Tech comes, screws up my 15x

Okay, so I've had this problem for a while now, and it's similar to the problem as described in this thread: http://forum.notebookreview.com/alienware-m15x/564762-blue-screen-red-screen.html

I tell dell to change my GPU, they send a technician over with a GPU in hand and a replacement mobo.

Somehow the replacement GPU shows the same error, and then the tech decides to change the mobo.

Now everything screws up. After fixing everything back nicely, I turn on the com and realise that the AlienFX no longer works. I use the latest version of CC so it can't be that problem. At the same time, my touchpad has become laggy, a fix that should have been there since the A05 bios. The bios rev on the current mobo is A09, so I can't do anything to fix these problems.

Technician asks me to reinstall AlienCommand, I do so and it doesn't work. He leaves me his number and asks me to tell him if anything i try works. Reflashing bios, reinstalling AlienCommand, all no joy. I tell technician, he says Dell will get back to me. It's been a day and there's no news.

Is there any hope I can get something sweet outta this?

 

Ahhh, Dell techs... I'd love to know where they find these guys. I'm guessing the zoo. You could try raging at Dell and squeeze them for a completely new system maybe? Perhaps some of the other members can give you more experienced advice.

 

LOL @ the zoo

Actually, on most countries Dell outsources their techs. That's not to say they suck: both in Portugal and in Finland I've had personal experience with Dell service techs and they were very good.

Dell has a policy of trying to fix the systems through part replacement up to a point, which is about 3-4 replacements. In other words, it's very likely that after they try to fix your system 3 or 4 times, they will just give you a new one. This is not out of their warm hearts: it's cheaper to give you a new system than to spend countless expensive parts like mobos, GPUs, CPUs, and screens on it.

This is what happened with my E6400: it was dented, with scratches, and severe overheating out of the box. Motherboard and heatsink replacements did nothing, so after two or three visits they sent me a new laptop and after asking me whether the new laptop was fine they sent a courier to pick up the old one. I even got a free second docking station and they extended my warranty period so it starts at the time I got the new laptop.

So my recommendation is simply to keep asking them to fix it, politely, but with some insistence (call them every day or every other day). If they manage to fix your system, you win. If they don't and eventually give you a new system, you win too.

 

I concur with Herr. My old M15x has BSoD issues, they replaced the graphics card 3 times and the motherboard once, before giving me a new system. And I didn't ask, they offered. Good luck.

Tom

 

I'm not too sure if they spend a single cent on their parts. As per my knowledge all parts come as refurbs. The techs that came over all said the same thing too.

I'm just quite pissed that instead of solving the issue, I now have throttling issues that never existed, a laggy touchpad which was fixed by the Bios update but came again after the mobo was replaced, and a (supposedly) fried alienfx board.

 

*Picks up a screwdriver*

Hey, look at me! I'm a Dell technician!

 

I forgot to mention: in my case, like in Tpcorr's, Dell offered me a new system to keep; I didn't have to ask. Although I was a bit unhappy with the condition the system arrived in, no brand has 100% perfect quality laptops. I'd much rather trust a brand which, if I get a lemon, will replace it sooner or later.

denogun, that happens sometimes. In my case I got vPro "as a bonus" (I don't need it, it's just another driver clogging up my boot). Nevertheless, keep insisting with them until your system is working as it should. I didn't insist because I don't really mind having vPro, but you should definitely keep complaining.

Also, refurbished parts aren't worth the same as new ones, but they have to be shipped and tested, and they can be used to form refurbished laptops to be sold in the Outlet. So they are still worth a good fraction of their base value. A tech once told me a brand new motherboard for the E6400 costs about 700$, and that refurbished boards are worth about two thirds of that. It's still an expensive part compared to, say, a palmrest.

 

Yeah, my personal experiences from Dell techs over here in sweden is bad also.

The first one was a nerd looking guy (no offence against nerds, its just my bad attempt to describe him, im a total nerd myself. I think) who said he got the Dell tech job a few days ago and thought my M15x was an Alienware Aurora.

He was a bit gentle when handling the computer as i would be but didnt know anything about my computer. I had to guide him on how to do his job. I have no problems with computers since ive been playing around with em since i was 11 years old.

The other tech was a more experienced guy, but he wasnt gentle at all. He just flipped over my computer on the kitchen table and i almost my pants afraid of the lid to get scratched. I quickly told him to put something soft under to protect my M15x. He changed my chassie because it made a squeeking noise and was in a hurry. I nervously sat there and watched him massacre my computer. In the end he didnt manage to solve my problem.

As soon as he left i opened up the computer and fixed the squeeking sound after some trial and error with a piece of well placed plastic tape under the right grill/speaker.

 

Wow MrValle, that is so not my experience... I guess the company Dell hires in Sweden is quite bad

 

Hmm seems like Dell may choose to replace, but i'm not too sure.

I'll wait for Dell's response, if they don't get back to me by tomorrow I'll call in.

Any chance that I can choose to upgrade certain parts in the replacement, should it be granted?

 

They are not obliged to upgrade parts in your replacement, unless your replacement has been discontinued and they no longer have parts for it. In that case, they have to give you something at least as good as what you have.

Of course, if/when they talk to you about replacing your system, you can tell them you feel very upset at the time it took to fix the issue, and that you're not going to consider Dell/AW in future purchases. That might make them give you something.

 

Also they might be happy to upgrade parts if you just paid the difference between the part they are giving you and the part you want? It never hurts to ask

 

Yeah, and they didnt even use any anti static stuff.. They just took off their jacket and started working on the computer :S. The last guy even had an thick wool shirt on

 

LOL, exactly the same story here, except that I'm in Mexico. The first guy was a nerd that handled my system with care (as if it was his) but had never seen a m15x before so he didn't had a clue on how to disassemble it, he was the one who made the first 3 "repairs". The 2nd guy was actually his boss, who came after the 3rd service cuz he thought it was impossible that my m15x couldn't power on after 3 repairs...

He did the same... I wanted to throw them out of my house!!! I was so mad... so you could say that he did the 4th service. Between those two they lost 5 or 6 screws, make a mess with the ones that managed to survive (the ones from the MOBO ended holding the vents...) and made some scratches to the lid. After that, Dell sent me a new tech from another company, he did the 5th service, he was the one who showed more professionalism. After no success at all I told him all my story and he told me to call Dell and demand for a replacement, so I did. I told the dell rep who assisted me that I wanted some system upgrades for all the problems they caused me (2 months of wasted time), and as you have been told here, he said that he couldn't do that, that it was against dells policy. As you must know the m15x is getting discontinued, so a lot of parts are not available any more, thats how I managed to get a i7 840 instead of the 720, 6gb of ram instead of 4 and a 5870 instead of a 260M. Be careful though, in many countries they are putting the 5730 as the ONLY option for the m15x so if you don't pay close attention they will ship your replacement with it (that's what they wanted to do with me), tell them that they must give you at least the same GPU or a better one, hopefully you'll get some sweet upgrades.