Alienware Support Issue

Hi Guys,

I've had problems since I got my m17x R4 about a month ago, the PC would continuously Blue Screen and not even boot into windows or safe mode after about 5 days of usage, I would then format the device and it would be fine for 5 days then the problem would start all over again.

I did troubleshooting on all the components and eventually called into Dell Support. I spent a while with him on the phone and I suggested to him that it was the cache drive mSata causing the issue. He said I should remove the drive and reinstall and see what happened then call in at a later stage.

So what I did first was break the accelerated RAID configuration and install windows directly on the SATA disk. I then mounted the mSATA as a regular disk.

This worked quite well and did not bluescreen as often but I still had problems. Any data that I copied to the mSata disk would become corrupt, no matter the file type or size any data on it was lost. I then did as told and removed the mSata disk. The problem has now gone away.

After this past weekend of stability I called into Dell this morning to say the problem had gone away and I'd like to get this mSata replaced. After 45 mins more of Diagnostics the representative (named Roman from Slovakia) said that he wasn't able to help me anymore as I'd now voided my warranty by taking the drive out.

How the hell is that even possible? I followed the instructions on the DELL website on how to remove the disk from my PC here:

http://support.dell.com/support/top...t?c=us&docid=543193&doclang=en&l=en&s=gen&cs=

Has anyone experienced this before? Being told to do something by Dell which then in turn voids my warranty? The PC isn't even a month old! I got it broken and managed to fix it with their guidance and advice how does this equate to a void warranty.

Any advice would be helpful.

Thanks,
Ken

 

trust me that guy had no clue what he was doing. Doing what you describe has no way voided your warranty. I would PM one of the alienware reps here they should get the issues sorted out.

 

He said that because the part is sensitive and that it was quite an in depth process to get to it, so I had voided the warranty doing that. How can that be if the put instructions on their site on how to do it?

I hope you are right, I'd hate to have to get lawyers involved for something I was told to do.

As a side note, anyone had a problem with mSata like this?

 

Sounds like Peggy's started working for Dell support. Get in touch with one of the Alienware reps in the forum (what littleone562 recommended). Here's a link for one of the: Alienware_Frank_L

ps: read his sig...it contradicts what Peggy told you.

 

Thanks guys I'll give that all a try - the Slovakian guy Roman is adamant that there is nothing he can do and my warranty is now gone.!

If any Alienware support people see this please help!

 

removing a part or opening the chassis wont void the warranty, it is in the signature of alienware support people on this forum and I have personally done it with a dell representative over the phone, however certain reps dont know what thy are talking about, probably like 1 in 5 (which is there for every tech company) and you should contact another rep or try online chat/support.

 

ye - that's what I thought too. I've searched every single warranty document on the dell website and it says nothing about this anyway. Looks like a lack of training for the whole site. Roman (Slovakia) said everyone including his supervisor and colleagues agree, warranty is void. Talk about heart attack material!

 

You should have pointed him to this site exactly to any post by an AW reps with a sig stating that.

Some of them are really clueless. I was inquiring one time for a 680M and the rep keeps on pushing 675M to me as he said its almost equal in performance.

 

It definitely doesn't void your warranty. As long as you don't damage any components in the process you can tear it down and clean it, upgrade it or re-seat its components as much as you like.

 

Straight from the horse mouth. You have your answer.

 

Thanks, I hope someone can help me speak sense into the support - I'd really like my mSATA replaced.

 

Hi Luis, thanks for confirming that.

I'm sure I saw that Dell have an email (awresolution or something like that) for people that are having problems with their local support operation? Not technical support, just a way into the 'real' dell when there are problems with the sub-contractors?
I was trying to help a member that had exactly the same problem in Hungary.
It's a brick wall when the telephone support refuse to help

Thanks!

 

Wow thats a shame. I am from Slovakia and had very bad experience with local service (solved finally by replacement) but I thought that was because Alienware computers are not being sold in Slovakia and thus they dont have relevant experience. Not sure why Slovakian rep is dealing with your case. In any case, I would demand tech visit so he can deal with the problem in place and tell you face to face that you have broken it. How can only rep tell you that ssd is broken based on call?

 

Problem is I haven't heard again from any official channels since speaking to Alienware representatives.... Help?

 

Send us an email: AWsocialmedia at dell.com, we only handle US and CA but I can forward the information to our European contacts and follow up on your case through them

 

Thanks very much Luis. There seems to be some support operations in areas where AW is not as common, that are not familiar with Dell's outstanding support for the product. +

 

Hey Luis, I did this 2 days ago still heard nothing.

Ken

 

Sorry for the inconvenience, the ETA is no more than 48hrs, you should be hearing back from someone in our tech support pretty soon.

 

All Sorted Out - I received my replacement mSata, still need to install it though, quite a bit of work that.

 

The professional social outreach people like Luis and others on this forum are worth their weight in gold for AW / Dell. There's a lot of fires to extinguish I would imagine, having had a bit of a nightmare just obtaining an m17x r4, its good to know that some people actually care and are responsive and knowledgable. Thanks for hanging around, good sirs and madams.

 

Nice. It took some time though. I think it's all about getting lucky when it comes to AW support. I haven't had a bad experience yet. It only took them 2-3 days replacing my CPU and GPU (mine came in with the wrong parts) when I got my laptop in April. And they said they had to order it since they had no stock.

I don't call the hotline when I have a problem. There is this AW rep from Puerto Rico who assisted me with my first problem (above) and I just email him directly everytime I need help and he assists me each time.
That's why I agree also to the poster above that the AW reps in this forum has been really a great help to all of us needing some support so great job guys!

 

Thanks for the good comments We are here to help and I'm glad that it is appreciated here

 

Really glad indeed