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

And here I thought I was the only one...

Current Laptop: AW15 R1; 16GB RAM, GTX980M 4GB, UHD Panel, 256GB + 1TB. Ordered FEB2015 have had several problem since the beginning of August when I had a Critical Battery Failure, after that problem started a arise from keyboard not lighting in sectors 2 & 3 on boot, problems with the monitor, intermittent missing hard drive among others. I was finally offered a full refund after waiting for an endless system exchange.. Although I would have love to just get it replaced and was offered a brand new AW17 with inferior specs or a AW15 R2 with also inferior specs..so much for similar specs or better. I tried to work on getting a better system but they refused.

I simply created another account and ordered the new AW15 R2; 16GB RAM, GTX980M 8GB, UHD Panel, 256GB + 1TB. Placed ordered today and will actually be making a profit and will grab a new tablet, X360 controller and a Vindicator Backpack. Total came to $200 less then what I had previously invested. plus I will get a full 1 year Premium warranty and a 10% rewards credit.


Even though I came out Winning in the end.. This has been a really depressing day. I loved my machine and was destroyed due to a careless on the second dispatch by a Dell Technician.


I had to buy a MacBook Pro 15 Retina at the end of October due to the constant issues, now I'm stuck with a child's toy till the new AW arrives. Good thing I bought that for "my wife".

 

Many times they wont present you an offer, also the exchange link they send through email is garbage.. what you should do is login into dell.com.. once your logged in just click on Order Status under your profile. You should see that your replacement is in production and the configuration for it. If you don't agree with the specs make sure to let them know, and I promise you they won't help you... good luck

 

So today's email:
Dear [name removed]

Working with It to fix an error we have when we try to request your replacement,

am doing all I can, but don't think we'll have it ready for today, believe me, I will send you the good news as soon as I have it.

Even if I get it fixed now however, it wont be there by Thanks Giving dear,

first we have to either find a match or build it, so at least another 2 or 3 days, plus the Holiday there wont be any deliveries,

Am very sorry,



Regards,
[rep name removed]

FFS. English is my 4th language (non-native) and I can speak it better than this rep.

 

Hello guys, i have a 18xr2 that i bought 3 years ago, the specs are as follow:
7970m cf
i7 3840qm
16g ram
1t hdd

and now the computer is down for more than 1 month, and dell cant fix it. I asked for a system exchange, and they approved it. They are now working to see what specs should they offer me. So, could you tell me what specs i deserve for my replacement? i still have more than 1 year warranty, and i am in Canada.

 

Dell just replied me that they will find a refurbished computer. What is that mean? So are they going to look at the warehouse and find a dusty 18xr2 in some corner and sent it to me? I really want to get a reliable computer, not a old faulty computer anymore

 

This could mean a could of things:

1-someone bought and returned the unit for some reason (now it will be your problem)., or

2-someone ordered the unit and cancelled it after it was built but before it shipped, or

3-someone refused to accept unit and it was returned to Dell and said person got refund (highly unlikely).


If Dell is going to replace your pc the replacement should be equal in function as the one it's replacing. Example, if your pc is SLI/CF than replacement should be also. Also remember if you added anything to your pc like memory, hard drive etc remove it before sending it back. Dell won't return it to you.

 

Thank you for your reply, so dell will send me a new model of 18 that is no less than gtx980m, am i right? i am not good at pc specs, what specs do you think i should ask Dell to give me?

 

Highly doubt you will get new AW18, with 900 GPU series card. Dell is having major problems filling whatever orders they have for the new AW18. Secondly, anyone like you, that has a problem with their AW18 are having an absolute nightmare trying to get parts. These machines are just not in stock, available and parts seem to be almost nonexistent. The so called new AW18, was probably Dell trying to get rid of old stock, by throwing in the 900 cards. I think I read somewhere on this forum where a person in your boat was offered a new AW17 model, with that external GPU device.

Since the situation with the AW18, is so bleak I can only surmise that the older model 18 is even worse. I've only seen those on places like eBay and maybe Amazon. I can only guess what Dell will do to you. But if offered I'd take the new AW17, and be done with them. If you stick to your convictions it can be a long, long nightmare for you. Yes, the AW17 would be a step down but it would free you from Dell's nightmare customer service.

 

You mean dell might offer me the amplifier? If that is true, that would be great, i pretty like the new alienware 17, and with amplifier would make it even better.

 

That new machine is junk. Don't even let them suggest it. CPU and GPU are both crippled and permanently soldered to the motherboard. Even with an eGPU with a 980 inside it won't perform as well as an M18xR2 with 780M SLI. If they cannot provide you with an equivalent performance system with dual GPU, ask for a refund rather than a downgrade, and don't let them convince you otherwise. But, if you want a downgrade to a junky BGA machine that is more fragile, harder to work on, more expensive to service, not built as well, doesn't run as well, and with fewer features, then go right ahead.

Be advised I already know of one person with an Alienware 18 that was promised a 17 R2 with eGPU. After he accepted, they shipped his machine without the eGPU and "changed their mind" after the fact. To my knowledge he never received what was promised. Be careful. DO NOT send them your old machine until they deliver 100% on their promises, or you will have no leverage or ability to hold them accountable for keeping their promises. Today's Alienware has new business practices and I understand they are using Dell people to try to do the right thing by Alienware owners, so it is not the old Alienware (from 12 to 16 months ago and earlier) that we all used to love and respect. A lot of the people we used to rely on are gone now, too.

In case you didn't see it, there is a thread for this kind of discussion. Once you find out what the outcome will be you can cast a vote on your satisfaction. I will merge it for you. Have a nice weekend.

 

Thank you for your reply Mr moderator! I will try to ask for a refund if they don't offer me a 18. But it seem unlikely to get a refund since i have used this computer for more than 3 years...

 

How long you have used it is not a problem. It's under warranty and they owe you equal or better, not whatever lesser product they might have available. Harp on that obligation, making it a sticking point on closing your case, and don't give up easily. Let them know that you view their new products as inferior and they do not interest you. You deserve better than a BGA turdbook as a replacement for a 3 year old beast capable of giving the new one a lobotomy with one arm tied behind its back.

 

It's been one month and they can't even give me specs for the replacement laptop. I am tempted to open a BBB ticket and see if that gets me anywhere. If they try to replace it with some old frankenstein alienware...i will go ape shiet on them after waiting 1 month+

 

That is sad. What is your region? I guess some region have better service while some are ridiculous.

For Canada, alienware told me that they cant give me a refurbished machine due to the law, so they won't waste time finding a old machine in warehouse. All they need to do is to make me confirm the specs and then ship it.

 

Well I'm still waiting on Unisys tech to come round and replace my new M18X R2 metal cache which the last tech scratched when replacing the cache before that was damaged by previous tech I cannot make this up lol. The last tech even pulled off the alien head on the center console cover because after transferring all the components from old cache to new cache the old center console cover didn't fit properly and the power button didn't sit flush to turn on via alien head. OMG so I get a reply from my rep and he said this

" Hello,

About your repair.

As we were talking about to sending parts first, and after that we will send technician to replace them.
Unfortunately we can't do it this way, but if you want to be sure with parts availability, you can raise your service request at least 5 days ahead.
I will now close your case and we will open a new one for you after Christmas.
Thank you very much.

Kind regards,

Alienware Rep
Client Technical Support Sr. Associate
Dell | Alienware Technical Support "

 

This is the damage that was caused by the last tech who used a pen knife to try and fit the sisterboard to the new cache. And the broken off alien head but least I can turn on and off the laptop.

 

I am in USA. I have a feeling they are building refurb frankensteins for us. Using random parts to match or beat our specs.

 

I am sure you would like a system exchange rather than getting your current one fixed. So just hope you have dump onsite agents all the time so they will fail to fix your machine, then you can call for a replacement. They will have to provide a new machine that almost double your current specs.

 

You had a better onsite agent than i had lmao.. The onsite agent who came to place don't know how to to install the HDD, actually, the HDD was disconnect with the motherboard, and therefore he couldn't read the info in BIOS, so he thought the HDD was broken and reported for a HDD exchange.

 

I wish lol I've had three of the onsite tech's who have damaged my poor laptop. The last tech they sent was a noob. I've told Dell that if this next tech causes any damage then no more tech's. I don't want them to fix one thing and damage another. At the moment its just cosmetic aka the alien head cover and metal cache, the hardware for now is fine but I don't want any damage to that. I'm sorry that your going through so much and that your tech was so incompetent that they didn't even know how to take apart your laptop. One onsite tech has been suspended due to his attitude and damage.

 

I'm in the UK and so far the tech's have caused the damage just from replacing the macro keys.

 

Meanwhile I'm still here waiting for a config.

 

How long have you been waiting? Mine are 4 days and they said it is still on "progress". What kind of progress would take 4 business days to figure out some configuration? lol

 

Dude, I've been waiting since November 4. I can't even count the number of times they said "Yeah give us another 2-3 days"

 

Wat? that is crazy. You should keep pushing them or maybe ask for a refund

 

That's exactly what I've been doing as of recent.

 

Still waiting and almost ready to open a BBB case. Not sure what is worse..dealing with executive

 

After getting on the phone and chat and ripping them apart. I finally got specs for a replacement

Dear Faiz23,


Here you will find the suggested configuration for the replacement unit:



Alienware 18

Intel® Core™ i7-4940MX processor, 4-cores, 8MB Cache, Overclocked up to 4.4GHz w/ Intel TurboBoost

16GB Dual Channel DDR3L at 1600MHz

512GB mSATA SSD Boot + 1TB 7200RPM SATA 6Gb/s

Slot-Loading Dual Layer DVD Burner (DVDR/RW)

Dual NVIDIA® GeForce® GTX™ 980M with 8GB GDDR5 each (NVIDIA SLI® Enabled)

18.4" WLED FHD (1920 X 1080) TrueLife Display

8-cell Lithium Ion (86 wHr)

Windows® 8.1 Pro, 64Bit, English

802.11ac Dual Band 2x2 AC WiFi + Bluetooth 4.0

Silver-Anodized Aluminum

Please review it. If you agree with the configuration please reply with your approval within 24 hours in order to continue with the process.


Thank you for your time, we will be waiting for your reply.


I hope you have a wonderful day.


Michael_Dell

Dell | Alienware Technical Support Specialist

 

Wow， that is top tier! Congrats！ What is your old specs?

 

Haha, August 20th here man. Got my config September 22nd and still haven't recieved my replacement. These guys are a joke.

 

I asked to have my order expedited and the supervisor said as soon as it goes into production he will call to have it expedited. Highly doubt that means anything and doubt he will even try.

Specs are in my sig. I originally had a bad ass m18x r2 with i7 3840qm, dual samsung ssd, dual 680m, 16gb ram, dvd burner, killer wifi, 4 yr premium warranty. They replaced it with the laptop in my sig within the 30 days since the laptop I ordered was not functioning correctly. I really miss the original laptop I bought the m18x r2 from the outlet. The Alienware 18 was never good to begin with and they gave me a frankenstein alienware 18 that originally had 765m. They swapped them out to 780m but left the 765m heatsinks. This caused overheating/throttling issues and took one year and 4 service calls to get the right parts. In the process they damaged the computer, wasted my time with multiple service calls and downtime. It took 30 days to get specs and looks like they made up for all the hassle by offering the top tier specs. I am thankful for the gesture but not the wait time or run around. Glad I chose to pay the extra money for 4 yr warranty. Paid off and I still have 2 years left on the warranty. WOOT WOOT!!!!

Y5G3F 1 Base,Notebook,Configure To Order,M18XR2
VP83H 1 Module,Assembly,Base,Alienware,M18XR2
995JJ 1 Module,Adapter,Delta - Ac Adapt,330W,3P,World Wide,Alienware
F928P 1 Module,Cord,Power,15A,3M,C13,United States
JY579 1 Module,Information,Software, Alienware,ALIENFX,Blue
TG4MT 1 Module,Software,W7HP64SP1,English,Dao/Bcc
V627F 1 Module,Processor,IVB,I7-3840QM,2.8,AMLK
FYMGW 1 Module,Dual In-Line Memory Module,16GB,4X4G,1600MHZ,Double Data Rate
D6GG7 1 MOD,SSDR,256G,S3,#1,7MM,PM830
8DCX6 1 MOD,SSDR,256G,S3,#2,7MM,PM830
K68JV 1 Module,Dvd+/-Rw,Hitachi Lg Data Storage,BARE,Alienware
96FCH 1 Module,Card,Graphics,GTX680M,DUAL
H9XM4 1 Module,Card (Circuit),Network,KILLER,Alienware,World Wide
Y9YJD 1 Module,Documentation,AW SERI/WSI,DAO/BCC
8CT07 1 Module,Shipping Material,System,ANW NB,M18X
W3HMK 1 Module,Label,Microsoft,Notebook,Windows7
V9KPP 1 Module,Label,Intel,No Bios,CI72
21VR0 1 Module,Information,Artwork,NAME-PLT,Custom,M18X
2FDNJ 1 Module,Information,Audio,M18X
RW2FT 1 Service Install Module,Software,KILLER,Wireless Fidelity,A/V MLK
W753G 1 Module,Information,Direct Ship,Compal,TSINGMA
1CVJ3 1 Service Install Module,Software,380,Boot,Alienware
M3T3T 1 Module,Software,W7HP64SP1,Digital Video Disk Drive,MUL17,Alienware
GV0CP 1 Module,Software,WINDOWS-LIVE,WAVE4,Consumer
6JY27 1 Module,Software,Soft Contracts,Qualxserve,Alienware
P6XPR 1 Module,Software,CRRS,Multiple User Interface
YG2GN 1 Module,Software,Alienware,COMMANDCNTR,M18XR2
XM544 1 Module,Software,PC-RESTORE Transactional Line Of Business
M239M 1 Module,Software,LTG DELL-DOWNLOAD-FLAG
4WYVT 1 Module,Software,Quick Fix Engineering,WIN7SP1,No Bios
Y4M1H 1 Module,Software,BROWSER-SEARCH,Artwork
NVN98 1 Module,Software,Soft Contracts,Consumer,CARE,Alienware
R8GHP 1 Service Install Module,Software,Alienware,M18XR2
38TR2 1 Module,Liquid Crystal Display,18.4FHD,White Light Emitted Diode,M18XR2
2J4FR 1 Module,Software,Certificate Of Authenticity,W7HP64,Alienware
DV88G 1 Module,Cover,HUG-UP,Black,M18XR2
3XT2R 1 Module,Card,Network,DW380,CSMB,World Wide
49N4V 1 Module,Information,Cam,Integrated,Manufactured In China,Asset Recovery Business
M3GVR 1 Module,Software,OFC-2013,Multiple User Interface,Factory Install
PJGG2 1 Module,Battery,Primary,97WHR,12C,SIMPLO
G71MJ 1 Module,Keyboard,Alienware,101,ENG-US,AV MLK
F52YT 1 Module,Keyboard,Alienware,6,ADDL,WW,AVGR
421-1723 1 Soft Contracts Dell In-Home Hardware Agreement for Alienware
929-0223 1 Premium Phone Support, 3 Year Extended
950-7447 1 4 Year Limited Warranty
954-1690 1 Premium Phone Support, Initial Year
995-6083 1 Dell Hardware Warranty Plus On-Site Service, Initial Year
995-6093 1 Dell Hardware Warranty Plus On-Site Service, Extended Year(s)
995-6103 1 In-Home Service after Remote Diagnosis, Parts and Labor On-Site Response, Initial Year
995-6153 1 In-Home Service after Remote Diagnosis, Parts and Labor On-Site Response, 3 Year Extended
3E476 1 Information,Equipment
11725 1 Warranty Longer of 90 Days or Remainder of System Warranty/ Svc Contract. 21 Day Return. Parts may be Reconditioned.
375-6061 1 Thank you, Dell Outlet

 

I dont think i have the patience to wait for 30 days for specs and god know how many days to wait for the production. Dell is taking time like ****, and their promises are ******** too. I would never buy or recommend a alienware anymore, and it would be a great loss for Dell cause many of my friends have alienwares.

 

@RustySocket - If you haven't already, please vote in this thread. Glad this is finally behind you.

 

Good Day Junan,



thanks for the feedback and the reply.

First we want to apologize for this delay, we have had some changes internally in some processes and things have been reassigned, this along with a server update thathappened at the same time, delayed the orders, we have not lied to customers, but if they don't believe us, well We can't really force anyone to.

This changes occurred during the month of November and we are just now finaly updating all the requests that were stuck in the process. Due to this Bulk of requests stuck, we have a Back Log, meaning orders older than your that need to be processe dand thus have priority. We understand this is not your fault nor your problem, but we are humans and are doing our best to wrok on everyone's cases,

We have escalated your request along with the rest and should be processed shortly, however please be aware, your computer is 3 years old, Junan, it is out of the refund period

Regards,

They said it is a server update of their system...And they also said will escalate my case.. Looks like they escalated everyone's cases, so it will be the same. lol

 

Looks like my ordeal will be (hopefully) coming to a close. They will replace the Alienware 18 in my sig with:
Alienware 18
Intel® Core™ i7-4940MX processor, 4-cores, 8MB Cache, Overclocked up to 4.4GHz w/ Intel TurboBoost
16GB Dual Channel DDR3L at 1600MHz
512GB mSATA SSD Boot + 1TB 7200RPM SATA 6Gb/s
Slot-Loading Dual Layer DVD Burner (DVDR/RW)
Dual NVIDIA® GeForce® GTX™ 980M with 8GB GDDR5 each (NVIDIA SLI® Enabled)
18.4" WLED FHD (1920 X 1080) TrueLife Display
8-cell Lithium Ion (86 wHr)
Windows® 8.1 Pro, 64Bit, English (lol no, this is going straight to Win7)
802.11ac Dual Band 2x2 AC WiFi + Bluetooth 4.0


I asked them to throw in a backpack for my lengthy wait, we will see what they say. I wonder if this is a new computer or a refurb.

 

I asked them to extend my warranty since I was without a computer for 2 months. If they will not do that I might have to settle for a mouse, headset or backpack. I am pushing for extension but we shall see.....

Also most people voted for "Yes: pleased with the outcome, but resolution took too long and required a lot of effort on my part." and I so did I. I will see how long it takes to deliver the laptop but I am expecting 1 month on that.

 

$1637.99 for barebone Alienware 18 base. $500 for 512Gb mSata SSD and 1 TB, $170 for Windows 8.1 Pro, $1000 for the CPU i7-4940MX, $150 for 16gb RAM, and $850 for dual cards. No tax and Free shipping comes out to $4310.99 with a free game and $3 recovery disk. They have the wrong address and I even verified it with the supervisor. JEEEEZ. I called in and they tried to update the address but it was "greyed out". They put a request in to update but might have to cancel and go through the whole replacement specs process again. JEEZ DELL...killing me smalls.

 

Why they have all the price listed? What is the point of doing so?

 

They have always listed it like that probably to bill the warranty cost center that is associated with extended warranties.

 

They replacement has to be exact same specs that listed on their website right? So if my old specs has a 64GB ssd, then they will have to give me a 512g ssd because they don't have a base model that have 64gb ssd, aren't they?

 

They have to give you some sort of SSD and the only available option is 512gb. They can take a lower build like the 4910MQ since it is better than the 4800mq. They could offer you a Dual GTX 970m instead of 980m for folks who have 780m. I would hope they are lazy and just go with top tier specs instead of adding hardware to a lower model build. I am worried if they can't update specs the new replacement might come with 4910mq instead of 4940MX

 

That is what i am wondering. I saw everyone have exact tier specs that is on alienware's website, i never saw anyone who got a 980msli with 4710mq, so i think dell are not allowed to add specs to a lower built model. But, i have to say i am just becoming too greedy lol, i have a 7970mcf now, and whether 970msli or 980msli are a hugh boost for me.

 

They said no dice on the backpack.....I wonder if there would be anybody that would trade for a P870DM, that would be fantastic. I'm done with Alienware.

 

If you can find someone dumb enough to do that, let me know if they have a brother or cousin that is equally dumb.

 

I did not ask for a backpack but instead asked for a bluray drive since the new model does not come with one. I also mentioned they can give me an external bluray or backpack. The rep has to cancel my original order and reorder since the address was incorrect but specs will remain the same. This will delay the replacement laptop a day or two. That does not bother me since I will be out of town for Christmas.He will try to send an external bluray once I have received the system and if that is not available then he will send a backpack. Either way Dell has taken a 180 and has been very accommodating.

 

Okay, today dell offer me a specs:
New alienware18
with 4910mq
gtx970m(Yes, single 970m)
no ssd

My old specs are:
3840qm
7970 mcf
64gssd


I think the offer is a ******** right? The graphic card is a downgrade.

 

I'm pretty sure they Fvcked the delivery address because my name is certainly not "Catherine".....Anyway specs on the supposed machine:
Items in this order
Quantity Item Number Description
1 210-ACKD Alienware 18 Base
1 370-AANP 32GB Dual Channel DDR3L 1600MHz
1 580-ABEK English Keyboard
1 490-BCWR Dual NVIDIA(R) GeForce(R) GTX(TM) 980M with 8GB GDDR5 each (NAIDIA GeForce SLI(R) Enabled)
1 555-BCCI Intel 802.11n/ac Wireless and Bluetooth 4.0 driver
1 400-AJZE 512GB + 1 TB 7200 rpm 9.5mm
1 619-ADTC Windows 8.1 Pro 64-bit English
1 429-AANL Slot-Loading Dual Layer DVD Burner (9.5mm)
1 555-BBPU Intel(R) Dual Band Wireless-AC 7260 @ 5GHz + Bluetooth 4.0
1 470-AAKG US 125V Power Cord
1 340-ABEU Documentation, English
1 338-BETR Intel Core i7-4940MX processor (Quad Core, 8MB Cache, Overclocked up to 4.4GHz w/ Turbo Boost)
1 391-BBDS 18.4 inch (467.36mm) WLED FHD (1920 X 1080) TrueLife Display
1 451-BBCB 8-cell Lithium Ion (86 wHr) Battery
1 620-AASU Windows 8.1 DVD OS Recovery(English)
1 450-AAKK 330W A/C Adapter
1 750-AALQ No Controller
1 332-1530 Dell.com Order
1 332-1530 Dell.com Order
1 328-BBEK Shipping Box Alienware 18
1 332-1286 US Order
1 640-BBLG Alienware Command Center 3.0
1 340-ADGB Placemat English
1 340-ACQQ No Option Included
1 658-BCDH Resource DVD windows 8.1
1 800-BBKV FREE game with purchase of a GeForce GTX 700 GPU-powered desktop
1 658-BCSC Microsoft Office Software Image
1 817-BBBP None Included
1 320-BBDZ Alienware 18 Silver Anodized Aluminum
1 658-BBTV Cyberlink Media Suite Essentials for Windows without Media
1 800-BBEV Thank you for Choosing Dell

 

How did you ask for a 980msli? Mine old specs are also 7970mcf,

 

I didn't ask for a 980M SLI, it was automatically given to me. It is replacing my 780M SLI