System exchange help

Hey guys,

I'm hoping someone here can help me out. I spilled liquid on my keyboard (17xr3) a few weeks ago and had to send the computer into dell for repairs. Unfortunately, they said that they were unable to fix my system, and I would have to get a refurbished replacement (I have the accidental damage warranty). When I saw the status checker from my email say that they were unable to fix my system, I called them. They said that they needed to check for a replacement system 3 times, and if they did not find one then I would get a new system built. It has been over a week since they told me they were doing the first "check," and different reps on different days have told me which check I was on. Today, I was told via twitter from @dellcares that since I had declined the system offered, they had to look for another one. At no point did anyone from dell/alienware EVER contact me (I always called them), and I was never offered a system. Is this some kind of scam to give them an extension so they don't have to give me a new system? Overall, I have been without my laptop for over 3 weeks, and it's very frustrating to say the least since I'll be going back to law school soon and will need that computer. Does anyone have a direct number for a helpful rep (ideally whose native language is English)? I'm tired of being told different things by different people, and I'm really starting to wonder why I paid all that extra for the extended accidental damage warranty if dell is just going to jerk me around when I end up having to use it. Thanks in advance for any help everyone!

 

In my experience, DellCares doesn't have a clue as to what's going on.

I have a number, but it's because I am in direct contact with a specialist because I filed a Better Business Bureau complaint.

And being told different things by different people, unfortunately that seems par for the course with Dell/AW, which is why I filed the complain in the first place.

Good luck.

 

I'd second that, as far as @DellCares goes. FYI, I was offered a replacement and it took DC THREE WEEKS before they even got back to me with a specification - when they did, it was pathetic in comparison to my original purchase. Again, I had to do all the chasing...they never bothered once to update me without me pushing them on a daily basis for updates. All I got back from them was pretty much what you've been getting - "wait while we do something....wait some more.....wait even longer...."

They have NO sense of urgency, at all. To be honest, dealing with them was probably one of the worst customer service experiences I have ever had in my whole life, if not THE worst. I was dealing with them, in total, for almost ten weeks. They couldn't organise a drunken party at a brewery, they are that bad.

Anyway, IMHO, if you've been told that they have three attempts to locate a machine close to yours, that should take no longer than three days. One attempt each day to see if new stock has come in. If it hasn't then it's not fair on you, as a customer who has warranty, to be kept dangling. Dell should do what they said and build you a new machine - if they cannot locate a like for like replacement within a reasonable time frame (and I think a check for comparable machines once a day until 3 attempts have yielded no results is fair game for them trying this approach) then they should stop messing you about and step up to the plate and deal with you fairly.

Good luck with it, hope you did better than I did....

 

Check my post repair depot i went thru the same thing..from a spill took weeks to get sorted out but in the end i am pleased..

Here is a link http://forum.notebookreview.com/alienware-m17x/724030-repair-depot.html

Sent from my SPH-D710 using Tapatalk 2

 

Wanted to update on my exchange status. I finally got a call last night confirming that I was getting a new system since they could not find an equivalent refurbished system. I checked my order status on the dell website today and it showed a new 17 in production.

Original system specs:
2720qm
6970m
4gb RAM
base HDD
1080p 60hz screen
blu-ray drive
6300 wifi card

Replacement specs:
4930MX
780m
16 gb RAM
256GB mSATA SSD Boot + 750GB 7200RPM
120Hz WLED w/ 3d Bundle
blu ray
Broadcom 4352 802.11ac

I'm more than pleased, to say the least. Quick question though, is there anywhere I can check my estimated ship/delivery date? I didn't see it on my dell account online.

 

They will up date the ship date after it has been in production awhile. Some times not until it is ready to ship. Nice spec's ya you should be happy with that system. If you look at the sale site for Alienware they had to offer the 4930 since they don't have the 4900 over clocked to 4.0 anymore. They have got very strange on there system bundles.

 

Wow, congrats. This is absolute BS on my end though, and I'll be sure to show this thread to my rep.

I am so sick of Alienware/Dell right now.. I am about to lose it.

 

Congrats, Indeed. Again, another great example of betterment. Sometimes, I can hardly believe the replacement specifications I am seeing of late. It is certainly with no disrespect to the OP, but this particular replacement specification is just another in the long line of absurdly enhanced machines over original specifications.

@MnemonicSyntax - good luck, and I hope this gives you grounds for your case - I cited no less than half a dozen similar examples of replacement betterment to Dell EMEA....did they do anything about it? - nope. I feel for you right now - I hope that Dell do not give you the 'runaround' that they gave me.....

Bro, even a 4700mq is an improvement over a 2720qm. Going from a fairly low end 2ng gen. to the top of the line 4th gen. Extreme Edition cpu is simply no where near comparable. If you ask me, on a like for like basis, even a base 4700mq would have been more the ticket...certainly not a 4900mq and most certainly not the MX flagship cpu. Check out the Intel comparisons:

http://www.intel.com/content/www/us/en/processor-comparison/comparison-chart.html

In all fairness, the MX should never have been on the table......it's absurd to think that I had BOUGHT a 2960xm, yet could only get a 3630qm - someone else comes along with a 2720qm (far inferior to my 2960xm) and gets given a 4930mx!! - kinda like me paying for his upgrade with my cpu in a weird and wonderful kind of way.

 

So when people get these replacement machines, does it change when your warranty expires? Say you have a 4 year warranty, have an issue in year 3.5 and get some replacement...does the replacement machine have just 6 months warranty or does the new machine "reset" your support period to say 1 more year or something else?

 

It runs with the remainder of your warranty. Unless you purchase extra.

 

So I think what happened is that the tiered system they just changed to helped me out. Since the only way to order a 17 with a 780 now is to get that top tier system, and I requested the top video card as like-for-like with my 6970 (best card offered when I purchased), I just got the highest tier 17. No complaints from me.

 

I agree with you. But then what do I know, enjoy your system glade you got the best. They did not give you what they did except someone felt the same. If I had sent mine in for repair 2 or 3 weeks later mine would of been top tier also just the way the world turns. Enjoy! :thumbsup: No complaints either..

 

HI, just thought my experiences may be of interest. After multiple problems with my R3 I asked about getting a replacement. I was told that as I had 3 (more than that actually) on-site part replacements I was eligible for 'consideration'. He put me on hold for 5 mins, came back and said it had been approved. Would I mind being on hold while he checked. Of course I said yes. He came back in 5 mins and said, there was nothing suitable in the outlet and I'd get a call the next day to agree the config of a new R4 (they had just been released). I got that call the next day and I was offered the top of the line CPU, bigger HDD and a killer card I never had. Being a little shell shocked I said 'isn't that a lot better than I had?'. Reply was 'Yes that is correct, it's for all the problems you have had'. I had had 6 months of an almost unusable machine so fair doos.

I then got a zero balance config emailed to me and asked to respond that I was happy with their like-for-like evaluation. Of course I turned it straight around with a 'yes', and this machine was built and shipped in about two weeks. Amazing service, but I was very angry up to that point.

One thing to remember is that a replacement machine, either new or refurb is totally at their discretion. They do it because it's already costing them too much and cheaper for them to just call it quits and replace. Unless you can invoke some sort of local lemon laws they are within their rights to just keep on sending parts forever. They are trying and that is all they need to do to comply with the T's&C's of the warranty.

IMO, never get angry or demand a replacement, you're more likely to get more part replacements or a poor replacement with attitude

As for the time delay, this seems to be the one area where US customers get a worse service than elsewhere. It's a big country and they can often find something in the outlet and try to fob you off with that, or give it a few days for one to turn up. In the UK the market is so small that finding an AW that matches your own is very unlikely.

Just my 5C

 

Just out of interest, what makes you think that you should have got a 780m by default?? - a 765m is like for like (actually, still better) for your 6970m, just like a 4700mq is like for like for your 2720qm. A 4930mx is a MASSIVE performance increase over a 2720qm, and so is a 780m over a 6970m. MASSIVE.

It was my understanding that Dell were obliged only to match the performance of your original purchase - as closely as possible. If options to do that meant a lesser performing machine, you would fall into the "betterment" provision, and would get the next "better" component that is closest to your original configuration.

At least that's how replacements are supposed to work.....

 

Steve, he said his card was the top of the line when he purchased the R3 so maybe 6990m wasn't out yet. You are correct about the like for like to be 765m but based on what we see for the past 2 weeks on replacements, it really depends on who you talk to. And with a little luck.

I talked to about 9 people during the repair process and was so frustrated but they are all nice and so I cant even get mad at them. I told them I hope I can just always talk to the same person but I cant. After the decision of replacement, only 2 people took care of it, the sales agent and the tech support. And I didnt do anything.

You cant compare the results anymore based on what we thought was the procedure/policy for what should be the equivalent. It's their (Dell) discretion I'm sure now. Some of us like me got lucky and some weren't treated well

 

The 580m was top of the line when I purchased my r3, and it's far better than a 6970, yet I my "offer" I was provided with a 640m, "because the 640m came out after the 580m and therefore it's a suitable replacement."

That's what *I* was told on Monday by my rep that's been "helping" me with my "replacement."

Such BS.

 

Yeah, you have an idiot that thinks bigger numbers mean better - even we all know the OEM's play numbers game to fool people but so called professionals should know better.

You need to get it escalated to someone that knows what they are talking about. Just try, 'we are in dispute, please can I speak to your supervisor?' Might work but under no circumstances accept a poorer replacement, even say 'well then, send another engineer with more parts!' That will cost them and they won't want to do it but contractually they have to, unlike a replacement which is discretionary.

Good luck!

Edit: what country are you in?

 

Correct, when I ordered my r3 the best card available according to my phone sales person was the 6970 so that's what I ordered. When I spoke to the replacement rep Monday, I told him that and he said he would put in the request for the 780. I think adding the 780 triggered the highest tier package when it went over to the people who build the systems. So maybe if people in the future can haggle for even one part not available on the lower tier systems, they could get the better configuration.

 

It should not matter if it was top of the line when you bought it. To me, that's an absurd way of offering replacements. I say that because many people will benefit hugely from a replacement machine, when the logic/idea of a replacement machine is simply to give you back what you had that was not working. NO MORE THAN THAT - unless Dell take pity and offer a minor upgrade for the hassle possibly experienced.

Talk about free ticket to a new machine, without having to drop a dime on it.....no wonder people like me can't catch a break with their own replacement when there are so many other folk being allowed/offered the option to 'milk the system' dry. Sorry, but if some dude has a 2720qm and gets a 4th gen MX and I have a 2960xm and get a 3630qm, there is something TERRIBLY wrong with things.....that person basically has been given the Extreme Processor that I've paid for....and vice-versa

And some people wonder why I was annoyed with crap LOL!

 

I'm with you man. Like I said, I told then it was too much but still got better parts as a concession! I wanted to pay the difference in the build cost for a 680 but they were not available at that time so I had to go for an exact same GPU

The way the new builds now work with limited options it is even easier to be dishonest. Gonna mess it up for all the people that have really suffered and tried to get a working machine

 

Don't get me wrong, in the absence of equivalent parts, upgrades are perfectly acceptable. Even in instances of suffering, a maxed out machine as a gesture is fine, too. Other that that, the whole ethos behind a replacement is simply to give you back what you had that failed, ensure that it is working, and for you not to be worse off for that failure - it ain't supposed to be "here, have this maxed out machine just 'cos you bought one years ago that was maxed out" - Dell's only obligation should be to match your old performance with performance from parts currently available. End of story.

I really don't want to sound like I am having a go at the OP, because I am not - I am very pleased that someone has come out of a replacement saga with a good result....however, if you look at from the perspective that it was not a real Dell hardware failure, it was user induced damage from a spillage - sure, covered under AD cover - but the Op walks away with a loaded machine from it all.......

 

Exactamundo! I think a lot of the problem is that because this is not a documented procedure or in the T's&C's you are trusting to luck that the rep dealing with it recognises a scammer and also does not apply stupid logic like 'maxed out 2 years ago means maxed out now' or bigger number means better GPU!

It's all down the the smarts of the individual, like the guy that got an m18x replacement for his M17xR2. He legitimately claimed he purchased an SLi capable machine just because it could do it, not based on the performance of the GPU . The m18x only comes with dual cards so he wins big but not his fault they can't build a single card m18x.

Sry you got such shabby treatment but it does happen, frustrating as it is!

 

I think pretty much the same. The team handling US replacements does appear to have a much better handle on hardware than what team EMEA do. I wished that their had been some rules about performance to adhere to, and people trained up well enough to actually know what they are talking about, yet Dell EMEA are a bunch of Indian screen lickers who really don't know what they are talking about - end result, customers like me suffer.....

 

Even though that remark about the Screen Lickers was derogatory, it is however true. Oh the times when I want to just stomp my phone on the ground when calling tech support. Even mentioning something that one of them wasn't "trained" for sends them into an infinite loop.

 

Agree, but it's all about the quality of the check lists and flow charts. Newbie technicians (and I have setup level 1 support in India while working in the US) have to have good documentation until they gain the skills to make their own decisions. You can't blame them when a process (like replacements) does not have a procedure to follow, and since it is discretionary there will be no sheet to follow, it's just a matter of luck if you get a guy that wants to learn or one that simply needs to feed his family

 

Outsourcing is fine, if it is done well and the staff know what they are doing. Unfortunately, half the time, they do not. How anyone can compare hardware based on either the number branding only (580m vs. 675m is a classis example) or something equally as stupid as the amount of onboard vRam only, is incompetence on a grand scale. If Dell cared anything about their customers who are unfortunate enough to have to endure a replacement procedure, the least they should do is to ensure that ALL the staff who are responsible for dealing with those customers actually know what they are talking about. My experience of this equates to extremely random ideas of what is right or wrong, comparable or not, etc etc.

I'm not against any person of any race or culture being a person who deals with this kind of thing, however, I do draw the line when they are obviously incompetent imbeciles who know nothing about the computer or hardware that is involved.

I was dealing with Dell Executive Resolutions - supposedly the very last line in problem resolving, beyond level 1, 2 or 3 tech's. When THEY do not know what they are talking about, that leaves a whole lot to be desired. Flow charts or not. These people deal with extreme cases, and as such, should be trained to know what they are doing - not just grab some random spec and offer it.

 

Truly you must be related to me because you just spoke the gospel. JUST KNOW THE DANG HARDWARE. And then I wont care or could care less about what race you are. THANK YOU.

But of course If you go saying that to them you get, "I'm so sorry sir" Let me reference the support articles.. Ah YES! I may be able to fix your computer not turning on with a BIOS update + a free alien connect session. BUT SIR .. my computer doesnt power on

Edit* You'd think I was making this kind of stuff up, well you'd be wrong.

 

Once, a few months ago, I needed a keyboard replacement on my mother board. So dell was called. And they sent out a tech. Tech was late by 5 days. Ha! and keyboard they sent with him of course didn't work. So I asked the Indiana minions to send me one just directly to my home cause I could replace it myself. HA! They sent me (two days in a roll) a m6700 dell laptop keyboard. I called and complained and eventually gave up. So I fixed the original keyboard I had which the only thing broken was a the rubber piece under the key... With an eraser end.

Oh! and my continued response that I received was it was a shipping error.

 

That's quite a saddening example of ineptness at such a simple level - some people just do not understand what is required to do simple things. I had a collection arranged for my machine for 29th July. Note, I said 'collection'. Nothing happened for 3 days....no phone call, no email, no nothing. Finally, the door bell goes....courier at the door....I thought 'great'....sadly, it was not a collection - he came bearing the gift of a flat pack cardboard box for me to put my machine in. This is after I told the 'minions' that my machine had all it's original packaging and simply needed collecting with a shipping label.

So, they waste 3 days of my life, 3 days of me waiting in for a collection to happen, 3 days of lost earnings and at the end of the day, I'm still waiting in over a week later - with the same cardboard box that wont fit my machine because the box they sent was for a monitor......looking forward to losing yet another days earning for them to actually collect a machine that was ready for collection over a week ago.

How inept is that? - here's what they sent - can't put a square peg in a round hole, can ya?

 

To be honest, their support is a joke. I threatened to file a claim with the BBB, and guess what I got sent to a manager who actually was mildly competent. All I wanted this time was for my actual keyboard to be replaced. After 5 months, because the keyboard actually was bad (common issue, some of the keys no longer functioned). I got the return packaging as you did and sent it off, everything was fine. It was just humorous why I had to threaten the BBB because the 'Minion' before the manager said I needed a BIOS update and that was all he was allowed to do, and could not and would not send me to the depot.

HAHAHA! .. What did they say when you gave them a call? Just curious? *Edit For my amusement even.

 

Oh, they just palmed me off with some excuse that they were sorry, box was sent because most people do not have the original packaging - which is fair enough....but I told them BEFORE collection was agreed that I did have everything, original packaging like the photo shows, right down to the twist ties for the power cables and unused hat/mouspad inside etc....I stressed that it was exactly as it was when it was delivered to me - which it is, not only regarding packaging, but right down to the cosmetics of the machine itself. Anyone would have an extremely hard job spotting it as used in any way, shape or form...probably because I am extremely OCD about my baby......or soon to be ex-baby...

 

I understand completely, being OCD myself. However I must stop talking about this because quite frankly it pisses me off XD. I pray the day when automated support i actually helpful and you get exactly what is needed.

 

I agree. Pisses me off too.....I should know better than to do that to myself unnecessarily.....

 

Hahahaha for real? That is one sick step up from your previous system

 

HaHa, think OCD goes with computer geekiness a lot. My psyc told me to stop building desktops and under no circumstances use benchmarking programs. That was why I got this machine, to play my games at a decent speed and not be able to swap bits around. Unfortunately that is not the case but I still refuse to use anything other than in-game benchmarks for testing - I had over 40 pages of written notes in my 5 GPU watercooled rig!

OT, sorry

 

Nowt wrong with 40 pages of notes! :thumbsup:

 

No you're right, I do still have them somewhere even though I have no idea what they mean any more. Just a lot of numbers and yes or no next to then!

Just another thing to obsess about...

 

HAHAHAHA .. Yeah I try to limit benching or upgrading or anything it's so easy to get your OCD acting up with a computer XD .. I think us computer geeks are predisposed lol

 

Oh yeah .. I've ran into that obsessing over what to obsess about .. Creating more obsessions .. Also another thing notes don't let get started, how are us OCD people suppose to get anything done when our notes are meaningless after the first 30 min of writing them. It's like the alienware writing when we get done lol. Edit* is that why you don't have a 680 or 780m so you can't bench .. XD I have in and had to upgrade my rig with the 680m I wanted to obsess!! XD

 

exactly, if I do go for a 680 I will have dell do it, I have a great local engineer who I have full confidence in

I was messing with voltages and multipliers all over the place. 5 water blocks, and I did manage to get my 2.2mhz i7 stable at 4.7mhz with a successful bench at 5.1mhz, also top 50 worldwide at the time but those days are behind me now...

I should be asleep but can't leave a thread unanswered, hopefully I can turn this thing off before any more come in!

 

You should make 40 pages about the 40 pages. That will probably be enough to figure it out

 

And there just when I was about to leave the office today, Dell rep called me following up if I'm happy with my replacement. They also called to tell that the screen replacement is ordered and I should get a call this week from technician and they are including an extra SLI cable too. I emailed them about my screen problem when in full screen and SLI enabled that it might be the cable.

Its just really luck. I have two reps taking care of this small issue and I'm not even following up. I hope you guys finally resolve it and get what you really deserve.

 

Its hard to get what you deserve from dell... but best wishes!

 

Just a heads up, I spoke with my rep today before work. He told me because I wasn't happy with the 640 that he would like to offer me a brand new system. He said that the emails I sent proving benchmarks and tests that the 640m was no where near a comparable difference to the 580 didn't matter, and neither did forum posts.

He said he would know my specs by Friday. We'll see what happens.

 

So why did he consider it since he said it did not matter?

 

I don't know. That's the weird thing. I think he was trying to cover up some mistake he made.

 

As previous poster said. 640m doesn't exist. maybe it was a miss type and should of been a 660m (which is still lower performance ), I'd stay hard pressed on it until you get a 680m or better and get a machine that you will be happy with for all the time waisted with your computers previous repairs.

 

He also said the 640m was sold in AW systems and they had one working in house. He was originally so adamant that this was the "replacement" I was getting, but when I showed him the benchmark proof and mentioned that others had said the 640 didn't exist, he remained adamant that those "didn't matter" yet he offered me a brand new system.

I don't know. I'll find out Friday the details.

 

Alright keep us posted! I'll be curious to see.

 

So far my experience with them are great. I got a really good replacement from where I'm coming (see sig, 17xR3 to 18xR2). There is just some ugly marks in the LCD so they will replace the screen. Thats what I'm waiting for, not that urgent for me as I always use an external monitor.