*Alienware/Dell - Warranty Discussion Thread (Questions Only)*

[mfractal]

i actually have an awesome indian customer care rep.
It's a matter of luck.. It really pisses me off they are trying to rip you off like that, next time ask to speak to a supervisor!
So are they fixing it for you ?

[KiLlaStrémé07]

i actually have an awesome indian customer care rep.
It's a matter of luck.. It really pisses me off they are trying to rip you off like that, next time ask to speak to a supervisor!
So are they fixing it for you ?

Well the person i talked to was a lady and she did transferred me to her manager and he also was asking me the same thing. So i guess some of them are scams, but i probably try and call dell again and ask them about it. It just doesn't make any sense.

[mfractal]

What kind of warranty did you purchase with the laptop ?
Can you paste the warranty line from your order details here ?

[BatBoy]

KiLlaStrémé07 -

Welcome to the forum!

Depending on your geographic region, you will have different criteria for warranty repair. If you are in a region which does not have on-site, your only recourse is to send it in. For a full breakdown of warranty coverage by region, please see this link:

Dell Services | Service Contracts | Dell (Use the Home/Home Office pull down menu - unless you purchased via a member purchase program or business program)

Concerning a 'software warranty', Dell does provide Software support - this is an extra add-on and IMO is not worth the price they ask. You are much better off posting here if you run into software conflicts. We have the Windows OS area of NBR where you can discuss a wide range of OS conflicts with given apps. For AW related apps, you have the resources of a large group of owners right here... many of which are more fluent at troubleshooting than your basic tech support rep simply because we use these systems constanty. For a breakdown of software support coverage offered by Dell, see this link:

http://www.dell.com/content/topics/g...dhs&redirect=1

I am merging your thread with the warranty question thread. See post#1 for additional links/info.

Best of luck with the repair!

[Charismaztex]

So with advanced accidental warranty, if I upgrade to aftermarket SSD and RAM and I accidentally drop my computer and it gets totally smashed, does the RAM and SSD get covered?

In Dell's agreement document it says

"Notebooks. Only the central processing unit, internal keyboard, internal hard drives, and the computer’s built-in LCD are covered."

I am tending to interpret this as any internal hard drive is covered whether Dell original or aftermarket (as it does not specifiy that it has to be "original" and "sepcified in invoice"), but RAM is not covered.

I am also assuming Dell will provide the customer with a working computer that does not look like it has taken a beating, although I understand that Dell is not obliged to provide a cosmetically perfect system.

[jabbok]

So with advanced accidental warranty, if I upgrade to aftermarket SSD and RAM and I accidentally drop my computer and it gets totally smashed, does the RAM and SSD get covered?

In Dell's agreement document it says

"Notebooks. Only the central processing unit, internal keyboard, internal hard drives, and the computer’s built-in LCD are covered."

I am tending to interpret this as any internal hard drive is covered whether Dell original or aftermarket (as it does not specifiy that it has to be "original" and "sepcified in invoice"), but RAM is not covered.

I am also assuming Dell will provide the customer with a working computer that does not look like it has taken a beating, although I understand that Dell is not obliged to provide a cosmetically perfect system.

No only the parts that were purchased at the time of the sale would be covered so your ram and ssd would not be.

[LVNeptune]

Technically I would consider them covered, you will need to beat the hell out of them but I think you can get it covered.

[kevinmajere]

First, I'm pulling my hair out here. The company I worked for originally bought a Studio XPS 1645. We had it for a few months before we noticed some major issues with temperatures. We would use it with our projector for PowerPoint and it would randomly shut down due to heat. After many attempts to fix it, Dell issued a replacement AW M15x in October 2010.

Great laptop (bit heavy!) has been holding its own till about January of this year. We started to notice lines in the screen would randomly appear and vanish. It would not enter sleep mode. The bios would randomly reset from time to time (default back to 2009 date). Sometimes when powered off, we would try to turn it on, and we had to do the power drain trick just to get it turned on.

We had the motherboard replaced in April, which seemed to fix the issues for a time. But now they are reappearing and today the laptop has bricked on us in the middle of showing a DVD to a potential client. Needless to say it powered off randomly, and would not power back on. The Alienware head lights up, then powers down.

My boss is furious. He wants me to contact dell and get it replaced asap. We purchased it under the small business account with next day business support. But he wants the total laptop replaced asap. I told him we had next business day service to get the motherboard replaced again or have it sent to a depot for repairs. (He screamed at me when I mentioned this to him) He does not want it sent to a depot for weeks at a time. He wants the system out of the office and not fixed with some spare part that will break down again. He is that pissed off. (I think he was embarrassed in front of the client).

I guess my question is: should I press dell for a replacement? I don’t want to seem pushy, but we did pay around $2,300 for the laptop + warranty and the problems keep on mounting. What would you do in this situation?

[LVNeptune]

Push for a replacement system, tell them this is the second time you have had this issue and a replacement motherboard is unacceptable. You are a business and this is causing downtime for you and your clients. Tell them you want a replacement machine overnighted and do NOT take no for an answer. If they are unable to assist you talk to a supervisor and keep escalating it. Unfortunately I do not see you getting this resolved today but you may luck out.

Purchasing it on a small business account should entitle you to free US-based support so you shouldn't be talking to anyone overseas.

[kevinmajere]

I called Dell, they wanted it sent to a depot. I told them that was not going to work. There sending another motherboard to replace it. I asked if they were refurb parts... he hesistated and said no... I don't know what to believe, after reading your post, Im going to call back and see what I can do. I actually managed to get the laptop started, but I have to run it in stealthmode or else it will power down after a few minutes.