My Alienware 18 has landed and it is not just scratched.....

It's dented. I have taken pictures of it and will gladly load them up. I am pretty bummed as it's a very sizable dent on the undercarriage where the tag is located. I was excited to do a picture review and had both my R1 and the new 18 together. I am going to have to get with an appropriate person on here to help deal with this situation. I am so busy at the hospital I work at, going through a lot of back and forth is really going to be a hassle. I feel a sizable deduction on my price is warranted as this is definitely a scratch and dent that they will have to resell. I haven't even begun testing so who knows how the paste job is. "enjoy" the pics...."tears." As for aesthetics, it is much better looking in person than online and I can't say I like it better or worse than my R1. It definitely has it's strong points and I haven't even turned it on.

edit: I have downloaded 3dmark 11 and HWinfo64 with the following results:

specs: 4900mq, 780m SLI, 16gig ram, win 8, 3 year warranty 750gig+64 caching.

3dmark11 stock: 11,824
Temps: all four CPU cores in the mid 60's.
GPU1: 72
GPU2: 74

Those are very very low temps I am not used to. Should I take a discount and keep the product? Ugh.

update: I am going to take a few days and figure out the best option for me. Surprisingly, as I re-read my original post, I am impressed that I spoke nicely of the new Alienware 18 when discussing the aesthetics! Not all systems are going to be shipped perfectly; that's life. I did get a system with an issue but an issue hopefully that can be fixed through mutually agreeable terms with Dell. Time is money to me but I guess that is the price you pay in this hobby. I will let this issue be what it is and I guess my review will have to be pending. Fortunately, other users are getting their systems very soon and will be able to further go into their impressions.

I will say the keyboard is fantastic as are the overall lighting effects. If I had to choose which one looks cleaner, it would be the new one. The more exciting computer is the R1/R2. The new one definitely looks bigger when compared side by side. You can really see the bezel on the new one where the old model had a nice edge to edge look.

I'm going to not go any further with my report right now just as I am pretty bummed out overall. We have a stock 3dmark11 to feast on, a pic of the problem and one tired forum member. Good night!

edit: some better pics of the side by side of the two Titans I have put in another thread View attachment 98888 View attachment 98889 View attachment 98890 View attachment 98891 View attachment 98892

 

I don't know why it's only linking to the dented image. Right now I am too upset to be troubleshooting this. I'll later ask what the code is to embed as I am not used to uploading embedded pictures on the forums. UGH. I am calling AW right now.

 

Try this:
[imaage=500]imageurl[/image] but without the extra "a" in image

Sorry about your problems man. That gotta suck to see this when it finally arrived after waiting so long. id be furious

 

I hope this will not be common. Then again, if it is common, Dell might offer an option for stronger packaging.

On another note, the 18 looks cleaner and "classier" than the r1. The hinges, keyboard, and screen are improvements.

 

Really nice viper you got there, that's one of the few american muscle cars that I will love to buy, but I can really feel your pain with that dent! It looks like someone in the shipping process put something very heavy there.

 

It's absolutely insane that it's dented alone but to SHIP IT TO YOU like that is unbelievable. They will repair it though, don't worry.

 

I am talking to Dell CS right now. The packaging is actually very good; the best I have seen from Dell if my memory serves me correctly. In one of the pics you may be able to see it. This didn't happen from shipping I can almost guarantee it. It looks like a screw was tightened too much on the chassis which is not a very sturdy plastic and caused the crack. I am debating if I will keep this system as a "scratch and dent" provided the compensation is sufficient (and the cooling, performance and pending no other issues). Anyways, thanks for the compliments about the viper! The woman in the pics is an Ex. She kept the house..i kept the car. lol.

 

I am talking to Dell CS right now. The packaging is actually very good; the best I have seen from Dell if my memory serves me correctly. In one of the pics you may be able to see it. This didn't happen from shipping I can almost guarantee it. It looks like a screw was tightened too much on the chassis which is not a very sturdy plastic and caused the crack. I am debating if I will keep this system as a "scratch and dent" provided the compensation is sufficient (and the cooling, performance and pending no other issues). Anyways, thanks for the compliments about the viper! Should i even be entertaining keeping this? I am not emotionally invested; I can turn this away. However a nice financial deduction does entertain me. What do you think?

 

I see no pictures...

 

Good choice!!

 

If the base is truly "not a very sturdy plastic," I would ask for a replacement.

 

Is there damage to interior components?

This is unnaceptable and I think it should be replaced with an entirely new system, or returned for a full refund. If the packaging is not damaged in that area, it was not damaged in transport, which would leave me to conclude this happened during production and was purposefully overlooked, most likely to avoid consequences of such a mistake in the workplace.

There's no way a person would mistakenly overlook such damage while packaging the system...they must be inspected before shipment.

 

I agree with J.Dre. Demand a replacement. I know it's frustrating to start the coundown all over again but I personally could not tolerate such incompetance. Don't they get a final inspection before boxing? Sorry Dave I feel your pain and anger.

 

Yes absolutely. This was not a transport problem. It looks like i will be returning the system. I'm just debating if I am even going to bother with ordering a new one.

 

I think you should use their mistake to your advantage. I'm sure you can get an even better deal now, if you were to reorder.

 

ok where are the pictures I don't see then?

 

Just look on the first page. Cloudfire uploaded it to the page and I removed the links to my old imageshack account with other personal pictures.

 

The plastic bottom cover is one of my biggest gripes in the M18x-R2. Had to have it replaced twice already because the original assembly and the second time the on-site tech screwed the screws a little too tight and the flimsy plastic snapped. I was hoping the new Alienware 18 will finally have a metal bottom cover like the M17x-R2 again, but alas, it doesn't seem to be the case. Why they'd use a flimsy plastic base cover on such a premium laptop boggles my mind.

In any case, it looks like it's just the bottom cover that's broken, so call Dell and have them send you a new one. Move the stickers from the old one to the new one (or, even better, somewhere else like into the battery compartment), unscrew the old cover, remove it, replace it with the new one and carefully screw it on just enough to hold but not break.

 

Yes I know, I wish it wasn't the flimsy plastic. I'm almost certain it was screwed on too tightly and they tried to just rush it off. I am running 3dmark 11 right now and have already downloaded temp monitoring with HWinfo.

3dmark 11: 11,824 stock.

Temps: all 4 CPU cores in the low 50s

GPU1: 52
GPU2: 57

Those are LOW temps.

What do you guys think?

 

Seems good. Can you post the specs?

 

Sorry (I'm not even in my right mind right now)

specs: 4900mq, 780m SLI, 16gig ram, win 8, 3 year warranty 750gig+64 caching.

 

I was on the phone awhile ago (before benching for you all ) and I finally asked to speak with the supervisor who was busy but would call me back in "15 max." It's been 40. I sent them pics of the dents.

You want to know what the rep tried to sell me? He would offer me almost the same amount off the system that I was supposed to get when I finally took hold of the system!! I was supposed to call today to get my credit (X dollars off with a free printer). He stated he could give X dollars off but I would PAY for the printer and the other amount originally offered off would go away. So the new price was about 50 dollars in my favor to keep the dented system. I'm really frustrated. I was so calm on the phone and told them that it makes NO sense for me to ship back a "scratch and dent" dell outlet system from their end so at least make the price right on MY end so that we both go back happy. Sometimes I just don't get it. I was already speaking with Level support II staff and their rationalizations just blow my mind. I'm sure when I calm down I won't be as upset but I am so busy at the hospital I work at. I don't have time to play these back and forth games. Sure I can ship it back and then wait for hopefully another good system; All the while my DPA account is sitting with a high balance. I may have to just return this. Now it's an 50 minutes later and no supervisor has called me. Thanks.

 

You have an r1. Return the corner cutter, drop some 680ms in there and call it a day.

Sent from my SPH-L900 using Tapatalk 2

 

Just tell then that you don't want that on They will give you a replacement. Same thing happened to me with my first r1 with 6990m.

 

Sorry to hear about your misfortune, I would keep at it, and dont give up until you are satisfied. Its terrible they seem like they're giving you a run around when your notebook got damaged in shipping or at the factory, especially if the packaging was intact.

 

ok look.. pull the bottom cover off and inspect for damage.. see if any thing is ruined under where the dent is..
If it goes all the way threw then return it.. if its just the cover dented then ask then to send you another one and maybe a gift card or a mouse or a head set for the troubles..
mot times they send you a refurb unit when you get swapped out..very rarely do they send you a brand new unit... im surprised no one has mentioned this..

so if you want to keep it and under the cover checks out then just have them send you a new one..

 

Reminds me of that video of a Chinese worker packaging AW's at a Dell plant. It was only a matter of time... Best of luck getting a new machine. I'm confident in Dell's warranty.

 

I agree with this. For your initial tests it seems the GPUs are behaving quite well, fact that shouldn't be overlooked. If after your inspection nothing inside is damaged, I believe it's better to have Dell send you a replacement for that part than setting things in motion for getting a computer replacement that might arrive with hardware issues instead (I'm not trying to jinx anything here, just trying to be realistic). If there's any, even little, damage inside then yes, new computer is the answer.

 

It's a real shame that Dell totally ruin and rob customers of their 'new computer experience' by offering refirb replacements for their errors. Totally criminal.
Thing is, I doubt your going to get a refirb so early in the production cycle, so you should be ok.

 

I agree with DumbDumb... remove the 3 screws, slap on a new cover, and it is like it never happened. It's not a structural part or anything. If there is no damage underneath this is purely cosmetic. It can be replaced in probably 60 seconds or less. And, the nice thing is you can keep using it until the new cover arrives at your door.

 

I'd say it's highly unlikey that you would get a refurbished system seeing as how the 18 has just been released.

But I agree with the above. If the internals are spot on, just get the bottom cover replaced. I was able to talk my rep into giving me a gift card for all the 580M delays I incurred on my system build. Wasn't much, but I got a free Tact-X headset from it.

 

I'm really sorry that this has happened to you, Brother Dave. Bottom line is that it should never have left the factory like that. Period. I do agree with the guys who are saying about taking a replacement base/access panel - if nothing else is affected, simply replace the removable panel. It will cut down on turnaround for a new machine, which would also run the risk (possibly) of something else - maybe even worse - being wrong.

Obviously, it is far from ideal to be having to replace parts on a brand new machine, so from that perspective, I would be gunning for some kind of 'good will gesture' for your troubles and for the fact that it has taken the 'shine' away from your new purchase as soon as you opened the box.

Sadly, it seems that QC at the production line has yet improve. Someone at the factory deserves to be severely reprimanded for letting that slip through....

 

If you can replace it I would, get some accessories out of them like a carry bag or similar IMO.

 

I would say if its that easy to swap that bottom cover, and the notebook is fine underneath, dont go through the hassle of the return and swap. Just make sure its what you want, and maybe they will throw in a freebie or something to compensate for the difficulties. Good luck!

 

Hell, if you're uncomfortable doing it yourself, get a Dell service rep to come out and do it. Don't all AW 18s come with 1yr NBD?

 

Good plastic might be better than metal for the bottom cover, because it's more flexible and shock-resistant. The bottom cover looks metal-reinforced, so I would expect it to be sturdier than the old one.

 

I wouldn't be comfortable replacing only the back cover. It would be as though I was trying to hide possible damages.

 

Dave, send me a PM with your order info. Will take a look. Also would pop the plate to see if there is any damage. Likely isolated to the door.

 

I agree... probably just the door. Looking at where the damage is situated, it does not appear to have been dropped. It looks more like something pressed against it. If there is nothing wrong with the plastic grille adjacent to the cover, it may have even been assembled with a damaged panel. No way to know for sure, but the likelihood of something serious being wrong is slim. It is well documented and with a warranty in place there is little risk.

 

You shouldn't have any downtime on it so make sure they send you a replacement and you only ship back the dented one once you get the replacement. Make sure you do not let them charge you on the replacement since this is their mistake.

So for now use the dented AW18 until you get the replacement and make sure you do not get charge with the replacement.

 

Why go through all the hassle of installing your games and apps only to have to do it again. If it is indeed just the panel that is damaged, it is pointless to wait on an entire new system. Plus, you may be delaying someone else from getting a system.

 

^^^exactly^^^
shouldn't be made unnecessarily difficult

 

Replied Brother Luis. I am keeping what the 30 minute conversation I had with the supervisor off the forums for now but I am very let down with this person. I couldn't even get him to understand why I am even frustrated at this point. Out of the utmost respect for the forums, people like Brother Fox and reps like you, Bill and others, I will deal with you guys, have faith in a good outcome and let this go. Dell hasn't let me down yet. However, I will say I am very very very disappointed with this rep.

edit: Again, out of respect of the good people at AW, I have edited out the accusations I had against me with the rep. One thing I can't stand is having my integrity called into question. I work a hard living helping people who need help and am probably one of the most honest and forgiving people you will meet. I help people achieve better lives and when my own integrity and honesty is in question...that's a problem.

 

It is obvious that in spite of the fact that he may have seen many that rep there has never "owned" an Alienware. He's not able to understand that OCD enthusiast customers like we are would never cause damage to our computer. We even established a community that proves how much we care about our Alienware. I'm sorry to hear about this bad experience. Maybe trying with someone else or keep calling and talking to different reps until you find somebody that takes you seriously and treats you as you deserve?

 

Very frustrating indeed. It's hard to believe sometimes... But don't worry, bro. I'm sure Luis will take care of everything. I suppose since you've got an extended warranty, and your system is performing normally, replacing the cover will suffice. But if anything should go wrong, be sure to keep records of all conversations to show tech support down the road.

 

Yes this is what I was thinking after seeing the pic you included as there appears to be a screw right there. I was going to ask if the panel itself is detachable from the unit. If so, inspect area below dent and if positive no damage, JUST REQUEST A REPLACEMENT PANEL!

OR

I also agree with the first comment.....if youre going to overclock, unless youre really absolutely swayed with the new aesthetics, not much of a difference in the performance department overclocked 680M to 780M....

Imagine getting the Viper of your dreams, only to find that the front fender has a dent, open hood, no damage to engine, should you tell Dodge you wan't a new Viper? Of course not! Just replace the fender!

 

Well gents, thank you all for the input. I have thought about a replacement of a new backing and that is something I would be willing to do in the future; even at my own expense pending it isn't very expensive. It's a sizable dent clearly seen and who knows truly how the rest of the system has been handled. Unfortunately, when you download games, and temp monitoring software and whatnot, it gets a bit more complicated. I have an offer of a discount from the rep I will not be dealing with for reasons that have been pm'ed that i won't air on the forum.

Keeping the system does make sense because I have a "feeling" that it will be OK internally. However compensation should be expected as this is a true scratch and dent system from the factory. I have yet to still get any deal applied to my DPA which is fine because I wasn't expecting this to occur until a final amount is agreed upon (my original discount for buying hasn't even been applied). I just want this settled and settled quickly as I have put in many hours since getting it benching, checking temps and downloading some games. If nothing can be arranged, I will just send this back and it's Dell's loss because it will have to go on the Outlet at a discounted price after paying more people to reinspect the entire system and then repackage and reship the unit.

So I am patiently waiting for the reps here to come and handle this quickly and to put an end to this so I can do my comparison!

As to the viper reference I love it as I have a beautiful 2000 GTS ACR 1 of 35 made. However if a fender ever had to be replaced, the value of the car just went down the toilet People like to buy things that are stock and without documented problems. I am currently using the Viper of computers (well viper is my dream car) and dealing with a damaged car. Now i just need to get it's worth in line and then move on. As for the supervisor who was handling my case, that should come as a price too. I hope no one has to deal with that level of behavior. In my line of work (therapist for the Government), I would be fired for the things I said. I don't wish that for this person, rather I just want someone to call me, resolve this, and move on...even if it means I just send this thing back and throw some 680s into my pristine R1

 

Well if it were me I would demand either an additional year of warranty coverage or a free upgrade to 4930xm, if Dell refuses to play ball, send it back for a full refund. Then, take half of that money, and add 680M SLI, a 2960xm and 330 W PSU to your perfectly functional and still-yet attractive R1. The other $1k or so? Save up for 880m SLI or whatever the performance successor to 780M will be.

Don't back down, tell them "either you give me a free CPU upgrade, another year of warranty, OR I am sending this back to you seeing as how this is unacceptable damage".

Really though, do this. Watch Dell jump through hoops to get you that CPU, just watch. They will not want to take that system back. Right now they are counting on the likelihood that most customers will just quietly go away, somewhat happy with the acquisition of a new toy, dented as though it may be.

For the record, I used to have a 2002 Corvette Z06, LG Long-tubes, ported heads and cam, it put down 415 rwhp/400 rwtq on pump gas and ran an 12.1@119 mph (street tires, 1.7 second 60 ft, it had mid 11 potential at under 3100 lbs.) and pulled 1.25 G with an accelerometer (Nitto 555 R2's, 100 treadwear rating) But that was back when I was maintaining weapon systems on helicopters in the U.S. Army, earning about $70k a year......now I sleep in public parks (why I actually need the mobile computing)! My how circumstances can change, dramatically so. Live it up while you can!

 

live long M18X_R1/R2

add some 680m SLI power, XM CPU, SSD and call it a day, nothing better than pimped R1/R2 in my opinion plus its a money saver that doesnt break the bank with the performance/price ratio that you will be having.

Dealing with them and taking literally speaking "beating" from them as a customer over a phone, its just totally uncalled form. Just let them have it back and DONT BACK DOWN, apparently they still think they are the mighty pusher's FINGER from above and youre the button switch that needs to be pushed as often as they manage to do it. Dont be desperate, dont get stuck glued to something is not perfect. Paying this money - you should have received nothing less but perfection and piece of mind out of the box. Let them have it back and move on

my 02 cents

 

Damn Vulcan I too am a vet. Spent 4 years in the navy as a naval engineer (MM-Surface). Spent 5 years in the Army as a combat medic (68W), recruiter (79R), and a career counselor (79S). Played in the sandbox a few times as well. Now I'm bored, and an average joe going about life. So I agree: live it up while you can!