Disgusted with Alienware

Okay, so I was a happy m9750 owner when first coming to this site but Alienware is really showing their true colors lately.

My first problem was twofold, with a cracked hinge and self power-down where the computer would not boot. Resetting the cmos battery got it to boot and I sent it in for the cracked hinges. They did a swell job with the hinges and sent it back but would not do any further diagnosis on the computer because it was "working."

About 1 month later the screen went dead. Sent it back in and they found it was a bard video card. Of course, they didn't have any in stock, so it sat there for an extra week before they found one and sent it back.

I had it a whopping 6 days until the screen went dead again. They offered to send another video card and said it would be here about mid-week. So I wait, and wait. No card. I call back and it hasn't shipped. They are not sure whether they have them in stock again. I ask to speak to a manager about this and I'm told that the manager would just say the same thing, "Call back Monday."

A lot of good an extended warranty does you when your time is spent shipping it to and from Alienware or sitting dead on your desk while they apparently scurry for refurbished cards to get you along just long enough to make it look like they're honoring a warranty. Over the past 4 months I have probably had a working computer for 5-6 weeks.

Just a warning to those of you salivating for the next all-powerful paperweight.

 

wonder...why not blame the maker of the video card as well?

 

1. The maker of the video card didn't provide the warranty.

2. The maker of the video card did not fail to diagnose the problem the first time I sent the computer in.

3. The maker of the video card did not replace the first video card with something that was clearly refurbished.

4. The maker of the video card did not tell me the card would be here this week, then fail to notify me they never sent it, then become unable to tell me if they even had any.

 

Yea im pretty pissed at AW recently, I called 3 weeks ago about shipping screws for my M17 HDD, no response So i called again they said they would refresh the order, its been two weeks I really am disliking the recent AW/Dell tech change.

 

1. but AW did not make the video card.

2. they replaced the card as you stated. the unit worked for them prior to returning it to you. while you had experience in other signs and symptoms of issues, i have to agree that they should not attempt to find problems with the unit if they do not show up for them. this adds to additional man hours that would then need to be justified. if the additional problem you had did not show up for them, i have to side with them, and agree that returning the unit to you for less time at the depot was the best option available. (unless you desire for them to replicate the problem forcebly and maintain the unit at the depot for an unspecified time.)

3. how can you tell for certain the replaced unit was refurbished?

4. i can agree with this part.

 

Those 7950m GTX cards are getting harder and harder to come by. Even third party resellers are having a hard time getting them.

I'm truly sorry for your misfortune, but you actually have no evidence that the next gen laptop will be a paperweight.

I understand you are very upset, but flaming on a product that hasn't even been released yet wouldn't be fair or accurate.

Good luck with your M9750. I hope your problem gets resolved soon.

 

costumer service and 200 quality points ftw
search here where to buy graphic cards: http://forum.notebookreview.com/showthread.php?t=371002

 

The new "All Powerful" series is being made in conjunction with Dell, so I have more faith in their products now. Dell builds pretty solid machines (in my experience anyway).

 

The M9750 and the M17 have proven to be very solid machines as well! I can attest to that as I own both of them. My M9750 got tossed all over the world on planes, ships, small boats, and in several deserts for more than a year and a half.

I have never heard of chronic issues with the M17X either.

 

But they did charge for the warranty and should plan accordingly with procedures such as, oh I don't know, having parts in stock perhaps. I would not have become discouraged over a bad video card, it's their process around handling the event that is unsatisfactory.

 

True, the m15x is the system that had many chronic complaints. Personally, I can't wait for whatever new m15x comes out. It should be pretty awesome considering how promising the new m17x looks.

 

I do feel bad for the 15X owners that had a hinge issue. Everything else about the 15X was great.

 

Didn't it continue to have an overheating issue when fully configured- even the new ones?

 

Okay, a bit of a cheap shot, I admit it. The point is not to flame any individual product. I don't expect a gaming computer to run for years without a hitch. They push the edge, they run into problems. The problem is with Alienware's lack of competent support to meet the answer when a problem arises. They should either stop kidding themselves by offering extended warranties on products where the parts are unlikely to be available, plan accordingly to stock the needed items before they run out, or have a back-up plan for their customers when it happens. Package that up with a support team that has a clue of what is going on and it would go a long way.

Thank you.

 

When you do get your system back check the temps of the video cards, when mine came back for repair there was too much thermal paste on the cards resulting in them running hotter than usual (Still within specified limits though), which ultimately would lead to a lower lifespan of the cards. You can use HWMonitor for this.

 

The 7950GTX has been difficult to come by for over a year now, i can understand them having problems. You may have to get 8700m s if you want the system back within a reasonable amount of time.

 

The main problem is the lack of 7950s as people above have already said. While that might not be AW's fault, I do find it a bit wrong that they said you'd have it in a week and you didn't, with you calling back for them to tell you that they don't even know if they'll get any.

I hope your issue gets resolved. As the person above me said, you might well have to get 8700s.

 

This could be another option for you Jason:

http://forum.notebookreview.com/showthread.php?t=385973

 

don't blame the manufacture for the vendors costumer service faults. m17 is a good quality machine.

 

To be honest, I'm a little disturbed with people blaming their problems on the new Dell-Alienware aquisition. Alienware has always been known to handle all their issues exactly the same.....with or without the aquisition. Also, if you read the terms of thewarranty agreement, Alienware reserves the right to repair the latop with new, or like-new, hardware. This means that refurbished parts isn't out of the question. All major computer manufacturers operate the exact same way. I've been a technician for quite some time, and I've seen refurbished parts go into machines both old and new.
Now I do realise that having a part go on backorder can be a killer in most cases. However, we all need to understand that Alienware can't just materialize a a part on the spot. They're a victim of waiting for the manufacturer to provide (Nvidia or ATI), just as we are a victim of waiting for Alienware to provide (The system repaired). With that taken into consideration, nobody should ever rely on one sole piece of equipment for everything. Everything breaks, and we need to be prepared for it if it does in fact happen.
Now I do understand that Alienware needs to assume a certain amount of responsibility for quality control, endurance of the systems, and part waits. But realise that Alienware has many things it needs to work on, and the new aquisition (Dell-Alienware) can only improve that.
I think it's funny how a good majority think that a gaming machine breaking down once, or more than once, a year is normal. Asside from surges, accidents, and the occasional flaw in workmanship, this is never normal. A properly built machine should last at least 2 years without a problem. This is something Alienware needs to work on (or work closely in conjunction with ODMs). But I honestly think the new aquisition should supply stability. It's already self evident in the design of the new m17x.

Gabe

 

Hi Gabe,
I have to agree with everything you said. Well put! I think Dell has always maintained a popular computer company and I find their customer support to be outstanding. I love that Dell (which already had the awesome XPS systems) has taken over Alienware! I have recently ordered a Alienware m15x, but my previous desktop purchased from Alienware was rather disappointing. Every single time I would call I was unable to understand what the rep. was talking about and just fixed the solutions myself (reformatting, updating drivers, etc.). However, this last time I called when verifying my credit card had taken the block off so they could successfully charge for the m15x I was so excited at a) how clearly the person on the phone spoke, b) how quickly I was able to be helped, c) the person on the phone helped me even though I accidently hit the wrong button and should have went to billing, and d) the email follow up asking if my problems were resolved with my credit card's automatic fraud response. I had to rate their customer service on that experience a 10/10 because they did everything properly and treated me like a customer!

@Original poster: I understand your upset but these things happen. I hope your system gets fixed soon so you can resume gaming, such a shame! Good luck friend.

 

I will now point you towards this thread:

http://forum.notebookreview.com/showthread.php?t=385973

Cooking the card to make it work sounds absurd but when you think about it, it makes sense, resoldering the card and fixing any microfractures in the solder.

I'd only recommend it if you've completely given up hope with AW and/or need to fix your laptop ASAP.

 

should I put some salt? lol joking

 

i agree with every thing you said Gabe

 

I found out today that indeed they have no cards in stock. One difference today is that after explaining the history again they offered to extend the warranty by a month. I think that is a fair and reasonable offer so I appreciated that much.

To Gabez, I can say that I pretty much agree with your post, although I never suggested that the Dell acquisition had anything to do with this so I hope that remark was directed to someone else.

To the others suggesting I just receive an 8700 card, I disagree. Alienware is supposed to ship products that have the same performance as the original and that is not the case with the 8700s replacing the 7950s. Even they agreed on this point.

Since I'm waiting anyway I just may take a stab at baking the sucker. I can't wait to see the look on my wife when she sees that in the oven. She's gonna think I've really lost it now.

 

put on a baker's hat for dramatic effect. also, be sure to explain that the thingy roasting in the oven is in fact the most expensive and important part of your beloved and rather costly notebook.

 

Better yet, I'll tell her it's the card from her computer and that I just "want to try something."

 

fantastic for more lulz, cut out a piece of paper the size of the card, place the piece of paper on a cutting board, shake copious amounts of salt and pepper on and around it, and then remove the piece of paper. be sure to preserve the outline... mutter something about "plain taste otherwise" if she asks about the suspiciously-GPU-shaped outline

 

Let us know what happens.

Also, ask A.W. since they don't have any 7950 GTX's, that you would accept a pair of 3870's.

They will likely say they haven't tested that though.
ichime has done it and it works.

 

Heh, I tried that the first time when they were out of stock on the 7950 and that's what they said.

 

I would stick to your guns on this. They must replace your card with a card of equal or better performance. If they can't do that, then they must replace your whole rig with a laptop of equal or better performance.

 

i agree with Rob they have no right to give you LESSER performing parts

i understand maybe a used GPU because it would be a waste not to ... but less performance is unacceptable

 

Well Rob, I do appreciate the suggestion but unfortunately it did not work for me. It was entertaining, as well as mildly rewarding to be doing something with the m9750, but it's still exhibiting the same behavior. Looks like it's back to waiting...

 

I would tend to agree that they should replace it with at least one if not two HD3870 cards if they cant get the 7950GTX's in a timely manner. Alienware-Armando said he had passed on the information that they were compatible I seem to recall, pretty poor if they still havent tested them themselves yet. On another note - there seem to be plenty of 7950's on eBay at present so if you were really desperate you could always go down that route.

 

So I received my new 7950GTX graphics card yesterday. It took 2 weeks for them to send me one.

Prior to receiving this card I had no display whatsoever when turning on the m9750. After receiving the latest card, I could now boot and get a readable display, but it is exhibiting strange behavior. It seems like any pixels that ought to be white are blue, and there are a lot of red dots, and some red, wavy vertical lines that appear at certain times. For instance, when the Alienware head appears from the bios screen it has red streaks all around the head. When I plugged the laptop into an HDTV display however, the colors looked fine so they're thinking something also happened to the LCD when the last video card died. So I've sent my laptop packing again for the third time in 5 months with little confidence that I will have a long-term working product when it returns. It has only worked 6 days out of the last two months.

 

I just feel bad for all the users who paid 4k for the original M17X and now comes this baby which is way better and 1/2 the price.

 

Such is the price for loving technology!

 

I feel sorry for the ones that bought the original m17x two months or less before the new M17x came out.

 

My next lappie is an Alienware. Before I spend all the $$$ on it though, their product and service backup has to improve in leaps and bounds.

Alienware pushes boundaries. Good thing. Just engineer it to be reliable guys.
And if it is reliable to begin with.....service backup should not ever be an issue. Because the product was well designed in the first place and hence failures are few and far between and then an engineer can sort the problem directly with the customer if needed.

It is not like you are selling a cheap product to the masses.

You are selling a premium product at the premium price.

Give the premium backup that the customer deserves.

I will wait two years. It is a goal of mine to buy the bestest, meanest machine you guys have ever built.

There is motivation for you. I know what I want. Can you make it happen?.

Reliably????

TeeJay44

 

DEll service is quite nice

 

Hey, moo you got a bid on your lappy!

 

I beg to differ my friend.



Hello Mr. R****;
Per our conversation yesterday in reference to your complaint filed with the BBB. I engaged the technical management team for Alienware and escalated to the Executive level. After researching the details associated with your case; Dell Inc. and Alienware have made the decision that a refund or return will not be approved for the following reasons.
• You are outside the warranty period and the technical issues did not occur until after your warranty expired.
Alienware Techs replaced your Bluetooth, Motherboard and Chassis even though the system appeared to have been dropped and your warranty had expired. The Alienware technicians performed thorough testing before returning the system to you and there was no issue with overheating at that time. After the system was returned to you, Mr. Ortiz said you replied to confirm it was working as it should.
In reference to the technical issues you are currently experiencing. Mr. Ortiz has agreed to make an exception to the warranty period again. If you would send the system in for diagnostics, he will determine what is causing the current issues you are having and he agreed to repair as needed.
This is the final offer that will be made. Please be advised that If you are in need service after this technical issue is resolved, there will be fee and there will be no return or refund approved.
Mr. Ortiz assured me that a promise for a full refund was never offered. If you have that in writing, please send to me.
I know this is not the resolution you were seeking, and Dell Inc. is aware you intend to take legal action.
I will reply to the BBB with the same information provided in this email.

[contact info removed by moderator]




We all know the M15x has hinge problems... come on dropped??

 

We all know Dell has an awesome reputation of their awful service.

 

That's like buying a new can the year before the update the model. However, there's not need to feel sorry for them. It's most likely they got a great price and still have a high-end state-of-the-art computer. Besides, it' not likely the new M17x will be able to do anything more than the previous M17x can.

 

This is a reminder to keep all personal contact info out of threads - do not copy and paste customer service rep's emails, phone numbers, names, etc; it is not allowed on these boards. It's called respect. Thank you.

 

Sorry I just pasted it in a rush. Check my other posts. I always blot there info out. Won't happen again

 

I wish I had your service then. Mine has been hiddeous. Call transferrs* that go nowhere. Service Managers that are supposed to call back and never do. (Or they call back with one ring and then hang up.) Conflicting information between emails and phone contacts.


*my record so far is 6 call transferres during one phone call. Each one promising me to connect to the right person before the last one connects me to a busy signal.

 

seems to me they did quite a bit above the terms of agreement with you.
while not privy to the whole issue, they did (as it seems) repair/replace/look at the unit even while it was not under warranty...
to this end, they are still willing to fix it outside of warranty...short of replacing or refunding.

so you may want to explain how they are not nice...

 

He has another thread in this forums. Check it.

 

see bolds...

i read his thread. and i still say there is more to all of it then meets the eye.

while people have experienced broken hinges, if you read his posting there are several things that just dont fit...