M15X and the technicians that refuse to help me.

Hey everyone,

over the last 2 weeks I've been experiencing problems with my M15X. The plastic on the "edge to edge" screen is actually loose on the top right hand corner. The audio sounds like it has static/crackling when listening to it via headphones and through the system speakers. and the touch pad buttons seem to be loose and double clicking.

I contact Alienware a week ago Saturday hoping to get a service call in and have something sorted out by the end of the week. Well when I called in, I was hung up on while on hold, twice. I had enough so I didn't bother calling back. Sunday, I attempted to call back around 5pm EST. I finally got through to someone after 40min on hold just to find out that "We're experiencing a lot of calls at the moment and that we'll take your name and number and call you back within 20-30 minutes". kind of service is that?! I asked to speak to someone as I was currently talking to a technician or so he said. I was put on hold for about 30 minutes only to be told that "Yea... sir, we will have to call you back, we promise we'll call you back within the business day". What the hell happened to 20-30 minutes? I started using my Asus laptop over my the last week just until I cooled down and could talk to them without "blowing up".

I called back today, after over 2hrs on the phone with the tech, doing troubleshooting that has nothing to do the problems at hand (installing/uninstalling video drivers, audio drivers, and touchpad drivers) the tech said that he could find nothing wrong and that if I wanted to the laptop fixed that I would have to send it in for servicing. I clearly told him that it was HARDWARE related, nothing to do with drivers and I just needed them to send me the parts. Again refusing to do anything but saying that "a laptop with supposedly this many problems needs to be sent in". For the audio I told him I would need a motherboard replacement (as stated in some of the audio crackling threads). He told me that my speakers would have to be replaced. I told him about the forums and threads and whatnot and he put me on hold for 15 minutes and came back saying that the problem would be fixed when the laptop is sent in.

What the hell is wrong with their support? We pay thousands of dollars for these machines, and we're treated what to me feels like second class citizens in the techworld. Just really bad service all around from these techs. How some of these people stay employed I'll never know. If I pay for a laptop and have a warranty for in-home service, I expect in-home service. If there are any Dell/Alienware techs/reps reading this, I hope you know that your own people are treating your customers like crap.

 

Just try other techs until you get to someone who can actually help you. I know it is frustrating, but this is the only way I can suggest.
The key is not go give up, if needed demand to speak to a supervisor, be polite but stand your ground. Good luck!

 

If you continue to hit a brick wall with phone support, see this thread.

http://forum.notebookreview.com/ali...placement-systems-warranty-repair-issues.html

Give fractal's suggestion a try first - call again.

 

This, gentlemen, is why you get NBD support.

 

i bet he has it, it has nothing to do with NBD.
Some people here with NBD were without a laptop for months because parts were missing or other excuses.

 

i have complete care warranty and I was having an awful time

I had to have someone on this forum consult another tech to e-mail me to give me good support, which I'm currently working with

 

Your best bet is to not give up. Also, make sure to be consistent and to keep your cool. They have the records of prior issues / calls you've had so be consistent.

You just gotta find the diamond in the rough. I spent over a month without a working M15x just because the phone / on-sites are 2 polar opposites.

Either really good or really crappy.

It sucks, but you gotta sift through the poo before getting a good phone tech / on-site.

 

well I finally got someone via e-mail who messaged me from these forums, HUGE thanks to adriana

got me linked to an e-mail with another guy who took care of everything. I didn't even really have to talk to him. I told him the problem and my service tag, he did the rest. A week later everything is settled and done!

So yeah don't give up, someone is always out there that will maintain dells warranty reputation