Return Policy for New Replacement: Still 21 days?

I recently received a complete lemon of a system and had to ask for a new system to be sent. While this was happening, my Dell rep said that I could keep my brick of an m17x to "try out" while the other was in production.

I'm wary of Alienware products and I need the full 21 days to try the laptop out. Does the 21 day return policy reset when my new m17x arrives or has it been running out since I first received my lemon? The new m17x will arrive within the 21 day return window (as measured by first arrival) so I'm wary Dell is trying to stick with me with a system I can never return.

 

Since you first received it unless you have something in writing from Dell. I got stuck (by my choice... there was no overnight system orders then) with an M15x-R2 when I went to the M17x-R2 because I had to have a laptop and they were all over the place with delays... the 21-days was firm.

 

Wait. Do you mean that Dell measures the 21 day window by the first arrival? That means I have 3-4 days to decide if I want to keep it and if there are any problems?

 

Sorry, I should add that this new system has taken over 2 weeks to build, which has almost eaten up the 21 day return window. Meanwhile, I've kept my old system to "try out". However, this old system is non-functioning and can't surf the web without crashing.

I think it seems fair that my 21 day return window should reset when I receive the new Alienware rather than from the date that I received the old system. I mean, the old system doesn't even work.

 

The 21 day return has been running. They are sending a replacement so you waved the return. To get the return you would of had to waved a replacement. Which will be a new system. You have one or the other not both rights.

 

+1 rep for both of you

Does that mean that I can't return the system if I find that I don't like it? Does Dell expect me to return the system and then reorder if I find any faults? That'll pretty much destroy my credit score. Why should I be punished for their crap systems?

 

When you buy a system...

1) You have 21 days to return the system for a refund .

2) You have 1 year (2-3 years w/ extended warranty) to have your system repaired if there are any faults with it.

3) If your machine is serviced more than 3 times then Dell will build you a new machine.

BUT, if you just don't like the system, unfortunately as stated on the Dell website: "Unless the product is defective or the return is a direct result of a Dell error, Dell may charge a restocking fee of up to 15% of the purchase price paid, plus any applicable sales tax."

In short, ordering a computer is serious business. If you're 'not sure' about making the purchase, I wouldn't recommend going through with it, unless you're OK with paying the return fees. These are gaming machines that suck back extraordinary amounts of power with hardware that is usually brand new and cutting-edge. You should not expect that the machine will run absolutely flawlessly, as in most cases it doesn't (IE. the flickering problem that was eventually resolved).

If you're after reliability there's a lot of better computers out there. Apple's laptops are successful for reasons that don't evolve magical fairy dust - the configurations are tried-and-true and don't try to push the limits of current technology. They are still expensive and don't game well at all (the two laptops in my signature cost almost the exact same) yet I know every morning the Apple laptop will probably boot up whereas the Alienware can be touch-and-go.

I personally haven't had any major issues with my M17x except for the drivers which are now fixed. It's truly built as a desktop replacement, though.

Good luck.

 

To help in your fears, both of the units in my sig were replaced twice. I at first had some fear and wanted a refund and was told I would be charged 15% restock fee So I took the replacement. I have no regrets, these are by far the most powerful solid systems I have ever been lucky enough to own. I have had no problems at all with these two now and will be a buyer of only Alienware from now on. Good luck on yours and give it a chance these systems are anything but crap!

 

Dell is in business to make money. They can't just keep renewing 21 day windows just because you aren't happy. There are other options besides complete return or swap out. I have had my m15x repaired twice and both times their customer service was superb. I am not saying you did this at all but I know two people that bought m17x's about ten days before newer hardwaRE came out so they made up some BS, returned their systems and got new ones with better hardware. This is borderline criminal. Like I said I am sure you are legit but all of this stuff raises costs for everyone else.

 

Ok that's fine. I'm just concerned because I want to upgrade my warranty and I need my service tag to do so, which I haven't received. It's much cheaper within the 21 day window. I would call right now and upgrade my warranty but it's impossible to do so without my service tag.

Thanks guys. There are other options rather than replacement, but in my opinion, a new system that immediately has problems will be a headache down the road, both in terms of time and money (when the warranty runs out). In my case, I had crashes every 15 minutes and 90% of the times my computer shut down was due to a crash and manual power off. For me, the best option was to get a replacement system rather than be stuck with a faulty system and a 1 year warranty.

Alienwolf, thanks for the reassurances. I've owned Dell computers and they have low reliability. Would you recommend getting a warranty then, especially if it costs $400-700? If the reliability is high, then I'll pass on the warranty.

 

Actually, it is 21-days from the cutting of the Purchase Order... check that date, that is the start of the countdown. One reason it pays to get the unit in your hands ASAP. However, you can return for a FULL refund if you upgrade... just a thought...

 

In answer to the warranty, you can purchase it now and transfer it over when the new unit arrives. They will do it for you when you take receipt of it. Yes it is a lot of money I paid 786.00 for 2 extra years regular warranty and 3 years complete care on top. Yes it is alot but to replace my m17x would be about 3900.00 and if anything happens in the next 3 years I get it repaired or upgraded. Worth it to me.

 

And there is always a chance you might get an upgrade depending on availability of items.

 

Yes, but I only paid $2300 for my system with tax, $2190 without. I have no problem paying $400 for 3 years complete care, but paying more $720 is a bit much, especially when you're likely to receive a refurbished system that you can purchase off the Dell website.

I'm already covered for an entire year by the limited warranty, and as long as the failure rate is fairly low, I won't get the insurance (warranty) on the system. Depreciation of technology prices of ~%15 a year so as long as my Alienware lasts another year, a new system with my configuration will be $1600. That means that I can probably purchased a refurbished system with a 1 year warranty with similar specs for marginally more than the $720 warranty costs.

Just what I've been thinking, because I studied microeconomics and realized that insurance is for the risk-averse, though I've been thinking that Dell has access to the cheapest parts and labor at prices that I will never be able to buy at, so it's a win-win for both parties.

 

Well it seems you have made your mind up and do not need our advise. I do not follow your thinking in microeconomics, I bought a refurb for 2000.00 from Dell, did not work right and they could not fix it. Sent me a brand new build replacement. Had issues and they made a second new build. This one works great. To replace it would be 3900.00 so I put insurance on it to protect my future. If it breaks between now and 3 years from now (Iam betting it will) they will replace the part. If they no longer offer the part as in 5870 or i7 I get a free upgrade. If the system can't handle the new upgrade parts ( new system gets build). If it falls or gets a spill I get a new system. Lets see all for 786.00 sound like thats a win, win to me. If I won a car for 5.00 bet in Vegas would I not insure it for replacement value? Or would I just insure it of my investment?

 

Alienwolf, you bring up great points, especially with your example at the bottom. Ahh, I need to get warranty but only if it's at the $320 which is why the 21 day window is so crucial. I can threaten returning the system and reordering but I feel kinda castrated at this moment. However, $786 with tax is 1/3 of the price I paid. Tough decision and hence why I need to know the built quality of Alienwares. Your statement that something will happen in the next 3 years is not reassuring for me, though you have a warranty so it's great for you.

 

Sorry, but that part is not correct. If you have 3 repairs for the same issue within a month you can usually push them for a system exchange. It is Dell's choice to replace the system with a new or refurbished system of equal or better specifications. No where in the service contract does it state a guarantee that your replacement system will be new.

Granted, they tend to send new replacement systems more often with Alienware system exchanges than I have ever witnessed since the first time I stepped into a Dell facility in 1999, but a new replacement is not guaranteed.



mister mister,
All 3 systems listed in my signature was a new exchange for one reason or another & had at least one upgraded item, compared to the original system. If you have any issues with the replacement system, be polite & give them a chance to make things right. They will usually exceed your expectations.

 

Contact support or customer service and ask what the return policy is.