*** Official Alienware Notebook System Replacement Thread ***

Discussion in 'Alienware' started by Mr. Fox, Sep 3, 2015.

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Did Dell/Alienware handle your system exchange appropriately?

  1. Yes: extremely pleased with the swift manner they handled my warranty service and exchange.

    18 vote(s)
    30.5%
  2. Yes: pleased with the outcome, but resolution took too long and required a lot of effort on my part.

    21 vote(s)
    35.6%
  3. No: not happy with the downgraded system I received as an exchange, or there were other issues.

    10 vote(s)
    16.9%
  4. No: not happy because my warranty issue has never been resolved and nobody responds to my concerns.

    10 vote(s)
    16.9%
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  1. fun498

    fun498 Notebook Consultant

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    Again, though...now that the 18 is back, an 18 should be exchanged with an 18. While it is a limited edition haven't stopped selling them to new customers, so they still have stock.
     
  2. Mr. Fox

    Mr. Fox BGA Filth-Hating Elitist

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    Absolutely correct. But, they don't always do what is right. The possibility of being offered one of the grossly inferior machines as a system exchange is a very real one, and some of the people handling the system exchanges don't know what they are doing, and don't have a good understanding of the product line. They can sometimes be extremely stubborn and inflexible, and trying to reason with them is like talking to a fence post.
     
  3. Caladdon

    Caladdon Notebook Evangelist

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    So I've received my system back the day I was due to leave for a 4 day trip to London.
    I'm impressed that there are no marks received on the unit and it was well packaged for its return trip.

    It boots up and will be testing gameplay performance soon.

    Fingers crossed this is my headache over.
     
    fun498 likes this.
  4. fun498

    fun498 Notebook Consultant

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    My order has been cancelled on me and I recieved my shipping label for the old system. I hope the cancellation is actually just a order number change, but I can't tell because the original order did not show up from my account (only if I searched by order number) and no order shows on my account currently...

    EDIT: I got the new order number and everything's OK. They just put it through again to "expedite" it. Not sure what that means if they don't have the parts.
     
    Last edited: Oct 20, 2015
  5. tialex

    tialex Notebook Enthusiast

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    Ok so on my replacement Alienware 18, tech arrived 2 days ago to replace bridge. Replaced bridge and called me (I was at work, my wife was home with him). He had no idea what SLI was, didnt know how to activate it. I had to guide him over the phone how to do it. After even sending a youtube link, he just told me he would call Dell to troubleshoot. So right now, still no SLI, option isnt even there in the Nvidia Control panel. They scheduled a call back for me tonight at 5pm to troubleshoot some more. What else could they possibly do over the phone? This looks like the beginning of a long process. I'll probably have to escalate. Does anybody have any recommendations?
     
  6. faiz23

    faiz23 Macbook FTW

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    Dear Mr. faiz23,


    As discussed over the phone we have reviewed and approved your replacement computer request. Here are some key points of the process:

    1. We are going to send a replacement unit with the same specs of the one you currently have unless a piece/part is no longer available, in which case we will provide the next best option.


    2. If there is any significant change on the configuration for the replacement unit, we are going to send you an e-mail within 2-3 business days. Please review the specs and reply the email with your approval within 48 hours in order to request the shipment of the unit.



    3. This type of replacement is an in-warranty service. Please be aware that the same/current warranty contract will be transferred to the replacement unit once delivered.


    4. The entire process usually takes from 7 – 10 business days. We will keep track of the entire process; if a delay occurs we will inform you.


    Remember that all the follow up and updates about this process will be send to you by e-mail. If you have any questions you can reply to this email or send an email to alienhelp@dell.com


    We have made available an Exchange Status Chat Portal during the process for you as well in case you have any concern or if you need any details about this process (The hours of operation of this chat portal are from 9am to 9pm MST Monday to Friday). You can find the portal in the following location:





    I hope you have a wonderful day.



    Dell | Alienware Technical Support Specialist
     
  7. faiz23

    faiz23 Macbook FTW

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    Wonder what specs laptop I will get?

    My laptop just bit the dust (8 beeps) and I am on windows 7. I did go to windows 10 for couple days like a month ago and then back to 7 for a month. I loaded up the latest Nvidia Game Ready drivers and was playing GTA V for 2-3 hours. I did not have Samsung Magician but I did have EVGA Precision X through Steam. Not sure what caused it but my system was already on its way for system exchange.

    They sent my computer to the depot twice and replaced pretty much every component in there. Now it died and Alienware finally wised up and decided to replace the computer instead of wasting time and money repairing a lemon. They took a lower model config and frankensteined it to meet my original specs as a system exchange.

    This lemon has never been right from day 1 since dell used the original 765m heatsinks with upgraded 780m video cards. I told them multiple times which part number to send but it took them 1 year to send the right part and get the temps down. Glad I have a 4 year warranty but their support is a miss most of the times. Packed the laptop up in the same depot box it has been in twice...lol

    Dear Mr. faiz23,


    As discussed over the phone we have reviewed and approved your replacement computer request. Here are some key points of the process:

    1. We are going to send a replacement unit with the same specs of the one you currently have unless a piece/part is no longer available, in which case we will provide the next best option.


    2. If there is any significant change on the configuration for the replacement unit, we are going to send you an e-mail within 2-3 business days. Please review the specs and reply the email with your approval within 48 hours in order to request the shipment of the unit.



    3. This type of replacement is an in-warranty service. Please be aware that the same/current warranty contract will be transferred to the replacement unit once delivered.


    4. The entire process usually takes from 7 – 10 business days. We will keep track of the entire process; if a delay occurs we will inform you.


    Remember that all the follow up and updates about this process will be send to you by e-mail. If you have any questions you can reply to this email or send an email to alienhelp@dell.com


    We have made available an Exchange Status Chat Portal during the process for you as well in case you have any concern or if you need any details about this process (The hours of operation of this chat portal are from 9am to 9pm MST Monday to Friday). You can find the portal in the following location:





    I hope you have a wonderful day.



    Dell | Alienware Technical Support Specialist
     
  8. Batman5892

    Batman5892 Notebook Enthusiast

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    I've been waiting going on 2 months since I got the same email. So you can forget the 7 to 10 business days.
     
  9. fun498

    fun498 Notebook Consultant

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    You should have never accepted a Frankensteined machine (good term for it though). They offered me the same, and I shot it down over and over until they finally caved and offered me a new 18. Joke's on me I guess, because Dell apparently has just a couple more of those than they do unicorns. Anyway, so many people with 780m's or even lower are getting replaced with top end 4940MX and 980m sli machines. So there shouldn't be much reason they don't do the same for you, especially with all the hell it sounds like they've put you through (although, that seems to be a standard procedure with them).
     
    Batman5892 likes this.
  10. faiz23

    faiz23 Macbook FTW

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    hahaha...i was rolling over when I read 7 - 10 days the first time. I don't expect 2 months but at this point it does not matter. It's been over a year that I had a computer that could game. I played on it for 3 hours and the next day...kaput

    I never fully accepted the frankensteined machined. I held onto my old laptop and for a year and they didn't transfer the warranty on the new machine. So for a year I did not get support since my advanced resolution rep was worthless. He was the one who sent the frankensteined machine. Freaking nameplate has 765m but inside are two 780m cards. Dell outsourced support is crap crap crap and ruining the crappy Dell name.

    Ya. I hope they give me a nice upgrade to make up for the BS I've had to put up with. When I was younger, i would tear them a new one and have them give me fancy machines to make up for wasting my time. Now days I don't have the energy but this time I will take time out to rip them 3 new ones. I haven't been able to game on this Alienware 18 for a year now. Each time they send a tech it ends up being a waste. Either I get wrong parts or the parts don't solve anything. I told them a million times to replace it but they kept wanting to fix it. Seriously....I am listing the parts that have been replaced

    LCD - 2 times
    1 LCD Bezel
    1 Video Card - twice
    2 Heat sinks 765
    1 heat sink 780m
    1 heat sink 765m
    finally 2 heatsinks 780m
    1 motherboard - twice
    LCD Cover
    Keyboard
    Palmrest
    Bottom Chassis
    other ----- WTF is other. Dell put that on my repair ticket
     
    Batman5892 likes this.
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