Trying to get a system replacement from DELL

Hey guys its been a long time since i posted in these parts! Basically i had enough of my M18xR2 and built a desktop (980, 4690k etc etc)

So this is the third time dell are replacing my 7970 Graphics cards (this time both cards as will not install drivers), ive had now 3 graphics card changes, multiple heatsink changes, 2 motherboard changes and a wifi card change during the life of this system.
So i asked for a system replacement since i have not had a stable year with the system and it continues to provide me with problems.
the M18xR2 is within warranty as it has 5 months left with accidental damage cover (ordered with 3 years warranty purchased in june 2012)

Ive read previously on this forum about members getting system replacements well within their warranty but i am told i cannot receive one because im in my statutory rights of warranty or something.

would like to get some opinions and help on this matter from the Alienware Reps which may be still floating around and any other knowledgeable people regarding this issue.

Cheers guys <3

 

stumbled across this, is it relevant?

Further information relating to the purchase of Extended Warranty and Insurance cover from Dell

The information below may help you decide whether or not to purchase extended warranty or insurance cover from Dell.

Your Statutory Rights

Whether or not you purchase extended warranty or insurance cover, consumers have various statutory rights that apply to the purchase of goods. These include the right to claim for a repair or replacement for up to six years (five in Scotland) if your electrical goods when sold were not of satisfactory quality or fit for their purpose. Within the first six months, the burden of proof is on the seller to establish that the goods you purchased were of satisfactory quality and fit for their purpose. However, after the first six months, you will have to prove that the goods had a fault when sold to you. Further information on your rights can be obtained from your local trading standards office.

Other Extended Warranty and Insurance cover

Dell offer a range of extended warranties and insurance cover for its products. Extended warranties and insurance cover may also be available from other providers. Extended warranty cover may also be available for free if your purchase was made using some credit cards. You do not have to purchase extended warranty or insurance cover at the same time as you purchase your products from Dell. You are entitled to shop around for extended warranty or insurance cover.

 

its really hard to get a system replacement..... porras was able to help me with this .. but since alienware don't make 18 inch laptop anymore i dont know if you can get a 1:1 replacement anyways ...

 

I would ask if you change to the nvidia equal to the 7970's... maybe that would help fix your problem... not sure what it is...

 

I've read somewhere on this forum that AW18 replacements would probably consist of the new AW17. Since Dell no longer sells the 18 inch model. Which makes me wonder would such an owner be entitled to some kind of rebate? Difference between price of 18 and 17 inch models.

 

Absolutely not. The level of entitlement with these replacement warranties is comical.

Anyway, it would be best to get an Alienware rep to help you, but the process is handled by a different department.

I had an Alienware 18 ordered in Jan 2015 and some small issues led to it being replaced, but since AW no longer carries the Blu-ray so my replacement 18 is to be cancelled. I am re-ordering despite it being "no longer available". There are some hoops to go through.

 

i was looking for input from the alienware reps and people with previous system replacements.

 

In case you are offered a replacement a single 980M would be a suitable replacement in terms of raw GPU power.

 

If it worked correctly that would be great. Unfortunately, 980M doesn't function correctly in an M18xR2 or Alienware 18. It will throttle and requires pure UEFI boot with Windows 8, or Optimus mode to use Legacy/Windows 7. 680M SLI or 780M SLI would be better performance than 7970M CF without all of the rigmarole. Although, even with the throttling problems, it still might perform better.

 

can't say how they are now but the system I got replaced with was many times better than what I had... It took some work because I had 9 months of issues... but once done it got upgraded twice without me asking... my 17r2 was replaced with what I have now... so they gave me a huge upgrade for the problems I had... but I also had about 15 visits over the 9 months... I think I went thru 12 pairs of 260's and a lot of motherboards, ram, and fans and heat sinks... not I did have 4 techs in a row break something taking it apart... but in the end they took care of me...

I Would give them one more chance and ask about trying 680's... that would be cheaper for them instead of a system replacement and be good for you too... you keep a better laptop and keep sli...

 

I have been through replacements and in one case, full refund. The refund took place under very exceptional circumstances where I didn't even want it but Dell themselves insisted that I take the refund and reinvest in an Alienware unit. This happened around the time when the XPS M1730 GPU failures were all the rage and the new appropriate replacement flagship mobile gaming rig was the Alineware M17X R1. Some people were given these new Alienware units as system replacements, but in my case, due to some kind of issue with UK's policy having a harder time catching up with the Americas, they just couldn't offer from Alienware so they offered a full invoice refund with the advice that I reinvest in the unit of my choice. This was a very generous gesture on their part and turned out better for me in the long run as I was able to acquire an M17X for less a few months down the road.

The best means to get something going is to get a hold of a rep, but to also put together a decent, well-documented chronology of all the work that has already been done on the system as a means to create a reasonable argument for a system replacement. This chronology should come in the form of a neat document, ready to be emailed as and when required, and it should contain the dated summary of the service/repair calls in clear formatting.

Yes. Based on what I've seen, the 980M SLi in the M18X R2 or Alienware 18 would still be a decent upgrade in comparison to an even generously overclocked 680M SLi or similarly overclocked 780M SLi solution.

Having that said, a replacement pair of 680Ms would be excellent.

 

Well they should have the parts to build one since people have paid for 3, 2 & 1 year of support going forward.

 

My order for my 2nd 18 went in today. Dell is still making them, it just requires talking to certain reps.

 

Good to know that @Zero989. That should effectively end any discussion about downgrading an 18" dual GPU beast owner to a single GPU BGA turd machine with a desk-tethered eGPU abortion.