Tech guy broke my M17x what should I do?

Hi there

First post so go easy!

I have had a large amount of problems wit my M17x. Its been hanging booting bios alien head loading and then nothing.

I spoke to tech support and they changed the motherboard and the cpu qx9300.

The tech guy they sent hadnt worked on the machine before and to cut a long story short he's broken the machine.

He used a screwdriver to try and prise off the plastic inbetween the keyboard and the lcd, not realising you have to undo the 2 long screws.

when he discovered that he removed it but i had to download a guide to show him how to remove the palm rest.

I have now discovered he manged to break off the ribbon conector on the back of the plastic strip just mentioned and fixed it back on with tape.

my m17x now does not boot, intermitent lights, screen or boot.

the num lock scroll light flash and the caps light stays on.

the system blue screens with a paging error in a non paged area or something like that.

or numerous other blue screens.

i get over clock failed even at clock speeds.

and now its dead and doesnt do anything!

apart from the rear lcd alien head lights up when i conect power.


have spoken to tech support since mid december issues still on going

they have requested i return unit to base which i have refused.

they dont know whats wrong but suspects are mother board, ram, lcd, cpu and or graphics card. in addition to the parts the tech guy broke!

any advice???

 

Call Dell and demand a replacement system.

 

I would send it in and pray. Unfortunately it seems you are short on proof and I would rely on the good will of AW to get your problem fixed.

 

Why not return it?

 

I have 5 years NBD warrenty! and there are horor stories on here on the length of time it takes

 

would proof be the ribbon cable stuck in place with masking tape?

 

I will pm you a number to call Dell. They handle cust satisfactions.. That's where I called to get my screen replaced because of a single dead pixel. I am sure they are going to hook you up.

 

have not received anything yet?

 

If they offered you the option to return it, do so. Then demand they send you a brand new one, with a couple upgrades, for your trouble. If they resist, get angry.

We pay a lot of money for these machines. Demand they make it right.

 

I realize this is just part of your worries, but I had this problem this morning after I took mine apart. I think I took it apart 4 times today. Make sure the LCD connector is properly seated. Mine wasn't and I had the same blinking lights and nothing on screen. Worked for me but good luck. Be polite but be firm and let them know that when they send a tech they should really send somone out properly trained, and that as a valued customer you deserve it. Oh, and send it in, that laptop may be good for parts and thats about it. Lemon. It's not doing you any good as it is. What have you got to lose? Besides, having to arrange a tech to come out and run trial and error on it is going to eat up more time since they will probably keep bringing the wrong part

 

tech support guy said he would give me a evening call back about the matter its 8.30pm now not sure when they are open till.

 

they are open till midnight I believe.

 

The tech guy that worked on mine was from a sub contracted company from the company that services Dell Uk.

He said that he had seen a 5 min video once in training about the m17x but never thought they would see one in the field.

He was polite and seemed a nice guy but having found that the ribbon cable was held in by masking tape and the conector missing

I dont have any real confidence in the rest of the work, sure your right it could be partly a lose cable or connection but should it really be down to the customer to put right faults left by tech engineer?

although some of the current problems were evident before the motherboard and cpu were changed.

the hanging on the alienware head screen,

the blue screening, the over clocked failour on stock speeds.

think really ive landed a lemon

i would rather they changed the system

 

you're too new to receive PMs.

 

Go throw a bunch of posts in off topic section. I think yu need a total of 10 posts

 

Off topic don't count towards your post count.

 

just add john@ and .com to my name on here! and i should get any message.

 

do you mean posts or threads as this makes 8

 

If you got the complet care with the acidental damage then for sure Dell will sned the parts out to replace it even if the tech is the one who screwed it up and broke it then dell will notifie the tech company and file a complaint to try and get there money back
but if you did not get the complet care damage warranty all i can say is good luck trying to get that fixed im sorry man and i feel for you but you will have ot take that up with the tech company themselfs when that happens you need to get him to reconize he or she broke it before they close the ticket out then they can still deal with it but if they close the serrvvice tiket on it you need to deal with dell directly

 

I do not have complete care!

the problem with the tech guy doesnt seem to be a problem with my dealings with dell on this issue.

the system had problems before the tech guy arrived he just added another dimension to it.

 

Then you should be able to return the system as long as you are withing hte refund time and since the system came to you damage they will waive the restocking fee but i think you have 21 dyas to return it unless you bough tit during the hollidays then you have undtill Jan 15th to return it

 

I have had the system for almost 4 months!

i do not have the option to return it.

 

No proof would be catching the guy in the act and even then he could say he found it like that. If it has come to this point obviously the tech lied and denied wrong doing. Ive been down this road before and it can be dicey.

 

Ok your into the warranty without the option to return. AW has said to send it in. If your computer has as many issues as you say they most likely rip out the guts and put in new/refurb parts. This is really the only option you have.

What I would do. I would send it in and call every day. I would inform them that this is a integral part of your daily life and is a large inconvenience. Maybe you get an upgrade, maybe not. Do your best to be firm but reasonable. At this point they are only truly obligated to fix your laptop with any way they see fit.

 

im waiting for a call back from tech

 

Wedding, this is not going to get you anywhere. You need to phone Dell Tech Support and discuss the issue directly with them if you want resolution.

Complete Care covers accidental damage (i.e. spills, drops, etc.).

On-site/In Home coverage covers the repair at your home or place of business.

Base warranty is sending it in to the repair depot.

You obviously have Next Business Day replacement since the work was done on-site. If the unit was damaged by the tech, contact Dell with your previous case# and re-open the service call. If you feel you are still not seeing results, then use the Unresolved Issues link on the Dell main page and reference the case#. You will be contacted by Dell's Web Escalations team.

Document every contact/email/communication.

 

Had the same problem with my M15x. Tech scratched up my system and ended up bricking it. The techs keep telling me to send it in for repairs, tried 3 different tech, same result. I ended up calling customer service within 10 min they agreed to send me a replacement unit. But mine was only a week old at the time. If not send it in for repairs, they told me 7-10 days for repairs, and thats not so bad. Good Luck

 

I think it would have be more fare to have put the title, Tech support tried to repair my laptop but made it worse.

the tech guy broke the piece of plastic that secures one of the ribbon cables, the resultent loose fitting and botched tape job has added to some of the error the system already has.

but by no means do i think that the poor work has written my system off, I beleive it was in very poor health before he arrived.

I have spoken to tech and they are doing their best I have confidence that this will be resolved.

although they failed to call me back as promiced tonight.

 

yeah never wait for them, they always wait till the end of their day to call you, so you won't have a chance to call them back.lol I'm pretty sure they will take care of you. Do you have complete care for your lappy?

 

How is it they can send technicians that has no experience repairing a product? It makes even less sense for a technician to get rough with computer components and break them. It really sounds like this guy was fresh out of school or hired off the street.

I hope you can sort things out. Definitely call them back though. Don't wait on them. They likely said they would look into it for you and put it on a TO DO list. So pressure them for some results but be nice about it.

 

everyone loves alienware because of their great quality and great costumer support... oh wait...

 

me too..wow i am not the only one brotha

 

Well, I hope I am not hijacking this thread, but the tech came out yet again to try to replace the motherboard, bluray (again) and processor, and well, my M15x still does not boot or post. (remember, this all originated from a faulty blu-ray drive) Yipeee! The tech called their tech hotline and they agreed to exchange my M15x. Does anyone have any experience with this when their is an exchange issued?

Edit: Sorry I just realized this thread was for the M17x. Would love some responses anyway if that's okay!

 

If you have the inhome service warranty then they need to send a tech out with all the parts but with as many problems as you have they might just send you a refurbished system

but if they don't want to send a refurbished system then send it in becasue they wont send you the plastic parts but oncce they get the system what they will do then is see what is wrong and most likly just save there time and money by sending you a replacment system

 

If some one could let me know the escaltion procedures for alienware i would apreciate it for the Uk,

I am all to famliar with Dell escaltions!

a contact email or number for alienware escalation would be perfect!

 

Wedding, the process I posted is the same for the UK. The UK Unresolved Issues link is: http://support.euro.dell.com/suppor...ellcare/en/outstanding_issues?c=uk&l=en&s=gen

 

had mine exchanged, took about a week to get new system, once you get new system you have 10 days to return old system. everything went smooth, customer service rep called me almost everyday to keep me posted. overall had a good experience getting replacement. hope this helps

 

My experiance sofar,

have not been very good

yesterday i was promiced an evening call back which did not happen.

sent 4 or 5 emails today no answer, then i received one from a supervisor saying that they can quickly sort this out by sending out a service engineer.

i emailed back and said that this was not aceptable and asked how when they do not know what the fault is and the system is dead.

i had spoken to 2 different tech support guys on the phone both whom recomended i received a replacement system.

also as the previous service guy had made things worse i had no confidence in them.

I have also no sent numerous emails to the un resolved issues, that promices a 1 day reply and have heard nothing for days from them either.

when i did get back through to tech suport to speak to supervisor she told the tech guy that she was going to a meeting and she would call me tomorrow.

so much for a speady resolution

pulling my hair out

 

Well I'm having a similar problem with the Dell engineers. They came twice so far, trying to fix other problems with my M15x and scratched up the hinge cover, palm rest and magesium lid cover, etc. I'm not talking about small scratches, these scratches are long and quite deep.

Don't bother wasting your time sending emails, they never respond. I sent out 5 emails, the first one over 2 months ago and never received a response for any of them.

 

never wait for emails from dell most of the time you won't even get a reply. just have to keep calling them for fastest result. even if they tell you their going to call, always call them first. bug the hell out of them, that how you get things done fast. otherwise it will take forever.

 

Don't send emails, takes days for them to reply.

Call, demand a new replacement system.

Alot of their customer service representatives are clueless....that goes for every big company.

Priority now is to get your system fixed or get it replaced, complaining about how they handled your case comes later in an official complaint letter (which they will reply to with some sort of bs..).

 

Have been waiting over a week now from several emails to the un resolved issues form online.

promices a 1 buisness day responce.

getting about one email aday from supervisor alienware tech but no return calls as promiced

 

Ok quick update,

Have just got off the phone to alienware tech support in slovakia, The Tech support guy again recomended that the system be replaced.

However as it has be escalated already he can only email them to say that i havce called.

this is taking alot longer than DELL as i know their procedures inside out!
very frustraiting