Company problems.

Alot of you heard me talk about Alienware as a bad company. Thing is I seem to get a lemon and sometime fighting back is the only way to get it fix. I could of been one of the happy people going alienware great. I wish I had better luck on the lotto.

Some times it better to fight the company head on then go oh well I have a bad setup I have to deal with it. That is the wrong way to deal with a problem. Then have people here suggest a quick fix. I am sorry people a Quick fix is not how to fix a computer. The speedfan batch file scott mueller made for me. Was a temp fix untel I learn of the problem. When I did I went head on with Alienware.

The people who seid ACPI control in NHC. Are the ones that gave me the understanding of the problem. Then tell Alienware. Now they want me to show them the problem. Some times fighting the company and getting your way is best. No company want to see themself in a bad light.

Thing is I love the setup on the laptop I just did not like the way the laptop work. If I played a high end game I would have to play 12 Mins and then hit ctrl alt delete and turn off speed fan and start it again so the fan will kick on faster so it will cool down faster.

I did everything everyone seid here and it never work. laptop coolers, acpi bios and gpu upgrade. and about 50 other ways to fix it. I will say this again a quick fix is not the way to fix a problem.

Keep logs like core temp logs, take pictures, videos if you can. tech sheets when a tech comes to the house and return sheets. Anything to force the company you are dealing with to fix your computer. I did not have a computer for 2 months. Like Alienware no company want to make them self look bad.

Last thing NEVER GIVE UP.

 

So, what was the outcome of your situation? I agree you need to be persistent ... unfortunately this sometimes requires your notebook to be out of your hands while it's being repaired. If that's not done to your satisfaction, you have to keep escalating the issue until it gets fixed, replaced, or refunded.

Good luck with your situation.

 

um...that doesnt make me feel any better about my purchase i just made but hopefully the 5790 series doesnt have a huge amount of problems. SMILEY!

 

What I am saying is if you have problems do not let the company control you.

Hay shazzoz My laptop been on the road for 39 days with fedex and Aleinware. Just on repairs. So I agree it a Problem. This will be the 4th time sent to aleinware. But what change there going to call me when they get it. Mybe me showing them the problem will help.

People this could of been any manufacture not just Alienware.

 

Good Luck, Atol ... like you said, you can't give up. Let's hope they get it right this time.

 

hey Atol, what Alienware notebook do u have?

 

I was without my computer from 02/05 to 03/29, miscommunications everywhere, two misrouted shipments, unbelievably poor service. I let them know I wasn't happy, let me tell you. I have the computer back now, and it works great, *same setup as AtolSammeek and have no heating issues* and I have my own personal support rep. This rep has apologized right and left, and I told him that wouldn't cut it and that my satisfaction with the company was less than nil. I said I wanted compensation. So, I may get a G5 laser mouse, or a backlit Saitek keyboard, or another year of internet security subscription. *Pushing helps!

Plus, I have a CPU to sell, a motherboard, 1 GB ram, and a 1920x1200 screen that works just fine (one dead pixel that is easy to overlook). All told, almost... $700 worth of stuff.

 

cool mabye if i complain i will get some free stuff.

 

I might do what Audiose did But use it to lower the cost of a hard drive 160gb or 200gb.

 

AtolSammeek, a note for you regarding what I did. They actually made a mistake when they failed to install the upgrades. As such, and because I am a professional customer service rep, I went up the chain by asking for a "followup" to be sent to management. This basically means that my problem went to a "special issues" team, I got a personal rep assigned to the issue. The positive side to that is that the personal rep knows the issue. The downside is that he/she is the ONLY one who can handle your concerns from that point onward.

All this to say, I recommend going forward with this. You have said you shipped this in for the 4th time. That in and of itself is enough for you to call up. I should warn you from LONG experience dealing with customers as well as being a customer with various companies, that a logical case must be made from the issue. Inconvenience is a great tack to go from. I complained big time because I was without the computer for almost 2 months. I lost contact with Tom's Hardware as a result, and they are looking into compensating for that by sending me a keyboard, mouse, or 1uping the internet security subscription.

Be careful, but you do have a case to make, so make it. If you need to escalate, tell the agent you would like to have a follow-up submitted - only after talking to a supervisor who will not be able to help you. Sorry for the extra step recommendation, but it's vital to establishing call control. Let the agents do what they can/can't do, but after that, go for the follow-up.

 

I basicly sent it back 4 times had a tech look at it once. I know being off line is not fun. It held up a trip to texas for 4 months. One thing they know I can't drive I have not driven in 7 years due to Seziures. They sent out the fedex to my house 4 times. Closes Fedex drop off is 50 Miles away. I dont have a printer Never needed one.

Question Audiose you ever get your vista for the laptop or no. I order it about 2 months ago and still did not get it. Before you go why do you want that on your system I installing windows xp pro on a flash drive. Look up windows in your pocket from Tomshardware.

 

I would love Vista, I have not purchased it because of a sound card compatibility (I use an external solution)
Great idea with the flash drive.

 

Well they seem to hold onto the laptop for 6 days. So they must of done more research on the problem then a 3 hour wonder.

One thing I did notice alienware has 2x 2gb chips now. So now it 512 mb, 1gb, 2gb and 4gb. But man the price is $600 each total of 4gb is the same cost I payed for the laptop.

 

Whats up AtolSammeek, its Trustco1991.

I'll follow up with you after my desktop is back in my hands. Bestbuy said that everything was fixed on my computer except for the front USB port, but I don't really care about a front USB port enough to have the computer sent back for another 3 weeks.

As of now, my laptop still loves shutting down on me, and it loves overheating after 20 minutes of playing games, OH YEA!

Yea man, I would just keep on sending that back, then after awhile try to get your hands on the m5950 or something thats a little bigger, but won't overheat I hope. I have a 4 year warranty on my laptop, which means I'm keeping it for 4 years, so I want it to be as good as possible, and I'm still thinking of getting my money back if I have to send it in over 10 times. Ill let you know soon, I'm going to pick up my computer either tomorrow, or this weekend.

 

I will let you know today if the computer fix or not. But I sent the 3 last invoices of the problem of what they replaced.

 

Atol, have you tried sending in a sheet of paper with the laptop that includes the problems you are having? When I send this in (pretty soon), I will be printing out a list of problems that it is having for the repair guys hopefully to look at so that everything is fixed. You may want to try it, or if I do first, I'll tell you how it goes.