Dell techs ruin more than they fix

I just had my computer repaired by a "technician" He did more damage than he fixed. Here is my list of issues that where caused by shoddy workmanship This was just for a mobo replacement fyi.

1) scratches on my LCD from the palmrest not being put in properly(the rubber foot on the right is recessed in)
2)touch sensitive media bar bows out in the middle and is not flush.
3)The back black cover on the top of the lid is not flush and flexes.
4) screen is loose.
5)a little brass gear fell out of my computer it looks exactly like the one someone else posted.
6) computer wont turn on all the time(Sometimes the keyboard lights turn on and the fan will rev to highest setting, other times it will not turn on at all and just sit there with the fans not spinning but the computer running it gets hot by the videocards)
7) scratches on my lid.
8) Headache after headache.

On the phone with Alienware tech support for over an hour. Extremely unhappy. They want to send me a new LCD,PalmRest, touch bar, mobo, lid assembly, and have no clue where that gear is from.

 

What do you mean by have no clue where that gear is from?

Ask for a different tech who has worked with Alienware systems before. GL.

 

If it happens again... ask for a complete replacement, and send yours in.

 

here is a pic of the gear They dont know where it is from. It fell from the battery bay when i removed the battery.

Imageshack - 1002486g.jpg

Imageshack - 1002485o.jpg

 

get a complete system replacement it's your shortest way out rather then pplaying gamble on the qualitie of the tech

 

I was told that a system replacement was out of the question right now, but was not given a good reason as to why.

 

then call again and escala the issue you got caught in the crap it you should really try to get out of it asap
and seeing the part list they are going to sen getting a complete remplacement is eseayer for you and them

 

Last time I had to go through this, they explained that in order to send a replacement, they have to try "fixing" it 3 times. If problem still exist or new problems occur, they send a new replacement. I had to go through with this BS for a month for my M15x. Although the last technician was very professional, he couldn't fix the problems last two technician caused.

 

Tell me about it.

My LCD replacement ended up with 4 LCD, 4 media button, 1 keyboard, 1 LCD back metal panel, 1 Plastic part that goes with the metal panel replacements.

Is it perfect now? Hell no.

my power button doesn't light up, and the plastic part and the metal panel on back of the LCD isn't alighned properly.

I really don't want to bother with it at this point, so I'm going to wait few months until something real serious breaks to make a call. I can't afford them to mess with my system because I'm on my last CD key on a software that cost me 4k+.

 

The thrill of having one life.

 

that is not a gear. it's the part that holds the screws and the plastic parts together. ie. palm rest and touch sensitive panel.

 

the exact same thing happened to me. they sent me a replacement motherboard and graphics card. after the tech installed it, the palm rest wasn't put back properly and the rubber that prevents the screen from being scratched was not on its right place causing the screen to be scratched. also, there were noticeable scratches on the top panel where the alien head power button was located. i rang dell and just went off at them and i got my replacement. you know that you could always sue and win right?

 

Indeed, good luck with that. You'll need it.

 

I am going to let them do the repairs tomorrow if it is not exactly how it is supposed to be nothing misaligned and everything put on proper im calling back and raising you know what! Calingasan that is what happened here. You would think that Dell would make sure that they sub contracted out to decent companies, but alas anything to save a buck. It is sad though when you know you can do a better job than a companies "Tech support".

I will keep everyone posted tomorrow on how the tech repair goes tomorrow.

 

Lol, they said it was a "motherboard component".

 

It looks A LOT like one of the defective hinge mounts the m11x uses

 

Tell me about it!! I just had the LCD replacement last month and the technician left with my m17x lid not well-aligned. The plastic part was flexing and looked like it's going to pop out of the aluminum lid. In addition to that, he broke one of the legs on the LED controlling panel covering the hinge when prying it too hard, making it not tight-fit anymore. I had to call them to send me a replacement for the indicator panel and spent my own time redoing the whole freaken thing just to squeeze that plastic shiet tighter into the gap. I didn't make a complain about the technician though....since I think another person still employed means another family is being fed. So.....I just nicely asked them for the replacement panel.

They put me down on the free upgrade to LED LCD when I asked them before the replacement.

 

I had a tech come to work on my studio 17 to replace the motherboard because their bios update didnt work. after he left, the keyboard wouldnt work and the battery wouldnt charge. It would have been a couple of weeks before i would have a chance to have another tech come out, so seeing as that i had Complete Care, i threw a fit and got this R1 as a replacement.

can you believe that? replacing a motherboard because the bios update software was faulty? LOL

 

It will only get worse. I had a tech over yesterday, and he broke some part of my machine. Now it is on my desk in pieces as he left it for his colleague to fix. This other tech is supposed to come by today and reassemble the thing with some new parts.

I think these machines are not meant to be taken apart more than once or twice. MY replacement (current) R2 has been taken apart four times already and now stuff starts breaking.

They would also not give me a replacement because they want to try and fix it first. But in my experience either a new technical problem occurs after the tech is done, or the machine is not assembled properly.

I don't really blame the techs though, they just have to work on lots of different types of machines, and most techs I have had over seem to be ok. In my case they just get crappy parts to replace other crappy parts.

 

have you guys seen the video on how to disassemble m17x. its not all that hard. after seeing for myself how its done, i could probably take the whole thing apart and put it back together in under 30 minutes.

here's the video

part 1

part 2

 

Keep on them, this all just happened to me however I am getting a R2 replacement for the first R1 replacement.. : /

Send me a pm and I'll give you the supervisors name that helped me. He bent over backwards.

 

they can be taken apart as many time as you wish but get an incompetent to do it and it's screwed i took mine apart like more then i should have seriously not a single week passe without me opening it for the lulz or what ever other reason get through my mind

i screwed once and almost scraped my case but i could recover it

 

Just got a call from the tech Dell apparently didn't send the Mobo. So he is coming tomorrow at 11-11:30 IDK if I should call Dell again or not as I have missed two days of work for this BS. I just don't feel like spending another 2 hours on the phone with Dell.

 

It is actually a special nut that is embedded in a plastic post on the underside of your palmrest. The three screws that attach the palmrest (they are accessible once you remove the main battery) screw into them.

The plastic post this nut was embedded in is probably cracked/shattered. There were most likely some stray pieces of it that fell out when the machine was opened. If those pieces are still around then you can just superglue the post back together and all should be well. Otherwise the palmrest will never reattach firmly to the shell - there will always be at least a little bit of flexing.

The plastic that houses these nuts is very easy to break - just a little overtightening when attaching the palmrest will do it. Mine was like that from the factory - but luckily I noticed the loose plastic and bronze nut when I took the system apart for the first time.

 

Ok That is it! All I have to say now is this F*** the dell on site technicians they have Ruined my computer my slave card is not being picked up at all and my master gpu fan is not working @ all so my CPU and slave fan are both at 4k RPM he didnt put my palm rest in correctly and it is bowing up on the right side my screen was necver replaced, and I am not happy at all with this BS.

 

I am being sent a replacement system with Dual 5870's, because he said the 4870's are out of stock and he doesnt know when they will stock more. All in all, Alienware phone support is amazing, and I don't think I am going to be using my warranty unless its no hope dire straights end of the machine type of problems.

 

Well at least it's being replaced. One of the main reasons I do it all on my own. I can have the CPU swaped and system up and running in under 30min. I only use Dell warranty support when a part needs to be replaced. Then I just play dumb until I get what I need I'll have to be doing that to fix various issues when I get home in a few weeks. Dead GPU, dead touch strip ribbon cable, and poor connections for the keyboard and keyboard LED light ribbon cables, not to mention on board speakers don't work. If Dell techs come out I'll let them watch me do it. Due to the deak speakers though, I think the motherboard will need to be replaced. Once I have the old touch strip ribbon in, and the dead GPU in, it won't power on, and if it does, no screen Thier best assesment will be a replacement I'm thinking.

 

We can really do it ourselves and have the techs watch?

Also DR I know you did the cooling mod did you do the retention mod and what size pads did you use?

 

Yea, i've known other members have just done the work themselves. Just let the tech know you know how to do it, and he can follow along. In the end, if the tech agrees, it's beneficial to all. He learns what he should already know, and you are responsible for the well being and condition of the unit.

I havn't really done any cooling mods. Just new paste and pads. I used. .5mm thermal pads and IC diamond on my CPU's and usually AS5 on the CPU since thats cheaper and I switch CPU's so often for benching. My GPU died due to an overclocked, overvolted furmark run while the computer was pushing two monitors, the notebook screen and an external. Not sure why, it fried, but it's a goner.

 

Alright sounds good .5mm pads it is, and good luck with all those repairs when you get back and hope you stay safe overthere.

 

I won't let a tech touch my system. They just send me the part. North American support is pretty good about doing that. It was worth the price of that premium warranty.

 

Thanks, should be back home in under two weeks. Been a quick 13 months actually. Be nice to have a fully functioning system though

 

I have the premium warranty...

 

Oles chiefs. Welcome to the 5870s lol.

Are they replacing your whole system ey? Did they say which other specs they are giving you? Any other upgrades?

Yeh for the 5870s they use 0.5mm pads. For the CPU I had to use 1.0mm X2. So 2.0mm pads before I saw that they made proper contact. Just try out the pads and turn the notebook sideways chiefs to see if it is making proper contact I had to try it a few times before I got it to the way I wanted.

My hdds are making weird hiss hiss sounds atm lol. every few minutes its like its breathing or something lol. Never noticed the sounds before eahahahah.

Cheers.

 

Yah 5870s and he said everything else was the same
oh and reborn I repasted today check out these temps just idle watching videos and reading the forums for the past 2-3 hours
http://img148.imageshack.us/img148/8240/tempsr.png

I used to idle at the max before now i am extremely happy with that

 

WHolly smokes chiefs. Awesome CPU temps there. With TX-4 i assume OLES!!!

Man my TX-4 still hasn't arrived lol. The 5 sticks of Shin Etsu did though. Just threw them aside so far LOL. CMON TX-4 oles.

AH cool wonder what driver and vbios will come with your replacement. Seems they still haven't shipped new systems with the new vbios. I was hoping they would do it all for us by now LOL.

http://gpuz.techpowerup.com/10/10/15/2er.png

Another chief got their system like yesterday or something. That was the GPU-z for it.

Cheers.

 

Yup temps are with Tx-4 this stuff is frickin awesome if you ask me. You should call someone when is that stuff gonna get there man It has been to long. You sir are a patient man! Kudos. I wonder what this system is going to come with Im hoping they surprise me with a 920. if they do this will be me.

 

Ehahahahahah LOL. I have a feeling the TX-4 will arrive on Monday. It will probably just be a little letter envelop lol. I ordered 2 tubes. Oh yeh how much TX-4 did you have left over after you did the GPUs and CPU? I noticed last time with the SHin Etsu I had to like use the whole tube just on the 1 CPU lol. It was such a small shin etsu stick, hardly any in it lol. Guess thats why it cost only 2 wing wangs.

Yeh I'm hopping to rock some similar awesome CPU temps like yours chiefs.

ehahaha yeh oles hopefully its a 940XM ehahahaha

Its cool though. Now you get to join us mucking around with vbios updates and driver updates and all that fun LOL. ehahahahah with the 5870s lol lol. Welcome to the family chiefs ehahahaha

Are you waiting for a confirmation email or something about the specs of your new replacement system?

Cheers.

 

Yah I am waiting for that The only reason I know I am getting 5870's is because he said that the 4870's are outta stock he asked if I would accept those as a force upgrade or the 285's. I have been pretty happy with ATI so i opted for them.

 

AH yups cool cool I see. Thats great ey eehehehe no stock lol. Scook must have got the last one lol.

Now where are the AMD mobility 10.10 drivers. I just need them with FIFA11 and newer game support and everything will be perfect oles.
Oh and of course to get better CPU temps like yours oles. Thats insanely low max under load CPU temps you got there chiefs.

I checked my TX-4 and all it just saids is that it has been shipped. So just waiting for it to reach down under oles. Its been about 12 days now so shouldn't be to long now.

Cheers.

 

I ran in to a tech that was replacing my main board (for light problems). he put everything back, but did not connect my two videocards (killing SLI), and somehow managed to take off the thermal pad off one of the cards... I did not know any of this till I called another tech for overheating broblems... he also told me about the thermal paste the last tech "forgot" to put on.

bottom line, if you have a tech working on your M17x, watch everything they do!

 

Yah I agree and i did for about 99% of it then I got a phone call and walked away he said he was leaving and everything was working while I was on the phone so I didn't really check his work till he was gone .

 

Both times I've had a Dell Tech come out, I had the laptop already open and ready to go on the kitchen counter. Both of them let me replace the faulty component (while they watch). They see that I know what I'm doing, and generally don't care when I ask if I can put the computer back together.

 

An update on my system replacement I am pretty livid.
I checked my system replacement status last week and it was cancelled. So I call up and speak to some rep at Alienware. I was told that it was cancelled by another Dell rep. So I call the rep that cancelled it and she tells me that I have some parts which I never returned and basically was treating me like I was a thief. I have had these parts since April of this year and was told that I didn't have to return them by a Dell rep when I first received them in april as they didn't have any return shipping labels either I didn't think twice about it. In the 6 months I have had these parts I have not received a single phone call about them needing to be shipped back. So me and the lady are arguing she threatens me with a lawsuit stating that I signed for these parts and fedex has my signatures.(this is a blatant lie as the parts where left by my door and no one signed for them) I told her that was not true and I told her I had no problem sending them back, but I need shipping labels to return them. She tells me that she will send them, so I ask her after I ship these parts she is going to reinstate my replacement. She said NO! that I don't have that option anymore and that my only option was to send it in to the depot for repair ,and when I told her I was taking online classes + I have Advance exchange as part of my warranty. She told me to "Deal with it and figure it out"!!! I told her that was unacceptable and that she needs to stop treating me like I am a criminal and stop punishing me for a misunderstanding. She then told me that she would call me back after Dell receives the parts which was this past monday. I called her repeatedly and left messages she has not called me back since and won't answer the phone. I am at my wits end I have not had a working computer since the 14th of Oct. and I don't know who to contact anymore about this.

 

Next time better record your conversation and attach it to the supervisor of Dell.

 

It is illegal in FL to record someone without their knowledge. On the phone now with another Supervisor will post back after the phone call ends.

 

mind if i ask, what part did u keep that caused that dell rep lady to accuse u? and is she an outsourced indian rep?

 

So... How can you not become happy and in a great mood after reading reborns posts? Always an enjoyable experience, and I usually learn a thing or two as well

 

Mkelliny, does her name start with S? She's from DFS, right?

 

I had some upgrades sent to me Ram, Hard Drive, and screen these where the parts I was told I didn't have to return and there where no return labels. So I sent them back which was not a problem as they where just sitting in my closet collecting dust anyway, and Yes the lady was an outsourced Indian rep. She is not affiliated with Alienware. Rudest and most unprofessional rep I had the pleasure of dealing with at Dell.