Alienware Notebook in for repairs 4 times broken 5 times

The second and fourth time it broke the hinge actually got so loose it broke off on one side. The third time it completely broke on both sides. Imagine........... "Hey that's a really cool notebook. Nice alien on the back. Whats wrong with it, why is the screen broke like that?" "Did you drop it?"

Ummm it's a defect...

"why don't you tape it or something"

I have had that conversation at least twice a day since I bought this. If people tell you to tape your $5,000 notebook, something is seriously wrong.

 

i agree...
i am simply pointing out other sides that no one wants to accept is there or decides to turn a blind eye to it.

but meh...enough.

 

OH yeah I forgot, Even Alienware uses tape on "certain" repairs.

 

"Industrial Fastener"




This is what caught fire. The alienfx light tube circuitry. Electric tape is flame retarded

 

Ouch that bites.

 

I agree with you in that people are negative. It took me 4 repairs to finally seek help. I don't like drama or problems. And other than catching fire, falling apart, overheating and just looking like crap I love the m15x. Blue screens and all.

 

Lets just hope the new M17x does not have any "issues" because I really want to buy one, I'm just going to hold out for some reviews before I drop a few grand on it.

 

I'm going to wait like 6 months before I buy one so I can see if those hinges break too... and if any other unforseen problems occur.

 

I have not seen any issues with the m17x frist gen. It basicly have the same parts as the M15x. The New M17x is heavier. and the Grapics cards are more spaced out. by looking at Alienware site.

 

don't even get it fixed. you want a new one(which i wouldn't even do) or your money back. some people will keep on saying no you can't or won't but just hang up and call again until you get someone who cares.


also call dell instead of alienware and see if they will solve the issue instead.

 

I'll try calling dell, Thanks. I'll let you know what happened.

 

Lightboy56,

We apologize for the inconvenience. I have sent you a PM, I'll be communicating with you via PM.

Thank you,

 

This is exactly why I got rid of my POS m15x. No matter what you do, the construction of the hinges guarantees its failure after a few months. I should have taken pics when i replaced the hinge, nothing but plastic and hot glue, its sickening really.

 

The Dell thing didn't work. They can't find me in their system. Just referred me to Alienware.

Armando. The website told me that you are over your private message quota, and I can't send a message to you untill you free up space. Thank you.

 

Went through this time.

 

Your CIT specialist won't help me Armando, and supposedly he's as high up as it gets, I am really disappoint in this company. He just sent me an email telling me to send it in for repair, again. He said it will be a one time courtesy repair.

 

Whenever I call back, they tell me that the CIT agent has all the authority in my case. They say, no one else can help me. Thank you for the advice on calling around till I get the right person on the phone, but it's not going to work because My CIT agent is the end of the road. All of you buying new notebooks, I hope that it never breaks, because based on my experience, you will be stuck with a $5,000 brick and court fees.

 

Lightboy, its time to talk to a lawyer, and Armando, its time you start pushing who ever you can to get this guy a full refund, this has gotten out of hand, his laptop needs to be sent in for repairs 4 times, now your company wants him to send it in again, this is laughable, there is obviously no fix except to give your customer a full refund, so give him his refund and end this ridiculous saga!

 

it's sad, a few weeks ago I would have settled for a new m15x.

Right now Gpu is at 108C just Web browsing....

 

I'd love to benchmark the gpu. What is a good program to test it with?

 

3dmark 06, Vantage is also good, better actually as its GPU bound, so I would try them both as well as ATI tool.

 

Don't worry lightboy, I'm positive Alienware will end up giving you a full refund, it really is THE only solution you know it, and they know it, either they will end up giving you a full refund, or they will attempt to steal your 5000 dollars, in which case you will get it back when you take them to court, as well as any court fees incurred will end up being paid for by them, the only down side is it is a hassle.

 

I hate being the disgruntled customer. I really wanted this thing to work out. I would have even been ok with store credit for a new notebook (the offer I got from the CIT agent the 4th time it broke, til he went back on it) but yeah I agree. Your right.

 

The CIT agent is now arguing with me about how many times it went in for repair "through email". Everyone is always trying to find a way out of doing the right thing. sad...

 

Have good documentation on what has occurred so far? He can't argue with that.

 

I emailed him the documentation I had, and he hasn't responded yet. lol I even had the serveys they have you fill out after each repair or problem. I have 8 feedback emails, related to different problems I called in about. Then 4 Fedex labels and Rma's from Alienware. I Posted them a few pages back.

 

Strange... I'ts like my computer is programed to run hot. When the Cpu gets to 95C in cpuid hardware Monitor aka. hwmonitor (99C in the Nvidia System monitor). or the graphics card reaches 108C the fans finally come on faster. Is this some kind of bios issue? I thought they "repaired" that problem.

Running Athos for a little over three minutes. Reaches 95C or 99C whichever is more accurate.



Right at 95C fans come on faster and cool down the cpu.


The graphics card is always in the hundred range with the fan barely running. Sometimes it comes on when it gets really hot. Other times it just stays hot till the blue screen.

The first time I ran Athos it gave me this error. That's after the Alienware tech burnt up my hardware.




Which temperature reading is more accurate. The Nvidia system monitor or the HWmonitor. I Heard that certain programs monitor the actual core temperature, while others monitor the motherboards processor sensor. Nvidia's reading reached 99C and Hwmonitor reached 95C Which reading should I go by. The Nvidia or the Hwmonitor?

 

Wouldn't really matter as 90c is the GPU's max threshold, just be patient, a full refund will come soon, they had many chances to fix it and didn't, you have rightfully decided you have given them enough time and chances to fix the problems, and they have not, it is now their responsibility to make it right by issuing a full refund.

Keep us posted.

 

Thanks a lot for the support. Should have become a member a long time ago.

 

No problem, and welcome to NBR!

 

crylo, from your experience, does Armando usually get the job done

 

How long does it usually take to get a response from him?

 

depends if he gets back on .... when he does gets back on, he contacts the deparment and checks on stuff ETC.... be a day or 2 probably

 

Thanks. I'm going to post my 3dmark scores tomorrow.

 

I don't know, I've never dealt with him or Alienware, just heard the horror stories, I was making a statement to him a few posts ago so that when he reads it he knows your not the only one who knows its time they really fix this problem, only way to do that is full refund, even if it is a year old, it is a lemon, you can send it in 10 or 20 times, its still going to be broken, so if Alienware wants to cut its losses, they are better off giving you the refund, rather than giving you the refund + court fees.

 

Hope this works out for you Lightboy56, when I spoke to them I was just firm with them. (But that being said, I used to be a debater, public speaker and did Model United Nations ). Reading briefly through the thread, the fault is definitely on them and they are just trying to cover it up. For instance I had the Quad Core issue, which people on this forum believe is a voltage issuse and I agree.

As a last attempt to avoid refund they asked me on my M17 to turn off the lighting.

 

Wow they asked you to turn off a feature of the notebook because they can't fix it. People like Mic**** O****, My CIT agent, love it when people just roll over. I spoke to him yesterday. He told me that my over heating issue is a new problem and that under warranty he basically only has to cover the old ones. I explained that the computer had blue screen errors that were not related to the Bluetooth card, and that the dead pixels could have been caused by excessive heat. He said that the blue screen is not related to the old issue. I told him that I had random bluescreens, also. That could have been related to heat. He basically implied that I only complained about bluescreens related to the bluetooth card. I didn't even say "bluescreen" in my email. He wrote me this email...

"During our contact, you specifically stated that you were having blue screen issues every time you attempted to use the Bluetooth function. That’s where that information stems from and to quote your June 1st e-mail to me:"
Mic**** O****

This is the real email. and I sent it May 4th

"Hello,



My name is M***** R****. I purchased an area fifty one m15x. The device has been repaired three times, for the same issues. Spots on LCD, Broken hinges, and a defective Bluetooth card, are some of the issues. The device caught fire at one of my clients homes the day before I was going to send it in a fourth time for further repairs. I called customer service and requested a refund and they told me to contact you. Thank you."

He was hoping that I didn't have proper documents. He has been forwarding our correspondence to the BBB, in regards to the complaint. I'm glad they see how he twists things around.

 

Thank you for contacting him in my behalf.

 

wow alienware is doing some underhanded things with you.

 

If you paid by cc, try doing a chargeback (some let you do a chargeback 1 year from transaction date).

 

Thanks, but I already tried that, back in march. They said they can only do that, in the first 45 days. I guess it depends, on your credit card company.

 

Then take them to small claims court. The fee is nominal and they probably won't show so you would win by default (although your case seems pretty solid as is anyway).

 

Yikes man thats insane, I really can't believe the type of carry on they are trying to pull!

 

I ran 3Dmark 06 my score was 5734. doesn't the average m15x score like 10000? My configuration was maxed out when i bought it. I'll be posting the 3dmark screen shot later today.

 

3D mark screen shot.

 

next time press CTRL+ Screen shot then open paint and press CTRL + V

or take a screen shot of just that program by useing CTRL ALT + print screen

 

Using the camera is a pain. Thanks, I didn't know that was a built in feature.

 

Gadwins Printscreen is also free and works great. Very configurable too.

 

Latest email from alienware



Mr. R****,



The fact that you removed the LCD panel cover, in and of itself, voids your warranty, but that is neither here nor there. The fact is, that is not the same barebone case that you sent in. The damage to that case was beyond mending.



At this time, I will once again extend the offer to a one time in-warranty repair whereby we will take care of the latest batch of issues you are reporting. If you decline the offer I will close this ticket and you will have to find your own means of repairing the system.



Sincerely,

M***** O****

 

My Reply to him

Your Alienware rep directed me to disassemble the pc. He told me to take it apart, and completely remove the video card. So obviously, your people made it ok to dismantle your case.