Faulty monitor casing "not covered" by warranty. I am NOT amused.

I admit, my response to them was very blunt, but I don't believe I was insulting. I made sure I got the point across that I was angry, but I don't think I was distasteful.

Alienware-James was more than helpful, but the problem I have is obviously not with him. It was the fact that they claimed the damage done to the laptop was considered physical damage, and under their warranty, the only physical damage that they could be claiming is misuse, abuse, or mishandling on my part. In laymans terms, "you broke it, so you pay for it."

I purchased the 3-year warranty to keep from having to worry about this kind of thing happening. The fact that they waved the fees for the repairs is like a guy handing you a tissue after he just broke your nose for absolutely no reason.

I spent +4Gs for this laptop. I shouldn't have to worry about it falling apart after a couple months of use, especially when I baby it...

 

Hmm...i see in a way where you are coming from Jayonhavok. But you saying that you have no problem with Alienware-James but you have problem with Alienware doesn't make sense. Alienware-James is a representative of Alienware, thus when he helps you out Alienware helps you out.

And your metaphor regarding they broke your nose and then handing you a tissue is a interesting way of looking at it, but i can't see how that is similiar to what happened to you. Alienware didn't go home to your house and smash your computer and then said it was your fault (i.e. they didn't break your nose). From my understanding it is more like your nose broke randomly because of weak bones and then when you call up God to fix it he says it was your fault and you'll have to bear the pain. But then one of his angels says you really didn't break your own nose so then he agrees to fix the nose for you.

 

lol.... Well, I don't have a personal problem with him...

I guess we have to disagree on the metaphors though....

 

LOL, thats a pretty good analogy and I agree with it

 

See, I simply can't agree with this metaphor because by your same logic any stupid American who has visited a different country and made a complete ass of themselves is assumed to be a representative of America as a whole, and that is simply not true.

It is a realistic impossibility that every employee of a company is an identical drone to the others; some perform better, some perform worse. Now, we can all agree that AW's CS department is certainly sub-par, but--in this case--to assume that the specific case (James) possesses the same characteristics as the general whole (AW CS) is not only unfair, but incorrect if multiple accounts have been given contradicting those assumptions (Jayonhavok's statement that he was helpful, and others in other threads)

 

Alright, i guess we'll have to disagree. I see your argument and i see the logic behind it that all employees in a company are not performing at the same level (they are not drones). In my defence, i would just like to point out the difference between being born in a country, and chosing to work for a company. With my previous statement i don't mean that any individual resident of a country is a representative of the characteristics of that countries populaton as a whole cause you can't chose where to be born, while a company can to some extent chose which employees it wants to employ.

But now i'm steering this waaay off-topic from the OP. I apologize for that.

 

I got the same message as Jayonhavok: whatever charges weren't covered by the warranty [which I'm still confused about] have been waived, thanks to some strings-pulling by Alienware-James.

Thank you very much, James. While I still don't understand what in the world just happened, I appreciate your help.

 

If a system arrives with physical damage, it may determined by our technicians that the damage was accidental, in which case we refer to our warranty. Please remember that, unfortunately, we do not cover misuse, mishandling (accidental) or abuse for our systems.

Fex and Jayonhavok,

I am still following-up on both of your cases and will continue to communicate via PM on your progress.

Thanks!

 

I think people are trying to get a little too deep. We're upset about our new laptops falling apart, and someone having to pull strings just to keep us from having to pay for it. This problem SHOULD be covered by the warranty, since I don't believe opening and closing a laptop could be considered misuse, abuse, or mishandling...

I hope I don't come off as rude. I apologize if I do. I'm just frustrated, and impatient...

Alienware James- Thank you for your help. At least someone in AW is taking this seriously...

 

"Thank you for choosing Alienware. Your order shipped out
today via Federal Express. Your Fedex tracking number(s) are provided below.

Alienware order# #######

Tracking Number #############

Remember to make a note of your tracking numbers in case you need to
check on the delivery status of your order."

And they never even responded to my complaint! WTF??!!

 

@Jayonhavok - You could get your system back with the issue. I remember when I sent my M5550 because of overheating + a mouse issue they didn't fix either. The mouse wouldn't click and they sent it back broken even though they said they would fix it. Kinda makes me wonder if they even inspected the laptop as a broken mouse button isn't THAT hard to find.

 

I hope you're wrong Stone, I truly do... but at this point in time, it wouldn't surprise me. I just hope Alienware-James has some updates for me to keep me from totally losing it.

Any other time that I've emailed AW through the discussion board, they've responded within 24 hours. It's been two business days since I emailed them with the complaint, and nothing... I hope they don't think I'm just gonna go away after I get it back...

 

So they didn't say anything about the screen issue and they already sent it back, that's a little wild. If you get the laptop back with the screen coming off you know that their repair workers are complete idiots and don't even open the screen of your system when they repair it

Good luck though man.

 

I agree with Stone. I sent my laptop 4 times for repairs on overheating.

Then when I wanted to exit out of sleep mod my Wlan would not start up.

 

Ditto, that's the thing I'm confused about.

I appreciate your help very much, James, and I'm glad to hear I'll be getting my machine repaired for free, as expected, thanks to your intervention. My case, at least, seems to be heading towards a suitable outcome.

I do think there's still a serious issue, here, that hasn't been dealt with at all. It sounds like AW is trying to reduce all physical damage to either accidental damage (inflicted by the user or by uncontrollable circumstances) or mishandling damage (inflicted by the user).

What about manufacturing defects? Aren't those what the warranty is designed for?

If the story is that Jayonhavok's machine and mine were both damaged as the result of anything other than a manufacturing defect, I'm really not sure what to say. It seems silly to think that both of these nearly-identical cases resulted from freak accidents (especially when the machines show no signs of damage or tweaking).

Furthermore, if the way I treated my laptop constitutes misuse, abuse, or mishandling, then I do not recommend the m15x to ANYONE who needs to use their laptop for strenuous activities, such as opening or closing its lid. Apparently, that's too much for the poor machine to take.

I really don't mean to be a hassle, and I'm very glad to see that my problem is being dealt with. Maybe I should just shut up, cross my fingers, and hope that the screen doesn't pop back open on the ride back home.

 

LOL... I hardly believe this is coincidental. We both bought ours around the same time.

I guess you and I were too excited to listen to our lids creak as we opened and closed our m15x's...

I believe if things don't go our way, that NEITHER of us should shut up... I believe we need to say MORE if we are not given straight-forward answers...

 

@Jayon - That is disappointing that your screen can't open and close without breaking because I can do screen push ups with my M9750 all day Hehe just kidding. Let us know what the results are.

 

I'm sure someone will come and say the following "Just as long as you can game, what does it matter if your lid is broken? Connect it to an external screen."

I hope you guys will both get it sorted. If not... You guys have plenty of evidence to make a case and bring them to their knees. Let's hope it doesn't come to that.

Good luck.

 

Haha, well Stone, I get your M9750 can't BELLYDANCE like my laptop can once it's open! All I gotta do is give my desk a slight bump and it's ON!.........sigh, now I'm even more depressed...

 

@Milcs - Hehe pretty good man. It's like all the people saying "What does it matter if your case is cracked, stop *****ing about your laptop." or "Why does it matter if the touchpad sucks, it is a gaming laptop" but they don't realize that $3K is a lot of money for some of us here. Ugh ignorant people who don't know the principal of things.

@Jayon - Yea my M9750 can't bellydance, it is kind of dissapointing but I'll live with it. I wonder how hard it would be for AW to tighten up the hinges on the screen or simply replace them?

 

Bellydance is a way to put it... And my M15x bellydances sooooooo well!

 

Considering when I looked into the crack, I could see the bump stop used to be screwed into the hinge, and the hinge was actually causing problems to open and close it after it snapped open, tightening might help, or it could make it snap that much sooner... I honestly don't think the hinges they use can take the weight of the screen... pretty sad...

 

Hmm I want a M15x user to take a video of their screen wobble because I would like to compare it to my M9750's wobble (really there is none) to see how bad it is.

 

In other AW warranty news, I ordered on Monday and left the warranty at the standard 1 year. Then the next day I started having second thoughts and decided to get the 3 year. So I called them up and added it to the order for $300. Then late last night, 1:05AM, I was sent an e-mail saying basically that I should get the warranty upgrade because repairing laptops is expensive. I didn't bother looking at it since I already did it. Anyways, out of curiosity I hit the link in the e-mail today and guess what? That $300 had gone down to $265. I know it's not much but still, that's a load of crap.

 

well thats the thing AW will lower the price to try to get you to buy it so if you buy with your system then you pay the regular price.

 

3 Business days, and still no response...

Where are is Alienware-James? I'm gonna make some phone calls tomorrow if I don't get any answers...

 

I think stone right. I would like to see this so called wobble. From a M15X and view it with my M5550 I will be sending back next month when the M17X comes View it with my Pro Star and Acer laptop wobble.

that would give me a idea how bad it is. for it from 4 differnt laptop makers

Uniwll, Acer, Clevo suger, and the new laptop make model.

 

Apparently AW didn't even realize I sent in my complaint email...

 

There you go Stoney. That's the wobbliness everyone is talking about. It does exist, it's not only a myth...

Ups, forgot to put the link: http://reviews.cnet.com/Alienware_Area_51_m15x/4660-13855_7-6826250.html

@Jay- Hang on in there mate. You know you have us all here to support you you.

 

No, I mean literally, they had no idea...Alienware-James PMed me and notified me he hwas unaware of any complaint sent in...

But I do appreciate the support!

 

Hehe that was some funny wobble when he turned the system. I'll make a crappy video of the M9750 so you guys can compare the build quality (I don't have the time right now to make a good one sorry )

 

So, is it just me or that wobbliness is completely unnaceptable?
That was what I had with mine. Exactly... Every little shake and the screen is dancing like crazy.

 

I just took a video and I'm going to upload it to youtube now and post a link. By the way I say UMMM like 800000 times cause I wasn't prepared lol.

Edit: I have to compress the video down so I can upload it you youtube. Btw I didn't shave or anything so I look like a bum.

Edit 2: Its uploading now so I'm going to take a shower and shave.

 

More like UNCALLED FOR...especially out of a premium system....

 

Made a new thread and posted the vid.

 

I'm happy I'm not crazy then!

 

I've always felt that way. God forbid if I wanted to watch a movie on a plane! When I accidentally bump my computer desk, the m15x starts wobbling like a bobblehead...

 

Better hope you don't hit turbulence then or it might snap off

 

Alienware-James is getting business done. He is talking to the appropriate reps about my complaint. Hopefully I will have some answers pretty soon.

 

Jayonhavok,

I'm still looking into your inquiry regarding your repair. I'll make sure to keep you up to date.

Thank you

 

Thanks James for helping Jayon out.

 

Yes, thank you James. I appreciate your help. Please let me know when you have any updates for me.

 

Yes, thanks in fact.
James contacted UK CS and they are giving me a new laptop to substitute my old one.
I really think that CS is positive... I just hope the new M15x I will receive will be as good.

And good luck to James and Fex.

 

milcs, I'm sure that whatever they CAN do to make your new machine function flawlessly, they will. They'd LOVE to have you giving glowing reviews and recommendations on NBR.

 

Somehow... I believe that. I can be a royal pain...
But as long as there's injustice in the world... I'll be there shouting!

 

Congratulations Milcs! I'm very happy to hear that you're being taken care of!

 

I will only be completely happy when you and everyone else is "taken care of".
So, what's happening with your system by the way? What's the latest news? Did they actually sent it back?

 

Um... hmmm... so far I know that my laptop was sent back to me. That's about it. AW-James and AW were unaware I even sent in a complaint. I emailed it to him, and AW-James is talking to the appropriate reps about my complaint. That's about it so far...waiting for an update from James. I have not called CS since AW-James said he'd like to take care of this through PM. So far he's done well, and I'm thankful...

 

I think it waiting to board the UFO there Fex. I know the Waiting game is a Pain in the rear. I see the same type of Message. I think we need to contack Spock beam it here.