Warranty for Alienware laptop

Question

I was referred to this forum by the Dell Facebook website. On that website, I posted the following:

"I am completely unsatisfied with my experience with Dell. I purchased a new Alienware computer that broke within 90 days. After a lengthy repair process that involved two visits to my home and the mailing in of my computer, the issue is still not fixed. After being accepted for an exchange unit, I was told that I had to take a refurbished unit because I am outside of 90 days from purchase. I bought a new computer, why should I accept a refurbished one? I am at the end of my rope with Dell. Future Dell buyers beware! I will certainly not be one of them."

And the reply was:

"Dave, thank you for reaching out to us. I am sorry about the frustration you had to go through but I can guide you in the right direction for more help with this. You would need to join the Alienware Forum at the following link: http://goo.gl/WSgHx
Subsequently, you would need to post your query over there and our moderator will take it up further.

- Mrinalini."

I am not sure if a forum is the correct place for dealing with this issue, but I am looking for anyone I can contact who can help me.

89fordprobee · Answer

actually i beleive its 21 days for NEW replacement or refund pending which way you decide, i was stuck with similar but was 6 months stress free then all broke loose, ended up with more repairs then needed then a swap.. then a bricked machine by dell tech then a swap for damaged machine.. 3rd replacement was brand new so yea unfortunatly replacement even in and if you read warranty they can replace with a refurb, sometimes the refurb could be a refused order or a order that was shipped out with wrong specs, and even the repairs that were done were refurb parts.... or tested functional used parts .

so in anycase push for upgrades i did i started with a core 2 duo and 2 low end nvidia cards.. finished with high end screen high end ati cards and I7 quad core .... so a big upgrade form original

dartmn9 · Answer

Thank you for the insight, 89fordprobee.  I was told by technical support that it was 90 days and  I am still looking for someone from Dell to contact me in regards to this matter.

dartmn9 · Answer

Further correspondence with Dell Facebook:

I wrote: "I fail to see how a moderator on a support forum can help me with this issue. Please explain exactly what, "take it up further" means."

Dell replied: "The Alienware forum that I referred you to is a Dell Community Forum and the moderator is a specialist that handles any and all Alienware related issues. He is the quickest resource that can address your concerns. Hence the referral. Please do let me know if you have any further queries in this regard."

I would like to have the company policy in regards to replacement with new vice refurbished computers explained to me by the moderator or a similar dell representative.

89fordprobee · Answer

well tech support says alot of things... 75% of it is a lie 24.9% of it is just to shut up the customer other 0.01% is accurate and the truth..

policy can be found on dell site

www.dell.com/.../policy

jezzabUK · Answer

Hey guys just so you know you are not alone en.community.dell.com/.../20114524.aspx

DELL-Chris M · Answer

dartmn9,

This is not an Alienware policy, it is a Dell Global policy.

* If the system exchange is setup inside the first 90 days from the invoice date, the replacement will be New pending manager approval.

* If the system exchange is setup outside of the first 90 days from the invoice date, the replacement will be Refurbished pending Level 2 approval. We should have the item in stock to replace it. If not, it will be a like or better replacement based on current marketing pricing and specifications.

Locked Topics – Alienware General

Warranty for Alienware laptop

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