Dell Support Via Email

Hey guys and girls,

This has been a long time coming, but I am going to attempt to get my M17x R1 repaired/replaced due to the stuttering/freezing issues that I have continued to endure since I bought the thing back in Dec 09.

My only problem is that I am UK Forces overseas, and I do not have the resources to make telephone calls day in, day out. Is there anyway I can either start the ball rolling or get tech support via email?

I have searched the Dell website, but can't find any options.

Any help would be appreciated.

Wolverine

 

Use link below its better than going through Dell uk site.

Alienware : The Ultimate Gaming Machine?

 

1. Hey, did you try online chat?
2. You can possibly get support from US if you use Skype - it's pretty cheap to call US with it.

 

Nice 1 by the way the UK support is in Slovakia pretty good blokes.Hope it works out

 

I wouldn't use email support. It states on their website it is for more simple and non-critical issues. You should call if your issue is severe enough to warrant a new system.

 

afaik, online chat still does not support the M17x. Whenever I put my M17x's service tag in I would receive a similar error message.

whatever that means.

 

So an update,

Got on the phone with the AW Tech in Slovakia.

The Steps we took so far are as follows:

- Ran a system diagnostic = No problems detected
- Ran 3D Mark 06 = Score was about 11000
- Re installed OS after deleting recovery partition
- Reinstalled current drivers in order

Results:

Still getting 'hard locks' every few hours
Still get latency issues when running MP3 and DVD
Still drop FPS in games intermittently. (Crysis and BFBC2 are virtually unplayable even on low settings)
Battery still not charging, although a new powere adapter is on the way.

I have been asked to test all these faults with the new power pack, as the Tech believes this will cure them all. I somehow doubt it.

I am thinking of turning this thread into a running commentary on what to expect when going through the technical support/complaints procedure. Anyone having the same issues will then know what to expect.

@ MODS, if you see this, please re-name this thread to "What to expect when calling Alienware Tech Support"

Wolverine

 

Uh yeah it's kind of a long shot to expect everything will be fixed with a new power adapter.

Why it may work is maybe if your computer is setup to some low performance/low battery usage mode when it's working on the battery. You could test it (if you have any battery life left) by trying a "High performance" power scheme in Windows (duh Dell...).

 

Update:

So I have emailed my rep the results of the fresh install on Thursday. So far had no reply and I am just waiting for them to get in touch. If nothing by Monday, I will be straight back on the phone. It seems as though I should be taking the initative with all comms with Dell.

 

Please continue your posting here -

http://forum.notebookreview.com/ali...placement-systems-warranty-repair-issues.html

Thanks.