Really??? Come on, Alienware...

I bought a used m17x with 2yrs warranty left. Service tag is in my name.

A month ago, started getting blue screens. 3 video cards and a mb replacement later (not to mention scratches on the screen from sloppy tech workers), I still have a broken system. It is just one issue after the next.

Sent in the computer to have them look at it, and they contacted me and told me it wouldn't boot. I had told the tech rep I would remove the HD and he said it was fine to do that given the nature of the error.** Is their communication so poor that they cannot relay this information within the company? I also included the required packing slip and noted that I would not include the HD.

How long will I have to wait for dell to fix these problems? It's been a month now... Is there a way to get non-refurbished parts? One of the replacements was even doa...


**(the only errors I received were graphics specific or alienfx specific... not driver issues... if they were, then shame on aw, because I had a rep install the drivers remotely)


Anyone got some encouragement for a frustrated owner? I really, really, REALLY want to like my aw... it just doesn't like me, and neither does its support....

 

Honestly, I have a bit of trouble believing it's quite as bad as you say, but if it is, and you are sure none of these issues are due to user error, at this point I'd seriously suggest you just really push for a replacement system. I've heard many stories of people just getting upgraded to the newest system for their trouble. Call in and ask to speak to a manager. Be mature, friendly, but firm. Explain your situation, and I think you have a great chance of getting things to go your way.

Also...they can't really fully look at and diagnose your system without a hard drive in it. That was not too smart of a decision on your part, and in no way reflects on the techs' abilities or intelligence.

 

Yeah, you need to send it back with all original parts, that is stated in the warranty information.

 

oh, ok... didn't think they really needed a hard drive to confirm 9f errors... I guess I overreacted. Seriously though that is exactly what has happened.

thx for the advice.

Bob

Edit:first post edited to sound less like a bratty teen...

 

It could even be an issue with your HD. That's why you have to send it with all the parts.

 

Exactly, they need to check everything, as it is tricky to diagnose problems like that.

 

Well if you had windows 7 and a 460m, 560m, or a 580m I could tell the issue right now. There is a weird problem with random video card driver IRQ errors before you get windows 7 service pack 1 installed. I always got random blue screens all the time because of that. After the service pack was installed though, everything was golden. Depot service shouldn't take all that long though, I usually received mine back less than a week after I sent it out and I live in Alaska.

 

Just to add guys, dell told me that leaving the HD in a machine is optional. If after they put theirs in it all starts working fine then you will get it back with the new HD and a returns label for the old one. It's purely about protecting your data. They cannot ask you loose control of it by sending the machine into the depot.

Still safer though if you do not have any personal data to include he original drive

 

Update: I called the tech support and was princess pretty nice.

Unfortunately, they are sending the computer back without a new card... they just cleaned the heatsink. (my fault since I didn't include a new card)

After explaining that a clean install of windows was completed, and that all drivers were remotely installed by a tech, and that the issue persisted as an obviously hardware error, I politely asked for a replacement.

They are sending in a replacement request form, and I should hear back within 48 hours. Any tips for navigating this?

Thanks for the advice, everyone.

 

Never heard of that before. I think it's because your machine is in the depot and dell use sub-contractors for on-site and depot repairs. With them not being dell they probably have a paper trail to complete for a replacement. The Dell techs on the phone have the authority to give a replacement without any form filling.

Please post the form if you can, and a MOD does not say 'not allowed' (without any personal information of course), I'd like to see that

 

Ok. The request was processed and approved. No form is available for me to pass on.

Weird... I really don't understand all of this. I should be informed of the replacement spec options within a week.

Honestly, all I want is an XM processor with 1866 ram. I dont care if it is in a m17 or m18. I don't even need or want (except for resale value) video cards...

How should I go about reaching the above goal. Anyone interested in buying a refurbished m17x with specs at or above 2820, 8gig ram, 1080p, and 580m?

Is there a way I could get a refund for the purchase price of the computer and then apply that to a new m18x with a nice processor and ram but no HD or video cards?

 

They did offer me the option of a full refund when the replacement was approved. See what they say when they come back with an offer of a replecement; 'same or better' is the rule. I got a CPU upgrade, larger HDD, and the killer card thrown in 'for all the problems'. Getting empathy from the tech is key

 

Ok. Great to know! Thanks for all the help.

Do you know if AW offers a processor between the 2820 and an xm chip?

Thanks,
JG

 

You're very welcome

I'm not that up on all the CPU options so I'd be searching it out like you.

Thinking about it, my GF breaking down and sobbing to the tech 'please help, this is killing me!' might have had some bearing on the result lol

 

There is a 2840qm which is 200 MHz over the 2820qm I think, that's about it, then it's on to the xm chips. That said, it's always possible they will offer you a R4.

 

I agree with the R4 or even the possibility of a brand new model. Right now they have given themselves a week to find a used one (outlet). I pushed for the next day resolution and said I wasn't prepared to wait while they hunted one (R3 down). I got the call with the new config the next day. I'd already had 6 months of horror stories - voila, brand new R4 with latest config and fresh warranty

 

ooh... nice. and I do need a functional computer asap.... I'll call them up.

 

Good luck, I also found the 'I'm disabled and this is my only contact with the outside world' line (true actually ) seemed to provoke a faster resolution!

 

How did you manage to get a brand new unit with a fresh warranty? Can you elaborate? Did you have to add money on your end?

Thanks,
Bob

 

I'll PM you, wouldn't want to compromise any future contact

 

Well, I'm glad everything is moving forward now. Hopefully everything will be solved soon.

 

Dell on site support is legendary bad. Especially where they hire in outside tech guys.
I had a outside contractor from dell living with me for 7 days trying to fix a system. A 100 dollar an hour, it was not cheap for Dell. My guess its why they stopped to have on site support here in Sweden.

In 3 years they replace the computer 3 times. Each time I got a free upgrade to the latest model. I got an Alienware Aurora ALX. One of the graphic card power adaptor was broken. Dell could not just replace a 50 cent adaptor. No.. They had to recall the whole system. I gave up and asked for a refund.

My Alienware laptop is legendary. 17 inch. I got over 1 foot burns on both my legs from the laptop. Dell: "Its normal". Only when Sweden's biggest newspaper wanted to do a story about it, Dell/Alienware offered a refund + pay for the medical costs. Since I live in a socialist country healthcare cost 10 dollar.

Huge burns on legs = Dell is punished by paying the medical bill of 10 dollars.

 

I know this is a bit old, but for the record, I've been told by dell that not only was taking the HD out ok, but they recommend it on one of the forms to protect your personal data. It may depend on the type of error though. In my case, it turned out the mobo and gpus were fried (but this was unknown prior to sending it in).

 

Pion,

You are exactly right, and in my case, the error was already known.

They will give me the replacement specs. Here's hoping for an r5!!!

I'll keep you all updated.

Bob

 

Update:

On Tuesday, I was promised a computer by Friday (tomorrow) by a manager... called today and they bumped it back 20 days

They mentioned that I could get a dell store credit instead and told me to go to customer support. That was four hours ago. I have been transferred like 100 times, and I got dropped twice and transferred out of AW to dell twice.

Finally got to customer care, and I was told by another manager that they could not process refund/store credit things. Also, he said that the promise made to me was never recorded in the system. why?? *sobs*

Told to call up tech support again... I am on hold now... again.

Will let you all know how this pans out. Right now, I really just need a working computer. I don't care what model or if it's refurbished or new or even what screen size...

Bob

 

"Wait for a call, and we will get back to you."

SWEET!!!!!!!!

(*sarcasm*)

 

The M17x is not supposed to be on your legs during heavy usage. If you put it on your legs while it was under load I would say it's your own stupid fault...

 

I don't understand how people can let those things brake so easily. It's just like the "Razer is so bad and breaks so easily" whining. I have 5 Razer products for 5+ years and an AW notebook for 1+ years. No problems at all, and I dont even have to start about the other 999 tech stuff I have here that never broke on me. If you ask me people are just not treating their stuff the way they need to, and then blame it on the company. Or they do not have the knowledge to not do stupid things like putting a gaming laptop on your... legs or on the bed.

 

I agree with you. That said, a graphics chip can crap out over time if the thermal paste isnt changed. I didnt know that, and alirware never told me to change it. So, the gpu is fried. Three replacements were bad (either because of poor install or bad parts, i dont know) and they wont come out again, and they wont get a replacement or dell store credit out. Besides that, i love my alienware.

 

That dell workmanship.

They just don't care. Hopefully they replace it for you without any bs...

 

Yah, that's not going to happen. In fact, I was promised a computer by two days ago... lol.

Now they suggested that I wait another 20 days and then call back if the computer has not arrived. They still haven't emailed specs btw, and the replacement was approved 6 days ago.

*sigh*

 

Ok.... so I would be a total butthead if I were not happy now. Granted, it will be 2 months wait from the start of my problems, but here is what they are upgrading me to:

(crazy huh? I am an AW customer for life if this pans out)

Sorry for puking my problems on the forum btw,
Happy Bob



Quantity Item Number Description
1
210-AAPS
Alienware 17 Base
1
310-0173
Airborne Documentation, System Exchanges,Factory Install
1
332-1530
Dell.com Order
1
332-1530
Dell.com Order
1
338-BCHW
Overclocked 4th Gen Intel Core i7-4900MQ (8MB Cache, up to X.YGHz w/ Turbo Boost)
1
340-ABEU
Documentation, English
1
340-ACQQ
Not Included
1
340-ADEL
Alienware 17 Anodized Aluminum
1
340-ADEV
Setup Instructions English
1
354-BBBB
LCD Back Cover (WLAN) Alienware 17
1
370-AANN
16GB Dual Channel DDR3L at 1600MHz
1
389-BCCZ
Windows 7 Label, OptiPlex, Fixed Precision, Vostro Desktop
1
391-BBEM
17.3 inch (439.42 mm) WLED FHD (1920 x 1080) Anti-Glare Display
1
400-AASW
750GB 7200RPM SATA 3Gb/s + 64GB mSATA SSD Caching
1
421-1723
Soft Contracts Dell In-Home Hardware Agreement for Alienware
1
429-AAFS
Slot-Loading Dual Layer Blu-ray Reader (BD-ROM, DVDRW, CD-RW)
1
450-AAJI
240W AC Adapter
1
451-BBCB
8-cell Lithium Ion (86 wHr) Battery
1
470-AAKG
US 125V Power Cord
1
490-BBGQ
NVIDIA GeForce GTX 780M with 4GB GDDR5
1
555-BBEQ
Broadcom 4352 802.11 ac 2x2 and Bluetooth 4.0
1
580-ABEG
English Keyboard
1
619-ACMQ
Windows 7 Home Premium 64-bit, English
1
630-AAAU
Software: Microsoft Office 2013 Trial
1
640-BBLC
Alienware Command Center 3.0
1
658-BBNS
System Software for Alienware M17xR1
1
658-BBNX
Additional Software
1
658-BBOD
Broadcom 4352 Driver
1
730-5524
Thank You for Choosing Dell
1
817-BBBP
None Required

 

Sweet! Apology not necessary - a sanity check is always helpful when things do not go the way you would like

Took me 3 months of problems but I got a similar upgrade in model and specs eventually. They are not in the business to give away new kit to all and sundry so will obviously try to resolve warranty claims as cheaply as possible. When it becomes obvious it is costing them more in engineer time they step up to the plate - I see it again and again - so I'm also a dell advocate now.

730-5524

 

Oh, and I'll be selling the 780m (I can say that right?) ... Paypal USA only for transaction protection.

If anyone has a 4950, I am interested... That has iris graphics I think.

Happiness unto all.
Bob

 

There is a 'marketplace' in NBR for that stuff. You should have enough posts to use it but I've not been there

 

Oh ok, I'll check it out.

 

Hate to say this, but I'm pretty sure GT3e comes only as a BGA part - so you probably won't even be able to get one without a motherboard attached, let alone drop it in as a 4700MQ/4800MQ/4900MQ replacement. And it has lower CPU clocks, so you won't be seeing nearly the same performance there. Which is probably why Alienware used GT2 processors this year.

 

well i am aproved to for a new notebook but i am still waiting for an Email with specs.. how long have you been waiting for yours whats your current spec?

 

It took from a Monday approval till a Thursday (what 10 or 11 days). My unit will not ship for at least another 3 weeks. I spent 500 minutes on the phone with dell, and escalated every call when possible. Just be polite and honest, but also express the urgency of the situation.

Specs before were 580m and 2820 with 8gig ram. The replacement is way more of an upgrade than I had ever hoped for. They also might offer to crossgrade you to an m18x. That would be sick.

As for the Iris, Dusk, I think you are right. A 6990m should do okay as a gpu I guess... got two of those kicking around... still, I really only play LoL and AOE2... which both run fine on 1st gen intel integrated graphics.

Bob

 

WoW i hope a replacement Like yours i have 580m 8gb RAM and a 2720 . And whats about the rest of the Warranty does it transfer to the replacement Notebook or it has a Complete New Warranty?

 

Yeah, forgot to ask bob about that. Dell's policy is to transfer the remaining portion to the replacement machine. In practice, when building a new one it often comes with a fresh warranty, mine did, even the accidental damage! More goodwill

 

thas crazy Micky!

 

lol, it gets even more so when I was also offered a full refund 6 months into my R3!!

All I did was ask about the warranty on the replacement in the light of having wasted 6 months chasing problems. "No problem sir, it will all start fresh from the day you receive it". One very happy customer

 

I am really curious to find out what kind of replacement i will be offered on my 1.5 year M17xR3 and what would be with the Warranty im in Germany.

 

It really is a dice roll, local consumer laws are always adhered to, in the US many states have 'lemon' laws where a continual problem from new entitles you to a new replacement (designed for the car market but applies elsewhere).

You could be lucky and get one of the new ones as long as a direct replacement is not available in the outlet store. I have seen R2 owners get new machines 2-3 years in!

Good luck

 

Well the Guy from Alienware that aproved my Replacement stated that i most likely would get an R4 and that i would be emailed with the specs of the system and if i dont like i can do some adjustments but with a theoritical percent of some Payment in the End for Parts that i change that are too far away from what i get Normaly i Supose.. well i hope they won't start produce a notebook without me seeing the Specs of it.

 

I would think there are two reasons you are still waiting - I got my quote (£0.00) the next day after it was approved. First is simply that with the new release and users crying out for their machines they are a little backed up. More likely is to give then time to find a refurb.

You will (should) get the spec before a replacement is built to get your agreement on like-for-like. A nice dell employee can offer to upgrade parts at the cost of the upgrade as if you were building new but that again is at their discretion.

 

I just asked, and they are going to give me the same warranty that I had before. Kinda vague if you ask me, but hey either way I will have nearly two years comprehensive warranty.

 

Cool, you'll know exactly when you get the quote to approve as the warranty will be on there if it is new. If it's not there you'll need to call again to confirm how they intend to handle it. Fingers crossed

 

It's shipped!!! Should arrive today.

Ok, so just to throw things in the air, got a call from dell saying that my warranty had expired... 8I... ??? I am just hoping that the system has a warranty when I check the service tag...

Thanks again everyone, and Micky especially.