Hinge broke 3 weeks ago...

Sent it in, took a week to get there. It's been at AW for 2 weeks. I contacted someone at roswell to see what's up, why it's taking so long to fix. He said he'd try to get a status update, but I haven't heard from him in 4 days.

http://i61.photobucket.com/albums/h57/Koshinn/crack.jpg

How long does it normally take for them to repair?

When they send it back, do they wipe the hard drive?

 

I'd say throw them another email.

 

Well I guess since it's sunday, I'll send one monday.

They don't give refunds or store credit anymore, do they?

 

I feel for ya, I am still waiting for my new computer

mine has been almost 6 months partly because i was weaiting for the m17x to be shipped with Sli GTX 9800. It never eventuated so i took a dive and paid them $3000 more to get the ultimate desktop from Alienware.


Give them a call or send them an Email.

 

6 months at alienware to fix a hinge?

 

No not to fix.

They gave me an option of fixing it or replacing the m15x with the m17x or full store credit. I took the option with the m17x but i wanted the sli nVidia 9800 Gtx dual cards.

It never happened so i have decided to go for the desktop.

Waiting now for the desktop

paid for it but the US Alienware hadn't processed my full payment by putting my order into system yet

 

so if I ask for store credit, I can get what's coming out monday? ^.^

 

I doubt they'll give you store credit. They don't really give a **** about you, you have their ****ty product and they have your money. I sent mine in the for the same problem and I was told that it'd be fixed within a week, since the facility is 50km from where I live. its been almost a month, and they still don't have the parts. I asked for refund numerous times, but they don't want to trade me the money I paid with their ****ty M15x.

(sorry about the rant-ish post, I'm still pissed at AW)

 

50KM? why don't you drive there and have a few words with them, stand there till they fix it.

 

what, you think they'll just let you in and have a chat with you? i doubt it...

 

But I don't have their product. They have their product and my money.

 

I don't care, I'm not one that can sit around and do nothing, I would give it a try.

 

If you treat the CS people at AW with respect, them the best situation usually finds it way.

It is not the CS reps fault. If you go and flame the CS rep, what do you think would happen. Imagine if you were at your workplace and someone calls and yells and blames everything that a co-worker, you never meet, has done at you. Would you like that very much.

I have found if you talk to CS people with respect all of them will treat you better and help the situation.

 

"Regarding your question, unfortunately there are no updated notes from the repair facility on your account.

I went ahead and sent an urgent request for updates, so I can email you again as soon as I have some updated information about the repair status."

Hmm...Well then.

 

Waiting on a replacement panel. ETA unknown. So it really could be there a while.

 

hmm... keep calling and keep them working.

 

Coming up on 5 weeks at Alienware. The Roswell Crew stopped responding to emails.

Alienware-Armando said he'd look in to it, I PM'd him my info including name and account number about 4-5 days ago and he still hasn't gotten back to me.

Are they doing this on purpose? I call/check up on them maybe once every few days, not anything near what some people do (multiple times a day?)...

 

call again - be professional and polite - ask to speak to a manager as soon as you get connected.
when you are with one, explain all the details in a level tone from a to z, to include the PM to the AW rep on the forums.
(make sure you dictate the times and names of the people you have contact with, from the initial CS rep to any person till you get the manager.)
prior to hanging up with the AW manager, request a follow up email of the current conversation from that person with a mandated resolution to the issue at hand.
upon receipt of that email (or even if not), collect all data you have and make a formal snail mail inquiry with the AW headquarters. make sure you send the information via registered/certified with a signature required upon receipt.
give them 10 days to respond to your letter.

give us an update when you get the letter....we will go from there.

 

5 weeks and you want him to be professional? Seriously. that is utter BS. all of you talking smack about being nice to CS and this and that and how roswell is great. HERE IS A CUSTOMER WITHOUT THEIR COMPUTER FOR 5 WEEKS NOW!!!!!!!!!! Don't you get it?!?! They've been asking about it almost every day in a civil manner. even PM'ing the so-called reps on this forum. Others have had this problem and have been fixed already. More people are just surfacing with this problem. HOW FRIGGIN HARD IS IT TO GET IN A COUPLE OF PANELS FOR THE LCD SCREEN/LID?!?! It seems like alienware owners just dont care about customer support. I had a family member and 3 gaming buddies who didn't. FOR A WHILE. now there is no way they'd go that route again. sigh. they're friggin cool, but not having "true" onsite support, warranty transferability, and oh.. i dont know.. .COMPETENT customer support... let's just say i'm glad i got my p1 case off of ebay and built the desktop myself.

 

Have you ever been 2 months without a lappy?? Trust me, I know how it feels. I had to battle and battle until eventually I was able to get credit from my m5550 towards the m15x.

 

Edited because Dhoang417 put it in much better wording.

 

I'm on 6 weeks without one (including the 1 week it took to ship to AW). Luckily my friend bought a new laptop a couple months ago and let me borrow her old one... I went from a 2.5ghz Penryn with 4gb ram, an 8800m GTX and 6+ hrs of battery life to a 1.86ghz Pentium M with 1gb ram, intel integrated graphics and maybe 45 minutes of battery life.

 

Stone, you don't have to be an *******. You just need to keep putting pressure on them. That's the point. To not give up.

@ Koshinn - good luck man, you will get something in the end.

 

i guess a few of you dont get it either.
if you are an a*****e to any person within the chain, the company will then be MORE in the right to refuse further contact or refuse service.
and i gather you did not read further into the post when i advised him to get all info backing his side of the story and sending a snail mail letter regarding the issue(s). (thus providing more support in favor of the buyer when and if any issues regarding credit, restock fees, and the like occur)

if you want to be an a*****e, and that is your way, then fine...but dont come crying in the forums here becuase AW takes too long. to be honest, they probably held on to your unit (stone) simply cause they could and it ammused them to see you get upset... as i doubt you were polite the whole time...

 

My spider senses tell me it's about to get hot in here.

 

@Dhoang - You put it in MUCH better terms actually. Yea you don't need to be an *******, but you need to definitely put pressure on them. Basically the thing not to do is just say "Okay I'll send it back again" because if you are a push over you will get no where.

Don't be an *******
Put pressure on them if your problem isn't fixed
Don't be a pushover

Sound about right?

 

Koshinn paid for an Alienware laptop. He also bought a warranty (because the laptop came with it.) Now, to refuse a customer a service that he paid for within a reasonable time frame is usually not considered ethical and is grounds for anger and frustration.

What it sounds like you are saying (correct me if I am mistaken) is that Alienware is perfectly right when it puts off repairing laptops (a service that it sold) because someone put in a few unkind words after a 5 week wait.

 

you are mistaken - to a degree.
while i understand he purchased a laptop and warranty and certain expectations should be met, it is also true that a company and/or business can and will at times be able to refuse service if the other party (owner in this case) is being an a*****e. no person or entity deserves as such since this is an imperfect world. to be biligerent towards a CS rep or an individual that is simply a paid employee that may or may not be privy to certain information is uncalled for and disrespectful.
frustration i agree with, anger i do not.
and again, many of you do not seem to get the point of being professional at all times and even polite and respectful. simply put - while it is taking a longer time then needed (even in my eyes) there are several factors to consider:
1. parts (back order or not)
2. employees (time off/sick/laid off/not enough)
3. disposition of owner (anger/polite/upset/nagging/rude/curses/professional)
4. delivery time to repair facility (weather dealys/road delays/mechanical delays)
5. did they make a mistake, cause, or find another issue that they need to repair/replace prior to fixing the original fault.

and the list could go on.

my point is: there are always other mitigating situations that can cause further delay in anything, be it a laptop or any other item that is purchased from a vendor.
if you the owner remain professional and polite, when it comes to dealing further with a situation where a fee is involved (ie - restocking), or a possible exchange or return of funds, you have the higher ground to stand on and request a no restock fee, complete refund, or even a free upgrade come that time.
but if you are an a** about it, get upset, get vulgar, are rude, inconsiderate and biligerent, then the company has the upper hand and the right to then refuse service based soley on your actions.

 

Here's a quick run down of the story.

I called them up and told them and they said that they would send me a new GPU and I was fine with that. I get the GPU and install it only to find out that it didn't help at all and the GPU had physical damage to it. I call back and tell them this and they offer to send out a new GPU ASAP so I'm fine. I was a little annoyed but didn't yell over the phone.

I get the 2nd GPU, install it and nothing works. Disappointed, I call AW and already knew I would have to send my system back so I make sure to ask the guy "Can you promise me that I won't be sent something back that doesn't work?". He says he can't promise anything but will do his best to get it fixed. I'm fine with that and send it out.

I get it back and it won't get past the boot screen a few times so I call them up and I definitely had an annoyed tone to my voice. I sent it back and hoped for the best.

I get it back the 2nd time and they seemed to have fixed the issue however there was obvious damage to my casing. I call them up (this is when I started sounding really annoyed with them) and they tell me that they will fix the case.

I get the computer back for the 3rd time and I look at the spot for the damage and notice a crack has started to form at the top of the bump. I don't send it back again and luckily I ship my computer back to them and they give me what I currently have now.

Total time = over 3 months. (I'm sure a lot of you guys would start to sound annoyed).

 

Anyways, back on topic. What is the current status of your laptop?

 

I didn't have time to do anything today, I woke up really late and had to run out of the house from about noon until just now, 11:30pm ish, and tomorrow is sunday of course, so I guess I'll have to wait until monday before I call up CS.

 

Called Roswell and they said that the m15x lids are on backorder. No status as to when they will be in. My system has been at the repair site in Houston, TX. since 11/6.

 

maybe* then the lids that are on backorder are an improved version....never know.

*the maybe is a disclaimer that AW may have derived a new unit (lid) from all the issues of past units.

 

Sure hope that isn't gonna cause a delay in my order.

 

I thought they were closed on sundays? hmm

 

The call was made Friday afternoon.

 

Apparently the part needed for the hinge fix came in Friday of last week, so the m15xs waiting for hinge repair should start to come back soon.

 

So they actually mailed my laptop back to me on the 14th, but didn't tell me... I was sitting at home and suddenly fedex shows up with my laptop.

 

That's great. Please let us know how the repair turned out. If there's anything noticeable or not.

 

Noticed very tiny defects in the paint, the monitor still creaks when opening, but much less, but it looks like they fixed it. I just installed fallout 3 and it's running on high without any hiccups at all at 1920x1200 resolution on a 26" external monitor.

 

If you take a look at the back of your m15x, does the model number still say m15x R1?

 

Where would it say that? I can't find a R1 anywhere... i still have my nameplate on it though and Im certain it's the same lower half.

 

Check right above the nameplate, it should say Model No.: m15x R1

What I'm trying to see is if any recent chassis has a different model number.

 

Mine is an R1.

 

Great to hear they got it fixed for you! Are you going to call Roswell on the paint defect issue?

 

No. It's not worth it.

Yeah, it still says R1. I don't see a reason they'd replace the bottom half of the m15x if only the hinge is broken.

 

It's not just the bottom half. I wanted to see if they made a whole new chassis since they keep talking about this "new batch."

 

I mean, to change where it says R1 on my laptop to R2 or something would require a whole new laptop, and they just fixed mine, not gave me a new one.

 

I was under the impression that they replace the whole chassis when your hinge breaks, as some people have reported getting different nameplates in the past.

 

Roswell told me they were going to replace the lid, but nothing chassis-wise.