Here is my story

I read everyone elses experience with AW, So I just wanted to share mine
I ordered my laptop on feb 5th 08 and I received it on march 6th 08.

when I ordered my laptop, there were only I think 1 or 2 people who had actually received their unit. It took them almost a month to ship my laptop. I was told that my laptop was being delayed because the smartbay battery that I didn't order hadn't arrived yet. So I spoke to about 7 reps in one day regarding the delay, 4 of them told me that My order was being delayed because of Smartbay battery, even though I didn't order it. 2 of them told me that they were waiting for the video cards, 1 of them (supervisor) told me that they were waiting for the chassis. So after seeing that none of them had the slightest idea about the delay, I let it slide.

My next problem was that, they had disabled the side lighting on the LCD screen. Oh god, this drove people crazy, including me. Again all of us here started calling AW about this problem. There was one person who received his laptop with the lighting enabled, and second guy didn’t have the lighting. So after we contacted AW, Many users were told that there was never any lighting on the side of LCD panel. Some were told that the lighting on the side was available only on pre-configured laptops. Some were told that it was just available on only first couple of laptops made by AW. I was told that the lighting was there, but it was just disabled. The supervisor asked me to call AW tech support and ask them for patch once I receive my laptop. Right away I called the tech support and asked them for the patch, after 2-3 hour of being on the phone they e-mailed me the patch. So I posted the patch over here and asked fellow members who had received their laptop without the lighting to try out the patch. Thank god it worked.

Before I ordered my laptop, I asked the CS reps about the TV Tuner. Back then, the option wasn’t really clear if the m15x had a Tv tuner or just the remote. So After confirming online and on the phone that m15x had a TV tuner and had a coaxial input, I went ahead and placed the order, when I received the laptop the coaxial input was no where to be found, So I called AW, and they said that m15x never had an option for Tv tuner. I told them that I was told by two CS reps that it had a TV tuner, They said I should prove it, I said it was only a phone, and online conversation. I asked them to check for online chat logs, and the recorded phone conversation. The rep said he was unable to do that. I then asked him to transfer me to the supervisor, he said he won’t because there is no need and that the supervisor is busy. So after being on the phone for over an hour he finally transfers me to someone who pretends that he is a supervisor, so at this point I just hung up.

I placed my order on the phone, I then tried to check my order status online, it didn’t work. I called AW regarding this problem, about 20 times, it was never resolved. I was always told that either I should check in 24 hours or that they will email their tech admin about this problem. It was really frustrating for me, because I couldn’t call AW during the day when I was at work to check my status, and when I was off work, they were closed.

All this happened before I received my laptop or on the day I received it.

There were two other equally big problems, but I’m too tired to list them now, plus I’ll just make my self angrier. lol

 

Wow; its stuff like this makes me glad i only do online chats and keep chat logs on my end; companies love to take advantage of people.

 

So there is no built-in tv tuner option for m15x? I feel sorry for your story, but next time you know who not to purchase from. I am curious why no ones placed a lawsuit yet?

 

Probably because of lack of evidence to support claims.

 

sszero I meant now, I see TV tuner as a option of m15x on the configure page, so is it a express card tv tuner or just a remote

 

Imagine the life after getting one of those.

 

I would guess because no one has the time or money to do so I mean the time, money, and effort just would cost you in the long run...I think its safe to say AW's pockets are a little deeper than most peoples

 

check this out:

ps: not sure if it's for car only.

 

Exactly; it may not even come with a tv tuner and as such the consumer is left to assume or call CS. But even if a CS rep says it is an external tv tuner and remote (and it actually isnt), legal action would only be worth taking if this conversation was recorded and the customer recieved a m15x without said tv tuner and/or remote. I dont think people are paranoid enough to record their phone conversations assuming they're gonna be ripped off by a company they trusted to keep their end of a deal.

 

It's just a remote, the config page is misleading. It's a little retarded that they don't offer one though. If you look at the pics of the m15x underside with the service cover off you can see that there are 4 antenna connectors, 3 of which gets used by the wireless-n card. The 4th free connector is right there next to an empty mini PCIe slot. Seems like a good place for a TV tuner to me?

 

Ricky, sorry to hear that. That's why I always contact CS via email. Whatever they say, they will be hold responsible for it. And even by email, you can see they always try to work around what they are saying so that you can have multiple interpretations.
For instance, before I sent my laptop for repairs I asked whether I could get a refund if it wasn't fixed properly. You can't imagine how many email I had to send in order for them to give me an answer to this. They go around in circles and circles... Oh well, companies trying to save their bottoms, I guess.

Anyway... I would be curious to know what were the other big problems you had.

Cheers and hang in there.

 

Just to clarify, unfortunately, we don't offer a TV tuner with our m15x system. Our Express Card media center remote can be used for WMP and Media Center functionality.

Ricky_S,

I'm sorry to read about your experience, please feel free to PM me your account information if I could provide any further assistance.

Thanks,

James

 

ANYONE spending any money on line should protect themselves. For starters take notes during the call. ALWAYS ask the person's name you are dealing with...

Use their name several times during the call. The next time you call ask for the same person. If that person is not available than ask for their supervisor. Relay the experience you had in the previous call (good, bad or otherwise) and quote them from your notes.

You'll get a lot further and you will get much more personal response.

 

That's why I always go for the pay later option as I just stop paying and they have to take me to court to get money..


Then I turn up with phone logs, emails etc etc and the judge throws the case out of court as I can prove I have tried to resolve an issue and they have not played by the rules and to stop paying was the only solution.


As I have not received a fully working system and promises have not been kept- trust me, been there done that but you need to know the laws of your own country before doing this.

I even got out of a ticket once doing this, as most gov, org's never log every interaction, you bomb them with info from left and right- they are not prepped for this, the poor sod from their legal dep thought this was a claims issue and is well not even "in the court room" at this time ( you can see the face- he/she just wants to get out, let it stop), you can see the fear starting to emerge as the person don't even know what to say- start to look a bit tearful say you have tried and tried to resolve it and called them 30 times ( phone logs) trust me this is when you get em....

Bring all the evidence in, you can then prove they have not put all the evidence on the table and thus for them to prove you are wrong....well that is a bit hard as evidence is not provided by them and you take them by surprise.

You can call me psycho but I'll not let one org tell me what to do when I am right nor let deep pockets rule.

@work I do tell my SVP and GVP at work that they are wrong and don't know ****- but then again I have the evidence to back it up- research and books I trow in front of them, now we have fun team meetings....