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Dell Sends Me Different Laptop (What would you do?)

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Dell Sends Me Different Laptop (What would you do?)

Old 01-12-10, 06:46 PM
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Dell Sends Me Different Laptop (What would you do?)

I have a Dell Studio 1735 laptop that I purchased last year. I have had numerous heating problems as I mentioned in another thread. I have had it replaced once already. I was awaiting my second replacement laptop. It finally came today. I open the box and as I look through the manuals I see Alienware logos. I think to myself that's odd, and also that maybe they just threw whatever manuals in there. I then grab the laptop, and through the wrapping I already know this is not the same laptop I own.

I find in the package a refurbished (that's not an issue, I expected a refurb) Alienware M17x laptop. My laptop was already huge, this thing is monstrous. It's probably 33% thicker than my previous already oversized laptop.

My question is, would you send it back, or keep it. Here are the specs of both laptops:

Studio 1735:
Windows Vista Ultimate
Intel Core 2 Duo T9300 @ 2.50ghz
4GB Ram
ATI Mobility Radeon HD 3650
DVD Burner
Fingerprint Scanner

Alienware:
Windows Vista Home Premium
Intel Core 2 Duo T9600 @2.80ghz
4GB Ram
NVidia GeForce 9400M G
BD Rom Drive
Facial Recognition Software (WTF??)

As I'm going through it feels like they sent me a better laptop, but I honestly don't know. It's kind of bulky and ugly, but it's a bit upgraded. Should I be worried? Did they make a mistake? Should I just shut up and keep it? Should I ask for the laptop I paid for?

Things missing (that I have noticed so far):
Remote control (honestly never used it on the Studio)
Fingerprint (already mentioned)
It comes with a different power supply, when I already have a few extra acquired from work which might be a pain, and don't seem to work on this system.

The monitor has the same resolution and size. The touchpad has a weird feel, and seems less responsive. The keyboard feels more like one, and I think I prefer it. The operating system is different, is it worse? Should I call about that? It also has a card that says Windows 7 Upgrade option, with no mention of price. I would prefer Windows7 to either Vista. Does this mean I can get 7 free?

So, any questions before I can get some advice? What should I do?
Old 01-12-10, 06:55 PM
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Re: Dell Sends Me Different Laptop (What would you do?)

Dell has been known to toss in an upgrade now and again instead of replacing like for like. It depends on a few factors. I have had this happen before, more than once.

Dell considers an upgrade at retail $$ value and nothing else. A feature you value, they do not in their decision. NORMALLY they ask you first, odd they just did it like this.

Totally up to you to keep or argue
Old 01-12-10, 06:56 PM
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Re: Dell Sends Me Different Laptop (What would you do?)

If it were me it would depend on the answer to the Windows 7 being free or not question and your tolerance for the increased size as well as your power supplies not working. Even if you are happy with it I'd definitely be pushing them for additional power supplies based on the fact that you already have some extras (I'd indicate to them that I purchased additional accessories that are now not compatible).

I'd push them for Windows 7 ultimate as you had Vista Ultimate previously.

Can't hurt to ask them for a few things... but you need to make up your mind of what you want in order to keep it before you call.
Old 01-12-10, 07:00 PM
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Re: Dell Sends Me Different Laptop (What would you do?)

If you still have a while on the warranty, I would call and see what's up. You may lose that if you happen to need it in the future.
Old 01-12-10, 07:03 PM
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Re: Dell Sends Me Different Laptop (What would you do?)

Well, when they said they wanted to replace it again, I asked them if they would upgrade to Windows 7 as a bonus since this would be my second replacement. They actually told me no they could only ship with what I ordered. They said I would get the same laptop or a slightly upgraded/newer version. This is obviously neither.

I just used the card and Windows will send me a copy of Windows 7 Home Premium at no charge. I had them send it. Maybe I shouldn't have, but I did. Didn't cost me anything, but it can only be used to upgrade Home Premium, not Ultimate.

The Studios they currently have on the website do not have a 9-key pad. I need that. The Alienware does.

I honestly do not care about the increased size. It doesn't leave my apartment. There appears to be a LOT better ventilation on this thing. Also, it's super quiet so far. My current Studio is not, and never has been.

I'm up in the air about power supplies. Obviously they didn't really cost me anything.

I think I'll call and just ask for the proper Windows 7 upgrade (or my old Ultimate) plus an extra power supply. Even if they don't send it, barring any points brought up in this thread, I'm going to keep it.
Old 01-12-10, 07:03 PM
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Re: Dell Sends Me Different Laptop (What would you do?)

Originally Posted by The Cow View Post
If you still have a while on the warranty, I would call and see what's up. You may lose that if you happen to need it in the future.
I should have 3 years remaining. It was a 4 year warranty.
Old 01-12-10, 07:26 PM
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Re: Dell Sends Me Different Laptop (What would you do?)

Originally Posted by spainlinx0 View Post
I should have 3 years remaining. It was a 4 year warranty.
punch in the service tag # of the new laptop in support.dell.com warranty look up and see what it really has. I have had issues with Dell not putting proper warranty and/or owner registration on replacement machines
Old 01-12-10, 07:27 PM
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Re: Dell Sends Me Different Laptop (What would you do?)

Well, that was an interesting Dell call. I said I didn't have the same operating system. He basically said "we're giving you an Alienware. If you have a problem with the power supply or system you can send it back. You should upgrade to Windows 7 anyway, at your expense."

OK then.
Old 01-12-10, 07:29 PM
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Re: Dell Sends Me Different Laptop (What would you do?)

I asked about that as well. He said the warranty would transfer. I'll check in a few days since this tag wasn't even registered to me yet according to him.
Old 01-12-10, 07:30 PM
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Re: Dell Sends Me Different Laptop (What would you do?)

Is there anything I should really care about with Windows 7 Home Premium versus Ultimate?
Old 01-12-10, 07:59 PM
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Re: Dell Sends Me Different Laptop (What would you do?)

Originally Posted by spainlinx0 View Post
Well, that was an interesting Dell call. I said I didn't have the same operating system. He basically said "we're giving you an Alienware. If you have a problem with the power supply or system you can send it back. You should upgrade to Windows 7 anyway, at your expense."

OK then.

I'd call back and light them up... I wouldn't take that as an answer even if I was happy with the rest of it.

I'd tell them while you can appreciate that they may consider this an upgrade that you have purchased accessories, etc and that you may have to buy an external DVD burner (assuming the BD does not have burner capability?), etc to replace the same functionality you had before.

I'd ask to speak to someone higher up the chain if you get the same answer again.

Now they've just made it a challenge

Last edited by sniper308; 01-12-10 at 08:05 PM.
Old 01-12-10, 08:40 PM
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Re: Dell Sends Me Different Laptop (What would you do?)

Well it has burning capabilities, including BD burning. Honestly, I don't have much desire to argue considering the upgrade. If I was getting screwed that's different.

I may call when I get the call checking if I'm happy, but I don't want to give up the laptop.
Old 01-14-10, 12:10 AM
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Re: Dell Sends Me Different Laptop (What would you do?)

The Blu-Ray alone seems like a win to me. I'd keep the Alienware for sure. Looks like you got a great deal.

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