real prissy with me and I told him I had to care for my children, I will call back later. So I hang up… he calls back.... and gets really nasty to my wife… something about how dare he hang up, sooo my wife hangs up on him.

So 3 hours pass, I call back, speak to a woman, she sees what’s going on. Told me they could do a replacement, she would email me the specs in a bit. 2 hours pass, no email, so I call and I get another tech…. who says yeah what we can do is… You buy a new m18x system for 2,853 dollars, and we will refund you back the money from your purchase of your current m15x. What? What?

They made a mistake… and want me to suddenly dish out nearly 3 grand again… No No. So I told him to email me the details and that was that. No way I was going that route.. I didn’t strip the screws. They did!

So now It’s midnight my time, I call back and low and behold I got the woman who I spoke with earlier who said they would replace the system with an m18x. She tells me she was actually getting ready to send me an email letting me know I would be contacted around 7 pm the following morning with the available options on a new system replacement. If I don’t get a call, I am to email her and let her know and she will make sure I do get the call. I also had her email me with what she was doing so I have a record of it.

I have no idea what I am getting into here, any recommendations… I have never had so much trouble like this. I can’t believe that one tech wanted me to dish out 3 grand, and issue a refund a month later? I can’t believe my onsite tech stripped my screws so badly that there is no hope of getting them out!

 

as soon as the tech said m18x for 2.5k you should have asked for a supervisor/manager or hung up and asked for one straight away. youre wasting your time as it is now. id be calling and ing until it was straightened out within the hour.

 

OK WOW BLAH BLAH BLAH...

Need to put your boy pants on and get on the phone with senior supervisor and demand a sufficient replacement for free. Further more tell them you are loosing $100 per day not working online. Along with that threaten to send an email to Senior resolution support AKA Michael dells email address. Then they will straighten up and start listening. Do not spend a penny on anything and make sure they give you a BRAND NEW FACTORY FRESH m15x (impossible) or give you a replacement that is similar specs. Don't take no for an answer but at the same time do not be an A**hole about it either. Be firm and demand what you think is fair replacement for your laptop.

Be glad this all happened since in the end dell will step up and blow you away. They always tend to pull out some random stuff and when you slap them around they straighten up and give you what you want. If they give you any more lip then do this.....

 

Your warranty is tick tick ticking away... sorry. I've been fighting them since November (7 months) and no warranty extensions at all whatsoever.

THEY WILL NOT GIVE WARRANTY EXTENSIONS and they get grumpy when you ask. :/

Thanks man! I appreciate it. I wish I had someone give me that advice before I started. For those wondering... it's posted here. Probably the most down to earth advice you can get when dealing with Dell's Customer sCARE

QFE.

ALWAYS make them send you a confirmation email before you hang up the phone. Make them sit there and wait until it arrives in your inbox. Don't worry, they are paid to take care of you. Get an email EVERYtime!

Yeah, if they had to upgrade to a larger system and your old bag will not hold it because of the size difference and the exchange was because of faulty equipment... then they are obligated to compensate you. Demand a supervisor. Be stern but don't be a jerk. Get a confirmation email before you hang up. They swapped my R2 for an m18x and I had the m17x messenger bag that I paid $100 for. I'll be damned if I'm going to spend another $100 on a new one because their machine was defective. That's not my fault. I have no use for the bag and I have no way of returning therefore it's only right if they give you the m18x bag in it's place. I don't care if they already told you "no". Call them back and talk to someone else. Speak to a supervisor. Don't give up. Do not let them take your money and waste your money. I've seen it happen too many times before. It may be harder if your current bag is not Dell/Alienware but if you can prove you spent money on it after you bought the machine and that you have no use for it now - you do stand a fighting chance. The did give me an m18x bag for my larger machine replacement.

 

Thanks for the advice, pushed and pushed. They kept offering the following to me refurbished.. :

1 7X54D 5.1 Channel Audio
2 Y2FYM 64BIT Operating System
3 CP1VF 64BIT Operating System
4 VNWGJ Alienware M15x Laptop
5 2RJ7G Processor: Intel Core i7-740QM Processor (6M cache, 1.73 GHz)
6 K005R 6 GB Dual Channel DDR3 SDRAM 1333MHZ
7 H608T 500 GB SATA Hard Drive (7200 RPM)
8 02TT0 Blu-ray Disc (BD) Combo (Reads BD and Writes to DVD/CD)
9 R8W0W 1.5 GB GDDR5 65W NVIDIA GeForce GTX 460M
10 FC0J6 Intel WiFi Link 5300 802.11a/g/n Draft Mini Card
11 X582K Accessory Kit
12 8P085 Power Cord
13 K467P AC Adapter
14 T968P Shipping Material
15 5FJ8M Processor Label
16 JY624 Information
17 P811N Information
18 YC8XT Software
19 NT799 AUTO-UPDATES,ON
20 M647N Notebook Keyboard
21 717NT AW Command Center Software
22 XM544 Image Restore Software
23 D9KVP Operating System DVD
24 M239M Software
25 R5FTG Service Software
26 KP779 Software
27 JY629 Alienware AVATAR 2
28 W871N Software
29 RDV63 Software
30 HHXJ8 15.6 inch Wide FHD 1920x1080 (1080p) WLED
31 2J4FR Genuine Windows 7 Home Premium
32 1KYGR Cosmic Black
33 R73V3 Dell Wireless 370 Bluetooth Module
34 N968R 6 Cell, 56WHr Lithium-Ion Primary Battery

Ok first things... I have 8 gigs of ram currently. 9 cell battery, 128 gig ssd, and the ATI 5850.. which is better then the Nvidia cards offered..

The offered me a downgrade made from refurbished parts.

So I told them no, so now there offering a m14x. They will be sending me the specs later tonight. Not to thrilled about the m14x. Seems like a major downgrade. I kept telling the supervisor that, but he basically says thats the best they can do....

To be honest, a 15 inch laptop downgraded to a 14 inch.. I told him repeatly I do not want a downgrade in screen, we argued back and forth about it. He told me he would see what he could do, and email me the specs shortly... if he does offer the m14x... what should I do?

 

No. If you have an m15x then you GET another 15" machine with the EXACT specs or BETTER. That is stated clearly in their policy. If they do not carry that machine anymore and they cannot offer you an "equal" replacement - then you need to tell them that you want the next size up NOT the next size down. Period. They are trained to tell you "no" but the fact is that you paid for a specific size machine and it's not your fault that they no longer carry it... must be a reason they no longer carry it - maybe it was a flop? That's speculation. Point is, you deserve the exact same thing or better. DO NOt accept a down grade in ANY form.

IF IF IF you don't mind the m14x and they insist, then tell them that if you are forced to downgrade a single option - then they need to make up for it elsewhere. That's preference, but personally, I would opt for the m17x-R3. I hear it's a pretty well-rounded machine... after three models, it should be, right? lol

So yeah, tell them it's either going to be an m17x-R3 with the exact or better components. Or it's going to be a maxed out m14x for losing out on the screen size that you paid for.

 

Ok so glad you at least got them to give you a m14x. Now argue that you need the higher resolution and screen real estate on the m17x r3 and argue that you want ATI video card as well with similar specs. Find some info I am sure you can convince them that the number of pipelines/shader/ram type for video card is similar to the 6970 as the 5870. Nvidia is not equivalent in performance. Keep pushing that you want same size or larger screen, higher resolution and stronger video card. If they keep on pushing the m14x then have them compensate with upgrades and sell that BISH on Ebay. Buy a m17x r3 from the outlet or this dude laptop. GAME OVER


http://forum.notebookreview.com/not...gb-hd-6970m-2gb-1080p-intel-ult-n-6300-a.html


http://forum.notebookreview.com/alienware-m15x/584324-m15x-exchange-m14x.html

 

Actually it is a major downgrade. I had an m15x and they are offering me an m17x r3 and it's brand new. Deny that machine and demand an m17x. It's completely within your rights. The m17x r3 is the replacement to the m15x. Talk to a supervisor don't let them jack you all around!

 

Can anyone that has already received a replacement answer me a question. The laptop was ordered 6/3 so last Friday. What was the timeframe in which you received your replacement, and how long was it in the "in production" stage? I'm just kind of ancy because I don't have an esd or edd

 

Blah blah blah you're cracking me up blah blah blah

Exactly! QFE!

All machines are different. It's all the luck of the draw and when the order was replaced. If you're getting a replacement and they said they were expediting the order, then their terms say 7-10 days. Mine took 16 days and they did not update me. In fact, I called and they still told me they didn't know. I know it sucks man, I've been in your shoes more times than I want to admit (may I suggest odor eaters?) but hang in there and you will get it. As soon as you quit thinking about it, it will show up. 16 days isn't that bad either... it was just the fact of the matter that they told me 10 days tops.

 

Haha yeah. I'm kind of disappointed because they told me it would ship today so to hope it ships soon. I saw the m18x in your signature how are you liking that so far?

 

Blah Blah Blah

So update, no email from the supervisor over nigt about the specs etc.

Called, got the run around, was told I had to wait tonight to deal with the same supervisor. I told them I AM not staying up till 12 am agian to be put on hold for 15 mins at a time just to be told the same thing. Rep said nothing they can do about that....

Tonight I will press for the m17x.

Also if there are typos, usin the m15x in stealth mode (only way it works) and for some reason IE is not catchin all my keystrokes.

 

Dell my try to make things right but one thing they really suck at is calling back and sending specs for a replacement. Just generally getting in contact with us haha. I didn't know the specs of my replacement until they had ordered the machine. So when ever they say we will call you back at this time or on that day just call them if they have not called you by the time they specified.

 

Guys do not try to have the techs change the specs on the laptop after you get the system you are looking for (ie: m17x r3 or m18x). If you have been approved for a system replacement but lets say the ram is wrong, or drives or something like that. It is easy for tech to send out replacement parts to upgrade you after you get the laptop and send a technician. To re-approve for replacement with increased specs is hard and frustrating. The supervisor must get in touch with escalation team and again request for system exchange upgrade and then get revised specs.

I have had my tech send out bluray, ram, SSD, screen and even cpu to correct the specs that were setup by the escalation team. So if you are able to get your m14x or m17x approved but small specs are off just take it and let your tech/supervisor know about the incorrect specs. They can easily send out replacement parts and upgrades since they do not need any special approval. Only approvals for getting bumped from m17x to m18x or m15x to m14x/m17x.

 

Instresting, claim there offering me a brand new m15x? Im cool with that, but the m15x is discod right? How can that be? Makes me kinda leery.

 

Beware they are lying. That's what they offered me at first. They are false. They will wait a week and realize that they no longer sell or manufacture this computer. Thats what happened with me. After about a week and a half of waiting I called in and was informed and I quote " sir we no longer sell that computer". I was in shock. Then they offered me a full refund and I refused and talke to a supervisor and they authorized the m17x r3 exchange!

 

See, I was afraid of that, NEW m15x pc, I asked if it was made from refurbished parts.. he said it might be, then he asked what part of my m15x do I ant upgraded... I said I have currently 8 gigs of ram, best video card there is, blue ray, 9 cell batter, 1920 x 1080 display... and a I7 740, how ca you get any better then that?

But awaiting a email now from the escalation team with the specs.

 

well if by some miracle they are giving you an m15x then ask for an upgraded processor. Like ask for the 840qm or the 940xm.

 

Im actually kinda pleased, the tech who called me and emailed me exactly what he is planning to look into for me. It only took 3 supervisor, 4 techs to have someone actually email me back for my records.

 

See your lucky. It took me about 4 hours on the phone and i still never recieved a confirmation email haha and its been about 2 weeks but i dont mind because it was added to my account.

 

You're all lucky... I've been fighting for 7 months, lol! And I still have a machine with problems! :/

 

Man im sorry. That really sucks. I have only been fighting for about 3 weeks. Well i finally talked to someone who was competent. They finally confirmed that today was to be my esd and it shouldve arrived tomorrow. It hasnt shipped yet but my case manager instilled in my heart that it might still ship lol. I am refreshing the page like every 10 minuites hoping it ships.

 

I have only been dealing with them for 3 months, my replacment came in the other day and I am having problems with it so now I will do a system restore to see if that takes care of the rest of the problems. The other issue is the case looks like it has water stains on the lid of the LCD so I had to send in pictures of it and they will have to replace that .

I was hoping that the system would work right out of the box and I spent 4 hours with tech support on the phone yesterday trying to get things working properly.