*XPS M1730 Problems/Dell Replacement Issues*

Alright so an update with my unit, I should be getting it Tuesday!

Just hit the boxing stage, I'll go on ahead and post pics and finalized specs when it's said in done. I called in and it hit the boxing stage so we'll see!

Also, I'll post in my profile information of who to contact for future people that way you guys won't have to pm me

 

All i want to know who is handling your case.... like holy crap.. yours was built in like 3 days....

A Senior Support Resolver is handling mine.... how high up is yours?.... and apparently he effin sucks... he was suppose to contact me on friday... and nothing... i sent him an email and he didn't respond

 

Haha lets just say I'm so far up that I have an actual American handling my case. Precisely why when I get my unit I'll be writing an in detail review of everything and what to do/say.

 

well you are damn lucky... im gonna have to buy/rent a comp for my project this week.... thanks dell

 

Hmmm, it seems as if he doesn't want to share his info with everyone else as he has been avoiding the question for some time. I just checked his profile and he doesn't even have the "I'll post in my profile information of who to contact for future people that way you guys won't have to pm me" information on his profile, which is ironic as it contradicts to the whole "helping people" speech.

Regarding his replacement system, I can 99% guarantee you that it is not a brand new system, but a refurbished system. Reason is, new systems take at minimum 2-3 weeks to process, build, ship from Malaysia, processed at the Dell facility, then shipped to your house. It does not matter how high you are in the chain as it cannot be physically done at that time frame. 2 weeks would be expedited time frame, where as 3 weeks would be normal time frame. Refurbished systems are already built and ready to ship, which is why it only takes a few days to ready and ship, upon being expedited. My first system, which was expedited with the high priority flag, was a refurbished system and delivered within 3-5 days. My brand new system, which is still processing, is also flagged with high priority status, and quoted to be a minimum of 12 days, not counting weekends. Don't get confused with the "In Production" and "Boxing" stage as it pertains to both refurbished and new systems.

I would just stick to whoever you have right now ramatar, because frankly that's as high as you're going to get, considering if you contact Michael Dell, you would get contacted by one of the senior advisors, such as the people you and I are dealing with.

The person handling my case is also American, and he is not responding to my emails right now as well, so I think its because there are lots of replacements that are being handled with after our posts. Just give it some time, as I am doing the same, and we'll see how things turn out. My guy hasn't let me down yet, considering the specifications of my current replacement, and I'm sure he'll get back to me like he always does.

By the way, if there are any RAC (Rent-A-Center) stores near you, they have a great renting policy and a wide selection. I would try that if possible, as it saves a lot of money. Plus, remember to get Dell to reimburse you for making it necessary to rent a computer

 

idk... they built his system in a week... its plausible... that means it would take 7 business days.... if he gets it on Tuesday.

Realistically it could take 1 day to build a system... if all the parts are there... especially if they use a production chain

they also quoted me 7 - 10 days.

 

Goten this is the last time I'm dealing with your bs and you seem to be hostile towards me for some reason so let me break this down so you can understand simply and easily, ready?

1) Read what you quoted I said WHEN I GET MY UNIT I'LL WRITE A REVIEW NOT BEFORE, hmmmm have I received my unit yet?

2) Ask Leahy, izpirikitik and ninjaturtle999, I gave them ALL my information to the people that can help, my escalation person only takes appointments so I gave them the highest level of gold managers email and a Consumer Resolution Specialists extension.

3) Read what I wrote, I asked for YOU to message ME not the other way around to send you the contact information, I'm not doing the footwork when I'm already providing the info

4) Once again it's AGAINST FORUM RULES to post contact information on the thread so I have to set up a blog post on my website with the information

5) I'll send a screenshot of my system when I get it with the specs and I'll also send pictures with my forum name so even if you don't believe me now you'll see

6) Stop trying to troll and flame, you've been nothing but negative and bashful, I mean really? A guy is telling everybody of his experience and trying to go out of his way to help and you sit there and whine?

 

guys no need for this.. unneccessary. we are here to help one another.. there is only but one villain here and you guys know who

i can vouch for d4551.. it took 1 pm from me and he bounced like a flash with info and advises..the works.

@goten11756: shoot d4551 a msg and he will help you in any way he can..

much love peeps

 

I agree, the true enemy is Dell, clearly they're clouding our minds and frustration, we must fight back with making sure everybody gets their new replacement, no man can be left behind!

 

OK, NOW we got issues here. I don't want to be the guy fighting fire with fire, but I don't take attacks on me that have no reason to exist lightly, especially when the person dumbs it down and starts with mockery. I was expressing my opinions on your situation, which I guess in your world, means I am physically attacking you?!?! Seriously, what is wrong with this picture, a man can't even express his own opinions without getting flamed?

And I'm not sure what "BS" you are referring to, but I didn't badmouth you in any way. All I said was that you haven't provided your information on your profile like you said you would, and never attempted to PM me as I clearly asked you to do so nicely in the beginning in the post. If you don't even take the time to look back at a few pages, then you really don't have the right to start saying "read what....I/he/she said/wrote/quoted" to other people, which turns you into a hypocrite. And what do I get for posting some facts? ... flaming and hostility. You call it trolling and flaming, I call it overreacting....on your end.

Reason for not PMing you? I have already asked you about the information in my previous posts, which you clearly ignored and started attacking me without any justification. Heck, I even reminded you that I did and you ignored that as well!

Now the final point, which responds to HATE point #6. I am sorry if this comes down to you as bashful, but I must retaliate when I am trolled by someone in this situation. Let ME break it down and try to put it into little, easy, understandable pieces so that YOU can understand. Ready, because this might be fast...

****Steps are from 1, and to 5. Which means you go 1 > 2 > 3 > 4 > 5.****

1. Yes, I have read what I quoted, but you particularly should do the same, as I clearly asked you kindly about the information, before you started attacking me.

1. Never trolled, never flamed. Please revisit your definition of the terms if you are confused in what they mean and define.

2. " I asked for YOU to message ME not the other way around to send you the contact information, I'm not doing the footwork when I'm already providing the info" quote contradicts itself. You have NEVER asked me to ask you the information, the closest you gotten to that was " You NEVER sent me a private message so how could I have known you wanted the information". I will not dance around, wasting my time asking the same question again, when clearly the OP of the info post ignored and disregarded the quesion to begin with. Do you honestly expect me to sit there and beg for something you could have PMed me to start with when I asked nicely? Kind guy, going out of his way to help other people?? Please....I am one of those people.

3. Again, read before you post. If you did indeed read my post, you should know by now what I said, and what it means, unless you have some logic issues. When you mention website, pretty convenient how you never provide a link to the website, including in your profile. As of now, there is no information whatsoever in your public profile, and if it changes, then it probably means you have finally understood what I said. *If you need screenshots of your profile, ask me....nicely*

4. No need to show off your system when plenty others are having trouble even ATTAINING the system. We don't need a picture showing how nice your system is, we need the information....something you fail to provide. You should instead write it down and send a screenshot of the information, which would be much more helpful?!?!

5. Negative, bashful, whining? Please, if a little unhappy response is what you call by bashful, I would love to see what what you call opinion (*cough* means the same thing *cough*). I wouldn't ever call myself going out of my way to help someone if I never (1) approached someone first (2) responded to someone asking for help (3) helped someone who continuously asked for help.

Finally, don't ever accuse me of trolling and flaming, as everytime I say something that sounds negative towards your situation, you flame and argue like you are doing right now. I admit I said some mean and hateful things here, but that's only because you attacked me with the latter. Chill man, I've been on this forum a lot longer than you were and have been giving information via PM to numerous amount of people, so refrain from saying that I don't PM anyone.

Now being the nice guy that I am, I will ask you again...nicely... in THIS POST about the information to your contact, in which you can PM me. This way, others can see that I have asked you, yet again, where as you can deny asking you if I should PM you. Lets the stop the hate, and come to even grounds! Geez, Dell is acting as the devil and turning us against each other!

P.S. Leahy, izpirikitik, ninjaturtle999, do you think you guys can PM with the info? d4551 isn't likely to provide me with the information considering the situation, after I asked him multiple times....nicely....

 

Hey d4551,
I would not worry about Goten or anyone else- if you get the system you were promised in the time frame you were promised then who cares- When you contact others to assist help those who want to be helpped- ignore the hatters-

As for me- My esc guy was not as good as yours- i can say that my order went in on 4/08 and it shipped 4/16- if not for the weekend it would have been 1 week, as it stands it will be 6 buisness days- since technicly mine went in after hours on the 8th.. So it can happen-

To all that think these it takes longer - there are these things called airplanes that can fly any where in the world in just 1 day... these systems are not sent on boats- that would take 1 month just in transit time-

enjoy your new monster of a system d4551- I will be loving mine come monday!

 

By the way izpirikitik,

You were promised a system with 2 256GB SSDs without d4551's information, right? Could you provide information on how you got upgraded to the 2 SSDs, and what department you were in? Seeing as how they are 2 different replacements, I would say the SSD swap isn't a isolated issue, which gives hope to others that are experiencing HDD delays.

I did not realize there were companies still sending urgent replacement systems via shipping on water. I'm sure those companies have it rough considering how there are threads on a company shipping computers via air Geez, 2 weeks of building, and 1 month of shipment = OMG

 

this is getting really nasty...just make a truce and be nice

goten - im not attacking you so do not respond negatively. You should have just pmed him... its easier for him to just hit a reply button with the information..... he gave me the info just like that... the only thing else i would want is his case manager info

Also multiple people told you to pm him... just do it

 

d4551,

Looking back on how this all started, I don't think its necessary for something of this caliber to even exist. In the end, Dell is the one giving us problems, and we are the ones suffering from arguing with each other, which makes Dell happy? Anyways, I say we call a truce and just focus on getting our money's worth out of Dell for the problems they are giving us

 

Yea, that's what I had in mind. Great minds think alike I already sent him a PM regarding the info, but we shall see how he responds. It takes 2 sides to come to a disagreement and 2 sides to make an agreement, so it all boils down to what he comes up with. I don't have a problem with him or anything, and don't know why he keeps thinking I am attacking him, but I already offered to clear things up.

Edit: ramatar, you think you could PM me some of the info? I think D4511 is away from his comp and I want to try getting through Dell while I have some free time.

 

Yes. I was supposed to call d4551's contact but dell called me up before that. As i have mentioned before.. i dont have any contacts nor any particular person that i am in touched with.. i guess i was unlucky to get to the right person but what i made sure of.. everytime i call them techs i always make a point and tell them to put down notes that will be linked on my case that i have extreme proc so i need an extreme proc as well.. i have 2 harddrives with SSD ..a blu-ray..the color... the works.. i guess that helped. I even told them about the name plate to put this down and that and how it should be done..(some of them techs asked me what name plate? there arent no nameplates on m1730 lol! i just told them that the system that will at least match mine is the m17x and with that..it comes with a nameplate engraving...*agent scratches head*) oh well, lets see about that when i get the unit.

I checked my service tag's history of support request https://support.dell.com/support/supporthistory/servicecallsearch.aspx
and i can actually see the notes on the support request number. Remember when you call, ask the agent to post/link your notes/request to that particular support request number coz sometimes, agents say they will put them notes down but they dont. Just so you know, it is possible and they have the ability to do that.

all of these happened before i got the order number.

I dont even know which dept was i for i've been thrown back and forth like a ball

 

A truce sounds good to me

Like I said at this point I'm just focusing in on getting my system in and making sure that anybody else who is going through the uphill battle with Dell can see the light at the end of the tunnel!

Unfortunately you have to deal with the poor speaking international reps who 99% of the time don't understand what you're telling them so they give you unrelated information that you care about which is the main problem. They need to have you speak to native speakers of English so they can comprehend the request.

Tuesday will be a big day and like I said and promised I'll be setting up a blog with the steps and procedures that I used to get this pushed through, also some timelines and contacts. As my upgrades are largely substantial to my base system I'm going to have to confirm everything is truly there that was stated to be included

 

dammit... why cant tomm come already... all i want to do is for my rep to cantact me...

 

Good luck d4551, hopefully they got everything right.


My order says "In Production" on the website, but I gave Dell's order status number a buzz and the automatic voice said that the order is "being processed."

No EDD yet, but that's okay because I'm waiting to hear back if I'm getting comped any upgrades.

 

Try calling the Alienware number:

866-287-6727 then press "2" then "1" and input your order number, it'll freeze for a few seconds, then it'll transfer you to the Dell order tracking, put in your order number again and it'll tell you what stage it's in to be exact, mine hit In Production: Boxing stage on late Friday night

 

Good call, that number told me my system is in the build stage.

 

Give the XPS support a call, tell them you'd like to have your order expedited because of all of your waiting now. The build stage can take 1-4 weeks depends on what they do and all they have to do is type a few notes and it'll cut down the overall order time to a total of 7-10 business days

After that keep using that number, what you're going to be waiting for is testing/boxing which will take 3-4 days and after that period of time is up.... drum roll please... you'll be in the shipping phase!

 

woo hoo, 800# says my system is in boxing.

website still says EDD is unknown...

 

Mine showed as in production forever until 24 hours before i received it, it stated shipped..

 

lucky you... the website will always say EDD for replacements... they dont have estimates...

 

an update to my last post on the 15th, system still showing in production. no EDD as of yet.

 

Well, an update on my end. I have called Dell, with the help of d4511 and ramatar14, but for some reason, it didn't go through and nothing happened.

Instead what happened was that the person handling my case called ME and told me he will ship out a 256GB SSD separately with my replacement, after I told him what was going on. And another person responded to my email and said he was going to re-order my system with the SSDs. So I might be getting an extra SSD if things go well

So in conclusion, the corporate office wasn't much help, but the escalations team really tries to win you over as a satisfied customer by going over your problems step by step. Best advice I can give you guys is to just keep escalating your issue until you get someone who will personally handle your replacement, particularly someone from the escalations team. Life becomes easy when you get someone personally handling your case

 

Good deal Goten, SSD's galore.


No response yet from the guy that I emailed.

 

I think Dell is having server problems lately. What level support was the person you contacted?

I contacted my guy on the 16th and got a call today, on the the 20th. Normally he contacts me the next day, but he was saying that Dell had some sort of server outage, which might be the cause for the delay.

I'm sure its the same situation with you and you'll get a response soon.

 

Ah, that must be it. It's the guy that d4551 forwarded to me, so he's far up on the Dell support chain.

I'm sure that he will reply tomorrow.

 

Haha far up on the command chain is what he like to see, my laptop shipped at 6AM today so I'll be receiving it on the 21st

I have some huge techniques and news as soon as everything is said and done!

 

cant w8 d4551.. grats

 

guys: it may be out of topic..my apologies... but if i wer to extend my warranty after i received the replacement.. should i call dell or alienware for that?

 

You want to call Dell as Dell is overseeing all of Alienware's operations. When you purchase an Alienware computer, you will be rerouted to Dell and its the same with warranty. Just give them the service tag on your computer and everything will be smooth sailing.

 

thanks goten11756

 

Hello

Im new here, but I come with the same problem as others.
My XPS 1730 was all good for a year... two weeks after full year form purchase, it started giving me a wrong adapter error. This slows the system down dramatically. Multiple times I had a technicians changing my motherboard x3, GPU x2 , giving me few PS units .. it helps for not more than a week. Sometimes between those "wrong adapter errors" I'm receiving nv4_disp.dll blue screen error, or overheating blue screen error. Anyways. Today on the phone with Technical Support, I was given an "one day special offer" ! That if I pay them additional 900GBP they will replace my old XPS with new Alienware m17x. Not asking about details of this m17x I kindly refused, as I'm not ready to pay anything. Tomorrow I'm booked for another technician, who brings again, Motherboard, GPU and PS unit....
Now, i wanted to ask You guys what to do next?
What if this repair fails [ i have very strong feeling it will] ?
How do I get a replacement? What specification can I expect to get ? Do I really have to pay more money ? Laptops with my specs are no longer in production.... , i would love to get dual 4870 ... any chances for that ??
Any advice will be gladly welcome !


my system XPS m1730 t9300, gf 8800GTX SLI ageia Physx, 4 gb ram

 

Sorry to hear there is yet another who is suffering from Dell's manufacturing defects.

First off, NEVER accept an offer that requires you to pay! Remember, Dell is the one at fault and as long as you are covered by your warranty, they are obliged to repair your computer at THEIR cost.

You want to speak to someone who understands and can help you with your problems. When you call Dell tech support, get in touch with their supervisor and explain to them the history of your repair and how it turned out. Tell them that after multiple repair attempts, nothing is being done and you have lost time and money because of this. Politely make requests to advance your case and escalate it so someone can help you get a replacement.

Your options are simple, they will either try to replace your current computer with a refurbished M1730, or a Alienware m17x. They will not recommend you change to the latter, since they want to reduce their losses, so you must convince them that you are no longer comfortable with using the M1730 due to your history with it, and go for the Alienware. After that, you can try to haggle with the specifications, which depends on your case and history.

Hope this helps somewhat, and best of luck to your replacement.

 

goten,

keyboards are on back order til monday... im pissed

 

MichalDublin, follow what goten wrote. Just stay firm and keep escalating your issue. If you are offered a system exchange, Dell gave all of us recent guys Alienware M17x's with i7 720QM's (or better), dual 4870's, and RGB LED screens--so expect something along those lines and don't accept anything that is not equal or better than your M1730.

That sucks to hear ramatar14. I'm expecting it to be another 2+ weeks before receiving my replacement.

Still no email from the Dell manager I emailed. Today marks the four week point since my exchange order was put in, not to mention the extra week it took for them to tell me the 9800's were out of stock indefinitely and the problems I've been having since early February. SSD's here I come.

 

Well, keyboards are keyboards and there's no way around that What is up with Dell's inventory of components lately?

I'm not sure if the Dell server issue affects your situation, but if you need a different person to handle your issue personally, I can give you some of my contacts, who had been kind enough to help me about the next day I inquired about a question through email. I gave the contacts that d4551 gave me some try, but didn't go anywhere.

I think the person handling my case is much higher up in Dell than d4551's point of contact as he has his own lab with people working directly under his supervision. I was asking about if the i7 processors would fit into the R1s, after a discussion about my replacement, and he gave me an answer the next day, after getting his techies to bring out all of the m17x motherboards and i5, i7 processors...lol

Anyways, I would personally suggest that you to wait it out, since getting multiple people to work on your case tends to delay and confuse things up indefinitely. I know its frustrating when your computer is a dead brick and you are waiting for a working computer, but give it some time. I was fortunate enough to receive a refurbished Alienware M17x to use while I was waiting for my replacement computer, so that I don't have a dead computer on my hands. Maybe you can ask for the same, although it might be difficult to get them to send out another computer that will be returned shortly

 

I am getting a M17x-R2 in exchange for the M17x-R1 which was in exchange for my M1730, both the M1730 and the M17x-R1 had dual video cards, with the M17x-R2 they are only giving me one video card, their reason is that the performance of the Ati 4870 card is better than the dual Nvidia gtx 260m how can I get them to give me the dual Ati cards?

 

That could backfire on ya and you get two lower performing cards.... I'd keep that single card and if you really cared add a second one later.... I bet you will probably have no need for a second one, bu hey you may.........

EDIT: NM.. thought you were speaking of the new 5870...........

 

Wow, I'm surprised they would try to pull this. This argument is a simple win: tell them that regardless of the performance claim of the single 4870 being better than the dual 260M's (which isn't right to begin with), you paid for two graphics cards so the replacement system should have two cards.

 

Do what leahy said... but also you can use this site....

http://www.notebookcheck.net/Mobile-Graphics-Cards-Benchmark-List.844.0.html

This shows GPU benchmark stats... you can also say that the warranty states that you get equal or better. 2 does not equal 1

 

With apologies to Gene Wilder....

IT'S ARRIVED!

Yep, Fed-Ex dropped off my new M17x about an hour ago. Got the leather-bound mobile manual, hat, mousepad and sticker. System comes with its own 'pillowcase'.

Whatever the backorder was, it's been relieved it seems...

Now, have to change the sig and start reinstalling software <sigh>....

 

thx I will continue to fight for the dual cards, I was looking for their policy on exchanges because I know that the system has to be equal or better not worse.

It will be 5 months at the end of april by the time I get a working notebook.

 

weee.. grats!

unboxing pix pls

 

nope... keyboards are backordered until monday... just my luck

 

dual 5870 avaible in m17x TODAY
do I have any chances to convince them my dual 8800GTX SLI should be replaced by by dual HD 5870 ! ! ! ! !?

[ started praying already]

 

what machine do you have?? They like to argue that you have nvidia and you want ati. They also argue that they only do similar exchanges.... if you have the m1730... there is no way they will update you... if they do it would be to the 260ms