the never ending problem

I was going to wait another 3 days before posting!

On 14th March my m17x will have been dead for 3 moths and broken for 6 months.

For those of you that have good memories the service engineer broke my laptop whilst changing the mother board and cpu.

Over the next few weeks the system deteriated until it no longer booted.

This was about the time the R2 was beeing released and i pushed and battled for weeks to get the r2 as a replacement.

when this was finaly agreed apon the manager spec'd me a system and included the rgb screen.

he then went on holiday for a week and the swap team refused to place the r2 order unless directly authorised by the manger.

when he returned from holiday the rgb was out of stock and has been ever since, the date that it will be back instock keeps getting pushed back.

for those who want to look at the histroy i logged it all on dells forum

http://en.community.dell.com/forums/p/19314561/19669931.aspx#19669931


so anybody have any ideas know when the screens back in stock for UK?

I cant have a refund as its an upgraded system.

its a reall pain in the butt

 

53 people looked at this and nobody commented?

are we that used to poor customer service?

 

Sorry I cant help in the UK..

Myself, I would call in and escalate and continue escalating until someone resolved my issue.
However that isnt gonna fix a no supply issue.

 

Lol we aren't getting paid to answer forum posts man We don't offer "customer service" hah

 

What is this "customer service" you speak of? What language is that

I truly feel for you.... Dell has got to get on the stick... or we might all end up going to a Clevo lunchbox....

 

If the RGB screens are not in stock and theyare not gewtting them back in, it doesn't seem like you have alot of choices.

You can ask if they will change out your screen when the RGB screens are available at least this way you will have a notebook to use, but I would get that in writing.

 

file a BBB complaint i currently have corporate dell working on my order

 

Why dont you get it without the RGB screen and ask for better CPU or omething instead.

 

Its already has a i7 920

and i asked for advice at the time and was told it was worth waiting for the screen, Pm'd some of the mods

guess im just up a #### creak and without a paddle

 

26days to rgb for the uk their were never avaialbe to uk customers because of a shortage, but i spoke to an english fella would you beleive who just happend to work for dell and last week he to me it would be about 33days on back order, so in other words itl be end of march first week in april.

this is why im typing on a crappy netbook as im waiting to buy another system after getting refund for me m17.

 

Yeah well i thought this was sorted out months ago

I'm typing this on a Area51 Alx desktop, would never have ordered it if i hadnt thought the other problem was resolved.

just ordered the second ati 5970 to go crossfire with.

guess its why i have manged with out the laptop working but come on 3 months on a next buisness warrenty???

 

i think its alot to do with dell/alieneware transition as ive had 2 alienware laptops now and its only the back end of last year that theirs been a few complaints about various things, well more than usual.

lets hope things calm down and they can catch up on stoke etc.

 

After a staggering 3 months and 12 days!

Alienware have ordered my replacement system, this system has been dead since a service engineer changed the motherboard and cpu on decemeber 14th.

I managed to get the r1 upgraded to an r2, but the RGB LED screen has been out of stock and unavailable for UK for months.

These RGB LED screens are now back in stock!

estimated deliver 14 - 21 days! so the final time without my system working will be over 4 months.

Next day warenty unbeatable!!

 

Wow that's a long wait. I remember you posting about 3 months ago that your replacement was on it's way. Congrats on finally getting it ordered! Mine took about a month but at least I had the old working R2 to use until it got here.

 

Congrats on finally getting your replacement. Guess your troubles are a good
reason that I do not let them touch my system. So far all I have needed was
a replacement hdd.

Gene

 

Thanks for the mention, thought i would let everybody know.

The wait has been along time i actually managed to get the r1 authorised to an r2 before anybody else had said they had on here, I just didnt want to say anything before it was ordered.

The problem was that the specifications they gave me as a replacement had an RGB screen, i accepted the offer and agreed on the order. The manager said he would leave it in the hands of his team and went on holiday

The problem was that nobody would do an r1 to r2 without his direct aproval and on his return the RGB screen was out of stock and has remained so until i noticed yesterday was avaialble again on the Uk site.

I spoke to a few people and Mods andd they said the screen was woth waiting for so i have, but didnt think it would be a 4month fix!

The wait has be tempered by the fact that i bought an Alienware Area51 Alx desktop and recently upgraded it to twin 5970 gtx in crosfire. 10 terabites a second gpu proccessing is insane!

will let you know if the order is messed up!

it might finally be over

 

Unlucky timing, m8.
But I'm sure it's gonna be fine soon.
But with all the delays you should get at least some nice MAMBA present to compensate for the moral stress

 

The RGB is back on the Dutch site since yesterday aswell. Yeey...

 

I just hope the RGB screen was worth the wait?

 

Honestly, 50% of the R2 is the screen and the other 50% is the architecture.

The CCFL on the R1 was pretty terrible so the RGB pretty much made the M17x's only flaw disappear

 

It's very much worth the wait. It makes the M17x stand out from the competition in addition to it's fantastic design and build quality.

 

I have to say that the screen on my M17x was great, didnt have any problems.

it was the best screen i have had on any laptop, all being dell xps m1710, m1730 etc

so if its that much better again must be awesome!

 

Congrats on the resolution!

 

Congratz, Im thinking about ordering another m17x, but an R2 this time with the better display. Glad they finally got your stuff sorted out.

I think if anything ever went bad on my rig i would replace it myself. Dell field tech's seem like hacks no matter where you are.

 

It's not just Dell, it's a global wobbalization. Everyone is going cheap.

 

I think its just a fact of life that we are dealing with cutting edge technology! its not suprising that things go wrong and people like field engineers have problems keeping up!

 

Hi There,

For those of you regular to this forum you probebly know that i have had a huge problem with my m17x and have had it authorised to change to a m17x r2.

This was authorised months ago, system dead since december 14th 2009, just got my order details and its due date is May 6th 2010.

just short of 5 months systems been dead, next day warrenty its a joke!

 

j/k, that sucks man. You should take the issue through the concessions channel, maybe they can at least refund part or give you some free stuff. Worth a shot I suppose if you havn't already tried.

 

How has Alienware justified that to you?

 

keep doing that for five months!

have been given the managers email for global escalations corporate, today so see what happens?

 

Ok this is a very quick version of what happened.

M17x r1 , audio video issues! as per normal at that time, had overclock failed message several times and refusing to boot.

They changed motherboard and cpu, engineer damaged the system and it died after a day or 2.

Dell agreed to do brand new replacement, i asked for m17x r2 to resolve all issues, they agreed after a long fight!

Manager agreed specs with me in sig! said his team would sort it whilst he was on holiday, swap team wouldn't auth it with out his direct permission.

when he returned the parts were out of stock RGB LED screen, been out of stock and un available until feb 28th (UK) ordered on 30/03/2009

just manged to get order numbers and delivery estimated 06th may 2010 a week shy of 5 months with a dead system!

found out today if anybody is intretsed its beeing delayed due to the lack of Nebula Red Chassis!

so if you have ordered red system expect a delay, the the rgb screens were very small stock and delaying still!

sourse from a sales rep i trust

 

To Make things worse my Alienware Area51 Alx desktop, fans went into over drive for Easter on 100% for 100% of the time.

I found a wiring error and the cables so tight its stressed the socket that it fits into and has broken it,

alien tech say its a production fault, but as its over 30 days if i want it fixing i have to make a complete care claim?

4 months waiting, terrible customer service and they are messing me about again?

cant use the word i would like to describe them, would be barred from forum

 

Your experience sounds like the frustration I went through with the M1730. The only difference is that in the same amount of time (5 months), Dell sent me 5 defective M1730's... I had one that booted (first one) but would BSOD every 4 minutes, 27 seconds. The rest, DOA. So they sent me an R1 and we all know what has happened there.

 

Took me 5 months to get my 1730's graphics card updated to the correct 8800m GTX. It sucks but keep on 'em.

 

Yeah been there got the T'Shirt.

Faulty 9100,9400 (nvidia card faulty) e1705 (nvidia card faulty), 2x m1710 (nvidia graphics card) 1 x m1730 (nvidia graphics card) 1 x m17x (everything especially 2x nvidia graphic cards! 1 x nvidia motherbord)

waiting for my M17x r2 ATI!!!!! fingers crossed!

 

Hi There

Have reached the end of my escalations and have not come to a satisfactory outcome.

Nobody is intretsed in resolving my issues and compensating me for 4 1/2 months of lack of use of my m17x door stop the service engineer broke.

I have esclated up to global escalations team manager

have now requested under section 10.1 of the basic service agreement for mediation?

has anybody elese done this or know of a UK consumer law expert?

Dell seem to be riding rough shot over UK consumer Law

cheers

 

Hi Mate Study the soga link below .

http://www.johnantell.co.uk/SOGA1979.htm

 

Thank you very much for the link but my case is more complex!

need really specialist consumer law advice.

more along the lines of goods been delivered after being rejected, and then 7 months later the seller requesting the return of the item

and my right to dispose of sell or keep

my right to charge storage

and wether 6 months is a reasonable period of time for collection after notification of rejected items arival by email and telephone

 

You have no right to charge storage unless there is an actually cost to you for storage the item (if there is no cost it would be considered punitive) - you can not win this one.

If it does not work then why would you keep it and who would you sell it to? A judge will only deal in practicalities not "what ifs"

How did you reject the item? Do you have documentation proving the item was rejected before it went into production, (if not you were obligated to recieve and pay for it).

If you rejected it why did you open it? Why did you accept it from the delivery company? How long did you use it before deciding to reject it?

Finally how did you pay? Credit card, debit card, cheque etc.. all have different pros and cons.

Sorry - you are upset at Alienware and you want to extract a pound of flesh, but the law is not really on your side, (and neither is arbitration). Unless you have been very resaonable the law will not be of much help.

 

Dont think its the right place to openly discuss this, will try and pm you although not sure thats possible until you have 10 posts but i maybe wrong

 

nope 10 posts it is

 

I have read your history on the forum in the past so know the deal.Best thing i can suggest is call consumer direct which is .gov they will interview you on phone then if they think you got a case they will directly contact British trading standards on your behalf & will give you a case number straight away.Then trading standards contact you within 3 days to interview you further & pursue your case if Dell has broken law.Thats your best bet.Link below

http://www.consumerdirect.gov.uk/contact

 

Actually, I left my laptop at the Frankfurt Airport once and had to pay for the storage cost as well. I'm not sure how it works in UK though.

 

My Case is very complex and i have kept a large proportion of it off the forums.

I think at the very least they have broken the service/warrenty contract.

no way is 41/2 months a reasonable wait!


have had faulty 9100/9400/e1705/ 2 x m1710/ m1730 / m17x and alienware area51 alx desktop.

really not sure its wise for me to discuss the main point of contentions though

so angry from talking to global escalations manager who for almost an hour offered me nothing at all positive or anyway to resolve any issues i have.

I havent even used the system they sent by mistake despite my m17x being dead.

after six months my disabled friend whos in a wheel chair dell broke due to faulty 7900gs as out of warrenty nothing dell would do.

I have lent her the system for her uni studies.

after more than 7 months i didnt think they wanted it back