Outlet Replacements

Looking for some advice for those who have been through this before...

So i finally decided to pull the trigger on an M15x from the outlet, using the 20% coupon recently made available. While the unit i ordered was scratch and dent, i figured it would still be pretty decent. I actually bought a m11x 2weeks ago also scratch and dent, it it was pretty much flawless.. Well boy was i wrong this time around. I just received the laptop today and simply put it looks like crap. The screen is scratched(chipped actually), the alien head does not light up on the lid, the laptop chasis is scratched beyond belief(paint is scrapped can see bare metal), and the palmrest has a chunk of plastic missing.

Needless to say I called Dell immediately as this was not acceptable. The support rep opened a case for me to get a replacement unit,and that i should expect a call from them. Now my question is since outlet computers are not built to order does that mean that the replacement will not be the configuration i ordered? If my configuration is not availble would they downgrade me or will they just replace it with a higher spec unit? The nice thing is i can use this POS until the replacement arrives, I was just suprised the support rep actually offered to send me a replacement since it was an outlet purchase, i was expecting having to return it first in order to get a replacement. I would appreciate anyone here who's been through this process to shed some light on how this whole thing will pan out..

 

They generally build brand new replacements from what I've gathered on these boards. If you QQ hard enough, you'll even get a -% discount or a solid upgrade, so make sure you QQ!

Remember, calling Dell/AW is "rep roulette"; you will find a good one eventually that will do either the discount or upgrade for you.

 

I was just unsure how replacements worked for outlet purchases. I just don't want to get screwed with a lesser config than what i paid for ya know?

 

As Voodooi said, many times they do not have a refurb that is equal or better, so they just sent you a new replacement with the same or better specs. Per your service contract, your replacement could be a refurb, but should have specs that are equal to, or better than, the original. If it is not, you should call them & complain... politely.

The aurora mentioned in my signature was a new replacement for a highly discounted (25% off coupon last Fall) scratch & dent outlet purchase (with an upgraded hard drive & graphics card). Because of the issues with the original system out of the box (bad motherboard & liquid cooling system), I ended up with a new desktop that retailed for over $2600 for under $1100.

Just remember, be polite to them & most of the time you will be taken care of beyond your expectations. If you know the rep is not being helpful & your request is totally reasonable, hang up & call again.

 

Gotcha. How long did it take for you to get a replacement sent out? I do see other m15x's in the outlet with my same config so hopefully not too long. I could easily just buy another model and return this one, but since this one works, just looks like crap(seriously looks like someone used it for 2 years) lol.. I may just wait it out to see what happens since i may end up with something better without having to spend more money. I'm usually weary when I'm told that someone will call you back, should I call Dell back and ask for someone to work on my case immediately?

It's just a pain going through this and the unloading and reloading of software..

 

It took about 3 weeks from initial phone call until I had the new system sitting in my home. Call back. The authorization for the exchange should have been handled before your call ended.

If you decide to go the "buy another & return the original" route, be sure to get a return authorization before buying another one. Personally, I would let them replace it & hope for a new, upgraded system. Worst case, you end up with a refurb of equal specs in better condition.

 

Ok.. they must be putting something in the water at the dell call center because everyone has been a pleasure to deal with. I called back, the replacement request was submitted and is with the outbound team? I should receive a replacement within 3 weeks.. Hopefully it doesn't take that long, but as long as they are going to replace it i'm fine with waiting.

 

Excellent. Please be sure to update this thread with what happens.

Good luck!

 

Will do. Going to be 3 very long weeks, DVD drive doesnt work either. LOL

 

I wish you the best of luck!
Mind to put up some photos on how bad it looks?

 

Yeah I'd like to see some pics too! Don't doubt your word in the slightest but I'd like too see how badly the poor thing has been treated! Can't imagine somebody handling an Alienware laptop so badly.



Hoping the previous owner was strung up by his testiclé as punishment.

 

Yes all those specs you see is chipped paint..






There is actually a hole in this pic, hard to see, but its beneath the function key.






the bottom of the hinge is actually falling off, hard to see

these pics are just the tip of the iceberg..

there is a huge chip on the lcd screen, hard to take a shot of it..

fans were also caked with dust, vga port had what looks like ear wax on it.. display port also doesn't work, only vga.

As someone who takes meticulous care of their things i am just disgusted by what i received from Dell.

 

How would they expect that POS to not get returned?

 

Wow that looks terrible.
Dell will need to replace you with equivalant or better spec. That is their policy.
Thanks for the photos and good luck!
+ rep to you for theese pics

 

Seriously, my thoughts exactly. I know it was listed as scratch and dent, but this is well above and beyond scratched and dented, this should have been trashed. It seriously looks like someone used it for a year or two.

 

Thx for the rep. Much appreciated.

 

just curious. It was marked as scratch and dent? i just ordered one but was marked Certified Refurbished i can only assume that is different than what yours was. I didnt know they sold scratch and dent units. that looks horrible. Hope you get a new one.

 

Yes it was marked. Usually the units will have a minor ding, but mine is just beyond minor as you can tell. I wouldn't worry too much about yours, it'll prob look like new. Just make sure everything works properly.

 

WOW! I can't believe they shipped you that piece of junk. It looks like the previous owner took a screwdriver and stabbed it a dozen times before repacking it and getting a refund by Dell.

I'd definitely e-mail these pics to Dell/AW and demand an upgrade with overnight shipping.

Don't settle for anything else!

Good Luck!

 

Is there someone from Dell on this forum that could help me expedite this replacement? The condition in which i received this POS is just beyond words, I really shouldn't have to put up with the inconvenience. I am trying to follow Dell's protocols, but any help in speeding the process up would be great.. I'm just glad the darn thing actually even works because otherwise I'd be computer-less.


What's wrong so far:

Laptop is beyond scratch and dent...

LCD has a deep chip/scratch
LCD hinge area plastic falling off
DVD drive does not work
Hard drive is making quite a bit of noise
Alien head on lid does not light up
Keyboard bottom half lighting is very poor
Lighting around track pad does not light up
Display port does not work
VGA port had brown goo in it
Fans were caked in dust
Palm rest area is chipped

...

 

I'd get an AW/Dell supervisor on the phone and ask for their e-mail and while keeping him/her on the phone, e-mail them the pictures so you can deal with everything in real-time. Express how disappointed you are and ask for a brand new system (along with upgrades) with over night shipping.

If the supervisor doesn't bite, threaten that you'll write an e-mail, including the laptop pictures and the supervisors contact information (one you're on the phone with) to an executive level.

If he/she still doesn't bite, hang up and get a different supervisor

Edit: Most people on these boards that I've seen with stories like these are usually allowed to keep the laptop until the new one arrives and then send it via return label. This helps a great deal if it's your only computer.

 

I was told i could keep it until a replacement arrived, thing is the 3 week turn around. I'm trying to speed that up because I'm really being limited to what i can do with this thing, especially considering the fact that i cannot load some of my software due to the DVD drive not working. Honestly I was just going to order another unit, but I'm trying to be a little reasonable. Hopefully someone calls me on Monday.

 

Wow it looks like somebody tied it down on a train track.

 

Well this sucks.. This POS is now constantly locking up, and the video card seems to be on the fritz.

 

So i found an awesome deal on an M17x R3.

Alienware M17x Soft-Touch, Stealth Black
Core i7 2720QM 2.2GHz (3.3GHz Turbo Mode, 6MB Cache)
MOD,DIMM,4GB,1333MHZ,DDR3,2X2G
Alienware M17x 240W A/C Adapter
17.3-inch WideHD+ 1600 x 900 60Hz WLED
1.5GB GDDR5 Nvidia GeForce GTX 460M
320GB 7,200RPM SATA-II HDD
Personalized Nameplate (Reading Wallflower)
AlienFX Color, Quasar Blue
Alienware Command Center Software, M17X
Genuine Windows 7 Home Premium, 64bit, English
DataSafe Local BackUp
Vista PC Restore
Adobe Acrobat Reader 9.0 Multi-Language
Slot-Load Dual Layer DVD Burner (DVD+-RW, CD-RW)
Roxio Creator Starter
Internal High-Definition 5.1 Surround Sound Audio
Wireless 802.11 g/n
Automatic Updates: On
Dell Limited Hardware Warranty Plus In-Home Service After Remote Diagnosis
1 Year Limited Warranty

Seller was asking for $1,800.. Paid $ 1,350.. only 1 month old, still under warranty.

Going to send the m15x back and just ask for a full refund. I paid $1,034 for the m15x so this is not a huge $ difference.

 

Just got a call from Dell's executive support team. They were extremely apologetic about the whole situation. However, i told them that i would just be returning the system back for a refund. I have to say I am really impressed with Dell's service as of late, even though this could have all been avoided with better QC.. If i hadn't gotten a deal on the M17x R3 i would have taken the replacement, but I felt like it was a no-brainer for what i paid.

 

Awesome! Glad everything worked out for you.

Let us know how that M17XR3 looks/works once you receive it.

 

Alright boys. She's arrived.. I should have just bought an M17x R3 from the start, but in the spirit of saving some money i went for the outlet M15x. The M17x R3 feels so much lighter, and actually looks about the same size if not smaller than the M15x.