m18x arrives - the good, the bad and the ugly...

Keyboard sounds like design issues. [My Qosmio keyboard is pretty solid compared to your vid].

Some of the other software/hardware problems could be initial release issues, and might be fixed in a BIOS release ?

Sounds like you'll just have to put up with your m18x and keep bugging Dell when a problem arises.


However, if there is already so much negative history with Dell, why go back?

 

Yeah, he's a friend but it's much more complicated than that. It'd be a huge hassle that is not needed. They offered me a check as a refund months ago and I know they can do it now. They're just trying to be difficult now in my opinion. The point is, the machine is in my name - it was sent to my house and the refund should be sent to me. How do they know that I am even speaking with this person anymore? Who's to say that if he is refunded MY money that he will give it to me? Like I said, beside all of that - there are alot of other variables that I do not wish to discuss in a public forum. Having the card refunded is not an option and I know they can send me a check.

I will never go back. Count on that. I've only bought two Alienware machines, but I've owned 4. The last two were replacement machines.

 

Was watching a blu-ray last night and I started smelling hot electronics... bad! It was coming from the left side of the keyboard... then the movie locked up and said it was incompatible, ?

My god.... I just need to get out of the laptop scene and build a desktop lol. I'm telling you... I couldn't make this stuff up. It's one thing after another. I know... bla bla bla unhappy customer bla bla bla. It's not like I enjoy this and it's not like I have anything to benefit. So bla bla bla this machine is full of problems bla bla bla. :/

 

Wow.... lol..... go GTX 580 SLI and don't look back.

 

lame......


My replacement M18x's replacement should be here on 6/16/11. The first thing I'm going to do is run a blu-ray.
They wanted me to replace my R2 with another M18x...lol. Why would I do that when my M18x has constant Blue Screens 3 hours into use.....This replacement better be the cats meow. All I want is a fully working void from defects R2 & M18x. Those AW desktops are looking awesome right about now.

 

I hear ya Gunner. I will not spend another penny with this company. I can build one of those desktops with all the same stuff but with more PCI-E ports way cheaper than what they're offering.

Update on my m18x... so I told them that my machine was burning on the inside. They want to diagnose it, lol! I'm like seriously? You want me to power on a machine that was smelling like burnt electronics and risk a fire or electrocution? I think not. They still refuse to send me a check for a refund. I really think they are doing this just to furstrate me. I know they can send a check - they've offered it before. They're just dinking with me now. Either way, I'm 3 for 3 in the crap-defective Dellienware laptop scene. They're going to replace this machine or give me a refund via check and it's going to happen soon or the next letter they get from me will be from my attorney.

I've already told them that I'm not closing the BBB case until this is handled satisfactorily. They can treat me as being nitpicky all they want. I don't care anymore what anyone thinks of me. You spend me, you expect to have a perfectly functioning machine. Period. Shouldn't have to deal with defective parts and hours of trouble shooting and bla bla bla... you know, same crap as always. It's old. I don't wanna play this game anymore.

I'll see what the BBB has to say when this is finalized (unless Dell fixed it before then) and then go from there and probably finally follow through with contacting an attorney. It's sad really.

 

Well, there's always small claims court. Break it up into multiple cases if your cost is > small claims limit. One for hard drives, another for keyboard and smoke, another for locking up. One at a time and tell Dell after you file each time; see what they'll offer.

Squeaky wheel gets the grease thing. After that, move on and get something other than a Dell unit next time.

Also, just cuz you paid off the cc doesn't mean you can't file a charge back. You're still within the acceptable window.

 

Currently my M18x replacement's replacement is on the way. My R2 still has the plugged in not charging issue and sleep brightness issue. I have replaced the motherboard and ac adapter twice. Today they offered a replacement. I declined...I already have a maxed out M18x all I want is both system working as they should. I will exhaust my warranty with on-site techs watching me replace the motherboard as many times as I see fit to show Dell/AW that, replacing the motherboard with a refurbished motherboard is not the solution.

 

I admire the stamina of all of you disappointed people. I do like Dell's machines but the decision makers must start listening what's going on...

 

Good ideas there. You think that after 7 months the credit card holder could get the the CC company to do something about this?

All I can do is laugh at that... not YOU... at the situation. What a joke. You're doing pretty good good though about getting what you want. Hang in there man.

We really don't have a choice. Trust me... I am worn out from all of this crap, but what other choice do I have?

 

I'm so annoyed with them wasting my time. They wanna play...I'll play. After I school the on-site I'm gonna have him call them to tell them it didn't make a difference....I've already replaced the motherboard before. If they sent a new motherboard maybe then it might help but they never do. They sure are willing to ship alot, they must have a good rate with Fedex....I want to see how many times they will send an on-site with refurb parts to fix a software problem.

 

That will be a good experiment. Sucks that you have to go through it, but I too am curious how many times they will throw parts at it before they force you into a different model. Remember, it could be worse - you could be stuck with my problems, lol! Don't give up man - keep me posted!

 

A guy from corporate called me yesterday.

He says I should be happy that they didn't set up the RAID0 because it's so unreliable and he doesn't know why they offer it.

Wow.

He says that there's nothing wrong with refurbed parts because they are tested. So he doesn't see why I would be upset that a brand new machine that would have to be opened up and tinkered with.

Gee, I wonder why.

He says they can give me a refund and TRY to extend my warranty for all the problems and issues that I've had. He'll let me know. He says 6mo should do it.

Sure bud. I only went through 7+ months of hell... three systems... 4mo of downtime with NO working machine. I lost money because I was not able to do my side-job editing video/sound. But yeah, your dinky 6mo warranty will be a great help. Thanks. :/ How about N. American support?

Nope sorry, can't do that.

Why am I not suprised?

 

Wow it just goes from bad to worse for you, I would take the refund and be done with it.

 

Yup and YUP. I'll keep you posted.

I'll probably just have it repaired and sell it at a discounted price to someone that knows what they're getting into. Then I'll start fresh elsewhere. I'll let you know what I do as I do it.

 

My replacement had issues right out of the box that so far they can't fix so they are replacing a bunch of parts instead of replacing the computer she said that it isn't an option to replace it again so the tech should be here Friday or Monday to rip apart the new system

 

Yeah! See!? That's total horse crap! I'd deman a return as well! Man, these people really irritate me!

 

None of this would happen if Dell/AW had an adequate and TRANSPARENT system of quality control of production, quality control of delivery (before boxing, boxing, etc.) and quality control of post-sale service.

Why can't they produce and deliver as they did with the old Inspiron 8600? A more than $4K machine... That 'antique' machine was built like a rock to stay. They rock even today 24/7. At the institutions with whom I work, we buy a lot of them. Never have issues, besides some really minor ones, quick solved by the NBD services in the different countries.

So, they know how to produce quality when they want... Who the h**ll is manufacturing /assembling the machines today? Something stink there... and

BUYING A DELLIENWARE MACHINE CAN'T BE A LOTTERY... (Would I receive a working machine or "a working problem"?)


It's time for Dell/AW to weak up and react as fast as possible.

 

i never believed in luck until i met you...

 

@ SOS4DELL - You're absolutely right my friend. These machines used to be assembled in Florida. Now assembled in China. I'm not talking smack about China - most of the best stuff comes from there, but they do not have the same quality control laws that we do. Maybe that has something to do with it. Or maybe they aren't getting paid enough and the demand is high and Dell is pressuring them to just work super fast and cut corneres. Who knows.

LOL... well man, here's to hoping I win the lotto. If I had a stroke of GOOD luck for a single day like I do bad luck? I'd be rich!

 

You guys enjoy having affordable Alienware's right? Well then you have to deal with Chinese mass manufactured defects. Want flawless systems? Then that would mean shifting production back to Miami and charging $1500+ on top of what they already do.

 

Well I might actually pay that if it were THAT good. The company might not be profitible anymore though if that were the case...

 

In my case, I'm totally willing to pay the difference... If then I will get 1) a working machine, 2) whithout the need to argue with anybody about what I ordered and what I get... and 3) a good satisfying sleep...

Those are luxury "state-of-the-art" items, and the people who make an effort to buy them have the right to expect a "total quality checked machine" right out-of-the-box... as it was ordered and pay. Not a "fast-food" sandwich of assembled pieces and issues...

I was an UNDP invited professor and consultant in China (years 96 and 97) and, from what I could appreciate, I believe that the Chiness people can do very well the items we expect if there is a contractual demand of a total transparent quality control systems in the manufacturing steps as in the boxing and delivering... Same with the post-sale Support Services...

 

Well Said

 

That something is "affordable" does not mean it can be without quality. When we buy bread for a few bucks we have the right to expect and demand that the bread comply with specific, explicit and implicit requirements of transparent quality control standards. Be it made in China or in Florida...

There is an international firm called "Martinizing". Even in the USA, Canada, Europe or Latin America, etc. they charge a few bucks for cleaning and ironing a men’s shirt. When the shirt is delivered it has a little paper tag inside the pocket of the shirt. The little tag ensure that the shirt was checked to comply with the standards and even who was the person in charge that ensure that it was checked according to the standards...

Equally, when a HDD or a GPU are installed in a computer, they can have similar quality controls... And, even the parts and work involved costs much more, the time to check if one of those parts is working according with standards or not (many of those checking processes are automated), is much less then to cleaning, drying, ironing, checking and packing a shirt...

It's not matter if it is affordable or not. It is a matter whether there is or not a transparent quality control system all-the-way from the designing of a product to the final delivery to the customer...

 

I agree with Joker here. I have wanted an Alienware since I first laid eyes on them in 1996. Back then they were truly made to order, much as origin is now. It's not cheap! The build quality is fantastic though and you have the highest chance of receiving your laptop in 100% working order. I would be willing to bet that old Alienware, and Origin (since I saw the rep post here. ) go through a lot of pc components to make sure a person receives their laptop fully working. I know in building desktop computers, it never fails that at least one part (usually the mobo) will be replaced... sometimes 2-3 times before I get a working part right out of the box! I believe its the nature of such a complicated and delicate component. Shipping/heat probably destroy more components than we realize. I could be totally off base though! When Alienware switched to Dell's supply lines, and became cheaper to own, the assembly line became mindless. Now it's mass manufactured and Dell isn't going to spend a buttload of cash and productivity down time to make sure they always catch and replace the defective components at the plant. It's easier for them to just get the phone calls from the people who own defective units and replace those. Just my 2 cents...

 

That 'way' is very costly for both sides... (just my 0.01 cent )

 

I agree. I'm not really complaining that it is manufactured in China. Like I said in my post - all the coolest stuff comes from China, lol! But hey, if I had to pay a few dollars more to have a BETTER and more reliable build - then so be it. You don't understand what it's like to have to fight for 7+ months. You get to the point where you'rd rather spend more money elsewhere for a good manchine or No money at all. :/

I understand your point of view man. I really do. Everything except that very last line. They not are out there to make things "easier" for themselves. They are supposed to be selling a quality product. Period. They are held to a very high standard because the Alienware brand is the #1 boutique brand in the world. Thus people expect a solid machine. People like Joker and most people that frequent the forums are very computer savvy and they can rip one of this machines apart and rebuild it with their eyes closed so when a minor problem arises with the machine - they don't fret. They don't even contact Dell about it. They just fix it and move on. But you have to remember that the majority of the people buying them - buy them for a reason. Usually because they can't just build one on their own. They buy it custom ordered so that they don't have to mess with it at all. I shouldn't have to open my machine up at all and neither should an onsite tech - especially in the first month of ownership. I understand that some components go bad and that accidents happen, but the problems we have been plagued with from Dellieware the last couple of years has been a bit excessive. I mean they're still sending out units with known defects. They still have not fixed the sleep/brightness issue. Now, that issue is minor to me - I just turn sleep mode off or take two seconds to adjust the brightness when it wakes up but the point is - we shouldn't have to. When you buy a boxed machine at Staples or Wal-Mart or best Buy like a gateway or HP... they are basic machines, but they work perfectly and they are durable. This m18x has a hard aluminum shell and if it fell off the bed it would probably be destroyed. My fiance has a cheap 17" imachine and she falls asleep with it in bed all time and it hits the floor at least once a week, lol.. and there are no problems with it. Why can't a $4k machine do that? Or at the very least - perform perfectly. Or what about Dell not setting up RAID-0 for people? Their reps tell me they don't install it because it's unreliable... then why offer it on the website? What could their marketing team be thinking? I'm not just some upset customer... I have a bacherlor's in business management and several years of marketing and customer service experience as well as managerial and sales experience. A line of products should not have more than 3-4 defective products in every million. That's the textbook goal! I don't think Dell is coming anywhere NEAR those numbers, lol! Lastly, if they actually fixed and/or replaced the defective units without a huge hassle it might not be so bad. If they actually replaced and/or fixed the defective machines with a new WORKING machine... it might not be so bad but these forums clearly show how many people are getting hosed everyday and while there are surely many satisfied people out there, or people like Joker that can easily fix minor problems, or people that don't know enough about them to know that they're having an issue until it's dead.... there are many people that do have issues that also do not post. So I really think that we can safely say that the number here on the forums are probably pretty close to the kind of numbers NOT posting when it comes to percentage-wise guesstimation of who gets crap machines and crappier service as opposed to those that get great machines or just fix everything themselves. Thank about that.

And I'm glad that someone from Origin posted if, in fact, they are from Origin... man, I have alot of respect for you guys. I dig the new line up, but you guys should work on sprucing them up a bit! Even the original Alienware machines had a cool look and feel to them. I'm sure you guys can come up with something. Right now, you can get the same Clevos elsewhere. However, if I were to buy a Clevo I would deff go through you guys. I like your terms and warrnties better. But hey, work on giving us an original machine like the old-school Alienware days and I'll gladly hop ship from the crap Dell-wagon and join your ranks. And once I get the machine and figure out whether or not it's worthy... I'll pitch just as much of a fit over it as I have these Dell machines! Believe it or not - I DO post the good stuff when there is good stuff to post! You put out an awesome machine like the m18x that actually functions... and then back your product and I'll do everything in my power to make sure every person I know, every business, every school room I visit is aware of the brand and I'll push them to purchase. That's what I did with Dell for years. Heck, they probably owe a few grand in commission at this point, lol! I'm serious though - give us something to "ooo and awww" over and you'll have MY business! Heck, let's franchise! I'll set up shop here and sell them all day long!

 

Very well said!

 

Origin's prices are border line ridiculous. Talk about pimp my laptop.

(P.S having just checked their website they are not too bad and offer the 485m in SLI, so def a contender)

 

jono Alienware used to be just as high. It's a quality built laptop though and I imagine they almost never have problems right out of the box. It's a different kind of company altogether. I was looking at them until the AAFES discount with my m18x.

 

I have to quote you because you echo my EXACT thoughts. :/

 

True. I wanted to delete my post so I added the P.S. They have dropped their prices of late as I remember getting stupid quotes. I believe they are the old AW management team.

 

Those numbers may work for mass produced, non-customizable assembly line products but are nowhere near realistic for a brand new product line with so many customizable parts.

 

Comparably, we can considered how many parts are in a customizable 'Covet' Precision M6500... and how well (very good indeed!) they manage to do it to satisfy the expectations of the customers ( or, going further with the idea of so many customizable parts in a brand new product line, how many customizable parts are assembled in a customizable Bentley...)
I believe (maybe I'm wrong?), that buyers of an AW deserves no less.

 

So many problem with your m18x...I have no problem at all with my m17x-R2.

my m18x is coming soon , a bit disappointed with your m18x. hopefully mine doesn't come with any problems.

Order Date: 6/16/2011
Order Status:In Production
Shipping Method: International
Estimated Delivery Date: 7/1/2011
Carrier: Not Shipped
Tracking Number: Not Shipped

 

Hope and wish you the best right out-of-the-box pal!

 

Thanks Bud. Other then m18x , I have no idea what laptop to buy....

 

Just got my M18x today, I'm happy about every part of it, except.....ThE SCREEN!! This is a major downgrade in quality, i mean comparing both at the same time i can clearly tell the difference in colors and resolution, this is a shame.

 

Roll on the M18 r2

 

Grats buddy , for getting your beast! For the screen downgraded it's just your imagination!! Just Jk , I hope the screen doesn't looks that bad for you.

 

What's the return/problem rate on those machines?

 

Sorry to hear your disappointment with the screen... what was, anyhow, lamentably expected. Among other reasons, that's why I'm waiting for the R2 as well (or maybe to the magic hands of Aikimox).

I had the opportunity to see and 'feel' that screen and immediately it was definitely a no-no for me. My fellow colleagues and my students (besides two of them) say the same.

 

Hey Mavericke,
we're working on it. It’s just time and $$$ we're focusing first on the performance and quality side and then we'll focus more on the branding/ ID. We’re getting close to our 2 year anniversary and we couldn’t be happier! Things have been going better than our original predictions. A company our size and age normally won’t have the support or direct relationships we do with suppliers and manufactures. But because of our history and relationships that we made while over at that other place (R.I.P) We’ve been working with Clevo and have had influence/ input on changes that will be coming soon in the next generation of systems. In the beginning, AW didn’t have the ID, it took a little time and a few revisions before we launched it. Same thing here. We need the quality and performance squared away first.

Richard

 

I wanted to post this to show Origin and Dell pricing. We're doing all we can to stay competitive and not have "border line ridiculous" pricing. So Dell is built and supported outside the US. Origin is built and supported here in the US. If you call us, I can guarantee you will speak to someone who will not give you the run around, they will speak English (as well as a few other languages if requested) and know what you are talking about. If you want, you can even speak to the tech that is working on who worked on your system! So where are the savings for the out sourced support and manufacturing from Dell?

Richard

 

My most sincere congratulations, specially for building/assembling systems in the USA (and I'm not a nationalist by no mean).

The only think that bother me is the warranty service when we have to be long periods of time working in other countries... If O. can manage in the near future to give a NBD in site warranty/tech service out of the USA... then you will find many new customers!

 

Impressive Richard. Best of luck to you guys over at Origin! Right off the bat I noticed mucho better RAM.