Do not buy alienware from 3rd party retailer.

If anyone wants to get Dell's 21days exchange service.. recently bought a m17x r4 with 7970m through xoticpc. it was about $200 cheaper compare to buying from Dell so i made a purchase from them.

after owning it for 19days i decided to exchange it for another unit because i was having constant black screen issue with games. so i called up Dell for an exchange and they told me that can't be honored because their website shows ship date is way past over 21days.. it is actually 45days!! that is the date when Dell shipped the laptop to xoticpc.

so i emailed xoticpc regarding this matter.. no response. i also PMed alienware rep who dwells this board and basically told that unfortunately the DELL's warranty varies with the retail versions, if you had gotten the computer on the phone or website it would have been with us. Any other way needs to follow the retailer rules.

I can probably get a tech to come out to fix my problem but it's sucks to be knowing that i bought a 3weeks old system that is not eligible for full warranty benefit and it looks like this is how 3rd party retailers are selling it cheaper than Dell.

 

Of course you have to exchange it through Xotic.

Once it leaves Dell to go to a custom retailer they have no idea what has been done to the machine. Not to mention you waited 19 days.

 

I didn't wait 19days.. it arrived after 5days from i placed an order which was super fast and no customization was added since i wanted a base alienware.

of course i can always exchange it through xoticpc.. what i'm trying to say is if people wants to get Dell's exclusive 21days no questions asked exchange/return service which also contains recieve a replacement first then send in faulty one.. do not buy from retailers other than Dell.

 

XoticPC also has a no questions asked exchange and return service, last I checked.

 

Yes xoticpc has that policy but i have to send in the laptop first with shipping fees out of my pocket and also it has to be returned within 15days of their shipment date so i only get to test this machine for 2-3days. i'm not trying to blame this situation on xoticpc.. they did fantastic job delivering this laptop to me but they should have mentioned that i will be out of full warranty potentials before i bought it.

 

While on the topic of 3rd party retailers for Alienware laptops, I was a little curious of how the advanced warranty would work if I had someone like Xoticpc add upgrades, like an SSD drive. They wouldn't technically be Alienwares drives so were they to fail would I still be able to use the in home service of the advanced warranty with Alienware taking care of the problem?

 

I've said this several times and will repeat it: buy directly from Dell if you want an Alienware, it's not worth the hassle to buy from a third party because you run into problems like this.

Sent from my GT-N7000

 

I was intending to buy from XoticPC myself, because they offered a 128GB mSATA SSD and color calibration options, but cancelled because of inavailability of warranty and Nebula Red within the specified time frame.

XoticPC does offer many more options, but according to my chat with Derek (nice guy), the system's warranty is handled and honored by Dell/Alienware in the consumer's country. If a component fails or chassis-related hardware fails, Dell or Alienware can repair it. If the component that fails is one from XoticPC, then Alienware/Dell will inspect it and determine if it has to be returned to Xotic for the repair.

 

@salanos

Thanks for the info. Now I just need the 680m inventory to replinish and I'm all set.

 

Why customize hardware through the retailer? I can understand not wanting to wait, but ordering those extra parts separately saves a healthy chunk.

 

XoticPC prides itself on offering well-priced upgrades. As for how well priced, I can't really say. And of course, a retailer adds an additional layer of customer service and support. They may have more customization options, etc.

But just for everyone's information, it seems that XoticPC will require delays (in the realm of a whole month) if you want the M14x in Nebula Red.
Other options that Derek explained would require a delay (as they must acquire them from Dell) are the plate laser etching and any warranty options.

 

wow Dell's customer service really does blow!! i've been trying to reach the tech support since yesterday and no luck!! been put on hold for more than 20times, hung up on me 7times, provided me with disconnected phone number, and NO ENGLISH SKILLS! i just want to play the damn games.. what the Hell Dell.. is it really that much to ask for?

 

Find a rep and email him/her. I have 2 reps I can contact anytime throughout the week and they have been both pretty good so far. I don't want to sound gender-discriminating but in my experience, a female rep goes an extra step or two to assist you.

 

When you buy from a reseller, you are basically going with their service instead of dell, so choose wisely!

 

That goes without saying, i don't think anyone other than yourself had the deluded impression that Dell would offer you a service reserved strictly for Dell customers.

Did you give any money to Dell? No, didn't think so. XoticPC bought from Dell, you bought from XoticPC. So Dell has absolutely ZERO obligations to you. As for you "not getting full warranty", that 21 day return policy has absolutely NOTHING to do with their warranty. It is a completely separate service provided by Dell without any obligations to do so.

 

Are you calling dell or alienware? From personal experience the alienware call center, (based in Costa Rica I believe) has some slightly better reps than just general dell tech support. I would try calling them and you should have better luck.

Sent from my Samsung Galaxy S2 running Resurrection Remix