*** Official Alienware Notebook System Replacement Thread ***

This had me laughing for a few minutes. It's good to find some humor out of our pain. I've about had it with waiting, but I can't really say anything since it's a replacement that's twice as powerful.

 

It's a nice gesture (that's an understatement, this thing will be fantastic when they finally build them), it doesn't make up for them screwing up. You can't rent somebody an apartment, leave them out on the cold street for a few months, and then give them a house and make the frostbite go away (I know, ****ty analogy, but you get the point). They offered this before the 2 month debacle (possibly such a high model since they anticipated the delay), so everything since is on them. I gave them the benefit of the doubt for so long, but now I'm ready to take action.

 

Alienware has decided to take the system replacement approach, so I'm waiting to see what they are going to offer....Facebook rep said a refurb system but I haven't been given a spec sheet yet. I have had 2 sets of 780M SlIs replaced, 1 motherboard, 1 LCD, 1 bezel, 1 "other", and the LCD is still having those yellow spots/pressure marks in the corners. Can't wait to see how this is going to end. I've got my money on trying to shortchange me by trying to push an Alienware 17 R2/R3 on me.

 

Dell is still looking for a replacement....

Dear faiz23,


This email is to let you know that we are still waiting for the configuration on the exchange replacement process. We have escalated this situation and we will contact you back as soon as we get further information to provide you with. Please accept our apologies for the delay.


If you have any questions or concern reply this email or send an email to [email protected].


Thank you for your time.


I hope you have a wonderful day.


Michael_Dell

Dell | Alienware Technical Support Specialist

 

Wow, you got an email directly from Michael Dell? That's not common. I don't know if they will have a machine to replace mine either...

 

New 18 wiith 980M SLI should be the option offered. Anything less (17 R2/3) would be unacceptable rubbish no matter what GPU they use as an enticement... just won't cut it.

 

Facebook rep I should hear back today about a config. Given what I've read in this thread and my previous system exchange experiences...I'm not holding my breath.

 

ya....he laid off a bunch of reps and decided to do the job himself.

 

I was offered a new 18 with the 4910MQ and 970M SLI, but insisted on the 4940MX and 980M SLI and was approved. This is replacing my 3840QM and 680M SLI configuration, a heck of a jump. So I'm sure they'll be fair with the replacement, however I've been going through this process for 2 months now without an estimated delivery or even shipping date. So you are right, don't hold your breath, but you should be offered a decent replacement. Also, with mine it originally had only 675M SLI, I upgraded it to 680M SLI. However it had triple SSD's and blu-ray, my replacemental doesn't have as many bells and whistles. They should take care of you, it's just taking forever to come through.

 

@abdullah_mag - not sure if you had seen this thread. I responded to your question in another thread.

Out of curiosity, what is the excuse they are offering for not repairing what you have? No parts available? There is always wiggle room on a system exchange if you're willing to put up a fight to get equal or better.

As others have pointed out, you're not getting equal or better. You are being offered a disposable machine that cannot be affordably serviced, upgraded or overclocked like the machine it is intended to replace. This is not a statement about the replacement offered, just an observation of clear facts as to how significant their differences are.

You can upgrade your machine from 2012 to outperform the one you are being offered, and the replacement offered has fewer features. In addition to all of the above, it is more fragile and a nightmare to work on compared to what you have now.

If you plan to let it go down without a fight, sell the replacement machine in the unopened factory-sealed box as brand new, never-opened, at put the money toward a real high-performance machine... One with sockets, slots, much higher stock performance, fully overclockable and without any crippling firmware or TDP limitations.

http://ark.intel.com/compare/88195,88972,88969

Here's a good example of a real high-performance notebook by 2016 standards, and it's about the same size as what you are being asked to give up, with more robust feature than what you had or what you are offered.

https://biosmods.wordpress.com/2015/10/21/sky-x9/

http://www.3dmark.com/3dm11/10415872

http://valid.x86.fr/vp0t7t

http://forum.notebookreview.com/thr...oenix-has-arisen.781814/page-68#post-10128793

 

Wouldn't you know...3 days have passed and still no spec sheet for the replacement. So much for 24-48 hours

Dear [real name not shown]


This email is to let you know that we are still waiting for the configuration on the exchange replacement process. We have escalated this situation and we will contact you back as soon as we get further information to provide you with. Please accept our apologies for the delay.


If you have any questions or concern reply this email or send an email to [email protected].


Thank you for your time.


I hope you have a wonderful day.


[rep name not shown]

 

Hey...I got the exact same email 2 hours ago. Seems like everyone is getting free emails but no laptops...schweeeeet

 

If memory serves, it took about a full week before I got my first offer for my replacement. It took another week for it to be approved and process started. That was over a month ago and I still have no estimate delivery date. My order has been canceled 2 or 3 times and reordered. I'm told something different from multiple people now everyother day. Some say it is under engineering review, and should be ready in a couple of days, while another said it just started the build process, and the last said it was canceled and will be reordered. I have two different order numbers as well. One still says in production, while the other is supposed to be reordered. I don't have a clue what's going on or when I'll receive my new 18. I just hope that since they are taking their sweet time that it will be done perfectly and I have no issues.

 

I'm sure at least some of them have good intentions. As the old saying goes, "Never ascribe to malice that which is adequately explained by incompetence."

 

I predict today will come and go with no updates either.

 

I was actually told my 18 is supposed to ship this Thursday, 11/12/15, and it is next business day so I should get it Friday. We'll see.

 

Well as predicted, I've heard nothing back today. So much for "escalation"

 

That sucks. Well he said he can't assure it will be here by Friday, but said he knows it will be here soon. He also said they will send me an 18" Vindicator backpack. I already have one, but I'll take a 2nd for free.

 

Damn, I'd REALLY like to know who your rep is because mine have been entirely apathetic.

 

My rep has been okay, pretty patient with me but has given me the same lies and excuses as all the rest. They kept messing up my order info and stuff. I may have mentioned the game voucher in one order, well it wasn't included in this one, which is over a month old now. I told him I wanted it since it was included in the last order, and he said they'd have to send me an accessory instead since he's tech support, I don't know why that makes a difference but hey, free backpack instead. It hasn't been exactly a smooth ride, but I think I'm finally seeing the light at the end of the tunnel.

 

Well I emailed them today and got this response:

Hi [real name not shown]
Very sorry not yet.

Have received an update about Factory updating inventory so usually this means a day or two more, but as soon as we are ready I will let you know the update,

Regards,
[rep name not shown]


...whatever that means.

 

Yep. After receiving several similar emails from them I called them out on putting my exchange on the side while new orders were being filled. That sparked something, I'd suggest you do the same. On the other thread, http://forum.notebookreview.com/threads/new-alienware-18-config-and-order-status-thread.782454/ ,there's a few people who've ordered months after our replacement orders and have already received their new 18's. This does not sit well with me. I get trying to take care of these orders since that's money coming in, yet a customer who has already bought the product has issues, that's just as important; not something/someone to put aside for later. Anyway, I hope mine will be here in a few days and I hope you hear something good shortly as well.

 

Yes well if I don't here about a config today or tomorrow, I will push for a new unit.

 

I still don't have replacement specs and case was opened on Nov 1st. Dell wants to continue finding a refurb instead of building a new one.

 

After just a couple days, I told them I wanted a new one. I worded it well though. Which my M18X had all the bells and whistles, so I said I'd take a new 18 and just lose the bells and whistles. Shortly after they approved. Where mine had bluray, 3 SSD's and the works, that gave me the option to get the top tier base model. So yeah, I don't have my beloved blu-ray reader anymore, but I should have a machine that will run circles around the other: as far as gaming goes anyway, and that's what matters to me. I agree, both of you should have heard something by now. Even if it was the dumb, first offer. Remember what the other guys advised here and in other threads and forums, and that's to turn down the first offer. 9 times out of 10, they will offer a cheaper option. It is what it is, they did it to me too with offering me the 4910MQ and 970M SLI at first. I do think Dell is good with the warranties. I think they take care of their customers. However, with anything I guess, some fall through the cracks and all of these are taking too long. I hope you hear something positive soon.

 

Well 24-48 hours have passed and....no mention of any replacement. I sent them this email:
48 hours have passed, and I still have not heard anything about a replacement. I was confirmed for a system replacement on November 4, and a week has passed with not even the configuration of a replacement. This is really unacceptable, I've had to purchase another laptop to get me through the next week because nobody is getting back to me about a replacement. It is sad Dell lets people purchase new Alienware 18, but doesn't care about existing customers.

 

And the response:



Hello [name removed]




It has been 46 hours since our last communication, I have received an update from Factory,

Our systems have been going through maintentance and we are unable to select the configuration just yet.

I am sorry to hear you think we don't care, but I am going to tell you that you are incorrect.

We are working daily to get this resolved, but it does not depend solely on me or my team, there's different groups involved and sometimes there are drawbacks, this process update was intended to go smoothly but well it did not entirely, so we are still working on some things so we can go to normal operation once again,

You are not the only customer affected and we check EVERY case every day, it's time consuming and sometimes I can only wait, Am sorry about it, but I assure you as soon as I can get this moved forward, I will contact you,



Regards,
[rep name removed]

I don't even know where to proceed from here. They are probably lying, but of course, I have no way to prove it. All I get are missed deadlines that THEY themselves set.

 

Honestly they seem almost as frustrated as we are lol (assuming they're being genuine). what a mess.

 

Well I was supposed to be notified that my laptop was shipped today and as I figured, I was not. I've sent 2 emails with no response from my rep. Who would've seen this coming...

 

Scratch that! Just received a text from Dell with the tracking number. It will be here tomorrow like my rep said. He still hasn't gotten back with me, but it's ok.

 

Congrats

 

Yeah well...nothing today for me, typical. Going into Week 2 with pretty much no info or ETA on even just a configuration, never mind shipping out a replacement.

 

I suspect the individual is likely 100% genuine and as frustrated as much as the customers that he is paid to serve. If it is a lie, it was nicely crafted, but I have no doubt he is telling the truth.

This is what happens with a big corporation that is mired in process and red tape, and silo-ed responsibilities. Small companies lack resources and finances, big companies are shackled by "efficiency" that becomes burdensome and gets in the way of effectiveness. Both the little guys and the big guys usually have the best intentions and struggle with execution.

 

Well my 18 arrived and so far so good. Still downloading games but Borderlands 2 is optimized with Nvidia Experience at 4K DSR, interesting. I'm really sorry some of you haven't heard anything yet. I hope y'all hear something really soon.

 

At least one of us got a happy ending. Enjoy mate

 

You have confirmed that it is the 4th tier model? I have not heard of those arriving yet and have been told by Dell that none have been built/shipped which is why I have not received my machine yet. If you don't mind me mentioning I have confirmation a 4th tier replacement has arrived with a customer, that would really back them into a corner. Of course I wouldn't link here or give a name or anything. When was your last order date? My original was 9/22, but it got cancelled twice and my most recent is 10/30.

 

Yes, mine is a 4th Tier configuration. It is the exact model listed.

 

Awesome! It's good to know that these systems exist and they actually intend to follow through with providing them as replacements. If you don't mind me asking, what was your order date?

 

I had two order dates, 10/8/15, which was cancelled and 10/9/15 which was the order that came through.

 

Well it's been 5 days since last correspondence, and still have heard nothing back. Absolutely incredible. They would rather me wait god know how long for a refurb to show up rather an just ship me a new machine. A+ service Dell, keep it up! Maybe I'll file a BBB complaint soon enough if this continues.

EDIT

Got a response:
Yes and no,



The last update was that today we complete the software maintenance and we should finally start seeing orders, but since the completion is today, I would expect the order tomorrow or the day after... Very sorry I was hoping for better news and of course you too, but as I said we are checking these almost every day... When I get the order I'll surely let you know,



Regards,


I heard this same BS last Thursday. There is no way a a computer system has been under maintenance for 2 weeks, that is beyond ridiculous. Maybe if you were refurbishing a nuclear sub I'd believe it, but not for a computer ordering system. How asinine!

 

Same software maintenance message but they are telling me ETA is 2 Weeks for Specs. That means 1 month just to get specs.

 

Same runaround I got. This is just fantastic. I seriously want to just call and tell them GTFO. I seriously believe they are desperately looking for replacement computers, and since they don't have any refurbs, they are waiting either for refurbs to pile or waiting the absolute MAXIMUM amount of time before issuing a new computer. Really I think that is what is going on, but nobody can say for sure. Typical Dell BS. I want compensation for this. I went and had my parents mail me my Thinkpad since my Alienware 18 is out of commission.

 

Received my replacement order (tier-4 18) a couple days back. I'm not clear on the exact order date (as there were so many of them), but I believe it was around the middle of last month. Hopefully this gives some confidence to those who've yet to find resolution. I sent my m18x r1 for repair in late July; if they kept their promise to me, I'm fairly certain those of you without systems will get them eventually. Keep the faith, I know more than most how tough this has been. Good luck guys.

 

Good to hear! It took me about a month to get an acceptable offer and an order in. But that was from late August to September 22nd. Since then I haven't seen my system ... it doesn't even seem like there is anyone at Dell who is willing to look into this or can explain to me what is going on....

 

Yah good luck mate. I don't even have a config offer yet and I'm in my 3rd week since the exchange was authorized. I don't know what their deal is, but it is almost enough to warrant a BBB complaint. I don't know how somebody would deal with this if they didn't have a backup computer.

 

Still nothing

 

Yup, same thing here.

 

They just cancelled my order for the 3rd time. This is now my 4th order. This has gone far beyond the realm of even believable at this point. I'm going to take my sweet sweet time before returning my old machine because apparently time isn't very important to this company.

 

Somehow missed your post in all my frustration. It took me over a week to get the first offer, but that is ridiculous. I'm lucky in the fact that they chose to replace my machine because prior repairs had caused a chain of issues (a repairman to fix the original issue broke something else someone fixed that, but broke something else, and so on) and eventually I told them I didn't want to risk further damage at the point where I just have a broken blue ray drive, a scratched up chassis, and a screen with significant bleed. None of these issues affect my ability to do school work on the machine significantly, so I didn't want to risk continuing this chain that deemed to go nowhere. At this point, they'd basically be sending me a new machine piece by piece anyway. So yes, I have a usable machine, but I still feel super screwed over

 

Well no update today either. Screw you Alienware, seriously. Just screw you, and your maintenance, and whatever BS reasoning you come up with. Not a penny of my money will you ever receive again.