Reformatting voids warranty =(

Hey guys!
So I've been having problems with my mx15. First it was a faulty mobo and a video card driver problem.

The graphics card problem is:
If I do anything that demands a little bit from the graphics card the display driver crashes(Display driver NVIDIA Windows Kernel Mode Driver, Version XXX.XX stopped responding and has successfully recovered.) or it would just blue screen(I've actually had my screen go full green or red).

The mobo problem was that it was faulty and 3 lights were flashing.

Dell techs came and replaced both video card and mobo with brand new ones.

After playing for a few days the problem with the graphics card still happened. Drivers were up to date and everything. I tried old drivers and it still happened. So I decided to reformat to see if that would solve it. Nope, problem was still there.

Called dell today and the tech said he wanted to try some things out remotely. I let him do that and he told me that it looks like I reformatted. I told him "Yes, I did reformat to see if that would get rid of the problem" he then told me that he could not help me any further because reformatting voids the warranty unless told so by a technician. They want to have a driver tech work on my laptop for $50-$120...If I pay for it it will be covered on warranty again...Sigh.

If I known that reformatting would void the warranty I wouldn't have done it.


Specs:
mx15
Intel core i-7 Q720 1.60ghz
Nvidia Geforce GTX260M
4gb ram

 

hahaha.... call another tech. They can be so full of it at times. I've reformated every system I've had from dell and never been told that, and all of the recent systems have been remote diagnosed by techs.

 

That's stupid and false. Maybe he was just lazy you should not pay to have your warranty "back" as formatting doesn't void anything!!

Have your thread moved to the M15x subforum and ask the guys there with the same GPU what drivers work for them, i can't help you here as i don't have this particular model.

Cheers

 

Oh I suppose I should mention that 3rd party software is not covered. So that is an instance they would charge you hourly to fix.

 

I've talked to two techs today. The first one put a note down on my file so the 2nd tech I talked to said the same exact thing.

 

Read over this --

Alienware: Learn More About Our Terms and Conditions

 

using Alien respawn the machine can be restored to an 'as delivered' condition, restored to that condition they must service it, as they provide the mechanism to do so with Alien respawn.

 

it's written in Alienware's terms and conditions "THERE ARE NO WARRANTIES FOR SOFTWARE"

means the dell and it's rep should be sued! for voiding the warranty because of software!

 

So reformatting does void the warranty. Lame. Guess I have to dish out some money to get it back onto warranty. Sigh.

I didn't receive a alien respawn disc with this laptop. =(

 

Ask them for the software CDs to restore the laptop to factory condition. Dell has to give that to you.

That tech is outright wrong. If Dell asks you to restore the laptop to factory condition you have to do it, only because that helps them to isolate the problem.

Don't give AW/Dell any more money until you speak with a few more supervisors. Also wouldn't hurt to give The Consumerist a brief description of your story as they love to post things like that to try and shame the company into helping.

Small claims lawsuit is also an option, but only if all others have failed IMHO. Dell would have to prove your software modifications were the cause of permanent damage to the laptop in order to win a court case.

 

Thanks for your response!
If I ask them for those software CDs are they going to try to charge me for it?

 

AlienRespawn Software Informer: Latest version download, news and info about this Alienware program.


you can get respawn here...


and look this over by BatBoy http://forum.notebookreview.com/ali...ook-feel-after-clean-install-windows-7-a.html

 

So it says theres two version: 2.0 and 9.4.
which one would be the one for my laptop?

 

9.4 is what I got...

 

I have formatted my laptop a few times and I have told the dell rep that as well. He/she never said anything about voiding the warranty. They only void it when you change parts of the computer and tell them about it.

 

Changing software is not going to void your warranty. You need to complain and ask to speak to a manager straight away.

 

A good read...


http://forum.notebookreview.com/alienware/375100-what-will-not-void-your-warranty.html

 

Telling you that formatting your HDD voids your system's warranty , not only is wrong and stupid but what if the HDD would've been dead?! Will that void your warranty too?

Don't pay them anything!

 

Although I have now managed to resolve the issues I had with damage that a tech caused to my laptop, the downright dishonesty of the Alienware aupport team has absolutely ensured that I will never buy one of these machines again when it comes for time to replace. I thought we were spending the extra money on a premier support system, amongst other things. But I have experienced support worse than I have encountered with the budget Vostro range.

Lies and terrible attitude from the AW support. Dell should be worried by their approach to support. The next performance machine I buy will be from a competitor.

 

I'm calling them tomorrow. Going to ask them for the software CDs to restore my laptop to factory conditions so they can't at me anymore. Should I just ask for a supervisor right away instead of dealing with the peons?

 

Don't even worry about the peons:
Dell - Support

 

Thank you! I didn't even have time to call them today. Got home from my double shift (16hrs) then passed out. I'm actually talking to a person from Dell on their forums and he is mad that the tech said that. He said he was going to deal with him.

 

Great pointer. +Rep.