Having a horrible experience with Dell and the M11x

I apologize, but I really need to vent about my experience with Dell and the M11x. I received the laptop on Thursday. I mentioned previously in a thread that the unit I received was defective. The Fn + F6 feature produced a permanent black screen until I switched back to the intel graphics card. After switching back, there were zig zags and distortion in the screen. I contacted Alienware support twice. The first representative disconnected my call. The second rep used the remote desktop application and attempted to update the drivers. This produced a blue screen of death. The rep placed an order for a new screen and motherboard for their on site repair service. The tech just left my house about half an hour ago. This tech was not qualified to repair the M11x. He over torqued many of the screws on the laptop. Two of the screws on the bottom are sheared and the panel is warped. It will not close and has a giant gap. There is an error message that appears when the system boots up. It states that the ethernet cable on the board is disconnected. The tech made up an excuse that Windows always tries to connect to a "pixi" server (whatever that means) and that I shouldn't worry about that because I don't have one. Also, the Wifi is not working anymore. I was so excited about this laptop and wish I received a good unit. I apologize for venting. I sent an email to my customer service rep. Hopefully he will resolve this issue. By the way, I'm attaching two images. One for the error and the other for the bottom panel.

http://img638.imageshack.us/g/03082010040.jpg/

 

those are really bad pictures i cant tell what it is. But yeah, demand a replacement. you really shouldnt miss out on it because of a floozy, its really nice

 

Man that sucks. I'd call Dell first thing in the morning and give them an ear full. Where do they get these people? I took the damn thing apart without a guide and it probably looks better than it first came to me. Such a shame we have to fear the Tech guys...

 

Sorry for the pics. I was using the camera on my phone. I had a gut feeling the tech would not know too much

 

Here is a better pic:
http://img651.imageshack.us/img651/1582/newpici.jpg

 

wow....thats horrible! Try to contract their manager.

 

Man, sorry to hear about your trouble. One of the reasons I prefer to do my own work. Call up customer care and escalate the issue. Make sure you have documentation. They will send you a new unit. But it sounds like it's a 335M issue. Just don't drop it. It really is a great laptop. Remember, if you don't get the answer you want, then ask to speak to a manager, and keep moving up. Just be polite when you do it, you'll get a better response. Let them know that your not happy about it, and never had the errors before the service. You shouldn't be getting those. If all else fails try and return it. Dell will usually go out of their way to keep a customer and ensure they are satsified.

With regards to that last pic, it looks as if the tech didn't line the screw up properly and continued to screw it in to the plastic. It shouldn't be angled and stick out like that. Make sure you attach that to an email to a service rep. Let them know you have a picture and ensure that you email it as proof.

 

That last picture is kinda pissing me off. The tech thought he was done? Wow some tech support...a nutless monkey could do a better job. Please...

 

exactly why i won't buy another dell. as i have had nothing but these types of experiences with them...

i say this not to be a troll but just to emphasize how bad both their quality control and customer service has slowly become over the past decade. on the balance, dell actually still owes me a WORKING laptop i paid for 2 years ago that i have yet to receive. stupid dell.

 

There is not much quality control you can enforce on another company. Dell will actually give you a replacement system if something goes wrong.

To be honest I had 2 service techs over for my M15x, and everything went flawless. It is certainly a negative experience, but Dell will not leave this issue as is, he will get a new system + some freebies if he asks for it.

 

You can't blame Dell for that service tech's neglect. You should have a card or something from that tech, you need to call his manager first thing in the morning.

Then call Dell and tell them the situation, and demand a new laptop. They've likely stripped the threading out of the barrels that the screws go into, so the chassis is screwed up... get a new system.

 

Holy crap, the excuse for the PXE error I can understand getting away with, but that bottom warp? Didn't you see it before he left your house? Thats really bad...

 

there are a billion sides someone can take to the whole dell quality/service debate but here's my experience:

first studio 17 came out of the box with a broken optical drive. 2 hours on the phone to get a repair and 1 week later it comes back with the media strip of controls broken. another 2 hours on the phone and 1 week later it comes back but the battery only has half the capacity it had to begin with. Dell says this is normal. They refuse to do anything about it and i throw my arms up in the air.

other dell is an xps m1330. 4 mainboard exchanges in a year with at least 2 hours on the phone for each. (i almost failed comp sci because of this notebook btw). the tech says that 100C+ temps are fine and that the gpu is just throttling to save power. i was refused a replacement and treated like a criminal by this guy who can barely speak english, and finally just blames the thermal problems on me.

Furthermore, every repair by the tech guy on my xps just banged up and scratched my notebook each time. screws got stripped and the infamous keyboard bulge got unbearably large.

don't get me wrong i'm definitely not trying to start some kind of argument. just saying that's what my experience is. no replacement, no freebies, no apologies. just a bunch of bs. i'm probs not alone on these forums with similar experiences either.

 

For anyone that doesn't know already, the PXE error is caused because the computer is trying to boot from a network server and there isn't a network cable connected for it to do that. The tech is probably right that you don't have one and shouldn't worry about it, but it's also an error he should have been able to fix, particularly if the M11x has a boot order option in the BIOS. You'd just need to set Network Boot/PXE Boot last in the list after the hard drive and CD-ROM.

As it is, the laptop is trying to boot from the network, waiting awhile, failing, then booting from your hard drive like it's supposed to.

In any case, warping the chassis and walking out without a clear explanation of that error message are bad form. Definitely need to escalate that one until you get satisfaction.

 

Didnt read the whole thread..
But i got a free m1730 from dell by complaining about a broken/out of warranty XPS Gen 2.
If i can do that, you can get this brand new laptop replaced.
I actually wrote a very professional letter to Michael Dell to get my issue solved. Sold the M1730 for $1000 and bought an m11x straight up !

 

Then whom??? It's their employee! It's not like you're paying an independent technician. People implicitly pay for a technician (or in Dell case for clueless idiots) when they are paying for "on site repair / warranty".

You are paying to waste your time. Un-f-believable. Only in USA.

 

True, even when they are contractors, they are representing Dell.

Dell made the choice of service company, and it sounds like they did not choose well in this case. that is entirely on them.

 

@unreal25
Refer to popypopy's post. They're not directly Dell's employees, they're contracted. I guess they don't have much QC over their techs =p I had the same tech working w me over 5 years. He's always siding with me even after Dell customer service/tech support sends the wrong parts -_-

He did do the screw thing also, and next time I got an issue they send me a new casing, so it was all good.

As everything are, it's always luck of the draw. I'm sorry for all who experienced bad support, and I'm getting my m11x today. Let's see what problems I'll face -_-

 

Granted - there was a problem with the unit in the first place - however, the issue, in part, is with the service rep that came out to address the problem.

With regards to the PXE - the tech doesn't know what he's doing, and obviously needs training. The motherboards are setup from the factory this way in order to boot and pull their images on the production line. All that needs to be done is to configure the BIOS to not boot up via PXE. I had the same issue with my Desktop rig - try going into the BIOS - go to the Boot screen - ensure that the Hard Drive is first on the list, then go to the Exit screen - and select the "Load Setup Defaults", save and exit/reboot. The PXE boot process should then stop.

With regards to the plate / screw - it's obvious that the tech over-torqued it. Email the picture to your Dell/AW customer service rep - they should address/correct the situation.

Dell chose these reps - they (the service techs) need to be held accountable for their actions by you, the customer, reporting back to Dell that these issues/problems are occurring and that you EXPECT them to be addressed. If complaints are not submitted - then how is Dell to know that this type of problem with their service techs exist?

These type(s) of issues are NOT solely with Dell, it also happens with HP, Sony, IBM, Acer, etc. I've dealt with A LOT of different hardware companies both at a personal and professional level over the past 20 years. From that experience, I can state, IMHO, without a doubt that Dell, when compared to these other companies, consistently performs higher than the other companies with regards to overall build quality and technical support - period. However, you have to understand how they do business, and learn to set expectations with them. If you don't want to deal with phone support and or "play the tech support game", then DON'T buy from Dell - as that is their business model. Go buy your PC/laptop from a Brick/Mortar Best Buy, Wal-Mart, Circuit City or whatnot, and simply return your PC to these stores when you have an issue. And, yes, I've been in that boat before too - and I can definitely state that I'll never buy a machine from the likes of Best Buy *ever* again.

 

Thanks for the info. Still you paid warranty to Dell, it's not customer's concern who they hire to fix your computer. You paid TO Dell, therefore THEY choose the technician.

Oh just wow... thanks for heads up.

I'm even affraid to ask how other big companies do it, then. I can tell you I lived in a country in Eastern Europe and I have never seen this lack of.... well pretty much everything when it comes to customer support. I've been building my own computers since I was in elementary school and I visited customer service for services/repairs too many times. But never heard or experienced anything like here. I had a thunder struck close my house (yeah what are the odds... ) burned my TV, comp. I had a 56k modem that was FIXED. The company service reports attaches the parts that were replaced (resistors, capacitors, chips, etc.) and it really didn't cost much (few $)... When my Hard drive broke down completely -- apparently it was a crappy WD 4GB series I had a guy who under warranty extracted my data that I had and could be extracted (1/3 of a drive were bad sectors). I bricked a mobo once by flashing with a wrong BIOS, etc. got a new one no problem. The major problem is that we usually get worse quality hardware to begin with than the one sold in USA.

Never did I have anything returned in WORSE shape than I gave it...

I don't know where do they get their training, in my country at home there are high schools that have "majors" in computer science and electrical engineering (I went to one of those as well) that also teach you anything you need to know to fix computer [if it can be, without replacing].

 

So I spoke with my customer server rep. I will be getting a replacement hopefully by March 12. He also is sending me the "Alienware Orion Messenger Bag". Is this a good deal? I feel bad for the poor little unit sitting on my desk.

 

Of course it's a good deal. The messenger bag is pretty nice, although designed for laptops up to 17in. At least your getting some resolution to your problem. Maybe you can suggest they keep the bag and give you a gift card instead for the value of the bag. Or maybe one of the M11X sleeves from dell

 

Well, I could always give it to my brother. It would be convenient for school. I'm praying that this next unit will be in good shape. It kills me to look at the M11x sitting on my desk.

 

o k
NEVER EVER have a tech dispatched to do repair/part replacement on a NEW laptop. Demand a new replacement laptop or REFUND Nuff said.

"should make this a sticky"

 

I had a similar experience. Brand new, right out of the box had the LCD e2e popping out and the red and white LEDs on the bottom left speaker burnt out. Called Dell, had a service tech dispatched. The tech wasn't sent the new screen and only the new motherboard so he installed that. Didn't fix it. He then said that he can set it up for me to send it in to get repaired and I said okay.

Called up Alienware with regrets about being M11x-less for a week while they repair it. The tech, Adam, told me there was no way for me to get a replacement because the repair order had already been placed. Said okay, hung up, vented, and called again...

The next tech said that their systems are down and that he'll call me in two hours. That was two hours and twenty minutes ago. This is getting stupid.

 

8th to the 12th is pretty tight man, I've been waiting since the 3rd and have had zero movement on my replacement, and I have a capture tag for mine (Quality Engineer wants to see it)

In fact, according to their support page, my last status update from Dell was over 2000 years ago:

"Last Updated: 1/1/0001 12:00:00 AM"

 

Those of you who got replacements, what number did you go through? 800-ALIENWA's tech support wasn't any help (apparently they can't issue replacements?) and I just want the laptop I ordered.

 

I went through erawneila on this forum. He asked everyone with screen gaps to PM him, so I did, he had dell call and then email, then 6 days later AW called and asked if I want the replacement (this call confused me, since dell knew about me wanting one and sounded as if they had already arranged for one on the 3rd- Dell said 5-7 days..., and the AW rep sounded annoyed that I wanted a non defective laptop).

 

This makes me laugh a bit. I'm a sysadmin (I don't fix things), but I fix computers on the side for beer and good food. Even though I rarely open up laptops, the right tools and careful application of pressure can crack open a computer with nary a scratch, and that includes Sonys (blech, ever had to open one?!)

Dell certified techs are all over the board. Some people >10 years are awesome, but the new ones that don't give 2 shakes are the ones to watch out for.

 

Honestly I really do hope that Dell gets their act together as I have wanted an m11x since I first heard about it. I was hoping that perhaps the alienware sub brand was at least operating somewhat independantly from the main body but it appears not to be judging by all the stories. Same poop. Different pile. : /

 

to get rid of that PXE error at boot. just change your boot sequence so that your lan isnt the first thing to boot. put your hdd as your first. i had that problem also when they swapped out my motherboard. it solves that problem very easily.

so at boot press f2 to enter bios and change your boot order to have your hdd as first.

hope that helps.

 

The plastic wedge I got with my Toshiba certification kit works wonders for cracking open laptops. And I have had the displeasure of opening many different Sony laptops since I am warranty certified on them as well. So much fun tearing them completely down just to swap a bad hdd...

 

Same here - I've done all my correspondence through erawneila here - he's been a fantastic rep and really getting things done....

 

Got through to a helpful rep. If anyone wants to get a replacement and you're EPP, go through the 800-695-8133 number (or erawneila, who is wonderful ) and push for "something else" (option 5). Say that you need to speak with a customer service rep about getting a replacement unit because you are having technical difficulties. They'll probably tell you to go through tech support first to make sure you don't have something that's easily fixable. If you want to do that, it will give you more ammunition to request a replacement but will take another hour or two of your time. If you don't want to go through tech support first, you might have a harder time trying to get a new unit.

Definitely don't get a tech sent out to your house OR send it in to Dell. You will get it back scratched and who knows what. Get a brand new replacement.

Edit: either the drivers on Dell's site don't work or he forgot to reinstall bluetooth. He's so lucky I'm getting a new laptop in a week or he would be coming back out here at 11 PM for giggles.