Question about Dell's warranty regarding replacing systems.

I'm hearing a lot of people say that Dell will replace like for like, but I can't find it officially in the warranty. I have a laptop with sli in it and it is up for an exchange because of issues with the keyboard. Unfortunately they want to replace it with a system that doesn't have sli in it instead of upgrading to a newer model that does. Important info: This is an Alienware laptop but I figured I'd still ask since Dell's warranty, I assume, is Alienware's warranty. Help me please?

 

If they are offering like the 580m as the upgrade you'll be better off in my opinion.

 

Here is my latest experience with dell support via outlet center.

First E6420 I got was refurbished, was i7-2760QM, 1600x900, nVidia card, 4gb memory, 320gb hard drive.. once I got it the case was loose below the touchpad
I called them up and they immediately sent out a new one the next day without telling me

I just got an email stating here is a tracking number and it was already out for delivery, opened it and it was worse actually, entire left side of case wasn't even attached to the laptop and 3 screws were screwed in sideways. laptop did have 8gb memory, 500gb hard drive, but strange thing is, it did not have an nvidia card, it had an intel GMA 3000, which I found odd since you can't even build one without nvidia for the i7-2760QM, actually errors on page without it

Called and they were suppose to review the specs before sending it to me. Day 1, they sent an email with a machine that could fit my specs but it was 1366x768 but I was insistent on having the same specs I originally had, day 2 they sent another one, but no backlit key and not correct resolution, day 3 still no machines that match what I needed.

Explained that all I wanted was at least the non-upgraded parts that my original had, so they kept searching for one in their warehouse, now whats strange is I kept seeing matching computers on the outlet website but according to them, its from a different department, replacements are not from the outlet center, its from a separate warehouse.

Day 4, still no matching laptop and they will check back again.. now I am getting Dell to at least fix the bottom on the original laptop, so now I have 2 E6420 at home and I couldn't return the original till I got a new replacement, which they aren't pressuring me for, they actually told me not to return the original till I receive the laptop I'm happy with.

What a pain, but least they are on top of it, I still think their support is halfway good, even with a bad situation like this, they are not blowing me off or hiding behind a "hidden" warranty agreement terms

 

I feel your pain. I've had 4 replacements sent since my original order from over 2 months ago. Only thing missing from the original unit was the backlit keyboard. Instead of just sending me the replacement keyboard, Dell Outlet "requires" the item sent back. My system grew from an E5520 with i5-2430, 4GB RAM, 500GB HDD to an E6420 with i5-2520 and 256GB SSD, so I can't complain. The last unit was fine until the sound went out a few weeks ago, and they can't figure what the problem is. Waited patiently for a matching replacement from Outlet and after rejecting a few units that didn't meet the current unit spec; now I got a brand new unit shipment notice; they're sending it FedEx next day.

 

@Narkoleptik,

If you PM me your service tag, I'll be happy to look into your case.

@iamian and @lee5i3 thank you for your feedback!

-Mourin@Dell

 

I will do that Mourin, just to let you know now... They sent me the m17x R3 and I have it in my hands and have been using it. It isn't a bad machine and I'm liking it so far. They offered me a gtx580m for it to help with not having my SLI. I still need to mail back the original m17x R1. PM incoming.

 

Whats funny is, they finally just found a system that matched my CPU/Video Card and Resolution I wanted, and it ended up coming with 8GB of RAM and a 256GB SSD, crazy...