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

thanks man! unfortunately i'm from ph. i'll try to get to them through chat. my m14x is starting to act up(higher temps :|) so i'm getting a little concerned. thanks!

 

So long story short.. I switched back to my 6970m's and left the room. I came back about 15 min later and my laptop was off. It wouldnt turn on either. Called up tech support and ultimately had to ship it to them for repair.

I just received it back today and it looks like they put a 6990m in one slot and left the 6970m in the other... I say this because GPU-Z shows the first gpu at 1120 shaders, the second at 960 shaders...

Basically im gimped at 6970m levels right? I do believe I owe them a call in the morning!

 

It would be nice if these "Just got my m18X back from the repair depot.." threads were left in the M18x thread, instead of being all jarbled up in a thread no one cares about. Most of the posts in these threads were moved from other threads. Dell and the rest of the community needs to know in the general forum where these threads originate, what "US" consumers are up against when we are told to send in our very expensive system to the depot.

 

I agree it would be alot easier to help people with m18x.I dont want depot I want a replacement we have NBD,right.I am calling monday for a replacement after over 5k! Yes 5k in parts,in 2 days!

 

So i filed a BBB complaint. 6 major tear downs and still cant get gtx580's to work.

11/20 get this laptop as exchange. inattention to details. wrong color only 1 gpu.

11/25-30 new shell neb red installed, 2nd gtx560 installed.

3 days later 2nd 560 blows.

backordered for 2 weeks and upgraded to dual 6970's due to backorder.

Installed but tech shorted motherboard in the process.

2 weeks later sent to depot. got back 3 days later with working new motherboard and failed 6970's.

So dell upgrades me to gtx580's for the inconvenience. turned out the cf cable wasnt connected. excellent depot attention to details eh?

580's installed and 2nd one fails 2 hrs later.

Tech submits request for exchange that's refused the next day. 2 new gtx580's sent. swapped right card. left one's always worked fine. same error as the failed one. error 43 on the device manager's properties.

AW tech thinks it the motherboard again.

I just filed a complaint with the BBB. this has got to end soon.

 

I'm sorry to hear that. All I can say is keep at it. Dell really does want to straighten this out. It's obvious by the content in your post. Your thread is probably going to be moved to the warranty/replacement thread in the general forum where it belongs. Take a deep breath go through the motions and give Dell a chance to make things right. From experience I can say they always do. You already have a good contact that is willing to put in a dispatch/request for a new replacement system. Keep working with him through the phone or email. He's already on your side. Don't call and go through another agent unless you have to. It just complicates things.

 

I'm in a similar boat. I want to enjoy my m18x but my replacement gives me bsods out of the box among other issues. I'm trying to get mine refunded now I just can't spend any more time troubleshooting (months). I know others have flawless m18x's but I'm just tired of being the unlucky one. Good luck to you too heh.

 

I too am sorry to hear of all your troubles. I hope they get ironed out, one way or another, soon. That can be the worst part of it - the constant waiting and "getting your hopes up"......fingers crossed, Dell WILL get you a fully functional system with enhancements which reflect your ordeal.

Good luck with it all.

Side note: Is it me or are there a few people experiencing this "error 43" with their new GTX 580m cards? - joegreen and now you and others too.....maybe its a bad batch of gpu's that is the problem !

 

Aranthira you don't need the BBB they won't really help anyway. What you should do at this point is email the CEO you know his name at dell.com and the resolution dept will call you and settle this. just copy your post and send that with your phone number. They will call with in 24 hours. Good luck.

 

Agree - filing a complaint with the BBB may actually backfire in a big way. Frustration is completely understandable... we've all been there before. I work in an industry where I can tell you from experience that filing complaints with various agencies that exist quite often takes things in a direction that is the exact opposite of what you want to accomplish.

Dell bends over backwards to make things right. They want your issues fixed, too. I'm sure the mistakes are not intentional. Doing that BBB complaint might remove the incentive for them to go the extra mile for you, like they have been doing all along (with failed results).

What alienwolf suggested as far as who to send an email to actually works.

 

Eliphion I know how you feel, we all do.Stevie,I was thinking the same thing Buddy,code 43.I agree with Stevie,Dell may be tough to deal with and you wanna pull your hair out and beat up support etc,Been there ,we all have for one thing or another.But in the end Dell hooked me up Big Time! And I was one of the worst cases dell ever had I had a conference call with the department chiefs social media support and corporate,I now only speak to a vp or his top s.m.o.r.t tech rep.Dell WILL make it right.If you still get nowhere pm me and I'll be glad to shoot you to someone that CAN do anything he wants at Dell.Trust me! I had dual 580s and alot more parts ordered and shipped wHile I was still on the phone with him! He chatted with me and his rep made the order and that was when dell had 580s back ordered.I still got em.Shipped NBD! Good luck!

 

So, Heres my story, Original System i got Everythings good except its comsemtically Damaged, Screens EPICLY pretty though
First Replacement Screens Yellowish/ Not as bright
2nd Replacement*Same Problem* *Current System*
So I don't know what i should do about this, Should i try to get another replacement, was it a defected screen they put in the original system by any chance?

I really need your advice on this guys. I hope you don't just ignore this thread.

 

I'd get a replacement

 

Get what you paid for, don't settle for less

 

At this point I would ask for a replacement, it would bring the best out come for you.

 

Ask for a replacement for the third time?
Do you think they will do that?

 

Well guys?

 

Sure, I've had more than three replacements built for me.....don't see why they wouldn't if its the best way to resolve.

 

Me, too. I agree with Steve's comments. Sometimes swapping out the system is more effective for Dell/Alienware than trying to replace multiple components. They can get the ornery machine into the depot and correct what is wrong and resell it as a refurb.

Dell's warranty is second to none in the industry and probably the main reasons I am a Dell fan for life. I started out with a defective XPS M1730, was repaired numerous times and then replaced. When the replacement had the same problems as the original I was sent an Alienware M17x R2. With the R2, I had known issues that were irritating but not debilitating; but, they could not be fixed and they sent me an M18x to replace the R2. The current M18x is the third one. The M18x is an awesome machine and the best laptop I have ever owned in terms of raw power, but the M17x R2 had fewer failures. I loved the R2 so much that I bought another one used. They're both totally awesome systems.

 

This is long, and a little bit of history from this thread:

http://forum.notebookreview.com/alienware-m17x/609564-advice-needed-m17x-r1.html

So I bought the extended warranty, and still have over a year left on my laptop.

I bought it on 1/26/2010, so almost two years old.

Here is what has been replaced already:

The entire laptop when I first got it. Never worked, so had a replacement sent less than a week after receiving it.

Then:
Both Video cards - Twice, a third time will happen Thursday 9/8/11
DVD-RW drive - once
Both hard drives - Once
CPU - Thursday 9/8/11
Memory - Once
All the fans - Thursday 9/8/11

Frankly I am sick and tired of having parts replaced. I don't even travel with it anymore because it is just so fragile. But for the last 12 months it has sat on a desk as a desktop replacement and still breaks all the time.

How do you all keep your working, or did I just get a bad bunch of parts? I do not overclock, I play silly games with WOW being the most graphics intensive of the bunch. For the most part support and the guy, who I know by first name now, who comes and replaces my computer parts are easy to deal with and cool.

Currently the computer likes to just shut off in the middle of typing documents, or doing anything really. No warning, it just shuts off. So I think it must be a heat issue, I look into that, and not really but one video card is 20 degrees hotter than the other. So I clean all the screens and do my best to keep it clear, again it just sits on my desk it does not move. But it still just shuts off. I always use power and never run it on battery, so it is not a battery issue. So I call support, I think I know some of them by name now, and they tell me they are going to replace:

CPU
All the fans

Fast forward to this month:

So they finally agree to replace my system on 2/4/12.
But I didn’t notice at first, until I got the ‘new’ (refurbished) M17x R1 (all same parts as my old system(they did up memory to 8gb from 4gb)) That they switched from my Quad core I paid for, to a duel core. I complained, and they send out a tech on Friday 2/10/12 to replace the processor.
So everything should be back to normal and working right? Nope. One of the USB ports on my ‘new’ (refurbished) laptop is not working.
After an hour on the phone, they tell me they will send out a tech to replace the motherboard. Really??? There was just a tech out on Friday, and now you are sending out another one???
I have reinstalled my OS several times now, and taken days off work to be home when the techs show up. I explain all this, and demand a replacement instead of fixing my ‘new’ laptop that I have not even used yet..
They, in not so many words, tell me to shove off, tell me this is the first issue I have had with this unit, so there is nothing they can do. WTH??? This was supposed to restore my faith in Dell, instead it just pisses me off.
Anyway, I contacted a tech who had sent me his email a while back, and he said he would talk to his manager. But I have talked to managers and they have not helped me. Should I use the resolve link here to try to get this resolved, or are there any better options?

 

So asked them for a replacement, Guy outright said no
Got 2 options though
Keep the original system and maybe replace it later *What i think is the best now*

Switch the screens between laptops or replace the screen itself
*Both requireing a tech* (Even though i can do it myself)

 

I wouldn't stop at one guy saying no.....sounds like you deserve better treatment and I would push hard for it if I were you....

 

Hes basically the main guy i been talking to, and honestly getting tired of talking to tech support, I am pretty sure they wouldn't just replace the whole laptop even if i talk to a new guy later on
What would you personally do?

 

Have you tweeted "Dell Cares" yet? - or tried the resolutions team?.....personally, I would not be stopping at "no" from one guy...sure, he may be the main guy you've been dealing with but he has a "main guy" above him too....there is loads of info in this thread about who to contact...without giving email addresses out here, you could compose an email to Mr. Dell (that would get you to the resolutions team....I will PM you with the email addy.

 

Haven't tweeted Dell cares Not sure about the resolution team I been talking to Vinay Kesavan Dell | Executive Customer Support Team *copyed from his email* I would like that pm honestly atlot thanks for the offer i accept.

 

PM sent. I hope it helps out - if not, tweet Dell for sure....

 

I would go with the Executive Customer Support Team. I have had very good service with my issues from them. As steviejones133 says i wouldn't settle for what you have been told.

 

Hmm, I am thinking about waiting for a month than if i see any problems contacting them

 

So I called dell and complained about my rig. Told them I was tired of the hassle of having these techs come out to my house. (5 times for keyboard) and now I complained about having a GPU issue. I told them i wanted my money back. They said that Ive had my rig for 288 days and that wasn't possible. They said I could send it in and they would work on it or replace what was wrong. I told them I prefer replacement and they said they would consider that.


wow. Sorry long winded.

First issue is I want a new replacement: Any advice on how to get this done I would appreciate it.

Second issue is: I have since disposed of the Hard drive that came with it and installed an SSD and 7200rpm drive. They said to make sure not to have any personal information on mt HD in case they have to replace it. well my OS is installed on a SSD. Can I send it back with out an OS installed ?

Thanks for the help anyone.

 

You should always keep parts your upgrading, just for this issue. If you send it in with out a HD they will install one and charge you. Best thing to do is pick up a cheap one used or new same size if possible to ship back. The SSD might disappear so I would not send it in cost to much. The only other thing I can think of is email the resolution team as others have and see it they will do a replacement.

 

Mr. Fox
If you don't mind me asking. What were the known issues you were having with your m17x R2?

 

They were:

• http://forum.notebookreview.com/ali...ed-not-charging-fix-discussion-thread-42.html
• http://forum.notebookreview.com/ali...tness-control-via-fn-keys-bsod-issues-51.html
• Bluetooth module intermittent code 43 error

What is most interesting (puzzling, but very pleasing) is my current M17x R2 does not have any of those problems.

 

My story

I bought a Alienware M17x R1

Everything worked fine for about two years.

Now into my last year of warranty... Houston we have a problem!!!!!


Recently the Alienware started to crash either by locking up or the video driver would recently crash.

(3 Months Ago)
I complained to dell, they dispatched a technician to replace the video card.


(2 Months Ago)
The fix was short lived and about a few weeks later, video lock-ups and random crashes all over again. Dell Instructed to send my laptop to figure out what and why I was having the problems.

And for my grief they upgraded my single GTX 260 to 2x GTX 280 for sli

They replaced, motherboard, video card, and all fans.

(Now)

Alienware doesn't recognize both video cards, only one shows up in the device manager and in the nvidia control panel one video card shows up. I was on the phone with a Alienware support technician for about 3 hours and he tried everything to get sli working and failed.

Alienware support technician was dispatched to give me 2x GTX 280m cards, because he thought it was a hardware problem.

Tonight Dell technician showed and replaced both video cards and it worked for about an hour or until my first reboot. Back to square one, Alienware only sees one video card.

I talked to a Alienware support technician, he didn't bother to try to help me out, he automatcially dispatched the dell technician back to my place to re-seat the video cards and replace again.

And to answer any potential questions you might have:

Hybrid is disabled
Discrete disabled
PCI gen disabled

Fresh install on OS, and drivers using dell and the modified.

How many times will it take when they realize that this turned into a lemon.

This is my story and thought I would share.

 

Do you still have warranty left? IF you keep having the same problems, you may be able to request a new system (in your case, the m18x). Talk to tech support, and tell them that you displeased with the action taken so far and ask about a replacement (DO NOT let them screw you, an m18x is the m17x R1/R2 replacement, the R3 only supports 1 video card.)

 

I still have warranty, Every time i suggest a replacement, i get the run around and they only want to give me a refurbished R1

 

your system was brand new at first right? ask for a brand new one

 

I bought this brand new with 4 year warranty

196 days left

 

I would ask to speak to a supervisor. Usually they will want to make you happy so they might just bend on a new m18x.

 

Hi everyone, im new to this forum.

Just a few questions.
I bought an alienware m11x r2 last year in april, a couple of weeks ago my son walked into me and I dropped my laptop down the stairs. Completely smashed it.To me this was not repairable.
Anyway I rang customer support and they said it would be picked up the following day for inspection. 2 days later it was finally picked up.
It took them a week to repair it which consisted of casing, access panel, ram, palm rest, keyboard, lcd/monitor kit, mother board and hard disk drive.
On first inspection all looked good but when I got it home and looked more closely I noticed that the lcd housing was a glossy kind of black and the main housing was a matt black so when the lid is closed it just doesnt match, also the lcd housing on the one I sent in was of a rubber material and the one I got back was metal. Also the lid does not close properly to the base.
Anyway I switched it on and went through the startup prcedure and noticed that all the themes and wallpapers that were preinstalled on the last system were missing. I did the windows updates as requested and upon startup the screen where you put your password came up with the face recognition software but i didnt set it up in the first place so would not recognise me!! also I couldnt bypass this as my mouse wasnt working. I did eventually get to be able to type my password in but guess what..... the keyboard didnt work so I had to access the on screen keyboard.
Obviously I wasnt happy and closed it down. I did another inspection and noticed a couple of screws missing from the base, i then decided to open up the bottom and also noticed that all the screws which hold the harddrive in place were just sat there and not screwed in and also a couple more just lose doing nothing.
I rang dell and the man i spoke to was not very helpful and all he said do was get a USB mouse and see if that does the trick and if it does ring back.
This was on friday night and am now wondering what I should do as im not happy with any of the service I have been given.

Does anyone have any advice??

Paddy

 

Call until you get someone willing to help, if necessary ask for a supervisor, if they still won't give you a full replacement system try tweeting @DellCares on twitter. That's all I can really suggest for you man, that sounds like hell.

In retrospect, I would tweet them first. Responses are very fast and they generally do help a lot. Also sometimes they'll take it upon themselves to be online very very late at night. Only problem is confining everything to 140 characters.

 

If they were to replace the system would it be the m11x r2 or r3 as they don't make the r2 anymore?

 

That is a question we can not answer, it is up to them, paddy.

 

Thanks katalin. I guess I'll have to wait when they ring me today.

 

Well the best way is don't buy Alienware anymore. I got 4th times of motherboard replacement yet the still exist ...no backlight,sudden shut down and clock time went wrong sometimes(may due to the internal battery). Currently waiting for the 5th motherboard to arrive. The company is chasing the customer away. So think twice before buy.

 

Sorry your experience has been so bad, legendchew. What Alienware laptop model are you having motherboard issues with? Perhaps they can provide you an alternate model with equal or better specs that does not have known issues. After 4 motherboard replacements, it would give one the impression that there is a design defect and repeatedly replacing the motherboard with a defective replacement is not going to result in a fix. (What's that definition of insanity? Repeatedly doing the same thing and expecting a different outcome?)

There are a lot of us that would not dream of buying another brand because Dell always takes care of customers that experience issues. At least they're not leaving you holding the bag like some of the other brands do, and it's good they're sending parts to you instead of you shipping the system off to some unknown "authorized repair center" for someone to send it back weeks later torn up, with the same or new issues. (I've been down that road more than once with Dell's main competitor before and it is a pretty lousy way to do business. The experience guaranteed that I would never purchase another laptop from them again... ever... LOL.)

 

Well I have had a few issues but I did manage to get to escalation department after my problems and now getting a brand new r3. I just told them I wasn't going to take any more repairs and no refurbished computer. You just have to stand your ground.

 

Well, the 5th motherboard as they said going to be NEW motherboard (probably refurbish again... heard before on 3rd motherboard replacement). I wouldn't blame them. Sadly, I'm going to shift to other brands moving forward along with others client. This should be less torture and suffer instead of complaining and escalating. Good luck guys!

 

Is there any dell/alienware rep here?

I have warranty problem here.
Basically speaking I boguht the system off ebay couple years ago NEW and the warranty is up to next year (2013).

I fixed my dvdrom and bluetooth when I was in Taiwan last year.
Now the motherboard died on me and I'm in another country.
I called dell and they said they refuse fix it for me since there's problem with the original buyer.
I think they said he didn't pay off the alienware loan or something( but then I checked again online and there's nothing wrong with it!)
They don't even want to fix it even after I offered $$$.

Anyway I can claim my warranty to replace the motherboard?
If they refuse it, then my alienware is just a heavy brick

 

Dell has agreed to replace my laptop over my keyboard issue which they could not repair after 1 mobo replacement, 4 keyboards, 4 media bars, and 4 touch pad palm rests.

Does anyone have an idea what they may replace it with? Typically what people receive in its stead?

 

That would be up to them. It can be a refurbished M17x or M17x R2 but I doubt or a M17x R3, M18x.