Alienware Notebook in for repairs 4 times broken 5 times

I guess the tape caught him up. lol notice he never explained why it was wrapped in tape. He is saying that these are new issues. If they were new, (which there not) obviously they broke it. Looks like the only option left is court. Anyone have another idea? I already reported them to four different agencies.

 

Seriously. Do you want your money back AND more?

As long as you have ALL of your supporting documentation, take them to small claims court for the maximum allowable in your state (some are as high as $10000). For all the time you spent dealing with this and possibly time lost from work, you'll get whatever you ask for.

I would have done that aleady, for real.

Good luck and I hope it works out for you.

 

What state are you located in?

 

Nevada. The limit is $5,000. I am self employed. My notebook is basically a necessity for my business. Obviously, when it breaks everything stops.

 

Well, if your story is what you say it is and you have your documentation you won't have a problem getting a judgement.

Good luck and keep us posted!

 

New Message.


Mr. R****,



At this point we are closing this ticket as you continue to go around in circles with your statements. All information has been forwarded to the BBB.



If you decide to go ahead and send it in for repair please let me know via e-mail and I will handle all of the work.



Have a nice day.



Sincerely,

 

It's all I have time for right now. Just to prove an old Acer can still run Orthos.

Acer is supposed to be cheap and nasty while Alienware is regarded as a premium product that cost's (or commands a premium price).

And an old Acer can do it for longer than a newish Alienware.

That's shocking.

Enough said.

 

What the heck kind of troll are you??? Did you smell your way to this thread?

 

What are you on about???

 

I am trying to help the OP. With 'hopefully" making Alienware sit up and face the music. To try and help. Hence the attacment.

Why are you now fighting with me???

 

Come on we all have a common goal. I appreciate both of your help. Sleey0 felt like you were bashing Alienware. I understand you were proving a point. It is well taken. He was trying to say that an old low end pc "not necessarily Acer out lasts a high end pc "not neccessarily Alienware" in stress testing. And that is a sad fact. My 6 year old HP holds up longer, also. lol

 

Point taken.

All I was trying to do is give Alienware a wake up call. That's it.

Why fight amongst each other when we are trying to make a Manufacturer WAKE UP.

That's it.

And being accused of being a "troll" for me here is a first.

I tell it like it is. Over and out. That's me.

 

Yeah, my bad.

Seemed like you were just on here saying how your Acer works fine while AW's are junk.

My apologies.......

 

Teejay what is that thing you use for your picture? Fire breathing butterfly lizard?

 

I don't hold grudges. I am fine and so are you

Just pushing Alienware as best as I can to sort out their issues. They have a brilliant product. They just need to "brush up" here and there. I wish I owned one...

And there is nothing that pushes a company to perform properly and sort issues out more than being compared to a "supposedly" substandard product or cheaper offering that offers more reliability.

I am sure Alienware (factory) guys out there are reading this. Push your bosses.

Make them realise you have a top notch product. And handle it accordingly.

That's it.

 

It's my little Baby Dragon. Cute huh

Fighting for both you and Alienware as the only way I know how.

Cheers,
TeeJay 44

 

I want one Will you trade yours for a slightly used M15x? :yes:



Obviously you like things that breath fire. I'm sure you couldn't tell the difference.

 

lol nice, you set that one up perfectly.

 

Hay TeeJay 44 has a point there. I have a Acer laptop right now about 4 years old and a Pro star 8794 that are running solid. The pro star is desktop replacement with a p4 3.4ghz cpu in it. Only had 2 issue with it one hard drive failoer and dvd failer. Easy repairs.

The Acer is still stable.

 

Bye Bye Hindenburg

 

I wish I can do the same thing. My frist laptop sent in about 7 times. This laptop on the 3 time and they still waiting for the part. It been a month.

 

Bah this is just BUll SH*T that they wont refund,this has totally wrecked my view of AW no matter how old it is (this model) Lets hope m17x owners have NO problems. i would have immediately requested money back on the third run.

In the event that you can't get your money back or even a replacement (i wouldnt accept any more repairs to it at all)


Is it still working? (besides the flame thrower its decided to integrate?)

I would suggest dismantling it and cutting the fans yellow wire (I think) if it has one (thats normally RPM control) and the fan should spiral into 100% usage from there on.

You can also try and replace the thermal paste, and the aw should be hitting 7-9k or so (the reason its hitting 5 is probably because of the heat, this will probably cause clocks to throttle down)

But i fully agree sleepy0, your chances in court are high as AW's behaviour is unreal.

Did you keep a record of them telling you to dismantle the screen?

 

You know catacylsm damaging a laptop in any way not the answer. You be as much fault as they are. If you give them fact is the answer.

I rather give alienware the fact and let them self look like a fool then make your self look like a fool.

 

Thats not damaging, the fact that the fan kicks in at 95C is disturbing as i'd expect a fan to be running full time at idle, just at a low usage rate.

If the fan runs at 100% full time then it should remain cooler for alot longer and if they are now claiming the warrenty is void then you mays well still attempt to get it working.



But alienware have had 4/5 chances to fix there mistakes, and now there offering gift cards :S whats the deal??

(although atol is right, dont intentionally damage it in any case, this is just a suggestion above.)

 

Actual the fan kicks in around 105-108 And that's only on high load. If it's just idle, it will just stay there for a while.

 

I have been requesting a refund since then also. They always promise me that the next time I have to send it back they will.

He never told me specifically to open the screen. His rep had me on the phone and told me to take apart the graphics card re seat it. Then, those little white pieces of plastic were breaking off of the notebook again. So I inspected the panel to make sure it was safe to use. He told me that I shouldn't use a broken notebook and if it breaks further it's my fault. I was making sure I was not in violation.

 

Alienware pushes boundries. That is an excellent thing.

They are making available high performance machines to the general public that can afford them.

So, the last thing I want to happen ever is for Alienware to give up. They often tread where other manufacturers are scared to go. They are innovitave and often other manufacturers learn from them to not repeat the same mistakes that Alienware made.

So, Alienware as a company I am lighting a fire under your bum.

Please sort out past or ongoing problems like lightboy56 hassles out here properly. It is making Alienware look bad. Through no fault of his.

I am truly looking at an Alienware as my next laptop purchase. I just need you guys to understand that good customer support (and thereby word of mouth referrals from satisfied customers) sell heaps of lappies. Regardless of price.

Common...sort yourselves out and improve your customer relations.

Never let it get to a point that a loyal Alienware guy like lightboy56 has to post here so all the world can see because you have treated him badly. The issues should have been resolved between Alienware and lightboy56 waaay earlier. Get it??

 

*Update*

Alienware Response to BBB complaint
Case # 90153554
Dear Mr. Villegas,
This is to inform you that Alienware Corp has received your letter regarding the complaint from Mr. **** . Thank you for making us aware of his concerns.
In order to provide a satisfactory resolution to the technical issues Mr. R****'s system has been experiencing, we will need the unit to be shipped to our facilities.
Please note that we offered this option to Mr. Roach numerous times but he refuses to accept our offer. Furthermore, please note Mr. R**** has provided us pictures in which the LCD has been removed from the system which VOIDS his warranty. This is enough for us to retract outr offer and void his warranty; however, we are willing to work with the customer and repair his unit under a one-time warranty repair.
Thank you for your assistance in this matter, and again, we truly regret any inconvenience or frustration that this issue has caused. We value Mr. R**** as our customer, and his satisfaction is very important to us.
Feel free to contact us if we can be of further assistance on this matter.
Sincerely,

Alienware Corporation
14591 SW 120th Street
Office: 305.251.9797
Fax: 786.388.5710
www.alienware.com

--------------------------------------------

First off.. The LCD was not removed, if you look in the picture it is running. Next I didn't need to remove screws because the LCD bezel is loose again. I just lifted it up and took a shot. If he repairs my device it is under their 2 week warranty, after that I am out of luck, if it breaks again.




Then he sent me this email when I tried to talk to someone else at Alienware to help me. The Alienware regular customer service rep referred me to a different CIT agent and then he forwarded me back to M***** The ***

Mr. R****,

Just wanted to confirm that I received this e-mail today. I was waiting for you to call me back since you said on the phone that you would be consulting with your attorney as to your decision to have the system brought in and repaired.

Please be aware that anything pertaining to your account will come directly to me, regardless of which channels you attempt to go through.

The offer still stands. A one-time in, warranty repair at no cost to you. Please let me know if we can proceed.

Sincerely,



Signature 2



From: Brian Dominguez On Behalf Of Area51 M15x
Sent: Tuesday, June 09, 2009 12:32 PM
To: Miguel Ortiz; Christian Mayorga
Subject: FW: broken 5 times



Here ya go Mike

Regards,



Brian Dominguez
CIT Resolution Specialist
Alienware Corporation
Phone: (305) 251-9797 x4802813
Toll Free: (866) 442-5436 x4802813
www.alienware.com

 

I'd rather buy a computer from the devil himself

 

I still don't know why you don't use the district court.

That is what it is there for, the general public to resolve a monetary issue.

 

Subjectively, I would take AW to task on this. I know you have considered taking legal action with AW to rectify the situation, however one thing I have been left pondering is what AW has up their sleeve in the event you DO in fact send them your problem. Have a copy of the entire agreement sent to yourself AND your attorney and see what provisions are in store in the event you send it back. With some companies, you may waive a lemon-law right by sending it back (even if it is the 5th time or more) due to your desire to continue fixing the situation even after the law kicks in (I believe it's 3 errors with the same part = replacement or refund... at the discretion of either the customer or the company depending on the state's lemon law.). One thing though to be careful is not to vent to the point you say or do something counter productive, such as opening the system or outright breaking it in the hopes of catalyzing your process. Opening a system to service a non-user serviceable part isn't covered under Magnusson-Moss 1975, and outright deliberate breakage to get a new computer is simply fraud (and yes Dell/AW do have "forensic technicians" that can verify how your alien died, and what blow was the terminal one).

If AW lets you use the 1-time warranty courtesy, and you can in fact get in writing that if it proceeds to cause more problems you aren't waiving your right to take legal action, by all means do so. The purpose of places such as ResellerRatings and the BBB are to keep companies on the straight and narrow (theoretically), and in taking them to court, you may even end up winning and having AW pay you back for your computer, the time / damages lost due to lack of functioning product (depends on state and how you go about it), and even pay attorney fees (which means nothing more than the filing of court papers out of pocket). See what AW's conditions are for the 1-time warranty repair, and get it, and EVERY correspondence in writing, and document everything in hard form (ie; paper and signatures)

Good luck, and IANAL, but see what your state's provisions are for lemon laptops and RUN with it, but give AW one last shot if that last shot means you can still keep your legal right to sue... if not, screw them, you've taken reasonable effort, and take them to the legal aspects of things.

Jason

 

I have pondered that myself. The final repair attempt.

Sleey0 I am in Las Vegas Nevada. The civil courts are backed up for months. It would take forever for a judge to even see my case. My only option is superior court. That requires a lawyer.

 

Waiver of rights...... voided in Nevada

NRS 597.660 Waiver of rights by buyer prohibited.

Any provision in any agreement between the manufacturer or its agent or authorized dealer and the buyer which provides that the buyer agrees to waive or forego any rights or remedies afforded by NRS 597.600 to 597.630, inclusive, is void. (Added to NRS by 1983, 612)Ñ(Substituted in revision for NRS 598.781)

 

poopted

 

? Tired or defecated?

 

well does that law help or hurt

 

thats too bad light, from what I know almost all the other models are pretty solid, they should've scrapped or redesigned this laptop a long time ago

 

heres hoping they release a m15x refresh soon, I'm hoping that rolls around by sept/august.

 

It was a response to an earlier message. They wanted to know if by letting them repair my device again, I was forfeiting my right to a court hearing. That law states that any agreement like that is null and void in Nevada. So it helps.

 

I agree, but their customer service is the problem. I had an HP computer for over 2 years. It broke. They put out a warranty enhancement on the Dv6000 models.

http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01087277&lc=en&cc=us

They replaced the Lcd The mother board, the memory and sent it to me working. If it wasn't for HP, I would not have a working computer right now. BTW this pc cost 700 for a bundle with an all in one printer and digital camera, back in 2005 and it is still kicking. I thank God for Hp, because I need a pc for business and they by law did not have to fix it, because it broke way out of warranty. I would have no means for working now.

This computer broke 4 times while in warranty and they want to give me a 2 week warranty after it is "fixed". Cons. If I sold someone a product like that I would probably be locked up. Corporate America. This guy does not want to give me a refund, because that is his job. Save his company money in the expense of the honest customer. I am not mad at him for doing his job. I am mad at De-hell-ionware for making that a necessary position. I am a loyal customer that wanted a working device, not someone who wanted a free computer for a year, then my money back. I would have settled for a new M15x. No I don't want to take them to court. I want them to come to terms and realize that customer service should be their first priority, or there company will fail. They need to take a page from HP.

Take my experience as learned wisdom, they can not be trusted. I don't care how good their products are. Only a fool would buy something from this grade of man. There are so many computer companies that are begging for your business and will give you the highest level of support that you all as extremely loyal customers deserve.

Alienware is like a hot easy girlfriend. There fast, sexy, make other guys drool,

but a pain in the *** when you gotta deal with them. Personal I like my girls with a little more class.

Old A** Hp ftw!!

 

Agreed ^^

Love the comparison of the girls haha.

 

Revelation!!!


Dell is looking into my case.

I filled a complaint about dell to the BBB.

Now they have a rep who will talk to her Alienware contact and see what she can do. I told her that Mr. Ortiz is debating that I only sent it in 3 times and not 4. She said that doesn't matter. I can't wait till she sees the crap he has been writing me. Lets see the Dell transition at work. Alienware reps are hired on to continue to tech support for older customers. Dell supposedly will handle service and warranty for the new customers. I think dell might not like bad press from their newly acquired company.

She is supposed to be giving me a call tomorrow. I'll let you guys know how it works out.

I hope I can find a resolution (besides court), so I can help everyone else on here who has brought their problems on here.

Nothing you do will stay in the dark.

 

This seems pretty good, and dell are usually quite reliable with things like this

Alienware is still working quite independantly in my oppinion, even if dell bought them out, lets hope the M17x new isnt a nightmare...

 

Hope you're right.

 

All the best. I hope that you finally get all issues sucessfully resolved. Once and for all.

Good luck and holding thumbs for you

 

Sorry what does holding thumbs mean?

 

lol! Never heard of it either.

Go Dell Go! Make this thing right!

 

http://www.phrases.org.uk/bulletin_board/42/messages/1192.html

Live and learn

 

Yesterday, The guy handling my case told me, I dare you sue me. I told him, "you lied on me to the BBB and I have proof. I will sue you personally for slander." Read this email from Dell. She said that it a appears that the notebook was dropped. We ALL know that the M15x has a hinge problems.

Hello Mr. R****;
Per our conversation yesterday in reference to your complaint filed with the BBB. I engaged the technical management team for Alienware and escalated to the Executive level. After researching the details associated with your case; Dell Inc. and Alienware have made the decision that a refund or return will not be approved for the following reasons.
• You are outside the warranty period and the technical issues did not occur until after your warranty expired.
Alienware Techs replaced your Bluetooth, Motherboard and Chassis even though the system appeared to have been dropped and your warranty had expired. The Alienware technicians performed thorough testing before returning the system to you and there was no issue with overheating at that time. After the system was returned to you, Mr. Ortiz said you replied to confirm it was working as it should.
In reference to the technical issues you are currently experiencing. Mr. Ortiz has agreed to make an exception to the warranty period again. If you would send the system in for diagnostics, he will determine what is causing the current issues you are having and he agreed to repair as needed.
This is the final offer that will be made. Please be advised that If you are in need service after this technical issue is resolved, there will be fee and there will be no return or refund approved.
Mr. Ortiz assured me that a promise for a full refund was never offered. If you have that in writing, please send to me.
I know this is not the resolution you were seeking, and Dell Inc. is aware you intend to take legal action.
I will reply to the BBB with the same information provided in this email.


Case Manager
Americas Business Operations - Executive Services
Dell Inc.

 

Now what