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

[tsurashi]

It's been a while since I've posted (but I've still been reading ), I should be getting my exchange laptop in a week. Once again, lovely customer service... no idea if it'll be an M17x-R2 or an M15x, as I get varying stories when I call and ask... but I do see in my Dell account a replacement order. Apparently what I see on the order is not what they're sending, which is confusing as well, what I see in my account is supposedly a "placeholder" for the actual exchange machine (which shows an M17x-R2). From what their internal tracking shows, I should be getting a pretty decked out M15x (once again, no real specifics given).

Just FYI, I had to open a BBB case against them to actually get any progress on exchanging. The exchange laptop was ordered shortly after. I give up trying to understand their internal/external differences with my account, but as long as I get a machine I can do my work on reliably, I'll be happy.

[trikster]

It's been a while since I've posted (but I've still been reading ), I should be getting my exchange laptop in a week. Once again, lovely customer service... no idea if it'll be an M17x-R2 or an M15x, as I get varying stories when I call and ask... but I do see in my Dell account a replacement order. Apparently what I see on the order is not what they're sending, which is confusing as well, what I see in my account is supposedly a "placeholder" for the actual exchange machine (which shows an M17x-R2). From what their internal tracking shows, I should be getting a pretty decked out M15x (once again, no real specifics given).

Just FYI, I had to open a BBB case against them to actually get any progress on exchanging. The exchange laptop was ordered shortly after. I give up trying to understand their internal/external differences with my account, but as long as I get a machine I can do my work on reliably, I'll be happy.

Similar boat, I still don't know if I am getting an R2 or M15x either. You are about a week ahead of me on the Dell timetable, so I don't have an order number just yet. I threatened BBB, but I also got a decent supervisor to work with me on my issue. He pretty much said, let my tech do all the driver install and tweaks and if your machine still has issues (which it did) then a replacement would be ordered.

[Leahy]

Yikes, lots of problems in this thread.

I'm in line to receive a replacement for my M1730, which will most likely be a M17x. I've been waiting two weeks and still don't know what the specs are or if it'll be an R1 or R2. If they try and stick me with a refurbished R1, I think I'm going to fight for an R2 because of all the problems with the R1.

I imagine the problems with the M1730's and M17x R1's have been an absolute nightmare for Dell, which is why the replacement process is such a MESS

For the record Aristotelhs2060, Dell let me replace the graphics card on my M1730 and were going to let me replace the screen/mobo/graphics card before they canceled that order because the graphics card was unavailable.

[tsurashi]

Just don't believe their time table on exchange... I was told that I'd have it in 7-10 days. That was March 5th. March 19th, they finally order an exchange, and only because I kept calling to 'remind' them. They haven't even officially responded to BBB regarding my case which was opened March 3rd (they had until March 24th)... and now have the possibility of losing their BBB accreditation due to it. Interesting customer care to say the least.

[trikster]

Just don't believe their time table on exchange... I was told that I'd have it in 7-10 days. That was March 5th. March 19th, they finally order an exchange, and only because I kept calling to 'remind' them. They haven't even officially responded to BBB regarding my case which was opened March 3rd (they had until March 24th)... and now have the possibility of losing their BBB accreditation due to it. Interesting customer care to say the least.

I was told 22 business days. I think I got a correct timeline out of the guy...unfortunately.

Like the other poster said, the M1730 was a disaster of a laptop. I went through many of them. Don't be surprised if they send you an R1, its still being sold through the website, need to deplete their stock.

[Leahy]

Just don't believe their time table on exchange... I was told that I'd have it in 7-10 days. That was March 5th. March 19th, they finally order an exchange, and only because I kept calling to 'remind' them. They haven't even officially responded to BBB regarding my case which was opened March 3rd (they had until March 24th)... and now have the possibility of losing their BBB accreditation due to it. Interesting customer care to say the least.

Jeez, that's terrible.

I was told 2-3 weeks by the guy on the phone when he initiated the exchange and then got a confirmation email a few days later saying that it "usually takes 3-4 weeks for us to build your system at our factory." I've read a lot of stories and it seems like some exchanges have been processed in a few days (people that got high up on the escalation chain) and others that have been pending for many weeks (like yours). I'll give them to the three week mark since I can afford to wait; if nothing has at least shown up on my order page or service call status page by then I'll start asking questions.

[KLOVER]

This works well in the US.


You'll get contacted within 1 day usually.

And Canada. Have always had excellent resolutions (expedited replacements and $ compensation) through this channel (i.e., unresolved issues).

[Brah]

I'm guessing people here just get lucky after having to replace one or two parts and having the whole computer replaced. Although I now have another open case, I just wrote Unresolved Issues about my whole experience. Now if you'll pardon me I'd like to vent.

Since the time I received my Alienware laptop, I have been experiencing a number of problems that included the replacement of my laptop's

•its GPU (any programs using the graphics card would eventually crash)

•motherboard (random shuddering, random freezing, problems with keyboard)


(and today)
•the LCD monitor (White lines across screen)

•its keyboard (intermittent keys, picks up on keystrokes slowly, and skips letters randomly)

•and the touch pad (It is unresponsive, no back light)

After trying to explain to the five people (three who disconnected me, one of which was going to escalate my case to his superior for a replacement, and totaled my time on the phone to about six to seven hours) the other day that the problem was more than likely not a faulty keyboard and/or touch pad but the motherboard's fault (again). The Dell technician came by today confirmed my suspicions when he plugged in the brand new keyboard and touch pad and it did not function properly just liked the previous ones did not. He also noticed some distortion on my screen saying it is highly likely another faulty GPU that I have.

The technician then proceeded to call his Dell service on my behalf citing the above problems and suggesting that I receive a replacement to which a woman on the phone denied the request and wanted me to "depot" my laptop for a somewhat lengthy period of time. I told my technician, who relayed it to the woman, that I could not afford to be without my computer for an indiscriminate amount of time, not knowing where it would be, etc. The only other option she gave was to replace the motherboard and the GPU (again) which I suppose I had to take. As I said at the beginning, I just wrote to the Dell unresolved issues hoping I can skip having to get stuff replaced again.

[trikster]

Just be persistant. I had one supervisor say that they would NOT do a replacement. I called back and kept asking for a different supervisor until I got one that would give me a replacement. It took a bunch of calls (11 hours total, one day) to get to that point, but I did. Still waiting to hear which machine I am going to be getting, but it isn't going to be another R1.

[Leahy]

Still waiting here too.

My service call status page says:

Description: REQUIRES USAGE SUPPORT
Service Call Number: *********
Initiation Date: 3/24/2010
Last Updated: 1/1/0001 12:00:00 AM
Call Status: PND
Call Type: EXG
Service Ship Date: Not available


Last updated 2009 years ago... sounds about right.