Alienware 14 Weird Display Problem 1080p screen

About 2 months ago I bought 2 Alienware 14s off of amazon (ALW14-4682sLV). One of them is having a strange display issue. A cluster of pixels change when something moves above them.

I have a video of problem Weird display problem - YouTube

Problem wasn't noticed because of a wallpaper choice until today. Can I still get it replaced? Going to try and call Customer Support after work tomorrow, figured I'd ask here until them.

Hoping I could get a replacement sent to me so I can swap Drives before I send mine back (upgraded to 512gb SSD).

Thanks for any help.

 

Does it happen on an external screen? If the PC is in warranty we may be able to swap it for you.

 

Only happens on the Laptop screen, when outputing to TV its fine. Gonna try and call later today about it, hope I get off work in time.

Edit:
Just got off phone, they sending a tech out early next week to swap mother board and screen, I'll let ya know when it's fixed. Thanks

 

And the nightmare begins...

So tech guys call me and says my parts are ready today and they will be right out to fix the laptop. They would be here at 10 and I didn't need to be at work till 1 so I was pleased.

The tech shows up, didn't have the proper tools for the job, took over 3 hours to try and fix the laptop (had to take it apart multiple times because thing were not put together correctly). When she was finally done the 1st time I closed the laptop lid the screen went off again. Also the screen joint is all wobbly now.

Not wanting to deal with another tech that doesn't seem to know the job I called tech support and request a replacement this time. They say they don't usually do replacements after 30 days but they will see if they can find a refurbished one to send me and will call back in 24-48 hours.

So at the end of the day I go from having a laptop with 1 miss colored pixel to a janky lidded laptop that only works if I plug it into an external monitor. Not a good day...

 

Just got back from work and gave my laptop another look and this is what I find:




The exposed video cable (I assume this is why the monitor doesn't work now) and dented heat sink.
That tech really did a number on my new laptop, really need to pick better techs to work with.

 

Yeah, that is unacceptable. Send that picture when you call support - they need to make that right and that is a pretty clear cut problem.

 

Wow, that is TERRIBLE. I would call support, describe the damages, and ask for a new machine (if you purchased the computer new). A refurbished device due to Dell's negligence is absurd.

 

That is what I think, they said they will call me back with details in 24-48hrs when I hear back from them I'm going to ask that. Hopefully I get a call tomorrow or next day if not Ill be on the phone Wednesday after work.

 

Update:

Got a call today, they approved a new laptop and will receive a call in 24-48 hrs to confirm specs and give me an order number. Guess it just a matter of time now. Hope I get it before the end of the month for batman.

 

Wow that is unacceptable! Did they give you the option to replace the parts yourself? That was one of the best features of lenovo is that I could have them send me parts under warranty and I would be the tech working on my laptop and not some grubby hands mcgee that worked on yours.

 

Sorry for the late update finally got a replacement on Nov 9th and it works fine. Weird thing I keep getting calls and mail from Dell saying to send back my old one when I already did.

 

hopefully you have proof of delivery via fedex or some other carrier with proof of delivery and signature service. They will try to bill you if you can't prove it was shipped back

 

I do think its a mix up on there end. 1st they told me there was a FedEx return label in the box, there wasn't one. Had to email CS to get a label emailed to me, so I can see that they got it. Maybe they checking the 1st label that never got to me or something. If they call again when I'm not at work I'll let them know.