How to return the M17x and get a refund/new system?

To make a long story short, I've had about a zillion hardware problems (a lot to do with the secondary graphics card and the fan with it) with my M17x, up to the point where I'm about to completely give up and either just get my money back, or get a replacement computer. My question is, does anyone who has gone through this process have any good tips for me on what to do? What number should I call? And how do I make sure I don't just get a technician trying to "fix" it? I'm under the complete care 3-year warranty, if that means anything (I ordered my system last July). Thanks for the help!

And if anyone DOES know how to fix the problem where the secondary graphics card fan is running full blast (Dell sure doesn't!), please, share

 

http://forum.notebookreview.com/showthread.php?p=5713924

Also, you cant 'make sure' they dont attempt to fix it by replacing a part. This is part of the warranty process. You have to let them try. You can discuss it with support when you contact them back.

Complete Care covers accidental damage only (spills, drops, etc.). That's all its for. See the terms of the coverage which were included with your system or on the dell.com site. Its different from regular warranty coverage which handles defective parts, tech screw ups, etc.

 

one of the Key things as well is document everything.

 

They've tried fixing it by sending me two dead secondary fans in a row, and this latest one is stuck on full blast (as in, even when the discrete cards are DISABLED). And will complete care replace my system if something like that happens?

 

You're way outside the return period, so you're not going to get a refund. Dell is required to replace the unit only if they've unsuccessfully tried to fix the issue 3 times. On the 4th time, you can request a replacement.

 

The base warranty will cover it,

CC is for things like a broken LCD screen, Spilt drinks etc on the laptop.

But I have found having CC on the laptop helps with warranty issues as there is no need to determine if the unit is covered. it always covered with CC.

 

That would be this time, then. Good to know. I'd be fine with another M17x, I suppose, it's just these problems are killing me

 

As I already indicated, Complete Care is for accidents. The regular warranty covers the issue with the stuck fan.

Typically, if Dell is not able to correct an issue with 3-4 attempts, they are more willing to accept a request for replacement or refund. Discuss this with either Technical Support or Escalations.

 

I documented all 7 tech calls and 2 tech visits over a 2 week period and I was able to return my 260sli to a refresh 4870 crossfire. However I had to take some downgrades (I was only able to get the i5 chip and less ram) to make the laptop come to the same price as I originally paid.

Overall the new laptop was $89 more and should be here sometime this year (since it seems none have shipped yet) lol

 

Good to know! I've had my two tech visits already too

My config was about 3,000$ when I got it, hopefully if I get a replacement it'll be decent.

 

I thought they have to replace your defective laptop with the same laptop performance wise, not cost wise, no?

 

i was under that assumption too

 

You are correct. However since they only do exchanges "like for like" meaning they can only replace what I had I fell into an exception. I had owned the laptop for a little over a week and they could not replace it because the V1 was no longer available.
I had to broker this deal to get an exchange or I would have to go down the return/rebuy method and I did not want to go through that drama.

I didnt mind taking the low end CPU as its a cheap upgrade and it I guess I will see how the dual 4870 compares to the dual 260's.

All it took was talking to a sales manager and explaining my Preferred account status and my large purchase history. It didnt happen all at once it was about 4 hours on the phone and 12 transfers.

 

Wow! That's a great replacement but you are getting the RBG LED right? Don't forget about that option

 

Unfortunetly I was unable to get that option, win some you lose some

 

its ok kavy - remember, as long as you are happy with your notebook then all will be fine. congrats on resolving the issues you were having.

 

I wonder if you would have talked to the manager if it would have changed it to an available option

 

You might get some goodwill for your troubles in the form of a compenent upgrade if you are nice about it.

 

Dont get me wrong i did mention it but since i was going to 4870's over the 260's and my original config came with some low end options (already own SSD so didnt waste my money there) the baseline price/config was higher then my own config and I was already recieving a few options that were considered "upgrades" over my previous config.

So I didnt get exactly what I wanted but hopefully I don't have to put up locking up all the time and not being able to listen to a mp3 without constant skipping.

 

can you please tell me which country your in? thought r1 was still avaialble

 

In Canada, and no the R1 is no longer available here.

 

Im in the Uk and the r1 is no longer available,

However alienware tech say im going to get an r1 as a brand new replacement thats being ordered for me.

although nothing is certain as they wont confirm anything!

 

Wedding, keep in mind, it is standard practice for Dell to send a refurbished system as a replacement/exchange unless a newly built system is agreed upon before the replacement is ordered. I am sure they have decent inventory of returned systems, they aren't going to just let them sit there and collect dust.

When a replacement is discussed, always get the 'your replacement system is going to be a new order and built at the factory' in writing.

Just my 2 cents and I have been down this road before with Dell.

 

I have the agreement in writting that its a New System

Dear Mr. #######,

I’m confirming that the replacement system will be new and not a refurbished system.


Kind Regards

Team leader Alienware

 

Nice job - its always 'good insurance'.

 

I can not get the replacement systems spec out of them for love or money!

Have email to offer me the 4870 cross fire which i accepted but no email with the new orders details.

with Dell they send you the specifications you check for errors and aprove and then they place the order.

Alienware are telling me they pass the information to the swap department and i will receive an automated email when the order is generated.

This seems ilogical as you can not correct mistakes.

the wait is killing me im very happy about the ati upgrade but very curious to see which revision of m17x it will be

 

That is frustrating not knowing the replacement system specs. If it isn't an i7 based system, then just sell it when you receive it (don't open it). You'll be able to get enough money on ebay to get a proper i7 based one.

 

I'm considering that, the min specifications would be

M17x qx9300, 4gb 1333mhz, 4870 dual crossfire, blueray burner, wuxga 1920x1200 lcd. Win7 Ultimate 64 5 years warrenty!

what do you think it would be worth UK