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

[GetFound]

So now that my coworker had his M17X crap this week the same way mine did, after two part replacements they called him yesterday and offered him a system exchange. I told him that was good it should only be a couple weeks as thats how long mine has been since they approved my exchange. I was looking at our order page and saw a new order last night and said finally, heres my specs. I looked up his support history and saw that this was my coworkers computer!!!! BS! I called my rep/manager to see what was going on with mine and he wouldnt get on the phone, the person relaying the message said he would email me later. I'm getting soo sick of this! He did email me saying it usually takes this long, so I showed him my coworkers case via email and he didnt have much to say. I asked my case get escalated. Sooo retarded that two people from the same company call with the same issues and he already has an order and I called two weeks prior and am still being run around.

[infernia]

Wait, this rep/manager you are working with is one you got from using the boss' email. I thought that was the ultimate escalation.
So, you can escalate your case yet again and now you have even more ammo because your coworker, with the same problems, just got a replacement.
Sounds like there is a light at the end of the tunnel.

[Dwarf King]

Sorry, I guess they did offer another replacement but only another refurb and they said if I did that they just got refurb'd T9600's and 1066 ram in both 2 and 4 gig sticks so I'd probably get that rather than the Q9000 and 8 gig of 1333.

Well I am sorry to hear that this is your outcome I agree that IF they have tried several times (3+) to repair your machine without success and that they damaged it while under repair and refuse to talk about refund or replacement(a new machine) and that the mail, which was written in a polite and civilized manner(hopefully), sent to michael_dell@dell.com did not help you out then I see no other option than BBB. However I can not understand why they are giving you such a hard time. That is a riddle way too hard for me to figure out. I mean you bought a new machine and it breaks down within the warranty period right? They try to repair it like 2 or 3 times? Did you buy a refurb to start with? If you can say yes, yes and no then I also believe that BBB is the best option.

[DaneGRClose]

Infernia, this has been happening over the course of about 2 months now. I've been reading the forums since stuff started happening and been driving very hard on fast fixes and then replacement and it's worked til now. Don't know why I'm hitting a brick wall now. If I were you I would demand a full refund and when they go down both legs say that "an alternate solution that benefits both parties would be a replacement agreed upon by both parties with a partial warranty and the possibility of purchasing an extended warranty". It's worth a shot. Or just go straight for the juggular and get ahold of the BBB and have an attorney contact them all in one day. Either way go for shock. Oh and from new understanding Infernia the escalation reps that initially contact you are FAR from the top of the foodchain over there in dilusional Delienware land.

[DaneGRClose]

Dwarf King I'm kinda ticked about it too, to say the least. I have spent no less than 25-30 hours on the phone in the last month alone with different reps in different division all because of a bonk'd pc. Everything I did was in a VERY VERY calm manner and civilized gesture. I did raise my voice a bit at my "escalation rep" at the very end of the last call after he stated "you're being very ungreatful, take it or we'll order another one that will most likely have lower specs". And the answer to your questions are yes it was purchased from them brand new and it's still under warranty for a couple months, yes they tried 3 repairs and wanted to try a 4th all under warranty, and no it was not purchased from Dell as a refurb. Sounds like I need to move to Sweden I'm starting to think big corporations run the USA with the government as their puppet. It's just sickening and aggitating when this happens.

[Dwarf King]

Dwarf King I'm kinda ticked about it too, to say the least. I have spent no less than 25-30 hours on the phone in the last month alone with different reps in different division all because of a bonk'd pc. Everything I did was in a VERY VERY calm manner and civilized gesture. I did raise my voice a bit at my "escalation rep" at the very end of the last call after he stated "you're being very ungreatful, take it or we'll order another one that will most likely have lower specs". And the answer to your questions are yes it was purchased from them brand new and it's still under warranty for a couple months, yes they tried 3 repairs and wanted to try a 4th all under warranty, and no it was not purchased from Dell as a refurb. Sounds like I need to move to Sweden I'm starting to think big corporations run the USA with the government as their puppet. It's just sickening and aggitating when this happens.

Well I understand your situation and I myself did speak in a very harsh and firm tone to a tech once(but never to the person who represented Michael/the Michael mail ), but PLEASE remember this IF you raise your voice with a escalation rep that takes contact to you after emailing the Michael mail then you are picking a fight with a person who has the power to delay your solution. If they tell you that you are very ungrateful then explain in a calm tone that your request is humble compared to all the sufferings you have experience(this is the negotiation part where the person providing you with a service as well as you are suppose to walk away with the face intact and upright). In fact if you ever in the future should be unlucky enough to get a lemon computer then do never raise your voice when speaking to a rep manager. In your case I would contact BBB as it seems like the last door has been shut. I know from my own personal experience how frustrating this can be(bought my defect machine in January and got a new stable one the 20th of May). I hope everything works out for you.

[DaneGRClose]

Well got another contact from my rep after shooting off a very polite but extremely threatening email to corp again. The last couple times he was on the phone with me it was no we don't do new computers after the first 21 days, no exceptions. And this time he said he was going to really push for getting me a brand new replacement and would be back with me on it no later than tomorrow. So we'll see, keepin every one of my fingers and toes crossed!

[alienwolf]

I too hard to swallow my pride a bit to get past the last hurdle. As I posted before my rep keep saying we have the option of building you a unit thru our refurb Dept, same or better. He keep saying trust me I am sure you will be happy with the outcome. In the end it was my R2, but as Dwarf King said, I never raised my voice ( as much as I wanted too ) and kept saying I only want what is right! Just be fair what would you want? to him.

[GetFound]

Wait, this rep/manager you are working with is one you got from using the boss' email. I thought that was the ultimate escalation.
So, you can escalate your case yet again and now you have even more ammo because your coworker, with the same problems, just got a replacement.
Sounds like there is a light at the end of the tunnel.

I didnt use the boss email. Just asked for a manager during some run around.

[Dwarf King]

Well got another contact from my rep after shooting off a very polite but extremely threatening email to corp again. The last couple times he was on the phone with me it was no we don't do new computers after the first 21 days, no exceptions. And this time he said he was going to really push for getting me a brand new replacement and would be back with me on it no later than tomorrow. So we'll see, keepin every one of my fingers and toes crossed!

Hmm... Nice to hear that you might not need to go the long road