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    Convinced I'm chasing a dodo with Support here

    Discussion in 'Alienware' started by salanos, Nov 12, 2012.

  1. salanos

    salanos Notebook Consultant

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    After three months, I've yet to get a simple hinge replacement and re-paste scheduled from Alienware in the USA. Is it normal for support teams to simply drop communication like this, repeatedly?
     
    salanos, Nov 12, 2012
    #1
  2. DumbDumb

    DumbDumb Alienware !Wish money wasn't the problem.

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    no........
     
    DumbDumb, Nov 12, 2012
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  3. Quagmire LXIX

    Quagmire LXIX Have Laptop, Will Travel!

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    Hit up one of the AW reps here, they'll get you squared away.

    FYI also.
     
    Quagmire LXIX, Nov 12, 2012
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  4. Alienware-Luis_Pardo

    Alienware-Luis_Pardo Guest

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    Send us an email at [email protected] with your service tag and phone number. Please include a link to this thread, that way I'll dig up your case quickly.
     
    Alienware-Luis_Pardo, Nov 12, 2012
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  5. M11xDude

    M11xDude Notebook Consultant

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    That is not my experience. When I called support regarding my M11x hinge being broken, they arranged for a local tech to come to my work and replace it the next day! This was arranged even AFTER my M11x warranty has expired.
     
    M11xDude, Nov 12, 2012
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  6. salanos

    salanos Notebook Consultant

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    I did try. And I started this long before the hinge shortage was announced.
     
    salanos, Nov 12, 2012
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  7. Alienware-Luis_Pardo

    Alienware-Luis_Pardo Guest

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    I received your e-mail, there's no known hinge issue for the M14x. We can send it to our facilities to have it analyzed, they will determine the cause of the broken hinges and contact you if it's not covered by the warranty.
     
    Alienware-Luis_Pardo, Nov 13, 2012
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  8. salanos

    salanos Notebook Consultant

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    It's a squeaky hinge, not a broken one. The hinge was creaking even when I first took it out of the box, and Alienware Singapore tells me it's by no means normal, as do many other owners. But if this can't be replaced I can do without it. However at the very least getting a repaste would be nice...
     
    salanos, Nov 15, 2012
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  9. homank76

    homank76 Alienware/Dell Enthusiast

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    Why can't you do the repaste yourself? I've repasted my M18x and M11x without any problems, and to do the M11x you have to take everything apart...I mean everything right down to the naked mother board.

    Squeky hinge, can you post a video? Have you tried silicone spray?
     
    homank76, Nov 16, 2012
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  10. salanos

    salanos Notebook Consultant

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    Don't really have the time, and from my understanding their technicians will do such things. If it were a simpler notebook like the M18x, I'd do it myself, but for something that needs that many parts to be taken apart, let them do it. Squeaky hinge, post a video, can't right now, but I did take an audio recording. It's more like high pitched creaking than squeaking.
     
    salanos, Nov 19, 2012
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  11. Alienware-L_Porras

    Alienware-L_Porras Company Representative

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    I see that you mentioned that you are in Singapore but you need support in the USA, how are you managing that from the inside?
     
    Alienware-L_Porras, Nov 19, 2012
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  12. homank76

    homank76 Alienware/Dell Enthusiast

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    I'm busy at time as well, but it'll only take 45 minutes to take it apart and repaste it, put it back together again...that's taken your time. You've been waiting three months, surely you could of found the time some where.
     
    homank76, Nov 19, 2012
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  13. salanos

    salanos Notebook Consultant

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    As I tried to explain, it is in possession of my sibling who took it there for study, but she is returning in a few weeks and we had hoped to get it serviced in the USA. We've heard more positive stories of support from Alienware in USA than this.
    I'm busy lately which is why I'm also slow with my own replies. And to further the issue of self-disassembly and repaste, my sibling does not have the expertise either.
     
    salanos, Nov 27, 2012
    #13