*Dell-Alienware & AW Legacy Replacement Systems-Warranty Repair Issues*

[danp224]

Yes, yes, and yes.

It will only show in production and shipped.

The person that you are working with at the corporate office will have the most up to date information.

[Crocs09]

Well Dan, I took your advice again and have more good news (if all goes as planned).. I just spoke to my rep.. My order was placed 05/06 and I have an estimated shipping date of 05/12... Talk about fast, (again, if this is accurate). He tells me that the system is in the last stages of production and that a service tag has already been issued. He also said that the system can ship out from Dell anytime within the next 4 business days. We'll see how it all goes. Crossing my fingers. Will keep you updated. Thanks again.

[danp224]

If you have a service tag, you're done. Should be on time...congrats.

[Crocs09]

If you have a service tag, you're done. Should be on time...congrats.

This is great news! ... I can't thank you enough for all your advice and quick responses.. Hope all goes smooth with your system as well. Keep me updated.

[Crocs09]

Quick question(s). I have never gotten a replacement before so bare with me.. My R2 replacement has shipped and I took a look at the invoice.. Dell is saying that I am responsible for the full payment unless I return the old system within 10 days.. Now, 1) Am I responsible for paying the return shipping? 2) Are they going to send me a box (I don't have the original) or again, am I going to have to pay to have it properly packed? 3) How will I know where to send it back to? Are they going to send all that information with the replacement system??

P.S. Why does my order say "shipped", but yet there's no tracking number available?

[danp224]

Tracking info should appear overnight.

Email your rep, and he will email you the UPS return label.

Also, let him know that you will need a box to return the old one, they should overnight one to you.

[wohast]

My M15x arrived with the front right grill being bent inwards very badly and with the color changing light flickering off and on often. My right USB port does not work at all due to the plastic line piece inside missing. I have had a CD stuck in the slot load tray twice now.

After filling out one of the forms online for damaged product twice in a 5 day period, I never received a response, even though I did receive a confirmation email both times. I finally was able to call Alienware tech support on my day off when I could reach them before they closed. The person I spoke with offered to have all the replacement parts needed to fix my laptop overnighted and someone would fix it within 2-3 business days.

Having spent $1800 for this laptop and receiving it with all of these defects, I do not want to keep a system like this and have it opened up and repaired. I am leaving soon for the entire summer and I do not want to encounter any problems whatsoever. I am requesting to return this defective M15x and would like a replacement system with the exact same specs as this one. I did not pay $1800 for a damaged laptop that has already been opened up and had parts replaced on it within the first 15 days of buying it. If all of this has gone wrong now, I am not going to risk waiting to see what else false apart on this M15x. I am not asking for any free hardware upgrades to my system, all I want is one that is new and in perfect condition. I paid $1800 for a brand new system, not one that has been repaired for 4 different things already and could now definitely be considered "refurbished".

Anyways, I have emailed the case owner explaining all of this and how I do not want to keep the system and now it has been 4 days without a response. After 2 days without a response I submitted a US unresolved issue to customer service. Now 4 days later with no response from the unresolved issue department and no response from my case owner...I have submitted ANOTHER unresolved customer service from the link in the main post.

This is the worst service I have had with Dell. The last laptop I ordered did arrive with a dead LCD screen and within a few days they were shipping me out a completely brand new system WITH upgrades...this time I cant even get a RESPONSE....

[jason7731523]

My M15x arrived with the front right grill being bent inwards very badly and with the color changing light flickering off and on often. My right USB port does not work at all due to the plastic line piece inside missing. I have had a CD stuck in the slot load tray twice now.

After filling out one of the forms online for damaged product twice in a 5 day period, I never received a response, even though I did receive a confirmation email both times. I finally was able to call Alienware tech support on my day off when I could reach them before they closed. The person I spoke with offered to have all the replacement parts needed to fix my laptop overnighted and someone would fix it within 2-3 business days.

Having spent $1800 for this laptop and receiving it with all of these defects, I do not want to keep a system like this and have it opened up and repaired. I am leaving soon for the entire summer and I do not want to encounter any problems whatsoever. I am requesting to return this defective M15x and would like a replacement system with the exact same specs as this one. I did not pay $1800 for a damaged laptop that has already been opened up and had parts replaced on it within the first 15 days of buying it. If all of this has gone wrong now, I am not going to risk waiting to see what else false apart on this M15x. I am not asking for any free hardware upgrades to my system, all I want is one that is new and in perfect condition. I paid $1800 for a brand new system, not one that has been repaired for 4 different things already and could now definitely be considered "refurbished".

Anyways, I have emailed the case owner explaining all of this and how I do not want to keep the system and now it has been 4 days without a response. After 2 days without a response I submitted a US unresolved issue to customer service. Now 4 days later with no response from the unresolved issue department and no response from my case owner...I have submitted ANOTHER unresolved customer service from the link in the main post.

This is the worst service I have had with Dell. The last laptop I ordered did arrive with a dead LCD screen and within a few days they were shipping me out a completely brand new system WITH upgrades...this time I cant even get a RESPONSE....

Dell has a return window on new systems. I believe it's between two and three weeks. Send it back to them, then buy one from BestBuy if you're in a hurry. I decided to go with BestBuy when buying my m11x, because you get more for your money. And, if you get their warranty, it's no hassle getting a replacement. Only downfall is you're limited to what your system is built with.

[danp224]

wohast,

I agree with Jason, if you are within the 21 day window; return it.

If not, and you have gone the unresolved issues route, without resolution, I would take your case upstairs.

I would compose a clear, concise email detailing all of your issues since receiving your machine, and send it off to michael_dell@dell.com. Of course it won't go to Mr. Dell, but it will go to the global consumer resolution group who should be able to fix you up in a jiffy. I've found them to be polite, professional and courteous.

Let us know how everything works out for you.

[jabbok]

Quick question(s). I have never gotten a replacement before so bare with me.. My R2 replacement has shipped and I took a look at the invoice.. Dell is saying that I am responsible for the full payment unless I return the old system within 10 days.. Now, 1) Am I responsible for paying the return shipping? 2) Are they going to send me a box (I don't have the original) or again, am I going to have to pay to have it properly packed? 3) How will I know where to send it back to? Are they going to send all that information with the replacement system??

P.S. Why does my order say "shipped", but yet there's no tracking number available?

They will send you a return label, if not call them and they will email it to you. There shouldn't be any charge for you to return it.

If you don't have the original box you will have to use the box that your new system came in, you want to make sure that it is packed well.