Thumper_23 Posted July 21, 2012 Share Posted July 21, 2012 Since I got this computer I've had the mobo replaced twice,the LCD display once, AC adapter once, the graphics card 3 times.Yesterday my mobo bricked again. Am I eligible for a replacement and will it be a new one? I doubt it would be a refurbished cause the R4 is so new. Quote Link to comment Share on other sites More sharing options...
Founder Brian Posted July 21, 2012 Founder Share Posted July 21, 2012 Since I got this computer I've had the mobo replaced twice,the LCD display once, AC adapter once, the graphics card 3 times.Yesterday my mobo bricked again. Am I eligible for a replacement and will it be a new one? I doubt it would be a refurbished cause the R4 is so new. Wow that's a lot of problems for a new system. You should be eligible for a replacement at this point, be sure to call in and push for it with a supervisor. Sent from my GT-N7000 1 Quote Link to comment Share on other sites More sharing options...
widezu69 Posted July 21, 2012 Share Posted July 21, 2012 I think it's something like 3 replacements within 3 months or something so warrant a new one. You are probably in line to receive a new one. 1 Quote Link to comment Share on other sites More sharing options...
tek860 Posted July 21, 2012 Share Posted July 21, 2012 Ive had ALOT of experience with this. YES YOU SHOULD ABSOLUETLY ASK FOR A REPLACEMENT and you could probably get a few upgrade or two out of this. I had my M15x replaced with an M18X R2 went from the 820QM processor to the 3920XM and from the AMD 5970 (or whatever it was) to AMD 7970 in cross fire. I had a very unique situation that lasted 6 months and Im a premier member through my university so I was really able to negotiate more then most would. This is what you need to do. Document EVERYTHING, if you have the concierge service use it, or sign up for the 30 day free trial, or if you have tech team call them, if you only have basic outsourced service thats ok, JUST BE COURTEOUS and tell them everything thats happened and firmly but politely tell them how frustrating it has been. AGAIN be courteous they are willing to help but not if you piss them off too. Ask for your case to be escalated to a special department request an Advanced Resolution Specialist, if you happen to also be an MPP member your even luckier cuz you'll get to ask for a MPP Executive Escalations Specialist in the Commercial Escalations Operations Deptment, They are they highest level and do not need to have exchanges or upgrade requests approved by anyone. The Tech Team and Concierge people should be familiar with these departments, but first line outsourced help probably has never heard of them so you'll need to politely ask for a supervisor when you speak to them, and ask the supervisor to escalate it. Since I got this computer I've had the mobo replaced twice,the LCD display once, AC adapter once, the graphics card 3 times.Yesterday my mobo bricked again. Am I eligible for a replacement and will it be a new one? I doubt it would be a refurbished cause the R4 is so new. 5 Quote Link to comment Share on other sites More sharing options...
jack34 Posted July 23, 2012 Share Posted July 23, 2012 Since I got this computer I've had the mobo replaced twice,the LCD display once, AC adapter once, the graphics card 3 times.Yesterday my mobo bricked again. Am I eligible for a replacement and will it be a new one? I doubt it would be a refurbished cause the R4 is so new. Hi, I had the same problem with my R3. In six months changed motherboard (2), GPU (3), display (1), fans (1), sink (2). However, the changes did not solve the problem .... it was frustrating because I had new problems. Every time the technician came had a new problem. Call support (4 times) to ask for the solution to my problems and the answer "we are studying your problem" ... two weeks later the answer was always the same. It was very frustrating, so as a final option wrote an email to Michael Dell ( [email protected]) explaining in detail my problem. The next day I received a call from the department scaled cases. I wonder what was the problem and the solution that I like. I explained all the problems and that I wanted more repairs or replacements of parts .... I asked directly by the replacement of a new computer. Within 24 hours approved the replacing my R3, coming soon my new R4. 5 Quote Link to comment Share on other sites More sharing options...
Founder Michael Posted July 23, 2012 Founder Share Posted July 23, 2012 Hi,I had the same problem with my R3. In six months changed motherboard (2), GPU (3), display (1), fans (1), sink (2). However, the changes did not solve the problem .... it was frustrating because I had new problems. Every time the technician came had a new problem. Call support (4 times) to ask for the solution to my problems and the answer "we are studying your problem" ... two weeks later the answer was always the same. It was very frustrating, so as a final option wrote an email to Michael Dell ( [email protected]) explaining in detail my problem. The next day I received a call from the department scaled cases. I wonder what was the problem and the solution that I like. I explained all the problems and that I wanted more repairs or replacements of parts .... I asked directly by the replacement of a new computer. Within 24 hours approved the replacing my R3, coming soon my new R4.Glad you figured it out. Contacting Michael Dell has been known to work wonders, it's a good reminder that customers should never give up on demanding a fair solution even when the regular support channels fail. 1 Quote Link to comment Share on other sites More sharing options...
jack34 Posted July 23, 2012 Share Posted July 23, 2012 Glad you figured it out. Contacting Michael Dell has been known to work wonders, it's a good reminder that customers should never give up on demanding a fair solution even when the regular support channels fail.I agree but it is the last resort. Quote Link to comment Share on other sites More sharing options...
Founder Brian Posted July 23, 2012 Founder Share Posted July 23, 2012 I agree but it is the last resort.Definitely a last resort because of the e-mail gets bombarded each time someone has an issue, they'll just filter everything or shut the e-mail address down. I think the best avenue is to always ask for a manager/supervisor. I've done this in the past and have gotten very good results. Dell's social media outlet (twitter) is also another very good avenue for solving problems. Quote Link to comment Share on other sites More sharing options...
bigtonyman Posted July 23, 2012 Share Posted July 23, 2012 Yup the guys monitoring the social media know what they are doing. Been in contact with them for the last week or so after I fried my r3 due to a liquid spill incident, and then they proceeded to tell me my extended warranty I paid for expired. I had to go back through and find the invoice and send it to them and they finally fixed that. Now just waiting to see what they decide to do with my machine. Really hope I can push for a replacement as I've been without my machine for a week now due to the warranty fiasco and I have had some issues with the depot in the past. Quote Link to comment Share on other sites More sharing options...
Guest Posted July 23, 2012 Share Posted July 23, 2012 Bigtonyman, why did they make you send your system in to the depot? I'd always refuse that on the basis that your warranty specifically says "next day in home service" and that is what you expect. Quote Link to comment Share on other sites More sharing options...
bigtonyman Posted July 23, 2012 Share Posted July 23, 2012 They haven't called back yet, but I'm assuming that's the only other thing that can happen other than a replacement. I don't know if anything besides the mobo and keyboard got fried and I'd rather not have to wait another few days for more parts if that is the case. Quote Link to comment Share on other sites More sharing options...
Founder Brian Posted July 23, 2012 Founder Share Posted July 23, 2012 @bigtonyman you should push for a replacement. I wouldn't under any circumstances accept depot repair. 1 Quote Link to comment Share on other sites More sharing options...
bigtonyman Posted July 23, 2012 Share Posted July 23, 2012 Alright I'll try for that whenever AWFlorida Tries to call me. Thanks for the advice will post again when I have a reply. Quote Link to comment Share on other sites More sharing options...
tek860 Posted July 24, 2012 Share Posted July 24, 2012 One of the stipulations for an exchange they sometimes hold you to is that the system has to be sent to the depot for repair 3 times and still have issues, or to determine if it can be fixed at all. IMO tho this is kind of sneaky, I was told it had t go to depot 3 times in 30 days, thats almost impossible considering the turn around time for the fix and shipping. And no matter what, they will attempt a fix even if its spare parts from other broken discontinued systems. Agreed the social media guys on twitter have their act together.Bigtonyman, why did they make you send your system in to the depot? I'd always refuse that on the basis that your warranty specifically says "next day in home service" and that is what you expect. Quote Link to comment Share on other sites More sharing options...
Founder Brian Posted July 24, 2012 Founder Share Posted July 24, 2012 One of the stipulations for an exchange they sometimes hold you to is that the system has to be sent to the depot for repair 3 times and still have issues, or to determine if it can be fixed at all. IMO tho this is kind of sneaky, I was told it had t go to depot 3 times in 30 days, thats almost impossible considering the turn around time for the fix and shipping. And no matter what, they will attempt a fix even if its spare parts from other broken discontinued systems. Agreed the social media guys on twitter have their act together.At that point you just have to insist on talking to a supervisor. If all else fails, BBB is an option that does produce results. Quote Link to comment Share on other sites More sharing options...
jack34 Posted July 24, 2012 Share Posted July 24, 2012 It is unfortunate but we must be very patient ... and in this case the BBB is an option to press Quote Link to comment Share on other sites More sharing options...
tek860 Posted July 24, 2012 Share Posted July 24, 2012 Im honestly really surprised they havent offered an exchange, never mind refused the request. Ive had my last 2 exchanged with no questions asked after they showed up with some defects (dead wifi card and some dead pixels). This was through their new concierge serviceIt is unfortunate but we must be very patient ... and in this case the BBB is an option to press Quote Link to comment Share on other sites More sharing options...
Thumper_23 Posted July 24, 2012 Author Share Posted July 24, 2012 Well the tech guy came out this AM and replaced the mobo and graphics card.I bricked my mobo Saturday while flashing to the A05 Bios.The computer shut down before completing the flash then I got lights and 1 beep. I've heard of several R4 owners having the same problem when updating the bios.Any way the manager I spoke with on Sat. was really very nice and offered to send me a replacement after I refused to send it in to the Dreaded Depot. I didn't want to wait 3-4 weeks so he said he'd send out a mobo and graphics card with the agreement that if anything else breaks on this machine he's sending me a replacement. 1 Quote Link to comment Share on other sites More sharing options...
tek860 Posted July 25, 2012 Share Posted July 25, 2012 Ummmm I dont want to encourage anything that might be illegal or fraud but bios are are easy to corrupt......Didnt want to put this on teh board but I guess Im too much of a noob and dont have enough posts yet to send a PM Quote Link to comment Share on other sites More sharing options...
tek860 Posted July 25, 2012 Share Posted July 25, 2012 BTW have no idea why but my system had a total melt down yesterday. Restarted on its own, started beepign lick crazy and totally smelled somethign burning. Was 2 days old. 5th replacement is being built and Im having them swap the AMD Crossfire otu for 680M' SLI Quote Link to comment Share on other sites More sharing options...
jack34 Posted July 30, 2012 Share Posted July 30, 2012 Well the tech guy came out this AM and replaced the mobo and graphics card.I bricked my mobo Saturday while flashing to the A05 Bios.The computer shut down before completing the flash then I got lights and 1 beep. I've heard of several R4 owners having the same problem when updating the bios.Any way the manager I spoke with on Sat. was really very nice and offered to send me a replacement after I refused to send it in to the Dreaded Depot. I didn't want to wait 3-4 weeks so he said he'd send out a mobo and graphics card with the agreement that if anything else breaks on this machine he's sending me a replacement. Best to avoid the deposit "If it is possible". Quote Link to comment Share on other sites More sharing options...
long2905 Posted August 1, 2012 Share Posted August 1, 2012 Final update on my incident! So last Wednesday I expected to get a call from the rep to arrange an appointment with a tech but he never called. I tried to get another rep on the phone and this guy said my depot work was set up by someone else and he would not be comfortable changing that. So to save myself hassle and time since I will have to contact the original guy by email who set up the box delivery for me, I just packed my laptop up and let Fed Ex came and picked it up. Needless to say ever since I checked my repair status on the depot site feverishly. Although the tracking shows that mine system got sent to the depot on Friday there wasn't any update on the site. I was worried and then later today I came home and bam! here it is my precious! I open it up in hope nothing is messed up. Turn out either I am extremely lucky or it's just the internet being vocal again (or a mixture of both). My laptop came back in perfect condition with everything as it should be. There were no defect, no missing screw or broken hinge whatsoever. Since I formatted my stock hard drive back when I first purchased it, they couldn't get to windows with my stock drive. They thought there was a problem with it and said in the included letter that they dispatched a replacement hard drive to me in 3 days time. So not only my laptop arrived in pristine condition, they also give me a free extra hard drive?And on the invoice, they checked the motherboard box indicating it was the part that got replaced. No question asked and I didn't have to spend a cent. I then proceeded to put back my self-purchased parts. Windows didn't come up at first and I was scared a little. But then I thought maybe the integrated graphics setting got fumbled up with the motherboard replacement so I press the power button once to set it to sleep mode. I pushed the alien head once more to wake it up and the screen gloriously lighten up. I Fn+F7'd and then updated drivers and stuff. Everything is working perfectly again. Also they did already update my BIOS to A05 so I won't have to worry about that anymore.All in all I gotta say their warranty service is terrific even though I did have to jump through a few hoops. And their timing is amazing. Not counting the weekend, it only took 3 days for my laptop to get back to me. I am seriously considering getting extra warranty years now. 2 Quote Link to comment Share on other sites More sharing options...
Founder Michael Posted August 1, 2012 Founder Share Posted August 1, 2012 Final update on my incident! So last Wednesday I expected to get a call from the rep to arrange an appointment with a tech but he never called. I tried to get another rep on the phone and this guy said my depot work was set up by someone else and he would not be comfortable changing that. So to save myself hassle and time since I will have to contact the original guy by email who set up the box delivery for me, I just packed my laptop up and let Fed Ex came and picked it up. Needless to say ever since I checked my repair status on the depot site feverishly. Although the tracking shows that mine system got sent to the depot on Friday there wasn't any update on the site. I was worried and then later today I came home and bam! here it is my precious! I open it up in hope nothing is messed up. Turn out either I am extremely lucky or it's just the internet being vocal again (or a mixture of both). My laptop came back in perfect condition with everything as it should be. There were no defect, no missing screw or broken hinge whatsoever. Since I formatted my stock hard drive back when I first purchased it, they couldn't get to windows with my stock drive. They thought there was a problem with it and said in the included letter that they dispatched a replacement hard drive to me in 3 days time. So not only my laptop arrived in pristine condition, they also give me a free extra hard drive?And on the invoice, they checked the motherboard box indicating it was the part that got replaced. No question asked and I didn't have to spend a cent. I then proceeded to put back my self-purchased parts. Windows didn't come up at first and I was scared a little. But then I thought maybe the integrated graphics setting got fumbled up with the motherboard replacement so I press the power button once to set it to sleep mode. I pushed the alien head once more to wake it up and the screen gloriously lighten up. I Fn+F7'd and then updated drivers and stuff. Everything is working perfectly again. Also they did already update my BIOS to A05 so I won't have to worry about that anymore.All in all I gotta say their warranty service is terrific even though I did have to jump through a few hoops. And their timing is amazing. Not counting the weekend, it only took 3 days for my laptop to get back to me. I am seriously considering getting extra warranty years now.Glad everything had worked out for you! Asylumized! Quote Link to comment Share on other sites More sharing options...
Thumper_23 Posted August 5, 2012 Author Share Posted August 5, 2012 :83:Well I must be unusually unlucky cause I bricked 2 mobos flashing to A05. Screen went black during flash and that was it.Waiting on a replacement now.The machine went into production on 8/1. I called tech support yesterday and I got an Indian who told me that it was scheduled to ship on 8/7 but the Costa Rican guys said theres nothing about a scheduled ship date.I didn't realize how addicted I am to my AW going nuts on my wifes studio xps Quote Link to comment Share on other sites More sharing options...
Leo14 Posted August 14, 2012 Share Posted August 14, 2012 IMO you got lucky but congrats glad everything worked out for you As I was typing my reply I got a BSOD lol. When I sent mine it took 2 weeks or so to get my machine back. Still haven't had the time of day to sit on the phone with dell. Wish I had your luck Quote Link to comment Share on other sites More sharing options...
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