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

My original system was black, the entire process took me 5 months from the day the exchange was approved. I was actually quite surprised when they took my request, he never said he was, quite the contrary actually. However one day my replacement was cancelled and a new order was placed with my requests. It took me about 1 week to get my specs.

 

I'll try to wait a week for my specs. But 5 months, uhm, id be in a straight jacket.

 

trikster,

Contact Dell for the M11x, M15x, M17x. All Legacy laptops go to Alienware.

 

sorry the 5 months was a typo, I meant 5 weeks

 

Alienwolf what were the specs of your original R1 system? And Dwarf King thanks for the posts, I'm very relieved now knowing the law is on my side in getting either a new system or refund as the system was not a refurb. +1 rep your way

 

Great to hear alienwolf! And you are very welcome DaneGRClose. I am sure that Dell/Alienware will take care of your case

 

Here are the spec's you asked for
R1 Q9100, 6g 1333 ram, 1200p LCD screen, Blu-Ray, 128 SSD, 260m sli refurb system bought with new warranty.

R2 i7 920xm, 6g 1333 ram, 1200p LED screen, Blu-Ray,
128 SSD, 4870 ati CF

Has anyone noticed the Alienware website only offers i5 i7 just one button on screen now?

 

I did notice it now that you pointed it out! I wonder if they're not making anymore C2D/C2Q systems anymore due to stock, or what the deal is? It sounded to me like they've been out of T9600's for at least a few weeks based on what a rep told me a couple days ago, and another rep a few weeks ago. Thanks for the spec comparison. I think my odds of getting a i5/i7 system are starting to look up!

 

I also looked around at the different links I could find for the m17X and it looks like they're only offering single 5870s or xfire 4870s or 5870s. No more nvidia cards at this point unless we see the 480m in a few months.

 

Kind makes you wonder all this R1 trouble is Nvivia related
and they have been burned enough. It is strange that all the other companies offer single cards and now the replacements seem as you pointed out only ATI now Hmmm

 

Yeah it almost seems that way, it also makes me wonder if we will even see a 480m in an alienware if Nvidia has somehow burned them either inadvertently or not. I do have to wonder if that's the case if they will also announce going to the intel integrated graphics chip when a refresh/new system is released? Hmmmm.......

 

But then again, it could be that it's been quite some time now since Nvidia has released a GPU capable of competing or even knocking out the new series of ATI cards. The cost/requirements of running the 480m when released will be ridiculous and anything else is older and starting to show it.

 

alienwolf - I am beginning to agree about an Nvidia issue with the R1's.
I was told by more than one tech that the nvidia cards I had were trouble from the start, with heating issues. Not only causing damage to themselves but to other components on the laptop. This came after many calls to find out exactly what was wrong and why new video cards did not fix my problems.
And when I first ordered the laptop they delayed sending it for its failure to benchmark without overheating.
Just a couple more 2cents to throw into this thread.

 

Seems like a case for it. On a side note my R2 is in San Diego now so I expect it at my home in a few hours, got to drive 1 1/2 hours home to see it work in L.A.
The R1 did not ship from China? thought it would. Came from here(Dell IBU: Americas) Florida, isnt that where Alienware has or had it's headquarters? Seems the unit that built my R1 builds for Latin America, interesting. I still dont understand the flow chart of this company even after 6 weeks of dealing with this, anyone else have a clue ?

 

I thought Dell's main headquarters was in Texas? That is definitely strange to have it come out of FL when they have others closer to CA. I am starting to think of Dell the way most men think of women, I'll never understand them I'm not even going to try. ;-)

 

AW headquarters traditionally in FL. Im surprised its open...

 

Sounds eerily familiar to my m1730. Took 42 days to get shipped to me, then I had it a couple months and the 9800 cooked. They dies in december and dint have anymore 9800's or 8800's in stock so it got replaced with my R1.

 

Probably removed the R1 due to me showing them the design flaw with the system and pressing them on it, hard. Timing is all too coincidental with them finally getting back to me about it yesterday with the resolution being an R2 system exchange due to the fact that they said engineering couldn't come up with a fix for it.

 

Ok guy's just got home from L.A. my little black box was waiting for me What can I say It is well built no flaws that I can see, the LED screen is all everyone said it would be bright, sharp ,clear. Everything works right out of the box, I don't think I'll screw around with clean installs this works to GOOD!..I emailed my Rep befor leaving L.A. about return of R1, Label was on my email site befor I got here so I can send it out 2morro. I'll be doing some stress tests and benchmarks 2night,Ill post later about them. I can not state how different this is, like a different model or company it works soooo nice. Well unless someone has a question, and I'll check later CYA

________________________

R2 i7 920xm 6g 1333 ram 1200p RGBLED 128 SSD ATI 4870 CF Blu-Ray

 

Congrats Alienwolf! Glad to see it worked out for ya! Have fun doin the tests and benchies, let us all know how it ends up going. And as for myself, I'm back to the waiting game. Been about 2 1/2 weeks and I still don't even know what I'm getting...

 

Elkay some one must have showed them how hopeless the R1 probs are

 

Okay I have a question for everyone as I am starting to get very frustrated with my replacement process. Does anyone know how long it takes AW to build/test a system? I was promised very heavily that my replacement would be to me or shipped by June 10th and under my Dell page all it's showing is no orders and authorized but not ordered or built or anything of the sort like it has for the last week and a half or so. I don't see how they can effectively build and test a system in just a few business days. I may be wrong, and if I am please tell me.

 

Ok mine took from time I was told replacement approved 10 days before I saw anything in my account page. Then once I saw in production nothing ever changed, in production. on June 3rd it said shipped no warning. Then when I got tracking number no change until it showed up San Diego.
I asked my Rep why lack of info he said because it didn't come from regular factory. Was special build here in U.S.
I know how you feel BELIEVE me, just hang in there it will happen, don't lose your cool.

 

When did you get to verify/approve the specs?

 

When it was posted in production my Rep said Ok anything special you want or upgrade to, Ill see if I can get it thru..I didnt was just happy it was a big upgrade. Got a call from Alienware this morning asking if all was ok? and am I happy with new system, I said yeper, they said all thats left is send back R1 and I told him had already sent it Rep emailed me label, and he said great I am closing your case as of now....
And this R2 is great been having fun all day, wow at max, F.E.A.R maxed..MW2 maxed, Masseffect2 maxed..

 

In general, how are replacements issued? Through the Dell tech after the defects are determined to be worthy of a new replacement or after discussing the problems with the Dell rep you purchased the computer from?

It seems as if everyone above is doing it through the Dell rep, but surely it must go through the tech dept first?

 

BlueMoon in my case the Tech said I should get a replacement or refund. Dell over him said NO, needed to keep trying to repair. Thanks to a smart guy on here Dwarf King, I emailed Michael Dell explained my problem's and unfair treatment. They put a Rep on my case and 3 weeks later new R2 in my house. The hole thing from start of problems to finish was 7 weeks total. Painful but worth it!
___________________
R1 refurb Q9100 6g 1333 ram 1200p LCD 128 SSD Blu-Ray

Replacement R2 i7 920xm 6g 1333 ram 1200p RGBLED screen 128 SSD Blu-Ray

 

Thanks for your reply alienwolf, I'm glad it worked out well for you in the end. The reason why I asked is because I was offered a new replacement but was told by the tech it would take up to 21 business days before it's sent, and I would not be able to check the status/progress through my account. Instead it would be delivered to me whenever it's completed. I'm still within the 21 days period since the date of purchase. It seems like it would be faster to return it and reorder a new computer. But a couple of people here seem to be discussing the replacement with the Dell rep and getting rather fast shipping dates.

 

I think if it was me, I would still email Dell and explain this is what the Tech said I you are confused and would like a Rep to handle the case. I and I am not sure, would be weary of a Tech handling this. They will check your case and either explain whats going on or assign a Rep. At lest they will be aware of everything and you will have better peace of mind

 

In case I'm not living in US then how can I have my m17x system repaired/replaced?

I'm living in Vietnam.

 

you can service your m17x anywhere in the world if you have three or more years of advanced or higher warranty. do you ?

 

I have a G17X R2 and the left speaker light that always has a green tint to it except when Red.The first tech came out and replaced the led board on it, this did not fix the problem. Now Dell is sending out a new Mother Board. I asked the phone tech if this would be a new board, he said yes. I normally would not worry about this but I just bought this and it was expensive. I will say Dell has been good about handling this, I thought they would just give me a replacement. I do feel kind of uneasy about my new lappy getting dissected two weeks new.

 

The replacement parts are always "refurbished" unless they send you a new system. This was told to me by a Dell repairman who came to my home to fix one of my computers. I also asked a Dell phone tech about this, and was told "refurbished" could mean a part they used to test their computers or a part that is recycled from other computers. I would recommend asking the tech where the part is coming from.

 

Thank you for the information, how can I truly know if it's a new part? I am within my 21 days still, I could return and reorder...

 

Technically (or perhaps legally?) it has to be labeled "refurbished" some where on the replacement part or the box it came from if it's not spanking new from an unopened box, and was used briefly or recycled from another computer. I would verify with the phone tech whether or not the replacement part is from a new unopened box or from an "opened box", and if it says "refurbished" somewhere.

 

But not everywhere in the world have the capability to service a m17x right? I means if there is not any Dell support center in my country that can fix my alienware then they will send it back to US right?

 

No, they should be able to get the missing parts fedexed to your country and a tech should arrive and replace it. Do u have this type of warranty?

 

Has anyone had an 'Alienware' laptop (new not refurb)die while under warranty and have it replaced with a Dell/Alienware laptop?
This critical issues rep. is starting to annoy me. They have spent more than what I paid for it trying to repair. Been in their hands for a month and out of commission for 4months. I am planning to take the next step (lemon law and/or BBB) if they can't do something soon. They are pulling data off my hard drives right now, so waiting just a bit would be in my best interest.
I know reps are all about the bottom line, and though he says he can't replace an alienware machine with a dell/alienware.... I think he's giving me a line of BS. He says it's not Dell's responsibility since it was bought new from Alienware in March 09.
My original purchase has a charge from Dell for 4874.00 plus tax/shipping, 5k plus total. Something smells.
Just wondered if anyone on the forum has run into this problem. I need some ammo when I go into battle.
Thanks to Dwarf King, I know they have to give me a new machine since I bought a new one. Big thanks for the links to the lemon law.
Thanks to Elkay I know that the R1 is plagued with issues and I can argue that point if they offer me one of those.
I haven't directly asked for a replacement yet. All this replacement talk came from him as a preface to me asking when I could expect my laptop back.
Any ammo I can use would be most appreciated. I'm so sick of waiting.

 

I don't know, just check my Service Tag and it says this:

System Type: Alienware Laptop M17x
Ship Date: 11/11/2009
Dell IBU: Americas


Description Provider Start Date End Date Days Left
XPS Technical Support DELL 11/11/2009 2/9/2011 247
Next Business Day Support BSC 11/11/2009 2/9/2011 247

So do I have that "type of warranty" ?

 

no, you only have two years and as far as i know only three years is covered internationally. you should contact dell and ask.

 

Thats about when I freak the heck out and ask for a manager right then. When they legally aquired Alienware and all their assets, they also legally aquired Alienwares liabilities (warranties). I would call and scream for a manager if I were you. If they give you grief contact the corporate office and demand they send you something in writing that states they are not legally obligated to support/replace your system.
I had a tech tell my coworker that since he updated his bIOS himself it voided the warranty, so we called back and asked for it in writing, of course the manager was shocked that was said and a replacement laptop is being ordered.
More Dell lies!

 

Those were my exact words to this rep. Dell gets the assets and assumes the debts/liabilites too. He said he would answer my questions about that when I have my laptop back. Huh?
My questions: how long do I have to wait, how many repairs, for how many months, isn't 4months long enough? What do I do if it can't be repaired? He didn't answer, just said I'd have my answers when the computer was back to me.
As I said they are doing a data pull off the ssd's for me and once I get my book back and can write/edit again.... the gloves come off. I've been very nice and understanding. I did all my complaining on this forum and got educated here too.
I want to go at this with all my information correct.
I really don't think they want to do a refund on that kind of money. According to my hive they've spent over 5k trying to repair it. In the meantime... the more information I have the better.

 

I need some advice again, Dellienwares horrible customer service has got me on the edge again. I finally emailed the [email protected] and got a call from a case specialist this morning. I only requested a few simple things one was a single rep to handle my case instead of 15 that know nothing. The second was to finally get a date that I would have my computer shipped, and the third was to get a new computer not a refurb. I also referenced lemon laws and the magnuson-moss warranty act(thanks Dwarf King). They are still trying to hard ball me claiming that they have all right to send me a refurb and that no law prevents that. The rep told me he should have the specs on what is being built on Wednesday, I have a hard time believing that as I have been promised multiple things and not a single one has actually happened. My question is do I contact the BBB and/or an attorney now to see if it gets them to wake up and take me serious or should I wait and see what happens?

 

Why dont you wait and give this new contact a chance to resolve the issue. If you fail to receive a call/follow up, then take additional action.

 

I was thinking that as well, I think I will probably wait until Wednesday. It's just very frustrating when I've seen most people get great results once they get a rep, to have mine call me and hardball me saying he wouldn't do anything that we would just have to wait and see. I've done the research and all they're doing is turning their heads' saying no laws exist, you're stuck with whatever we decide to give you after putting you through months of an unusable computer. Thanks for the advice.

 

Hardest thing in the world to do is just sit there and wait when they take that stance. Like you are at their mercy. I know the feeling. By waiting you may be pleasantly surprised and at the worst you will know the specs of the laptop they are sending and then have real ammo to use if you must go the BBB or the 'lemon law' route.
Good luck with your laptop. I really hope it works out for you.

 

Give the rep a chance and if he/she fails then take legal action as failing to act is not acceptable.

 

You really need to give him a chance or why call him in the first place. If he is from Corp from the email we gave you then he is Dell not allienware. My Dell Rep Ramjee did all he promised as a mater of fact I got a call from alienware after he steped in. Got a call Saturday morning from alienware " you happy all ok now" hehe So hang in there this guy will settle it one way or another, your about 2 weeks away from a new build shipping out..bet ya.

 

Well, I am shipping my M17X R2 back, and will reorder. Dell was going to replace my motherboard with a refurbished board, all to fix a discolored speaker light. The tech that came out looked like a old man from a Rob Zombie movie. So anyways, Dell has been good about the whole thing.

 

I understand your grief DaneGRclose. I had the ball rolling until I called back for a status update and 1 bad tech ruined the whole experience. I knew I was getting a replacement and was waiting on approval. He decided that I should send it in and not get a replacement and screwed everything up. Thats when I called back and asked for a manager. Who was this tech to override the 3 other techs and a managers decidion???!! The manager agreed with me and said "If you were promised a replacement, you get a replacement." That was very fair.