*XPS M1730 Problems/Dell Replacement Issues*

Well... I just called Dell to check on the status and they gave me a tracking number! I'm stunned. They said I should have the new system by 3pm tomorrow.

I asked what it was of course and they said an XPS 17. The rep said he didn't have the specs, but told me to check out the system when I receive it, because the depot made a mistake by not giving me the Alienware 17x, and if I don't like it to call back and the XPS 17 department would exchange it for the Alienware for me.

I asked couldn't he do that now and cancel this order and he said nope, it's already on the way and we can't order something else for you until you receive this one. So Either way I must say I'm happy, and I notice a pattern too. Every time I speak to someone in the Philippians I don't feel stressed and I get off the phone Happy!

Now let's see what tomorrow brings.

Update, here are the specs for the new system. Please let me know what you think.

Thanks!


Base,Notebook,Extreme Performance System,Configure To Order,L702X
Module,Documentation,Studio Xps,England/English,Dao/Bcc,L702X
Service Install Module,Software,Network,1030,L702X
Module,Label,Dell Energy Offering,ESTAR 5.0
Module,Assembly,Base,Display,3G,L702X
Service Install Module,Software,Extreme Performance System,L702X
Module,Battery,Primary,90WHR,9C,LG
Module,Documentation,Airborne,2-DAY,DELL DRCT
Module,Software,DSO,2GB-FREE,2.0
Service Install Module,Software,WIDI,Intel,L702X
Module,DIMM,4GB,1333MHZ,DDR3,2X2G
Module,Processor,SNB,I7-2630QM,D2,2.0,P
Module,Software,DSPRT-CTR,3.0
Module,Cover,Liquid Crystal Display,Standard,Extreme Performance System,L702X
Module,Software,W7HP64 Consumer Desktop,English Dao/bcc
MODULE,LIQUID CRYSTAL DISPLAY,17.3FHD,WHITE LIGHT EMITTED DIODE,AG,Z,CHI MEI OPTOELECTRONICS
Module,Software,Quick Fix Engineering,W7HB32,Consumer Notebook
Module,Shipping Material,SXPS17,Color,Expanded Polyethylene
Module,Software,WINDOWS-LIVE,WAVE4,Consumer
Module,Keyboard,101,United States,English,C12NB,World Wide
Module,Card,Network,6230,Consumer Notebook,Worldwide
Module,Software,W7HP64,Digital Video Disk Drive,Multiple User Interface,NO-E
Module,Adapter,Alternating Current,Delta - Ac Adapt,150W,3P,World Wide
Module,Software,LTG DELL-DOWNLOAD-FLAG
Module,Information,NO MEDIA
Module,Software,OFC-2010,Factory Install
Module,Hard Drive,500,7.2,P11,SGT-H,Across Line Of Business
Module,Cord,Power,125V,1M,C5,United States
Module,Dvd+/-Rw,8X,Hitachi Lg Data Storage,BARE,Inspiron
Module,Information,North,Wireless Wide Area Network,L5/701X
Module,Label,Intel,No Bios,CI72
Module,Software,Certificate Of Authenticity,W7HP32/64
Module,Label,Microsoft,Notebook,Windows7
Module,Software,WINDOWS-LIVE Consumer
Module,Software,Creative,Camera,Consumer,2.X,Factory Install
Module,Software,PC-RESTORE Transactional Line Of Business
Module,Card,Input/Output,RING2,W/OTVT,L701X
Module,Software,Roxio,Creator,Start,Factory Install

 

hi im new to the site but not new to the 1730 xps laptop -.- heres my question...

first off i have warrenty till oct of this year and wanted to know what you all think of my issues and if i could get a replacement...

1. motherboard,videocards,battery have been replaced about 3 times, with a tech coming tommarow to fix yet another video issue...
2. upon video replacement i get moderate temps and blackscreens with youtube or any video .....
3. right now its only showing one 8700 gt card and not 2 -.-


t9500
8700gts in sli (pos)
64gb SSD 200gb 7200
windows vista
buray
ect

im quite fed up with the laptop, what you guys think?

 

Jake, that system spec isn't half bad. Pretty good actually.

As you've said yourself, it's best to get it, check it out then see what's what.
I personally found the xps17 to be a fantastic multimedia system but lacking in the gpu area. It requires a huge amount of grunt to power a 1920x1080 or high res display.

Sploito, I advise you read the last couple of pages of what people have dealt with and compare what you have gone through with what you have read. If it seems similar then get on the phone and start moaning. If you're straight talking and have a strong argument you will most likely end up with a replacement machine.

Expect an xps17 with the same spec as Jake or if you push harder, an Alienware m17x r3.

 

what do i say? do i just call xps support and say "my laptop has had this this and this repaired and its still does this this and this and i want a replacement laptop?"

 

Read my post a page back, I had the m1710 since start 2009.. It had so many problems, video, motherboard, charger, screen... So after the 4th visit from a technician in a month I started getting fed up and tpld dell to come and take it and refund me. Ofcourse there was no way that they could do that... right?

After they collected it and kept it for 15 days then returned it faulty I kinda lost it and went in guns blazing, the phone operator started with.. "Sir, I am so sor...." and I just stopped him right there and told him that I've had enough. No one is sorry, no one wants happy customers, so now I want a full refund.. They guy kept quiet for a few seconds and said that he's get his manager. I was on hold for about 15 minutes when the manager awnsered and said that after looking at all my trouble they would exchange it for an XPS 17. I did'nt even ask the specs, I just said.. "No, I'm done with dell, give me my money back". He then said.. "OK sir, we'll go ahead and do that for you"

Got a full refund in the end..

 

Does it say anywhere on the Dell/alienware website that a Dell computer most likely an xps is allowed to be exchanged with an alienware and vice versa

 

dell replacement policy is usually "equal or better"
If you are talking about the xps in your sig, which is a gaming laptop with dual GPUs, you are most likely going to get a m17x r3 as a replacement, if the xps was purchased new.

 

has anyone been able to get the m1730 replaced when it was out of warranty? ty

 

Oh see thats what i thought too and i was promised a new m17x or m18x but now they are going back on that and saying that it is against their policy to send an alienware for an xps even though they have already sent me an alienware as a replacement (it was junk i sent it back for a better) but nope they want to give me an xps 17 as a replacement and I was hoping someone can give me a link to somewhere on their website where it says that giving an alienware as an exchange is not against the policy so they will just send me my proper replacement and be done with this.

 

Well you should look forward to the alienware ; ) Its a real charm and a great machine! And may i ask what was wrong with the XPS?

 

The thing is they are refusing to give the alienware now and I want proof that they can send one, and im not sure ive had people come replace the graphics card about 6 times, motherboard twice and had the display changed twice and now whenever I try to do any kind of mid to extreme gaming on it after 10 minutes it shuts off and its not even hot

 

They sent me a crappy XPS yesterday for mine. Immediately called the XPS support line and the rep told me that the M1730 should be replaced with an AW. When they send me some confirmation, I will copy you on it to use as 'ammo'.

 

My M1730 was exchanged for a M18x after 3 months of hard fights with Dell.

You can surely have a M17x R3 in exchange of your M1730 !

 

Hmmmm!? They told me a 'new' R2 was being built for me. Didn't think they built the R2 anymore. Sooooo, waiting to see what happens. As for Ajbeagles, back to the exchange issue, they should give you an AW-R3 at least is what I'm thinking. Let us know.

 

Talked with a rep earlier and she, yes she, told me the order for the replacement I was told I was gonna get was cancelled. That the XPS 17 with horrid specs was a direct replacement for the one I had (my sig). I told her very politely-you're wrong. She said she'd have a supervisor call me Saturday. Yeah. I bet. It'll be Monday IF they call at all. This is now almost 1 month since it all started-5/21/2011. I would be livid if I didn't have a few backup computers here to work with. They are usually really good about this, but it seems they are dropping the ball here. A fumble I say-maybe they will recover and not the BBB. Know what I mean???

First, my old system is still in like new condition because I am very meticulous and have taken care of it like it was gold. There are NO scratches or blemishes of any kind on my XPS M1730. The replacement however, has scratches on the bottom, the screen bezel, has hairs (yes hairs) hanging out of the keyboard and a huge mark/nick on one of the corners where it seems to have been dropped. To me-UNACCEPTABLE.
The specs from my old system clearly are better. I'll list my issues:
Old system( Black) then Replacement( Red).

CPU:Old-Core 2 EXTREME 2.8-3.4Ghz New: Dual core 2.53Ghz
GPU:Old-DEDICATED 512Mb SLI with 2303Mb total available NEW:64Mb INTEGRATED with 1696 total available
Screen resolution:Old-1920x1200 New:1600x900
Windows Experince Index:Old:5.9 New:4.5
BIOS RAID Option:Old-RAID is available, AHCI or ATA New:No RAID option available
Backlit keyboard:Old-Yes New-Not available
Media Control Panel:Old-Yes New-Not available
Lighting effects:Old-Yes New-Not available

Now I know the CPU may actually be a little better, but not that much. And I can OC the X7900 to 3.4 if I want to. 64Mb integrated???!!! C'mon??? And the WEI? I know we don't put much stock in it, but a 4.5 on graphics?? The only thing that was better was RAM and CPU. And the condition of the lappy is enough to make me reject. How can Dell send something like this out? I will post some pics tomorrow just for laughs. Too tired to now. Past my bedtime.

 

Sounds like you've been either fobbed off with a refurb or got a badly made model. Either way, call, complain and get angry. The system you've been given is a joke.

Like for like would be an m18x with an extreme cpu, 4 gig and a pair of 460's (push for 6870's if you can).

 

Dell is a joke,customer service?more like tell the customer what they want to hear then jerk em around forever! I had an xps 14 only bought because dell said it was like alienware.I have 3 alienwares I would have bought a m14x in a sec if available at time of purchase.Anyway they gave me an xps 15 as a replacement saying they wouldnt do alienware, as the exchange for a 14 is, the 15?WHAT?!?!?I said the only reasonable size price replacement is the now available m14x. They discontinued the xps14 not my problem,Ive had 6 months of hell with hdd,ram,heat issues,lousy 3rd party tech,you name it.I am still fighting them they ordered me a new alienware m14x then canceled it.I am fed up with dell and I see plenty of you are too.Im going for my 12th repair or 3rd replacement monday when they call to waste my time for something they obviously cannot fix.I wish all of you luck as I said I have 3 new aliens they are so much better,even their tech support is night and day.Sorry for long post,I'm just so aggrivated with dell.And spent alot of money,I heard some people getting new pcs for 3 year old units mines new, and problems from day one.

 

ImageShack Album - 8 images
The above link is some pics I took of the actual replacement. Gonna post some bench results in a few. Generic one, but Dell/AW like Unigine and Furmark so that's what I used. And I ran the M1730 Furmark at native resolution-1920x1200. Couldn't get Unigine to run on the M1730 with 1600x900 so went down to 1440x900 on both to compare better. Max res on the XPS 17 is 1600x900 but I took it down to 1440x900 to match up.

M1730 benches







XPS 17 benches





Now do you all think they are even close???

 

WOW! Not even in the same league.....DELL....!?!?!?!? I wish you the best of luck.

 

That sucks for you, i hope they fix this ENORMOUS mistake. When you talk to them, you don't need to be rude, its all in the persuasion and smart talking. If you are rude to them, they will just give you a worse system for being a jerk. Try explaining them the facts in a civilized and persuasive matter. Dell replaced my old m17x R2 for the new m18x and all i had to pay was a $200 difference.

 

Well....just got off of the phone with another tech and he (and his supervisor) told me that the aformentioned XPS 17 is better spec'd than my M1730. Now I am angered some. Not too much bc I bought an M17x and can use it in the meantime. But still, they are killing me.

 

I feel ya,My situation is similar they dicontinued the xps14 so since the only viable option is the m14x it should be a no brainer,But we're talking about Dell here so nothing surprises me anymore.I paid top dollar for a hi performance 14 portable dell says xps15 is direct replacement?Did I miss something?Is 14 &15 the same now?Its bigger heavier etc.I am still waiting for my call from friday.LOL,Gotta love Dell. Good luck,I hope you get what you want,all of us should.By the way the replacement xps 15 has been repaired 5 times in a month.

 

Another update. Fired off another email to "Mr. Dell" explaining my concerns. Then I called the rep who initially set up the replacement. He looked back through the notes and now says again it should be replaced with a gaming system. I don't really care as long as it compares to what I had. Kinda wish they could fix the ole Beast. It is still really nice. But, I'll take what they send as long as it's right. Said an AW was in the works. Soooooo, we'll see.

 

Would just like to add...

Anytime you are in a situation with Dell where you are in a warranty contract they are obligated to present to you the same system, or a system of equal or greater VALUE.

So with that being said and out of the way, the best way to handle things is to talk in terms of dollars.

You tell them the price you paid, and you expect to get a machine in return of equal or great value. If they do not do so then you have the right to request a refund of your money.

Put it this way... if you put in $4000 of your hard earned money into purchasing a laptop that is no longer fixable but under warranty then you should recieve an equally spec'd $4000 dollar system. Otherwise you have the right to request your money back.

And with that kind of money you could go right ahead and buy 3 of whatever POS laptop they are offering you.

 

Amen! Thats 100% correct on all counts!I wish Dell would just not make us all jump through hoops to get what we already paid for in the first place.I am still waiting for a call back from friday,I emailed 3 times and called I have never heard so many lame excuses .

 

My thing is this-If they don't want to stand behind the warranty, or feel they are getting ripped off by sending units of equal value out-then either quit offering the warranty or charge more for it. But don't penalize us(the consumer) for your mistakes.

 

**Cough**
If they keep refusing to send you an equal system or better just keep both laptops, Kinda makes up for the lower specs system they send you,
just be aware that the warranty will be voided.
Just saying....

 

It ain't worth it to be honest. I still have almost a year and a half left. I'll fight the fight and I will come out on top. Like I said, they usually make it right. Just taking their time on this and giving me the runaround. Had 2 replacements already-Alienwares-and they were superb when dealing with warrnty service. 1 out of 3 or 4 ain't gonna totally turn me off to Dell/AW. But it will make me second guess before buying again. Then again, I just bought another R3. Stupid??? Maybe. But it will have a 4 year warranty when it's all said and done.

 

Freakin crazy!!!!! Dell/A must have money to burn. Just sent me and email stating that my M1730 wil be replaced with this:
System Color
Space Black Anodized Aluminum

Processor
Intel® Core™ i7 2820QM 2.3GHz (3.4GHz w/Turbo Boost, 8MB Cache)

Memory
4GB Dual Channel DDR3 at 1333MHz (2DIMMS)

A/C Adapter
Alienware M18x 330W A/C Adapter

Display Panel
18.4-inch WideFHD 1920 x 1080 WLED

Video Card
Dual 1.5GB GDDR5 NVIDIA® GeForce® GTX 460M – NVIDIA® SLI® Enabled

Hard Drive
320GB 7200RPM SATA 3Gb/s

AlienFX
Quasar Blue

Adobe Reader Acrobat SW
Adobe Acrobat X Reader

Optical Drive
Slot-Load Dual Layer DVD Burner (DVD+-RW, CD-RW) with Roxio Creator 2011

Sound
Internal High-Definition 5.1 Surround Sound Audio

Wireless and Bluetooth
Intel® Centrino Ultimate-N 6300 a/b/g/n 3x3 MIMO Technology and Bluetooth 3.0

Not complaining at all. I'll take it anyday. How do they do this??? Still, gonna miss the beast. Screen resolution is still better than the M18x.

 

Congrats for your M18x replacement. I would have pushed for 6970M CrossFireX and 750GB.

My M1730 is missing me for the keyboard size and design.

 

Well, he tried first with a maxxed R3 (check sig) and i asked about an Extreme CPU and dual GPU's. This is what he came back with so I really have no problem with it. But I may ask about the CPU and 6970s again. It'll still play anything out there right now.

 

That is more than enough for maxing any game out there, except for metro 2033 and crysis 2

congrats on your new machine.

 

Not arguing, just asking. I can max out Crysis 2 on my R3. But you don't think the dual 460's can? Plus, gonna see if I can pay the $200 difference and get the 6970's.

 

Dell is a very large company and they over charge for their gaming laptops.

You wonder how Dell can afford to give you a system like that but in actuality, it's probably around the same dollars you spent however many years ago on your m1730.

And as stated before, that warranty is a contract. They are obligated to replace your system. If you are not happy with said replacement you can ask for a refund.

I dont know how much money you actually spent on your machine. But as an example...

What's worse? Losing $4000 dollars for a machine someone bought 3-4 years ago? Or losing the equivilant of about $2500 dollars it costs to build them your replacement.


At the end of the day its all about $$. You always had the option to get it back. Something no company should want to happen, as not only do they lose money, they lose a customer and garner a bad rep.

Congrats on your new machine. Pay the extra for the highest quality graphics card you can get. You won't regret it.

 

WOW!!!! I actually contacted my rep today and offered to pay for the upgrade to 6970's. He said no. He offered me the max that he could. Then sent me an email stating he gave them to me anyway. How can I possibly hate Dell/AW after this??? Like I said-They'll make it right.
[/URL] Uploaded with ImageShack.us[/IMG]

 

Dell does not make it right for all people. If they did there would be praise for their customer service. The thousands of posts of Dell owners being burned by Dell would not be here. In my case I still would be unable to retract statements I have made because they have not repaired the breach they have made. Even providing me with a brand new laptop would not put things right. All the stress I've been through, the countless lies, the false promises of taking ownership. There's only one remedy for me and it's probably a lawsuit. State attorney general has told me such but what is one owner going to do against a corporation? While I might be able to obtain a judgement in a small claims court I have no way to enforce said judgement. So currently I am the owner of an xps m1730 with a history of troubles and a warranty that is essentially a complete fraud of a contract.

While I am happy that you got your justice (congratulations) please remember that this is not always the case and the desparity between the cases can be quite diverse. With some having to concede to garbage machines or pay for upgrades when they should not have to, or waiting insane amounts of time for replacement parts that never come, etc.

 

You should probably email your case to [email protected]

 

I know not everyone gets the same resolution I got. I went back and edited my post to reflect 'how can I' be mad. I guess I should note that I had issues and they have sent me a crappy machine. Just gotta be persistent, polite, poignant, persuasive, and positive. I don't claim to know what you have gone through with your system. I can only speak of my own experiences and each time, Dell/AW has come through. Each time I have had to have all the facts and my ducks in a row, but they have made it right. Hopefully, you can get a better resolution than you seem to be working toward at the moment. Head up and keep up the fight. Check message below!!!

 

Nice dude congrats, I finally got mine settled and my config is in my sig I dont know how you got the Xfire because you had a nvidia setup and the 460s are waaay better than the 8800 but you shoulda pushed for a extreme cpu because you paid to get the extreme cpu before but either way it an amazing system grats

 

With what they gave me-not a big deal not having the extreme CPU. Is it gonna make that much of a difference? As far as the cards go-I asked if I could pay the difference and he gave them to me for free. Wasn't gonna argue, you know?

 

Yeah I mean shoot if I was offered those cards I wasnt gonna say no to it hahaha but with the cpu the 2920 compared to the 2820 is pretty much overkill for gaming atm, the 2920 is just a little more futureproof but the 2820 is great and will be great for a while

 

WOW! I could have wrote that post word for word.That's what I was trying to say some people get satisfaction most have to be made to feel like second rate customers. I have a replacement unit but after all the months wasted time,money,parts,phone calls tech call outs,literaly so many issues I can't count.For me I think Dell has horrible service,just to be clear,I'm glad for all who are happy but it's not the majority thats satisfied and justifiably so.I am having problems again just after writing how dell finaly did the right thing.LOL,the stress alone is worth 3 new laptops. Here we go again.Thanks Bloodroses you took the words out of my mouth. " I got a 100 problems & Dell is 99 of em!

 

even though I finally got what I deserved from the get go im def not satisfied with dell service either, bunch of hang ups, had several laptops that were complete crap sent to my door without even consulting me first and it took well over 15 hours on the phone with them to get the one person that actually helped me and got me what i deserved.

 

How long after the purchase did you try and get a replacement?

I have an M1530 with 4 year complete care, and am in the third year and dell is trying to tell me they have a 2 year limit on their replacement policy?

Anyone dealt with someone telling them this? I will not settle for a repair, I want a replacement. Too many problems with this laptop not to mention recalled GPU.

 

I just got my m1330 replaced (4 year complete care) third year in. I was offered any computer in the non-business line (everything except Precision and Latitude). I went with XPS 15 over 15z and the various alienwares.

 

Very interesting, who did you contact specifically? Did they initially try and give you the argument they are giving me? I am having quite the headache with these people.

 

I was denied a replacement on the grounds that I did not satisfy the internal (not to be released) guidelines; no bull about 2 year limit for replacement however.

I just went higher and higher until some manager filed a claim which sent me to a manager in the Dell Small Business EPP department (since apparently my account is in Small Business EPP). He was a yes man and basically agreed to everything I asked (should have asked for higher specs)

edit: my point is. It is possible to get a replacement not initiated by a normal low level customer service rep.

 

Ya I just finally got them to file a claim for a replacement, which I anticipate will be denied.

What did the EPP department have to do with anything. Seems odd to deal with employee purchase plan.

 

My computer was purchased through an SMB EPP link from Slickdeals.

 

Hello all,

Dell has agreed to replace my XPS 1730 with a new alienwere!
There want to give me an m17x r3 with an i7 2820QX cpu, when I had an X9000 Extreme, I told them that a replacment should have an Extreme cpu because that is what I paid for the first time.

Am I right to push this or should I just take the the non-Extreme cpu?