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

Thanks, I'm gonna email him after I know for certain wether or not the machine is being replaced.

 

We've spoken to a Mr. Jacob Isaac in the 'Dell Executive Customer Support Team' and he offered me a replacement system... With a lower spec wireless card. At this rate, it appears we're going to be taking them to the small claims court due to the inconvenience, stress and the sheer audacity that all we were offered was a lower spec system. During a telephone conversation with him, he said and I quote 'We could offer you an upgrade to the next model' but then offered me the lower specification system.

 

I've dealt with that guy on more than one occasion. I found him to be very hard work to deal with. I too spent hours/days trying to liase with him so that he could see my point of view (which was similar to your situation) and why I felt that a replacement would be appropriate.

I know that these guys arent there to hand out "candy" but they should have a bit more "people skills" if they are the last line of resolution.

Fortunately for me, he went on leave and a colleague took over his workload and I got a brand new replacement with a few small bumps to compensate me for all my troubles.

Got my fingers crossed for you. I would continue to press him as much as you can and even ask to deal with his manager! (Shirley is her name from recollection)

 

Im calling again today to get my screen flicker fixed and Sata III fixed. Im pushing fir upgrade to at least 2860 over my 2820 since they keep promising calls from a manager and not doing it.

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Finally have settled on a replacement. Its the same system still but they are shipping it out with a 500GB hard drive and 4GB of RAM (I have my own 8GB so this means nothing) and an upgraded wireless card. I wanted it in red this time but apparently there wasn't any left. I can't complain at this moment but lets see how the new system goes...

 

Well, at least you reached an amicable resolution. Lets hope it all works out for you with this one!

 

**UPDATE**

Dell is upgrading my R1 to an R4, thank god for warranty and lots of patience.

After 3 years of trouble with R1 and three trips back to dell repair centre and countless visits from tech support guys to do a fan swap or video card swap somebody at dell finally gave in

Apparently its being shipped tomorrow.

 

So my system is a few weeks old and I am suffering from bsd's due to the USB 2.0 drivers. Dell already has swapped out the mb and db. However the problem remains. The only way to stop the ports from shutting down and the system blue screening is to disable the webcam and Bluetooth module. Now dell wants me to send the laptop back into depot.

Second problem, after reinstalling windows with the Alienware cd, I am missing all the pre-installed software. Soundbaster mb, dell webcam central, roxio etc. I'm told their should have been a second disk but don't worry, use dell downloads, cept that site is throwing a "service tag is unsupported" error. After being on the phone with dell over an hour on this getting nowhere any insight would be appreciated. Is tech support always this inefficient?

Oh to the poster Martymo1989,in the old M18x owners lounge thread, I called twice to tech support when I first had the USB problem who the tech forwarded me to some guy answering the phone "hello" having no clue what he was doing, let alone he didn't even work for dell. Seemed like we got the same guy. The tech identified himself as Miguel both calls before forwarding me on. Lol.

Any insight on either issue?

 

I have a question here about the power button circuit cable. I removed my alienware indicator cover to remove fan cover of it and when i dress back, the power button circuit board cable has a little bit split off(broken), i have limited parts warranty, can i claim from dell? or can i purchase it from somewhere else besides from dell? how much if I need to pay for it? does anyone know about it?

 

Is this what you need? Alienware M15X Power Button Board DELH-40GAB390P-A000 | eBay

Btw are you from Malaysia, Your number sound familiar

 

ya it is, can I claim warranty for this part?

 

*UPDATE*
Depot seems to have fixed the problem this time around, Hooray! Seems as though they did the same part swap as the tech on site did, interesting. Though they made a mess of the labels under the battery, looks like they swapped out the base as well. Bottom line I wont complain as my USB ports dont die out now and no more blue screens.

After talking to yet another agent, who finally walked through all the steps and remote connected to see the errors I was getting, they finally relented and agreed to send the cd\dvd's

I have a fully functioning M18x. w00t w00t!

 

Question about the lemon rule

I wanted to know if dell is supposed to replace your laptop with equal value or just a newer one with some options.

The reason I ask is that I own a M17xR1, and forked out $2600.00

Replacement under warranty M17x R4, = $1500.00

 

I spoke with a good support rep today. I explained my situation that they had tried repairs and failed to fix my issue and promised a managers call back that I never received. She tried just a couple fixes including safe mode and driver installs (i was already current) and put me on hold. When she came back she was very polite and apologetic stating since a manager was supposed to call back she was escalating and I would get a follow up by her on Friday as she was off weds and thurs. She said they were seeing what else they could do and there was nothing else she could do repair wise.
I assume that means they are going to try to replace the system (seen this game too many times).
As much as I would love to see Ivy, I will not give up my 6690m xfire for gtx675's.

 

Ok do much for the great rep. Dells support connect was down friday so she couldnt do anything. Said she'd call back saturday morning, didn't hear anything till 4 and it was another rep saying first rep was out today and they needed some basic info, that id already given them. Ugh.
They're supposed to call back today

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I'm curious why you wouldn't be excited about an upgrade from 6990M CF to GTX 675M (aka GTX 580M) SLI. Just prefer the AMD cards?

 

I dont think value comes into it - its equal or better specifications, as close as Dell can get to it really. You may end up with bumps in certain categories because those parts are no longer available but its discretion on Dell's behalf as to what they offer - base line rule would be that it should NOT be worse spec than what you had originally.

Also, if you had dual gpu's before - that's what should be offered as a replacement and not a single gpu system. Same goes for other components....like for like or better.

Looking at the spec's in your profile for "original vs. replacement" , I'd say that's pretty good. IvyBridge cpu, bigger HDD & superior gpu - the only thing I see that you could complain about would be your OS.....worth a shot as that's an easy one to say "Hey Dell, I had Ultimate before....what's the deal here?"

 

Too many fights in the past with Sli , had much better luck with xfire. And highest end card for highest end card, since 7970 is king of the hill right now.
And in most of the games I play gtx580 was no upgrade.

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After 7-8months of attempts and 2 trips to the Depot, Dell Exec customer support has offered me an exchange.. i'm just having some trouble deciding what to accept..

Specs are below. I know the newer machine is going to be faster in almost every category but I can't help be bothered by the fact that i'm losing my Dual-video cards - just feels impressive having 2 in there..you know what I mean?

Also not happy that the newer models have only the soft-touch plastic chassis - seems much less durable than the aluminum i'm sending back.


Old machine:
M17x R1
Q9900
260M SLI
4gb
500gb hd

New machine:
M17x R3
i7 2670QM
6990M (single)
750gb hd
256gb SSD hd

Any thoughts or feedback? Should I just be dancing for joy for the upgrades or would I have any fair ground to keep pushing for a like replacement?

Is the m18x the only machine being produced with aluminum and dual-video these days?

 

M18x is the fair exchange. Dual gpu and aluminum chassis. Any I7 process will be better than what you had. Quad for quad.

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Totally agree with GedtFound here.....you had a dual gpu system before so Dell should supply you with the same kind of configuration...and as the m18x R2 is their only duap gpu system, thats what you should get. Same goes for the Aluminum casing...like for like and not "here you go, heres a plastic laptop instead!"

 

I just got approved for a sys exchange yesterday. I expect to get a refurb unit as there a bunch in the depot. But I'm OK with that because I'll still probably get a 2860qm and 16gb 1600. Still an upgrade from what I have. I think the 580sli will be there too, which I "think" is an upgrade from the 6990 xfire, as long as they have the driver issues worked out.

JTYS17, we should get our systems close to the same time...

I think its hard to ask for upgrades, even though ive seen some get them. I had to fight to get the specs I have for this last exchange. Hopefully this one is smooth.

 

They have a pile of M17X R1.
So, instead of R3, they might offer R1 with 280M SLI and QX9300.
So, its sort of gambling.

 

I just saw the outlet has a ton of these. At least you will get your equal system, just hopefully without any more issues.

 

Currently going thru the replacement process, whats the average turnaround time for most folks who had their system replaced. Rep said he would call me the next day to see what he has in stock but so far after 2 days haven't heard anything from him.

 

They tell you 3 weeks turnaround total to receive another system. They are supposed to contact you within the first seven days with specs of the replacement system. If you get a refurb it may take less than 2 weeks since there is no build time.

 

Hope the rest of you are having better luck, My situation, Dell approved a replacement after 3 months, received an m18x as an replacement for my m17x R3, but with lower specs, returned it on Tuesday, and now rep is telling me he is still looking for a similar spec and will notify me next week.

So sad to be unable to play diablo 3 or tera until my replacement comes!

 

I sent my laptop for repair...and dell depot notes says possibility of replacement..
Your unit has sustained damage to a point where repair may not be possible. Tech Support is currently reviewing this to determine next steps. If you have a Complete Care accidental damage warranty from Dell, this typically means that a replacement unit will be issued. Dell will contact you with additional details.

Below is my current M14X configuration:

I7-2760QM
Modem, Wireless, DW5620, Minicard(Cingular)
Memory: 8GB(2X4GB, 1600MHZ )
3.0GB DDR3 NVIDIA GeForce GT 555M
Hard Drive : 500GB, S2, 7.2K
Wireless, 375, Bluetooth
Killer Wireless

can some one please advice me Which configuration should i expect from DELL ?what is the best deal i can accept from representative in terms of above configuration upgrade..

 

This is a freaking mess for me right now. Dell/Alienware Replaced my M11x few months back and the replacement system came in wrong color and with missing/wrong parts. I refused to accept it and they sent me new system and older systems were collected at the same time.

Now 8 months down the road, this system got repaired over 6 times for motherboard dying (7 beeps). Now 3 motherboards in a row and I get the offer of replacement system. Thats fine but Dell rep sends me an email saying the will only replace the system when I return the old systems back to them.

I don`t have the DHL paperwork anymore and I got no idea what to do.

To top this off, Dell rep promises to extend my warranty for 1 yr and it was showing on the website till the replacement system was offered, now it shows the warranty of the original system and 1 yr extended warranty is not there.

Sent an email to the rep, lets see what happens.

 

I just got approved for an exchange my old system is.
M17x r2
4gb ram
250 7200 hard drive
I-7 820
5870 in crossfire .
System originally had 4870 in crossfire but they replaced these do they take this into account.

What should I expect as a replacement.
Would a new M17 r4 be faster than my old system?

Just got off the phone with dell's They were first going to offer me the below system. Black
M18 x with 8 gb ram. 750 hard drive and a 560m card. Not sli. I said my system had crossfire so i wanted 2 cards and red.They changed the color to red and bumped it up to SLI. I asked if they could upgrade the video first they said they could give me one if the new we cards.I said that was wanted 2 cards but like and more than nivida. They bumped the cards up to 6990 in crossfire.

Ended up with the below system
M18x
8gb ram
6990 in crossfire.
750 hard drive
It is a referb but the case is new due to the color change.
If they had stuck with the 560 in ski would I have still done OK.
Do you think there is anyway to get them to go to the 79990 or would that be totally pushing it. Very happy because I started out with a xps 1730 with 8700 in sli

 

You can only ask I guess but my gut feeling would be a big fat NO - simply as going from a single 560m to 6990m crossfire is a huge jump in performance. Warranty kinda states "like for like or better if the other options are not available".....that's what you got so I dont think they will bump you up another tier....

 

They gave me a I-7 2670,processsor how good a processor is this. And since the system is a refurb how old is it

 

What was your cpu before? - remember the "like for like or better" rule. I think you maybe mean 2760qm....if thats the case, you made out pretty damned well. Doesnt matter how old it is, assuming your machine before was a 1st gen cpu with single gpu, you have done exceptionally well to get a dual gpu setup with a 2nd gen mid range cpu.

 

I had I 7 820 with crossfire 5870 .they gave me the single 560 by mistake because they changed it to crossfire pretty easily. How much better is the 6990 cross fire better than 560 sli or 5870 Crossfire. How much better is the 2760 vs the I 7 820. And pretty happy they just shipped it .Only problem on vacation so have to have weather my x wife or girl I have been daiting for a week pick it up lol

 

6990m crossfire will thrash the living daylights out of 560m sli or 5870cf. Literally, it will shred everything in comparison, so you have got a VERY nice upgrade there.

2760qm vs 820qm - again, you have done very well if this is the cpu Dell are offering up. The Sandybridge cpu is MUCH better than the Clarksfield 820qm. For a start, you will have the added benefit of running Intel's integrated HD3000 graphics onboard the cpu which is really handy if you want to conserve power but still do some gaming at reduced settings. Better clock speeds, the whole shebang really. You can compare the two below:

Compare Intel® Products

All in all, to get a machine with 2760qm/6990cf is a HUGE bump up from your old machine that had 820qm/5870cf. You should be VERY happy!

 

Thanks for the info. Double checked I am getting the 2670m not the 2760m.Also looked at the order and it has ghe original specs I was offered the single 560 and black not red. Dell rep told me if a rep promise me the upgraded spec I would them but they could not check last night because there systems were down last night. In one hour I will be able to call.

 

Well, the 2670qm is not quite as good as the 2760qm but its still way ahead of your old 820qm. I hope they come good for you and give you the spec that you were initially informed of.

http://ark.intel.com/compare/53469,43124

 

Spoke with Dell they see the notes on the upgrade and say the sytem I have may or may not have them. They suggested I take the system and check the parts. If they are correct keep system if not send it back to the depo. I am on vacation so have to have a friend pick it .Since I am not home would prefer to just refuse the delivery. But they said I needed to accept it and che k before sent it back. Worried if I take it iwill be stuck with it. The rep did see the notes on the a count anc they would honnor the upgrade

 

I dont know if its possible for you to get them to email you with confirmation of the spec of the replacement? - that way, if a machine arrives and it is NOT what you agreed, you simply have the proof and can send it back.....that's what I would advise - getting something written to confirm the spec offered to you.

 

Tried to get a email but they said no.Two reps said they did see the upgrage approved for thd 6990 and the red.I am not coming back till next Monday so will be a long week. The thing I realsize with Dell is you have to me on top of them. If I had not have called muliple times a day they would have given me the lowwer speced system.Since I started with A xps 1730 with 8700 sli I am pretty pumped.

 

You certainly have done well to get that spec approved verbally. I still would hound them to death for a concrete email confirming it. Maybe confront them and ask them why they cant do that....I mean, its a simple thing to do if they can see the notes. Don't settle for a verbal confirmation....well, that's what I would be doing anyhow - if the person you speak to won't do it, ask to speak to soneone who CAN do it and keep going till you do get someone who can.

I only recommend being so persistent as I believe that you don't have anything in this life until you literally have your hands around it. An email confirming this would be those proverbial hands around your replacement.

 

Got my email confirming 6990 crossfire.
Very happy kinda wished I had pushed for processor upgrade but very happy

 

I am once again going through dell hell! They offered a refund but can't change bank details. So ask for replacement now want to try and fix. Have email dell corp will wait and see


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Great result though - at least you have confirmation of what you will get so there's no "wriggling out" of it. You still have a great cpu upgrade from 820qm>2670qm.....all in all, I would say ....RESULT!

I think that's bull, Dan. I bought a machine on a card, they wanted to refund to that card and I said it was no longer open - they sent me a cheque.

 

Oh really prob is I was not originally purchaser of laptop purchased externally to dell and was transferred into my name then I extended warranty through dell at my cost at a later stage. So don't know what to do.. Have sent that email but now waiting


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I see, Dan - that's a tough one to call and I don't know how they would refund you back the purchase price - I imagine it would have to be in the form of a corporate cheque - which was what I got when they couldnt refund electronically to my original purchase source, which was a closed credit card. If you're dealing with Executive Customer Escaltions Team based out of India, the chances are that they would end up having do do something like that to process a refund for you....I mean, it's not like you dont have the warranty in your name, right? - shouldnt make much difference to Dell how they physically get you your cash back...

 

My replacement system is at fed x but I will not be back in town until Monday the day it is due to go back.If I am unable to pick it up before it is shipped what happens if it gets shippedback to dell.Do they respend it do they start from sach will they honnor the specs they have promised

 

Dont know what the score is in the US but when I have a Fedex or UPS delivery, they have to attempt the 1st delivery - if its missed, you get carded and need to contact them to re-arrange a delivery. You might also be able to contact Fedex direct if Dell gave you a tracking reference and you may well be able to re-arrange delivery direct with Fedex to a time that suits you.

 

Fed x will only hold it for a week. They are attempting delivery today but I am out of state. I would have had someone pick it up but they have to have same last name or a dress.If my flight is late at all .It will get returned .Any idea what happens with dell then.

 

Not sure. Maybe you can leave someone some ID - maybe Fedex would allow someone else to collect if they could prove they were doing so on your behalf. I would talk to them (Fedex) and try and explain the situation and that someone will collect it for you with enough ID.