For four months, I dealt with some of the Alienware m15x's more bearable design flaws and manufacturing defects, including:
-Wobbly screen hinges
-Severe 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)
A few weeks ago, however, 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 went over to Notebook Review Forums to check it out, I noticed that others had encountered the exact same problems.
"Surely," I thought to myself, "this is a manufacturing defect that my warranty will cover."
I contacted tech support, as well as an Alienware representative on the NBR forums, and arranged to have my machine sent in for the repairs. 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 a week ago, however, I got a call from AW repair center. 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.
At this point in time, I was not amused. I returned to NBR forums, and posted quite a nice little rant about the whole thing. I was quite amused and satisfied when I noticed several other users on the forum posting that they had cancelled their m15x orders because of all the negative feedback they'd heard from me and several other disgruntled customers. At $3,000-$5,000 a customer, I like to think I caused some damage, or at least saved some people some money. Additionally, I threatened to contact a lawyer for breach of contract regarding the warranty.
Needless to say, I got a speedy response from another Alienware representative on the forums. After a little persuasion, he still maintained that the damage was not covered under warranty, but agreed to "waive the fees" that customers normally have to pay for similar repairs.
A few days later, and my machine is on its way back home. I cannot say I'm terribly excited.
What am I supposed to do when all of these problems resurface in 4 more months? I'm a full-time media student- 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 circumvents.
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. For half the money, I could have purchased a higher quality machine with identical stats. Did I really pay $1500 for the logo on the back of the lid?
At this point in time, I'm secretly hoping that my machine comes back with more problems, so I can make good on the lemon 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.
Problems? See this thread at archive.org.
