Should I tolerate this?

Alienewbie,

At this point I'd place a call directly to Alienware's headquarters in Miami. There are folks there who can and will help you: (305) 251-9797

There is no excuse for this type of treatment of ANY customer.

 

Thanks, I will call them right away and see how they can help me.

 

So what happened now? I really am getting sick and tired of having to deal with this stupid tech support.

 

Man, if I had gone through all the trouble you have, I'd snap and get stabby.

 

Another technician is coming to clear up the mess, I'll just see what they can do about it. Will post some updates later.

 

If he doesn't fix it, get stabby.

 

Nope, the system is not working again. This time they gave me an excuse of a bad GPU and they will delay to fix my system again. Seriously, to all the righteous member, what should I do now?

 

Get stabby.

 

Sure, I would get a gun too.

But that won't solve my problem. I just want a working machine, and why is it so hard? What's is wrong with Dell?

 

hey bro, where are you from exactly? which part of asia?

 

Malaysia, the country above Singapore.

 

Just keep at it--don't let them wear you down. Trust me, just keep raising hell. Be cordial yet firm and you'll get there.

 

I wanted to tell people here to say things like " No way man, you have right, sue the s, You deserve more, tell them to upgrade and give you some goodies"... Stop! I agree with all of you on this issue, but please understand, that this is not USA or Canada. I am right now expat working in China, and here, consumers have almost no right... Nobody really gives a crap once the product is sold, and in most cases, cs is non existent.
Again, this is not US, so please, swallow your anger and come up with something more constructive. (just because Dell is an american company, it doesnt mean that they HAVE TO practice the same cs as they do in US).

to OP, good luck man

 

This situation is becoming hilarious now. Every tech who's coming leaves you in an even bigger despair. Dell tech support is in this case one big failure!

I feel sorry for this mess you've to get through.

But don't.... I really mean don't..... you ever hesitate! You're in your right! You paid a lot for a working system! They really should have replaced your system by now! Is there really nobody inside that crappy organization who's got the power to do something against this? If not, screw them! To hell with Dell!

*Sigh*. I really get frustrated when I see sad situations like this. My strife with them is just about bad programmed fan controllers of several notebook series. At least they are working still.

 

To southcamp8, I do understand that consumer right here is BS, but I have an agreement with Dell upon buying the product which is a 3 years warranty with complete cover. In the completecover service agreement, under section 4, I've got covered during the term of this Agreement, they will repair or replace the Product as necessary to correct any damage to or defects in the Product. For example, under this Agreement, they will repair or replace the Product even if it is damaged because:
1. You spill liquid on the keyboard.
2. You accidentally drop the Product.
3. An electrical surge damages the Product's internal circuitry.
4. The LCD/monitor cracks or shatters in extreme temperatures.

So, back to my case, I have not done any accidental damages to my system now and yet they have never followed the Agreement between me and them. What they did are keep changing parts without knowing what causes the problem. What I've ever wanted is just a working machine. I've had it enough already and am seriously thinking about bringing this to the court as stated in the Agreement because they think replacing the Product stated in the Agreement is not necessary.

 

I'm sorry, but I have to disagree with your statement.
If Dell stands for it's ideology about their service, like the multinational they are today, they shouldn't change their policies for every country different. I mean why f.i. people from Asia have less rights than other or so? Dell is based in a country with a democratic constitution, so they've to act like it. Every human around the world has the same rights. Dell could live up to their standard and be a positive example. So their service should be everywhere the same. Only if the local government laws forces you to act different, but that's a complete different story.

 

Now my system won't function at all (no display, blinking scroll lock and num lock indicator, new processor fan but not working) and even after they changed the damaged processor. They just left everything here and the technician told me that, sorry I cannot fix it and it is not my problem. You have to deal with Dell yourself. And the technician who came to my house to fix the computer had no idea how to put my system back and I had to guide him through the service. This is just madness.

I just called the rep again and this time they said they might consider giving me an option to either refund or replace. I said I wanted to get a working machine. Then he replied, I might send you a new M15x but not with the same spec anymore. Then I said no, I want a full refund or a new M17x. He then replied if you select the M17x then you have to pay for any difference in price and you won't be able to get a full refund as your unit is pretty darn old. And they reminded me with this, " ...remember, you might get it but I cannot promise ".

A few caution words to those who are deciding to get an Alienware outside of US or Canada. Don't buy it unless you are ok with going through all these without getting your system back into working condition.

P.S If you have received your system in good condition, then congratulations. If not, don't let any of the Dell's technician touch it, go do the repair on your own and if you decided to call them, then this may be what you get in the end.

 

to the OP i feel your pain. I bought a couple dell machines a year or two ago and nothing but pain and frustration. Made the switch to the macbook line recently and have not looked back.

From my experience and the countless stories I've heard, Dell is not a company that you want to do business with. Shameful, just shameful. No other word I can use to describe them.

A lot of people complain about everything from build quality to customer service as far as Dell is concerned. However the problems go even deeper than that. Upon close inspection you will find that even Dell's motherboards use cheaper and lower quality components than those of competing brands. By components I'm not referring to CPUs or GPUs but rather voltage regulators, capacitors, inverters, and the like. This is one of the big reasons behind the strangely high failure rates of Dell machines aside from the horrible technicians that ruin computers rather than fix them.

goodluck man

 

Thank you and I would never go back to Dell anymore.

 

Now what I wished is that someone from engadget or other sites post this up with the title or something like " Dell abused its customers due to the lack of proper consumer rights in Asia country ". I don't think anyone would do that, but that's just the truth.

 

If you have a three or more years advanced or complete care warranty you are entitled to a world wide service, so you could try and talk to US support, they might help better.
If they need to dispatch parts just use a mail forwarding address (see guide in my sig about buying from US Dell)

 

OH MY GOODNESS! Im about to buy an M15X and unfortunately we are in the same country dude! God, im scared if this thing happen to me! Should i buy it from my country or get it from US instead??

 

This is true, you should be entitled to some kind of warranty. Even though you are living in Asia. Also I believe that the words about not being able to get the same specs because of the machine you have is an older model might indicate that they will have to find you something that will match your hardware specs(some kind of i typed cpu etc.). Was that not what you ask for? A replacement that works? I simply cannot believe that they will deny you that However how can your machine be old if your m15x has an Core i7 820QM cpu? That does not make sense to me????

Perhaps you should also know that in Scandinavia the consumer law only gives us the consumers the right to get a new machine with the same specs or a refund in a cases like yours. I believe the issue here is that you are asking for an m17x and not a m15x. In that case you should take a humble stance and explain how this has been a major issue and how it has affected your work etc. Be polite and ask for a refund instead if they do not agree on a m17x replacement(it is not illegal to reject you this as you bought a m15x). I believe that it should be the same in USA as well as here in Scandinavia(replacement(same machine, same specs or better or refunds ) when it comes to ask for a replacement(Malaysia's consumer laws I do not anything about). Anyway good luck with it and hope that they grant your wish and give you a nice m17x replacement Oh forgot to write that I also emailed the boss [email protected] and a nice Lady from Denmark emailed back on his behalf and made sure that my issue were solved.

 

Sorry you are having so much trouble. I had only one major problem with my M17x and I emailed [email protected] to express my concern. After 2 days, they called me and offered me a refurbished system with the same specs as before. I said fine as long as it works. Then the told me that they can't find a refurbished system with the same specs so they said they will send me a new unit. The new unit they was going to send had a WXGA screen while I originally had a WUXGA screen so because of this, they will be upgrading me to a R2. I am in the US of course but I feel that you should receive this same treatment no matter where you are located because they charge you guys the same as us and sometimes more!

 

All I could say is, it's like a bidding game, just like Sports TOTO. If you receive a flawless system, then that's called a win. If you don't, then good luck dealing with them.

 

Well, congratulations on your new machine. I would be happy if I get the same treatment like you. Indeed, I requested a M17x as a replacement unit because it's still cheaper or equal in terms of price compared to my upgraded M15x therefore I think I am not asking too much here.

Well, what they meant by my system is old was that it has been sold for 6 months and that's considered old to them.

 

I can really not see why they should not treat you nice. I mean the machine is only 6 months old and it has been repaired more than three times(actually a load of times from what I can read) I strongly believe that Dell likes to have satisfied customers and that Dell will offer you a nice replacement. Anyway please tell us all how it works out when you get an answer

 

I will always keep this thread updated and thanks a lot to those who read this thread and tried to help me.

 

Out of boredom, I've added a poll into this thread. Just to kill some time here and see what do you people think.

 

Is there still a chance for a refund? It's because of their ignorance you're stuck in this mess.

 

Hey guys, here comes the updates. Today, Dell gave me a call and told me that they decided to give me a M17x-R2 ( same spec as my M15x ) as a replacement unit for my M15x. I haven't get the quotation for the spec yet but they say I will get it by tomorrow. I never dreamt before it'd be this way.

 

See?

The emails worked.

I'm glad that Dell is doing the right thing for you.

Let us know how that new system works out for you.

I am currently writing this from my replacement R2.

Good Luck.

 

I second that. Glad that they finally heard my voice and started doing something good. Well, I shouldn't get too happy though, anything can happen tomorrow. But anyway, many thanks to those who helped me in this matter.

 

Man,

Are you trying to tempt fate?

Knock on wood or something...

Of course anything can happen tomorrow, like an asteroid impact or something.

Tomorrow is tomorrow. Today they've offered a new R2.

 

You are right, I should be very thankful that I get my poor system replaced. Will see what's the spec they are giving me in that R2. Hope I can get it with some upgrades.

 

At least I'm glad Dell came to it's senses after a long time. I hope from now on everything will turn out right for you.
Congratz in advance.

 

Keep us posted.

I'm sure that they will take care of you.

 

Great man! Congratulation

 

Thanks!

By the way, Dell called me today and told me this would be what I get for the replacement.

M15x -> M17x-R2
i7 820QM ---> Same
Windows 7 Ultimate ---> Same
4Gb 1333 DDR3 ---> 6Gb 1333 DDR3
500 Gb HD ---> 640 Gb HD *2x320 GB in RAID 0*
WUXGA LCD ---> WUXGA RGB LCD
GTX 260m ---> 5870m
Painted Magnesium Cosmic black ---> Anodized Aluminum Lunar Silver

What do you think about it?

 

You got an excellent replacement. Congrats mate!

 

It's a very nice upgrade, take it.

 

Thanks! I will take it.

 

agreed....nice replacement.

 

It was worth all the trouble. Nice rig you got there.

 

I doubt it, but anyway, I am pretty satisfied with the replacement.

Thanks! Let's hope it will be trouble free!

 

I second that. They shouldn't keep you on the hook so long.

OMG, if not it'll start all over again.

 

Indeed a very nice replacement Go for it!

 

wow man, there is something good above all this, you get something even better there!nice one, i envy you... sobx

 

Thanks man, I already did.

 

Don't envy! In fact, I envy those who bought a notebook without any problems. I would say that it is not worth going through all the troubles and get an upgraded replacement system in the end. I'd rather have a system working flawlessly.