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March 19th, 2018 15:00
Warranty woes Alienware 17 R4 from Best Buy
Hello,
So my story started in 3/29/2017 When I purchased this laptop from bestbuy as an open box item. I was told from that point and continuously until about a week or so ago that open box items carry the same warranty (1 year parts/service) As buying a new product. However the person who bought it and then returned it also registered the warranty. So about the end of Dec. start of Jan. I started getting extreme drops in FPS on games I normally play. A bit of trouble shooting and on hwmonitor noticed that half the cpu cores were quite a bit hotter than the other 2. Also then downloaded intel XTU and it confirmed that it was indeed hitting thermal throttle. I have the i7-6700hq so it isnt from overclock or any other fault on my part. Contacted alienware support and had the remote diagnostics guy connect. He confirmed my issue. Said I was still under warranty etc. Then however since the warranty was under the person who first bought the computer they had to transfer it and then I would have to send the computer in. Emails exchanged, phone calls, lots of time nothing got done sent in copy after copy of my receipt. It took them until last friday 3/17/2018 for them to finally transfer my warranty/ownership. Mostly because before this point I was "not" a customer because the service tag was not in my name so they made no notes of me calling in no record of my issues etc. Even one guy a manager of the Alienware tech support I recognized his voice and name from how many times spoke to him yet he never once made a note or record of me in the system. Now come to find out they now claim my laptop is "not under warranty" they claim it expired on 1/14/2018. So I wasted 2+ months trying to transfer a warranty they will not honor. Not to mention that I should have a warranty for over a week still (ten days to get to my purchase date). The gentleman from their advanced resolutions team offers to fix it as a one time courtesy However states the computer is no longer under warranty and I will be charged for repairs. Also in the meantime I have also been in contact with best buy corporate and they have contacted their dell corporate contacts and they assure me even have an email from the dell team stating show proof of purchase and they would adjust my warranty/honor it. Still Now I am told that this Rajeev (Rajeev.Aggarwal@dell.com) person from the Advanced resolutions team is my only point of contact with dell from this point on. And he tells me No warranty. I am sick of the months of run around, trouble, calls, emails, stories, lies, and flat out disinterest in backing their product. I dont get the same story from one call to the next until finally this guy Rajeev promises to take care of it for me and fix the issues completely. Just to find out he is unwilling to help.
I feel wronged and ripped off here honestly not only should my laptop still be under warranty But it should also be extended for the time and failure on their part that they wasted months JUST TO TRANSFER OWNERSHIP. I do not feel it is too much to ask for the warranty to be extended since they are the ones at fault. I called and emailed for months no help. Now the only help is your warranty is expired but it shouldnt be which I am told by your own people!!! Makes me wish After the first DOA I received (which was brand new not openbox) I had walked away to another company. My old asus G74 any issues I had with that boom they fixed it and made up for any issues. You guys at DELL not only dont want to help your customers you chase them away.
Your company had an opportunity to keep a customer I tried for months. But you have lost one for sure. No I would not reccomend Alienware. Honestly wish I had bought the MSI like my friend DID. I wanted something a bit slimmer. In the long run a bulky laptop would have been much better than a flashy paperwight.
Eimy_B
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4.4K Posts
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March 26th, 2018 07:00
Hi @tommyb13662,
I'm very sorry for all the bad experience you have had with the system so far. Please send me a private message with your full name and service tag so I can review your case.
tommyb13662
17 Posts
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March 30th, 2018 14:00
The issue is ongoing and the Advanced resolutions Team refuse to honor the warranty and inform me repairs are not covered under warranty. At This point I have spoken to arstechnica.com, and motherboard.vice.com And my local News. I have also Filed a complaint with the better business bereau. Since Dell does not want to honor their warranty or stand behind their systems I am going to tell everyone how bad your "Customer Service" is.
tommyb13662
17 Posts
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May 2nd, 2018 09:00
So update on this. Issues still ongoing Still no working laptop resolution Here are the last 3 major Events.
1,) Dell "Repaired" the laptop I received it on 4/24/2018 The unit sent back was missing parts and had a horrible stutter issue. I think they slapped my back pannel on another unit and said they repaired my unit. The one I got back was missing the tobii eyetracker but otherwise was same specs.
2.) They offer a replacement/upgrade with these specs ill copy and paste them. However the unit they sent was a lesser unit than they promised and only had a GTX 1060 (they would not believe me until they had a tech remote connect) Was called a liar until he checked and was like "OH I see also it has the gtx 1060", no apology. So now still no working laptop.
Here is the email with what they were supposed to send.
Please be informed, you will be receiving the replacement computer in 5-7 business days and if any software has been purchased and installed on the computer than you need to install the software on the replacement computer, as the replacement computer will not come with any purchased software’s. I am emailing you the configuration of the replacement computer, please check and confirm at the earliest along with the address where the computer needs to be shipped to.
Alienware 17R4
I look forward to your response at the earliest.
3.) Finally what has me really **bleep** off... this is now what they promise to send me (huge downgrade) but has a gtx 1070 like I have.
Please be informed, you will be receiving the replacement computer in 5-7 business days and if any software has been purchased and installed on the computer than you need to install the software on the replacement computer, as the replacement computer will not come with any purchased software’s. I am emailing you the configuration of the replacement computer, please check and confirm at the earliest along with the address where the computer needs to be shipped to.
Alienware 17R4
I look forward to your response at the earliest.
This "replacement" has LESS EVERYTHING
tommyb13662
17 Posts
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May 4th, 2018 05:00
Update on 5/2/2018 spent all day on the phone with dell but the one guy in the advanced resolutions team handling my case was not in the office so i guess nothing got done nobody would speak to me they promised to call me back but nobody did either. 5/3/2018 I am told to either accept the lesser replacement or be stuck with the Broken one I have. Dell I know you dont care but if I was anywhere near texas I would be so tempted to throw this laptop through your window. **bleep** it cost me more than your window i'm sure, and would bring great satisfaction since it is about as useless as a brick.
tommyb13662
17 Posts
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May 9th, 2018 22:00
How Are you still in business??? ON 5/9/2018 Received the replacement unit. Again lies from dell. You force me to accept the lesser specs, and what You send IS NOT even what you promised in the lesser specs!!! Ill link what they promised to send as a working replacement shortly. However when I opened the box and started testing it. NOPE GTX 1060 NOT the GTX 1070 I have. I will not budge on that point!!! I bought the whole system in the beginning because of the awesome performance of the GTX 1070. I will NOT accept any less than that!. This has been going on for 5 months!!! You "repair" my system but send back a laptop missing parts and also that has major issues. According to the boot up test when it does get to it it has some sort of pcie error and malfunction. Now you ship me 2 replacement systems and NEITHER of them are what you say they should be??? How do you mess this up??? I thought the video cards on these systems were part of the motherboard soldered in HOW do you send me 2 systems with the wrong parts soldered onto them??? Doesnt anybody boot these systems up and be like Check check check yes it has all the specs it is supposed to have. Or are you just sending me all the defects hoping I dont notice and go away??? I just want a laptop with the specs that will play my games the way my old system did before all this mess...
Alienware 17R4
tommyb13662
17 Posts
0
May 15th, 2018 18:00
Hello,
Hopefully this is my last post here regarding the issue. Today I received a New laptop from dell. Similar specs to the original. I will post them at the end. However I am told I have no warranty and no tech support. Fingers crossed so far so good no performance issues. (hope I did not jinx myself) All in All still very disgusted by the amount of failures on the part of the dell repairs/warranty team. The amount of time wasted to have one laptop repaired Horrible. I could have made enough money to buy 2-3 of these just from the amount of time spent on hold. I will also make a small note after each part noting if the replacement part is better or worse than original.
Alienware 17 R4 Alienware 17 R4 -same-
Processor 7th Generation Intel® Core™ i7-7700HQ (Quad-Core, 6MB Cache, up to 3.8GHz w/ Turbo Boost) -Better-
Operating System Windows 10 Home 64-bit English -no pro :-(-
Video Card NVIDIA® GeForce® GTX 1070 with 8GB GDDR5 -same-Overclocked
Display 17.3 inch UHD (3840 x 2160) IPS Anti-Glare 400-nits with Tobii IR Eye-tracking -same-
Memory 16GB DDR4 at 2400MHz (2x8GB) -same-
Hard Drive 128GB M.2 SATA 6Gb/s SSD (Boot) -worse- + 1TB 7200RPM SATA 6Gb/s (Storage) -same-
AC Adapter Alienware 240W AC Adapter
Wireless Killer 1435 802.11ac 2x2 WiFi and Bluetooth 4.1 -worse not 1535-
Keyboard English Keyboard
Cable US Power Cord
Primary Battery Lithium Ion (68 Wh) Battery -came with 99wh-