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

I think I have officially been screwed. I don't know if my system is a refurb or new but I have a weird hunch it's refurb'd. The reason why is to the best of my knowledge all c2d/c2q systems now are refurb. I went into my account tonight and there was the shipping stuff, I pulled up the computer specs and here is what they are sending me:

Q9000 Core 2 Quad, Single GTX 260M, 8 Gb DDR3 1333 mhz, 500 Gb 7200rpm HDD, Silver Color, WXGA screen, DVD burner

from

T9600 Core 2 Duo, Single GTX 260M, 6 Gb DDR3 1066mhz, 500 Gb 7200 rpm HDD, Black Color, WXGA screen, DVD burner

I'm feeling really screwed beyond belief my rep was worthless and didn't even call me. What do I do now? And do I even accept the shipment or not?

 

thats really odd because i pretty much had the same spec as you except that i had sli gtx 280's, 4gb of ram and 250 hd and the replacement they are sending me is actually pretty good... i7 720, 6gbs ram, rgb led, and crossfirex 5870's.

 

Well it is an upgrade so option is make it very clear if its a new build ok, but if it is a refurb you will send it back. You dont want someone's problems. Seems very strange Q9000 is a good cpu. Your system is just under a year right? That might be why they are fighting so hard.

 

It's got about 3-4 months worth of warranty left and I had planned on purchasing the additional warranty if I get a decent system when all is said and done. I may be wrong but from my understanding the Q9000 in most applications is actually a downgrade. Also I don't personally like the silver color, I want a black system like I had. So if it's a refurb can I refuse the shipment and send it back without hurting my case?

 

you could overclock the q9000 to like 2.4ghz i think.
its not a bad processor...

 

You dont have to except what you dont want ! The rule is same or better, send an email asap to your rep, no phone calls that way you have a paper trail. Be firm!..but be nice!
Just say as the system is posted on my accout I will not except this..

 

i personally think there going to give you a hard time if they havent already posted an r2 replacement in your account..

 

I'm not expecting the top specs of everything, I do want an R2 for multiple reasons. Everyone else is getting R2's for R1 replacements. The R1 has tons of issues that I shouldn't have to continue dealing with. The R2 has the capability to be upgraded to better specs i.e. 5870 and iX processors. And at the very least I shouldn't have to take a system that's most likely already had problems in exchange for a system that has problems. I should get no problems in exchange for problems not problems for problems. Honestly I don't know if my rep is going to help he was a bigger jerk than the tech reps/managers were. I'm really considering just contacting the BBB and an attorney if they can't solve this first thing in the morning.

 

hi guys i need a little help here. i have a m17x r1 specs as follows: q9000 , gtx280m sli , 4gb , 2x 160gb raid 0, and everything else is standard. now after a few mb replacements they have authorized to replace my system. i was told i was going to get an r2 system , but after much delay (2 months) they have configured an r1 system with the following specs for me. qx9300 , 280m sli , 8gb pc 1333 , 320gb 7200rmp x 2 raid 0 , everything else is standard. do you guys think i should take this system as opposed to an r2 with 720qm and 5870x. i am planning on getting the extended warranty on this system.

 

Hey DirtyDan seems like some nice upgrades, the Q9300 is a over clock cpu and 8g ram nice. When I was waiting for my spec's to post on my new build I would of been very happy to get that.

 

Dane is the rep your dealing with the Corp from Dell the [email protected]? If so just put in an email what cpu and other things you will be willing to close the deal with, and see what he says.

 

You are well within your warranty and I don't see why you 'have' to accept their idea of a fix. Personally I like my black case and would not accept a silver either.
Check up on the stuttering/DPC issues on this forum. I believe the QX9300 had these problems but Elkay is the user to ask. He started a thread about his problematic R1
http://forum.notebookreview.com/ali...-m17x-r2-replacement-your-problematic-r1.html
Good luck... I'm watching this thread and how they treat you. Your laptop is newer than mine.

 

I have been sitting here on my mountain(Dwarfs live in mountains right? ) and watching and I feel that it is necessary to point out that you are entitled to a replacement or a refund if Dell/Alienware cannot repair your machine after 2 or 3 attempts. Also you decide whether you would like a new machine (of the same spec or better) or a refund. Do not accept used parts or old machines. Do not let them tell you that the law does not exists.

The Magnuson–Moss Warranty Act is very much existing, kicking and alive. I my self have been told by a tech that I was not entitled to anything at all and I had to tell that tech that he should check out the homepage(danish one of course) and that he was wrong. If they start telling you that you do not have any rights then avoid them and keep on sending mails to [email protected]. Do not waste time on techs that clearly do not know the law or the consumers most basic rights. You are doing nothing wrong here. You people just want what you paid for and the law in US is there for protecting you. Forget about any tech and write to [email protected]. And please remember to tell them everything about your case like how long they have been keeping your machine for repair(weeks, months), when you bought the machine, whether you use it for school or work etc. Do not forget to write how these techs have been treating you. The mail has to be written in a polite and civilized manner and explain everything from the issue with your machine to the situation until now.
The Magnuson?Moss Warranty Act - Wikipedia, the free encyclopedia

 

Yeah, now im worried. I wont accept a q9000 and dont want to have to wait weeks more for another option. Even though its a quad, for the single threaded work I do, clocks are king!

 

I followed Drawf Kings advice,and got my R2 so IMO he's the man who realy knows. And if you look at his sig: you see what he got for himself Rule from your mountain top even if I am Horde

 

my r2 replacement is still in production so hopefully ill get it sometime this week or next..

 

I guess it's time to take off the gloves. The silver computer got here today and is in HORRIBLE shape. The case has deep gouges all over it, the plastic bezels inside near the keyboard and touchpad have gouges so deep they are white not even black. The lcd panel has scratches all over it. I contacted my rep to discuss this and all he would do after multiple different requests was to place another order for nothing but another refurb that I would have to wait for 10-15 buisiness days for. This is unacceptable. If anyone has any additional recommendations they would be very appreciated.

 

Contact the rep who initiated the exchange. They should be able to resolve this immediately. Don't delay. Get back with them ASAP.

 

I'm scared.
My laptop was in pristine condition, no marks on the entire case except where my hand rested on the area near the touchpad. Even then it was just shiny. LCD was perfect, no dead pixels or scratches. I babied it.
If they gave you crap for a replacement.... And mine is older... then what the heck are they going to give me back? I can't handle much more controversy. 4 months of emotional turmoil and being confused; it is long enough.
Please keep us posted as to what is happening GetFound.

 

so my replacment order was placed into production yesterday morning , and it has already been shipped meaing it must be a referb. now the spec on it are qx9300 , gtx 280m sli 2 320gb 7.2k hdd raid 0, and 4gb 1333. now this is an upgrade at processor since i had a q9000 with 1066 memory. now the resolution specialist im dealing with is very nice. he offered me to give me free upgrades once i get my system. upgrades are as follows: 8gb 1333 , ssd 128gb and a 500gb 7200 rpm drive, and a blueray burner. what do you guys think of this replacement should i send it back and ask for a r2 model with the following specs: 720qm i7 , 4gb 1333 , 5870 x 2 , 320gb raid 0. what do you guys think. i was leaning towards this b/c the way i figure this system will probbly get messed up some how since it is a referb , and when it does i can ask for the replacement system to have these specs or better. i getting the 4 year warranty when i get my laptop tomm.

 

DirtyDan since your getting the QX9300 play around with it see how it looks if you like it get the upgrades, heck got nice specs. If it acts up you got a R1 to use until the R2 gets there..

 

New info to add on my case, all of the reps continue to tell me tough luck. Also half of my keyboard doesn't light up on the side of the case that has the gouges all over it. And Dan I'd keep the system you have, I think I saw something about the qx9300 coupled with sli 280's being a recipe for disaster as the computer's psu is underpowered for that combo when all of them run at max. And when that one fails demand a max'd out R2 with the best of everything. It'll give you more ammo to do it with, and if it doesn't fail it's a pretty dang good system. If you're in my case of getting a beat up computer that won't fully function demand a new one now.

 

cool im gonna try it out and see how it is. thanks for all the replys

 

K so after speaking to what felt like every employee in the Dell/Alienware orginization I'm getting a no on a new system from everyone. I don't know why my results are coming out so much different than everyone else but they are. My question now is should I try to shoot for a refurb'd I7 based system when my original system was a T9600 or should I go for a Q9000/QX9300 system? I'm going to be doing mainly gaming and graphic design/web design with her and just want everyone's opinion on it. Also should I shoot for trying to get dual cards in either sli or xfire if I'm getting stuck with a refurb'd unit? Thanks once again for all of the help and advice.

 

Last word, if all your saying is true and I'am sure it is..
If it was me bottom line is, you either give me this for a replacement ( have your spec's ready ) or I want mine repaired and in perfect condition or I am done talking the next letter you get will be BBB or a Lawyer You need to end this, your not a happy person back and forth.
I don't know what has changed but I as in me would except a refurb like new, but not a used one which sounds like you received.

 

Deleted my text as it is irrelevant... Sorry

 

Sorry I just read the text above... That is horrible Please tell me that you have not yet emailed [email protected] and that this was the outcome??? You should ask for a new system imo as this is a damage machine!!! Take pics, a lot of pics to prove this in case they do not believe you.

 

Already emailed that email, got a no and a very rude rep. Probably worse than anyone I've talked to so far actually. Already took pics and kept them and even emailed them to a manager, all they said they'd do is replace the damaged parts and try to get me a cpu upgrade to a QX9300. Every single person I talked to refused to do anything else, and every single person I talked to refused to acknowledge the Magnuson-Moss warranty act as well as all lemon laws I brought up, all they said is if I wanted it to go that far they could give me the contact info of their legal dept. I will never buy anything Dell or Alienware again if this is how it ends up going down.

 

Sorry, I guess they did offer another replacement but only another refurb and they said if I did that they just got refurb'd T9600's and 1066 ram in both 2 and 4 gig sticks so I'd probably get that rather than the Q9000 and 8 gig of 1333.

 

Because their idea of equal or better laptop is a damaged machine you will have a case for the BBB complaint. I haven't looked into the lemon law as carefully but you can start the process either way. When looking at the BBB I did notice that Alienware lost their BBB accredidation. There were a number of complaints against them.
Lots of pictures to prove that the laptop they deemed equal or better is crap and some initial contact with the BBB and / or lemon law attrny, may be your best option.
Now they're threatening you with sending you a refurb. that is a bit less than what you just got. That's pathetic. On top of that they're refering you to the legal dept. Really sounds like they don't care if you report them.
Sadly this is the kind of brick wall I feel in front of me. They prefaced their conversations with the fact I would not be getting a replacement and I never asked.
How long has your problem been occurring? Just curious. I think the time factor will be important as well.

 

So now that my coworker had his M17X crap this week the same way mine did, after two part replacements they called him yesterday and offered him a system exchange. I told him that was good it should only be a couple weeks as thats how long mine has been since they approved my exchange. I was looking at our order page and saw a new order last night and said finally, heres my specs. I looked up his support history and saw that this was my coworkers computer!!!! BS! I called my rep/manager to see what was going on with mine and he wouldnt get on the phone, the person relaying the message said he would email me later. I'm getting soo sick of this! He did email me saying it usually takes this long, so I showed him my coworkers case via email and he didnt have much to say. I asked my case get escalated. Sooo retarded that two people from the same company call with the same issues and he already has an order and I called two weeks prior and am still being run around.

 

Wait, this rep/manager you are working with is one you got from using the boss' email. I thought that was the ultimate escalation.
So, you can escalate your case yet again and now you have even more ammo because your coworker, with the same problems, just got a replacement.
Sounds like there is a light at the end of the tunnel.

 

Well I am sorry to hear that this is your outcome I agree that IF they have tried several times (3+) to repair your machine without success and that they damaged it while under repair and refuse to talk about refund or replacement(a new machine) and that the mail, which was written in a polite and civilized manner(hopefully), sent to [email protected] did not help you out then I see no other option than BBB. However I can not understand why they are giving you such a hard time. That is a riddle way too hard for me to figure out. I mean you bought a new machine and it breaks down within the warranty period right? They try to repair it like 2 or 3 times? Did you buy a refurb to start with? If you can say yes, yes and no then I also believe that BBB is the best option.

 

Infernia, this has been happening over the course of about 2 months now. I've been reading the forums since stuff started happening and been driving very hard on fast fixes and then replacement and it's worked til now. Don't know why I'm hitting a brick wall now. If I were you I would demand a full refund and when they go down both legs say that "an alternate solution that benefits both parties would be a replacement agreed upon by both parties with a partial warranty and the possibility of purchasing an extended warranty". It's worth a shot. Or just go straight for the juggular and get ahold of the BBB and have an attorney contact them all in one day. Either way go for shock. Oh and from new understanding Infernia the escalation reps that initially contact you are FAR from the top of the foodchain over there in dilusional Delienware land.

 

Dwarf King I'm kinda ticked about it too, to say the least. I have spent no less than 25-30 hours on the phone in the last month alone with different reps in different division all because of a bonk'd pc. Everything I did was in a VERY VERY calm manner and civilized gesture. I did raise my voice a bit at my "escalation rep" at the very end of the last call after he stated "you're being very ungreatful, take it or we'll order another one that will most likely have lower specs". And the answer to your questions are yes it was purchased from them brand new and it's still under warranty for a couple months, yes they tried 3 repairs and wanted to try a 4th all under warranty, and no it was not purchased from Dell as a refurb. Sounds like I need to move to Sweden I'm starting to think big corporations run the USA with the government as their puppet. It's just sickening and aggitating when this happens.

 

Well I understand your situation and I myself did speak in a very harsh and firm tone to a tech once(but never to the person who represented Michael/the Michael mail ), but PLEASE remember this IF you raise your voice with a escalation rep that takes contact to you after emailing the Michael mail then you are picking a fight with a person who has the power to delay your solution. If they tell you that you are very ungrateful then explain in a calm tone that your request is humble compared to all the sufferings you have experience(this is the negotiation part where the person providing you with a service as well as you are suppose to walk away with the face intact and upright). In fact if you ever in the future should be unlucky enough to get a lemon computer then do never raise your voice when speaking to a rep manager. In your case I would contact BBB as it seems like the last door has been shut. I know from my own personal experience how frustrating this can be(bought my defect machine in January and got a new stable one the 20th of May). I hope everything works out for you.

 

Well got another contact from my rep after shooting off a very polite but extremely threatening email to corp again. The last couple times he was on the phone with me it was no we don't do new computers after the first 21 days, no exceptions. And this time he said he was going to really push for getting me a brand new replacement and would be back with me on it no later than tomorrow. So we'll see, keepin every one of my fingers and toes crossed!

 

I too hard to swallow my pride a bit to get past the last hurdle. As I posted before my rep keep saying we have the option of building you a unit thru our refurb Dept, same or better. He keep saying trust me I am sure you will be happy with the outcome. In the end it was my R2, but as Dwarf King said, I never raised my voice ( as much as I wanted too ) and kept saying I only want what is right! Just be fair what would you want? to him.

 

I didnt use the boss email. Just asked for a manager during some run around.

 

Hmm... Nice to hear that you might not need to go the long road

 

ok i got my replacement r1 today. the unit is a pos. it is all scratched up , the bezzels are not alined properly , and the keyboard is messed up. now for the best thing if all..... the unit doesnt boot. haha what a joke of a replacement. well after i got it i called the guy at corprorate that is handeling my case and he is going to order me a new r2 unit. he says that he will have the new specs for me tomm. lets see if this doesnt turn into another 2 months. just my dam luck.

 

Sorry about the R1 but darn R2 good news means new, hang in there almost across the finish line. Can you post some pictures? Wanted Dane to also but he hasnt. Like to see.

 

will try to do that when i get home today.

 

Well when I got home today I had this email waiting on me. I had asked previously when to expect the laptop and got the whole 'no replacement' speech for no apparent reason. Maybe people are quick to ask for an R2. I don't know. I just know that I've been without for a looooong time and deserve much better treatment than I have gotten.
So this is what it said.
We have backed up 35gigabytes of information off of the folders we identified as documents and also from the items on your desktop. The unit is pretty much ready to ship and is undergoing the final testing phases.
At this point I am going to work on the other items you identified on your account that need to be addressed. If you have any questions in the meantime, please do not hesitate to let me know.
Now I have asked 'what' they have done to the laptop I bought as a new machine and was told they replaced everything ... twice, gpu's 3 times. I think that means I'm getting a refurb. I have asked what I am getting back and never got a reply... I guess that means a refurb. They were going to do a data pull but why in the world would I need that if I was getting my same laptop back? Same laptop = same raid controller, so no need for data pull.
IF I get this refurb back, I need to test it completely when it arrives. Forget cosmetics, which I will scrutinize, but I need to run it through its paces since I was refused an extended warranty back in March. I have 21 days to find any issues or else. Suggestions?

DaneGRCLose thanks for telling me that my critical issues rep was not the highest escalation because I have a sinking feeling I am going to be less than satisfied with what I get back. My laptop was like new when I sent it to them, I am pretty sure it will be difficult to find a Ripley case and WUXGA screen in as a good a condition as what I had. This guy I deal with has really been helpful in the sense he's talked a good game but as far as action goes.... he's done very little. Thx for your response. I needed some hope.

 

im not sure if you have emailed [email protected] , but i sent an email to them on friday and today i got my replacement, not what i wanted but i called him back and they are going to ship me out an r2. i should have my new order number tomm. according to him i hope this is true. in the mean while i shipped the unit i recieved today back.

 

Infernia let us know when the unit ships, I wonder the wording leads one to gusses is it your old unit or a rebuilt one that is coming? I will say they are very sly on info.
Luck to you

 

Here are some pics they're horrible as my camera really sucks almost as bad as this refurb does. The ante goes up on crap wrong with this computer though: half the keyboard won't light at all, scratches on every piece of the case/computer other than the touchstrip are above the keyboard, and now it mysteriously shuts itself down and I mean doesn't do anything at all almost every hour exactly. Hope my rep returns good news. Anyway here's the pics I circled the damage and it's bad enough my mother in law saw it from about 5-8 feet away when I first opened it.

 

Ya I can say thats pretty bad I would not want it dont blame you.
You need to email them to the rep before you speak with him. hehe

 

I wonder what has changed for Alienware/Dell to start giving everyone used laptops. I don't even dare call it refurbished, because the way I understand it refurbished meant "like factory new" and exterior damage is not acceptable.

I know its apple and oranges but if you bought a new car w/warantee and it had defects, the factory wouldn't replace it with a car that has a ding/damage on the quarter panel.

I too am getting a replacement, it should be here today, its a refurbished one too and if its got ANY exterior damage I'm calling Alienware/Dell. honestly I was going to call them regardless.

If we know our rights as consumers and if we decide to accept the refurbished replacement then we have no excuses. I will not let Alienware/Dell do this to me. The way I see it. The simple fact that Alienware/Dell sent a replacement is them admitting that my machine is defective and so I WILL GET A NEW ONE because its my rights as a consumer and its the law.

Sorry, Alittle upset, just ranting.

 

I completely agree with what you are saying and for some of us Dell/Alienware is making it difficult to exercise those rights as a consumer. Yes we should be getting 'new' laptops in place of defective ones. The brick wall they put up in front of us makes the process extremely long and drawn out. I am pretty sure they draw it out on purpose. It's hard to call the BBB or a lawyer about the lemon law if you have no laptop in front of you or if you are unsure of what you are getting back.
I'm sure Dell/Alienware has been burned plenty of times by people buying a used computer with known issues simply so they can get a new R2. But punishing consumers who purchased new laptops with warranties should not happen, ever.
I see people who have spent 2k on a laptop and get a brand new R2 in its place. I spent 5k after taxes and what am I getting... I don't even know at this point. But I was told a replacement was NOT an option. How is that even close to fair? It's not and though I want to take action I have to know what they are sending me before I can complain. Aside from the fact they have replaced everything and the computer was out for 4months, they ARE sending me back something.
Keep us posted as to how your issues are resolved and the steps you took. Maybe we can all have a little justice in the end.

Just for an FYI, I looked into sending a complaint to the BBB awhile back. I never did it because I thought I'd give them the chance to fix my laptop first. However this was after months of going rounds with them about fixing it. So I still could have done it.

BBB Rating for Alienware
Based on BBB files, Alienware has a BBB Rating of B- on a scale from A+ to F.
Reasons for this rating include:
•469 complaints filed against business
Business Contact and Profile for Alienware
Name: Alienware
Phone: (800) 254-3692
Fax: (786) 388-5719
Address: 1 Dell Way MS 8210
Round Rock, TX 78682
Website: Alienware Computers - Custom-Built Gaming Desktops and Laptops
Original Business Start Date: October 1996
Local Start Date: November 2006
Principal: Leo Inirio, Support Services Manager
Customer Contact: Leo Inirio, Support Services Manager - (800) 254-3692
Incorporated: October 1996, FL
Type of Business: Computers - Dealers
BBB Accreditation: Alienware is not a BBB Accredited business.

Notice that last line. This information is all available at the BBB website. So it is nothing hush hush. Hope I don't get in trouble for this post, I didn't see anything about it in the forum rules. I'm not bashing just posting the facts... and still holding out hope they will honor their policies.