Our Family Nightmare With Dell/Alienware...

After months of patience (from 01/11 until 03/11...) resulting from multiple delay/cancellations by Dell (i.e.: presented hardware issues & industry wide Intel 'Sandy Bridge' chipset recall), we were excited to be able to place our 'final' orders for seven new Dell/Alienware M17x R3 laptop systems. We did so via EPP Sales Representative with the following bundle package & promotional discounts applied (with extra consideration to said unique circumstances) to each of the seven new Dell/Alienware M17x R3 systems:

Configured MSRP $2928
-$275 (3D Bundle Promotion)
-32% EPP
-$225 ($100+$75+$50 Combined Coupons)
-$69 (1yr Advanced Service Credit)
SUBTOTAL $1510.04
TAX $104.65
TOTAL PRICE W/DISCOUNTS: $1614.69 (x7)

Upon final receipt of the seven new Dell M17x R3 systems on 04/19/11, there were unfortunately unacceptable problems with each, from one unit having a large scratch across the 'soft touch' finish lid (which we were informed to fix this the unit was in need of replacement), another unit not starting/only displaying a white screen with eight beeps cycling, and the remaining units displaying constant frozen 'blue screens'. Upon attempt to resolve the remaining units frozen 'blue screens' with Technical Support, we were informed the issues were known on occasion (at the time) to be as a result of M17x R3 configured with the AMD graphics cards, and upon uninstalling/reinstalling drivers as instructed, were additionally advised the AMD graphics cards recommended to us for use in the systems by EPP Sales Representative (as opposed to the NVIDIA graphics we had initially chosen) would not support the Physx/Cuda our software applications required. These compounded issues posed quite a problematic dilemma, and Technical Support stated to get in touch with our EPP Sales Representative as soon as possible in order to have all of the issues with the seven newly arrived units addressed. EPP Sales Representative advised us that this was "outside of my scope being in sales", and advised us to contact EPP Customer Care.

As advised, we contacted EPP Customer Care, and the Representative assured us that the best way to resolve the issues in their entirety would be to return/reorder all seven of the defective/problematic new Dell M17x R3 units, which we were extremely frustrated to hear at that point. He insisted it would be a smooth and simple process, would "return a smile to our face", continued to alleviate all of our expressed concerns, and further reassured/clarified to us that as soon as he had confirmation of the systems arriving back to Dell, he'd absolutely ensure that we would retain our original sales pricing bundle package & promotional discounts applied to each of the seven new Dell M17x R3 replacement/exchange/reorder laptop systems reconfigured with our original NVIDIA graphics choice instead of the AMD graphics. Only after reasserting this point several times, we agreed to allow him to pick up the units for return with UPS labels, which were ordered 04/29/11.

After we hadn't heard response to email nor phone query on status, we finally were able to get a hold of the EPP Customer Care Representative again on 05/06/11. He informed us that the units were received and credits issued, but he was unable to arrange the shipments of the new replacement configurations with sales as promised, because the EPP Sales Representative had contacted his Executive Support Agent sometime in-between, whom had assumed 'ownership' of our case (back on 05/02/11, without oddly ever making contact with us at all) so our case was totally locked from the EPP Customer Care Representative, but he explained that he would confirm with the Executive Support Agent the verbally/email agreed upon arrangement so she could arrange with sales our replacement reorders, and so we would not be down/out of our units for too long...

The Executive Support Agent first made contact with us regarding this case on 05/10/11, at which point she explained to us that she was busy "working on a project" but would issue credit, at which point we replied that we had already received credit, and she replied back that she would not be honoring any of our original order pricing as agreed upon/arranged prior to accepting the return/exchange on 4/29 with EPP Customer Care Representative, as it was only a "committment" and not a "guarantee"...

She asked: "Why would we even want Alienware"?!?!

We contacted the Executive Support Agent's supervisor, who was Director of Dell Americas Public Tactical Operations, only to hear the same callous disregard repeated - current offers and promotions only, nothing combined, and was only a "committment" and not a "guarantee" by the original EPP Customer Care Representative to retain original pricing/promotions. To paraphrase, it's not their fault we didn't follow the terms of the service contract?!?! Additionally, we (not any of the seven of us) now cannot even contact Dell/Alienware (sales/support) in any way without being redirected to the Executive Support Agent or her supervisor from Americas Public Tactical Operations, as all of our phone numbers and email addresses are flagged as under their 'ownership'...

Order Amount: $11,302.83
'Final' Order Date: 3/21/11 (Original Orders Were Cancelled Due To Intel Sandy Bridge)
Received Date: 4/19/11
Exchange/Reorder Pickup: 4/27/11
Exchange/Reorder Credit: 5/4/11
Exchange/Reorder: N/A...
Dell Service Request #834XXXXXX
Dell Order #643XXXXXX, 643XXXXXX, 643XXXXXX, 643XXXXXX, 643XXXXXX, 643XXXXXX, 643XXXXXX

After months passed with the BBB, the same Executive Support Agent took 'ownership' of that case and repeated the same to them, and we are now left waiting with their response to the State AG. Who knows how much longer it will be to continue this 'space_odyssey', out of pure principle to see them simply honor their word and not allow them to just simply screw our entire family over - and in doing so, maybe prevent it from happening to others...

dHell...

 

thanks for sharing.
I actually considering to get an alienware, but after reading this.... I prefer to spend my money somewhere else.
Good luck with your case. Hopefully it get resolved soon.

 

Man, that's pretty unbelievable. Hope everything works out well for you guys, stories like this always make me pause when I consider getting another Alienware.

 

It's unfortunate, and maddenly frustrating - without digressing further, if it weren't for particular circumstances (ie: one of the family members wheelchair bound with CP greatly anticipating thier 'Alienware' system), we would pursue filling our system needs elsewhere as well. All things considered, we'll see this (hopefully) through...

dHell...

 

We were patient and went for Alienware as we only purchase new systems every 5-10 years and wanted their level of quality/performance...

Unfortunately, it seems they are part of the Dell Inc. umbrella now, and perhaps affected by their larger shift away from consumer pc's:

Boss Talk: Michael Dell Looks Beyond PC Business - WSJ.com

dHell...

 

I do sometime wonder if you had best gone with 7 Sager Np8170 instead, it might be more expensive but would save you so much frustration. You must be somewhat rich and have a big family that love to game I take it? I have to say that saving $1400 is awesome, but seeing the end result, it seem like all of this was a lied.

Best of luck to you and thanks for letting us know. I was considering an Alienware but have heard similar problems as well but having all 7??? not working is pretty unreal.

 

As mentioned, we had some specific reasons for ultimately going with Alienware. I wish it was just a matter of being rich, but our family works hard for every dime and were fortunate with the significant EPP discount at the time that afforded us the opportunity to each individually work these into our budgets as an investment in technology that would endure daily usage for a few years...

We didn't know it was some sort of as-is sale situation for sure...

dHell...

 

These stories pretty much happen to every other brand. You can't base decisions just from a couple of "horror stories" you read on forums, or else you wouldn't buy anything at all these days.

 

While no brand is without it's share of technical issues - corporate ethics problems are self inflicted/imposed...

dHell...

 

I would say I haven't had ANY issue or heard any horrible stories with logitech. In fact they offer to sent me a replacement mouse that I was having issue with. I used the mouse for years yet no hassle or anything from Logitech at all.

Is true everyone company does have it's horrible stories but it seems like dell had one of the most issue (next to HP but since they HP have greatly improve their products).

When people are paying $1700+ for a laptop they expect it to work well without issue. Is not like a $250 laptop where there is bound to be issue with it lol.

 

Gotta agree, i personally don't base my decisions for just a couple of "horros stories" i read online, no brand is perfect, every one suffers from "defects" and "lemons"

Plus if any one wanna go with sager(more expensive by the way) be my guest. I'm sure they will handle the support better than dell, one business day on site tech, heck they may even replace the laptop for a newer generation if serviced more than 3 times

 

Yeh, this is unacceptable.

Although I am not sure what you expect as far as "quality" goes these days.

Everything is cheaper than it used to be, from Alienware laptops to Sagers.

 

TBH a lot of peoples problems are drivers. You may loose certain functionality (switchable graphics, etc) going to regular drivers from the manufacturer but I've seen A LOT of issues with modified drivers in the past reguardless of the computer maker. For instance nearly every company has this huge suite for broadcom drivers if you go directly to broadcom its like a 1MB file.

 

It's been Dell's policy to not allow agents to interact with customers that have been escalated to higher department due to legal reasons. The ticketing system 'DellServ' will show that an account has been flagged. Once that's been established, the agent must follow properly escalation policy.

In short, once someone screams legal action at an agent, expect to have your warranty rejected or put on hold.

 

It's sad that it would be such a problem to order 7 laptops for a substantial discount.

If one were to walk on to a car dealership and tell a dealer "If you treat me right, I will walk out of here with seven cars" then you'd better believe that person would get better service and a much better price than anyone could ever hope to hear from a dealer.

One would expect the same from Alienware, they should be chomping at the bit to make an 8k+ purchase.. Sorry to hear about the lack of customer service, good luck.

 

I agree, for that price the M17x was an AWESOME deal. Heck the cheapest I got a loaded XPS 17 for was about 1400.00 and that was only for one.

What I learned from my whole experiences with Dell is if you want exchanges, never accept the return service, get exchange service. Your UPS label will always confirm the service type on the bottom of the label by their return auth bar code. It will say return or exchange.

 

Seven Alienwares of the same type and kind with the same configuration all failing and being inoperable. Another reason to never buy Dell.

 

Though many spout "it's an isolated incident" or "there's bound to be lemons among the crop"; the fact he had 7 m17x ordered, and there was a problem/flaw with many of the units; tells something worth absorbing instead of just dismissing.

I doubt they will help you any further though. The way I see it is, they made a business decision to label you as a "problem" customer and decided it would be easier to issue a refund than actually provide an unadulterated, flawless system.


Good luck and keep us posted.

 

Thanks for sharing your experience with your systems. We have a thread in place for problems with support. Please continue there.

http://forum.notebookreview.com/ali...placement-systems-warranty-repair-issues.html

Thanks.

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