*XPS M1730 Problems/Dell Replacement Issues*

I'm getting a new system too.. Not a refurbished... And it got pushed through also... I'm hoping it will be in boxing stage by Tuesday

 

Not sure, but that's Dell for ya.

Under my exchange service call number it says the following:

Service Call Summary
Description: REQUIRES USAGE SUPPORT
Service Call Number: *********
Initiation Date: 3/24/2010
Last Updated: 4/6/2010 12:00:00 AM
Call Status: AUT
Call Type: EXG
Service Ship Date: Not available

There is no shipping information associated with this Service Call at this time.

There is no parts information associated with this service call at this time.

It says updated on 4/6, but up until yesterday it said last updated 1/1/0001 and was still pending (PND).

 

Mine Shows:


Description: TECHNICAL QUESTION
Service Call Number: *********
Initiation Date: 3/25/2010
Last Updated: 4/6/2010 10:40:00 AM
Call Status: AUT
Call Type: EXG
Service Ship Date: Not available

There is no shipping information associated with this Service Call at this time.



There is no parts information associated with this service call at this time.

 

@Leah + izpirikitik

It will change from AUT to PARTS ORDERED and it will show that you have 2 parts (the motherboard and the chassis) at that point you can call in and have the order number given to you. When you do this it'll show your full system specs and will keep you updated. Call in tomorrow though asking for it and you might be in for a pleasant surprise!

Remember that if the specs weren't what you agreed upon get the laptop in FIRST, and then call Dell so it doesn't get delayed! At which point you can haev a tech come within 48 hours to add what the builders missed (at this point you have your broken m1730 to bargain with).

 

So I just contacted Dell chat support to see if I could get an order number or any additional information about my exchange and the agent said that "it will take 15 business days minimum to get any information" and also that "usually the system exchange will take 4 weeks and you can get the information by three weeks." Minimum.

It's all who you get to talk to with Dell--low level support agents like this always seem to give you the runaround as opposed to the random managers who will get things done in a snap. Anyways, this Wednesday is the three week mark, so I'll press them for information then.

 

Keep us posted! They'll stall unless you're firm with them. Of course if they say how many times I called and had chat support within those 48 hours their heads would spin!

 

Pressure is the key... Plus u paid for the warranty... Stress that fact...

 

If you talk about the warranty to much they'll tell you that they didn't have to replace the system and that it's being processed normally.

These reps are sometimes bipolar so just being persistent and keeping them on the phone until they're out of their mind is key

 

I talked about paying for nxt day service and that it was their fault the gpu was unavailable not mine... Also state that they were the ones that upgraded me to the system but all I care about is having a stable system for School... That seemed to work..

 

Leahy,

I just got off the phone with one of my point's of contact who said they'd be happy to help you out.

Since I can't post contact information on the forum please shoot me a private message.

 

I checked my Dell account today and saw a new order was created.

Here is what's in the order (M1730 specs in sig):

1 224-8107 Space Black - Anodized Aluminum $0.00
1 310-0173 Airborne Documentation, System Exchanges,Factory Install $0.00
1 313-8792 AlienFX Color, Quasar Blue $0.00
1 313-8944 5.1 Channel Audio $0.00
1 313-8977 8X DVD+/-RW Dual Layer Drive,QuickSilver $0.00
1 317-3657 Intel Core i7 720QM 1.6GHz (2.8 GHz Turbo Mode, 6MB Cache) $1710.00
1 317-3660 4GB Dual Channel DDR3 at 1066MHz $0.00
1 320-8856 17-inch WideUXGA 1920 x 1200 RGB LED (1200p) $200.00
1 320-8858 Dual 1GB ATI Radeon Mobility HD 4870 in CrossfireX $300.00
1 330-0171 S and P Drop-in-Box Marcom forDHS Notebooks $0.00
1 330-3924 Name Plate Engraving $0.00
1 330-6106 Personalized Nameplate Trigger $0.00
1 330-6348 Automatic Updates: On $0.00
1 330-7841 Alienware M17x 240W A/C Adapter $0.00
1 342-0667 320GB 7,200RPM SATA-II HDD $25.00
1 410-0204 McAfee VirusScan Plus - 15-Month Subscription $89.00
1 410-1883 ADOBE READER 9.0 MULTI- LANGUAGE $0.00
1 420-6436 PC-Restore, Dim/Insp $0.00
1 420-9691 DataSafe Local BackUp 2.0 Basic $0.00
1 421-1304 CyberLink PowerDVD 8.0 Software $0.00
1 421-1305 Nero 9 Media Burning Software $0.00
1 421-1400 Genuine Windows 7 Home Premium, 64bit, English $0.00
1 421-1573 Alienhead 3D $0.00
1 421-1591 Alienhead 3D $0.00
1 421-1721 Soft Contracts,Banktec Care,Alienware $0.00
1 421-2261 Alienware Command Center, M17x $0.00
1 430-0628 Bluetooth 2.1 with EDR $0.00
1 430-3739 Intel Ultimate N WiFi Link 6300 a/g/n 3x3 MIMO Technology $60.00

**My M1730 has the Intel 4965 WLAN Card, so that's why the upgraded WiFi card is in the order.

I didn't contact Dell today or anything to prompt this, so it looks like they finally got around to it. No EDD available right now.


I'm very pleased with the order--it's a major upgrade. FYI for others, I didn't have to fight for the 4870's (or the processor), which is nice.

Edit: Thanks for the help d4551--just saw my order as you posted. Everything looks good now, but I'm debating whether to ask for a SSD just to see.

 

Remember when I said "Call in tomorrow though asking for it and you might be in for a pleasant surprise!" haha like I said a little bit of good karma goes a long way!

I'd ask for the SSD and whatever else you can get, you'll have to talk to an escalation / gold techie for that since the order has already been created. Just say that it's the closest to the upgrade that you purchased on your initial system

 

the m17x comes with bluetooth right? My stats do not show bluetooth like leahys...

 

yes, the m17x comes with Bluetooth...

 

great news for you Leahy.

Now all u need to do is relax and wait.

got no updates for me still

do u hve any plans on what to do with your name plate as well?

 

From the looks of it, an order should be coming your way very soon izpirikitik--just keep checking your account.

I don't have any plans to ask about the nameplate. I don't mind if it just says M17x.

 

well, my agent was right about be getting my Windows disk and Intel wireless card(s) first.

Yeah, they sent me 2 Intel 6300 wireless cards. It's even funnier than that though. For some reason, the agent processed 2 orders for the cards - one of which was canceled. Which makes sense, why would they send me two cards? Well, they shipped two and both boxes have the same order/service/dispatch number on them...

I'll have to ring Dell later and ask them about it...

 

Great news guy!
My 3 week estimate just had an advanced escalation done! Since they were unable to locate any additional 500gb hdd's they asked if I'd like to go SSD!

I should be getting my rig in a 5-6 days now! All I have to say is having a corporate marketing biggie help you out is how to get stuff done!

 

how did you do this??? do you have a point of contact?? i have a 500 gb in my comp too

 

Lets just say a have a few special emails that I use when I need stuff done

 

whoah! sweet..

i just wish an order number will be generated soon for me.. no updates yet whatsoever

 

Yea seriously, how did you get this? I am also in the escalations like you and have a system with a 500GB HDD that is supposed to be in production. Regarding the SSD, did you get offered a 256GB SSD or a 128GB SSD?

 

2 256's lol the guy didn't know the difference between an SSD and a regular HDD. I'll update you with pictures of specs of everything when I'm done. With some knowledge, mentally nudging the foreigner in the right direction to give you what you want and having contact information to the higher up's you can get very far

BTW Ramatar let me know how that information I gave you worked out

 

Could you also give me the person's contact? Im going to have a try at getting those SSDs.

 

goten no luck... all they do is try to route you to a different department

 

Once again ramatar you can't just listen to what they say, you have to tell them what you want and not let them transfer you, don't take no for an answer.

People, lets see some oomph!

 

just finished my short and successful battle with dell.
My 1730 8800gtx sli took a crap on me late march, dell immediately told me that there were no 8800s to be had so they would process an exchange for a m17x. I had it escalated to a supervisor who promised a tech would come temporarily install 8700 sli into my lappy to keep it working until i get the alienware. It took about 3 weeks for the order to go into production.

Original specs-

1 H097C Base, Notebook, CPEN, X9000, M1730
1 N386D Processor, X9000, 2.8, 6MB, Core Penryn, C0
1 WP008 Module, Accessory, Binder, M1730 England/english, Dell Americas Organization
1 WX695 Module, Adapter, Alternating Current, 230W, Delta - Ac Adapt World Wide
1 FT348 Module, Assembly, Base, M1730
1 XG487 Module, Battery, Primary, 80WHR 9C, SANYO
1 0293D Module, Cord, Power, 120V, 6 Ft
1 KX954 Module, Card, Graphics, IUPGA5C G92, Scalable Link Interface
1 HU144 Module, Card, Graphics Physics Processing Unit, 128MB, Notebook
1 YY220 Module, Card, Network, 4965 Inspiron, Most Of World 1
1 PK478 Module, Card Circuit, Network Combo, Windows Vista Os, SiberiaDell Americas Organization
1 TC714 Module, Dual In-line Memory Module, 4G, 667, DDR2, 2X2G, 200
1 NW220 Module, Dvd+/-rw, 8X, Ide (integrated Drive Electronics), M1730, TOSHIBA SAMSUNG STORAGE TECHNOLOGY...
1 T409C Module, Hard Drive, 250G, S2 FJTSU-M160, Inspiron
1 UY392 Module, Information, Liquid Crystal Display, Cover, WCMRA Corsica/Gilligan/Sapporo/Yebis
1 WJ380 Module, Information, NO RAID Inspiron
1 RR009 Module, Insert, Plastic, Blue Liquid Crystal Display, M1730
1 UW429 Module, Keyboard, 101, United States, M1730, Dell Americas Organization
1 D662C Module, Label, Intel, Notebook Santa Rosa Merom, Core Penryn External
1 WW439 Module, Label, Microsoft, WindowsVista Os, Premium, Small
1 NX693 Module, Liquid Crystal Display 17WU, W/CMRA, M1730, SHAR
1 FY892 Module, Media, Digital Video Disk Drive, Resource Dvd XPS-M1730
1 PU575 Module, Remote Control Notebook, Mobile 2008
1 JN197 Ship Group, Notebook, United States, M1730, DAO-MDS
1 J019D Module, Software, DELL-DOCK Consumer
1 P350D Module, Software, Dell Media Direct, 3.5, Kit, M1730
1 CY416 Module, Software, Dell Media Direct, 3.5, Operating System
1 CY419 Module, Software, Dell Media Direct, 3.5, SIBERIA
1 XM544 Module, Software, PC-RESTORE Transactional Line Of Business
1 H081D Module, Software, Quick Fix Engineering, VHP32SP1, Consumer Notebook
1 GM519 Module, Software, ROMMEL Inspiron
1 Y573C Module, Software, Roxio, 10.2 Dell Edition
1 P166F Module, Software, VHP32/64 Certificate Of Authenticity
1 D050D Module, Software, VHP32SP1 Consumer Notebook, England DAO/BCC
1 K838F Module, Software, VHP32SP1 Digital Video Disk Drive, MUL5 Dao/bcc
1 PN175 Module, Software, Works, 8.5 English
1 WT928 Module, Tuner, TVT11, Express National Television Systems Communications, ATSC
1 WK011 Service Install Module, Intel Matrix Storage Manager, M1730
1 CW774 Service Install Module Software, Inspiron, M1730
1 JN197 Ship Group, Notebook, United States, M1730, DAO-MDS
1 6Y662 Module, Software, Soft ContractsConsumer, Complete Care
1 9Y457 Module, Software, Soft ContractsQualxserve


NEW specs-
1 224-8107 Space Black - Anodized Aluminum
1 310-0173 Airborne Documentation, System Exchanges,Factory Install
1 313-8570 Slot-Loading Dual Layer Blu-ray Burner (BR-R, DVD+-RW, CD-RW)
1 313-8792 AlienFX Color, Quasar Blue
1 313-8944 5.1 Channel Audio
1 317-3658 Intel Core i7 820QM 1.73GHz (3.06GHz Turbo Mode, 8MB Cache)
1 317-3660 4GB Dual Channel DDR3 at 1066MHz
1 320-8856 17-inch WideUXGA 1920 x 1200 RGB LED (1200p)
1 320-8858 Dual 1GB ATI Radeon Mobility HD 4870 in CrossfireX
1 330-0171 S and P Drop-in-Box Marcom forDHS Notebooks
1 330-3924 Name Plate Engraving
1 330-6106 Personalized Nameplate Trigger
1 330-6348 Automatic Updates: On
1 330-7841 Alienware M17x 240W A/C Adapter
1 342-0677 640GB Raid 0 (2x 320GB 7,200RPM HDDs)
1 410-0203 McAfee VirusScan Plus - 30-Day Subscription
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
1 421-1573 Alienhead 3D
1 421-1591 Alienhead 3D
1 421-1721 Soft Contracts,Banktec Care,Alienware
1 421-2261 Alienware Command Center, M17x
1 430-0628 Bluetooth 2.1 with EDR
1 430-3688 Dell Wireless 1520 802.11n Half Mini Card


I contacted them about giving me an i7 820, and politely requested that they change it to a 920xm being that the original processor was an extreme edition. They escalated it and said they can do it, but it will take 3-4 more weeks to cancel and resubmit the order. I offered to swap the processor myself after delivery and they agreed. One thing i learned doing this whole process is being articulate, being polite, and being firm can go a long way.

 

@dustinw:

How long exactly did it took you from the day your system exchange was initiated until you got your order number with the specs?

Im on my 22nd day ; 15th Business day and no udpates at all.

Is this normal or should i be worried?

Thanks.

 

That sounds a bit long, I was told 5 days by a rep, and 10-12 business days in an email.

 

This is for refurbs, it's customary for the new replacement to take on average 21 days. Currently they have a shortage of 500gb hdd's (can negotiate for 2 320's in raid 0) and keyboards which you're pretty much stuck with until they get the parts....

Btw ramatar glad I could help so keep us all posted

 

+rep for d4551... you da man

I havn't heard anything back... but the person that contacted me... sounded like they actually gave a

 

thats just for the order to be created though. they said the entire process will take 2-4 weeks.

 

See the key is to just get a "special" extension and just keep escalating it up baby! They'll tell you they can't or won't help you but refuse to take their answer and just keep them on the phone, stall and be firm and they'll crack, they always do

 

+rep for d4551 ..

 

Get an order generated yet izpirikitik?

 

The key guys is just making sure that you don't give up and that you're firm, they will try to break you, lie and offer callbacks that never occur.

The extension I gave you is their corporate resolution team and the email was to somebody who has equally as much power. Remember to post up on here when they tell you your specs!

 

I think by now, people know what to do and how to handle the replacements, seeing that there were so many posts regarding the steps.

And when you say, "The extension I gave you", what exactly are you talking about as you never gave out the information? I have also asked you about this, but was ignored...

 

owned... maybe he didn't realize

 

Sorry if this comes across as mean but I don't like being put down for trying to help people but lets review:

1) You NEVER sent me a private message so how could I have known you wanted the information (You're nowhere in my message box at all)?

2) I can't post contact information on the forum it's against the rules so that's why people message me.

3) I've helped about 13 people so far, almost everybody has had their issue escalated and are in the works to have their laptop replaced.

4) My experience has varied greatly from that of other people on this forum and sometimes with time there are changes in policy and methods so I was posting my experience.

5)I don't gain anything from helping out so there's no reason to attack me.

Any other questions or concerns that I can address?

 

+1 d4551

goten just pm him

 

@Leahy: Dell called me today and informed me about my order which went to "in production" Status.

So i guess I don't have to call d4551's guy anymore. However i would like to point out that d4551 went out of his way, spared some of his precious time and has been so much helpful.

see my sig for "OLD Specs"

New Specs Below:

**************
Nebula Red - Special Edition - Anodized Aluminum
Airborne Documentation, System Exchanges,Factory Install
Slot-Loading Dual Layer Blu-ray Burner (BR-R, DVD+-RW, CD-RW)
AlienFX Color, Quasar Blue
5.1 Channel Audio
Intel Core i7 920XM 2.0GHz (3.2GHz Turbo Mode, 8MB Cache)
8GB Dual Channel DDR3 at 1066MHz
17-inch WideUXGA 1920 x 1200 RGB LED (1200p)
Dual 1GB ATI Radeon Mobility HD 4870 in CrossfireX
Name Plate Engraving
Personalized Nameplate Trigger
Automatic Updates: On
Alienware M17x 240W A/C Adapter
512GB Raid 0 (2x 256GB Solid State HDDs)
McAfee VirusScan Plus - 15-Month Subscription
ADOBE READER 9.0 MULTI- LANGUAGE
PC-Restore, Dim/Insp
DataSafe Local BackUp 2.0 Basic
CyberLink PowerDVD 8.0 Software
Nero 9 Media Burning Software
Steam and Portal Factory Installed
Genuine Windows 7 Home Premium, 64bit, English
Alien Cyborg
Alienhead 3D
Soft Contracts,Banktec Care,Alienware
Alienware Command Center, M17x
Bluetooth 2.1 with EDR
Dell Wireless 1520 802.11n Half Mini Card
***************

Thanks for all the help guys!

 

congratss!! thats one beast!!

 

First off, my intention for that post was not to start a flame war. I'm sorry if my post has offended you, but I guess you perceived it differently. I hope that you can PM me the person who helped you attain the 256GB SSDs, and put an end to this misunderstanding.

 

Looks like a very successful replacement! Congrats!

 

Hey there peeps,
Sorry if this is the wrong section I'm a little new to these forums

It started about 3 weeks ago when i started to get a flickering issue on my laptop also seemed to occasionally go funny colours, luckily still being within my warranty I decided to give Dell a call and find out what the problem was, I got through reasonably quickly and the rep sounded friendly enough, first of all he gave me a driver to download, which predictably didn't do anything, then he said he would send out a new graphics card which I thought was fair enough, a couple of days later the graphics card came which the tech fitted but this didn't work, so he called dell back and they suggested a new motherboard, so a few days later another tech guy arrived with a new motherboard which he replaced but suprise, suprise it didn't do anything. so the tech guy again called dell and this time they suggested a new screen, they also assured me that it couldnt have been anything else causing the issue. However when the tech guy left I tried the laptop it came up with a blue screen saying memory parity error, by this point I was pretty annoyed I had been without a laptop for over a week and being a college student, needed it for school. I decided however to wait for the tech in case the new screen may fix the issue, when the tech guy came he was suprised about the fault but fitted the screen which thankfully fixed the flickering issue, he then went about trying to fix the memory issue to no avail so again he called dell and this time they called suggested that i reformat my hard drive, this sounded odd to me as the blue sceen specifically stated that it was a hardware issue, however I agreed with this and the tech guy left me to it, later that day I got a call frommy rep re iterating what was said earlier, at this point I mentioned that the blue screen said I had a hardware error, at the rep said that I had had they had sent out alot of hardware already almost nastily and said that it couldn't be anything else, despite being taken back by this I agreed to reinstall windows as I wanted it working any way I could, however suprise, suprise the reinstall has done nothing yet my rep has not called me back in almost a week, so I'm now stuck with a laptop that hasn't been working for 3 weeks and no sign of a call back from Dell, my question is should I call them back and ask to speak to my rep or should I just call them up and make a complaint m, also I've heard that it's possible to get a claim moved to a higher level if my case isn't resolved in 3 weeks which will be on Monday, thanks for any help, sorry about the long post but I felt it would help to answer my question better, thanks for any help in advance.

 

Im guessing you have a m1730..... What i would do is call dell and ask to speak to xps technical support... Then explain your situation with them and tell them that it is affecting your work and you need it fixed ASAP... they might send you more parts or give you a system replacement.... idk what warranty you have but after x amounts of tries to fix a computer they should offer you a replacement.

 

Well, what you want is to call Dell, and get through tech support. When you get on, press on that you have been calling them day in and day out to put pressure on them, and when the techie starts to crack, he/she will call their supervisor. Now this is where you want to be, because they are the ones who can escalate your issue to the higher ups, such as the escalations team. Keep firm and continue to put pressure on them, explaining your situation politely. You want to start putting some tone in your voice when the people you are calling don't see eye to eye after you've explained everything. Argue that you have purchased warranty and so far you haven't received warranty service, which indicates a scam. *Hint: If you mention BBB, they will start siding with you and get you where you want.*

Hope it helps somewhat.

 

I need my computer by next Tuesday to work on my video project... it is currently in the build stage....my mini cannot handle video editing... my 1730 crashes if any kind of load is put on it.... I would have to find another computer/buy something in order to get it done.... I work everyday and 18 credits at night.... the comp lab is closed by then on campus....

They told me 7-10 business days and that I would definitely get it.... If i don't get it in time... all hell is gonna break loose.... esp if i have to buy something...

 

don't buy one unless you can return it without paying a restocking fee. if the ethics of buying one to just return it doesn't bother you - this is the way to go.

if you don't feel comfortable doing that - rent one. I don't know where you're at but your bookstore might rent PCs or a local computer reseller or ....

 

Call XPS Support and give them your existing case #s and tell them that you have whatever service plan you have, that you paid extra money for this service plan and you're not happy with the service you have(N'T) been getting and would like to speak with the person's supervisor.

The techs will give you the runaround and get you off the phone as soon as they can to make their stats look good. If they get snotty with you, give them some attitude back and ask for the person's supervisor again.

If they want you to send the PC in to the depot - DON'T DO IT! I got this story a couple times that my previous laptop had to go to the depot since it had so many parts sent out for it. Remind them what service plan you have, that you paid extra for it and you want that level of service.

If this is beginning to sound repetitive, well, that's the idea. They're trying to wear you down and make you go away. Don't let them. You paid for a service and you should demand that you get it. Get a headset and carve out some time and bring a book. It will be a long call but persistence will pay off....