*XPS M1730 Problems/Dell Replacement Issues*

No real eta, online it says the day after they reordered it when it was cancelled, which means nothing.

As for phone i have not tried that yet

 

This is an SLI system. You need SLI. Don't settle for less.

 

I still got no sign of the new order even though the manager promised that i would get my new order at 5pm tuesday. Maybe in their language, 4-5 hrs means 4-5 days or even longer. I think i can only wait and see now.

 

Same story here, I just kept calling and asking for an order number... Eventually one came through email and I can now check at what stage my order is. Stuck at producing...

 

Do they use the same customer number if they canceled your order or do they use the same customer number?

 

I have a different customer number now than the one I had when I ordered my M1730... No idea why.

 

This is great. My M17x replacement order just got canceled too. It was placed on 10/28 and was canceled today. This is absolutely infuriating. I suppose I'll have to call back--again--tomorrow and see what happens.

 

Time to start thinking about how to get this cancellation issue sorted as a group.

Any ideas??

 

Some people said that the cancelation was due to part's unavailability. Mine got canceled too. I am waiting for another order and hoping that my order shows up sometimes this week

 

No use m8, they will mention different reasons for the delay for each one of us...

 

Wow. I am very angry. My second order was cancelled last night at midnight. Why am I not surprised.

 

I just checked mine it was ordered Oct. 28/09 it is still showing in production, I am in Canada. What are the specs of th systems getting cancelled? Where is everyone located that have had cancellations?

 

Just got off the phone. Another configuration error. ?! I emailed unresolved issues, just filed a complaint with the BBB and left a message with the supervisor that assured me Friday that all was in order with this order.

Seriously, 2 orders in a row being cancelled while in the build stage. I call shenanigans and BS.

 

called, mine is in the boxing stage, with an estimated ship date of a month from now. Perhaps they are slowing your production due to a lack of boxes..................

yeah anyway called back ed they said it should ship out on the 12th of november. gonna call back in a few and ask why it takes 3 days to put a laptop in a box. stupid dell! BAKA BAKA BAKA.

 

I'd rather have a laptop show up in a box than a plastic bag with "fragile" stickers on it.

There are "goodies" that come in the boxes - Alienware hat, sticker, mousepad, manual, CD's, etc. Perhaps one of those items is out...

 

I called today and asked why my system replacement order was canceled. Like many of you guys, I got the "software configuration problem" excuse. However, I was quickly provided with a new order number. The only difference between my two replacement systems was the operating system--changed from Vista to W7. The order was just placed today however, so who knows how much longer I'll have to wait. The assistant did tell me that the system has already been built and only the software was being changed though...

 

Still waiting on my order number / customer ID. I was told I'd get it by email in a few business days (once it had gone through and been approved and all that), but I wouldn't be surprised if I have to call to get it.

Still, looks like it was good I got the OS changed to Windows 7

 

Hey guys, dell just agreed to replace my m1730 with a m17x. Just a quick question. Whats the difference between a Slot-Load Dual Layer Blu-ray Burner (BD-R/RE, DVD±RW, CD-RW and a Slot-Load Dual Layer Blu-ray Combo (BR-ROM, DVD+-RW, CD-RW). It says in my specs, that I have a Slot-Loading Dual Layer Blu-ray Burner (BR-R, DVD+-RW, CD-RW). The part number is 313-8570. The guy that called me today, was a Specialty Process Manager. He was very nice and took care of everything. I just wasn't sure about the blu-ray player. If you guys have any questions, I'll try and help.
Old M1730 specs:
1 223-6314 XPS M1730, Intel Core 2 Extreme X9000(2.8GHz, 800Mhz 6M L2 Cache)
1 310-9525 PERSONALIZATION SHIELD, LCD COLOR WING OPTION,GRAY
1 311-7447 4GB, DDR2, 667MHz 2 Dimm for XPS M1730
1 320-5788 17 UltraSharp TrueLife Wide screen WUXGA for XPS M1730
1 320-6384 1GB NVIDIA SLI GeForce 8800M GTX
1 341-6334 400G (2x200) 7200RPM High Performance SATA HDD Free FallSensor
1 412-0946 Dell Travel ExpressCard Remote Control, IR
1 420-5769 Internet Search and Portal
1 420-6436 PC-Restore, Dim/Insp
1 420-8585 Microsoft Windows Vista SP1 Ultimate 32-bit Edition English
1 420-7401 DELL RESOURCE DVD,BACK-UP,XPS M1730
1 420-8143 Media Direct 3.5
1 463-2282 Dell Owners Manual installed on your system,click on icon after system set-up to access
1 420-9100 Dell Dock Consumer
1 420-7468 ADOBE ACROBAT READER 8.1 DIM/INSP
1 313-5592 Blu-ray Disc Drive (BD/DVD/CD burner w/double layer BD write capability)
1 420-7404 Dell Exclusive MediaDirect Instant Play Software Application
1 420-8164 Roxio Creator 10 Premiere Blu-Ray
1 313-5014 Integrated Sound Blaster Audigy
1 430-2582 Intel 4965 WLAN (802.11a/g/n) Mini Card
1 320-5789 Logitech Gaming LCD
1 461-8389 No Virus Protection Requested
1 312-0603 85 WHr 9-cell Lithium Ion Primary Battery, for XPS M1730
1 412-0148 No ISP requested
1 412-1397 No Productivity Software requested
1 950-3339 3 Year Limited Warranty
1 412-0359 Soft Contracts - Qualxserve
1 960-3652 Warranty Support,2 Year Extended
1 960-8710 Warranty Support,Initial Year
1 988-0318 Dell Limited Hardware Warranty Plus At-Home Service, Extended Year(s)
1 983-2552 QualexServ Next Business Day In-Home Service after Remote Diagnosis Plus Nights and Weekends, 2 Year Extended
1 988-0317 Dell Limited Hardware Warranty Plus At-Home Service, Initial Year
1 983-8460 QualexServ Next Business Day In-Home Service after Remote Diagnosis Plus Nights and Weekends, Initial Year
1 430-2655 Dell Wirless 355 Bluetooth Module (2.0+EDR)
1 310-5408 Free Recycling Kit
1 320-6171 AGEIA PhysX Physics Accelerator
1 464-9572 No Entertainment software pre-installed
1 310-9651 Intel Core 2 Duo Extreme Processor
1 310-9516 You have chosen a Vista Premium System
1 987-4817 Insp Datasafe 3GB,1YR(Incl in price),DHS
1 420-7092 DataSafe Online Dim/Ins/XPS 1YR-FREE
1 420-7091 DataSafe Online Dim/Ins/XPS
1 988-0099 To activate your online backupaccount, go to Start, Programs, DataSafe Online
M17x Specs:
1 224-5967 Black Metallic
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)
1 317-0821 Intel Core2 Extreme Quad QX9300 2.53GHz (12MB Cache, 1066MHz FSB)
1 317-0856 4GB Dual Channel DDR3 at 1066MHz 2 x 2048MB
1 320-1000 1GB Dual NVIDIA GeForce GTX 260M - SLI Enabled (NB10E-GT1)
1 320-8140 17.0in, WUXGA,LCD,ANW,M17X
1 330-5063 Standard Nameplate
1 330-5087 RESPAWN DVD
1 341-0013 640GB (320GB x 2) 7,200RPM (xMB Cache) - RAID 0
1 410-1883 ADOBE READER 9.0 MULTI- LANGUAGE
1 412-1397 No Productivity Software requested
1 421-0361 Wallpapers, C03W
1 421-0380 Time Zone, EASTERN
1 421-0398 Power Plan, BAL
1 421-0405 Automatic Updates ON
1 421-0406 Avatar 3
1 421-0407 Window Style, BLUE
1 421-0726 ALIENFX BLUE
1 421-1304 CyberLink PowerDVD 8.0 Software
1 421-1305 Nero 9 Media Burning Software
1 421-1398 Genuine Windows 7 Ultimate, 64bit, English
1 430-0628 Bluetooth 2.1 with EDR
1 430-3558 Internal 300Mbps Dual-Band a/g/n 2x2 MIMO
1 461-8389 No Virus Protection Requested
Thanks

 

Congrats. QX9300 for free = awesome.

The M17x is a very nice upgrade from the M1730.

 

Nature_boy_ky,
The slot-loading blu-ray burner can do everything, including the task of writing to blank blu-ray discs. The latter drive is just your normal blu-ray reader with the ability to burn cds and dvds.

Congratulations on what I'd consider an excellent system replacement.

 

All 4 of my orders have been the QX9300. I was told that's the only replacement when you have the X9000 processor because they match Extreme for Extreme. My 4th (and oddest order configuration so far) still sits "In Production" since late last week. Calling in shows it in the "Build" stage still. I was told it would likely ship before the end of the week. Time will tell.

 

Well, after emails to Dell and calls to tech managers I received a call from someone at Dell wanting to know the details of my issues. Within minutess I had a 3rd order that was "cancelled" and a 4th order in production. Both were like my original cancelled order except they had Windows 7 instead of Vista. Hmmm.

 

The 3rd order was cancelled before you even saw it?

 

I am not certain, it seemed to have popped up right before the in production order. My service call also was listed as Status - ISS during that time and then went to ORD. I hope that the in production order is the result of the person that called as he seemed to want to get me happy and quickly. Time will tell.

I do fully believe that the Vista was the problem.

 

So, upon waiting for a phone call to confirm specs to replace my faulty 1730 and its bad GPU's, Dell decided to discreetly ship out an m17x Friday (I was gonna' get a phone call to talk about specs this Wednesday) and it arrived today. Well, low and behold, I look it up online and it's a t9600 and 1 260m. In any event, I'm not happy. I have read Dell has done this to some of the current m17x owners here. What did you do?

I would like to best-case-scenario, ship it back immediately, and negotiate some better specs. Like, for starters, 2 280m's, considering my 1730 has 2 8800 GTX. Did Dell give you trouble for doing this, being that they already shipped the machine? I was told I'd be able to at least talk to someone about the machine being built before getting it shipped out, and instead, Dell decided to avoid contact and just shipped it. Just curious what kind of logical recourse (most of my dealings with Dell higher-ups have been illogical and irrational up until now..) I have at this point so I don't sound like a head case on the phone with them.

 

Sounds like you've come along way from before, but first.. think about the fact that you got one. After all your struggles its in your hand, you almost didnt get one IIRC so grats. I have the T9600 too and its more than suited for the task!!

its probably possible to hold onto this baby and call them to send out another graphics card. I'm sure they'd rather do that if you proposed than have to send an otherwise perfectly working machine back to the depot and reprocess a new order. And I'm sure you dont want to risk having them change their mind or lose your order all over again.


Th

 

I would also recommend just trying to get a 2nd card, heatsink, and sli cable from them

The less you have them do, the better off you are

 

If you have the laptop already, here's what I'd do:

1. Contact ALIENWARE (not Dell) and explain that you had a system exchange. ALIENWARE was much better at getting back to me and they agreed over the phone that my processor wasn't the right spec replacement.

2. Once Alienware has agreed that they need to send you a new laptop, send back the 1730. Open up the new M17x and enjoy it. Learn how to use it. Most importantly, enjoy the baseball cap, sticker, and mousepad. You'll get another set .

3. Once you get the replacement M17x, send the first one back.

This is essentially what I had to do.

 

Well, that's basically what I did. I talked to the new guy that took over my case and told him I wanted a qx9300 and 2 280m gtx's. He said he's gonna' put the request in to the factory but there's "no guarantee". I don't really get this. I don't understand what the point of the people are on the phone if they can't control what's coming out of the build center.

Well, I've come this far, I'm not going to quit now. And nickbarbs, while I respect your position that at least I have what I have, that's loser talk. I'm going for the gold. I've put up with so much crap so far, and every step of the way Dell has gone out of its way to make it an absolutely disgustingly rough road. Dell makes it a goal to screw up - I'll make them pay dearly.

---


*Edit: Zath, do you have the AW support #? I know it was posted here once before but I can't find it with that damn screwy search function.

 

baka is right...

i was offered a studio 17 or a xps studio 16... only! or a refund. i only paid 1300 bucks so a refund doesn't help at all. i guess they are not replacing the 1730's with m17x's

pissed me off

 

I would rather have the refund. I cannot stand the feeling of waiting, canceling, then waiting again.

 

maybe, but what a rip off. what happened to the same or better?

 

Well, tell another dell rep about this "same and better." If you don't like him or her, then switch to another rep. Once you find that right person, you need to ask him or her to give you the contact info. Also find some dell rep that has English names or you won't get a good deal

 

Amazingly something actually worked for once

Got my replacement order details, system has moved in to production

 

The dell manager changed many hardware configurations of my newest replacement. So i had to wait for the order to get approve again which might take 10-14 days like last time

 

Might be loser talk for you, but honestly man. QX9300?? You don't even have a processor with a 6mb cache. You dont even deserve a T9600 in your warranty replacement. Lets not forget the questionable way that you behaved towards Dell before with email bombs and anger, which is (with all due respect) why you were flagged and no one is dealing with you on the phone.

You also have "Toasted" your 8800M's and melted the plastic, the fact that they are even going to take your GPU's back without blaming you is something you should be happy about.

I go back to my original position and suggest you call back dell, ask for another card to match your SLI config and walk away happy. Of course, if you think you deserve a QX9300 for whatever reason then go for it. Personally I still think you specifically should be grateful, Dell isn't a charity.

 

Nick - the way Dell has dealt with my case and several others, it's the LEAST Dell could do at this point. I wish I could give you a timeline of all the events and cases Dell has plain old just screwed up beyond belief. Accomodating the customer by giving them something extra is not "undeserving", but trying to make them happy so they remain in business. You're looking at it from a purely material point of view: I have object A, and I want object B. Sure. But, if you look at the whole picture, giving me the max spec available would be the LEAST Dell should do at this point for a customer of over ten years who has simply been lied to and defrauded by many a tech support representative.

Dell isn't a charity?? Tell that to the thousands of people involved in the various class action lawsuits over the last five years alone. Let's just say that some of the reasons the old suits were brought against them are the exact reason I'm pursuing this with Dell currently. Just because they've been hit, doesn't mean they're stopping the ridiculous actions with customers.

 

For what my opinion is worth, I can see where you're both coming from. I've been a Dell user for 10 years almost, and had so much stuff happen over the past 2 months.

I do think you're unlikely to get the QX9300 and 280M SLI; if you got one it would be a good result, and I probably got the processor because I had the X9000 in my last machine. It would be a very big stretch for you to get it. Sure, it varies based on the case/rep/spec but I doubt very much you'd get both; I had lots of leverage and couldn't get them all.

But they do try some stuff on you; I had a rep try some tricks on me (including trying to give a single 260M at first). The best advice I can give when negotiating specs is to insist they provide the full specification each time they replace a part, and make sure the parts match the ones specified. If a part is not satisfactory, explain precisely why it isn't ("I paid for an SLI system", or "I paid for an extreme processor" for example), instead of "I want this because you messed up so much".

I was very angry with how I was treated, but still, it's always best to be polite and cool. Anger is a card you can only really play once, and it needs a lot of justification.

 

I am quite disturbed by this extreme boxing period. If the kinda people that are responcible for putting my laptop in a box are taking this long. Then im not sure i want the product they put together for me.

I mean to say, if they struggle with the " put it in a box " thing, whats the build quality going to be.

 

Hank - North America's support # from Alienware's support site. (866) 287-6727


You can go two routes - tech support or customer service. I recommend customer service first and if that doesn't work, try tech support . They will ask you for an account #. Tell them you don't have one but you can give them a service tag # for your M17x (should be on the box if you haven't opened it yet).

 

you obviously haven't got through dell hell yet. having to fight tooth and nail for months on end and being treated like a retard on a daily basis takes its tole. and it is like for like (supposed to be anyways...) and extreme processor for extreme possessor. if you would be satisfied with a downgrade, good for you, be happy. it doesnt matter if 10 parts are an upgrade but one thing is a downgrade, it is still a downgrade...

 

Thanks for the #'s Zath.

 

I'm in a similar position, up to my 4th order number with the change appearing to come from Windows 7 being loaded (which I would prefer the clean install anyway).

Would be good to hear how long this process is taking for different people here in the United States. My first order date was 23 October 2009, has anyone got a later date than that and received their new rig?

 

Agreed on like for like. A T8300 is not like for like with a QX9300, everything other than the SLI on his system is an upgrade. And I have been through "Dell Hell" but had a good experience

 

i got some seemingly good news today. i got a call and the manager told me that my laptop has completed the build stage and was shipped out monday. But here is the funny part, i am in the US and he said that it has shipped from overseas?? Does Alienware products ship from oversees? He said i should have it on Thursday of this week. Unlucky for me i am traveling Thursday and so i wont get back till Saturday. Will keep you posted, but let me know if the ship from overseas story sounds true?

 

I believe they're made somewhere in the asia pac region, when was your original order date and did you also have several cancelled orders too?. I'm just trying to get an idea of turnaround times.

Thanks for your help?

 

I had initial order date of 10/29/09 got cancelled and new order on 11/04 - they expedited my order because i complained and i got the call today telling me that my shipment shipped out Monday from overseas and i should have it Thursday or Friday. I will find out Saturday and post updates if it is true.

 

I believe they're built in Malaysia.

Phone # status update still says the "Build" stage, but 3 calls now all say it will ship on the 11th (tomorrow). Usually that date fluctuates from call to call, so maybe it's time to get cautiously optimistic. I just don't see how it could go through testing and boxing in less than a day. (although it *should*, but this is Dell..)

 

my order status when i call still says "currently being processed" but the guy told me my laptop has been built and shipped, so i too am optimistic

 

Do you have tracking information? If they can't give you tracking information then don't believe that it's been shipped already. Tracking information gets generated before it even gets picked up from Dell.