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

Tha really sucks i would be so angry. If dell messes up on my end one more time im either going to demand a huge upgrade or my money back. Im really hoping mine comes in with no problems because im really tired of talking to dell. Im also really hoping it ships today.

 

Yep, sounds familiar. You should see my m18x thread. It was a replacement of a replacement... came without the proper RAID settings so I had to blow it out and start from scratch. The keyboard was whack from the moment I pulled it out of the box and it has BSOD'd on me a half dozen times in less than two weeks. Gotta love it.

 

Haha even though dell is highly incompetant sometimes they mostly always come through. which i guess is a good quality in a company.

 

So quick question. My order was supposed to ship 6/9 but didnt. I talked to a customer support agent and they said that it was in the final stages of production and would most likely ship today 6/10, but nothing has updated online. My question is does the status online goes directly from "in production" to "shipped" or is there something in between. I couldve sworn that with my original purchase there was a "delivery preperation" status online. I just dont want to get my hopes up for nothing.

 

It may have shipped from the assembly plant to the final distribution point. They dont ship to you straight from the factory. They are built all on the same line and sent to final packing locations that are country specific. If it is on its way there I think it still says in production. That usually takes 2-3 days then ships to you.
This is from experience with 4 replacements to the US (Ohio).

 

Argh, so my special rep is out till Sunday??? I won't find out anything till sunday, more time delayed and more money lost.

Guess I'll contact them agian and talk to someone. Sigh /fail

 

That really irritates me that he told me that it would ship yesterday then when it didn't told me it would ship today. Like I don't mind waiting patiently but when you tell me something is going to happen I expect it to happen

 

So after getting on @Dellcares on twitter, raising holy hell. I've been issues a m17x r3 replacement system. Here are the specs:

PROCESSOR Intel® Core™ i7 2630QM 2.0GHz (2.8GHz Turbo Mode, 6MB Cache
OPERATING SYSTEM Genuine Windows® 7 Ultimate, 64bit
MEMORY 4GB Dual Channel DDR3 at 1333MHz (I have 8 gigs to put in)
VIDEO CARD 1GB GDDR5 AMD Radeon™ HD 6870M
HARD DRIVE 750GB 7,200RPM HDD (will be 2nd drive, I have a SSD)
LCD PANEL 17.3-inch WideFHD 1920 x 1080 60Hz WLED edit
WIRELESS CARD Intel® Advanced N + WiMAX 6250 a/g/n 2x2 MIMO Technology

Thoughts?

 

MWHAHAHAAHAHAHAHH only 1 picture can explain my reaction to your action





Now if you truly did get the ati 6870m then fine that is a good replacement but I would wait till you have the machine in your possession. What you need to do now is call into the techs and let them know that the video card they gave you is not top of the line. Tell them you will wait till you get the laptop and then you would like a tech to come out and replace the video card.

It is gonna be tricky to get approved for another exchange with better video card so best to do it after. When you purchased your laptop you chose the top of the line video card and hence now you should get the top of the line (Not really only comparable performance, but this is your only argument). In reality the 6870m is the direct replacement for 5870/5850 but it would just be very nice to get the 6970m.

You could try to tell them since you have been without a system for so long and lost time and money due to projects being piled up. You would expect atleast a bump up in video performance

 

I think that's reasonable.

 

Uhm that r3 is an excellent replacement for an M15x. I wouldnt push the 6970 since the 6870 is already a bump.

 

Agreed... IF they offer a 6870... but is that even a real card that is offered? I thought it was the 5870's and the 6970's for ATI and then of course the NVIDIA 460's. Idk, I didn't take the time to check out the machine builds. Just going off memory - I could be wrong?

 

Update:
Order a confirmation - to be received before 28/06

Finally some response / confirmation

Just hope my m17x R3 replacement comes in working condition now Lol.

 

Best of luck bud! Keep us posted! I think that the R3's are pretty well-rounded and polished fairly well. As long as there aren't any major factory defects out of the box, I think you'll be happy.

 

Dell is really bad with keeping dates. MOne was supposed to be shipped on the 9th then the 10th then the 13th then they changed it to sometime this week. The manager on my case said I should have it this week

 

Here we go again! I know it's not an AW, buuuut.....After some round and round with the techs and 2 mobos, 2 HDDs, a SATA cable and new battery-they are sending me a replacement for my sig (kinda like it and wish they would fix it. The extra screen real estate is nice). Anyway, looks like they are sending me an XPS 17. Don't have any specs yet, but anyone wanna chime in with ideas or thoughts? I mean I know the refurbished machine is newer and prolly better spec'd, but is it a 'Gaming' computer like the XPS M1730? That's what the M1730 ws built for in the day-to compete with boutique gaming systems right? Just wondering if I should return the XPS 17 and get a 'real' game system. I'll post specs tomorrow as it is set to be delivered then.

Faiz???

 

Hey guyz,

Just wanted to give y'all a heads up, to go check your warranty info/status on the dell page to make sure you've got it still. Remember how I had 3years+accidental coverage? And also how I got the replacement R3 which I mailed back cuz it was junk? Well, I checked my warranty via typing my service tag yesterday, and it had ZERO days left. (I'm wondering if it's cuz I sent it after the 10day review period, which all csrs including the supervisors I spoke to assured me that my warranty would not be affected and to just send it back as soon as I can). I emailed one of the csrs who had been working with me, and she restored my warranty to 3years+complete care (= accidental, right?). So go check to see if yours might have been like mine too.

Just sayin'. K thx

 

Well, Dell sent me an XPS 17 with specs lower than my M1730-waaaay lower. No biggie. I have faith that they will make it right. Will update when I know.

Update:So I called and talked with a SUPER helpful rep and he said they never should have sent the XPS 17. It shoulda been an AW. Said they are going to build me an R2. Are those still in production or have they been discontinued???

 

Pretty sure it will be a refurbished r2. I know the m15x is no longer in production, and I think there only making new m17x r3. Still, a refurbished r2 is friggin sweet.

 

Whoooo! It was listed as shipped today! So with nbd it should be here tomorrow!!!!!!

 

Grats Nman, I am now to playing the waiting game. Was told to expect it to ship on the 16th, that was yesterday. Still showing in production on dell's website.

Hopefully it will shipp tomorrow or early next week!

 

Yeah I'm just waiting for mine to be delivered today. Good luck man. It took a lot of hours on the phone at least you got an esd to go off of. I never even got one but yeah hope fully it will ship today man

 

WOOT STATUS JUST CHANGED TO SHIP! WOOT WOOT! I have NBD, so does fed ex work on saturdays?

 

So it just got here and it looks great no flex in anypart no scratches it's great.! Going to run some benches. And I think they only deliver if you paid for Saturday delivery and I'm not sure if Dell does. But when you get the tracking number it will say what day it will be delivered.

 

Take some pictures Nmanfred! It could come either Fedex, or UPS. I know UPS does not run on the weekends. Once I get the tracking # I may have them hold it and go pick it up myself.

My only concern regarding this build is the Radeon 6870m. My m15x has the 5850, I love that card, awsome card. From what reserach I have done, the 6870 is slightly clocked lower then the 5850???

 

Yeah deffinately I will take some pictures. And no the 6870 is a slightly underclocked 5870. The 6870 is 675/1000 and the 5870 is 700/1000 so it's not much of a difference.
Yeah well hopefully you can get it tomorrow. I love this machine so far! It is really great.

 

Compare benchmarks of your old laptop GPU score only and new laptop GPU score only. If there is a difference i would ring the tech hotline and ask for a upgrade to meet minimum specs of the old system. They should be able to send you a card and you send you old one back. With techs be careful some of them have no clue what they are doing.

 

If you get an R2, it will be a refurb. They were problematic and no longer in production. But once you get the bugs worked out - awesome machine. I agree, you should have never got the XPS 17. Crazy people!

Congrats man! I hope it all works out for you!

FedEx does deliver on Saturdays but only if you paid extra for it. Dell won't spring for this. They delivered my machine 10 days later than promised and the a-holes sent it on a Friday when it was marked as shipped on Thursday. So of course I had to wait until Monday. Very frustrating too because it was only a couple hours from my house and I had to wait all weekend to pick it up. I swear they held it on purpose!

QFE!

 

Ugh Mavrick, fedex won't hold it at the facility to pick up on saturday. It's shipping from TN, and I live in NC. Any ideas? gonna suck for it to sit there all weekend, 10 miles from my house!

 

Typing on it as we speak. So this is a huge upgrade. My m15x had a 5730 so this 6870 is way faster. 3dmark 06 got a 15363 right out of the box. Waiting to install vantage right now. I only have two problems with this computer. !. The lid feels cheap and the top flexs in and the alienhead on the lid wont light up. I have a question though. I didnt recieve a return label to return the m15x so do i just call them and ask for it.

 

Well... call that facility and ask them. I used to work as a Supe at UPS. We would do special requests like that all the time. The shipping fee costs the same and it saves our driver from making another stop... so they should let you pick it up at the facility. It's worth a shot, but if you're in CST, you better get a move on it bud!

 

Yeah, just give it a few days. The return sticker should show up in an envelope. The lid should not flex and the head should light up. LOL... time to get on the horn!

 

Haha so I figured out that the alien head goes off if it's plugged in through hdmi. Weird. And this card overclocks like a beast. I got 800/1300 stable.

 

Hey all,

I have a question about warranty. I typed in my service tag into the Dell warranty info page, and it shows as "Complete Care" for a period of 3 years (a thousand something days left). That's equivalent to the "3year + accidental coverage," I purchased right? Just wanted to make sure.

Please advise. Thank you!

 

Should be. Complete Care is, well, complete.
Mine looks like this:


Uploaded with ImageShack.us

 

K just re-checked mine. Mine has the same thing but will expire in 2014. So that's accidental coverage, right?

 

I'm fairly certain that complete care is the "advanced warranty" with the accidental damage coverage.

 

Hey Zeggy,
You mentioned that you received an email from Dell stating that the issue with the hinges is acknowledged by them.
Any chance you can post it?
Second time hinges have failed and now they will not repair it saying I did it.
Going for Sale of Goods Act as I believe it is a design and manufacturing fault.

 

Ive lost another system. My primary video card died. The system wont even post with the video card installed. If I take the primary out it tries to post but of course I cant see anything. I called Saturday for parts to be shipped out and they forgot to transfer the warranty after the last replacement. Luckily I got the girl in support that is going to call back in 2 hours to to correct he warranty and get my parts coming.

 

Sure thing.

At work at moment, will get it up for you in a few hrs
Got my M17x R3 deliviered to today... YAY ..but will only get enough time to check it out on saturday..Boooh

 

My M17x R3 should be arriving around the time I get home. Can't wait! So much to do to it! Sorry about your loss Getfound, hopefully they will make it up to you regarding there failure to swap the warrenty!

 

Yes Zeggy please post!

Wow. How could you break the hinges anyways? You open it - you close it. Unless you forcefully tried to bend it backwards all the way, but that would be obvious damage. Post some pics if you can. I think you're being hosed. :/

Sounds about right. That's exactly what happened to my replacement R2 after two weeks of ownership. It was brand new. When we pulled it apart to swap in refurbed parts.... the heat sink cover thingy was floating around inside the case. So the processor fred itself out and the mother board.

 

Ok so below is the majority of the emails exhanges between me and alienware.

Start from the bottom and read up and you will get the picture. Hope this helps.

Cant post one or two of the final few emails because of:

"Confidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message. "

Spoiler

From: -
Sent: Montag, 23. Mai 2011
To: CER_AW1; CER_AW
Subject: Repair Request -
Importance: High

Dear Alienware,

I have spoken to your technical support colleague called ' - '.at 19:00 23/05/2011. He stated the internal system were down and I had to call back Thursday. This is unacceptable I wish to speak to someone regarding my request today.

I Explained if there are no repair parts at your centre today 23/05/2011 I expect to discuss the replacement system with your colleagues today 23/05/2011 as I do not intend to wait any further for a repair of the current system I have and want a replacement as previously discussed.

Please see below the email discussion between myself and Alienware regarding this issue.

Regards

-

Spoiler

From: -
To: [email protected]
Subject: RE: Repair Request -
Date: Fri, 13 May 2011
Hi,

Following my conversation with Aleinware technical support today friday 13/5/2011. I have agreed to wait 10 days until 23/5/2011 for repair parts to arrive and my repair request fulfilled. Any longer than this is unacceptable and I will only accept the email offer of a new system made Tue, 10/5/2011 [please see below].

regards,

-

Spoiler

From: -
To: [email protected]
Subject: RE: Repair Request -
Date: Tue, 10 May 2011
Hi,

Thanks for the response.

For my convenience please find below the original sales invoice email from: [email protected] via email sent to me from alienware sales upon the completion of my payment online.

Also please see my invoice number below from "My Hive™ Personalized Support System" and the attached screen shots of "My Hive™ Personalized Support System" invoice section.

Invoice No. -

My current contact details:

-
-
-
-

Telephone: -
I look forward to your response.

Regards,

-

From: [email protected]
To: -
Date: Wed, 26 Nov 2008
Subject: Alienware Order Confirmation -- Automated Response

Customer Name: -
Date Ordered: 26/11/2008

Thank You for giving us the opportunity to build your system.

Order Number: -
Advanced Total Price to be Paid: £2,717.78

We continually strive to improve our products and services by understanding our customers’ needs. One way we do this is by asking customers to provide us with their comments, suggestions and opinions. Please take a few minutes to complete a short customer feedback form by clicking on the link below. Your opinions are very important to us.

Alienware Survey

Again, Alienware thanks you for your business.

Here are the items in your cart:

[1] Area-51® m15x

Design & Display: Silver Ripley Design
Display: 15.4" WideUXGA 1920 x 1200 LCD (1200p) with Webcam
System Lighting: Alienware® AlienFX® System Lighting - Blue
Operating System: Genuine Windows® Vista Ultimate - English
Graphics Processor : 512MB NVIDIA® GeForce® 9800M GT
Processor: Intel® Core™ 2 Duo T9500 2.6GHz (6MB Cache 800MHz FSB)
Memory: 4GB Dual Channel DDR2 SO-DIMM at 667MHz - 2 x 2048MB
Turbo Cache Memory: None
System Drive: Single Drive Configuration - 160GB 7200 RPM SATA with Free Fall Protection
Optical Drives: 8x Dual Layer Writer (DVD±RW, CD-RW)
Sound Hardware: Intel® High-Definition Audio (24-bit, 192Khz) with surround sound
Keypad: Alienware® Area-51 m15x AlienFX® Keyboard - English
Optional Mouse: Logitech® MX 518 Gaming-Grade™ Optical Mouse
Wireless Network Card: Internal Intel® Wireless 4965 a/b/g/Draft-N Mini-Card
Additional Power: Additional Battery - Alienware® m15x 6-cell SmartBay Additional Battery (Silver)
Warranty: AlienCare 3-Year Free Phone 24/7 and Collect & Return
AlienContact: Added Bonus with any AlienSupport Selection
AlienContact - Remote Alienware Support
AlienRespawn: AlienRespawn v2.0 Recovery DVD – Windows Vista Edition
Monitor: (None)
Alienware Extras: Alienware® Mesh Cap
Alienware Extras: Alienware® Personalised Nameplate
Alienware Extras: Alienware® Mousepad
Alienware Extras: Alienware® Owner Identification Card
Alienware Extras: Area-51® m15x Keyboard Diagram Overlay
Alienware Extras: Area-51® m15x Smooth Mylar Touchpad
Alienware Extras: Area-51® m15x Protective Cloth Sleeve
Avatar: Alien Schematic
Window Style: Default Vista Window Style
Mouse Pointers: Standard Mouse Pointers
Wallpaper: Alienhead Glow (Widescreen)
Wallpaper: Alien Cyborg (Widescreen)
Wallpaper: Alien Schematic (Widescreen)
Power Plan: Balanced
Automatic Updates: Automatic Updates On
Time Zones: (GMT + 00.00) Dublin, Edinburgh, Lisbon, London

[1] Free Europlus Shipping ; Limited time offer.

SubTotal: £2,313.00
Discount: £33.74
Vat: £404.78
Shipping: £33.74
Order Total: £2,717.78

For real-time information about the status of your order, please go to http://www.alienware.co.uk/order_status_pages/order_status.aspx.

For information about the Alienware Standard Terms and Conditions for Sale Agreement, please go to http://www.alienware.co.uk/Profile_Pages/Customer_Terms.aspx.

Spoiler

From: [email protected]
To: -
Date: Tue, 10 May 2011
Subject: RE: Repair Request -

Dear Mr. -

With the last photos the hardware issue has been confirmed. Unfortunately since this is a Legacy Alienware system there are no spare parts for the repair.
Instead we can offer you a replacement system from our current ones.

Alienware M17x Gaming Laptop Details | Dell UK

We just need a copy of the original invoice and your current contact details (including your address and phone number).
You will then be contacted by our Swap team with further details.


Thank you

-
Alienware Technical Support Associate
Dell | Alienware Technical Support
UK Freephone 0800 279 9751
International 00353 120 44 359
E-Mail [email protected]
Alienware Ltd., Unit 1 Blyry Court, Blyry Industrial Estate, Athlone, Co. Westmeath, Ireland

Spoiler

From: -
Sent: Monday, May 09, 2011
To: CER_AW1
Subject: RE: Repair Request -
Importance: High

Hi,

Thanks for the response,

As requested pictures of the hinge while laptop is closed, are attached to this email.

Please contact me by 11/05/2011 regarding this issue.


Thanks


-

Spoiler

From: [email protected]
To: -
Date: Mon, 9 May 2011
Subject: RE: Repair Request -

Dear Mr. -

Please send us a picture of the hinge when it is closed from the back as well.

Thank you

-
Alienware Technical Support Associate
Dell | Alienware Technical Support
UK Freephone 0800 279 9751
International 00353 120 44 359
E-Mail [email protected]
Alienware Ltd., Unit 1 Blyry Court, Blyry Industrial Estate, Athlone, Co. Westmeath, Ireland

Spoiler

From: -
Sent: Sunday, May 08, 2011
To: CER_AW; CER_AW1
Subject: RE: Repair Request -
Importance: High

Dear Sir or Madame,

My name is - and I am writing to you follow up my call on 08/05/2011 regarding repair to the m15x alienware laptop monitor.

Alienware Account Number: -
My address: -
The screw in the monitor is not in place, also attempting to insert the screw back into the monitor does not work as there is no grip for the screw to tighten. As requested photos attached to this email of the laptop.

I hope to receive a response to my request for this repair by Monday 09/05/2011

Telephone number : -
email: -

Yours sincerely,

-

 

Lol... man, these guys are great aren't they!?

 

Can anyone tell me if RV546 is a primary or secondary 5870? Dell was supposed to ship 2 cards and only sent this one.

 

Im on my last nerve. My r3 came Monday. Wednesday = I now have artifacts randomly appearing on my screen. Called tech support, sending me out another card. Requested a 6970, but I have to take it up with a lvl 2 tech for that.

Just want a good stable working machine!

 

Hi guys.
I have something to ask you guys.
I have an Alienware M17x R2 but problem keep show up one after another, from motherboard to hard drive to GPU, etc...
I have deal with DELL for almost a month, and I have to send my baby to depot once, and seem like they didn't do anything then send back to me. After that, dell keep send technician to my place, without make my baby work like normal.
Honestly I hate it if I have to send my baby again to depot or call technician come to stand there and watch them mess up with my baby.

So I have thinking about make them send me another machine. But I didn't buy Accidental Damage or Premium Warranty, so anyone think I'll get another machine? Also my warranty is down to around 3 month left while I'm deal with them, do I have to extend warranty to make them send me laptop replacement?

This is my baby spec: i7 840QM 1.86GHz, 8gb ram at 1333MHz, ATI 5870 CrossfireX, 1TB HDD,...

in case I can get replacement what spec I should get when they offer?
What should I know before make them send me replacement?

 

I'm sorry man. Luckily I think I have luck out and mine is not plauged with any problems. The only problem I encountered was that I cannot setup raid 0 with two of the same hard drives.

But yeah keep going to a higher level of support and make them give you an upgrade. God knows you deserve it after all the trouble it's been.

 

Hey guys, I got a question.

I have an m15x with accidental warrenty. Yesterday my laptop got knocked off a ledge and got really damaged, screen is broken, keyboard is messed up, it won't power on so I figure the mobo is busted too.

Anyways, it should be covered under warrenty but I just wanted to know to say to them. Will they give me a m15x or the m14x?

Thanks

 

I also had an m15x and It broke also. By obligation they are supposed tO either fix it or send you a system of equal or better quality. The only machine that compares is the m17x r3 so they should send you that if they decide to replace it opposed to fixing it.