Alienware M14x R2 Replacement or Refund

I purchased an r1 in june and after 12 days it started giving me problems, which escalated into further problems till it reached the stage wherein I had to go in for a system replacement, as Dell had no other r1 model they upgraded me to an r2 which I received on the 18 of August this year now after using, the system for about 15 days or so there were again multiple issues with the system starting with the keyboard trim, which was replaced then the lcd had flickering problems, which was replaced after the lcd was replaced. I found that the color white was rather off-white so I complained to dell and they sent me another lcd, the tech who had come over to replace the lcd found that the previous tech had forgot to put in 5 screws!! so he replaced around 3 screws and logged a case for the missing screws and replaced the lcd after he had left i did not use the system for a couple of hours and when i came around to using it I found out that the back of the lcd near the hinges was bloated, the rubber coating to be precise.
I called up dell and sent them pics of the new damaged lcd that they had sent and they said that a tech would be coming over with the screws on Tuesday and he would be also having a look at the lcd as I had escalated the case, so they would want to have a word with the tech if the lcd needs to be replaced and the supervisor who I had spoken to had said to me that if the lcd needs to be replaced then I can go in for a system replacement if I do not want the lcd to be replaced. So I have a few questions;

1. The R2 was a brand new one and not a refurbished one that was replaced in place of the R1, if I replace the present R2 what are the chances that I will get a refurb rather than a new one.

2. Should I go in for a refund or replacement, and also, what are the chances that if I ask for an alternate system like an XPS will Dell comply?

 

1. You can configure a brand new system if you get a replacement. No refurbishes.

2. If i could choose again i would get a refund since the M14x is nice to look at but it has so many problems and lacks of proper cooling. But i dont think they let you configure something different than another M14x R2 or you have to be extremely convincing.

 

thanx for replying I will ask for a refund and if that does not work out then replacement it is....

 

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whats really lame is when Dell gives a replacement system its built to the specs of the original, but its BUILT WITH REFURB PARTS! this is complete BS! I bought a new R2 that came with a small crack and was subsequently completely destroyed by the tech that came to fix it. After getting the run around explaining I didnt want anything refurb or built with refurb parts I was guaranteed I would get a new replacement. I made sure to explain to each rep I spoke with that i would return it and reorder if i couldn't get a NEW machine. well they sent me a newly built machine built with refurb parts. after the run around I was then out of 30days and could no longer return it and reorder.
its royally messed up that I dropped over 2 stacks on a new laptop and get straight lied to and am now stuck with a machine that right out the box looks worse than my R1 thats over a year old.
IF YOU HAVE THE OPTION TO RETURN AND REORDER DO IT. dont let them screw you like they did me.

oh and twice emailing a alienware conflict resolution address I found explaining the situation didnt even get me a respose.

FU DELL...FU

 

This remembers me at my M15x years ago when the first technician destroyed the LCD, the sensor button array and forgot some screws and didnt knew where to put them into.

The second technician tried to repair some of it but it was too messed up. It needed 3 after repair on-site services to correct the first on-site service mess.

However the hotline is only to deescalate the situation and lying is one way to calm you down for sure ...well at least temporary.

They always hope you get to another person for the "even more angry call".

Dell is a big company and even the guys in this forum are certainly payed less than your or my gardener for representing a company oriented for max profit but in more of a niche than apple for example. Means if they lie to us it doesnt get public that fast and noticeable and is therefor allowed by the higher level audience of them.

However i dont want to excuse them its just the poor representatives / Dell hotline guys are only trying to stay alive by doing a not very comfortable job for a company which maingoal is not to make the customers happy but to get max cash as long as they can.

Most of the technicians are no IT-specialists in any way. Mostly they were unemployed and get trained in a few weeks. Then they work under either a time contract or other similar bad conditions. By this Dell keeps the costs for their quadrillion on-site-services low. So they dont care for the many on-sites they have to manage. Another factor is that they always use refurbs for some time now (specially for hardware parts).

Anyway all i wanted to say is dont jump on these poor guys they only try to do their job and some of them are just like you and me and want to help even they are not able to.

 

Well, today I had a call from Dell India, and I asked them if there was an alternative for an alienware (if not, then I would not have a choice but to go along with another alienware)....refund is out as they would be cutting a lot of money as taxes, I guess they would be looking at an alternative solution to XPS...so guys what do u all suggest should it be another alienware replacement or an XPS??? need some guidance

 

How much refund are they offering.? 64000 aprrox??

Sent from my GT-I9100 using Tapatalk 2

 

I believe it's around that amount have u also been thru this?

 

I just wanted to add that I love the hardware/Design/components of the m14xR2 and every AW i have had previously, with the exception of the, m11x hinge issue, which Dell handled properly as a company. I also wanted to say I don't have anything against the rep here, though I do believe based on their email address that they are more here to squelch anti-dell sentiment. I wish they were here when i was posting about my experience. maybe i might not have been screwed. its sad that twice I didnt even get a response from the so-called alienware resolution experts. I now feel compelled to share my story every chance I get. I work for a medical software company and used to recommend Dell for servers and workstations for our clients. since the incident I will no longer recommend Dell and use each time I'm asked to quote hardware to tell my story to one more IT Director. I have told it 100's of times by now and will not stop without a resolution and this far in I don't see there being one. I feel its my obligation to my clients to make them aware of how "replacement" works and to tell them to avoid the situation entirely by going HP. I would love for the Dell rep here to check out my posts and tell me they wouldn't be doing the same thing.

 

HP? I thought you were honest until I read that. But anyways, this is going way off topic. As others have said, if this has already happened to you twice, try and get a refund and hope to have better luck with another brand. I hope this at least proves to you that as much hassle as it might be, the warranty is 100% worth it. If you were with say, HP and this happened, you would have gone like 10 weeks without your laptop and it would have come back with a missing hard drive or something and they'd blame you for it. At least with Dell, if the problems keep persisting they will keep replacing your laptop or the parts with like a one week wait for the duration of your warranty.