Alienware Notebook in for repairs 4 times broken 5 times

On March second 2008 I purchased an m15x notebook from the Alienware Corporation. I have sent in my device to be repaired by Alienware four times. Each time I received the device the problems resurfaced. The problems were, a hinge that would crack and fall off after weeks of use, a Bluetooth card that would cause blue screen errors, cracks in the case, dead pixels on the screen, and finally, severe overheating of the graphics card and Cpu. The devices hinge cracked for the 4th time and then it caught fire when I was at one of my client’s homes. They repaired it a 4th time. I received my device back on May 29th 2008. On June 4th 2009 I tried to play a few games and noticed that the graphics card could not handle the games that I used to play before the 4th repair. I contacted peter from Alienware and he performed a few stress tests on the cpu to find the problems. The graphics card got as hot as 116 degrees just idling. The Cpu on the device got as hot as 96 degrees and then blue screened. The pc crashed. After this stress test one of the cores in the dual core pc is not functioning properly. I was told by the rep, that Alienware wanted to repair my device a 5th time and would give me a $100 gift card, but will not be offering me a refund or store credit. He then told me that if I sent it back again within two weeks for the same issue they would put all new parts in the notebook after I sent it in for repair and 5th time. I don't know how to deal with Alienware. If any one has ran into these problems and knows how to deal with them, please let me know. Thank you.

 

That is terrible

Keep on 'em and don't let them off the hook.

 

I'd tell them to give you a new machine since the one you have is clearly faulty.

 

Another M15x is a p.o.s. News at 11. Sorry friend.

 

I asked them to do that after the 3rd repair. The 4th time they fixed it, the man I was speaking to said that they were going to replace all the parts, and basically give me a new PC. Right now my GPU is at 103 Degrees C just sitting on the desk doing nothing.

 

when the CPU went over 89C he put me on hold.

 

look up lemon laws in your state.
it clearly has issues that they are not able to fix to your satisfaction or for proper operation.
as long as you have proof from the previous issues/returns, then you have a case.
if you did not keep records, then it will be harder to proove, but you can still pursue action to get a replacement or funds returned.

for $50 you may be able to get a lawyer to draft a letter assisting you.

GL

 

thanks redulious. sending it in so much times and nothing. it seems like a thermal paste, fan, heatsink, and airflow issue.

if it were me. i would run prime95 and ati tool at the same time and burn out everything but make sure you keep are at a fire department when you do this and say give me a new one or give me back my money. but they maybe would say something stupid about warranty. but i would complain until i get my money back.

also what is your computer components. maybe we can try eist on your cpu and see what your running on your cpu. but your gpu is a different story.

 

cpu x9000
gpu 8800m gtx

 

It only started overheating after they sent it to me the last time

 

ok i want to see a screen shot of your task manager in proformance tab and cpu screen shot also i would like you to restart your computer and as soon as it turns on use a program called hwmoniter so we can seen what up. take a screenshot about 5-10 mins after doeing normal stuff.

 

http://i49.photobucket.com/albums/f262/killakel56/IMAGE_003.jpg
shows the pc about 20 minutes after the alienware rep ran the tests.

 

oh wow. i can't even think were to start i don't know how your system looks so i can't help you to much but how are your fans. is it on full blast at least trying to cool your systems.

does it feel hot?

 

Yeah, even the HDD temps are high from the rest of the overheating components.

I second letting it fry. Run ATITool all night (while keeping an eye on it, of course).

 

you do know AW reps look at these forums right?
advising him to force it to fry is like setting fire to your own house...
while he has issues, if they found this thread and the option you provided, he will for sure be out the unit and funds.

do what i advised you to do earlier...
there are also other REPs from AW here...look at the sticky about who to contact when...

dont force your hand, let the process take care of your delima.

 

The thing is, if his laptop wasn't faulty, you wouldn't be able to fry it with ATITool and other software.

So we are not allowed to run certain programs on our computer anymore? And by running these programs are we voiding are warranty?

I'd have to say no to both.....

 

he does have a point. i understand about letting it fry is like saying. "i had a problem my computer was overheating and i just made it worse"

but if your computer can't prime or ati tool or orthos STOCKED UNDER NORMAL CONDITIONS then the company needs to do something about it. so to me by running these you can say "me computer fail basic test that should of be tested before shipping out to me knowing that i had a thermal problem"

 

that is what you said...

i honestly dont care, but prefer to keep this forum free from suggestions on how to ruin a machine and subvert the claims process.

run programs, fine...but to advise to let it fry is not a professional line of advise.

as i said, if you set fire to your house (even if you had issues that needed to be resolved and such in similar fashion to this m15x) and the insurance agency and/or the fire dept found it was deliberate...not only are you out a house, your investment into the house (cash and other), but you will never be able to collect or rebuild due to ones own negligance...

do what you want...

 

This man has a point.

 

ok then call alienware tell them that you don't want the ,15x unless you get a new one or you get a upgrade or your money back. they have to do one or of them. (last thing is your money back). and don't take that 100 dollar gift card.


did you see about the temps and if you feel the heat and the fans on the back.

 

Subvert the claims process? This guy has sent his laptop in 4 times and they still haven't fixed his issues. I'm sure he spent money for a comp that works, no?

Anyway, like being jerked around by AW is something we should all have to put up with. If I was him I would be doing anything and everything to get the issue resolved.

Letting the components fail due to overheating is something that will happen to his laptop UNLESS THEY FIX IT. Shoot, I am just trying to tell him to expedite the failure.

 

and if you recall, i advised him of steps to take to get it resolved.

by forcing the unit to fry is a subvertion tactic.
we only know what he has chosen to tell us...maybe there is more to the issue then we know.
maybe he has no proof that he sent it in 4 times and therein lies why AW wants to fix it...
maybe this is actually only the second time.

there are others in this forum that had problems and issues and have never been this far into it before getting a positive resolution.

out.

 

i haven't really followed up on the m15x. is it really that bad.

 

Ok, well if he lied about how many times AW has attempted to fix, then I'm with you on letting them get it right.

I tend to believe people with these kinds of problems (I guess I am not as skeptical as you).

 

those were "possibilites" - not for facts...
i am not skeptical, but you have to remember, there is always more to the story then told.
there were many threads here that were founded to be half truths after much posting and suggestions...story kept changing, or more information came to light that offered better insight as to the who, what, when, where and why's of it all.

 

My M5550 Had a heat issue as well but Intel and geforce gpus have a shut off temp at 100c Or in this case 110c. So they dont burn out.

 

Tell him(whoever is in charge), to give you a M17x, or you're suing.

 

Pics, or it didn't happen.

 

I have the fedex labels in my yahoo account. And I just shot a video of the cpu temp reaching 94C Then the orthos crashed. Orthos is the program the alienware tech used on my cpu. Thank you for those who believe me. wow a lot of you guys are really loyal to alienware. who would lie about this crap. lol

 

you would be amazed....
people tend to bend situations to fit thier view...its a natural response really.
governments and businesses do this as well...



disclaimer: i am in no way saying you have or will lie about your post or your situation at hand.

 

What do you need to see pics of? I aleardy sent you the cpuid hardware monitor reading. Hey I'm not trying to get pitty points or anyone to believe me, I just need this fixed. And honestly I don't really need to use ati tools because the gpu overheats just fine sitting there. Also, if you put your hand behind the gpu on idle it will burn so you have to move it. I see why you guys would say what you said about ATI tools. The alienware rep stressed my processor and crashed my pc. so even he was using tools that were "supposed" to work. I will not be taking there gift card. Thank you for the advice. I will try and get some more "evidence" up. lol

 

Here are all the RMAs from Alienware in email form. Would this count as "proof"?

 

I think you need to try and end this saga with Alienware and this particular laptop.. All those RMA's and they just cant seem to fix the problem, it is now time that you request a refund of the cost you spent on your M15x. Tell them that you have had enough of them "trying to fix it" and that you really need a laptop that works in the present, not one that may eventually work when and if they finally fix it on the 6th, 7th or 18th time.

 

I already did. After it broke the 3rd time I asked them for a refund. Then the 4th time a woman told me if I Sent it in again she would see that if it broke I would get a refund or re order. I then spoke to another man. I sent an email to [email protected]. He told me he is right below the ceo. After the notebook caught on fire at one of my customers homes the 4th time it broke I contacted him at that email address. He asked me to send in the device to get a reorder. After he got the device, he told me a refund was impossible. After he received the device he said that he could not find any evidence that the device caught fire. He said that if it did catch fire, it was my fault, because I continued to use the device after the screen broke. He told me that he was doing a one time courtesy repair, for customer satisfaction. Basically telling me that my device is out of warranty and i'm out of luck. Mind you, I reported this issue while under warranty.
When I was working with the alienware rep, Peter, today, I found the spot where the components fried. They wrapped it in black electrical tape. haha

 

Wow, I would talk to some lawyers and threaten legal action if a refund is not given. You have already gave them plenty of opportunities to fix it. You are entitled to a cash refund at this point and I would contact the BBB as well as get a lawyer to draft a letter as some 1 suggested and if they continue to fight it than bring on a full lawsuit.

 

Just tell them again its time for a refund, or you will seek legal action, that simple, find an attorney close by and for like 50 bucks or so, you can have him draft up a letter to them as someone as already mentioned, Alienware will take you more seriously when they see that you aren't just making an idle threat.

 

I already filled a complaint with the BBB today. I filled a complaint with the Florida consumer complaint department for Alienware. I filled one with the Texas consumer complaint department for Dell. Thank you though. I don't like lawyers. Better of the two I guess.....

 

i can't believe they tried to buy you off with a 100 dollar gift card like that will make a non working 5000 dollar brick worth swallowing. If my new m17x acts like this and I go through what you did they will be hearin from my lawyers for sure. Just reading this entire thread gets me pissed off and it doesnt even affect me.

 

Agreed, I'm glad Dell is taking care of Alienware's warranty and design with the new M17x, as this type of "old Alienware" low quality and bs customer service, will hopefully be a thing of the past.

 

Yes, aside from a few lucky owners here and there, the m15x has been riddled with problems since its release, IMO that model should have been discontinued a long time ago with its rate of defect.

 

if i had a dollar for every m15x hinge that broke I could probly buy a new car.

 

and if i had a dollar for every m15x owner that has had zero bad luck i could too....

 

Ahh the memories.... I can remember the first time my m15x broke

Brings a tear to my eye

 

well that image sure looks familiar

 

Yes, but he means a nice expensive new car, not a stripped down chassis from a junk yard..

 

Ouch, that's painful

 

haha...good one...lol

but as you see, people generally will never post positive experiences since they feel no need.
but heaven forbid a bad experience happen...omg they are all over the place spilling hatred...

but i digress...

 

LoL that why I went for the M17x at the time. Was that crack. But still got shot in the foot. They only had the M5550 M15x and M7950 and came out with the M17x.

 

there is a difference tho between like a few different random problems being reported and the same exact one happening over and over and over. That's just design flaws plain and simple.