M11x r2 repair problem

Hi everyone, im new to this forum.

Just a few questions.
I bought an alienware m11x r2 last year in april, a couple of weeks ago my son walked into me and I dropped my laptop down the stairs. Completely smashed it.To me this was not repairable.
Anyway I rang customer support and they said it would be picked up the following day for inspection. 2 days later it was finally picked up.
It took them a week to repair it which consisted of casing, access panel, ram, palm rest, keyboard, lcd/monitor kit, mother board and hard disk drive.
On first inspection all looked good but when I got it home and looked more closely I noticed that the lcd housing was a glossy kind of black and the main housing was a matt black so when the lid is closed it just doesnt match, also the lcd housing on the one I sent in was of a rubber material and the one I got back was metal. Also the lid does not close properly to the base.
Anyway I switched it on and went through the startup prcedure and noticed that all the themes and wallpapers that were preinstalled on the last system were missing. I did the windows updates as requested and upon startup the screen where you put your password came up with the face recognition software but i didnt set it up in the first place so would not recognise me!! also I couldnt bypass this as my mouse wasnt working. I did eventually get to be able to type my password in but guess what..... the keyboard didnt work so I had to access the on screen keyboard.
Obviously I wasnt happy and closed it down. I did another inspection and noticed a couple of screws missing from the base, i then decided to open up the bottom and also noticed that all the screws which hold the harddrive in place were just sat there and not screwed in and also a couple more just lose doing nothing.
I rang dell and the man i spoke to was not very helpful and all he said do was get a USB mouse and see if that does the trick and if it does ring back.
This was on friday night and am now wondering what I should do as im not happy with any of the service I have been given.

Does anyone have any advice??

Paddy

 

Keep calling, and demand a replacement from everyone you speak to. They eventually grease the squeaky wheels.

 

B

The thing is they don't make my model anymore and I will not except a refurb.
It seems the screen is from an r1 as its glossy, surely they can't do that?

 

I ordered an M11x R2 in September. All was working fine, until the GPU dies within 2 weeks. After tonnes of back-n-forth with support (even after they replaced the LCD + entire system board) they told me the best course of action was to return my M11x and place a new order, which meant forking out more money for a new unit while having to wait for the first amount to be refunded. However in that last 3 weeks, the M11x R2 had been discontinued, so i could only order the R3.

I got my M11x R2 with a $320 coupon code, so it took alot of convincing (and maybe even a white lie or two) to get them to agree to give me that exact same $320 discount on my next unit, even though i had to order an R3. Overall i had to spend over $2,000 for the 2 units but after i got all of my refunds back from them i had only spent $640 for an i5 R3.

I've also heard stories of people sending in totaled Alienware's covered by the complete care warrant, and they simply replace discontinued models with the latest models.

The screen i doubt is from an R1, that just sounds like the R3 lid because they have the fixed hinges. The entire lid is fixed to the hinge, so they have to replace the entire thing. Won't be the first time they've put R3 parts in an R2.

 

I thought the r3 lid had the soft touch on just like the r2, that's why I thought it was a r1 lid.
So I'm ringing up today, do you think I should stand my ground and ask for a replacement or just accept another poor attempted repair job?

 

And you are right about that

 

Thought I wasn't going mad. Well I'll tell them what I think if there repair.

Well I just got an email from dell saying they have tried contacting me but my phone hasn't rang at all and they said it'll be tomorrow now before I call them.
I only have 40 days left of my warranty and each day that goes by without them dealing with it just wastes what little time I have left on my warranty.
I didn't think the service would be this shocking.

 

Just a little update, Dell rang me back this morning and had a nice man by the name of Jacob Isaacs! Basically he said that I need to send them the unit back and be repaired again and see from there. He said if I'm not happy when it returns then they'll come up with another solution.
So another 2 week wait and more wasting of my warranty.

 

hi all,
My laptop was picked up on wednesday by the courier and it arrived at the repair facility yesterday (thursday) at 11.50am.Got an automated message today( friday) at 09.05 saying it was dispatched. Surely they have not sorted all my issues that quickly? Is this normal or should I be worried?