question on refunds for M15x.

This might be a bit long, feel free to skip and just answer the question below.
I received my M15x around December just before Christmas.
All was good until i noticed a dead pixel in the center of my screen. So I gave a call to the customer care and they did replace it. However, the tech breaks my keyboard and damages my screen cover where the Alien head was located. He told me he will take care of everything and he does. Second tech did contact me but told me I had the wrong address. So I did make the change to my home address instead of my work. However, the tech never gave me another call (he told me, he should receive the change of address notice and would give me another call.). So that process took a while and I gave dell another call in order to reschedule my appointment which they told me I declined their service. I explained my situation and they told me they'll reopen my case. So the third tech comes around early March. He was replacing my damaged goods that the first tech caused and yet here we go again. He scratches my screen and some covers. Once again, this tech told me, he will replace everything. Today, the 4th tech came in order to fix everything. All went well until he hits the power button, and my M15x fails to recognize my 6 Gig of ram. They told me they'll replace my system but will take 14 days. My finals THIS week and I need a new comp ASAP. So I requested a refund but the manager told me it's a "maybe".
So do you think I can receive a refund? It did pass the 30 days mark but everything was at their fault.
Sorry for the long story and thanks for any replies!

 

I think you can can a refund or replacement if you want. because you have had a tech came over 4 times already and the problems were nevered resolved. you are entitled to a refund after 3 repairs and no resolution.

 

Thanks for the fast reply.
I'm hoping they can refund the money as each tech visit took 2-3 hours.
Techs had no idea how to handle this computer except for the 4th one as he clearly knew what he was doing. The computer just failed at the end. (Maybe the previous techs messed things up and finally it had an effect.) Manager did try sending me another tech but after the 4th one I gave up.
*Note to everyone, DO NOT have a tech to work on your Alienware* =(

 

*Update* So I spent half of the day today in order to contact Dell for this problem I'm having. Everytime i get connected to someone, I would get redirected to another person. Literally, I got redirected 20 different times from Dell Care to Dell Technical Support to Alienware Technical Support. Now I found out that I don't even have a case on this replacement. Every time I try requesting for a replacement or a refund, they keep telling me that they aren't the department that processes this. Also they keep telling me they cannot refund my money but isn't this on their fault? Is there a way I can push them into giving me a refund or give me a compensation upgrade? I don't want to wait a month for a computer that I didn't even break.

 

It's time to use that one email of Michael Dell to get this escalated and hopefully moving forward in your favor.

 

I had a very similar problem to yours. Initially I had about 3 problems with the laptop. The technician came with the wrong parts and cause a whole bunch of problems. Four technicians later and 10 replaced parts, there was still more problems. In the end I demanded a refund and it was authorized within a few days. But it did take 4 phone calls and one month to get my money back.

 

sad to see this isn't resolved yet. yeah dell onsite techs are pretty much clueless. next time if anyone gets an onsite tech, please download the user manual from my sig, it could really help out a clueless tech or you can just do it yourself. but anyways if you have your problems log into the system, customer support should be the ones to handle returns and refunds. try this number less on hold time: 305-251-9797
good luck

 

Four phone calls? Oh man.. Each time I make a call, that's an hour wait if i get redirected, another 20 mins. All departments are telling me customer support is the place to request a refund but customer support is disagreeing with the rest because I own an Alienware. BTW, did you just ask for a refund because of the issues? or did the Alienware Technical Support put a note of list of things you've went through on your account so Dell people can see the troubles you've went through in order to receive a refund? I tried explaining my situation to Customer Support and they kept telling me they cannot go into my account and take a look at the list of things I've went through because they dont have access to Alienware customers. Hopefully I can get this issue fixed soon. Will give another call with that number. Thanks for the number!

 

yeah i had a dell tech drop by for a screen replacement, ended up scratching up my 3 day old laptop and bricking it at the same time. 3 calls to tech support with no help, then a 15 min call to customer support and got a new replacement unit. its bs what the cs is telling you dell/alienware is the same company now, what they are telling you only applies to area 51 models. if customers support says different than ask for a manager. don't gave in, you have to push them. sad but only way to get things done with them.

 

So I just spoke with the CS manager after waiting an hour. He told me the same thing, We cannot give you a refund because it's past 21 days. I kept telling him, you guys are at fault for sending inexperienced techs for breaking my computer. He doesn't care at all. All he said was I'm really sorry but I cannot grant a refund. Ughhhh! I even lied and said my cousin had the same problem and he got a refund and I dont? He says the same thing. "I'm really sorry but I cannot grant a refund." It's like talking to a damn robot. He told me he'll connect me to the technical support manager directly before even I answered him. Guess what? Directly? I'm here sitting down waiting for them to pick up the damn phone. If I can't get a refund, I'm asking them to upgrade my computer to M17x. (Hopefully.. Haha.)

 

I know it sucks and is tedious but keep pushing and you'll get your laptop you paid for. Ask for free stuff too. I know my customer care rep would probably throw some stuff in if I was mad lol.

 

I don't know if I should keep my cool or start going nuts on the managers.
Does bringing BBB upon the conversation help me at all? This is ridiculous.. I'm still waiting for them to pick up their phone. Sigh..

 

Always keep your cool. A cool head will get you places. I know it's ridiculous but keeping calm will let them know that you don't need to take their crap and that it barely phases you. Don't give in.

 

40 minutes of waiting to talk to the manager and my call gets redirected to Dell customer care. Then the person on the phone told me he will get the manager and clicks on me. Great! Recalling.. Sigh..

 

I was dealt by the alienware technical support, when they try to transfer your call to another department firmly explain it is a technical issue. You need to be calm and persistant, I stopped counting the total duration I was on the the phone will dell after the 7th hour. If you hassle them long enough they should give you a refund or a least a new system.

 

Yes! finally got a supervisior who actually cares! She told me give her a moment to see what she can do about the refund! Hopefully everything will go well! Thanks for keeping up with me guys! =)
Will give you an update as soon as I'm done talking to this supervisor.

 

sweet!!! glad to hear it

 

I thought this nightmare was going to end very soon. I thought wrong. The supervisor did try helping me. While I was on hold, I get a call from a 1-800 number. I didn't want to miss the supervisor so I ignored it and while I was talking to the supervisor, I get a voicemail. 2 minutes later, the supervisor told me, someone should have called you just now. From here it was a mess. She told me someone took over my case in order to take care of my problem. Only THAT person can change my case. I asked her what his name was and hung up. I was listening to my voicemail and guess who it is. The same person who took over my case. He didn't leave any number behind but left a message saying he will call back tomorrow. Darn it. I missed a very important call because I was afraid to lose this helpful supervisor. Supervisor didn't say No to a refund so I'm seeing a little bit of hope. I just have to wait until tomorrow to find out what's going to happen. Hopefully all goes well. =(

 

Yep keep it up and I see the end is near for you. Are you completely done with Dell or are you going to exchange? I'd say try for some free stuff.

 

Hm. I really don't know. After 6 years of being a Dell customer, this was the first issue I've had. I might try for a M17x. I can't find any laptops to be sexy as the Alienwares.

 

i had a similar issue, contacting the bbb led to an almost immediate refund, also mention the forum and that u know people who have had the same problems and had their system refunded or replaced.

and your right, even though your past the 21 days it shouldn't matter since you have had so many techs come to your house and what not, just keep pushing. also when you contact the bbb they will call you and then they will notify dell, and then the dell guy that handles the bbb stuff will call you and do whatever he can to help you. if they still don't do anything by weeks end, or no progress has been achieved i would definitely contact the bbb

 

So I'm finally getting the refund. I just have to play the waiting game. And one last question!
Does it matter which box I use? I dont have the original box that came with the laptop. I don't think it matter as long as I have the box for the hat/manual/power cord stuff and as long as the laptop and the box is secured by putting in foams or soft things in a bigger box right?