I tried and Alienware has let me down

Hi,
I seriously hope all he Alienware representatives read this, because I'm deeply let down. It's been a total of 4 months, and 2 computers later, things still aren't right. My m9750 started out brand new and had three repairs. I was then exchanged for a m15x that was supposed to redeem the situation. My brand new m15x is up two repairs, and I'm pretty sure it's going to need another. It is beyond me why the service center can't get it right. I just want a refund..... I'm done. Alienware has lost money, and so have I.

Repairs:

m9750
1. Video Card replacement
2. Another Video Card replacement
3. Motherboard Replacement

m15x
1. Keyboard (key popped off) and LCD frame replacement (cracked)



2. LCD Replacement (lamination bubbling)



3. Right LCD plastics are bulging (plastics weren't assembled correctly)



My m15x only has 4 hours of use.

Gabe

 

aw, man, i feel sorry for you. it's a bummer you haven't been able to get a notebook that works. are we looking at the newest Sager convert?

 

Forget didn't saw the photos.


Really sorry for your m15x experience.

 

Appart from everything that happened between us... I'm honestly sorry to hear that! Good luck with solving your problem Gabez.

 

it was just a small crack on the bottom of the webcam.

 

Does a small crack come standard on a BRAND NEW computer? I thought not...

 

Gabez,

I am really sorry to hear that man. They should just give you a laptop now for free , an M17x to be precise, lol. But what everyone should be asking themselves is: If I send my laptop in for repair am I going to get it back with less problems than I sent it in with? I had the same problem when I sent in my m15x it came back with even more serious problems.

 

Hey Gabez, Sorry you are having such issues and not getting good customer service. The best I can say is you are not alone and you are in good company with us!

 

so is that the 7th hinge bust? Man. Really really glad i and my friends decided to not give in to the dark side of temptation. Even if the skullcap looks freakin awesome!

 

Sorry that we all actually value something that we drop a fair amount of change for.

 

After talking to a representative today, I was informed that someone has to call me back regarding the cancellation of my account. Hopefully, if all goes smoothly, I'll receive my refund. Granted that I shouldn't have to pay the 15% restocking fee, I guess Alienware deserves something for their effort. After all, I did get to spend 3 hours with my new laptop, and I'm sure the $400 will cover the rental fee. It's going to be a very long time before I ever look at Alienware again, if at all.

Gabe

 

@jah2323 - I think i hold the record for the fastest hinge bust.... 3 hours flat... However, I think it's more the plastics than the hinge. I think I've opened it about 10 times. It wasn't like that when I unboxed it for the first time, but it definitely came back from repair that way.

Gabe

 

hmm.. sorry to hear gabe. i like your help and suggestions and techspertise! LOL. I only buy Dell for my company (decent sized credit union with about 700 million in assets). We have about 25 2850 and 2950 and 1850 and 1950 PE servers along with Various PowerVault 220s and a nice md3000/md1000 SAS SAN Setup between our 3 Suse Linux Oracle servers.

I love dell's support, service, and warranty and all the "onsite" techs have been very professional, and have stayed a little bit longer to make sure things were ok. I even had a couple call me a few days later to make sure that everything was still good. I just wish they would step in and "handle" the support side of AW. Then it would be like cherries on top of a banana split. actually Chocolate-covered cherries!

And yes, 4 hours is crazy fast. I had a girlfriend with the 7700 (nightmare machine!) who only had the 1 year warranty (before i met her and she was short on cash). fixed 4 times in that year, and then died promptly about a month after the warranty ended. Long story short: they wouldn't even look at it, and now it runs linux barely with a self-solder fix for the AC on the mobo and the vid card basically running undervolted in 2d mode. Actually, i dont think its even used anymore. it just sits on her shelf (we're still friends!)

 

Hi jah2323,
Have you dabbled much in virtualization? I administer to an EMC SAN, and we're finally adopting the Vmware standard. Believe it or not, I'm in the process of converting all the servers to a multi-boot SAN environment. All the servers run empty (no local drives), and they boot from the SAN.

Gabe

 

i regret my purchase too, good luck. there not going to budge on the 15%
(i tried)

 

I think they need to fire a few of the alienware production crew and hire new and smart people. IF people are hired by How many laptops are made then any company going to be making bad computer. I think they need to hire by quality of making of a laptop.

 

Dont know how it is in the States, but here in Europe they have to give u a additional 3 months of warrenty after they last repair it.

 

when you say europe,that doesnt include the uk. after a repair you only get 14 days to return if there is still a fault and no extra extended warranty.


Gabe
all i can say is sorry to hear of even more problems and welcome to the club.
after our chats i thought they were finally going to sort you out.

i know your a dellboy but with the mass exadus to sager/kobalt i think this could be the only way to go to get the speed and graphics that we awere accustomed
to.
good luck mate.
all i would like to say is thank god we dont have the 15% rippoff restocking fee.

 

why people still buy from this company is beyond me.

 

I am extremely saddened to hear the way Alienware have treated you and the experience you have had with them. And you were even looking to get an Alienware Certification

I hope you enjoy your future purchase, but still stick around to help the others with all their little problems/doubts

 

Another horror story

 

Sorry to hear that hope all goes well.

Also, for all the users who've had the screen bust open, when they returned it did EVERY single one come back after repairs in worse condition? (this will just prove that AW was resistant to fixing it because they think it's your fault so they end up making it worse or some bullcrap like that)

 

I believe Jayon, buzzin, and myself are the only ones who have made it that far, and for all three of us, the repairs came back looking better, but quickly fell apart again.

 

Gabez, i dont understand why you are willing to accept the 15% restock fee...
obviously, they failed to deliver a product free from defect and hence you really never received what you purchased.

to anyone, you guys should really fight this restock fee issue... it's your hard earned money...

sorry for your woes bro...

 

Hi Kinghong1970,
I'm only willing to pay the restocking fee if it's the last choice I have. Although I respect the fee for users who buy and simply don't like it, this obviously isn't the case with me. I think that 4 months was more than enough time for Alienware to correct the situation. I really did try to like Alienware, but apparantly quality wasn't in the mix. What saddens me more than anything is that I no longer have anything good to say. From my perspective, Alienware and I (representing Dell) are on the same team. And, in a way, they have let the team down.
My new goal is to find a good computer that lasts longer than 3-4 hours. I'm no longer concerned if it has gaming power or not. All I want is something that works and looks good. Everyone seems to preach Sager, but I don't think it's the right company for me. I'm either going to go with the Voodoo Envy, or I may go back to my roots (Dell m1730).

Gabe

 

wow thats just awful! I hope I don't end up having a story like yours (my m15x is my first aw, after a month of, admittedly heavy use, it is in the shop for a new mobo)
I'd fight the fee as well. As for your next move I'll heartily recommend a voodoo (never owned one but still!) I am sure kinghong can back voodoo up for recommendation as well.

 

I wish dell made a gaming 15 inch thats more updated then the xps 1530

 

you and me both.

 

Dell and AW are the same "team".... Dell bough AW last year (or so).

 

Yea they are the same team in terms of profits but AW remains a separate entity (that is they still control themselves unless dell hops in).

 

Which i think is a bad thing for AW.

Especially about the CS and the Techsupport that dell has and is far far superior as the one from AW.

 

Gabe, I'm really sorry to hear about your experience. I know you were wanting to have positive things to say about the whole thing. Honestly, I just am at a loss with those of you having these sorts of nightmare experiences. I mean, even though I can't relate to it at all and have been completely happy, there seems to be enough of you guys out there on the other end of the spectrum to at least point to some sort of fundamental problem going on within AW Q&A. Either that or AW in the UK is having some sort of problem. I'm not quite sure. I think I've seen many more UK complaints than U.S. ones but that might be my imagination.

Either way, good luck with the next purchase. My advice would be to not give up on AW quite yet. As you said, they are a subsidy of Dell now and Dell stated just a few months ago that they were merging the R&D departments and devoting additional resources to AW after this year to help with quality and sales. That can't be a bad thing. Take care. -Brown

 

voodoopc will have a 15 inch out soon as well- you might want to look at Sony as well, better build- but if you want something to last, get the business lines..

 

Gabez, let us know if you are successful with your refund request. They'll probably just off your another crappy plastic notebook =)

 

its things like this that make me worry about my m15x.

 

yeah cuz that was totally necessary.

not.

 

Gabez,

We apologize for this inconvenience, please send me a pm with account number and I will assist you on this matter.

Thank you.

 

I would be

"I never know how much of what I say is true.
Bette Midler"

 

Gabe, Kudos bro... only because i see you as a fair minded person and basically going through the process with patience and common sense.

i think AW as well as any other vendors should really appreciate customers such as yourself.

a bit more patient that myself for sure... but in my opinion, you've given AW fair chance at trying to resolve the issues and in the end, this decision by you to go for a refund is out of no choice...

about the restock, yes, 15% applies to those who purchase to just see what's it's all about and refund... but i strongly feel that in your case, it should not... MUST not apply.

best of luck and keep us informed...

well, since this is an AW forum... i'll keep it brief... but my personal experience has been great. but PM me if you'd like with any questions and such...
also, their staffs are quite active in their forums, if you have any questions and such... but everything seems pretty hush hush about what's to come...

but as any machine, boutique or not, give it time to prove itself in the market...
i guess i've matured a bit, dont have to jump in and be the first one to have the latest and the newest toy and such...

what i own is a clevo, so my machine is as good a machine a clevo makes, right?
but now they are going for more "proprietary" machines...
i have high hopes for it and am keeping my hopes high for a nice 17" DTR... since my dreams of owning a m17x went down the tubes...

 

you made me feel so much better maceto, thanks

 

Hi stirfriedsushi,
I'm sure you will be ok. The purpose of the post was to inform and not discourage. For everyone out there that has an excellent machine, I'm happy for you. And I hope that Alienware provides the same great service that you've already been receiving. However, there were a few of us (the 5%), that weren't so lucky. Unfortunately, we'll be looking for other solutions.

Gabe

 

Let us know how it goes GabeZ. Hopefully they'll give you the refund you deserve.

 

Hi Everyone,
I just wanted to provide an update to the current situation. Alienware has agreed to provide the refund, but they were very concerned about my situation. I'd have to say that the excellent customer service has still shown through to the end, as they did everything possible to redeem it. Thanks for the help Armando.

Gabe

 

Congrats on the refund. I'm still having trouble getting one on mine.

 

good to hear

 

grats...

edit: obviously my reading skill sucks as well... ha ha ha

 

Let me clarify. I don't have to say anything. It is my personal opinion and experience with their representatives that led me to such a statement. Alienware didn't have to give me the refund. As you well know, an exchange is an exception to normal service. This means that the original terms and conditions for return and refund are now void. There are obvious price differences between a m9750 and a m15x. To me, customer service is the personalized service you receive from a reprentative. Although my customer service was great, my overall experience wasn't a success. It wouldn't be fair to belittle Alienware from the excellent customer service they provided me, despite the problems I had with the product.

Gabe

 

LOL Gabe... sorry... my bad... editing my original post...

ha ha ha