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

Dan, I wouldn't mind setting everything back to factory image, but I wanted to use the "Dell Factory Image" PC restore option. Unfortuantely, I don't have that option in my advanced boot menu. So, my only option is to do a manual install of the OS and I don't wanna lose the software that came with the computer. I can get things like AW CC back easlily, but what about the Cyberlink DVD, YouCam etc software and the like. You have to pay for that software.. Haven't I paid enough?

 

That software should be on your resource DVD.

 

Oh, thanks. I didn't realize all the that software was on there... I haven't had a crash yet today.. Upon shutting down lastnight, Windows did a few updates. I'm wondering if that really fixed the problem. Could it all of been from a simple update?? Keeping my fingers crossed.

 

It's quite possible that the Windows update fixed some kind of incompatibility with the hardware on your system. Anyways good luck with it, hopefully no more issues, it would suck to have such a nice computer and not be able to enjoy it.

 

Eh, nevermind. It's still doing it. I give up...

 

You should do a fresh install, all the software that came with your system will be on the resource disk

 

I appreciate the advice, but I've read on numerous sites of people with the same problem doing a fresh install and it not working. I don't feel like going through the hassel only to be left with the same problem.

Question..If I already spoke to my rep from the global customer resolutions dept, who said he would call me monday and address all my issues, should I still call AW tech support and ask to speak to a supervisor after a regular tech wasted 2hrs of my time by troubleshooting this problem, saying he was sending out a new GPU, only to never place the order. If so, should I demand something additional for my troubles? OR, should I just wait to speak to my rep on Mon???

 

I don't blame you for not wanting to go through the fresh install, hopefully you can get your system fixed soon, it sucks to get a new system and have it fail right away.

If you call the alienware tech support they will have you go through diagnostics and they will want to access your system to make sure you have all the right drivers etc., just tell them you have already did that with the other tech support agent and you don't want to go through all of that again.

If you wait to talk with your rep he may be able to get a replacement for you and in the meantime you can use this system.

 

Thanks for the advice.. If I call AW, I will ask to speak to a supervisor before dealing with any tech.. I will explain that I spent 2hrs already troubleshooting the problem... If I just wait and speak to my rep on Mon, do you really think that they'll give me another replacement system.. This thing is brand new.. I just don't like the idea of a repair on a brand new system and those idiotic Dell tech's trying to take my system apart. ANY scratch, ding, dent or blemish and I'll flip... That's why I want to do the repair myself.

 

I think that according to the consumer law Dell will be allowed to fix your issue once or twice just like here in Europe(that is after all fair). However Dell is not allowed to damage or scratch your new system during the repair(and should fix this too if incidents like this occur). If these repairs(changing your graphic card etc.) does not work out then you should be entitled to an replacement or a refund even though this is a replacement. Anyway at least let them try to fix the issue once instead of having to wait for like 2 months or so for a replacement. If it works out then you have a wonderful machine that kicks ***

 

Ill be getting my replacement put in the system soon as my case has been resolved, I didnt think I would be in the waiting ring again. But I cant wait for the R2 woo hoo.

 

Thanks for knocking some reason into me lol.. I'll let them fix it (under a close eye of course, or maybe I'll have the system all taken apart my the time the tech gets here). Like you said, I really have nothing to worry about. If the replacement GPU doesn't fix the problem, then it's a new system again. If they scratch the system up like last time...New system.. If they fix the problem GREAT! My only other question is should I press for something additional for all the trouble they have put me through, especially this most recent incident with AW support. I should get some upgraded ram or something..

 

At present situation you do not have anything to negotiate with as Dell has the legal right to offer a repair. You can ask politely but please be aware that Dell can decline your humble request legally. If Dell on the other hand has tried to fix your machine several times without success (and may god forbid that happens) then you will be entitled to a refund or a new replacement(at least here in Europe) and you could ask for a compensation if a replacement had to be accepted again(but here Dell is once again legally entitled to decline and offer you a match that equals your current machines specs or better, which is fair as all firms would go bankruptcy otherwise in the long run ). However if Dell does not comply on your humble request then you can legally request a refund instead. In other words after several failed attempts to repair the same issue a customer in Europe can chose to get a refund or a replacement that equals his current machines specs. My conclusion must be that IF and I say IF theses rules are the same in US(I assume that that is your position) then you would not have anything to bargain with at present time as this is a new machine and a new issue that have not been attempted to repair yet. However, it could never harm to ask But I guess your primary goal must be to get a machine that works

A few links that might help: http://www.ftc.gov/
http://www.hg.org/consume.html

 

Thanks again for the advice.. I'm really not looking at the legal aspect just yet... I'm looking at more from a "keep your customer happy" side of things.. I guess I could ask for some small upgrade as a compensation, but I realize that Dell is not obligated to give it to me.. As far as a refund goes. How would that work. My replacement system is worth a bit more than my defective system. Do I get a refund for the price of the replacement, or what I originally spent on the first system?

 

Well in that case I would not go for a refund but a repair if that could fix it
The links about consumer rights should be able to answer your question about how refunds of a replacement works out in US(hopefully). Anyway if I was you I would go for the repair and perhaps even try to do what eXiled Killah suggest:

http://forum.notebookreview.com/alienware/483684-finally-new-r2-problems-already-4.html

 

**Please forgive the thread jack!!**

Just recieved my R2 replacement and everything seems fine. However, I installed Dirt 2, and I'm getting horrible FPS. With 1920x1200 at high settings and no AA, I'm only averaging around 20-22 FPS. Seems to be the same whether or not I enable Xfire. I know Xfire is working because I enabled the icon that shows on the upper right of the screen. I think this is a driver issue or something small, but I want to be certain. I have played battefield bad company 2 with everything high at 1200p and HBAO on, seems to be very playable, not sure what the FPS are though. Again, sorry for the thread jack!

 

Thought my comp info was going to show on bottom of last post!
620m i7/4870 crossfire/4GB ram/1200p screen/

 

Dell / AW is teasing me. I have been 'replacing' things in this machine ( M17X R1) since February. Finally I had to send it in. They sent me an email yesterday saying it would be delivered today. I called tech support to ask what was wrong/replaced and they told me that they were not able to access the repair center's database but it would be in my hands soon enough.
Well.... it was marked as delivered on the FedEx site today. From Houston to Miami. Huh?
They have a week left to determine what is wrong with it, going on the basis they have 3weeks to do so once they have it in their hands. I am still going nuts without my laptop or my data.
Has anyone else had this happen where they notify you of the transfer from one repair 'center' to another? How long do they have to resolve the issue that has been plaguing the machine since February? If you count the two sets of video cards they sent, that didn't fix the problem it's been awhile. Secondly has anyone been refunded here in the US?
A little over a year ago I paid 4874 not including shipping or tax, but I daresay any replacement laptop they offer would not come close to that value. I have been researching consumer rights and have only come up with Dell's responsibility is to replace with equal or higher value. The question is on which, the price of the laptop originally or what it is worth today?
I don't know if it will come to that as of yet, but any experiences that other's have had would be most helpful.

 

Can anyone tell me if the 21 return policy applies to replacement systems.. Since I just got my R2, and I'm having problems with it, why should I settle for a repair??? If the return policy does apply, what do they do? Do they give you credit in the amount of the invoice/build of the replacement system???

 

As far as I am aware, the 21 day window is only on new purchases. I believe that you will need to do the repair x3 before a replacement is offered. What is your computer doing (or not doing)?

 

Well I think you should settle for a repair because that if you could return it then Dell would only have to return the amount you had used to purchase your first machine with. And as you told me the replacement was more expensive than the original machine(please feel free to correct me here if I am wrong). That means that when the replacement is repaired and the issue(hopefully) is non existing then you will have an UBER Machine and that is without spending any additional coins I am not sure about US but in EU a replacement is considered a new sale/buy and the retailer will be allowed to try a repair on the machine at least twice on each issue before a refund or replacement(buyers choice) can be negotiated. Also I do not get it, why return it and wait even longer for a new machine if they can fix it right away Unless you do not wish to own a AW m17x of course then I get the point

 

Really the issue here is Dell/AW's failure to give me a system that works properly for at least 21 days.. Why should I have to settle for a repair on a brand new system when I have 21 days to return (I think), especaily a defective system. Also, I would like the 5870 CF and I was told that it's not an option for me... I want to use my current systems worth and put it toward a new one, or should I say a working one.

 

Well, this system is a replacement, but it is also brand new, not a refurb.. The graphics driver keeps crahsing (I've already tried everything including a fresh install).. On top of that, I am getting a blue screen error. My system is literally 4 days old. Why should I have to settle for some tech digging around in a brand new system. I think Dell/AW should be held to a standard to provide me with a working system for at least the first 21 days. After that, I have no problem accepting the repairs. I don't understand why a replacement system isn't treated like a new purchase. It's treated that way on my invoice.. The only thing differenct is that the "payment method" is your old system, instead of a credit card etc.. Even my old system is still within the first 21 days.

 

I don't think the 21 days apply to a replacement, you will have to let them do the repairs as it is up the the tech support whether they will replace the system and they won't replace it unless they can't fix it.

Also I am sure everyone that is getting a replacement would like to have the 5870 CF but Alienware/Dell aren't obligated to give you that.

Did you get a chance to talk with your rep today?

 

Yes, I did have a chance to speak with him. Although he called me back at 5pm when it was too late to get the repair order in, so now I'm going to have to be without a working comptuer until Wednesday instead of tomorrow. Actually, if the AW tech had put the order in on Friday when I spoke with him for over 2hrs, I would have had it repaired today.. Anyway, I didn't ask for a free upgrade to the CF.. I figured since I was having the GPU replaced anyway, I would upgrade.. I told my rep that I would obviously pay whatever the difference was.. He told me that CF is not an option for me because my system is already built.. I wasn't too happy to hear that..

Now, about the repair. The only reason I have a replacement system is b/c a Dell tech ruined my previous system while taking it apart, so you can see why I'm not too keen on the idea of a repair, especially to a new system.. Even though a tech is being sent out, I want to do the repair myself.. I take my time and I'm much more careful.. Oh yea, and I know what I'm doing.. How is this going to affect my warranty on the repair? What if I put the new GPU in with the tech sitting right there watching, and I boot up the computer and I'm met with the same issues. Is the tech gonna note that I did the repair and would I be covered in the event the new GPU doesn't fix the problem?? The last thing I want is for Dell to NOT be able to fix the problem, and I disqualify myself from another possible replacement system b/c I did the repair.. Thoughts?

 

There have been other users that have replaced their own parts and it didn't void their warranty, all you can do is ask and see what the tech says.

If it doens't fix the problem you should have grounds for another replacement.

 

Ah now I get it well if that is the way you see it then I hope that the consumer law is with you. Also why is crossfire not an option if you pay for the upgrade The system is already built??? But I have heard from people on this forum who have received their systems with single ATI HD 5870 that the cables are there already ready to support an upgrade???

 

Cool.. I'm gonna do more than "ask" the tech lol.. As long as I'm covered, and I don't mean from my own negligence, I mean from the new GPU not working.. I have a funny feeling that it's not going to fix the problem.. If it doesn't (regardless of Dell's policy) I'm gonna demand a replacement system if the new GPU doesn't do the trick.. I won't stand for 2-3 replacements of the GPU, and if it doesn't fix the problem, they'd better think twice if they think they're gonna suggest a replacement motherboard. I know it seems like I'm jumping ahead, but I've got to be prepared on how to handle the situation and have all my ducks lined up.

 

Happy, happy, joy, joy! My replacement will arrive in this week or the next!!! I can hardly wait any longer!!!

 

Congrats Dwarf King.
I am still awaiting news about my M17X R1 but after talking with tech support yesterday, I finally emailed 'the boss' this morning. They have had their 3 fixes plus, they've had their time plus some. I need action.
I hope they will reply. Like I said before those of us without a service tag seem to be sub-par customers.
You inspire me to keep at them when all I want to do is get a new machine and tell them to *-themselves.
I do love my alienware, I miss it terribly, but it's like a bad boyfriend. We have a toxic relationship.
Good luck with your new machine and to everyone posting with warranty/return issues... keep posting. You help more than you know.

 

He's just saying its not available as an upgrade component currently. I guess all their 5870s are going towards new orders it'll be awhile before it shows up in spare parts and for individuals to upgrade their existing systems. People need to be patient =p, a little anxious to benchmark?

 

On Friday my replacement will arrive! It was suppose to arrive tomorrow Please let it be without any quirks or issues, please

 

Hi am having an issue with the fan cooling the ati mobility radeon HD 5870 gpu, it has recently started making a loud whirling noise that stops when I turn my laptop upside down. Help please?

 

boy do i have a story for you guys... i was waiting for my replacement laptop a month ago, then I decided to return my refurbished laptop and wait for the 5870s since it was going to be out in about 1 month. today I received the replacement laptop, even though I had already returned my refurbished M17x and got my money back.

I payed $2700 for my refurbished M17x with Qx9300, 256 ssd, 8gb 1333, 1920x1080, blu ray rom. I received.. BRAND NEW sealed in Alienware (not dell) box M17x with i7 920xm, 256 ssd, 8gb 1333 1920x1080 RGB, blu ray rom. I think I might just end up keeping this laptop and buy the upgrade 5870s.... (maybe dell forgot that they sent me this one and I get it totally free) should I call them?

 

I just talked to dell and they said they will be selling the 5870s as an upgrade option in about a month. And you can now get dual 5870s on dells us site.

 

yea. I ordered M17x with 5870s already. ETA is June 17 for me. Now I might cancel it.

 

I got my M17x R2 replacement yesterday and the only problem i have so far is a high pitched sound coming from the middle fan near the ac adapter jack. The high pitched noise can also be heard when the computer is off. I thought maybe the ac adapter was defective but the noise can still be heard when i plugged in the ac adapter from my old m17x r1.

 

Its coil squeal and its pretty common with all of the models.

 

Im still waiting for replacement order number for my unit, the agent told me it would take 7 to 10 working days for it to go through argh, I'm so impatient, do you get a tracking number for replaced units just like an initial sale?

 

I got my replacement yesterday and it is running just fine for now(I really think that this time I am the lucky one to have a nice machine without any issues ). I only got some warning messages about driver issues when I turned it on the first time but after a few updates from Microsoft it has been running smoothly without any lagging even on the ultra/highest settings in dragon Age and Mass Effect. The only catch is that they had pre-installed a danish win edition instead of a English version(too lazy to reinstall from disk think I am going to keep it that way). Also my Razer Naga mouse will from time to other has to be unplugged and replugged after a restart of the system in order to be detected... A minor quirk that annoys me. BUT IT REALLY SEEMS TO BE FREE OF LATENCY AND STUTTERING AS WELL AS LOCK UPS All in all I will give it 9 out of 10 if I would have to give my replacement a grade

 

Yeah I have that High pitched sound to. I don't think its something bad. I did a little research and nothing came back negative.

 

It is possible that the sound is a large piece of dust/fuzz that is hitting the fan blades. My fiance's HP was making this sound and while the computer was on and the fan running, I blew a couple of puffs of compressed air into the intake and exhaust part of the fan and out came the blob and the noise went away. YMMV

 

Finally someone emailed me back about my M17X R1. Yay.
Nothing is happening yet but I have been assigned a rep from critical issues team. So I'm crossing my fingers that they will finally do something about this after 3 months without a computer.
I owe it all to this thread and the email contact that you guys provided. Thanks.

 

So far I like alienwares customer service, but the guy they sent to replece my GPU fan yesterday was disrespectful with the way he handled my laptop and damaged the touch sensetive strip above the keyboard and the cable that attaches it to the MoBo. Also he touched the pins on my gpu and he never grounded himself before working on my laptop. Luckily my GPU din't short circuit and alienware will be sending me a replacement touch strip and wire to attach to the MoBo. And I get to install it.

 

I am one of the many that is now waiting on a replacement for my m17x. I had freezing and stuttering that now bios update or driver could fix.
Ive had 2 major swap outs including 2 mobo's 1 gtx280 (n which a gtx260 was sent) and an AC adapter. still locking but now I have half the keyboard working , no sli since cards are now mismatch and a warning everytime i turn it on that the ac adapter is noy 240 watt.
I had a tech get a replacement approved but after I called days later to follow up another tech informed there me would be no replacement but I needed to send the laptop into the depot. After I told him no way he referred me to the manager on the case that would call me back. Yeah right. After a couple more day I called back and got to talk to the manager, who said let me talk to the tech who approved this, if he said it will be replaced, it will.
Couple days later and another missed apointment for a phone call I call back and manager sas yes, it will be replaced. But may have to be shipped with gtx260's if 280 arent in stock.
I let him know that if it was shipped with 260's I wouldnt accept. He didnt argue, just ignored me and set another appointment to call me next week when he would have an order number for me. This has been a 2 week process of missed apointments and miscommunication. I'm trying to be patient and wait for his call wednesday, but (read: me calling him thursday) but I keep checking online to see if the order had been created yet.
As you can see in my sig, this isnt my first rodeo with dell...

 

Could you please tell us which nation the machine was bought in and which nation you are living in? That will make it more easy for me to inform you about your legal rights and how to act in case Dell does not comply to your humble request. Usually when Dell offer a replacement it will take around 3 to 5 weeks for the escalation team to handle the process.. Then it will take like 2 - 4 weeks before you receive your brand new factory built machine. Anyway name of the nation where the machine was bought so we can inform you of your consumer rights and how to act in case any misunderstandings between you and Dell should occur. Also do not wait for them to call, keep on calling and if that does not work then write to [email protected] and describe how you are being kept at bay. The last thing with the email will usually give you an answer within 48 hours and also fix your issue. Just remember that no matter whether you live in US or EU then you are entitled to a replacement with the same specs or better. In EU you can chose to get a refund in stead if the retailer(in this case Dell) do not comply on a machine of the same specs or better. Hope this helps.

 

Once Dell (US) agreed to replace my M1730 that I bought from Dell.com's business site, it only took about 2 weeks to get the M17x. I'm expecting the same type of turnaround here. If I dont get straight answers next week or am put off, then I will escalate this.

 

If you were able to go from a Dell to another Dell, the turn around is pretty quick. Going from a Dell to AW or AW to another AW, be prepared to wait a while. It took 7 weeks for my R1 to R2 swap, plus 3 more to get approval. So yeah, 10 weeks total. Don't let them send you another R1, its a flawed machine. Fight for an R2. (You also had 280 cards in your R1, try to get them to give you the 5870's). If they send you another R1, don't let them downgrade you to the 260's. Either get the 280's or better yet, the ATI cards. Don't settle, be firm and fight!

 

My Dell to AW swap was the quick one. Im afraid the R1 to R1 is going to take too long. I mentioned to the manager handling the swap that I would like to have a system with a different chipset other than the one I had, and he made me feel that an R2 wasnt an option, since there were plenty of parts to build an R1 still.

 

Im really not sure how to go about saying "I wont accept an R1". Theyre gonna just say you bought an R1 you get an R1. I have already mentioned getting something besides what I have and he wasnt receptive.
How did those of you that went from R1 to R2 get that swap to happen and what was wrong with your R1?