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    Tech can't find my problem -.-

    Discussion in 'Alienware M15x' started by Aliened, Feb 16, 2011.

  1. Aliened

    Aliened Notebook Consultant

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    So, the tech finally came with the new motherboard and nothing happened, well, just one little change, the power button LED now lights up on a different way than before when having the AC plugged, but I don't care because the laptop still doesn't powers up :mad: they will try to find out if the refurbished MOBO sent by Dell came damaged or if it's something else... why must it be so damn hard to get my m15x fixed? if they can't find the problem what will happen? are they supposed to give me a new m15x?
     
  2. JWest

    JWest Master of Notebookery

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    I don't see why they can't just give you a whole new system and swap hard drives. Have you asked them if they can do that?
     
  3. Aliened

    Aliened Notebook Consultant

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    No. The tech came back and made some tests on my system with a dell agent at the phone, the solution: send another motherboard and the power button circuit for a possible short circuit over the power button. The tech told me that in his opinion it was maybe the processor, but that dell was very stingy with them and that all possible causes must be eliminated before sending a new one... -.- as if I had the time to waste on replacing 1 hardware part per week 'till the faulty one is found.
     
  4. Sgt.

    Sgt. Notebook Consultant

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    ^^if I were U,I'd be sitting with my phone in my hands dialing their toll-free 24/7 helpline...for hours on end until they came up with a reasonable solution. I'd the exact same issue u were having and my h/w was replaced for more than 4 weeks including the CPU but the problem still existed.
    In the end,my system was replaced 3 times,each replacement taking about 2 months :( but in the end,it was all worth it. I'd bought a system for 1500$ but by the time Dell finished with their replacement process,the actual price tag of my system today is 4100$!!! :D
    Here's what you should do: Call tech support and make them know all your problems and tell them that the techs who came to you house were all under-qualified to open up an Alienware system(and indeed most of them are and everybody knows it!!). You also tell them that you also are a tech savvy individual n know your system inside-out and that is why you went ahead and bought an Alienware "the best gaming laptop in the universe" as their site suggests because you know how to use a freaking computer better than they did!!! By this time, the rep will start talking to you with a lot more respect than he previously did. Now, you tell them that you dont want any h/w to be replaced and you want a Whole Unit Replacement(WUR as they call it). Tell him you'd like to talk to his manager an I'm sure he'll obliged. Nobody wants to talk to a pissed off Alienware owner ESP. ones who knows what he's talking about.

    By this time,a manager should be on the other side of that phone and should be discussing WUR procedure with you. If not he'll talk about refunding your investment and give him a straight no!!!
    You,with all your issues make a good candidate for a WUR and should be getting it EASILY!!! Tell them that you don't want anymore techs touching that priceless PC of urs and everything will be alright.

    One last thing, when discussing a new system with a WUR agent, make sure you ask him to throw in an upgrade you've always wanted; a XM CPU , a SSD, 8 GB ram, Win 7 ultimate...and I'm sure he'll be happy to satisfy you with some of your demands!!! :D

    Follow this post and in almost 5 weeks time, you'll be sitting with a brand new, highly upgraded M15x. ;)

    And don't forget to remove your HDD when you give your faulty system away and they'll let you keep it as this involves privacy matters.

    Cheers!!! Hope this helps and I'm sure it WILL !!! :D
     
  5. Baerius

    Baerius Notebook Geek

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    Whoa sgt...!!!! Niiice!!!
     
  6. Sgt.

    Sgt. Notebook Consultant

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    Dude,did u talk to tech support??? I'm sure no other solution will give satisfaction except a WUR..!!! :)

    All the best...!!! :D

    @baerius: thanks man... Just my two cents..!! ;)
     
  7. Aliened

    Aliened Notebook Consultant

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    Nice story Sgt. I haven't talked with tech support yet, I just read your post :p so, exactly which free upgrades did you get when demanding a WUR?
     
  8. Sgt.

    Sgt. Notebook Consultant

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    Well, I bought a M15x Cosmic Black with these: i3, 3GB1066 DDR3 RAM, GT 240M, 900p screen, 250GD HDD :(

    Now, this is what I'm currently using: nebula Red, i7 940XM, 6GB DDR3 1333, GTX 460M 1.5 GB DDR5, 1080p, 500GB*2 SATA2 7200rpm :D

    Well, impressed??? I suggest you get on that phone asap!!! ;)
     
  9. Aliened

    Aliened Notebook Consultant

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    omg... seriously? and did you asked for all that bunch of stuff one by one or did dell just gave you a high-end system for your inconvenience?
     
  10. BatBoy

    BatBoy Notebook Nobel Laureate

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    That is exactly how it works. I can see by the other posts in this thread that folks aren't familiar with how warranty service with Dell works. Think about this - so the tech replaces your motherboard and it doesn't power up. Ok. So with that alone they should send out a replacement system? Come on now. Parts can be DOA - it happens all the time.

    While I realize that its frustrating (yes, I've been there myself with my XPS M1730), its the way it is. You have to allow support to attempt to resolve the issue. Its part of your warranty agreement.

    The parts I'm sure will be sent overnight as this is how they have handle service calls. if the tech doesn't show up, its on the tech. Trust me on this. I had a tech flake on me to get his tires changed on his car. Well guess what? he's most likely out of a job for failing to handle a service call. I rose hell with support over that one. Was support to blame for this? No, these techs are third party techs.

    Bottom line, there will always be a horror story but Dell has the best warranty that I know of. Give them a chance - they want to resolve this for you.

    Now, if the issue remains unresolved after 3 part replacements, yeah - then you can start asking for a replacement system and with good reason. If at anytime you feel the support reps are giving you the run-around, ask for a supervisor. You cannot lose it and start yelling. Be polite and keep your cool. Be firm but also realistic. if you still find you are hitting a brick wall, review post# 1 here -

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


    Just my 2 cents of course, based on experience dealing with Dell all these years and helping others here on both the Dell and Alienware forum.
     
  11. Aliened

    Aliened Notebook Consultant

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    ok. I'll wait for 3 replacements and then ask for a new system. I'm on the 2nd now, I've been without my lap for 3 months, 1 week more 1 week less, gives the same to me at this point. Thanks for the advices guys.
     
  12. Aliened

    Aliened Notebook Consultant

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    What is wrong with the guys at dell?!! I waited 3 days for the call they were supposed to give me without any signs of them, so I called today just to be told that the report of the new shipment was never done, so now I must wait again for the parts to arrive.... I'm getting tired of this bs.
     
  13. Sgt.

    Sgt. Notebook Consultant

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    ...told u man... I've been there n done that way too much... Just call them n demand u wanna talk to the manager's manager...lol...seriously !!! Chances are you'll be talking to someone from India..!!! Good luck with that!! ;)
     
  14. Aliened

    Aliened Notebook Consultant

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    waiting for the tech, should arrive at any moment, hope it works this time... :(
     
  15. Gr8gorilla

    Gr8gorilla Notebook Geek

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    Your best bet in my Opinion is to send an email to [email protected]. Explain the problems you have been having and how nothing is being resolved. I got a response w/48hrs. I had a studio XPS M1640 that was 18mos old. I am now awaiting the shipment of a brand new AW mx15 with 8GB of Ram, (i3 Proc), and 5730 Video card.

    You cannot go wrong with emailing Dell Corporate. If you have a serious issue, they will make it right.
     
  16. Aliened

    Aliened Notebook Consultant

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    Seriously, what is wrong with these guys? First, the tech arrived 1:30 hours late. Second, the 2nd motherboard replacement didn't work so obviously, the power button cover neither, actually it got worse, the LEDs from the power button and the alien head over the display cover doesn’t want to light on now (the only thing it did before). Third, seems like the next move that dell is going to do is to send the whole hardware components, 3rd MOBO, new display, dvd drive, 2nd power button, keyboard, audio board, etc… seriously? Why can’t they just send me a new system and stop making me lose more of my time?

    1. They send me a new system
    2. I’m happy (although at this point I doubt that even having a M15x working wouldn’t make me happy).
    3. They get my faulty system.
    4. They can spend the rest of their lives figuring out what’s wrong with it, I don’t care.

    Plus they save all the shipping money they are spending on that bunch of hardware they are sending over.
     
  17. Aliened

    Aliened Notebook Consultant

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    Originally, I purchased my system on the US, but I'm living in Mexico at the moment, so I had to make an address change in order to have the tech support coming to my new address, unfortunately that causes the system to be considered now as a Mexican alienware, so I can have US tech support no more, I'm stuck with Latinamerica tech support now. Because of the time zone difference between the latinamerican dell HQ's (Panama) and my location (Baja, Mexico), the tech that helped me couldn't call to give the report, so I must wait 'till tomorrow and see if the whole hardware replacement is gonna take place, but I'm thinking about calling to a dell tech support manager as Sgt. said or sending an e-mail to a higher executive position as you say, and if you got an alienware instead of a XPS, and Sgt. a high-end system instead of his original $1,400 config. I'm thinking that they must give me a high-end system too instead of my $2000 current config. :mad:
     
  18. Aliened

    Aliened Notebook Consultant

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    Finally, Dell has gave up with the CPU stinginess, they are sending a new one, hope this works, if not I can't possibly find out the cause of the damn problem. The tech has literally tested each and every part of my system trying to find out what's wrong with it... this is going to be the 3rd strike if the CPU doesn't work, and if that happens then I'm going to unleash the hounds of hell over dell until they give me a new and improved system.
     
  19. ffdaines

    ffdaines Guest

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    Does not sound like the CPU from the symptoms you listed.
    Sounds like a Power button board or cable or bad mainboard; not sure how it would be the CPU at all seeing its not even powering on no fans spinning up or hdd getting power?
     
  20. Aliened

    Aliened Notebook Consultant

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    Exactly, I don't see the point on them sending a new cpu either. Is not the mainboard cuz as you can read at the beginning of the post my motherboard has been replaced 2 times, as well as the power button. The tech that has been comin told me that to be true he had not a clue of what happened to my system, he has done all the possible tests to my m15x and nothing. The fact that the system doesn't turns on, even with the RAM, HDD, Keyboard, Display, Mousepad, even the CPU (although the dell guys told us that the MOBO has a security process on not turning on without a CPU) removed has no sense, the battery works well, maybe the AC adapter is faulty, but if that's the case the system has been tested with a full battery too. This is a 1 in a million breakdown. That's why I'm whining, because dell want's to fix my problem magically with 3 motherboards and a cpu instead of sending me a new system.
     
  21. ffdaines

    ffdaines Guest

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    They could just be sending you refurb Mainboards and they are just ariving bad.. I worked at acer and had that problem a lot; i have gone threw as many as 10 mainboards before i got one that worked.
     
  22. Sgt.

    Sgt. Notebook Consultant

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    ...OMG, All this time and no solution... :( I feel sorry for you bro..I really do.

    Call them up and bug each single person who picks up the phone Dude... Even if they don't give u any upgrades, you'll be getting a Brand New "Working" system with GTX 460M in it for sure coz 260M is not available anymore. So,that will be a good upgrade in itself right? I say go pick up the phone right now. All the best. ;)
     
  23. Aliened

    Aliened Notebook Consultant

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    The tech arrived today with a new CPU and guess what!!! it didn't worked, what a shocker right? Because of the strangeness of my problem, the tech's supervisor came today to make the CPU change and some tests personally, he told me that now that this was my 3rd hardware replacement I'm on my right to ask dell for a full hardware replacement, I asked him about a system replacement but told me that in his experience that's going to be a difficult one, that on all the years that he has been in the dell certificated tech support he has never seen a whole system replacement. I called dell as soon as they left, the agent who answered me made a new report in which they will send a 3rd MoBo, 2nd CPU, 2nd Hinge cover (power button), RAM and the AC, and finally he was the first to warranty me that if this didn't work they are going to send me a new m15x. The truth is that I'm hoping this final hardware replacement doesn't work, I want a new m15x and hopefully with some hardware improvements because of all the inconvenience. You guys know how annoying is to have a careless tech handling your $2000 laptop, now multiply that 5 times... at this point my system has like 5 screws missing, and some scratches :(
     
  24. Sgt.

    Sgt. Notebook Consultant

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    Bruv, I feel sorry for you. Can't think of anything to say. But why aren't they giving u a system replacement is going way over my head. Seriously, after everything u faced, you got one bloody good reason for replacement and UPGRADES if u ask me.

    Call them again and bug them. If not, write your whole story to this email id: [email protected] and let the owner know about ur problems. I've read many forums here that this is the last ditch effort and it seems to always work.

    By the way, which country r u from? U story is one of the wierdest I've ever read n I dont mean any offence. Hope everything works out in the end and remember a Whole Unit Replacement means that your warranty is extended too. So don't u worry, there's light at the end of every tunnel.

    Peace.
     
  25. TearTaker

    TearTaker Notebook Evangelist

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    He said he bought in the U.S. but currently resides in Mexico. I agree with Sgt. I would not waste anymore time and call... a lot. Do everything Sgt. suggested.
     
  26. ffdaines

    ffdaines Guest

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    must be one ignorant dude or he is blowing smoke; happens all the time..

    yeah id be getting a system replacement for that alone; there is no reason why you should have missing screws and scratches.. sounds like some ty techs.
     
  27. Aliened

    Aliened Notebook Consultant

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    Today I had the 4th tech service in a month without any success, as usual, so I called dell to let them know that their "efforts" have only succeed in making me lose money (I use my m15x for work too so imagine 1 month without vital info) and time so finally they have approved a whole unit replacement... *sniff* has it really been this long? 4 months without my baby :'( but finally one more month of waiting and she'll be back. I tried to make them throw some upgrades as Sgt. did but they didn't give up so I'll be getting what I bought =/ what a bunch of a-holes... hopefully I'll be getting at least a 840QM cuz I can't see the 740QM on the mexican alienware page anymore. Well, finally the hell is over, thanks for all the help and support guys.
     
  28. TheHighlightGuy

    TheHighlightGuy Notebook Consultant

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    Best place to post this story would probably be at Consumerist.com, they love a good consumer vs company story.
     
  29. Rogue-OP

    Rogue-OP Notebook Consultant

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    ^this

    sorry to hear that they're not even upping your hardware
     
  30. Sgt.

    Sgt. Notebook Consultant

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    ^^^^ Ya .... I was at least expecting a GTX 460M.. :)