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

My Alienware m17xR2 was a replacement for a Dell XPS m1730 which had complete cover warranty.

 

If you feel you have gotten your money's worth out of that fine R2, then I would say save up for the m18x. If you feel your going to use it a few years more as your main rig then I would cover it. Hope that makes since. That is a nice R2 still love my old one.

 

Thanks for your reply i think i will go for 2 years as it still an awesome machine way more reliable then the old XPS m1730 $427 for 2yrs seems cheap too last quote i got last year was $800aus.

 

I am wondering if I should buy from the Dell Outlet. Does the warranty they offer can be transfered and used international?

1 Yr Ltd Warranty, In-Home Service after Remote Diagnosis

 

I was wondering if you guys could help me out, my warranty ends tomorrow and I've been in a battle with tech support for last two weeks, since my computer has been dead for past two weeks and they want me to send it into the depot, I've had loads of problems since the day I got my machine this time last year but to cut the story short, I have a problem list long enough that its eligible for a replacement but since I bought this system from the US and I'm living in UK they cant offer me a replacement at all or a refund, only because it was bought in another country.

An option they gave me is to send the machine back to USA talk to them there and see if they will approve for a replacement there. but kind of impossible to do something thats so easy to say.

I was wondering if anyone know's of any workaround or been in the same situation as I'm in right and had their problems sorted out. My brother bought a XPS 16 laptop same time I did and they gave him a replacement here with no problems, but they wont allow it for me, only repairs,and my laptop is covered under warranty until the problem has been fixed. I feel like I've hit a brick wall and don't know where to go, I've had so many repairs recently that have 2 new problems in place of the one fixed and now I have a deadweight on my hands. I dont know if it would help to call the US alienware support team and talk to them to see if they can sort something out or not, I have an international plan to call the US if thats the neccessary thing to do. Please help

 

I would try emailing Corp at CEO at dell.com could help,. At the very lest I would get them to give me a deal on an extended warranty to cover until I could get things sorted out. If it's been as much trouble as you say get a warranty ASAP.

 

I asked them how much would it be to extend my warranty, and they told me that you cant extend the warranty since you have an ongoing problem so until its solved you cant get an extention at all

 

Hello All,

I thought I would and should share my customer service experience with Dell/Alienware. This is a BRILLIANT OUTCOME story and will hopefully breath the confidence air back in to some of you who may be horrified of issues experienced by some who posted on this thread.

I had a replacement need arise for my AW M17X-R1. This need was based on the fact that Alienware could not fix the issues I had. I had complete care 3 years NBD On-Site!

I had the laptop for over 2 years and it was in TIP-TOP condition although used for 2 years, but I guess that is irrelevant! AW Tech-Support requested that I send my system in to a depot for repairs, now I did not argue that I had On-site NBD, that's what they needed and I agreed (although inconvenient). I was a little reluctant since I sent my system to the depot once before for GPU issues and it came back in perfect condition all working, but they had lied about the work they did, i.e. GPU's replaced and HDD replaced....NO they were NOT repalced! But who cares, what ever they did worked.



Never the less, once my system went in to the depot I had no updates for a week (except the DELL automated IVR/messaging system, with a robitic voice advisng what stage my stytem repair was at, not the best but very accetable) and when I called AW Tech-Support a week later, I was advised that they did not know what was wrong with the system and appears they could not fix it, also I was advised I had to wait a week more before they can do anything. I disputed this and asked what the point of waiting another week was since they can't fix it, thats that!

I had to make a few further calls before I was told I will be getting a replacement! Day 10 by now.

On day 11 I had a replacement spec sent to me for an M17X R3. Although the spec was nice I did not like the offer due to lack of SLI, the plastic shell and the lack of CPU power.


I emailed back and gave the replacement guy the specs of my M17X-R1 and asked him " if you were in my shoes and this was the system you had, what do you think a satisfying and a fair replacement would be?" 30 minutes later i get another offer via e-mail for a BRAND-NEW " Stealth Black M18X | i7-2960XM | Dual GTX 560M | 4GB DDR3 1333Mhz RAM | 2 X 750GB 7200 rpm HDD's " is what I get! Now that is not the best upgrade but considering an M17X-R1 and them matching all my specs and going above and beyond except for RAM (cheap now, I don't care) I was 110% satisfied and accepted!

on day 12 the system went in to production and day 13 the system was dispatched from China (I got e-mailed a UPS tracking number) and on day 18 I receive the super M18X, I note that the speedy delivery and system build may have been an exception in my case. Now what more can you say other than " EXCELLENT/PERFECT/BRILLIANT..." support and customer service...THUMBS UP DELL/ALIENWARE!



Advice:

Do not argue the toss with the support staff, they know what they are doing (most of the time). Do not use your warranty agreement as a matter of principle to request for a NBD On-Site tech, if the system needs to go to a depot, so be it (unless of course you argue you need your system fixed ASAP for business needs and this has to happen on site to minimise down time, in which case i'd say, have a back up system if your business is that important, but that's me). It is down to them to fix it and deal with it so send it to a depot if they need that.

Keep all correspondence via a phone calls followed by an e-mail request for anything significant agreed and said on the call, all significant developments should be documented via e-mail.

As said many times before, getting Pieeed off, angry and rude helps no one. you have to be calm, collective and be knowledgeable with the technology you are referring to in order to request anything other than what the support team advises you of.

Also note that DELL/Alienware are not obliged to give you a NEW replacement, they can offer a reasonable refurbished unit with your specs matched or better.

When dealing with a replacement all you have to make sure is you are happy with the replacement offer they make, if not do not accept it but don't be an idiot, have a decent reason for not accepting it. Although it depends on your preference and what component in your system is a must have to satisfy you, you should be willing to compromise a little to gain a little, what I mean by that of course is not to accept an inferior spec, but if DELL/Alienware have not matched your spec on one part say "RAM" but they gave you an upgrade on say your CPU or GPU, that is and should be acceptable, but once again that's my view, and any upgrade/downgrade should be a compromise both ways, unless you are extremely lucky and you get a very high spec upgrade, in which case, happy days!

Each to their own, but there may be some people out there who think they are way too clever and can abuse the DELL/Alienware replacement/warranty procedures, they may be successful in doing such a thing, but it is precisely because of people as such that majority of issues are caused and treated as suspicious by DELL/Alienware hence causing the real affected people the pain of jumping through hoops and going through loops to get their replacements sorted.

DELL/Alienware like any business as such will have a policy of weeding the abusers out, I am surprised that some people here (not saying they are frauds) had 5 x replacements and are wondering why DELL/Alienware think their activities are suspicious and they will have to look further in to their cases....Come onnnnnnnn who wouldn't.

Final note, I know I had a smooth and a delightful customer service experience with DELL/Alienware, hence I am giving a very positive review. I also understand some people do go through DELL HELL through no fault of their own and do experience very disturbing and unacceptable levels of customer service, although this is unacceptable, these things do happen and I can only feel for those people and say be persistent until you get the service you deserve, but all I'll say is patience and DELL/Alienware will and should ultimately exceed your expectations.

Good luck every one, I hope you have the same hassle free and speedy service I had from DELL/Alienware.

 

Yet another sign of completely inconsistent policies with-in Alienware's customer service.

Congrats on the new system. You hit the lotto. Glad to see one of the lucky ones posting here.

 

Thanks mate, I gues I was slightly lucky as well, based on others experiences. I just hope every one who had a bad expereince ultimately get the service they deserve.

I also forgot to mention on my previous post, that I like to thank every one on this forum for the advise and invaluable info they provided.

 

YMNAW I agree, I believe it is the norm rather than not. As I type I am waiting for a service tech to arrive. He will replace my mobo and GPU this is the second service call and I had 3 phone supports about 2 hours each. I received a phone call yesterday from Resolutions that if this is not a fix they will replace the system. My point is most of the time like you stated they will do what is fair and right. Since this is no small system it's my Area 51 even I am very impressed with Dell/Alienware. Oh rep + to you for sharing your story.

 

Well, a little update. After being offered the 6990m replacement card back in the middle of October, I was told the card was put on backorder, and I would get a call when it was in.

I called in to alienware a week ago to check, and was told the part was off of backorder and would arrive November 4th, at which point the tech for Dell would call me.

I was called on November 4th by a tech who didn't know what service he was tasked to perform, and after explaining to him what it was I needed done, he asked if I had the parts. Well, I told him that Dell had said HE would have the part. He said as soon as he tracked the part, he would call me back. I never heard back from him since the initial Nov. 4th call.

I just got off the phone after calling in to alienware today to figure out what the deal is, and I was told that it's a part put back on backorder due to rainy weather.

Yet again, nobody bothered to email/call me to tell me this information and I had to waste another 30min calling in, giving my service tag, verifying my phone number and email, and explaining what was going on only to be put on hold while she read through the notes.

November 14th is the new date when the part is supposed to be in. Yay. (we will see)

Another fun tidbit; while installing a 2nd hard drive, I noticed the screws holding the caddys in place were drilled off-center into the posts, causing them to fuse/strip. I finally managed to remove them only to see that on each of the two caddys, there is one of the screws which no longer bolts down at all due to the faulty manufacturing. Fun. (and not worth another RMA process .. maybe the on-site tech will have something to say about it)

 

Thanks for sharing that anecdote. And congratulations on the excellent replacement.

Of course, I totally did things a different way and didn't give in to depot requests and what not else since for every one experience where a depot scenario's produced an ultimately positive outcome, I've read at least a dozen or so that are in escalation purgatory, so to speak. So I stuck with an NBD strategy and got my own results, but to each their own. Congrats, yet again.

 

Hey folks-

Long time not posting, but finally got a nice holiday break from the shoot I've been working on, which, along with meaning I get to go back to the States for Christmas (right now I'm in NZ) I also managed to sort out a large backlog of issues with my M17x R2.

Cliff-notes version is, a replacement has been approved, but as I'm still out of the country where I originally purchased my machine, the reps can't start the ball rolling on the new system until closer to my flight dates, which is fine.

In the meantime, however, I just thought I'd pop in and ask what exactly I can/should expect in terms of a replacement system for my current spec- will I be looking at an R3 since it's a 17" machine or an M18x since I've got a dual-GPU machine? If they are replacing R2's with M18's, what kind of GPU's do they throw in?

I know it's a case-by-case basis, but if there was just a few general assumptions I could have nailed down, would help immensely as I am not going to be in-country for very long and anything that can streamline and make the process more hassle-free is going to be invaluable.

Thanks!

 

Hello Praetorian,

I am not sure what specs you had in your old system as I have not had a chance to read any of your older post(s) where your specs were motioned. However, you have so far confirmed an M17X-R2 and the fact that you had dual GPU's. I also assume you have the 1920*1200 res display......

As far as replacement specs go, you can leverage a few things in order to request the M18X upgrade, this request "maybe" be serviced at the discretion of DELL/AW.

1) M17X-R2's I believe are Anodized Aluminium, and M17X-R3's are not, therefore you can use this argument and push for an M18X which is Anodized Aluminium - Please note that this solely is not a good reason, since DELL/AW can argue that the M17X-R3 case is functionally equal, therefore satisfactory.

2) You can argue that you have a DUAL GPU set-up and that the only other dual GPU model DELL/AW currently offer is the M18X model - Once again this solely is not a good reason, since DELL/AW can argue that the M17X-R3 they can give you a 2GB DDR5 GPU which will compensate the dual 1 GB setup you may have (I am assuming that's what you have) therefore, a 2GB single card is a satisfactory and a functionally equivalent one to the SLI or CFX you may have (not sure if they had low 1GB AMD's tough) - So any research and understanding in to why you need a dual GPU may leverage this argument further in you favour, but once again M17X-R3 seems like a reasonable replacement.

3) If you did have the 1920 * 1200 display, you can argue that DELL/AW no longer have such a display. Therefore if they upgraded you to a 18.4" (M18X) screen you will be happy as the larger screen will be the compensation for the resolution loss you incur (down to 1920 * 1080) - I am not sure if Dell will have an argument against this but they may try and persuade you with a few other goodies and may still try and push for the M17X-R3. If DELL/AW did insist on the M17X-R3, you should at least request the 3D display and the nVIDIA glasses as compensation for the loss of screen estate in terms of resolution.

You may wonder and argue that I received a M18X for an M17X-R1, but my case was slightly unique due to my top end M17X-R1 system, in fact I never argued anything with DELL/AW they first offered me a M17X-R3 with some what midrange specs, which I was ready to accept, yet when I asked for a few more additions to the M17X-R3 to compensate for the loss of various components of my M17X-R1; as I articulated my reasons (remained polite) and they understood and agreed that they will send me a M18X, which to be fair in my case was a fair replacement aside from being a wonderful upgrade.

Do not forget that, a NEW replacement is at sole discretion of DELL/AW and is a good will gesture. Dell/AW may still offer you a reasonable refurbished M17X-R2 replacement unit, that is, should they have one laying around somewhere in a depot....I hope you get a BNIB "NEW" replacement system!

Therefore I will renew my thought on DELL/AW service -THEY ARE ABSOLUTELY A TOP NOTCH COMPANY AND HAVE PROVIDED ME WITH GREAT SERVICE OVER THE YEARS - I WILL BUY ALL MY FUTURE SYSTEMS FROM DELL/AW, OF COURSE WITHIN REASON.

GOOD LUCK AND ALL THE BEST!

P.S. I am sure other will also advise you one way or another, but be sure that DELL/AW will and should take care of you, if they don't you can show them the stick

 

Stupid me, your sepcs are in your signature....(I need normal glasses let alone 3D)

I guess they may offer you the dual 1.5 GB GDDR5 GTX 560M (DX11 capabale), that is if they upgrade you to a M18X, which I hope they do, or they may give you a single single 2GB GDDR5 GTX 580M (Of course capabale of DX11), They may also try and offer the single 2GB AMD 6990M/6970M (did I say DX11 capabale? )....All of the current GPU options are upgrades in my opinion. Except, I would not accept a single GTX 560M should they be naive enough to offer that.

 

after a long list of problems my machine is being replaced (waiting on finance team approval) i had a m1730 (x9000 extreme CPU & 9800gtx sli) which they replaced with current spec R2. Will they replace with a m18x with specs based off R2 or m1730?

 

The spec's will be based off the first system not the R2 since they do not upgrade from a upgrade. I seen some people get upset at this but they are upgrading and still replacing your m1730 which is what you paid for. Now you may get lucky and they will give you a few of upgrades on the R2 replacement.
But as long as the replacement meets or exceeds the m1730 that's all they have to do. Hope for the best.

 

I disagree here. The specs will be based on your current system. There are some people who got 5 replacements starting from Inspiron E1705 and currently holding M18X.
Now, if the specs are based on first system then they would land with some 17" Inspiron series not AW series.

 

spradhan01, yes you are correct that people have started off with way lower specs and have ended up with M18X's after numerous replacements. However, this is not to say that the warranty terms dictated that. If you actually read (I am not saying you haven't read it) the warranty there are at least 5 references in there advising you that any replacements will be based on the "purchased original system specifications" - Therefore it is quite plausible that some people may end up with some other 17" DELL make, as long as specs are matched or better, compared to the original system spec.

In fact DELL/AW appear to be very generous with their warranty replacements, (apart from luck of the draw) this is why you see some ending up with the M18X's and some not.

Altough out of context, one thing I agree with is - where all stories people posted here are true, DELL/AW are somewhat inconsistent, hence my reference to the "luck of the draw"

 

Got my specs in sign. Was offered m17xR3 top spec but just stated i need 2 GPU's and extreme processor. They also changed to a Red unit at my request very happy with the outcome. Alienware/Dell warranty is fantastic.

 

There you go another excellent outcome...Congrats!!! That is a beautiy of a spec...ENJOY!

 

Yeah i'm very happy key is to just stay calm and understand they are a massive company! I made a great dell contact along the way

 

I am curious of anyone's Dell/Alienware replacements.I have alot of issue it would take 2 pages to state all facts,I have read some lucky some bad replacements,If you could comment a bit,like what you had and got as a replacement i.e M14x upgraded to a m17 or m18 or 1710 to m17 or m18 etc.I know it varies,thats part of the issue,I really appreciate your input on this as I always seem to get good info on NBR, rather than anywhere else.Thank you

 

You are going to get a comparable replacement.

M11x -> M11x
M14x -> M14x
M15x -> likely M17xR3 or M14x
M17xR2 (dual GPU) -> M18x
M17xR3-> M17xR3
M18x-> M18x

It all depends on your situation, customer service rep. And also it takes 3-4 repairs before they even consider a replacement.

 

Not always, I personally know a guy, he had his M11x R2 replaced with a M18x and I think there are a few cases with some NBR members.
.but generally it's like that: similar or better.

 

Thanks for the input, but as Katalin said I know people whove gotten m17x for a dell that was 1/3rd the price,That's my whole point of this thread to hear from people that had new replacements and how they did,I myself own 3 aliens and 1 was a replacement for an xps 14 to an m14x.It all depends who you get to ultimately handle your issue,that's where dell is so way off sometimes,Hey I wish everyone who went through the nightmare I did to get anything but I am realistic.

 

Yeah me too,That was why I asked since I personaly just saw a dude get an m18 for an m14 and ha only had 2 repairs and a replacement,I recieved my replacement after 1 failed tech repair then another guy had his pc repaired or replaced an unbelievable 14 times! I know that as fact,as he works with me.I am not seeking anything but others experience good or bad,my issue is already resolved.Hopefully!

 

Well again, it's as I stated above, it all depends on your situation and which customer service rep you talk to. Dell will try to accommodate a similar or better replacement. M11x to M18x seems a little far-fetched, whole point of M11x is 11.6" gaming laptop..

 

It without a doubt depends who's on the other end of the phone,I can't confirm an m11 to m18, but I can confirm xps15 to m18 and m14 to m18.I was told by a manager that dell doesn't give alienware for xps,Impossible was his exact words,well the next rep told me that's a lie,and gave me a loaded m14x,I'm not trying to flame I have my own issues cleared,I am looking for others.I read through a whole thread on NBR that was a bit off topic and hard to follow,but was telling similar stories people who got sli 580 gtx for single card machines ,extreme procs for non extreme etc.Point is I understand case by case and all,but I have 2 exact down to the wifi cards and 2 different offers on my friends laptops. My coworkers are shocked at the disparity.I have seen it 1st hand so I was just seeking other peoples own opinions.Thanks to all who reply.

 

My m18x replacement has been in the "build complete" stage since the 23rd
I ordered a m14x and that rep told me the m18x order had shipped. Contacted the rop that organised the replacement and all they said was replacement is built. How long should it be in the build complete stage. My m14x order went straight to shipping after build complete and was ordered 1 week after m18x order. ???

 

GAR. Hate when this happens. So here's an update-

So had my rep here in SEA that I was working with authorize and confirm a replacement with her superiors, then email that info (have that on record).

Called Dell US to get the ball rolling so it would be waiting for me when I get home for the holidays, and the first rep I spoke with said, 'Yep, I can see here on your file you're authorized for it, but you'll need to wait until you're closer to actually arriving in the country to process it'. I say, No Problem! Totally understandable.

And wait two weeks.

Call back yesterday, as I'm heading out in 10 days, but lo and behold, the rep I get comes back after putting me on hold for 30 minutes and says, 'Sorry, but right now you aren't eligible for a system replacement- you will have to get in touch with the Rep X (my SEA contact) to sort this out.'

Me- 'But sir, she's already authorized it, informed me that I have to receive it from Dell US as that's where the system was originally bought, and the last rep I spoke to in your department also confirmed this. What is going on?'

Him- 'I'm sorry, you just do not qualify. Please contact Rep X for further assistance. Is there anything else I can help you with?'

*HEADDESK*

Email sent to Mr. Dell. Hopefully this gets sorted soon, as my window for being in the States is rather small and I'd really like to get this done.

 

Emailing Michael works for me everytime. I sent a email to him last week and day after got a call from the Exec Customer Support team in UK. There collecting my machine monday 28th of nov to go back to theie repair center in TX i believe which is going to take 7-8 days before they know if the machine is a valid "replacement" or "fixable".

And im talking from experience here. A long story short i went from:

M170 -> M1710 -> M1730 -> M17x-r2

Loved my m1730 miss it alot, but getting GPU overheating on the m17x-r2 gpu at 95c to 105c and also other faults , palmrest leftside is pressed up, acadapter cord blue ring keeps shutting off and going to batery. Hope for me that i get a M18x as i dont think they will be able to replace the 4870`s as there discont. ages ago.

 

also to top things off i wont have a machine for 7-8 days maybe longer so im gunna be having to check emails and stuff from works network. Ive requested from my agent that i get a call everyday with an update. Fingers crossed.

 

Update 100 lol was told today sometime they forget to scan at the factory and my order has gone from build complete to arrived in AUS after 7days. Probably also got stuck in customs. Dazzy if you have NBD warranty you can refuse sending to depo. I also loved my m1730 wish these alienwares had a logitech LCD

 

So, finally had an order number sent out to me today- they originally wanted to bump me to an M17x R3, but I asked if I could instead have a larger system in order to continue to have an SLI/Xfire option. All up, at this point I'm just happy to have a new system coming, regardless of specs.

Specs-

M18x Space Black
i7 2670QM 2.2 Ghz (3.1 Ghz Turbo Boost)
4 GB RAM @ 1600MHz
Dual 1.5 GB GeForce GTX 560M's

How much of a performance difference is there from the 560's to the 580's, out of curiosity, and are these Nvidia chips like a lot of the older gen-cards were in that the lower-range cards are actually same chip just different clock speeds? Ie, will I be able to overclock the 560's to anything particularly nice, or is stock still pretty much more than I need?

Cheers!

 

1st off congrats on the new rig,I am curious about the same thing I read the 560s were the fastest cards from nvidia when introduced,now obviously it's the 580s.I know you can OC them pretty good,on notebook check gpu tests you can see all the details of every laptop gpu out there.Take a look to give yourself an idea.Enjoy your new beast!

 

How much would it cost for a two year extension on my M11X R1?

 

I've got a question/issue regarding what i should do next with my call.

I've had a service case open for more than 3 weeks, the case is still open, but the dispatch and service request was cancelled and closed respectively because the 6990s, i have a m18x, were on back order and were due to be in stock Dec 14th. My tech representative didn't get back to me then, so i sent him 2 emails and i got no reponse.

I then sent a help request via Dell's facebook group. They didn't get back to me for a few days, but before they did i called Alienware, on monday, asking for an update. I got a different tech stating that he'll order me the cards after looking into my case and after about 15 minutes he stated that the previous tech will do it because it's his call. The original tech called me back and stated again that the cards were still on back order and that he would let me know when they are in and he'd "continue to bug me to keep me in the loop", i've worked long enough in IT to know that's BS, but whatever.

Tuesday morning i got an email from the Dell facebook group stating that the cards are in stock and that tech support will call me to make a dispatch. I emailed him back stating what happened the day before when i called Alienware again.

Should i be patient and continue to wait for a call back from the alienware tech or should i contact him stating that the cards are in stock? I have no idea what to do and i'm afraid that this is going to last for another month....

 

You will have to give them a little more time, I had a pair of cards on Back order for 3 weeks. Dell_bill fixed mine with the A05 bios update as mine were over heating with fan issue. So I canceled the cards the day they shipped.. They were sent back by the Tech, I would rather keep the system un-repairded than to be repaired and broken..lol what is the problem with your cards?

 

During diagnostics it comes up with Video Memory Test discrepancy 2000-0332 error. I get large red columns when i power on my laptop and when it gets to Windows there is a bunch of artifacts flying across the screen. That's with the drivers uninstalled in windows, if i install them my screen goes blank when windows boots up.

When i switch to the internal Intel video card i can boot into windows just fine no artifacts or columns.

I'll just remain patient *deep breath*

 

best thing to do, if it drags to long you can start pushing for a new build. And if they say 6990 back ordered still push for a 580 if you want one. Others here have got them. I myself like the 6990 and wouldn't switch but thats just me.. You can always email micheal at dell and get this resolved in 24 hours they are really good about that. Good luck..

 

Yah i want to keep 6990s (the ATI/AMD fanboy in me won't die).

Thanks for your help.

 

So, i got my m17x r3 from the outlet about a month and a half ago. It came with a few defects, such as a buzzing motherboard, case not fitting together right, missing screws, ect. So they dispatch a tech to come to my house to replace the mother board, palmrest, back lcd cover. All was good after that until a week or two later, when i go to boot up my computer, I get 8 beeps and no video. I call again and now they say I should send it to depot. its only a month and a half old, now you want me to send it out for two damn weeks?? I haggle and haggle with them, finally they agree to send out a tech once again. The tech gets here, replaces the video card, and all is well, until he leaves. After he leaves the computer doesn't want to boot up without being plugged in, despite having a full battery. Once unplugged the low battery head in the middle flashes, despite being full, and it shuts down. So he comes back and replaces the mother board. This solves the weird charging issues but now it boots up with lines and artifacts in the video. Even on the boot splash screen, and it never boots into windows, just blue screens. It alternates between this, and 8 beeps no video, and shows a video in a small window with two black spaces to the left and right. So we call dell, and after an hour of troubleshooting he tells me depot. I cant part with my computer for two weeks, and i shouldn't have to. its only a month and a half since i got it. So i demand a repair or replacement. He said all he can do it send out more parts but that an alienware team was going to call me 24/48 hours to discuss a replacement or more parts repair, and to wait 24/48 hours for the call so i can talk about a replacment. I have a feeling though, when they call me, their just going to say...DEPOT!! So my question is this... what are my options here, can i demand a replacement (hopefully new ? ) or a in home repair? I know its an outlet computer, but it says it has a warrenty same as new, so why am i forced to send it to depot? ( they were trying to tell me that was my only option until an hour of haggling for this repair that just happened) And, what are the chances of that "alienware team" calling me? Im guessing he means the alienware technical support team? Thanks for reading.

 

I'm on my 3rd repair of an outlet m17x r3 which I've had for a month and a half. every time there is a new issue after the repair. The last one done, it would start for a half a second and then shut off... Still not working. Can I demand a brand new replacement ?

 

Try not to demand....but make them give you a new laptop.

 

They may or may not offer a new replacement, chance's are they will offer
another refurb from the outlet center. You may get lucky but as nayilalien said try not to demand and explain you just want what is fair. Good luck.

 

Starting to have problems with my machine, and it's only 7 months old. GPU idle temps are in the high 60's, max is only ~71C though, which is good. My computer is constantly stuttering. some USB ports don't work.

Has anyone dealt with the depot method of getting the laptop repaired? I've had dell tech support people over at my house in the past to repair some of my other dell machines and I really can't be bothered with them anymore. Most of them don't know what they are doing, one of them even broke my LCD. Hopefully I can just get a replacement unit without all the hassle, this is the first time I have owned an Alienware, and I love it. I'd hate to be stuck with a broken machine.

 

Hi, i have a question. I recently bought an alienware m14x through my uncle who lives in Virginia. I transferred ownership to myself, i'm form the Philippines btw, i got the automated email that says transfer was successful. i proceeded to opening my email that is registered with a dell account and added my system to the list of products by supplying my tag number. After clicking the product and viewing the warranty tab this is what i get

Warranties on this system
Country: APJ Support
Ship Date: 12/11/2011
There are no service contracts or warranties associated with this system

In the products lists tab it says 345 days left.

What should i do to correct this discrepancy?

 

Call Tech support and 1-800-alienware and they will take care of it. Sometimes this happens, they will be able to tell you have a warranty on it.
And correct it.