R4 Exchange - Terrible Support - Won't Follow Up?

I'll save you guys all the boo-hoo's and get to the point.

When my system exchange was processed, I was told verbally over the phone I'd be getting my 3D display back and a 680M.

The system that arrived was a non-3D and a 675m. So naturally I called and explained the situation. My rep was nice enough to provide me with his email and got most of my issues taken care of, except the 680M. He said he had to look into it to make sure this is, in fact, what they promised me. I can totally understand that so I told him who I talked to and what day-ish I had called about it.

Fine and dandy.

Well, my dispatch was cancelled over the weekend (last weekend) because they didn't have the parts in stock. Finally got it reordered and shipped to me. This dispatch had the 3D display, and a few small things. No big deal, right? Wrong, the tech who installed the display did something... every time I move, open, or close the display it makes a loud *click* like you're disassembling something with those plastic clips.

So I called... and now I have to have depot service on a system I've only had a week. So fine, whatever, as long as it comes back in one piece.

Also, I've been emailing my Alienware technician... but after 3 emails, I haven't gotten anything back. If I'm going to send it to the depot, I'd like them to install the 680M there, and get my system back in one piece. This has been a considerable time investment, what do you guys recommend I do? The technician I've been emailed said he'd investigate the 680M deal and get back with me, but still nothing.

Blah. Trying to be patient, but... this is an exchange, which means I was already having issues before I got this refurb system.

Anyway, hope I was clear and short, if you have any questions or can offer any advice, let me know. Thanks!

 

I would not send it anywhere tell them to send the tech back out and fix it. I personally would do it myself as it sounds like a simple fix.

Mac

 

If it's just the display and GPU, I would recommend to do it yourself, assuming you know quite a bit about your laptop.

 

Yea, the main issue isn't the screen. It's trying to get someone to just send me the GPU I was originally promised. I feel I gave them all the time and answers they needed to hunt the other rep down.

 

I know it's hard being patient. Especially when your not getting what you paid for...regardless of this being a system exchange or not, you did pay for the notebook the R4 was exchanged for. SO, now what to do? I would say get in touch with the Alienware reps here in the forums, but you seem to have your own dedicated Alienware rep you can go for issues. As far as depot service goes, you might just want to do it. In my book, depot service is 2 for 5, whereas at-home tech support is 2 for 8. Its kind of like the lesser of two evils you have to choose from.

The at-home techs (depending on which firm services your area) don't know what they're doing half the time and end up breaking the system more than what it was originally. Depot service is renowned for being inconsistent (not necessarily unreliable). Sometimes depot service does a great job, sometimes they are as bad as the at-home techs. The last two times I had to deal with Depot service, they were actually really good. The three times prior, not so much. Those three bad times, the notebook I sent in for repair was returned without being repaired, one of them in worse condition than when it left. But everything was resolved after we sent the notebook in for a second depot service. Horribly inconvenient, I know. But I am not going to blame the depot service techs especially after that youtube video of the Walmart warehouse employees using iPads to play rugby with. Our notebooks are manhandled by multiple persons in transit between us and the depot service technician. Bottom line: I'd go with depot service. It is a hassle since you need to ship your system off and wait to get it back, but after having so many at-home techs break my power button to the point my R2 wouldn't even power on, I won't be asking them to dispatch any more of those people to my home ever again!

If you do go depot service, do two things. One, REMOVE ALL YOUR HARD DRIVES/SSDs! That way you don't have to worry about your personal files, games. etc. getting erased from a reformat/clean install. Second, make sure to get the 680m situation worked out BEFORE they create the Depot Service dispatch. Otherwise you will be getting your system back with only the 675m card in it. Get on Dell's case about the 680m card. Call em up, twice a day at least. Show you're not going to be complacent while someone just sits on their hands.

 

That's a good point. I'll wait until they approve my 680m before I shoot off to depot service. Can any Alienware reps here help me? Anyone have any email addresses they can send me? I just want this resolved before Christmas.

 

Hurry send me a PM! We still have about 13 days before Christmas

I'll help you sort things out quickly

 

why not? for some reason those 3 screws that holds caddy from laptop came loose and wasn't tightening all the way (stripped screws). so i called them to fix this but instead of sending me the parts they told me i have to send it to depot to fix it, of course i said no.

 

not model specifc - thread moved to main AW forum as this is a CS/Support issue.

 

Ah, thank you

 

Hey everyone,

Just wanted to follow up and say thank you to everyone who posted here for your help!

A special thanks to Luis who got me all fixed up and did a great job following up. Anybody who needs anything, Luis and the rest of Alienware Tech Support have done amazing.

Merry Christmas/Happy Holidays to you guys!

 

Why not just go with parts only service and install the GPU yourself? It is not difficult. If you have the skill and are not intimidated by the thought of it, that's would I would ask for. This is faster and easier, less expensive for Dell, and the most likely way to have everything turn out extremely well.

 

I'll cross that road when I get to it. They're requiring me to send my system off to the depot to fix the LCD issue before they'll even talk to me about my GPU replacement. I can certainly do it myself, would they send me thermal paste? I don't have any lying around. If I did it myself, I'd rather use some AS5 than cheap stuff.

You think they'll let me cancel my depot service, do the GPU swap and at the same time check out the LCD? Not sure what their contracted techs are trained ... or capable ... of doing lol

 

No, they won't. I've already tried.

It's a Saturnalia miracle!@!

 

And just like that, Dell forgets all about me xD Luis disappeared or died or something.

 

Had a couple of days out of the office, are you still missing any parts?

 

Yes. Whoever I talked to on the phone was super rude last night. He told me they weren't going to do anything for me because I was out of warranty now. I tried to get ahold of you or Jose or Gabriel, but no luck.

Anywho, Gabriel made a note that he's going to send the 680m after my depot service, but I fixed it myself by un-snapping and re-snapping that edge. I guess one of the clips didn't take when it was done by the service technician.

I need sent to me:
680m
3D Kit
Install Discs
Mousepad

You don't need to send out a technician, I can swap out the parts myself. Save you guys some trouble/money and I'll do a better job anyway.

I'll be purchasing the extended warranty later next week (after Christmas is over) and after I have the parts in hand I should have had a month ago.

You can give me a call as well, it's the 0083 number on my account. If it's easier for you.

Thanks Luis, I appreciate the help!