My Dell / Alienware repair horror story

[deuceduzit]

Dell tech came today to replace my xfire 7970m's that I bought a week ago... cards were defective and artifacts randomly + problem with laptop locking up randomly when plugged in and responding only when unplugged....

Dell repair guy replaced the motherboard, 2 gpus + LCD screen.... I took a half day from work so I can be home for the tech... It took him 2 hours to finish up... first boot we were greeted with no display and fans full blast without no beeps and won't respond to anything ( ended up having to pull battery ), 2nd boot greeted with 5 beeps, tech opened up the machine and make sure ram + misc cables were tight.... 3rd boot it finally posted but now the keyboard does not respond.... Tech opened up the computer about 5 more timed and can't figure out why keyboard is unresponsive... Tech finally opted to call Dell to report problems... Dell support hung up while he was on hold 3 times.... finally got a hold of them and they advised the tech to tell me that I will have to send out the laptop to the depot for service... it will take 7-14 days.... was my response... I use this laptop everyday for work and its month end closing... that means the business damn time of the month for me... I asked them if they can cross ship a laptop so i can use in the meantime, they said no.... I think this is completely unacceptable, I have had nothing but bad luck with Alienware product line... This is my 2nd Alienware within a month... First one was m17x R3 that had charge problems...

What are the chances of them just swapping my laptop out with a new one? I just spent $1000+ (2 7970m's + fans/heatsinks/etc...) on upgrades and now the computer still doesnt work... It wasnt the tech's fault I watched him like a hawk the entire time and he was very professional when replacing the parts... I'm thinking they sent me a defective refurb motherboard as a replacement.... So now the India Dell tech guy is insisting on me sending them the laptop for repairs taking anywhere from 7-14 days which is out of the question for me since I use this primarily for work... Has anyone here had similar problems with Dell? What did they ended up doing for you?

I feel Dell needs to make it right for me at this point, especially after all the money I just sunk into they system.... What are my chances of getting a new system replacement cross-shipped?

BTW, I had to rush out to the store tonight to buy an external keyboard+mouse so I can use it for work tomorrow... Moe MONEY SPENT!

Thanks for reading my loooooonnnngggg ranting post, hope dell attempt to make things right for me....

HELP ME DELL REPS!!!!

UPDATE #1 - I just tried booting it up again right now so I can backup my files and now as soon as I plug in the AC adapter the laptop would turn on by itself and fans running full speed with no beeps, no post... Had to take battery out.... It will only post if I first turn it on with just the battery and then plug in AC adapter... This is crazy... What a mess....

UPDATE #2 - Dell sending out another tech with more replacement parts... Motherboard + Media Panel + Keyboard + top touchpad... I am requesting new thermal paste as well... Poor 7970m's will die of heat....

Update #3 - BACKORDERED...

Update #4 - Called and had the part taken out of the order... it was the side tact x keys... Dell has agreed to send it once available

Update #5 - Alienware rep said parts were shipped to tech already but probably wont be service today... Latest by Monday... I wanna put a bullet in my alienware, but the price on the bullet isnt even worth it at this point. P. O. S. laptop. <--- As you can tell my patience level has depleted. ATTN DELL REPS: MAKE THIS RIGHT! Purchased your great 7970m's and haven't even had a chance to really enjoy it because your laptops are acting retarded, FIX IT! FIX IT! FIIIXXXX ITTTTTT!!!!! Someone needs to call me and give me ACCURATE information about the laptop, I am sick of tired of all of this run around!

UPDATE #6 - Ok, parts should be shipped soon... Luis & Costa Rica team has been great (German, Jose, you too!). They are doing everything they can... I'm just pissed, but not their fault. Its been crazy trying to work with this laptop. I had it shutdown on me earlier today while I was working... You guessed it... I lost everything I was working on.... Hence why you see the nice "Update #5" rant...

Update #7 - Just called support team again and now service will be done on Monday. Another weekend with no laptop...

Update #8 - Just got my a$s handed to me because I missed a deadline (read update #6). Thanks Dell... May you never fail to make people like me want to slit our rists and jump off buildings... Good for you....

Update #9 - New ETA is now Tuesday... RRREEEAAALLLLYYY?!!!! Does anyone there know whats going on?

Update #10 - Tech came today 7/2/12 (Monday) and fixed my laptop... replaced everything.... Keyboard was sent out of the box... It was just sitting bare on top of the box... Tech was able to bend it back into shape for install.... Keyboard trim bezel was cracked on both ends.... Will upload pics later... I'm just happy my laptop is working again... Now I may have to call Dell and have them send me replacement kb/trim when possible... At least its working now...

[DanXbix]

Your not alone with your horror stories i have many. I am currently trying to finalise most likely a refund! its extremely disappointing as i love the look of the machine but all the downtime, Stress & constantly having to chase your repairs is it really worth it? Dell is good how they will replace machines but it takes a hell of a effort getting that resolution! i have had 2 AW 1x XPS all faulty. I'm not a apple guy but none of my apple products have failed in that time and have been rock solid! QA & Proper knowledge of their products & parts from Tech support is desperately needed! If they fixed that up they would be saving $$$ on all the replacements they hand out.

[deuceduzit]

Man... I'm in the same boat... I had a XPS prior to the m17 R3... they eventually had to replace the laptop and I ended up just selling it. I'm in contact with Luis and alien ware team in Costa Rica.... I will give them a shout tomorrow and hope they can do something for me... I'm just freaking out because its imperative right now that I have my system up for work... I have some major deadlines and will catch a lot of heat.... I damn near wanted to cry today.... sad...

- will keep thread updated...

[tek860]

Ask for an Advanced Resolution Specialist they are the ones that can implement exchanges and requests for new builds.

BTW Im on my 3rd

[tek860]

When you talk to support tell them you need your case to be escalated to Commercial Escalations Operations, and ask to speak with an Advanced Resolution Specialists. A lot of the bottom line support doesn't even know what this is so you may need to ask for a supervisor. Its important to be firm but polite when you talk to any of their support. I found they are understanding when you're understanding and more willing to accommodate special requests. I've had my M15x replaced with a brand new m18x r2 built to basically my specs. The higher level warranty's you have the better though. Fortunately Im an MPP member and was able to request executive escalations. They're the highest level and don't need to have their cases approved by anyone else.


BTW what is up with Dell lately, I've had 12 years of great experiences until late last year. Then everything they sent me comes broken! I'm getting my 3rd replacement (new builds, not refurbs) system next week. Actually the refurb I got a while back is more reliable then any of the new builds!
BTW Im on my 3rd

[tek860]

Ask for an Advanced Resolution Specialist they are the ones that can implement exchanges and requests for new builds.

BTW Im on my 3rd

[tek860]

Sorry for the triple posts, is there a way to delete them? I hit back after posting and hit refresh not realizing it kept sending the messages

[Zero989]

Welcome to the club my 7970M CF system has had 5 service requests... The 7970M CF is just bad luck. Dell is usually VERY good with repairs. I'd still recommend them.

[deuceduzit]

Still haven't received a call yet... its been a sad day... I feel so sick I don't even want to look at the laptop...

[Defengar]

page one of the dell reps here.