*XPS M1730 Problems/Dell Replacement Issues*

Unfortunately, the dell rep didn't call me today. however, i am happy because my new order is up. I hope it went through

 

Woohoo! My status finally changed to "shipped!" I should get my M17x tomorrow! My nearly 10-week journey to Dell hell and back is almost over. I can't wait.

 

Congrats! What was the date of your first order number and the order number of the one that finally went through. I'm trying to figure out when I'm going to be lucky and get my machine!

My first order number date was Oct 23 and the most recent one (which is the 5th) was the 18th of November.

Day 61 and counting

 

I first contacted Dell about my issue on 9/14. The first actual M17x order placed was not until 10/18. After that one got canceled, my second order was placed on 11/4, and finally, 11/12. The order status page is telling me that it's been shipped and I should receive it tomorrow--although it did take about half a day for a tracking number to show up.

 

Well, at least you will be getting it soon. My new 5th order is now in production. Everything seems fine...windows 7, no two os, no vista, right spec, but 1520 dell wifi card. I don't know if i can trust the dell rep that i talked to who lied to me about my configuration. But what is the point of showing 1520 card on the dell web site and they have trouble finding it?
Day 35 and counting XD

 

Wow. They really did not know what they were working out then, did they? Because this is not what they started paying them by the time these centres went mainstream, and that kind of wage is no reason to take up such a line of work. You've got gardeners and true labour-level-workers who earn about the same. Why do I say this? Among a plethora of examples, I will pick only one of my many personal experiences. Because our completely under-cut, uneducated maid--who was a very nice and hardworking lady but still underminded by a classist-society--in Thailand was earning roughtly £ 1.80 a day for cleaning my daily rampage of chaos, which included my pet's excrement. Also, my parents were cheap jerks, so she wasn't being overpaid compared to what was the 'norm' in Bangkok at the time.

I apologise if our cultural views or notions clash. Perhaps I am still not 'English enough' to grasp these ideas without twitching. As far as my views on this go, I knoew full-well of the meaning of this word, and it is that very classist post-modern connotation of this 'word' that puts me at odds with our bourgeois society, who not insist on being called 'middle-class', while the labouring-mass becomes the 'working class'.

I apologise. It's my blue-collar-rage.

You are correct. We should be patient with them, and we should consider that they don't have an easy job on their hands, regardless of wage or class.

 

Here's the funny thing. Minutes after I discovered on the online order status page that my M17x was shipped and I had a tracking number, I got a call from my friendly Dell escalation rep. He let me know that my system was still in production and should be shipped next week. I was like, "But...it says it's already shipped. I already have a tracking number." And then he "checked" on it and he was like, "Oh...yeah...it's been shipped. Thanks for the information!" Right...so now I'm the one giving the Dell rep updates...

 

OK question for the people getting cancelled orders. I'm a bit confused as to when the orders "dissappear".

Is it cancelled once the negotiating is completed or is it on the website as "order received" or "work in progress" or Manufacturing build complete" ??

 

Hi guys,

I received this list of items for my replacement and rep ask me to reply this email with my acceptance of the list. Is that correct? He also mentioned i won't get any tracking number whatsoever but I will receive the box within 14 days. I am not sure if I should press for a tracking number.

Alienware M17X-OCFT for Win 7
Metallic Space Black Base
-Intel(R) Core(TM)2 Quad Processor Q9000 (2GHz/ 1066 FSB/ 6MB Cache)
-17.0" Beyond HD 1200p WUXGA (1920x1200) CCFL Display with TrueLife TM
-6GB 1333MHz DDR3 SDRAM (1 x 2GB + 1 x 4GB)
-1TB 7200RPM SATA RAID 0 (2 x 500GB)
-8X DVD+/-RW Drive with DVD+R double layer write capability
-SLI(TM) Dual 1GB GDDR3 NVIDIA(R) GeForce(R) GTX 280M
-Dell Wireless 1510 802.11n Half Mini-Card
-Dell(TM) Wireless 370 Bluetooth Internal min 1i-card
-Bluetooth Info Mod
-9-cell Primary Battery

 

SO.... I received the alienware today, 2 months of time, countless hours of 1-2 hour phone calls, and it finally arrived

Default nameplate (don't mind really), 260sli, t9600, 4gb of ram (even tho only 3.75 is being used)

I am pleased that i received it but exhausted from it taking so long and having to deal with my university madness as well.

 

mine has said "work in progress" all week. supposed to ship tomorrow.... i doubt it will happen

 

Congrats Philbbit, rep called me yesterday and said my rig is in final stages of build and should be shipping in the next few days!

Day 62 and counting

 

anyone wanna take bets and see if i get my second one before all the people here get thier 1st?

Maybe this time they will remember all my parts.

I do think its rediculous that they are shipping out a second one over a name plate. I mean they cant just send the name plate. Im dell certified tech i think i can manage the 4 phillips head screws that hold it there.

oh well thier problem i guess.

 

mine is still in production I am trying to get a shipping ETA.

 

Awesome! My M17x arrived early this morning. A few days short of 10 weeks from first call to resolution. The funny thing is, I haven't been given any return instructions for my M1730 yet. They can have fun with that--I'm not going to be calling them about it. Anyways, I'm soooo happy to be in m17x land now.

 

Hi it's Jimmythy again,

Does anyone know why the complete reluctance on Dell's part to replacing our old XPS gaming machines with Alienwear? It's not a money issue, my replacments price tag is over $2900...about $1000. more than the AW machine I would have been happy with. The one manager was alluding to some strife between the departments. Do we have any inside information on the way the two branches work together?

 

In the past I have seen where tech support made a decision and it was not excepted by customer service so they kicked it back to TS to fix the problem.

I am just starting my replacement process so I will be ready to engage CS directly if they reject the TS recommendation to replace the system.

 

The Dell Circus continues.

Since I have no point of contact I am expected to keep ringing tech support to check the status of my replacement system.

Last night I called up xps tech support and my express service code wasn't found, the phone system would randomly connect me to another department and then I would be transferred and hung up on.

The chat system wasn't functioning so I was forced to call.

It seems like no one is taking any ownership on the issue.

This morning I was emailed and told that I could contact tech support to find out the status of my case number.

So I have zero control over what replacement they're going to send me. And every day I will have to contact dell to see if they have any updated information.

If they send me a craptastic machine my only choice will be to either reject the shipment or accept it and ship it back with a nice little note on why the replacement machine was unacceptable.

I think the way this is being handled is completely unprofessional.

 

Called Dell they say the ETA for my exchange system is 12/09/09 not sure why it is taking so long.

 

Hello to all former M1730 owners. Before I continue I must warn of the upcoming wall of text.

My 1730 burned out its 2nd video card in 7 months. As we all know the replacement is not available anytime soon. I was offered the "downgrade to 8700 and replacement 8800 when available" option. I told them this was unacceptable, stood my ground and after 2 hours and 8 reps later, I was finally connected to a rep that forwarded a request for system exchange. He called me back about 3 hours later (and said he was on his free time) to advise I was approved and "Dell Dispatch" would call me back to make the necessary arrangements. This all happened Sunday, Nov 15.

I received no calls from Dispatch so I called back Wednesday Nov 18 and his extension no longer worked, another rep was the first to advise me that I was getting an Alienware. Acting disappointed I request the unit’s spec's. She said that she would place a request to the "Dell Dispatch" dept to call / email me.

Again no call / email from Dispatch so on Nov 19th I chat online with Dell customer service, I ask them about the spec, to my surprise they provided me an Order number. It appears that my unit is in production since 11/19, but no Est Delivery date is available.

I then focused my attention to Alienware, so today Nov 20th, I called 1-866-287-6727 and use the option to check on the status of the order. No kidding every time I call, it says a different seemly random date, 12/4, 12/17, 11/30, 11/23, 12/25. I called back and spoke to an Alienware rep, they were of little help but I realize that it only been 1 day since the Order date.

I think I have made significant progress compared to the unfortunate stories posted here, but I am far from confident I'll see the M17x anytime soon.

Being relentless, patient, keep nudging without being pushy and keeping a cool head, have so far worked. If I get an unsympathetic rep (script reader), I keep the conversation short and ask for a Shift/Floor supervisor.

I'll believe it when I see it. I'll post updates.

 

Update:
I have officially received my refund! Oh! Hell! Yeah! *Throws a goat-skull into the crowd and gets sued.*

Seriously, nothing is more comforting than getting back a ton of cash from this ordeal!

Anyway, best of luck to everyone else. I do hope that I won't be joining this thread in the capacity of another M1730 victim, because the rising number is frightening, and I do have another Beast with warranty.

 

Did you buy your 1730 directly from Dell and are you in the states? Both of these seem to be factors in the way owners are being handled

 

I purchased the M1730 directly from Dell and I am located in the States.

 

You should def be getting an m17x, be sure to push to talk to the escalation dept, don't accept tier 1 support and mention the fact that you know that there are no more cards available for the foreseeable future.

 

Greetings from my partially configured M17x!

Now I only need to migrate GBs of files, install loads of stuff, and test out this hardware!

 

I finally got my Alienware M17x... WOW... This thing is 10 times better than my XPS M1730... This notebook is just amazing.. Well builded and it runs like a dream. Everytime I try to run a game like crysis or Ghost recon 2 my XPS took quite a while to start the game . I just sat there and watch the screen flicker 3 or four times and then I would never got the full screen until I press CTRL + Enter. It was very painfull.. I think I just got a lemon from the get go. The alienware is just amazing.. The games start right away and I dont have to tweak the video card for the game to run.. For all the members here waitng for their replacement, you wont be dissapointed . It is worth the wait....

 

Folks who have received their M17x replacements:

This is not the thread to discuss issues or questions concerning the M17x, post benchmarks, etc. This thread is devoted to the folks who are having issues with Dell in obtaining a replacement for their failed M1730.

Please post in the appropriate forum. The M17x Owner's Lounge is a great place to start. There is also the M17x General Info thread which you should take a look at as it has many links to threads which are frequently asked about.

Also, to anyone who is currently awaiting an M17x replacement for their dead M1730, please post issues concerning order cancellation here and NOT in the M17x Order Status thread.

All OT posts have been removed. Thanks for your understanding.

 

Has anyone ever had any luck tracking their replacement through their support history and status page?

 

Mine is still showing in production so I called Dell yesterday and they said that the ETA would be Dec. 9/09 but he said it could ship earlier. It has been over a month since they first said they would replace my notebook.

 

I'm with Kade Storm here - I received my refund this week. From first call to resolution it took 8 weeks.

My impressions from this experience are mixed. Dell certainly need to sort their customer support out, but I don't think that Dell were helped much by Nvidia either.
Lets face it, the 8800 cards were inherently faulty when subjected to the heat cycles experienced in laptops.
Saying that any issues between Dell and Nvidia should never have been burdened by the customer, which Dell have allowed to happen.

I can't help thinking I was lucky to eventually contact a good tech support rep/manager combo - the last Dell tech support rep done a stirling job - in just over a week she managed to resolve the issue that nobody else could sort out in 7 weeks!! So great credit should go to her and her manager, but it shouldn't be a lottery.

I'm glad I have a refund and much preferred than any Alienware replacement...I'm so relieved to finally be out of the Dell loop and their retail customer support policies!! I just hope you guys have more success with the M17x, as it looks like Nvidia are to cease producing all their current hi-end graphic solutions.

I really do wish all you guys still with unresolved issues the very best...don't ever give up fighting

 

Did they give you a full refund?

 

I got a full refund...full credit goes to Dell here:
I sent the computer back (they sent the courier to collect on the day of my choosing) and within 4 working days of them receiving the M1730 the refund had been processed and was in my bank account (without any further intervention from myself).

So from the day I was offered the refund, Dell gets 10/10 for customer service from me. I really can't fault them...just a shame the proceeding 7 weeks completely tarnished my Dell experience.

 

Can someone tell me where the M17x machines are actually built?
I am getting mine delivered to Europe.

I heard a rumour it is built in India, is that a possibility? Seems unlikely as they have a factory in Poland, Europe.
And how long do you think it will take to ship from India to Europe?


Thanx.

 

Shipping between ports, worldwide, is now a very streamlined subject. You should get your machine promptly, regardless of where it has been made.

On the question of where the M17x might be built, I believe it varies. For Europe, most of the Dell machines are now built in Poland; the older models were made in Ireland.

And LynxUK, our situation played out in similar fashion. However, they jerked me around for a good three months before actually giving the refund. Also to note, once the laptop was picked up, I did not receive any contact from Dell. Over a week and a half had passed since the collection. Naturally, it matches your time-frame as well, but they did not acknowledge any of my follow-up e-mails, which had me worried.

When their tactics appear clandestine, it starts to feed my paranoia about their real motives. Given how long they had taken to get things this far, I had a very powerful feeling in the back of my mind that I would not be receiving my refund within this year.

However, it was just their luck as I was getting a bit impatient, and had prepared myself to send them another e-mail, but before I did that, I wanted a fresh bank statement confirming that I had received nothing. It was then that I had the pleasant surprise to find that the funds were already sitting in my account a day earlier.

I am just glad to be out of that messy situation.

To be frank, I do blame them on the bad management. It's the fact that people are getting jerked around and they cannot be forthcoming enough to admit certain facts. Sad, but true.

 

Alienware machines for Europe are made in Limerick, Ireland, as can be seen on the packing slip details for the order.

I believe other non-Alienware machines are now made in Poland after Dell closed down their (non-AW) plant in Ireland earlier this year.

 

Limerick, Ireland has been closed, but they didn't change adresses so you still see it on your order. Poland took over all that production.

A rep told me Alienware's are being made China too, if they are short on parts in other locations, so that will take at least one week to get here...I guess...

We'll see how it works out, just glad I got replacement in the 1st place.

 

Yep, you're right. The M17x replacement I got said that it was made in China.

And about my replacement...they botched my GPU configuration. It's a single 260M GTX, even after I made multiple calls and was reassured multiple times (even in Dell chat) that the config they gave me was for dual SLi 260M GTX cards.

And the Dell escalation rep I'm dealing with is off until Tuesday. I'm gonna leave a message ASAP though. Think I can rope my way into some 280M GTX cards since they screwed up, and it's 10 weeks in for me? And if anyone knows, will they send another new system or will they simply send the correct parts?

 

From what I've read they will send you the 2nd card and the SLI cable...
Maybe if you push you'll be able to get the 280's in.

Didn't they send you an email stating the config you where getting? Including Dual 260's? Or they just told you on phone?

 

you may remember me from a while back

short update as of this moment

my xps failed on the 2nd of september .After many many phone calls lies and downright rudeness from their so called customer services team i finally agreed a full refund including the 2 year warrantee extension they sold me after my machine broke.
My xps was collected on the 9th november and as it stands now there is no refund in my account . I managed to get 3 confirmation emails from the manager saying they would refund etc etc. but thats it nothing since . i notice on the us site there`s a page you can use to follow up where your refund is but i cant find it on the uk site . any ideas?
I will be so glad when this is finally over i.e when the money is in my account and i can say goodbye to the worst CS i have ever dealt with .

 

They sent me an order number, which I could look up online and see the specs. When I first got the specs, it didn't explicitly say that it was the SLi config, and I tried to confirm it on this board, and I thought it was. And then I went to Dell chat, and they confirmed it further! And I still got sent a single 260M. Ughhh...

 

Depending on type of courier and freight service, goods from every corner of this planet can be at your door step--at whatever corner of the planet--in under 48-hours, provided that you take Iraq and Afghanistan as exceptions. Lawl! Laptops have been shipped from Singapore, and arrived within a few days here in United Kingdom. Similarly, laptops have been dispatched from Poland, and arrived in U.K. over a week-late. Geography is moot in these cases.

Anyway, there is no concrete way to track your refund in U.K., sorry. You have to take the manager/rep's consent. Keep record of the e-mails and treat them as confirmation. Wait it out a little longer, and if you get nothing, send your manager another e-mail asking for an immediate update along with a deadline that you expect to hear something useful from them. If that fails, pack in those confirmation e-mails of the refund as forwarded attachments, and send them as a carpet bomb to the executives.

 

I sent an email to the dell rep asking about the dell 1520 wifi card. he said it will not cause cancelation because it is compatible with W7 (?) That is strange...It caused cancelation for my first 2 orders were becasue of shortage....ummm But my order is still in production and i called three times to the order checking that told me that my system will be shipped on 11/23/09. I know i cannot trust the phone system.. I just hope that it will be shipped some how and NO MORE CANCELATIONS PLZ.

 

to Dazr,

Ring, Ring and RING, don't get off the phone until someone tells you where your refund is, have you got proof from the courier that you handed over the laptop?

If the they took it on the 9th allowing a day or 2 for it to land would be the 11th and it's now the 22nd, thats way more than enough time to process a refund.

 

Mine went from in production to delivery preparation today so maybe I willl see it this week.

 

Oh my gosh!!! my replacement system is in the boxing stage. Yahoo!!! No more cancelations. It estimated my deliver date will be around december 1 because of the Thanks Giving holiday

 

My system has shipped no shipping info yet but I should receive it this week!!!

 

i told you all to relax, things will work out. I really like my M17x, but i hate the touchpad, using a mouse is now my thing i do, the XPS had a much better touch pad but i still would not trade it for the alienware.

 

Congrats to those all finally getting their replacements. It doesn't excuse the service, but the machine overall is fantastic.

 

Touchpad is total junk. What were they thinking, 20£ more for a proper one? whatever. Grats on the new machine(s).

 

UPDATE

Still no estimated shipping date on the Dell "My Account" web page. The Alienware automated order tracking system describes my order is being in production but still produces random dates for est shipping date.

Spoke to a rep today, the est ship date is Nov 24 but also randomly changes for him. He says to keep in contact with him and he sends me an email. That email indicates that the order is confirmed but production will start once the payment is approved. I am now waiting for his reply to my "what the heck is this" email. Sigh