Alienware Mexico thinks gap on screen on m11x is due to me mistreating the laptop...

Well,

today i woke up only to find the gap on my screen is bigger, I can now see through the inside of the screen and when its dark the whole edge bleeds light.

I bought my computer in the states but im studying down here in Mexico.

I got 2 systems, one for me and one for my brother, my brothers system developed a nasty rattle on the fan and I called Dell down here and they sent a replacement fan with no problems.

Second system (mine) has the gap on the screen... at first I ignored it but since its getting bigger I decided to give them a call.

This time however, they say that since its not a manufacturing defect (oh really) but a case of mistreatment on my part, then it would not be covered...

I told them about everyone reporting it on the states and getting the screen replaced, however they said that due to the lack of info then they couldn't due anything. They told me to contact a US alienware rep that knows about the problem and ask him to give further instructions on my case...

I already contacted the rep in the forums through PM, but I heard that he is very busy so I don't know if I should call Dell on the US or something...

What do you guys suggest?

Thanks

 

Sorry to sound OT or anything but could someone please post a picture of this gap I have been hearing about alot lately. I want to know what I should be looking for.

 

is not the first time some like this happens you will have to keep calling until you get a good agent

 

Heres a very big thread talking about it:
http://forum.notebookreview.com/showthread.php?t=463747

Well the agent seemed very helpful, he understood my situation, however it was his manager that made the call apparently.

 

Give the rep here some time, he is taking care of me.

 

first post

http://forum.notebookreview.com/showthread.php?t=463747&page=9

 

Wow thats a big gap. I really feel bad for anyone who encountered such an issue. I have a small gap on the top, barley noticeable.

 

Call Dell back now. This will be covered. If you have no success please P.M. me.

 

I'm just asking for a followup.....Dell Mexico are the ones that would be making all the procedures.

Besides i'm only asking for a screen fix, not an entire replacement.

 

Thanks but if they do not have any info about here about the defect then I'm guessing theyll keep saying the same thing?

Is there any sort of case number they can see so they know about the error or something? Or do I just call back and DEMAND a fix

So far they've been really helpful down here, so I want to try and make things as smooth as possible.

 

Its a known issue and should not be questioned. Why are they saying its your fault?

If you have no luck, send me your service tag number and I will get it turned in for you.

 

I don't know, maybe nobody down here in Mexico has reported the issue, they went as far as telling me that I probably hit the laptop when travelling from the states to here lol... ridiculous.


So thats why I was asking if they could look up a US case number about this issue and maybe they'll acknowledge it. Don't wanna argue with a rep for about 1 hour again.

What do you think?

 

Same here.. give him time - he DOES respond - typically within 24 hours.

 

He just responded, he asked for some pics...just sent them

Here they are for the record...

http://i282.photobucket.com/albums/kk245/andrewe1/2-1.jpg
http://i282.photobucket.com/albums/kk245/andrewe1/3.jpg
http://i282.photobucket.com/albums/kk245/andrewe1/1-1.jpg

The gap on the lower right side isnt as noticeable cause I pushed it in a while a go tho...

 

Thank you, thats a much clearer picture that what was posted before. Dear god so the thing just doesn't pop back in place? Hope they fix it up soon buddy!

 

not really....It's really hard to see whats causing the issue since you can't open that part of the LCD.

 

Picture 3 has the same gap as I do. Just ask for replacement

 

Just would like to update, I got a call from Dell today, they told me that the screen replacement just got approved and they would sent it as soon as possible. Thanks to Bryan, i'm guessing he is behind all of this. Thanks to Darkhan too.

I'll update when the screen gets here.

Cheers!