Anyone else have these problems with alienware?

First things first this post is to provide some insight on my experience with alienware and their tech support. i am going to summarize the best i can as to not bore you all and was wondering if anyone has gotten justice on this horrible company.

OK, i bought an m17xr3 a few years ago. spent 3k+ on this thing thinking it was going to be a good laptop. sadly, it was not. i got the computer in jan and by march i had someone repairing it twice.by this time they decided to give me an "upgraded"card as a temp until they get more 6990m card in stock. The 580m is the card they gave me. 3 months go by and i had this card replaced twice. It was doing the same thing as the other cards after the second time they sent me a 6990m card and i had a tech guy install it. a month went by and it started to do it again! i checked the speeds on the card and all that and had the tech guy check it as well. They sent me another 580m and lied to me and told me it was a 6990m. i called them back and told them it was the wrong card and had the alienware tech guy call them aswell. they agreed it was the wrong card so they sent another one. he installed that and that same day determined it was the wrong card they sent AGAIN. he called them and complained, as did i. after about a week of me calling several different areas, they found out that they where labeled incorrectly and sent me cards that said 6990m in the system but where 580m. so they said just sent the computer to their company and they will get it back to me in a week or two, so i did. i got it back and it had the WRONG card AGAIN. at this point i am pissed and called and complained to a manager. where he told me the card was no longer available to their computers and that the 580m is what i am getting so deal with it. so i said ok!, how am i going to argue with that? a month went by and the hard drives started to fail along with the gfx card again. they replaced all the hdd and the gfx card. i called and complained about it and they told me they where going to send me another 6990m. I said what? i was told they where no longer available. that tech guy said no they are avail they are just on back order. i said that is great! i waited about a month before i called again thinking they must have just forgotten about me. i called them up and they said no they were not sending me another card. they are no longer avail. so i said ok and hung up. I was convinced later by my friend to call up again that day and request for the card again to see what would happen. they told me that it was on back order...
At this point my warranty was about a month away from being up and my gfx card was starting to crap out again so i asked for a new card again... about three months went by and i got pissed no one was getting back to me. so i call them up and argue for about two hours before they said they were sending me another card. the 580m i told them about all the cards i have gotten and told them i wanted something else because clearly this card is going to last a month and crap out again. they told me they are not going to send me anything other than the 580m. i said fine what ever. the tech guy got to my house, installed it and made sure it was working as always then he left.
THREE days later the card quit working nothing buy onboard gfx powering my computer now. i called the tech guys three days after he had installed it and said the card was dead it was not working. he looked up my tag and said you don't have a warranty anymore and he could not help me. he gave me an email to send a letter to and that they would get back to me. about 5 emails sent and no response. and that is that! alienware screwed me over, gave me a crap gfx card that quit after three days and pretty much said o well! not my problem! of course there is more details i could go on and on but that is the gist of it.

Question to others: Has anyone else had these problems with these crooks? If so, how did you handle it?
all in all. 3k+ for this laptop and now my phone is faster than this websurfer. yay!

 

My M17X R3 was a disaster. I had something like 10 service calls in the first 8 months and Alienware ended up sending me a refurbed M17X R4 which has been rock solid since day one.

I would suggest contacting them at [email protected] and have your complete service history on hand. you can also reach out to them via twitter @dellcares and via facebook.

The key is to be polite and spell out the entire history of problems with the GPU and ask the agent to look at at your service call history and go through each one in detail. I have always found dell to be quite excellent when it comes to their warranty and service, although they can be quite slow on occasion.and the third party onsite techs are a total crap shoot.

I still own two Dell laptops and the R4 and have owned a number of both Dell and Alienware machines, five desktops and five laptops over the years and all have been great machines with the exception of the R3

 

Send me your service tag on an e-mail. Send it to [email protected] we'll review your case and try to help as much as we can.

 

They also requested it be traded in three times but the supervisor or what ever denied it. i had a good tech girl but i know it was not her fault it was the people in charge.

 

Your entitled to a replacement machine and I would definitely be pushing them for one given the number of faults you've had. Can't say i've had many faults with my R3 though so i'd certainly disagree with jd636 on that one. Although I have heard that the 580ms are failing all the time and i'm better off having the 6990!

Send an email direct to michael dell - you can find his email online if they are still not treating you right - outline the whole situation, leave a contact phone number for them and someone will get back to you with a resolution.

 

Well thank you Alienware-L_Porras for trying to look at it but since i gave up on it a few months ago, it has been to long for them to do anything about it now. O well i suppose... Anyone have an idea on a replacement card that will fit in the same spot? i have had alot of problems with over heating so hopefully nothing that is prone to getting to hot..