Currently disappointed and disgusted with Alienware machines and Dell support

Well - it's now like a month after I first booted up my new M17x R4 and I have had zero minutes of game time as it's been screwed from the word go (see previous posts).

Basically the system hangs on the Windows splash screen and you can hear "starting windows" sounds - but the LCD panel and alien head logo on the back is completely black and no amount of rebooting works. The only way to get "life" is to either boot in safe mode or remove the NVIDIA GFX drivers.

So far "H[D]ell" support have replace the GFX card once and motherboard twice and are giving me utter BS about not being able to swap for another unit as I'm not in the country I purchased it in.

So - currently my brand new system is in their workshop and "up to 5 working days" as a last ditch attempt to fix it before I escalate / threaten legal action. Not being able to replace the system on a brand new unit when you have full international premium warranty is BS of the highest order.

This is as a warning to others - AW systems most probably rock when they work, but if they don't you can expect really shoddy service.

Caveat on the above - I'm currently in Asia, so maybe it's just Dell / AW support here - but I can only go on what I know. One of the guys was so unsure / slow at replacing the Motherboard that I was this close -> <- to grabbing the screwdriver and doing it myself. The other dude failed to connect the speakers back up and the keyboard had non-functioning keys as he messed the connector fitment up. Luckily I insisted on tests before letting him go.

On both MB replacements - it looked like things were OK, but that lasted a reboot or 2.

Specs.

3720 CPU
Full HD 3D panel
16GB RAM
GTX680
Killer WiFi
750GB HDD + 32GB mSata storage solution


A very pissed Iceman.

 

Hmmm sounds like a driver issue personally, but I don't know, windows 8? UEFI? 3D screen does not work with UEFI, I don't know, hopefully it gets sorted eventually.
Luckilly I havent had any major issues but stupid mistakes like uninstalling integrated graphics driver under windows 8 with safe/fast boot + uefi, which broke my screen , had to use external to reinstall integrated graphics.

 

Personally, I've had nothing but outstanding service from Dell.

Been a customer over 10 years and spent 10's of thousands on Dell machines over that time between family, friends and coworkers.

I still highly recommend Dell to everyone.

I'm sorry your situation is unique. I wonder what the reason is for the replacement policy that you cannot get a replacement because you are not in the country of origin? Did you ask them? It could be due to things out of their control? Many countries have strict import/export laws, you can't blame Dell for following a country's laws. I'm just guessing though, I'd ask them before raising your blood pressure

 

I too am quite dissatisfied with the service provide by Dell India (Asia). I was sent the wrong configuration, but they refused to replace it. Recently they refused to replace my speakers because I had VLC media player installed. I am currently on my 3rd laptop. I dont open it up. On this 3rd laptop i havent even installed any overclocking or benchmarking software. Despite that i have had major issues. Just yesterday (30th dec) i complained again that my screen bezel wass coming off. Now waiting for that to be replaced.

Personally, I dont think they take this region seriously for gaming laptops. And the laws are hugely in favor of large companies and the system completely anti-people. But that is just life.

The best solution i have found is- email Michael Dell.

Two times i have done this. Both times i got a prompt reply from the escalation team and my problem was solved.

Hope i could help.

 

Yeah Dell is notorious for their disgusting customer support, whether it is on alienware or a regular dell laptop, my friend had my same system and he had so many issues with that, he went through over 10 months of swapping and servicing parts for his laptop, and only then he was able to exchange it for something with actually less graphical power. I was lucky that my system had no significant problems, however even while trying to renew my warranty I found dell tech support to be spotty, getting largely over expensive quotes by 10 different representatives (along the lines of $700-$800 for one additional year), however I manage to find someone to give me a good deal after weeks of calling (about $250).

 

So - it looks as though it is indeed Regional - see other posts on Asia support ...

As for the import - it's only relevant if it's an electronic item that you have not owned for 3+ months. A replacement unit would be marked as replacement for pre-owned and would not have import issues.

Simply put - they are being whiney because it's not the country of origin. It's almost like "not our problem" attitude. When I pushed the point, they said that they could consider it as an option. So clearly - it's not a legal issue - more like they just don't like to do it. So - for an international huge company - I stick with my "appalling service" comment.

I have seen a number of cases of stuff (AW kit) not working out the box properly (Google - forums, etc) - so hmmm - don't think my situation is unique.

As for the previous posts - I'm running the stock Windows 7 install (Ultimate 64 bit) for now with Legacy boot ... so Win8 / UEFI isn't even in the equation - yet. I've not frigged about in the BIOS at all .. so can't be anything I've done. Simply - I took it out the box and booted up and nothing but problems since (after a couple of reboots where everything was ok).

Icey.

 

It does sound like a driver issue if you could boot into safe mode.

Anyway best of luck and hope it comes back in full working order.

 

Please send us an e-mail to [email protected], we'll make sure we escalate the case for you. Please include the region where you are from, your computer's service tag, your phone number and a brief description of the issue.

 

Hi Luis.

Thanks for the feedback. Issue if resolved...for now.

Various shocking things along the way.. Such as my very expensive laptop shipping back from the service centre with zero packing..nothing..not even paper or shrink wrap. I packaged it in bubble wrap on the way there...but no one seemed to understand why this was not acceptable to send the system back unprotected...

Regards ,

Iceman.

 

Hi all,

As per my previous posts - I've had a fairly crap time with my first ever Alienware - but hopefully it's now fixed (although I'm still skeptical and worried that the next reboot will put me back to square one).

i just wanted to comment on the Alienware reps in the forums - the guys seem fantastically helpful and decent and I just wish that I had similar experiences here in Asia.

if the support dudes I dealt with were so good, I think my issue would have been resolved in a fraction of the time.

Kudos guys ...


Iceman.

 

yeah the forum reps make an attempt.

the rest of them are jokes and should be fired.