Problems? See this thread at archive.org.
I'll keep this as brief as possible as the events speak for themselves.
In May I ordered a second GPU for my M9750 and weeks later I receive the wrong one. I'm told I have to also return my original heatpipe so new thermal paste can be applied. Two more weeks pass without a word from A.W. so I call them and they tell me the correct GPU is on backorder and they have no idea when they will arrive. I said I didn't want to be without my computer that long so just give me a refund and return my heatpipe to which they agreed.
Two more weeks go by and nothing in spite of numerous calls to support. I then posted here what happened and A.W. Armando said to have me P.M. my info to him which I did. Two more weeks later and still nothing.
I filed a complaint with the BBB and days later my credit card is finally refunded but still no heatpipe. I finally get the heatpipe in the mail and it's the wrong one.
A supervisor at A.W. transfers my phone call to an assembly teck to properly identify the correct heat pipe. A week later the heatpipe arrives and it's the wrong one again! (there are ony two in the M9750).
Again I'm on the phone with an assy. tech to ensure they don't make the same mistake a third time. I follow the tracking info. and it shows that the third heatpipe has been delivered. It was delivered to a woman in a different state! I looked up her name on the internet and her town and actually got to speak with her. She told me she doesn't even own a computer. When I had her describe the part to me it became obvious that not only did they send the part to the wrong address, but they actually sent the same wrong part again.
I called A.W. and was told the correct part would ship out the next day for sure. An hour later via e-mail a different support agent told me they are still trying to figure out which heatpipe I need and would I circle it in the picture.
Fot the three previous weeks I have been letting them know when I deploy and I don't want to be without my laptop.
So I am now deployed again with my non-functional laptop. My wife just got the fourth heatpipe in the mail and I can tell from the picture she sent that it's the correct part. Now I just have to wait for it to be delivered to my APO-FPO address.
I never did hear anything back from awarmando.
I for one will never "roll the dice" with A.W. again.
If anyone needs one of these heatpipes let me know.
Rob41
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man, that must really suck... getting the wrong part three times...
on a side note, those fans look awefully small... or do they just appear that way because you're taking the photos from so high up?
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The fan itself in terms of blade diameter is 1 1/2 inches. They actually do a pretty good job of removing the heat. While you could almost cook an egg from the heat that comes out, everywhere on the entire computer chassis is cool to the touch so they're doing their job.
Plus I like having a laptop that doesn't downclock the GPU or CPU.
As always, it saddens me to hear of others that have had bad experiences with their customer support.
I'm thinking Pro-Star next time with a quad core, SLI, and the dual boot set-up they offer.
Rob -
And when it comes to AW more cooling the better
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Alienware Support....w/pictures!
Discussion in 'Alienware' started by Rob41, Jul 24, 2008.
