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    Warranty Question M15X service quality.

    Discussion in 'Alienware M15x' started by EGM92, Jun 12, 2010.

  1. EGM92

    EGM92 Notebook Evangelist

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    Hey guys,

    I have a question about Alienware warranty, I have in home service for one year. Does that mean next business day in home service? I'm still waiting for my motherboard and a tech to call me to schedule an appointment, the Techsupport agent that I talked to is supposed to call me at 5PM EST today. If it is next business day service and I've been waiting since Wednesday and haven't been contacted in fashion someone is going to get reamed out.
     
  2. inap

    inap .........................

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    It all really depends on if parts are available, but they should of at least contacted you. I would definitely gave them a call about it. I had my screen serviced a few weeks ago, it wasn't next day but they at least called me everyday and gave me an update.
     
  3. EGM92

    EGM92 Notebook Evangelist

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    thanks for the reply, oh look, no phone call an hour past the time we agreed on.
     
  4. inap

    inap .........................

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    yeah i would ring them up and complain about the service, maybe get some freebies,lol.
     
  5. EOM

    EOM Notebook Consultant

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    If I ever have a problem with my M15x, could I just get them to ship me the part instead of sending their tech to install it? I don't want anyone touching my computer.
     
  6. inap

    inap .........................

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    yeah you can work it out with the tech or call dell to confirm. when the tech called me, i just told him to drop the part off to me and i would do the replacement, and he was more then happy to.
     
  7. TheCodeBreaker

    TheCodeBreaker 7H3 1337

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    They are never really on time the said it would take a tech 2 days and he came the next day. It all depends on whether they have the part and if the tech is free ATM.
     
  8. TheCodeBreaker

    TheCodeBreaker 7H3 1337

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    Yes you can get them to do that but if you mess up your out of warranty. I would suggest allowing the tech to work on the laptop whilst your looking.
     
  9. EGM92

    EGM92 Notebook Evangelist

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    Calling them right now... this is horrible, talking to a VERY stereotypical Mexican on the phone, lived in LA for about 3 years lol, I know the accent by heart, it's horrible barely understands what I'm saying even though I'm speaking clearly. Apparently the tech I dealt with last week didn't bother to make any sort of dispatch for the part nor a tech. I'm really PO'd at the moment. The dude wants me to troubleshoot everything once more because he thinks the guy screwed up before.

    Now he's telling me my damn video card is the part thats broken :mad:
     
  10. EGM92

    EGM92 Notebook Evangelist

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    I've requested a downgrade in video card, hoping to get a 5850 out of this mess. Technically the 5850 is listed as a downgrade on the configuration page.
     
  11. EGM92

    EGM92 Notebook Evangelist

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    I just got off the phone with the supervisor, I'm REALLY PO'd with Alienware tech support, not only are they incompetent it took them this long to find out that no dispatch whatsoever had been made and I didn't call I would still be waiting.

    I got the supervisors name, I was rude to him, but only because he can't guarantee simple things as parts being in stock/available. It's not my problem
    that a part is currently not in stock, IT'S YOURS, you should always have extras laying around for just such cases! The previous tech Alberto, useless, I didn't appreciate how he talked to me, no professional courtesy, never called me sir, talked down to me like I'm a kid.

    Got both their information, here goes yet another email to Micheal Dell.
     
  12. csin

    csin Notebook Consultant

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    Hey, I understand the issue, but you have to understand, they do not have a huge stockpile of every part that every system they make in every city. The on-site tech guys are contracted and Dell has to supply them with the parts for each repair. There is no way to keep some of them in stock. I have a tech guy that is suppose to be coming out monday to replace my ATI Radeon Mobility 5850, but I fully expect them to call and say "We don't have one in stock, it is going to be a couple days." simply because those video cards are so popular right now it is hard to keep them in stock.

    They should have told you that they had been delayed, but try to understand from a logical perspective... it is impossible to know what parts to keep on harnd 24/7.

    PS: Their factory that has the majority of their stockpile of parts is in Shanghi China.
     
  13. EGM92

    EGM92 Notebook Evangelist

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    I understand that they don't always have parts on hand, but when it's the most likely part to go on a gaming laptop you really should have at least one. The service rep that came before to replace my video card and stuff told me that they have at least 5 of each main part (motherboard, screen, video cards, keyborads/palmrests) for "just in case" days.

    What makes this problem worse is that the call was placed on Tuesday and no one seemed to have noticed that one of their customers has an open ticket yet nothings being done about it, no parts have been dispatched for, no notes have been taken down. NOTHING. That's the worse part. I don't care if I don't get the upgrade/downgrade but it is sure negligible leaving your customer in the dark.
     
  14. csin

    csin Notebook Consultant

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    I am starting to think it has to do more with what rep you happen to get then anything else.

    This morning when I first called to have the tech support look in to my video card issue I got a lady that said "I am having a hard time getting the system to generate a number for remote support, we must be doing updates on our system, you need to call back in 10 or 20 minutes."

    I called right back and got a guy who instantly was able to generate the number and start helping me. Granted he had his own issues with not quite wanting to listen to me when it came to what was wrong with the system, but after I stopped what he was doing and explained exactly what was wrong he immediatly setup the on-site replacement of the card.

    So all in all I think it has more to do with the rep. Next time, if you get a rep that just wont help you or isn't taking care of your issue, I suggest hanging up and calling back right away, that way maybe you will get a different rep that will actually help and take care of the issue.
     
  15. EGM92

    EGM92 Notebook Evangelist

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    Either way, I just drafted up an email, I'm just getting names and badge numbers and positions ready. I really didn't like the tone they took with me and I'm going to make sure this doesn't happen to someone else.
     
  16. csin

    csin Notebook Consultant

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    Via con dios. Just remember... them off AFTER they replace the part... lol.... you dont want to end up finding out they put a 32MB Maxi Gamer rebranded as a 1GB Ati card in there.
     
  17. EGM92

    EGM92 Notebook Evangelist

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    If they did that, it would be a breach of contractual obligation to meet the same or better specification of the part being replaced and would lead to legal action, HP learned the hard way :)
     
  18. csin

    csin Notebook Consultant

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    Uh, it was a joke...
     
  19. EGM92

    EGM92 Notebook Evangelist

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    I know it was, notice the :) at the end of my post?
     
  20. Avengement

    Avengement Notebook Consultant

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    Holy moly take a chill pill brother. Everyone dreads tech support for a reason, but being rude wont get you any help. when I needed a mobo replacement the first tech i spoke to didnt even put my new motherboard request into the system. I had to go through the whole process the next day or so after I got no reply. Take it in stride, I'm sure you've made mistakes at your job too.

    Alienware for the most part has execellent tech support, the best I've ever had the experience dealing with .
     
  21. EGM92

    EGM92 Notebook Evangelist

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    there's a difference between a wrong part being installed, and nothing whatsoever being done. Apparently on tuesday when I spent over an hour with the tech on the phone troubleshooting the laptop nothing that was said was recorded. No notes, no names, no dispatch, NOTHING. Dell Screwed up big. I require my laptop for work, it's a lifeline 1-2 days downtime is acceptable but we're going on 4 days. If I hadn't called them back no one there would have noticed that nothing was done that a ticket was open with my service tag yet nothing was written in it. I work 24/7. literally. If a client needs me at whatever time of day, I have to help them out and if the case is that I'm out and about and require the use of my laptop and don't have one to use I'm screwed.

    Also telling me that they can "assure me that the laptop will be fixed on Monday" but then can not guarantee that it will be doesn't sit well with me, don't tell me you're going to do something then turn around and contradict yourself.