Alienware m15x after 5 months falling apart

I purchased an Alienware m15x in May and have had a terrible experience with it so far. I already had to send it back for repairs once for the screen creaking, the outside alienware logo only being half-lit up, and the bars over the speakers bulging upward. Needless to say, when I got the system back:

• -they didn't fix the outside alienhead
• -they still didn't fix the creaking
• -the inside powerbutton leaks colors, so if its yellow and the quick-touch controls are blue, parts of the left and right sides will appear as a blended green
• -the lcd had 3 dead pixels
• -the chassis was replaced with an old beat up and scratched one, which had 2 pen stab marks in it and 2 long scratches
• -there is the famous bulge above the ethernet port now
• -the bars above the speaker have started to bulge upward again
• -the bottom right part of the lcd cover is now about to snap off, it has a huge gap between the outside and inside, and the only thing holding it together is scotch tape.

I am very frustrated with Alienware and this laptop atm and fully regret spending 2700 dollars on it. It seems to be just falling apart. I will be sending the notebook in again when Winter break comes around, but I am less than enthusiastic to deal with their support people, who, from my last encounter with them, are very rude and unhelpful. Also I am afraid of this notebooks lifespan. After 5 months it appears as though this notebook wont survive for more than a year without entirely falling apart. I do not mean to trash talk Alienware as a company with this, I am just expressing my frustration in the problems my notebook has had.

 

it doesnt seem a surprise that they did more harm then good. it seems that they gave you more problems. AW really needs to clean up this department. the people who repair the laptop dont seem to do a good job at all.

was your hinge snapping before you sent it in or after you got it back?
that ethernet issue is really rare now too.

i think you should pm Alienware-James or Alienware-Armando. have them send you a new laptop and then send your old one back when you recieve the new one.

EDIT: Since you gave them a chance to repair the laptop and they messed up horribly you can request a refund.

 

Seems to me Alienware has no quality control on their repair departments. I'd tell you next time to go with a more reliable company. One of the Sager resellers for instance. They are normally located in one central location so that kind of crap doesn't happen. Yes it may cost more to ship based on where you live, but won't you rather get back a laptop in better condition than when you sent it in?

 

Thats terrible man, I really feel for you... Cant you contact the Better Business Burough about this?

Its so messed up you pay over TWO THOUSAND DOLLARS! and you would expect Customer Service at Alienware to be Top Notch and stuff like this happens. I dont get it there a multi million dollar company why dont they fix there customer service? You know what, the only thing that bothered me when I read reviews about the M15X before I purchased it was the custumer service complaints, im not exagerating 95% of the reviews complained about customer service... its a shame im sure they would make more sales if people wouldnt go on and on about how bad there service is. Thankfully the people I spoke to at Alienware were nice so far, except for this girl there she just sounded like she hates her job and wanted to get off the phone ASAP...But I didnt get my laptop yet so I dont know... Eitherway I hope the owners of Alienware are reading this, PLEASE FIX CUSTUMER SERVICE! Good Luck Bro.

 

hahahahahhaha pen stabs
hahahahahahah

 

i'll say sell it before you are out of warranty.

 

I have never owned an alienware but just reading this forum puts me off. That guy really isn't exaggerating when he commented on 95% of reviews giving bad customer service. It really does seem a shambles especially sending in products. All these issues with the M15X + the horrible ordeal of sending for "fixing" is appalling , they should be ashamed of being a computer company.

 

Don't get me wrong, apparently the Customer Service, for the most part, is pretty bad. Yet, a lot of us newer m15x users have been pretty pleased with it so far. We realize we haven't had it as long as 5 months but with care and maintenance, I don't feel like I'll be experiencing any major issue with the m15x.

 

I dont buy it...Pen Marks? Leaking Lights? Yet the title says it's falling apart..........Killin' me....I just don't buy it....just sounds like somebody else jumping on a bandwagon...

I really hope everybody doesnt believe half the cr@p that flies around forums...I'm new here and reading a lot of the posts in the Alienware section really makes me laugh....

I own 4 x Alienware's and ony one ever gave me issues that was the m7700, which was a rebranded Clevo piece of rubbish that was a nightmare for all suppliers of that model...However saying that, whatever issues I had, Alienware repaired them in due time without any hassles. They have ALWAYS stood by their warranties in my books....

Guys and Girls.........Dont believe EVERYTHING you read around here...

 

A lot of it has to do with how this is particularly a help forum. Most people, I would say, that don't have any problems wouldn't come here boasting about not having any problems. So that skews the perspective a little bit. Not that some of the people that report problems don't have legitimate problems, but it's probably not a majority or anything. I'd say the majority is probably satisfied, if not pleased.

You raise a really good point though. I feel like people are taking what they see in these forums too literally. They need to understand that not every single Alienware customer comes here.

 

I think Ennea right Most of the people here are the one that have problems the other 90% are having fun.

 

Just a quick question to make everyone think a bit about their interventions.

So, some enlightened forum member said that the OP is jumping on a "bandwagon". This is after the OP came here to report several of his problems that include a LCD case breaking, speakers' grids bulging up, etc etc...

So, my question is... what bandwagon are we talking about? Because it seems, to me... that whoever comes here exposing their problems gets bashed, offended, beaten and even threatened of being a troll in this forum that will get her/him banished. In my view, the only bandwagon I see around is one with a big flashy neon Alienware written on it.

 

I don't really think that's the case. Only people like tyronne, who actually do go around trolling get bashed. I see us trying to help most of these people actually, and I myself wasn't trying to bash the OP either.

 

Had to laugh at that one. Seems the math doesnt add up. "Most" have problems, yet the other "90%" are just having fun? That makes most of the people here 10%? Which I wouldn't call most....

Forgive me, as I am having a little fun here

 

sliq, that doesn't make any sense; I'm not trying to flame/be serious or anything, it's just that Atol's statement, that most of the people who are here (10% of m15x owners) are the ones with problems, while "90%" of the m15x owners are having fun (and thus not here).

Also, sweet 9262

 

haha, don't sweat it man, we're having fun in the remember when... thread too

 

Look guys this seems more like its turning into a war over weather or not the problems are widespread or rare. I just want to clear up that I am not trying to bash AW, and my friend has the same m15x that he purchased in August which apparently has been flawless. I doubt that every m15x is bad, but AW definitely had severe quality standards early on. I was a victim of the severe quality standards and I am only looking to see if anyone has any advice or experience on these issues.

 

I apologize if I did anything to instigate. I just wanted to put things back into perspective.

It seems like most of us are pretty level headed guys here, so thanks for that.

 

Ennea is right though, most people who come here have problems or questions about there product, if my product was in my hands right now and i had 0 problems with it, I wouldnt be talking to you douch bags now would i? Just kidding. but honestly, people do come to forums for help... and alot of you guys are very helpful so keep up the goodwork especially you Ennea...

But honestly almost every review i read about the m15x were people saying its a great product but customer service sucks... I spoke to customer service and so far I can say it isnt true, they were polite and helpful... Hopefully i will never have to get to a point where something breaks and i have to call them everyday...

 

Just to clear the "90% are out there having fun..."
From the list of 12 people that reported the bottom of their LCD breaking, the vast majority were members of the forum already (and many of them loved AW and would put their neck out for them).

 

Honestly a lot of this stuff isn't crap on the forums. I will admit some of it is but honestly a lot of people here even have pictures showing how bad their M15x's are. For example, my experience with AW has been horrible. My M5550 never worked properly in the 14 months I had it and my M9750 has been broken for over 2 straight months now (check my repair log).

@OP - Please post pics as some of your stuff sounds like complete BS (pen stabs).

 

I dont disagree, but when I have had problems, I let Alienware try to help fix them. I talk to them without losing my cool in a respectful manner and they helped me out every time. So my personal experience with them has been a shiny one indeed. I am a member of various forums and a regular reader of this forum but now I couldnt stand by and watch anymore.

I've seen too many times how people would buy an Alienware off ebay, land up with a lemon and then complain bitterly because Alienware either would not support their product or would charge high prices to do so in every forum on the web. Then they would come into forums like these and completely bash AW.

I've seen many posts of people bashing AW machines because a friend of their girfriends friends sisters brother had an AW that broke. So therefore AW is a cr@p company!!! They don't even own an Alienware....Killin' me.....

Dont get me wrong here, I'm 36 years old, but AW machines do attract a younger crowd that goes for the unique casing and exclusive features that AW offers, but younger people do tend to complain and underappreaciate things a lot less than their older counterparts. Hence a lot of complaining....Honestly, I would hate be an AW support agent speaking to a spoilt rich youngster that opened his screen too wide and broke the hinges of his lappy and now believes that it's AW's fault....Killin' me...

I really find it all amusing....I've owned HP's, Compaq's,Toshiba's and numerous Alienwares and honestly.....ALL were good machines, some with bad company service and most with good service......people are people, we are not perfect, no service agent is perfect....does everybody actually realise that?

I guess my point remains, we really should not take everything to heart what we read on these forums. Yes there are problems....EVERY COMPANY has problems.

I've had problems and they were dealt with in a professional manner and I remained a happy customer.....

Anyway, my next purchase will either be the M15X or M17X and this will be my 5th purchase from Alienware.

To all those people having problems with their machines, if you have a warranty and are the original owner of the machine, talk to Alienware in a professional and respectful manner and your issues will be resolved in a respectful, professional manner.

To those that have machines with no problems.....well what can I say.....ENJOY!!!!!

I don't want to start wars here, I like this forum and feel like I should start contributing and not just lurk about.....So HI Everybody......(Waves)...

Rod.

 

What a bad start...

 

I believe the hinge problem(probably quality control) is fixed with newer models...I have a mate with the m15X, pre-order model and strangely his lappy does not have hinge problems, yes if you open the monitor at 180 degrees it places pressure on the hinges and screen but he avoids opening up the monitor that wide...It's not a tablet pc.

I know you had problems and you went into great detail about them but like I said, Alienware will try to fix them if you are the original owner or are under warranty.

With most companies, new models of anything are prone to problems: computers, cars, phones...the list is endless.......Nvidia now has problems....Are they a Cr@p company? oh dear, they must be because they sold all these defect video cards.....I disagree, Nvidia is a great company that everybody buys from.....they just had some issues recently and are now trying to fix them...

I'm sorry about the issues you had but that does not make Alienware a bad company......

 

For a 2k + with the brand "best custom build notebooks" i would expect far more that a "let them try help repair the issue".

With 2k+, best custom build, blablabla, i expect a solid notebook running flawless. Not one i need to send in for repair every X month, and still fear that after warranty runs out i may end with a broken hinge.

And be far, nearly 12 person reported the same problem: hinge going awry. Or maybe all "misused" the notebook?

Such a problem would be ok if you are buying a Averatec or similar unknown cheap mass notebook builders, not from a "boutique" like AW. Not mentioning that it is disappointing to see that AW uses plastic, when some firms (like Asus) uses Titanium on the hinges.

 

Let's go by parts then...

You are talking without no knowledge of the issue. Most of the people that had the M15x treasured it and treated it with extra care. In fact, the only thing you are doing, is accusing these people of not knowing how to handle a laptop. That couldn't be more wrong...
More... No update on the chassis was anounced by AW. In fact, new owners still say that there's creacking and the construction is somehow weak.
More... not everyone will experience the same problem. If you just leave your laptop there with the lid open and never move it, I can bet you will never have this problem.

I didn't have many problems. I sent the laptop back to allow them to deal with overheating and build problems. Unlike what you are saying, they refused to fix my laptop and forced a refund (which I think has to do with my participation in this forum)

Unlike Nvidia, Alienware never acknowledged problems unless forced to do so (like, the GPU overheating and downclocking being posted in Engadget and all over the internet). I've never seen Alienware stepping up saying "We've had released defective M15x that are prone to break when opening the lid and being normally used". Nvidia did so... and guess what... That does not mean that all the "defective" chips will ever give any problems.



And to finish... I didn't post on this thread to judge Alienware. I just think it's funny that someone that has had several problems with his M15x and comes here to report those same problems, gets beaten up and offended by several users. I just think its a purely unrespectful and unaceptable attitude.

 

and which other notebook manufacturer did?

 

Well... Apple recalled some laptops, Sony did as well... etc... But you are right, I'm sure is not common.

But, that's not the point. The point is: the OP came here exposing his problems and he is bombarded with posts attacking him. Isn't this attitude abnormal?

 

I think your first problem here is calling it defective. I personally think that someting is defective when a majority of people are experiencing the same issue. Out of all the m15x owners here about 12 hinges got broken? Afterwards, compare that to all the other people with the m15x (and of course, maybe add to the hinge breaking problem, maybe, because not every AW customer comes here)?

 

Ok, it's not defective then. I don't mean to hurt your sensibility regarding Alienware. It's pointless to go into these sort of discussions.

As I said, I just participated on this thread because I really think that Xrod's attitude towards the OP is agressive, unrespectful and uncalled for.

"I'm not buying...", I mean... is the OP telling us all lies?
"...jumping on a bandwagon..." What does that means? That the OP mentally created the problems on it's M15x?

Anyway, let's leave it here...

 

xrod. i'm going to guess that you go by "boyd" on notebookforums. fanboyism from you as usual. you ran off so many people from that forum. good job ace.

 

That's a double face argument: How many have the problem and don't even know this forum? How many don´t have the problem and don´t even know this forum?

Basically, let say we got about 200 m15x users on this forums (which i doubt), 12 problems = 6%.

In my eyes, 6% is a big % rate for such a problem with a brand like AW, and we aren't talking about a "user may solve problem", it is a deadlock for those who ran out Warranty.

I am not saying AW is bad, or don't get the m15x,we are simple putting that the risk EXIST and shouldn't be simply overlooked. Any company has issues, and it seems AW don´t had luck with the m15x.

But hell, all online notebook buy is a gamble, the only advice we can give is: m15x only with the 3 years warranty.

 

the m15x is a fine machine.



JK this is not a suprise.

 

Haha horrible start man since you probably have no idea what you are talking about in the first place. Please before you come in these forums guns blazing and bashing everyone left and right please take the time to search through the threads. You must think you're so cool because you're older than everyone here and we are just all spoiled rich kids who complain about everything. Honestly a lot of people here know what they are talking about (apparently you don't but that's okay) and while I disagree with some of them honestly AW has degraded in quality.

Currently, my M9750 has been away for 2 months and my M5550 never worked properly for 14 months. I even have a repair log on my M9750.

 

I never thought of that. You helped put my mind at ease. I recently order an m15x 2 days ago.

Thank you.

 

Thanks Ennea for a good post, rep + because you actually posted your argument properly without bashing people.

 

I'm so confused with all these good threads and bad threads on the alienware m15x. I keep on reading all the threads about the m15x and stuff but there are always people with no problems and then there are thread with people that have like tons of problems with the m15x. I don't even know if i still want to get it anymore.

 

Thank you all. I'm just trying to help in any way that I can, as many of the rest of you are. Welcome to the family SolidGrave Don't forget to let us know what you think of it when you get it!

Fenrir84, it's really hard to judge whether or not these problems are actually that widespread. Currently there is no easy way to gather information from every m15x customer.

AzalnRex provides an accurate description, in addition to my own, of the problem we encounter as we try to accurately gauge the number of good or bad m15x experiences. So, you should check out our previous posts about that, if that is your concern.

Since, you're a potential new customer you may want to try to understand the perspectives of other recent m15x buyers as opposed to the very early ones. But, by no means does that mean I'm telling you to disregard early m15x owner's problems. Issues exist, a good amount of them have been fixed actually, but there are still issues out there (as with all notebooks, really). Yet, none of us newer m15x owners (that bought from a proper AW vendor) have encountered a deal breaking issue. And I think all of us intend to keep it that way with proper maintenance and care. In time I hope to see more success stories, but only time will tell.

Personally, I love my m15x. And I'm not the only one here. That's all I have to say about that.

 

You are incorrect, I'm not Boyd and I'm not a Fanboy. I'm just somebody who is putting their hand up and saying that I had no problems with Alienware...Get it?

Some folks are very defensive here, I already stated that I'm not starting a flame war...I never bashed anybody....I'm merely stating an "opinion".

Where are those pics of Scratches and penmarks made by Alienware? Still waiting?

Stone825, stick to the facts....why has your m9750 been away for so long? Whats wrong with it? Why has your m5550i not worked for 14 months? What did you do about it exept come here and complain....I have the m5550i and it currently operates as a server and is on 24 hours a day 365 days a year...no problems with regular maintenance and cleaning of fans....

Like I said, I dont get, If some people focused more energy on getting their issues resolved instead of running around on forums and complaining, they would get matters sorted out...But I suppose it just makes some folk feel better....

Chill People

 

@Xrod - See the funny thing is you say that you aren't here to bash people yet you accuse people with the M15x of bending their screen to far back and you accuse me of simply complaining while doing nothing.

How about you actually do some research for yourself? I'll sum my stories up for you.

My M5550 had its 7600 replaced around 5 - 6 times and the computer would never run properly. The GPU would always heat up to about 96C and then it would downclock so it wouldn't fry. They also replaced the motherboard and they replaced the heatsink. I couldn't send the computer in back to back because I was using it for school and while it didn't work for gaming, it worked well enough to be used for school which was disappointing.

My M9750 hasn't worked in about 2 months now. If you want to read more into it check my repair log. Don't say I haven't tried anything because if you notice that SLi guide I actually wrote pretty much that whole thing because I was sick of the issues with SLi.

So yea I hate to say it but I work pretty hard on getting all my issues resolved except they never do. I don't even want to go into how long I've been on the phone with the AW since owning their notebooks. So yes I'm sticking to the facts.

 

Boyd's MO on that other forum was "...killin me". sorry but it still sounds like you are him. oh well. we've already hi-jacked this guy's thread, and another person with a problem goes away.

 

If this is not bashing... what is it? What kind of comment to the OP's post is this? Do you think you are helping in any way? Do you think you are making any positive contribution? Maybe I cant' see far enough, but there's someone that comes here to expose their factual problems and what can you do or say? "...I just don't buy it..."!!! But... who do you think you are to jump here and make such comments? You should personally apologize the OP and refrain yourself from making such offensive comments. Honestly, if you wouldn't do more of these comments... it would only help this forum.

We are not for AW, Dell, HP, Clevo, etc... We should be for each other, for the costumer/consumer.

 

That's why i've been waiting for about 6 months since alienware first release the m15x. I was going to order it in may until i came to this forum and read all the thread on the m15x. Seeing pictures and people reviews on the m15x being crack after a period of time kinda scared me. So i waited till now. Cuz i know if people have problems like that and have to go through AW. I think AW would do something about it. That's why i keep on waiting for AW actually do something about those problems with the m15x. I guess the people who currently purchased their m15x didn't have any of those problems at all. So i guess AW did do something about it then. i thought they would just go and ignore it.

 

To solve your doubts: all "most common" (overheating, mainly) problems were fixed, that means that AW is doing a good work with it.

The hinge is a RISK, it may happen or may not. That´s why the only thing to worry about is: get 3 years warranty. Since you assure that, at least, you will have a "working" machine for 3 years.

Also, you should only be troubled with AW if you live in a country with poor mail system and die hard bureaucratic customs.

 

Ok here are the pictures, sorry for the low quality on some, but I had to use a 2.0 mp cell phone camera, as its all that i have right now.

Inside Alienhead:


Outside Alienhead:


Pen stabs(hard to see because of camera but I circled them):



Dead pixels(there are 3 but I just took a picture of one as an example):


Scotch tape holding LCD corner on:


I still do not have pictures of the ethernet bulge and speaker bulge, but if anyone here still wants continue to call bs on this I will gladly get them for you.....

 

You are joking that they used Scotch tape?

Btw, nice hippie AW logo

 

well of course AW didn't... i suppose the hinge cracked (number 11?) and now he's holding it together with tape...

 

I went to best buy today to check out laptops and i was checking out the macbook pro and macbook air. guess what the lcd lid is wobbly just like the m15x. most of the laptop has this problem i just went around and just to push the lcd lid to see and most of them do that. so that's ok. but yes i will definitely going to get 3 years warranty. cuz who knows what happens when you're run out of warranty after 1 year and you stuck but a crack hinges laptop and can't do anything about it. i feel like i'm gambling or something here. lol

 

Yeah the corner broke open and I'm holding it together with the tape.

 

You should send it back to AW to repair the crack.

And seems we got one more for the "cracking issue".