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I promised myself that I would not write my review until a few months had passed. I'm glad I did.
I understand that some customers have had perfectly harmless experiences with their m15x, so far. I have all of the envy in the world for them, and I congratulate them on their good fortune. You are very welcome to respond here: it's important to inform potential buyers of the whole picture, the good and the bad.
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Fex's Review:
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I was giddy like a schoolgirl when my Alienware m15x arrived. I had spent several weeks comparing my options, and had finally been enticed by the m15x's claims to be one of the best high-end gaming laptops on the market. When I opened up the box and set up the laptop, I was overwhelmed by the "shiny new" feeling. I was enthralled by the fancy lighting, the built-in camera, and the machine's magnificent gaming specs.
A few months later, that euphoric feeling has passed, and the many flaws of the m15x have become apparent. Since I received the m15x, I have dealt with some of its more bearable design flaws and manufacturing defects, including:
-Overwhelmingly weak, tinny speakers
-Terribly webcam and built-in microphone
-Wobbly and loose screen hinges
-Keyboard latency and double-entry twitches
-Unresponsive touch-sensitive controls, especially when used in tandem with peripheral USB devices
-Monitor failure to fully resume after hibernation
-Aesthetic issues: several noticeable dimples and paint drops and a spot of chipped paint, upon arrival
-Overheating and downclocking issues (which have been hackpatched with a BIOS update)
-Dysfunctional security lock
It was about three months after I received the laptop, however, when the serious problems started to emerge. Over the span of 48 hours, my speakers fizzled out and went dead, my monitor casing popped open while I was opening the lid, and several pieces of the machine's inner workings rattled loose and fell out through the cracked casing.
When I came here to check it out, I noticed that others had encountered the exact same problems. Apparently, the monitor casing sprung because the hinges are mounted on cheap plastic. This is extremely surprising, given that even the cheapest of laptops will typically use metal mountings. More importantly, it means that the problem is likely to happen to anyone else at any time- it's only a matter of time.
I contacted tech support, as well as an Alienware representative on the forums, and arranged to have my machine sent in for the repairs. I assumed that the problem would be fixed for free, since manufacturing defects are covered by the warranty. At that point, I figured that my problems were no big deal: a week in the shop for repairs, and I'd have my baby back. The customer service representatives were very friendly and helpful.
About two weeks after I sent the machine in, however, I got a call from AW repair center - my first contact from them since I shipped the laptop in. The representative begrudgingly informed me that the damage to my laptop was not covered under warranty. I wasn't quite sure how this could be so, since the warranty very clearly states that it covers all manufacturing defects, with the exception of accidents outside of Alienware's control, and damage resulting from misuse, abuse, or mishandling.
Alienware did not explain why my case was not covered by warranty, they simple told me that I would have to pay in order to have my chassis fixed. I assume that they intended to blame me for the damage. Giving them the benefit of the doubt, it may have been because I was one of the first people to report the problem. I get the feeling, however, that they simply hoped I would cough up.
At this point in time, I was distinctly unamused. I returned here and posted a lengthy discussion of my situation. Several users began to post that they had cancelled their m15x orders and decided to purchase a different machine. I'm glad to know that I helped others make a more informed decision before they gambled their money on the m15x.
Needless to say, I got a speedy response from another Alienware representative. After a little persuasion, he still maintained that the damage was not covered under warranty (without explaining why), but agreed to "waive the fees" that customers normally have to pay for similar repairs.
After another couple of weeks, I received my laptop back. The repairs were less than satisfactory. According to the repair slip, AW replaced my front panel, motherboard, sound card, and keyboard. The monitor casing had been replaced, but there were still several visible signs of the damage, including a gap between the front and back panels of the monitor casing, and a bent/warped corner of the casing. Futhermore, the hinge still appears to be mounted on plastic, and not metal. It is only a matter of time before the problem recurs.
What am I supposed to do when all of these problems resurface in a few more months? I'm a full-time media student and a small business owner, not to mention an avid gamer and a freelance web developer. I didn't pay $3600 for a machine that's going to be in for repairs every few months, and I certainly didn't pay $200 for a warranty that Alienware ignores.
Alienware has lost my vote of confidence, and they have certainly lost my business. When I pay top dollar for a machine, I expect not only great stats, but great manufacturing quality. I don't want chintzy plastic, wobbly screens, and faulty controls. Even the little details, like the stick-on lens for the built-in webcam, appears to have been slapped on carelessly, and is severely misaligned. For half the money, I could have purchased a higher quality machine with nearly identical stats. Did I really pay $1500 for the logo on the back of the lid?
At this point in time, I'm honestly waiting for the problem to resurface, so I can make good on the return policy, get my money back, and start shopping for a new machine: something that might last a few years- let alone make it through the next semester.
Furthermore, I will be working with the other victims of Alienware's shady business practices to write up some sternly honest reviews for several notebook review sites. No consumer should gamble thousands of dollars on a machine without knowing what can happen if they gamble and lose.
All I want is my money back- every single penny.
I regret purchasing from Alienware.
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If only all the people who bought the M15X were computer knowledgeable and didn't buy it because they just had money, or saw something cool. The sad thing is the people with problems and are aware of it only represent a very small portion of the whole m15x buyers
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I'm really sorry to hear about your current state. I hope you get what you're looking for, as you definitely deserve it. All the best
For a little more on other early adopter's experiences take a look at this thread:
It's Been Five Months, How Are m15x Early Adopters Holding Up?
(please post there if you qualify as one) -
@Saint - Fex basically meant that he could have got a Sager NP5793 for maybe not half of the price, but for a lot less than he paid for his M15x and it would have much better build quality.
@Fex - I feel for you, but I think I may have told you not to buy the system in the first place. It's all good though as you have learned from experience and now you can warn others of your issues.
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Fex's Review - Powerful for gaming, but awful build quality, and shady customer service
Discussion in 'Alienware' started by fex, Jul 1, 2008.
