Alienware nightmare

So I've been in a nightmare with alienware as of late. I ordered and received my M17x r4 about a month ago. At first I was happy with the system until i noticed grey dots under my screen on a white background. I immediately contacted alienware support and an exchange was sent, about ten days later. I received this unit and upon first start up I got blue screens. I called them back up and inform them that I got get another unit with problems and they finally arranged for another exchange, and yet another 10 day wait during which i sent the blue screen one back and kept the original one with the defective screen, at least it worked. I finally received my 3rd unit and the box looked like it was dropped off a building. The internal packaging was damaged as was the laptop. The media control bar had scratches as well as the screen, it seems like particles were closed between the two when the laptop was packaged. 3 laptops and I still don't have what I paid for, a good system in perfect condition out of the box. My contact at dell told me he was going to contact logistics about the box and that he was escalating the issue to his supervisor. The supervisor contacted me that I needed to contact alienware technical support to resolve my issue. WHAT!? How is technical support supposed to solve a replacement unit that was damaged in transit. I didn't pay for that I paid for a good working system in perfect condition out of the box. I am yet to get a unit that has met those conditions and they want me to get a brand new unit out of the box fixed? I remember reading "most powerful 17 inch laptop in the world", Not.. Most powerful 17 inch laptop in the world AFTER you call tech support!. As you may understand, I'm extremely frustrated by this situation, and I dont know what to do. I want a new unit, un repaired, unopened and undamaged and not defective to come to my door step, thats all I ever wanted.

I work 17 hours a day and i just dont have the time for techs to come out, to be on the phone with support and all this, I have only one free hour a day, and thats the hour i want to spend enjoying a good laptop, is there anything I can do about this? Its like dell said ok we sent you three screw ups, now its your fault, deal with it! Its out of the box issues I reported the same day!! not a week or a month from when i had it! Thanks for listening guys

 

You have to get past the initial phone screens (techs.) Ask to talk with their supervisors or Advanced Resolution Specialists. The ARS will make things happen.

If you're at wits end and have attempted to reasonably make things right with dell, but they refuse to help, your last resort is to document all contact names, dates and make note of discussions then head over to BBB.com.

 

yeah the guy im talking to now is an advanced resolution specialist based in india i believe

 

Hello dandan,

I might be able to help you out. I would like, if you don't mind, to review your case to see if there's anything I can do. PM me with your service tag and contact information and I'll get back to you as soon as I can.


Thank you.

 

I read somewhere in the forum that if you call earlier in the day (which I understand you may not be able to) you'll get someone in the US.

Call this number
+1 800 624 9897, Extn: 72-83898

 

is it true people in the us have more power then their indian counter parts?

 

I'm not denying or confirming anything you've said here, because I wasn't there - I don't know what has transpired between you and Dell.

All I can say is that Dell boxes their laptops very securely, so if you're going to make the case of damage in transit, you had better have photographs and evidence. You've said yourself that you've been through multiple returned laptops with them, and they're no doubt suspicious of your case.

At this point, unless there is any physical damage to the laptop preventing it from working, I don't think they're going to offer you anything but a refund at this point. I would make every effort to talk to the salesperson that sold you the laptop - if you get someone from india, either ask to talk to someone else or ask for a supervisor. The outsourced tech support guys don't have the authority to do much of anything, except discourage you to the point of not pursuing your problem further.

 

I had a similar situation, but the nightmare ended very well. My first R3 had a scratch on the screen and a crushed box with a popped off key on the keyboard. They sent me a replacement, and after waiting almost a month from a delay, my new one arrived perfect. While waiting, the new R4 was released so I was able to return the unit for a refund and order a newer model..

Upon receiving my new R4, it too had a spot under the screen (dust) so a tech was sent out with a replacement that also had 3 dead pixels and some other dark spot. I emailed the rep I originally dealt with explained the problem with pics (the tech was also a witness), and they sent me another replacement ...that one was perfect.

Two things I've learned:
1) They need to spend more attention on Quality Control (especially on the LCD's)
2) They stand behind their products and customers

In the end they've demonstrated to me that they will do what it takes to deliver the right product (too bad they are loosing money from the QC issues, and in the end this might reflect on the product price).

In your case, if you don't want to wait (nor have time to communicate), I suspect that a refund will be the only option. If on the other hand you can ride it out with a little more patience, I'm sure they will make it right ...as frustrating as it might seem you will at least have a great laptop one day. I talked with overseas reps and they were great! I was never rude with them, but I did explain things from my point of view. After the first incident, I even took videos of me opening my boxes so they would see the shape some of them arrived in; the others were not like the first, and they never needed the video anyway. I suspect that you just had an extremely unlucky run as this doesn't seem to be the norm (we are a minority case I think). Anyways I write all this to say you're not alone, and with some patience the nightmare should end soon ...at least I hope it does. All the best with it!

 

As for the packaged well, sure it was it looks like it was closed when debris between the media controls and screen , so it doesn't matter how well they packaged it. Not only that but aren't we entitled to a box that isn't damaged ? And yeah I took pictures and sent them over to the guy still getting the same result. Not sure why they wouldn't believe me, if I waited a week to report issues then may be but why would someone report issues the follow day or the day of getting the unit three times, that's a little crazy isn't it ?at this point I would accept a refund gladly as much as I did want a gaming laptop. I might be inclined to try the bigger one, maybe ill have better luck with that one. .

 

Oh I forgot to add, the bottom cover is Damn near falling off towards the rear vents. I tried to slide it back into place but no go it just won't stay down.

 

There are small tabs on the bottom cover along the back (furthest from battery), and they may be pressed up against the bottom so as not to hook on anymore (moot point though if it's going back).

Strange that they are not responding well to this; I would try speaking to the manager/ supervisor again and explaining that you would rather not have a new machine taken apart for repairs as there might be refurbished parts used, or at the least any locktite on the screws would not be replaced ...worth a try; hopefully Natalia_J will be able to do something for you first though. Again sorry to hear about your frustrations

 

yeah i tried messing with the bottom cover, no matter what it wont close right. Still no resolution but im hoping :-/