Give A/W another shot!?! Maybe Not!

I purchased my 1st alienware in 98. In fact I still have my first alienware desktop sitting in my basement and it still works to this day, tho extremely outdated I use it for itunes and basic web cruising. It in fact still has the old voodoo 5 5500 in it. Since that first desktop I had purchased another desktop which was a mess and 3 laptops from them. 2 of the laptops were based off the Clevo D900 series and in all were complete RMA messes. One of them A/W had it more then me the first year. In the first year I want thru 3 mobo's 5 GPU's and about 4 hardrives. In just 1 laptop the first year.


But since the time I had purchased my desktops until I ordered my first laptops alienware had switched their customer service from Miami to India.
Which in all was a major headache do to I had to ask the C/S rep to repeat themselves over and over again cause I could barely understand them. Well after the major headaches over the 2 clevo based systems I vowed I would never own another AW ever again. But I gave the the benefit of the doubt and gave them another try with the m9750. Boy was that a mistake cause it arrived DOA. So RMA'd it and they had it for 2 months before they sent it back. I finally come the relation that A/W can't make stable laptops.

But I haven't purchased another A/W since the dell buyout and with the company I bought my last 3 laptops went out of business I thought I would try alienware again but after reading the forums here. I'm thinking things haven't got much better. Am I wrong?

 

I can relate to you, just like many other people can who've owned any computer, I never had an Alienware prior but have been through these scenarios time and time again with all sorts of brands and models. So, I know it sucks when your system is down and you need to deal with phone calls, pick-ups, drop-off's, be without the system etc.

Personally though, I think your post comes off a bit unrealistic expecting the brand to have no issues of any kind and comparing Alienware than and now. It doesn't matter what model, line or brand you own, every line-up has issues. Those that get a lemon, is just pure luck of the draw as nothing is perfect, that's why warranties exist as design flaws and defects aren't always present immediately. Taking that into consideration, weighing everything on past experience with laptops that long ago is irrelevant now and days, especially more so with gaming systems. Back than a gaming laptop was more of a experimental thing, technology has advanced significantly and so has the thought put into design to minimize the issues. As well, back then Alienware was just a boutique brand like Envy Voodoo, buying another brands system and re-branding it, nothing more. Now Alienware is owned by Dell, the design and manufacturing, support and warranty etc. is all handled by Dell.

When you buy a system, always expect the unexpected, issues, defects, questions, etc. In these scenarios you need to know your covered, so living in the states and buying an Asus is stupid, as it's a 4 week RMA to China, with Dell/Alienware, they'll send the tech to your home to fix it (not to say it is without the rare issues). As far as dealing with phone-calls to someone in India and the language/accent barriers, this shouldn't be an issue anymore for people. I've never gotten a phone call in the past 20 years from a buisness and did not have someone of that nationality be on the other end, I get them when I call any brand or company, my bank, creditcards, phone, ISP, cable, Dell, Alienware, Apple, Samsung you name it.

As far the Alienware M15/17x R2 line, there really isn't any known big problems, throttle depending on which configuration you go with (fix-able and getting better), and for the Crossfire, drivers. Otherwise, nothing really else to note. The track-pad use to suck, but it's been fixed in the last few BIOS updates. Otherwise, I love my M15x, wouldn't trade it for the world, I got the odd little things I'd like corrected as my indicator panel lights not going into color properly and a poorly seated Keyboard space bar, but than that's just a 10 minute phone call and a quick 10 minute fix when the parts come. It's one of the best designed systems I've seen, it's built like a tank compared to every other new laptop available in (my) Stores and beat's them in specs hands down.


What system and configuration are you considering?

You should bare in mind, no one takes the time to jump on the internet, find a forum and post "I bought X and it is great! Recommended!" unless they're paid. But when someone has an issue, they're upset, they're anxious for a fix, they want to know something, they hunt for a place and ask - hence why you see nothing but problems. I can go into any forum and see nothing but issues or questions of concern.

 

I can agree with you mostly but it would have been nice to have at least 1 of the laptops run stable for me. After my last alienware I ended up finding a great boutique outta the chicago area. Killer/notebooks but the guy that ran it must built laptop that were too good cause he ended up closing shop. I purchased 3 laptops from him over the past 5 years. 1 had bad memory in it fresh out of the box after that I never had another problem with any of his laptops. It just amazes me that a small laptop enthusiast outta the chicago area can build more stable laptops then the great alienware.

But it seems smaller computer boutiques are falling by the wayside. Seem the current economy in america are driving them outta business. Not many to choose from anymore. Even Voodoo seem to have scaled back. Hypersonic and a few other are completely gone. And I'm sure like alot of other people it is really hard to throw away 4000.00 of you're hard earn money on a machine that give you nightmares. And I haven't had the best experience with alienware I was basically just asking if things have gotten better since the dell buyout. I do know for a fact the new M17x is built on the flextronics model which in all is a great laptop. I know I'm typing on one now.

But right now I'm spilt between.

# Alienware m17x
Intel® Core™ i7 940XM Quad Core Processor, 2.13GHz (3.33GHz Turbo Mode, 8M Cache)
Genuine Windows® 7 Home Premium, 64bit
CrossfireX™ 1GB GDDR5 ATI Radeon™ Mobility HD 5870
17-inch WideUXGA 1920 x 1200 RGB LED (1200p)
6GB Memory (1x 2GB, 1x 4GB DDR3)
250GB 7,200RPM SATA-II HDD
Slot-Load Dual Layer DVD Burner (DVD+-RW, CD-RW)
Intel® Ultimate N WiFi Link 6300 a/g/n 3x3 MIMO Tech
3 Year Advanced Service
Space Black - Anodized Aluminum

$3863.00
VS

Sager NP8120 (Built on Clevo X8100) Gaming Laptop
- 18.4" FHD WUXGA Super Clear Ultra Bright Glossy Dual Lamp Screen (1920x1080)
- Standard Dead Pixel Policy
- Intel® Core™ i7-940XM Extreme, 2.13-3.33GHz, (45nm, 8MB L3 cache)
- - IC Diamond Thermal Compound - CPU + GPU
- CrossFire Dual 1024MB ATi HD 5870's (2048MB Total) w/GDDR5 DX11 Video Cards (User Upgradeable)
- ~ 8,192MB DDR3 1333MHz Dual Channel Memory (2 SODIMMS)
- Standard Finish
- ~Combo 8x8x6x4x Dual Layer DVD +/-R/RW 5x DVD-RAM 24x CD-R/RW Drive w/Softwares
- ~ 500GB (w/ 4GB SSD Memory) Seagate XT 7200RPM NCQ Hybrid (Serial-ATA II 300 - 32MB Cache)
- ~ 500GB 7200RPM (Serial-ATA II 300 - 16MB Cache
- Internal Bluetooth + EDR
- Intel® Ultimate-N 6300 - 802.11A/B/G/N Wireless LAN Module
- Built in 2.0 Megapixel Camera
- 3 Year Parts/Labor Warranty 24/7 Tech Support w/ LCD Accidental Damage Protection

$3488.00

 

its like looks vs Performance.

 

Looks like it's down to price vs looks. A HDD and stick of memory wouldn't sway my opinion, since I can do that aftermarket for half the price.

In my opinion the Sager NP8120 is an ugly bulky system, great price but the thing is beast ugly.

Key points I'd consider looking at the specs:

- Warranties: Does Sager offer in-home service, as well as accidental spill/drop coverage and lowjack? Dell may be a lot of things to a lot of people but there warranty service is nothing but the BEST. And a RMA deal on a entire computer everytime an issue comes up is a pure inconvenience.

- The Alienware LED display is to DIE for, more so in the 17" of all the models. Sager appears to only off traditional LCD technologies.

- The Alienware offers a pretty compact chassis (compared to that Sager ew) that's designed and crafted like a supercar, nothing but top notch. Much better build quality simply because it skimps on all the plastic and offers an all Aluninum Chassis. Plus that hip-cool-pop'n-fresh AlienFX lighting

- The Dell price isn't set in stone, call and haggle, you could very well match or do better than Sager's price. I managed to knock $300 off my laptop.

 

I know how you feel. I personally have a severe dislike for Dell. The customer service you get can be real hit or miss depending on the customer service representative. I've had problems in the past with them and other times I've had great success and excellent service.

I just recently purchased my M15x, this is my first Alienware and so far I am loving it. The hardest part of the whole experience was waiting for my machine to arrive.

Don't forget most of the time when people are posting to a product specific forum they are posting because of a problem or a complaint so you're going to see more negative than positive.

You know what you want to do, you wouldn't have come here and spent the time to post a message otherwise.

What machine are you getting?

-R

 

Not 100% sure yet since I just noticed the alienware with taxes was gonna cost me 4200.00. As for dell I've never dealt with them I purchased all my alienware pre dell buyout and A/W tech support then was pretty sketchy.

I really wanted to buy a new laptop before the end of the year so I can write it off on my taxes. But as it goes now I might just bite the bullet and wait for intel sandy bridge to come out. Cause paying 800.00 more for a flashy less impressive laptop isn't my thing. At the moment clevo has recalled all the X8100s till first of november to work out some Xfire bugs and update some hardware issues.

Really if I wanted to pay over 4 grand for a laptop I would order the Clevo x7200 with the Desktop chipset and 480m in SLI. I hate shopping for new laptops. It was easier when I went to the chevy dealer and got my new camaro 2 months ago

 

I Looooooooooove my M17x. I believe most owners do. That said, I do not know much of Sager in the sense that I have not owned one. Just went through their customization process and it looks nice! About the same $$$ as M17x. Let us know what you get. Curious....

 

I had an Area51 m17X that died and because of the AW/Dell change over occuring in Customer Service the whole ordeal was a 6 month long nightmare full of very heated moments when Dell told me it was Aw's issue and too bad for me. Then AW pretty much said we repair it or you are out of luck. It couldn't be repaired. Eventually and through a lot of emails asking how a warranty customer could be left without a laptop at all, and the help of a great critical issues rep from the original Alienware company in Miami... I got a refund.
That said... I looked at Sager for a long time. I looked and looked and configured some more. For me there were a few things I needed and though a lighted keyboard seems petty.. I have kids, 4 of them, and my only work time is at night when it is quiet and dark. I also needed a laptop that could handle apps for 3D rendering. It all kept coming back to Alienware. My sig says it all. I have to admit that I haven't had to call Dell customer support with the two new systems except on a minor issue about the service tag. It was painful because I couldn't understand him and he couldnt' understand me. Then I remembered I have the "your tech team" service and I could get my own North American tech rep.
Though I wish I could get a couple of the Costa Rican reps because during the whole issues with the Area51 I got a few that really knew their stuff, as in they are talking tech while waiting for something to load.
Anyway the point of all this is that you have options. Lots of them. Take your time and make sure you get everything you need and can afford. Look into the warranty options of both companies and the cost. Check the threads in warranty repairs for both companies. Check into discounts and deals hidden on the website. Check into EPP, if you are an alumni from a qualified university you are qualified. Even ask a sales rep to hear out your story. My sales rep took pity on my ordeal and I got over 20% discount. You don't have to buy from the first sales rep you talk to, call back and see if another will give you a better deal. There's a great thread about this:
http://forum.notebookreview.com/alienware/456885-aw-dell-ordering-advice-how-save.html
Sidenote: I considered the Killer laptop until I saw it was discontinued. Nice looking laptop and a real shame they went out of business.
Good Luck and I hope whichever you choose will make you happy.

 

Looks like I'm going with the clevo X8100 .... I talked to 3 different sales reps today and they won't budge off the 4200.00 price

 

yeah it was a sad day when mark went out of business I have 3 of his laptops and they all still run like the day I purchased them. The man took pride and built great machines

 

Review that thread, I SUCK at haggling and I managed to save a good amount.

I played the "I'm buying one for my son's B-day and one for myself next week" bit so they got giddy to far and above to ensure they get both comissions. Adding two machines to your cart before you call helps the story. The birthday bit allows you too push for quick build and shipment. The "but I'm tore between the Alienware and asus that's XXX less" helps push lowering the price.

I managed on my first call.

 

I quite like dell (business division). Very professional, knowleageable, and fast response.

 

When I did network stuff before I got into programming I used to have to talk with Dell and Compaq a great deal and it was always better than the normal support the average user gets.

 

When I worked for the local college as a computer engineering prof. Dell Business was the best. I believe they still kiss up massively, I'll have to ask my former colleagues what they think, since I'm in their classes getting back up to speed after a 6yr hiatus.
Dell was great at service and warranty work when dealing with large clients... NBD service and shipping, techs that could teach the prof's a thing or two...but.... we're talking single consumers here and my experiences thus far have been crap. Better than any other company I've ever had the displeasure to deal with ... but still crap. The best crap in the pile doesn't change the fact that it's still crap.
Disclaimer: I still own two AW's even after all my dealings. I chose the best in the pile for a reason.
It's kind of sad that it's come to this. When looking at other companies for purchasing, all of them charge huge amounts of money for their warranties and even so that's no guarantee you'll get good service if you ever have to use it.
I can see that if the std. warranty was abused, they have to up the prices to compensate for possible system replacement, but still it's the honest single consumers that pay no matter what company you deal with. At least with Dell if they can't fix it, they will replace it.

 

I have two alienware computers. They work perfectly. The tech support I received, replaced the bluray drive and the tech came in one day, fixed it no problems. The computer is running perfectly, mother board etc. It is an M17xR1 though and many have complained. My M11x is also running perfectly.

 

They have ultimately the same gaming specs. Looks vs Price.

 

Well i had the sames problem as you but instead of Alienware it was Sager. I have owned 3 Sager machines (NP9285, NP8662, NP8690), the only one that i enjoyed was the NP8662, the build quality was like no other. I was severely disappointed with both the NP9285 and especially the NP8690 (I am currently parting it out). After i bought an M15x i will never buy a laptop from any other company, the build quality is better than my NP8662 and runs fantastically well. Also, DELL support is the best i have seen, which sealed the deal for me.

 

GamerGator, there is a 20% off coupon floating around. I don't know whether or not $4,200 is after discount so I just give you a head-up, just in case you don't know...

And if that's the case, PM me.

 

I'll be honest here.

You're spending well north of $3,000 already. What's a few hundred more at that point?

The reason is, you're getting what you pay for. Sager/Clevo is an atrocious failure of design. Sure it's solidly built and functional, but for that much money I'd like to look at my system and not have my eyes bleed.

The m17x looks like a Ferarri, and is built like one. It has exceptional build quality, and the RGB LED is lightyears above any screen Sager puts on their notebooks.

The screen is, debatably the most important component of a notebook, keep in mind.

Again, I know you've had poor encounters with AW in the past, but I've owned Sager, Asus and HP Envy's and absolutely nothing comes close to the fit and finish of an Alienware.

Raw performance? Sager's are great. But you're going to buy something that looks like it costs 1/5th of what you paid for it, because it's stuck in the most uninspired and ugly chassis known to man.

 

I'm sure there are people are coming for you

 

AW is an awsome buy....I have had my fingers burned by Clevo in the past...TBH most peeps that have no issues do not mention their experience, thoese that have a bed tim, report it and ask advice / support...Your only as good as your last f.... up, as the saying goes......

At the mo........big thumbs up to Dell an AW from me

 

SaosinEngaged, Agreed 100%. That's how I felt about my purchase. I love this machine.

 

Just to throw out some food for thought, keep in mind that 90% of the people here find the forum because they are googling for a solution to thier problem. The forum isn't at all representative of others feelings for the laptop. My guess is that for every owner here, there are numerous happy A/W owners in the world.

 

I guess I was looking to see if A/W Tech support got better since the buyout. I can remember days of screaming at their techs on the phone wondering why they've had my laptop for going on 4 months. I'm sure they've caused a fair share of my gray hairs. For some of you people you had either good karma or great luck. But in all I had 3 laptops from alienware I would at least expect 1 of them to run without having massive RMA nightmares. As for now I'm still debating weather or not I'm gonna try them again.

 

30 day money back guarantee...

 

people always seam to think expensive means there system should be more problem free when exactly the opposite is more likely.

high end components break faster because they push the limits and stress your complete system. at least in a laptop.

what i think is reallistic when buying a high end system is that the shell and the screen and exc... work perfect and without any flaws. this is why i bought an alienware, so the shell isnt degrading after 2 years. Also the performance should be really good untill it finally breaks lol.

this is just one opinion offcourse and may vary from experience to experience. in fact the complete opposite happens to people. some do years with their components but i think its more exception then the other.

 

OOOOPs wrong thread sorry

 

I've had my GPU replaced twice by Dell (M1710). First replacement was a refurb and it lasted 3 months and died again. The second was a new (and slightly upgraded) chip and has been flawless for 1.5 years since. Both were on site warranty replacements. Person came to my work. We got a meeting room and in roughly 25 min (it'd been 20 if I hadn't chatted and watched) the chip was changed out and I was good to go.

To initiate both those service calls I used chat which took an hour or so on the first go around and 20-30min on the second (because it was the same symptoms and I had a repair history). The chat I was able to keep on a second screen at work and kept working while they "went off to check" after describing various results of the testing. I was slowed down a bit doing two things, but not much because I was able to talk to them while I waited for data to return to me for work.

All in all it was very smooth. It was stressful to have a machine broken, but after each chat they showed up in 48 hours and fixed the machine. 2nd fix has stuck and machine works to this day perfectly.

Now that AW service is actually Dell service and the XPS line is merged into AW, I think this gives you some idea over a recent several year period of what to expect. I haven't owned a Clevo to compare, but I met someone who had to gave his several year old machine the big thumbs up as well. So I don't think they are as bad as they get a rep for being either. But personally, I can say that the Dell service I got was very good so far.

 

That's the same experience I had when I had to get my M1530 fixed because of overheating with the GPU. I received great service with regards to that machine. I recently received a class action lawsuit notification in the mail about it. I'll probably not do anything with it since I was treated well and don't see any reason to get any money back on the deal.

 

If I were you I would give AW another go. Their designs are simply superior but they are cutting edge and that usually means rev 1 will have some quirks.

I had fits with my AW M17x-R1. I was the second owner after the original owner (who got the M17x in exchange for a faulty XPS 1730) got so upset he traded me straight across for a 15" MBP. Then I had issues with it (DPC issues) and had Dell fix a few things. Eventually I traded it back to him because all the little issues were distracting me from enjoying games. He ened up getting an M17x-r2 with dual 5870s so I guess I should have kept it.

The moral seems to be that Dell tries hard to make things right and they seem to be pretty reasonable folks. So I ordered an M15x and we'll see how that goes.

 

I have owned 4 Alienware laptops, actually five including my son's and have found them superb in quality along with excellent support when I did have a few problems. I also owned Four Dell Laptops and enjoyed them as well.