Alienwares replacement policy

[estionx]

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.

really you contacted him?? WoooW

[Chetoz Guillen]

I´ve had a Few issues with my first m17x r3, (and it was Mostly for sthetic issues) and I got obsessed with the keyboard frame not staying put (actually the person who came to change that didn't knew how to put it) I took that as an advantage to get my replacement (my computer was perfectly functional) I got my replacemente with more RAM, HDD capacity, and better GPU, when they dropped my new rig the forgot the old one, I sold the old one and I lived happily ever after.

[jack34]

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.

I'm glad that the repair in the deposit was well.

really you contacted him?? WoooW

After much time and trouble with my R3, my options were few.

[H4kiiM]

Hi there, I'm having almost the same problems with my AW. So far I've replaced the subwoofer once, the MOBO twice, my 7970m GPU twice and the daughter board once. Next I will most probably replace the MOBO and the GPU again because the problem still exist and the tech actually broke the hdd ribbon clip that hold the ribbon. I don't have any computer right now. That was the only xomputer I have. I'm very exhausted with all this. It feels like I'm simply wasting my time so I'm going to ask for a replacement. The problem is, in Malaysia, they don't have/sell this model m18x. The biggest us only m17x which would be a downgrade if my laptop were to be replaced. So would it be possible if I were to ask for my laptop to be replaced with a desktop instead. It's because I'm in a really dire need for a reliable computer.