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

Ah! Good news! I guess I got some misinformation somewhere along the line. Hopefully this is a smooth process, there are some pretty interesting stories in this thread. I'll let everyone know what ends up happening. Wish me luck.

 

Oh man, ohhhh man. My story is taking a comical turn.

My rep emailed me back that him and his manager are looking into my request, in the mean time...

I decided to open up the m17x r3 box to see if the screen and case are really THAT big of a difference. I booted it up and... no POST. 8 beeps and a white screen. I did a power drain and tried it both plugged in and on battery, same thing. This is a refurb m17x, too.

I immediately noticed even on the light grey screen that the viewing angles on this display are pathetic compared to my R2. Also, upon picking it up, I really like the finish on it, but my goodness this thing feels cheap! It's worse than a G73! Compared to the R2, this R3 feels like it's bending all over when I pick it up. I actually felt like I was hurting it when I held it from the corner.

Aside from the technical limitations of a single GPU, I thought a big part of the problem with the screen and the case would be perception but not a tangible difference, boy was I wrong. This R3 is definitely an inferior machine, I'd keep my less powerful CPU and GPUs any day compared to this thing, it feels like a toy.

I should have an update tonight, I was promised a reply within 24 hours... that came and went last night so tonight will be 48. We shall seeeeeee

 

NEVER wait for a response

ALWAYS set a deadline for a response - after that deadline passes you call back the very next minute.

 

Just thought I'd chime in on this post. After a day off work waiting for a useless service tech and sending my system to "depot" only to have it come back with the wobbly palm rest still there and a new scratch I am supposed to get a call from the resolution experts tomorrow. I am shooting for a replacement. I would be perfectly happy getting another M15x if that's what they offer me. I just want a functional computer without manufacturer defects and no scratches that I did not make on my own... AW customer service is an absolute nightmare and because of my experience I don't think I could ever own an Alienware let alone another gaming laptop. Its a shame because I loved my M15x but being at the mercy of a company's customer service, especially a CSR department as diluted as Dell's has really disillusioned me from owning such an expensive laptop. I'm going to sell the computer when they send me a new/fixed one and go back to custom builds at least then when a part goes up if its not covered by a warranty it can be replaced cheaply. $500 for a replacement GPU? no thanks.

 

Could you PM me the number to the resolutions dept?


Update: Blown off today, again. This has been going on for weeks, my tech will tell me he'll call me tomorrow, then tomorrow, then tomorrow, then he's off. I'm ready to skip to another dept. Anyone have a clue who to get in touch with?

 

Hey buddy I still have not received a call but I'm going to give them another 15 mins. I don't have the number for resolutions because apparently that whole department is on a, "We'll call you" basis. I do have the email for resolutions but if you don't have a resolutions case number I feel that the email address is basically useless.

 

Hey Alienwolf,
Please send me a PM on what Mr. CEO dell's webmail is so I could send something. I am having problems with my laptop.

Much appreciated, thanks

 

:cry: :cry: :cry: :cry:

After working on my issue for almost three weeks now... I have sent screen shots; I sent links back to this forum where Brian acknowledged the issue last year and that Dell was working on it. I had two techs log into my computer; one of which disabled the accelerometer thinking that would fix the SSD issues.... I was told that a supervisor was discussing my case with his manager on what resolution could be performed. I was told that I would recieve an update on Friday. This was last Monday.

This morning I get an e-mail from my rep:

I just... wow Dell really....


*****Update*****

Called in; spoke to supervisor; sending out another motherboard. It was this or the Depot. Even though I explained that a motherboard won't fix the problem....

Dell support resolution; delay delay delay and hope the customer goes away...

 

I have been dealing with Dell/Alienware since the middle of March this year it started with them not being able to fix my m17x R2 so they replaced it with a
m18x which I recieved in June, the system didn't work right out of the box but they didn't want to exchange it so they sent out a tech to replace the video cards, cpu, memory, harddrive, which still didn't fix the problem so they sent out another set of video cards, lcd, fans, still had issues with overheating so they asked for it to be sent to the depot so I sent it in they said that the fan was unplugged and sent it back without testing it, it was still overheating, hanging, not shutting down properly, the lights would stay on the speakers and keyboard, so they sent a tech out again to replace the video cards which fixed the overheating but still had the other problems.

So after about 6 months of not having a fully working computer they are exchanging it again for a new m18x, this has been a long and frustrating road which I hope it ends when i receive my new system in a couple of weeks. I have lost 6 months of warranty which they won't extend.

You have to keep after them and not give up, but I do wonder if they just hope you go away.

 

I too seem to be having problems with Dell/Alienware. In late May, I set up to have my motherboard replaced because the DisplayPort wasn't working. Before the technician came, I was called up to State Active Duty (all the flooding here in SD, so I went and helped with that). I set it up with the technician to come at a time that was convenient for my room-mate, that way my M15X R2 would be good to go when I got back.

Well, I didn't get back until the 2nd week in August, one week after my warranty expired. I then had my room-mate ship my laptop to me (I was on the other side of the state working at the base to finish up the summer). When I received it, I noticed it seemed slower, and come to find out one of the RAM modules was loose. I put it back in and think, no big deal.

Jump ahead to the first week in September, and my motherboard doesn't post. I call Dell/Alienware support, and explain the issue. They say that they can't do anything because the laptop is out of warranty. I then ask them why they wouldn't extend the warranty on the parts/labor done in June, and their reply was that they typically warranty service/parts done for one month after the repair was done. I didn't have access to my laptop for that 1 month period (and my room-mate is clueless when it comes to computers). They instead wanted me to pay for the extended warranty to fix it.

So I call the guy that did the repair. He won't do anything until Dell sends him a service order/request/whatever, and Dell won't do anything because I'm out of the warranty period. I managed to get the motherboard to post (a loose cable), but am having lighting issues related to loose cables. Obviously everything associated with the repair was slapped together in a hurry, and done in a shoddy manner.

I've been trying to get Dell to send the technician back out to go back through and do the job right, but again, they don't want to do ANYTHING because I'm out of warranty, DESPITE me explaining my inability to access my computer for an extended period after the repair was done. I've tried the unresolved link at the beginning of this thread, I've tried emailing the Alienware unresolved solution center (AWCC or whatever it was called). Nothing.

Am I being unreasonable here? I don't plan to just deal with this crappy "repair."

 

Well, it seems Alienware isn't interested in giving me any updates. My account specialist has promised to call me, but after making a few attempts and leaving me a voicemail, he decided to close my ticket -AFTER- I sent my system off. From what I can gather, they have my laptop, and I -THINK- there is an open ticket / repair occurring. Nobody seems to know for sure.

Nothing on the website has any updates on the initial contact I made with alienware, and the person handling the warranty claim has refused to respond via email, and I can not get ahold of him on the phone. I believe I was connected with the Costa Rica office for the claim.

I've called Dell a few times and after being bounced from department to department, the only piece of information they could tell me is that they received the laptop and it was being repaired with no estimate on when the repair would be complete.

Outsourced tech support is infuriating.

To quote an email I received: " I did call you but no body answer the phone, But I will call you later on but I cant promise a exactly hour. But for real I will do it."

For real, he didn't.

 

I'm just a bit curious and I probably should read your posts but I'll just ask - why did you send the system in to a repair depot if you have on-site service?

As for the email quote, horrible.

 

by that did you mean we don't need to send to the depot if we have an on-site service?
because when I call in to ask for system exchange that told me that not an option, and before they consider that's option I have to send my laptop to the depot which I don't and they seem like refuse give me anymore option
till now my laptop have several part replacement and some tech support using remote control to fix it but freezing still occur and even worse hdmi out, bluetooth is not working.
I on hard situation right now and don't know what to told them

 

They always push the depot AsakraYoh, I'm sure its cheaper for Dell than sending out a replacement. Be firm and polite and insist that you get your next day onsite repairs and if that doesnt fix the issues, a replacement. You DO NOT have to use the depot.

 

GetFound I'm gonna have to disagree with you. I spent two years in dell hell by refusing to send my laptop into the depot. They froze my account, cancelled my orders, accused me of fraud, all sorts of total BS.

I finally relented and sent my system in. They totally damaged it, replaced it with the wrong parts (force downgrade) and then failed to package it correctly despite the packaging instructions sitting on the bottom of the box.

The default to send to depot is their mantra but that doesn't mean that you can ignore it.

I've also have dealt with dell for many customers and they too would receive the depot treatment regardless of the nbd at home warranty. I would be on the phone upwards of 8 hours when I began the call with all the troubleshooting information they needed at the start.

While I agree with you, that on site warranty should dictate exactly that. However, that reality is far from the truth.

My case began in sept/oct 09 and it is still not completely resolved in 2011. I got a replacement but that too has issues. Should have sent it back after I started it for the first time and got a bluescreen.

I wish you luck AsakuraYoh

 

I had to send my Alienware to the depot (I have next business day onsite warranty) after they replaced several parts that didn't fix the problem, the notebook came back working the same as when I sent it in, after months of dealing with Dell/Alienware they are finally replacing the 1st m18x with a new one.

I have been dealing with them for 6 months now but the new system is on it's way and I am praying that it will work.

 

I don't think so
after I keep calling Tech Support
and told them I can't send my laptop to depot because I need it for my online class and homework.
After one month, I finally meet some one who understood my situation after told me to describe my problem with laptop
and then he put me on hold for around 5-10' to talk with his manager
then my system replacement had been approve without send it to depot
just as GetFound said be firm and polite
if they insist want you send to depot just hang up then wait another time and call back

 

That's pretty much the best method. Keep calling until you get a rep that will help you out.

 

Well to follow-up; it took e-mailing the CEO e-mail address to get anyone to call/email me back with my situation. Turns out a part was backordered and nobody could access that information and relay it to me other than senior level customer support.

They sent back the laptop with the power supply rolling around inside the box, no hard drive, and lots of small case related damage (as result of the loose power supply).

After telling my new executive rep. about my issue, they approved a refurb replacement. I haven't gotten it yet, so I am not 100% satisfied, but by the graces of god, they found a non-R3 replacement for me (I mentioned the dual graphics card situation to them.)

Upgraded from 2.6ghz Core 2 Duo P8700 to 2.6ghz Core Quad Extreme QX9300. Upgraded from 4gb to 8gb ram. Upgraded from 280m (I self-upgraded to SLI) to 4870 Crossfire. Upgraded from DVD/RW to Blu-Ray Burner.

The only thing that wasn't as good as my last system was a 5400rpm hard drive instead of the 7200rpm, but everything else made up for the differences in my book.

Dell has a really really awesome support team, it just takes a big run-around to get ahold of someone who will handle issues and answer questions. I really wish I could deal with the agent who took over my case for the rest of my warranty. Painless, friendly, and always had the right answer.

 

It seems 99% of the time they do come thru for you. The upgrades are really great You have a much nicer system. I still say what other company would give a upgraded system? Glade it worked out for you..Enjoy

 

Yeah, I am pretty pleased. I am reading that the 4870's in Crossfire aren't quite as good as the 280m's I had in SLI, but the fact of the matter is, Alienware didn't sell me an SLI machine to begin with, so the fact that they made a push to get me a dual card solution really made me happy. The other upgrades kinda made me go then .

And I am extremely happy that I ended up with an m17x R1 (would've been fine with an R2 as well), instead of an R3 which was my fear.

R1/R2 metal casing is a TANK. Would've been sad to go back to Rubber/Plastic.

My advice to anyone reading the thread would be simply this: patience is going to be required, but complacency isn't.

If you are unhappy with how something is going, just keep talking to people until you get someone who's willing to help you, or get you some information.

I didn't push for any upgrades (and certainly didn't expect any), I just explained my situation calmly and clearly to everyone I spoke with, and eventually they made it right.

As I stated in my other post, my only wish was that the "front lines" of customer service had access to the same information as the senior level representatives.

 

calm, clear is what we should do every time we call for tech support
I personally happy with dell for their customer service when come to system exchange
I still wait for their reply on my exchange with another M18x
still don't know if it's refurb or new
but from last time I talk with manager he's told me my spec will go up and new system because they don't have any refurb in stock that comparable to my system

 

For those of you following my posts in this thread, Here's my replacement info:




Alienware M18x Space Black Anodized Aluminum

Airborne Documentation, System Exchanges,Factory Install

AlienFX Color, Mars Red

8GB Dual Channel DDR3 at 1600MHz (4DIMMS)

Intel Core i7 2860QM 2.5GHz (3.6GHz w/Turbo Boost, 8MB Cache)

Internal High-Definition 5.1 Surround Sound Audio

Slot-Loading Dual Layer Blu-ray Reader, BR-ROM, DVD+-RW, CD-RW

18.4-inch WideFHD 1920 x 1080 WLED

Dual 2GB GDDR5 AMD Radeon HD 6990M AMD CrossFireX

Alienware M18x 330W A/C Adapter

750GB 7,200RPM SATA 3Gb/s

Adobe Acrobat Reader

McAfee Security Center, 30 Day, CNB

DataSafe Local BackUp

PC Restore

DELL-DOWNLOAD-FLAG

Roxio Creator Starter

Steam and Portal Factory Installed

Alien Red Glyphs

Alien Red Glyphs

Soft Contracts Dell In-Home Hardware Agreement for Alienware

Alienware Command Center, M18X

Genuine Windows 7 Professional 64 bit Service Pack 1, English, w/Media

Killer Wireless-N 1103 a/g/n 3x3 MIMO for Gaming and Video

Bluetooth 3.0

 

Think you could of held out for a little better! Just Kidding Killer set up
I see some fun times in your furture for sure.

 

Ugh, the plot thickens. I just got another call. Apparently the system I was promised is no longer available. I am going to end up with a new system instead of the QX9300 system. I was told I will be getting another call tomorrow with the details. They said I will end up with a system similar to my original so now I am all paranoid of getting an r3 all over again. I was told on Tuesday my system was shipping in 4 business days, and now it disappeared. Here's to hoping I get an m18x and not a plastic r3 grrr.

 

Well if I was a betting man which I am, I would say since you had sli you will get a m18x with Nvidia 560 or 580 But then it's only a bet..lol

 

Let's hope that's the case alienwolf. My fingers are crossed. I'll update later today when I get my new specs. I wonder if it would be out of line to request a Nebula Red machine even though the system being replaced is Space Black.

Can't hurt I suppose. If it is being built new, the color option isn't a cost increase on the order site.

 

My rep informed me it was a baseline min spec m17x r3 that was ordered for me. I asked if the m18x was even a remote option. He informed me that he would check with backend and look into it, no promises. I guess an R3 wouldnt the end of the world. :'(

 

No it wouldn't but I the hardware is so advanced in the m17x r3 just ordered another one be here Monday. But you did have sli and they should be willing to go that way.

 

That's wonderful, considering I spent hundreds of hours calling dell and wasted two years of my warranty having to deal with them. The truth here is that their support is amazingly inconsistent as is their policy.

I believe that one of the mods should do a poll for dell/alienware regarding owners who have nbd onsite warranty. I wonder how many of them were told to send to depot and/or forced to send to depot regardless of their warranty.

Calling for a month is not a viable option for most people. Calling until you get someone who cares is absurd for those who spend the money for warranties to begin with.

I applaud you on being determined but remember all the effort you needed to give just to get your machine fixed or replaced. Was that effort necessary when you have a valid contract and issue? Do you believe that dell was either negligent or incompetent in dealing with your situation?

 

They aren't budging from m17x baseline config with the 1920x1080p 60hz screen upgrade.

I might end up trying to sell on the market place and just spend the difference in price to get the m18x myself.

How much of a value drop off do these things have if they are unopened with full warranty in tact? I never thought I'd end up selling my alienware.

 

If it's a new build in a black box you should be able to get close to retail. Sell it on ebay as new unopened unused and you'll move it. Sorry for the hard ball they played.

 

Thanks for the words of encouragement. Time to start researching the "how to get a deal" thread for my future m18x. All in all its not that bad of an outcome.

 

Digitaltrav I think that you should try more, tell them that the option they are giving you is not acceptable to you. I know that they can be tough, but you are a customer that paid them to give you a aluminum body computer, that has the ablity to have 2 video cards in it. And by replacing it with a plastic body and a single video card option is NOT A OPTION. Now I think you said that your orginal m17x only had one video card in it, but the fact that the system had the option to add a second is the key.

They tried to pull a similar thing on me, I had 3 m17x r2 replaced after I bought it. Now granted mine did have came with teh dual video cards. The last time they wanted to replace it they tried to give me a m17x r3 with a single GPU. I fought with there executive resolution team for 3 weeks over it and finally it was tech support that got me the M18x replacement.

Just tell them yout concerns, and if you do not get the answer you want then keep trying. It is really the only option that you have at this point. But never settle for less than you paid for. You paid for their top of the line system when you got it, and now they want to replace it with thier middle of the road competition system. Rather than their best that is not acceptable to me.

 

Well to summarize, yes, I purchased a single video card aluminum body R1 to begin with. I upgraded it myself to a dual video card solution, so I was taking full advantage of the option.

It fell off a desk, and I had the advanced warranty. They attempted to fix it, but sent the machine back without a hard drive, and also with a lot of issues (BSODs, sound problems, hell there was a piece of something rolling around inside the case).

They attempted to replace it with a refurbished system with dual video cards in it (the 4870x2) and it was all good because it was the same R1 model that I sent in with a lot of hefty upgrades.

At this point I was very pleased and the customer service rep understood that. I thanked him many times over for it.

Then they said that system didn't pass a quality check before they sent it out, and instead would offer me a new build.

Then they stonewalled at an m17x R3 baseline configured system with 1920x1080p screen upgrade.

Now the thing that sort of was a bummer is that the refurb they offered had twice the ram, dual video cards, aluminum body, bluray burner, the works. To me it felt like they promised me one thing as a sign of good will, and then they took it away and said "you will be ok with this instead", even though I really wasn't.

Now, I didn't start this process to get upgrades, only to get my system fixed. But after they had promised some of those things, I really did end up getting my hopes up.

The last time I spoke with a customer service rep after requesting the m18x upgrade, he said he could cancel the m17x R3 order, and we could wait (indefinitely) for a refurbished unit to show up in inventory.

This means I could end up waiting another 2+ months while a system came in that matched my old R1. This wasn't an option for me, so I am sort of stuck without any more room to negotiate.

 

Is this real life? I just received a call from Dell at work. It was the original customer service rep. who started this process asking what the problems I was having were. I want to be clear that I had not initiated this contact, and I had assumed the customer service process had completed when the system was approved for build. He told me he received an email updating the case, and wanted to be sure everything was going well.

After telling him the whole story, he said that he would likely receive the same answer for a replacement system. That was expected. However, he did mention to me that I would be receiving an upgraded graphics card from the original configuration. This card being the 6990m. This was fairly good news, as I had accepted the system in the current configuration. Well, after we finished our conversation I received another call 5 minutes later...

He said that he mis-read the order number and I would be getting the 6870m and that after talking up how amazing the 6990m was to me, that it was "his bad" and he would attempt to authorize the upgrade. This involves sending out a technician to my house to replace the card.

The absurdity of this is that when configured with a 1080p screen and 6990m, the m17x R3 retail price is $1949.00.

The price of my requested m18x which would have prevented ANY concerns altogether from me? $1999.00

$50 of retail pricing. If approved for the 6990m that the customer service rep said he would push for. (And that he had mistakenly told me was already in the system) I'd wager a guess that it costs Dell close to the $50 to send out a technician to replace the card.

All I can do at this point is laugh, because the frustration of being promised things on two different occasions and then having them revoked is getting out of hand.

 

Well I just thought I would put up my success story about a system replacement.

I have an m15x that I purchased used about 8 months ago with over 2 years left of accidental and normal warranty. I got a steal of a deal on it.
It has the 740 processor, 8gb ram, 500gb hard drive and a nvidia 240gt video card. (yes i know thats the worst card but let me keep going). I payed a total of 600 for the system.

Over the course of the 8 months I have had it, I have had the motherboard replaced, the videocard replaced/upgraded (for free to an ati 5850) 2 batteries, 2 psus, the hard drive replaced/upgraded (again for free to a 128gb ssd) and the lcd replaced 3 times. (Also during the 2nd lcd replacement, the tech sent me a free Alienware TactX mouse for the hassle) After the 3rd lcd replacement, i asked about a replacement system. The first rep I spoke with said she would request it and call me back when she recieved an answer.

My mistake for not getting her name or a case number when I spoke with her since I never heard back from her. I called back on tuesday of this week and asked to speak with the rep who gave me the free mouse however he was not working then. I told the current rep I would give him a shot in the hopes he could meet or exced the outstanding service I recieved from the previous rep and he said he would do his best.

After explaning the situation to him, he told me he would gladly exchange the system for me and placed me on hold to speak to his manager. I had told him I was hesitant with another m15x due to all the issues I have had with this one and if a referb m17x or m18x was avaliable, I would be very happy with that.

After being on hold for a few minutes, he came back and said they would be willing to offer me an m18x if I was willing to purchase a 1 yr extended warranty. I told him I would gladly do that except I didnt have the money right now. I said I would make the commitment to purchase it within the next 6 months (before I had less than a year left on the original warranty) and he agreed.

He explained that he was off the next 2 days but would build my system on thursday (today) and call me back with the info on it. Well this morning I was to excited to wait for his call so I called him and just got off the phone with him. Turns out he went above and beyond on getting me a replacement and here is what I have comming to me.

(build sheet below)

BRAND NEW M18X (not a referb)
I7 2670 processor (yes the lowest processor but its better than what I have)
8gb ram (same as what I have other than its 1600 insted of 1333)
DUAL ATI 6990 2gb Video Cards (much better than the single 5850 I have)
DUAL 256gb SSD (I only have a single 128 that they upgraded/replaced free)
and he is throwing in a Razer Naga Gaming Mouse & an Orion M18X Backpack for free!!! (backpack is on a different order)

Basically to build this system right now on Alienwares Site would cost $3888.99. And this is in exchange for an m15x that is probably worth $1500 TOPS!!!

The moral here is be calm, patient and understanding that they are people to who are just doing their jobs, FIND THE RIGHT REPS TO DEAL WITH and make sure to have a little leverage (well this rep did this, I saw this here, they said that ect.)

With some patience, time and a good rep, you can do very well on upgrades or exchanges. Tell them what you would LIKE but that you would be willing to accept something slightly less. Remember, they have to get approval for everything at work just like we do, and if they go to their supervisor and say, they want this but will take this, you are much more likely to get it since they see you are willing to work with them and not just get everything you can out of them.

Hope this builds some of your hopes on replacements/exchanges

 

Dual 256gb SSD? That's a $1000 upgrade. On an m15x? Damn. Makes me feel even worse about my situation lol.

 

Digital, I feel your pain. This is exactly the type of thing that drives me crazy. Complete inconsistency with their policy and treatment. Some people seem to hit the jackpot and others are made to suffer endlessly in purgatory with no resolution.

djskorch, that's beyond success, that's like hitting the lotto. Congrats on your new system and the extras.

 

thanks bloodroses, i cant wait to get it, he said should be about a week and a half to get shipped.

Digital, I understand your frustration. I had to go threw quite a few reps each time with each issue until I found someone who was willing to help me and go the extra mile. The best advice I can give you is to drop whoever is currently working on your stuff, call back over and over until you find a rep that is genuinly interested in helping you out and retaining you as a customer. Keep at it and you will eventually find a rep who isnt just their for the paycheck and is willing to help you out.

 

I have sent off an email describing my situation thus far to the Unresolved Issues department. Hopefully someone will take up my cause. The last I heard yesterday was that I would get a call tomorrow about the 6990m situation.

We will see where that leads. Maybe Unresolved Issues will call me today? Maybe they will just get sick of me and buy me a bottle of sleeping pills and put them into delicious brownies to sedate me until I forget I even own an Alienware.

djskorch that system is so awesome. You are going to love it.

 

Thanks Digital. I know, Im so excited for it. Cant wait for it.

I never had to deal with the unresolved issues department for anything.

Tell you what, after my system has been confirmed shipped, if your still having issues, I will give you the name and hours of the rep who has helped me.

I dont want to jinx my system so i dont want to give it to you yet but when my system ships, I will let you have his info and you and I can have our hookup. haha. I just also dont want to give his info to everyone and have him get bombarded with calls. haha

Just seems like youve been dealing with alot of crap so.... im assuming you are in the U.S correct?

 

Yes, I am located in the US. I've dealt with two different departments. The first being the call center in Costa Rica, and then I moved over to Corporate based in India, and now they've put me back in touch with Costa Rica.

 

The rep I am dealing with is in Costa Rica so maybe you will have better luck this time.

 

Costa Rica is the Alienware center..India is Dell. You should get more help from Costa Rica if all go's well.

 

I have to agree with alienwolf. Alienware support has been a pleasure to deal with. They seem to actually care when there is an issue. When they remote in it's great to have them use the same tools that you would use to troubleshoot potential problems. When you provide them with information they listen, which was a complete shock to me.

If you hit a wall with a particular person I agree with past advice, just get off the phone and call again later.

 

So, here's where I am at after talking one more time to Alienware Costa Rica.

Nebula Red m17x R3
1920x1080 60hz WLED*
2670QM
4gb (2x2gb) 1600mhz DDR3
500gb 7200rpm
AMD 6870M

The 6870M will arrive in the system (still haven't gotten it), but has been authorized to be replaced by 6990M by an on-site technician. I just need to call Alienware to schedule the replacement when I get my system.

And seeing as my Advanced warranty is expired now on the R1, the new system comes with 1-year Standard Warranty which will cover the whole system including the replaced 6990M component (upgradeable to 4-year Advanced for $$$).

Still not an anodized aluminum case, but the headache hardly seems worth it at this point. I figure at this point, after the 6990M upgrade, the system will be as fast (maybe faster) than the m18x with 560M I requested, and if the case ends up being less than sturdy, the warranty should cover it.

I still find it completely ridiculous that the difference in price is $50 between not going through any of this and where we ended up.

The only drawback at this point? 6990m is on back order until November 4th.

 

Looks like a pretty fair deal, the 6990 is the top of the line. As far as sturdy being I have had every model. I find the m17x r3 a very sturdy unit, I really like the lose of weight.

 

Cool. Yeah its a fair deal. Thanks for the input on the build quality. I will say I was surprised in the weight loss. Much more portable. Will the standard power brick support the 6990m ok?

 

It powers the 560 no problem, I even use an extra m17x R2 PSU I have. The spec's on both bricks are the same. Only the m18x has the really large one. Also the m18x really is much heavier than the m17x's were.