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

This most recent call I was transferred to a supervisor again to rate their service and he pretty much just said the same thing. Motherboard needs to be replaced two more times before I meet the prerequisite to apply for system exchange.

 

So you know there is a completely different procedure for a problem like this.. Dell/Alienware uses an underwriter to do the insurance on this and it is outside of warranty... and you might run into more problems having to go this route than the normal warranty route.. Maybe a rep can come on here and explain it a bit more indepth..

The fact that they even entertained the idea of offering you another system since in your own words you said you caused the accident is awesome and you should be very grateful..
When you admitted you caused this accident and it wasnt a defect your warranty actually went out of play and you went under the insurance coverage part.. and thats a very different entity all together.. a rep would have to explain it more in depth but yea you got lucky!

 

Another update on my issue: Service guy came and changed my motherboard again...caps lock light problem is gone, but sound still randomly disappearing. I would restart the laptop and it would work perfectly, and it just would randomly stop working.The sound icon says volume is on and drivers are working. Other times I restart sound is just gone. Also, now the monitor is blacking out. The service guy checked the connections again and it seemed fine, he suspects the connector needs to be replaced? Called Dell again and they said I'm not going to qualify for system exchange unless I send my laptop in. I told them again that it's not an option for me, and to just send parts again.

Edit:

So a few days ago they ended up replacing the motherboard, heat sink, and lcd panel (because the screen stopped working...). After the guy was done, he turned on the laptop and a blue screen pops up for a split second and does an infinite loop on how there is an error and it laptop needs to restart. Had to call again and they made me restore back to factory settings, and had me wait while they re-downloaded drivers back to the laptop. Finished a few hours later and I realized that the lights are not working properly. The "A" and "L" on the Alienware logo is blue when it's suppose to be white.

They wanted me to send my laptop out again, and I told the guy it really is not an option for me. He ended up opening up a request for a system replacement again, which I doubt will be accepted since the first one was rejected because I didn't send out my laptop. I really want to throw my laptop against the wall. Seems like the more they try to fix it, the worse it gets.

 

Hi all,

I have already posted on the Alienware M17x and 17 board about my recent two month ordeal having my Alienware M17x R2 (i7 CPU X 940, HD5870 Xfire) repaired.

Thankfully, they have decided to replace my system. There is a Team Leader in the Technical Support team who has taken control of the case and is updating me on the process.

I understand it is at Dells discretion and availability for what they offer me but can anyone shed some light on what they think I should be looking to receive based on the current specs and service I've received.

Thanks in advance!

 

Going through a system exchange with Dell currently on my Alienware 18. Video card has issues even after having most of the guts replaced by a technician. Dell gives up and just wants to replace the system. I don't blame them with how many service tickets they have had on this system. I am overdue for a replacement and seems like they plan to take the full 3 weeks to give me some sort of update.

 

Dell never bothered to call me but denied the system exchange and instead wanted to offer a full refund. Unacceptable and I have opened a Better Business Bureau ticket to straighten up dell. If you make a promise to someone, you should also make sure to follow through on that promise. Talk is Cheap and actions speak for themselves. Stop wasting the customers time and do the right thing the first time. Now you get to deal with BBB and have a nice ding on your record. Don't get me started on twitter, facebook, Attorney general, Myspace and friendster