No.. Seriously.. Lighting/Lying issue

I know! That's what's so stupid. I love the m15x, and I will most certainly not buy anything from them in the future if they're going to treat their customers like idiots.

If he was nice about it, that would be one thing. I asked him a lot of questions, I'm sure it was annoying. But I didn't get nasty, he got flustered and you could hear it in his voice.

I would have been content with "I spoke to my supervisor, sadly there is no way to process post shipped refunds unless you return the system." No, he said "there is no way to do that. no way. there is paperwork, no way."

That's bull****, I know that they can refund my card... because they can give you 85% of your money back if you're not happy with your laptop.

I don't think $100 is worth getting talked down to, but a $100 store credit would totally make me happy.

 

Mr. Water and others who this may pertain to. I have owned about 3 Alienware's and 3 Dell XPS machines over the years and I would have to agree that the Alienware CS experience can be a little bit of a letdown at times and sometimes downright aweful. I also agree that for the coin we drop on these machines, we should be privy to better CS. However, with that said, there is a lot to be said for the inflection in which you try to accomplish things. If a CS rep does not give an answer that you feel you deserve, just politely ask for a supervisor. I have found that being persistent and firm but not overbearing works really well with Alienware. I do think that they have grown so much so quickly that they have really lacked in the CS department. However, they have the products that we want to buy and there are tradeoffs. We don't have to purchase from them and one reason could be the perceived lack of customer service. I guess it really depends on what you want.

Mr Water, I can totally understand you wanting a retroactive student discount applied but on the other hand you can probably see the other point of view: "It wasn't applied, you got your product and you are happy with it. There will always be a new discount, upgrade, etc right around the corner."

As for the lighting issue, I do agree it would upset me if i really cared about lighting. You all just have to decide if you want to purchase or not purchase based on the information. peace.

 

Of course I understand that Dave I'm just upset that I was talked down to by a customer service rep. He wouldn't put me through to a supervisor, he told me he asked them already to give him the answer to the question I asked.

We'll see what happens though.

 

In that case, I would pretty much demand that you would talk to a supervisor. You have every right and reason to speak to someone; if anything to file a complaint. That is just completely unacceptable.

I wonder why there have been so many issues with AW lately? I have had pretty good luck but the past few weeks have really seen a lot of negative posts regarding AW. It's pretty disconcerning. I hope you get things resolved. Again you have every right to talk to appropriate people.

 

I have talked to "supervisors" and they still keep giving me different answers. I just want on straight answer from everyone. Is that really too much to ask. I bought the setup already, have not got it yet, but I can tell you I would have liked to speak to a higher up.

 

Side lightning is one of them, the power button isn't a lighting area or is part of the quicktouch controllers, but the power button by itself isn't a lighting area.

Absinthe42 please stop double posting, you are making the thread longer, just edit your post man. I think it's not the right way to go calling the rep "dude" and "man". You will be taken much more seriously if you type like a grown and mature person and act like one. You are right about being firm, but you also need to be civil to them or else they wont take you seriously.

I should be getting my m15x in the next couple of days.

 

I do that while I am on the phone, but the internet rep was annoying, so I just thought I would at least have a little fun.

 

You also didn't give a good first impression when you first started talking to the rep. No matter how annoying the rep is, you gotta come across as more intelligent than he is and not as an angry 15 year old.

 

I did when I was on the phone. I just wanted to see what would happen in the chat service, mabye, get some info.

 

I agree, i think if your gonna sell something you should know what it is. There is no customer service that is decent anymore. They just make up stuff because they dont know the answer. just wait till you get it and then if you dont like it send it back. For false advertising, Im sure they would give you your full 100% back.

But your right they should sell what they advertise, hey you may get it and have the lighting. you should definetly get what you want. I bet it will be so cool when you see it, you wont even care either way . I would be bummed but probably wont care when I get it. I did email my corporate division sales lady and told her there was a rumor flying around and for her to clarify, just to see what she says. I do find that the corporate side is usually more knowledgeble than the other side..

 

I am with you on this one.

 

Well, I am waiting for a call from a person tomorrow, hopefully he will be able to help me, mabye not, but I am just shocked at how many different stories I am hearing about this, a dude from the uk started his own post stating that his rep told him the lights were definately there.

 

yea - i got passed through about 4 departments until i got to speak to technician, and he said that the lighting will be there.
But lets just wait until i get the product

 

See, I talked to a tech too, and he said it was a disco machiene and lit up on the sides, but there are some people here who did not get lighting on thier comp. so idk. But, there is always hope,, right???
AHHHHHHHHHHHHHHHHHHHHHH!!!!!!!\
lol

 

Yeah its seems crazy I had a person tell me that if I had the illuminated keyboard then I did have the side lights. Then i told him I know a few people that have the illuminated keyboard but don't have them and that i knew of a person that did not have the keyboard but did have the side lights. He didn't know what to say at that point. I think they should sit the sales reps down and make them read our forums because it seems we know more about their products then they do.

 

the pic you saw of the person without the keyboard just has the keyboard turned off.

 

Absinthe - You gave me a good laugh when you said "he told me it was a disco machine and lit up on the sides"

Maybe rep+ for putting me in a good mood.

 

No actually your wrong abs. If you read the first few pages of the official m15x owners thread you will see the pics that mrwater posted. He clearly says that he has the base model which was the one that cost 2099 (no longer available) that model never came with the illuminated keyboard.

 

really, wow. That sucks. I thought he had it. eh, guess i am wrong to the max. and yeah, the tech seriously said, "its like a disco machiene" it seemed like he knew what he was talking about but who knows at this point. Everyone has been told something different, and that is a problem, and a bigger problem that the cs reps need to put you through to a supervisor to get an "answer"

 

The question is not whether or not the case (lid) has the side lights, but whether they are activated or not. It would seem strange to me that there would be two different types of cases-one the the side illuminated lid and one without. The post stating that a bios activation is required makes more sense to me. In this case, even if you don't receive a 15x with side lights, you would be able to activate them in the future with a bios change,

 

Yeah but i believe you would be able to see some hint of a side light??? and why would you need a bios install when you can control it from the alien fx editor???
If you have one and can see the lidlight but cant light it thats at least some good news.

 

I can't tell from the pictures how the side light is constructed. It may be some kind of flush design that is built into the lid that makes it difficult to see when not illuminated. I guess mrwater would be able to answer that question better than I could since he has a 15x.

The bios blocks the activation of the sidelights from the Alien FX editor and I believe I read that this was done because of a battery drain issue. In order for the editor to be able to turn on the side lights a bios update would be required (assuming all 15x cases are equiped with side lights).

 

I already said before- there is no way to tell that there are sidelights when they are turned off. It's not the same as the touch pad or alienware name, it kind of is built into the plastic. The bright glow is what seeps out of the crack between the black and grey plastic.

 

Thats what I thought also mrwater, Now all we have to do is have someone without the light to open thier lid and see if there are led's in there. C'mon whos up first!!! XD

 

anyone who tries to crack open the lid should be trapped rambo style, kicked out of the trap to the floor, and shot in the face point blank with a shotgun. twice. you could scratch the paint

 

and possibly ruin one of mans greatest creations haha.

 

Awww, so I take that as a no then... Well fine, someone will do it, prob. or if your good enough look in the bios for something mabye??

 

What's the matter with you? No offense but you are too obsess with the side lighting. Even if I am obsess as much, I won't ask people to crack open their lid. That will void their warranty. I bet most of us here aren't that stupid to make their laptop/lid voided just because to see if there's a led or not.

If lighting gets you more than specs, size or whatever, get m1730 from Dell.

 

Lol, I was joking around, about tearing the thing open, and yes I am obsessive about it, I don't want the m1730 cuz it is a giant beast.

 

Here is what I got from Meghan at corporate sales:

Ok, Tina, here’s the story:

The lighting is not currently working on the systems that are being sent out, but an update will be available in a couple of weeks either for download from our site or sent directly to the customer. So even if you do get a system without active lighting, a fix should be along soon after.

 

Sweet, so now that this issue is solved... where is the m17x?? Quick! Everyone start calling Alienware!

 

Dammit the UK guys are into this as well:



Robert E.: Is there anything else that I may help you with?
Francis: and what about the side lightings?? i hope u guys have a stock of these...they dont seem to be there on the pics on the website
Robert E.: The AlienFX
Francis: yes
Robert E.: The option should be on the customize page
Francis: but are the side lightings a part of the "six customizable lighting zones"
Robert E.: I do not believe so
Francis: so u mean to say that if i place an order for the laptop, i wont get the side lighting? can u kindly confirm this please?
Robert E.: For a more specific answer to your question, you may contact our Sales Department and speak with a sales agent. They can be reached within the UK at 0800 279 9751, Mon – Fri from 8:00 am - 8:00 pm GMT and Saturday from 9:00am – 3:00pm GMT, or from outside of the UK at +353 906 456 500. Our Sales Department is also available via email [email protected]
Francis: forget it
Francis: thanks anyways
Robert E.: Thank you for choosing Alienware, have a great day!

 

Meghan said she went and did research on it. seriously I wouldn't worry too much. I find the the corp sales is a little more knowledgable since they sell tens of thousands of dollars of computers in an order. Its the same at dell. I always go through corporate..

 

i dont think you can download lights...

EDIT: sorry my mistake, m15x has lights there already, but they need something to turn them on which can be acquired later.




EDIT: sorry my mistake, m15x has lights there already, but they need something to turn them on which can be acquired later.

 

thanks, didnt read that earlier...so im assuming that the lights are inbuilt on ALL systems but not active on some of them (random/intentional?) and some kind of update fixes it?

 

hmm interesting, I have not been told that, the supervisor is going to tech assembly and said he is going to talk to them about it.

 

G-X, that image is of an m17x
not an issue now though

 

Curse you and your amazingly sharp eyes

 

Think of it this way. we have it in writing. If something happens and it doesn't come with lights, you have it in writing and im sure you would be getting a 100 percent refund if you wanted it. Besides I told her everyone was having a seizure over it and that I would be posting her repley on the forum.

 

That same Alienware page has pics of the m15x with side lighting though.

 

Do you guys actually buy that information about the side lights being available as a possible BIOS update? why would they disable it in the first place.
and anyway, what they say is that the side lights MAY be available through an update, so no guarantee whether the update WILL be in place or no

 

I just got my m15x. So side lights, they may be there, but there is no way of turning them on.

 

lol, did not think so, they guy seemed so suprised when i sent him the pics. So he is going to see if he can fix it, but hey, at this point who knows..

 

I have no reason to think that'd be lying to potential customers. It's one thing for a CSR to be ignorant and say that they don't know if there are lights, but now we have multiple people hearing the same statement about a bios update. I don't want to go back a re-read everything, but I understood everything to mean that an update IS coming, but it MAY be a download, or it MAY be on a disc that is shipped to the customer.

Again though, no reason to not trust them.

 

Dude, you can turn the lights off in the fx editor, there is no reason for them to ship it without the lights active.

 

my bad i guess
i think ill blame it on the tiny bouts of paranoia and pessimism suffer once in a while

 

They said there is an issue, makes sense to disable the feature if they know it is defective in some way. Imagine the bit**ing we'd see if people had battery drain issues from these lights. No offense in any way to you at all, but look at how many posts you've made in the last two days. You'd probably make twice as many if you were to receive a laptop with battery issues and no fix in sight soon. Better to just disable it from the start and avoid issues.

 

Hey guys! Just got contacted by Kevin Mills the head of the Alienware "Elite" Roswell Division. This is what he had to say regarding the Side LED issue.

Gracias por contactarnos,



He recibido su pregunta ydespues de revisar los datos de su cuenta me doy cuenta de que su computadora no tendra luces en el marco de la pantalla LCD, sin embargo si las tendra en el teclado.



Hemos sido informados de que las computadoras preconfiguradas (aquellas en las que ningun cambio se permitio a la hora de colocar la orden) tendran luz en el marco de la pantalla LCD, pero no en el teclado. En cambio, las ordenes personalizadas (como la suya) no tendrian luz en el marco de la pantalla LCD, pero si en el teclado.
***WORD FOR WORD***
We have been informed that the computers that where preconfigured (Those that no change was done to when the order was placed) Will have the lights on the Side Screen LCD, but not on the keyboard. In Exchange, ordered perzonalized (like yours) will not have lights on the LCD screen, but they will on the keyboard.
***Word for Word***



Por favor disculpe cualquier inconveniente que este malentendido pudiera generarle.

**************************
So in other words... The preconfigured models all went out with the sidelights, BUT if you modified the order in any way it will not have preconfigured side lights... LOL what crud! Doest affect me much cuz I didnt necessarily want those side lights, but I know others where looking forward to them. So who are we to trust regarding the issue!?

 

LOL what a mess this has turned into! The only thing I'm upset about my m15x is that my HDMI doesn't carry audio.

Anyway, I got a laptop stand today, $13 from monoprice, it sucks ass. Anyone that gets a stand that actually cools the laptop PLEASE let us know All this stand does is tilt the system to an easier to see level, the fans don't cool anything down. Thankfully they are not blowing into the system's fans, but they still do nothing.