Alienware Returns Experience

Just received an AW15 with 4GB of VRAM instead of 8GB as ordered. Pretty p1ssed by this.
What do people think about the return Dell/AW returns process? Timelines? Issues?

Many thanks.

 

I think it stinks. But AI would definitely return it for the 8 GB.

 

etern4l,

I'm in the same boat. Here's my experience...

I just returned a AW17R3 980m 4GB for the 8GB (to which I got the 4GB again!!!!). The return process is OK, but kind of sucks. Basically, they will have to authorize it, after you speak to them (prepare for an hour or two on the phone), then you mail it back w/ their label. You will wait a LONG time for a refund, I'm in about 30 days (after they got it w/ confirmation), no refund yet.

I'm trying to determine if they can swap the board w/ the 980m 8gb installed. I had the power button die on my AW15R1 and they sent me a box for repair overnight, that process took about a week, it was very fast! I'm hoping they can do that with this. If not, I will just keep this, otherwise by the time I got a new one the 17R4 will be coming out, lol!

PS. I've been on the phone now for 1:30 min, they've transferred me 3 times and I believe I start over in the queue each time. Not sure it's worth all this hassle for 8GB vs 4GB.

Jeff.

 

It's all part of the Dell mystique, returns, RMA's, endless phone calls and shipments.

Welcome to the 5th Circle of DELL...

Yup, complain, return it. Don't let it go unresolved, it will just get worse in the future.

 

Well, there goes my awesome Black Friday Dell deal.

Anyone thinks there might be a way out not involving a return, like a swap or they send a technician to replace the mobo? Who am I kidding lol

 

Thanks a lot for this sobering recount Jeff. I guess they count on people giving up. What a mess. Should have read up a bit more about Dell customer support instead of just buying the specs. I cant afford to waste too much time on this, but will give customer service a shot and report back. Apple's popularity is getting less mysterious (would have just taken the machine to an Apple store I guess).

 

Get an RMA for a total refund, and move on. That's the best recommendation I can give

If you want to get on the Dell train, which might only be for a couple of stops, or it might go on for months, you could request an onsite swap - but usually that is only available if your warranty includes on-site service.

 

Dell has turned into a huge, sloppy joke. I feel sorry for all you fellas that got scammed out of your VRAM upgrade, that is just a downright crook type thing to do.