WARNING- to those in Replacement channel you may not get an XPS

Ive been fightling tooth and nail all day with Dell who just sent me an AW m17x to replace my fault riddled XPS16- after many esclations and managers - the manger whos on my case now says its either a Alienware 17 or a refund.. Well the thought of a refund is nice - But i then get none of the upgrades i was promised.. So How is that a solution? Waiting again for another call - after i told them to just order me a new machine- Their reply was you can order a new machine with your refund. What company in the right mind puts the cash back in the hand of an un-happy customer- Remind me again why i would buy another Dell? - Im asking for the system i was promised, that is all. If i get my cash I will not get another one, and i will expect that Dell would compenstate me for all the time ive spend trying to get this right..

From What Dell said - due to the high number of repeat system exchanges for the XPS 16 - they find it best to FORCE the customer into a heavyer, Uglier, less configured system, oh i think not...

 

I myself am waiting for a replacement and would be so happy if it were an AW...

 

they really said uglier, heavier, and less configured lol

 

Well you are probably getting one- I think im taking the refund and get a Macbook pro

 

Well - my words......

 

Raether,

What were your specs on the XPS vs the AW?

 

Lol well i wish they would send me one.... i too am still getting the run around with parts that are sub par than my current config

 

XPS- t9800, 4gb, 500gb, 1080p, Red, blu-ray. 1510
AW- p8600, 4gb, 250gb, uwxga, black, DVDRW, 1510,

The Refund amount is 1538.00 - So dell wants to hand that back - come on

 

What was your factory shipped specs from dell though?

 

Yeah that is pretty poor. I will be pissed as well if my specs are lower than what I currently have.

Of the 15-20 days estimated, how long did it take yours to come in?

 

mine was offered on 3/17 - will be delivered- ( and refused) tomorrow

 

What about the Adamo for a replacement ?

 

How could Dell possible think it would be OK to send you a lower spec'd computer? I truly just don't understand...

is it because they think that since its an alienware which could by some be considered a nicer computer that you would be ok with it? Personally I would never purchase an alienware because I would be too embarrassed to be seen walking around campus with that huge ugly thing, not to mention i practically don't even play games on my laptop (granted i have a very problematic m1330 that has already have 5 motherboard replacements).

I mean...those aren't just worse specs...those are a lot worse...

 

allready shopping - Sony, apple for a replacement - ill pull my upgrades out of this to put in something else

You know i noticed since monday a very short supply of XPS16 on the outlet site- i was worried that something was brewing

 

I wouldn't really think that the Adamo could be compared to the XPS 16...other than the fact that they are (or at least are supposed to be) both nice expensive laptops...

 

Yeah, you can't custom upgrade your unit and use that as the basis for return/exchange value. What did your original Studio ship with? That is what Dell is comparing their replacement offer to.

 

just the processor and bluray were added by me- Dell upgraded the LCD- and the harddrive-

However- i will ship back the machine as it sits here now-

last - mine was bought Dec 7, 2009 for 1538 total- so in 3 months time- they are replacing mine with a refub. which for the same 1538 gets a whole lot more machine.

 

Just got another call back- they are going to get me a XPS 16 - lead time- who knows. i think the issue is they ran out of them-

I think ill just take the $$ and get something else.

 

Can anyone else give us specs on what they have had their XPS replaced with, as well as their previous setup?

 

There is a dedicated thread for that:
http://forum.notebookreview.com/showthread.php?t=471228

 

Thanks ; )

 

Take the aw and run. even in that config its worth way more that your current pc.If you dont like the best built best cooled and best looking laptop in the world just sell it on ebay and buy a g@y @ss apple.

 

God... who wants one of THOSE. lol

 

Well the refund that was offered would net me more then the AW on ebay- No not getting an Apple- was looking at Sony, no 1080p screen-

I was resistant to a refund because all the upgrades that were added and offered along the way would be lost-

I received from Dell a 1080p screen, 500gb Hdd, and offered in the new system 6gb ram and a 1647.. before the AW was ordered and sent- so Dell is also not following through with their promises.

 

Well this should be interesting then. I have been through 2 s xps 16 replacements in the past 2 months and was just approved for a 3rd replacement today. I have no idea what they will be sending.... All I know is I was told it would be a new build. Hopefully that turns out to be true. These refurbished warranty system exchanges have horrible quality control.

 

What are you having issues with on all of these systems to get them completely replaced?

 

The 1640 was replaced because going from a nvidia 8600gt to an ati 3760 was a downgrade. Support insisted that the only was to get an ati 4760 was through a system replacement. Thus came the 1645.

The 1645, has usb, bluetooth and wifi issues. Multiple chat session to update drivers, and 2 dispatches to replace the motheboard, bluetooth card, and wifi card with no fix equals current system replacement that just started.

 

You should definitely get like or better with an exchange. It should, at a minimum, have similar or better specifications.

Essentially, the XPS line was dropped in favor of Alienware, which is why you can't find them easily anymore.

My suggestion would be to submit an escalation here: https://support.dell.com/support/to...t/dellcare/outstanding_issues?c=us&l=en&s=gen

If you don't like the Alienware and if you don't game, I would suggest moving to a Latitude or Precision.

 

I am definately going to submit an escalation to the unresolved issue dept. Question though, which one should I pick, Customer support or Tech Support. I am leaning towards Tech, but I wasn't sure where people have had the most luck.

 

They wanted to replace my 1340 with a Studio 14, ... I was like hell no, I paid for XPS so I want another XPS, lol they stopped me dead in my tracks

 

So what'd ya settle for? Or did you get what I got, "call back in a week sir and we will be able to have the specs for you.."?

 

Ii did not want a Studio 14 so I just told them to send a tech to fix my issues

Should I try again ?

 

They are sending me a Alienware M15x to replace my XPS M1530 i couldn't be any happier

 

That depends, what is the problem with your system? If it is an issue like those of us with the 16XX series that is apparent on ALL of them, then yeah I would ask for an upgrade, whatever that may be to you..
.

 

Just got a call in reply to my email to the corporate office in Austin,... I have been assured that i will get an XPS 16 and all my issues would be addressed.

hope its not more broken promises

 

Wow. I just got off the phone with a lady named Donna from Dell's Executive office. She had a huge attitude and was very rude.
Below is the 15x machine she wanted me to authorize. I told her absolutely not and I asked to speak with her manager. I told her I expected her to build the 15x off the specs of my current 1645 I was sent. I really don't think that I am asking too much. I was told to expect a call back in 24-48 business hours. My current config is in my sig.

224-8215 1 Alienware M15x, Cosmic Black
310-0173 1 Airborne Documentation, System Exchanges,Factory Install
312-0205 1 Primary - 6-cell (56Watt) Lithium-Ion Battery
313-8565 1 Slot-Load Dual Layer DVD Burner (DVD+-RW, CD-RW)
313-8791 1 AlienFX Color, Mars Red
313-8944 1 5.1 Channel Audio
317-2403 1 4GB Dual Channel DDR3 at 1066MHz 2 x 2048MB
317-3834 1 Intel Core i3-330M 2.13GHz (3M cache)
320-0934 1 15.6-inch WideHD+ 1600x900 (900p) WLED
330-6175 1 Standard Nameplate
330-6348 1 Automatic Updates: On
341-9753 1 320GB SATAII 7,200RPM
410-0203 1 McAfee VirusScan Plus - 30-Day Subscription
410-1882 1 ADOBE ACROBAT STD 9.0 English-French BND
410-1883 1 ADOBE READER 9.0 MULTI- LANGUAGE
420-6436 1 PC-Restore, Dim/Insp
420-9691 1 DataSafe Local BackUp 2.0 Basic
421-1304 1 CyberLink PowerDVD 8.0 Software
421-1305 1 Nero 9 Media Burning Software
421-1360 1 Steam and Portal Factory Installed
421-1400 1 Genuine Windows 7 Home Premium, 64bit, English
421-1586 1 Alienhead Chrome Red
421-1590 1 Alienware Command Center Software
421-1596 1 Alienhead Chrome Red
421-1721 1 Soft Contracts,Banktec Care,Alienware
430-0684 1 Internal Bluetooth 2.1 Mini-Card - 2.1 Enhanced Data Rate
430-0686 1 Intel WiFi Link 5300 802.11AGN Half Mini Card
__________________

 

Let us know what the manager tells you : )

 

I was just sent the follow specs. I replied back that it was still missing the 1080p display and the BluRay dvd-rw. I told her I could let go of the 1080p display but I really wanted to keep the BluRay dvd-rw. Waiting to hear back.

310-0173 1 Airborne Documentation, System Exchanges,Factory Install
317-2396 1 Intel Core i7 720QM 1.6GHz (2.8 GHz Turbo Mode, 6MB Cache)
317-2400 1 6GB Dual Channel DDR3 at 1066MHz 1 x 2048MB + 1 x 4096MB
320-0934 1 15.6-inch WideHD+ 1600x900 (900p) WLED
341-9754 1 500GB SATAII 7,200RPM
313-8791 1 AlienFX Color, Mars Red
421-1590 1 Alienware Command Center Software
421-1400 1 Genuine Windows 7 Home Premium, 64bit, English
420-9691 1 DataSafe Local BackUp 2.0 Basic
420-6436 1 PC-Restore, Dim/Insp
421-1586 1 Alienhead Chrome Red
410-1883 1 ADOBE READER 9.0 MULTI- LANGUAGE
313-8565 1 Slot-Load Dual Layer DVD Burner (DVD+-RW, CD-RW)
421-1304 1 CyberLink PowerDVD 8.0 Software
421-1305 1 Nero 9 Media Burning Software
313-8944 1 5.1 Channel Audio
430-0686 1 Intel WiFi Link 5300 802.11AGN Half Mini Card
330-6348 1 Automatic Updates: On
410-0203 1 McAfee VirusScan Plus - 30-Day Subscription
312-0206 1 Primary - 9-cell (85Watt) Lithium-Ion Battery
421-1721 1 Soft Contracts,Banktec Care,Alienware
430-0684 1 Internal Bluetooth 2.1 Mini-Card - 2.1 Enhanced Data Rate
421-1596 1 Alienhead Chrome Red
421-1360 1 Steam and Portal Factory Installed
330-6175 1 Standard Nameplate
410-1882 1 ADOBE ACROBAT STD 9.0 English-French BND

 

I just heard back. I am getting the BluRay upgraded added the above config.

I will post the Specs once I get the confirmation email back.

 

That's pretty nice..Did you originally have a BD Player with your 1530?

 

Not the orginal config, but its on my current S XPS 1645. I argued they are warranty replacing my current machine not my 1530. They already had a chance to replace my 1530 and sent me an inproper config with a downgraded GPU.

 

I lost the i7 but got the 1 gig gpu and bluray. What do you think

Alienware M15x, Cosmic Black
1 312-0206 Primary - 9-cell (85Watt) Lithium-Ion Battery
1 313-8569 Slot-Loading Dual Layer Blu-ray Reader (BR-ROM, DVD+-RW, CD-RW)
1 313-8791 AlienFX Color, Mars Red
1 313-8944 5.1 Channel Audio
1 317-2400 6GB Dual Channel DDR3 at 1066MHz 1 x 2048MB + 1 x 4096MB
1 317-3838 Intel Core i5-540M 2.53GHz (3.06Ghz Turbo Mode, 3M cache)
1 320-0934 15.6-inch WideHD+ 1600x900 (900p) WLED
1 320-0938 1GB NVIDIA GeForce GTX 260M
1 330-6175 Standard Nameplate
1 330-6348 Automatic Updates: On
1 341-9754 500GB SATAII 7,200RPM
1 410-0203 McAfee VirusScan Plus - 30-Day Subscription
1 410-1882 ADOBE ACROBAT STD 9.0 English-French BND
1 410-1883 ADOBE READER 9.0 MULTI- LANGUAGE
1 420-6436 PC-Restore, Dim/Insp
1 420-9691 DataSafe Local BackUp 2.0 Basic
1 421-1304 CyberLink PowerDVD 8.0 Software
1 421-1305 Nero 9 Media Burning Software
1 421-1360 Steam and Portal Factory Installed
1 421-1400 Genuine Windows 7 Home Premium, 64bit, English
1 421-1586 Alienhead Chrome Red
1 421-1590 Alienware Command Center Software
1 421-1596 Alienhead Chrome Red
1 421-1721 Soft Contracts,Banktec Care,Alienware
1 430-0684 Internal Bluetooth 2.1 Mini-Card - 2.1 Enhanced Data Rate

 

That rig sounds ( . )( . )s......... I can't wait to see what I get : )

 

4670 isn't a downgrade from an 8600, but who cares right

 

Well after over 3 weeks of waiting on an exchange of my failed M1330 which had onsite next day nights & weeks service.
I received a call from Dell offering a Studio 14 as a replacement.
Step down on the model line up

Mind you this M1330 had a $575 2.6GHz upgrade to the cpu when originally ordered and the total invoice came out to just under $2400.

Dell refused to make any kind of XPS or AW offer, it was a choice of two options.
#1 Studio 14
#2 FULL REFUND

I even asked to speak with a manager, asked him if he could see the original order and the priced paid, he could. $2k +

I asked that i am willing to give Dell the opportunity to keep them revenues from the original sale if they work a better offering such as a XPS or AW or something from the business line.

He said they cannot do that
I asked whom in their right mind with my config and original price paid would take this studio 14 offering when i could buy one with the 100% refund and have many extra $'s in my pocket.
Or to some other brand....

So it seems after over three weeks of wasted time waiting, Dell makes this silly studio offer, what took so long with a two choice offer and why not be given it from the get go...

In the end, i will be more than happy for my $2400 back, thank you, do it promptly before i file a small claims action for wasted time and failure to meet the onsite next day nights & weekends warranty breach...
The final judgment with damages would likely far exceed the $2400.

 

I sure hope they are listening to us all who feel your pain brotha

 

WHY would Dell give $$ back - that is Corporate stupidity... Here sir i know we could not get you the system that you wanted- here is your 2400 back - Please go to Dell.com and use your money on a new Dell, when we failed you on the last one...

Bird in the hand Dell- Pulled the same on me

 

Dell wanted to schedule a pickup and could not tell me when the refund would follow time wise and said the refund department would call me in the next day or two.
I said, have them call me and once i have the answer, then we setup the pickup.
Meanwhile i will hold this in the event further actions are required.
I am not in the mood for more wasted time.
I also said that there will be no need for a paper check, an electronic deposit made into my account will be very fast.

I use a checking account as a buffer account for paypal and such.
I call in my safe account, never had checks printed for this account, yet it keeps vendors and such out of your main accounts and lets you still manage/transfer monies into/out of the account online

I have no idea as to why Dell would conduct business this way unless they are charging it to Nvidia's tab or they are short on time/parts?

I did ask that now that i have accepted the 100% refund option, Dell is not going to call me back in a day or two with another computer offer and pull the refund, the manager said no they will not.
If they do, it is time to file.

 

Dell deserves to suffer financially. Idiotic solutions to a crappy computer doesnt foster a promising future for Dell.

 

I agree the 4670 isn't but the 3670 was..... Thats how i got the 1645 upgrade from the 1640.