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

[BatBoy]

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As a reminder to all, fraud is not tolerated here on NBR. NBR has a very strict policy towards this.
Fraud discussion will be removed and infractions issued with possible bans.
Do not discuss. See the forum rules.

Thanks.

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A few AW Forum members have posted issues with obtaining warranty repair, system exchanges/replacements.

I have put together a few bits of info which might assist in obtaining resolution. A similar thread was created for Dell XPS M1730 owners which has proved very helpful in concentrating all discussion to one thread, providing a place to post experiences/vent frustrations and share tips to use when contacting dell.

Dell provides an option on their main site to assist in escalating a given issue which is not being resolved through normal tech support channels.

Most of the Dell websites have a link at the bottom of the main page. For the US, UK and Malaysia sites, its listed as 'Unresolved Issues'. If you are in another region, check your Dell website for your specific country - some sites do not have this feature/link.

• US based customers - Unresolved Issues
  
  
• UK based customers - Unresolved Issues
  
  
• Malaysia based customers - Unresolved Issues

When using these links, you will be greeted with two options:

1. Customer Service (this is defined by Dell as 'Missing, damaged or incorrect orders, Lead time issues or Refund or exchange problems')

2. Technical Support (this is defined by Dell as 'Products not functioning and Operating System problems')

When filling out the related webform, be sure to provide your case#. Your case# is generated when you first contact Dell Technical Support for assistance. Recap the situation and be polite. Provide your contact info and request a follow up.

NOTE: You need to contact Technical Support and work with the Tech Support Rep prior to using the Unresolved Issues link. Dell will not accept straight contact via this link without first reporting the issue to tech support and allowing them a chance to resolve it. Again, you must contact tech support first. Unresolved Issues should only be used if you are faced with a brick wall and are not receiving any response to your requests for assistance.


Alienware Legacy Systems

Dell/Alienware support 800-254-3692.

For support of pre-Dell Legacy Alienware PCs call 866-287-6727 or email anzlegacysupport@Dell.com
They will need the following information -
Name:
Address:
Phone:
System Model:
Issue Description:
Alienware Account Number:
Alienware Order Number:
Issue:
Troubleshooting done:

Quote Src: http://en.community.dell.com/owners-.../19321445.aspx

Finally, as a reminder of NBR's forum rules, please -

• Do not post content from private correspondence, such as email or chat, within the forums. Posting any other persons private information such as email, phone number or address could result in banning.
  
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So, if you are faced with a support issue, have already contacted tech support and are hitting a brick wall with obtaining repair or replacement/exchange, feel free to post here.

As a reminder to all, fraud is not tolerated here on NBR. NBR has a very strict policy towards this.
Fraud discussion will be removed and infractions issued with possible bans.
Do not discuss. See the forum rules.

Thanks.

[weddingvideos4u]

The un resolved issues link doesnt do anything have been using for 10 days and still no reply!

thats the UK one

[Kade Storm]

Weddingvideos4u,
I know what you are talking about, from the UK perspective.

Initially, it did not work for me either. Have you tried acquiring a 'case number' by first contacting technical support? If you have, then I can't say much more. If you haven't, then I can tell you that this is indeed important and a requirement. While filling the form in the unresolved issue link, you will need to enter a valid and open case number (closed cases will be considered invalid), otherwise your submission--which will appear like it has gone through--will be ignored by Dell.

Cheers.

[weddingvideos4u]

I have filled in the un resolved form now about 4 times and have used a valid and still open case number.

its been around 10 days or maybe more since i first did this.

it seem to be a submit and be ignored form

[sleey0]

This works well in the US.


You'll get contacted within 1 day usually.

[DR650SE]

I'm going to bump this to the top since there seem to be a number of individuals inquiring about this issue due to the release of the M17X R2 in hopes of redirecting questions here rather then other threads. Also for the newer members who have found this sweet forum in recent days but have yet to discover the neat little search function lol. Hope this helps fellas

[trikster]

One question I have in regards to this process... Should I be calling Dell technical support or Alienware technical support? When I called AW, I didn't get a case number. I also asked if the drivers (that still have not come out) don't fix the problem and I need the unit replaced, who do I call, and they said Dell (since this m17x is a warranty replacement for the abysmal m1730 I had previous). I hope to have a definitive answer so I don't get bounced around all over the place.

Thanks!

[BatBoy]

Contact Dell Support (stick with them as they will be the entity authorizing service and handling any exchanges or replacements if deemed necessary) and give them your Service Tag. Explain the issues you are having and request a case be opened to troubleshoot. Before ending the call, get a case# from the rep. This case# is usually sent out after the call via automated email however I suggest asking for the # while on the phone.

Since you dealt with them on the M1730 issue, you know the drill

[trikster]

Since you dealt with them on the M1730 issue, you know the drill

Not to get off track, but I went through 4 M1730's... Every last one of them failed, including the one that decided to thermal on my lap. No overclocking or anything, it literally went ZAP! Sizzle-sizzle, then the battery distorted the plastic. Ahh, good times.

Thanks for the heads up, I won't keep calling AW.

[trikster]

OH, one other question. I assume I call the XPS laptop support or just the general laptop support? Do you know if they still offer the online chat?