Thanks for trying. I'd like a refund, please.

The following message was just sent to Alienware customer support. I will be sure to keep you all updated of my progress.

Armando or James, your assistance to expedite this process would be appreciated. I don't have time to play games with customer service, and I know you two can help get the job done.

--------------------

I purchased my m15x notebook on January 19, 2008 for $3,648.41.

On March 23, 2008, my m15x was sent in for repairs, because the screen casing had popped open at the hinges:





After being hassled about whether or not the damage was covered under warranty, my machine was reluctantly repaired and returned to me. I received the repaired machine on June 24th: almost 3 months after I had sent the machine in.

It is now July 17th. The repairs done to my machine have failed to solve the problem, and the original damage to the machine has already resurfaced:







I appreciate the repair department's attempts to fix my machine, but I do not have the time to play games any more. I would like a full refund for my m15x: $3,648.41.

Thank you in advance for your assistance.

Justin Smith

Alienware m15x
Invoice ######
Account ######
fex at fex-online dot com

 

Isn't this a known problem with the m15x? If so, you might want to point that out.

 

I agree I am done playing games and I WILL NOT pay any damn restocking fee

 

If you purchased it with a credit card, you'll have a little leverage. Chargebacks.

No one should pay restocking fees when a product is defective.

 

:/ good luck man I feel sorry for you.

 

Fex, I'll be communicating with you via PM shortly.

Sorry for all these problems you're having and we'll be in contact soon.

 

maybe super glue the gap?

 

sorry to hear of your problems fex, that just sux
did they replace the whole chassis for you or just try to repair the hinge.
if it was the latter i wonder why when mine went in for a new motherboard they also changed the chassis when the only problem with it was the squeaking when opened/shut.
good luck mate. any idea in which direction you will be going now.

 

James I need you to pm me as well please

 

So Fex what is the verdict? I still have not been contacted by James,Armando, or roswell today. To make things worse I'm going to the beach tomorrow...

 

Anyway, good news from Alienware-James:

I will continue to keep everyone updated. In the mean time, I'm deciding what to replace this machine with over here.

 

Hi Fex,

I'm very very very happy for you, though it had to come about in a crappy fashion. My laptop bulge has been holding up for the moment. I hate looking at that corner. And now there is a fourth person having the problem! There is a difference though, it's on the left side.

 

I received my RMA number and shipping label today, and I will be shipping it over the weekend.

I am very excited to be getting my money back, to say the least.

 

Fex,

You were the first to have it repeat...now I'm the second... Flipped her open this morning, and POP...

I had just ordered a SB battery and HDD kit...

 

Good luck on the refund. :]

 

what are you going to buy with your refund?

I'm so glad i didn't buy an Alienware, I came very close over the last 2 weeks after seeing my friends m9750, then I decided to do some more research and somehow came across this site . . . and well, the rest is history.

Now i know about sagernotebook.com . . . .

They'll probably get my business unless I decide to buy from powernotebook.com

 

@GamerPro - I am sending you a PM but make sure you buy your notebook from xoticpc.com. They are a great Sager reseller and when you buy from them make sure to buy their warranty.

 

This thread will be closed until I have cleaned up posts and given out infractions.

Edit: Thread reopened. Stay on-topic, please.

 

Thank you, Chaz.

I've scheduled my pickup for Monday, so I've got about 32 hours to back everything up, say my last goodbyes (and maybe a secret good riddance), and get everything packages.

Then, it's back to my barely-functional HP dv5000 for a few weeks while I'm waitin' for the new machine! XD

Through Xotic:

Sager NP8660
- 15.4" WUXGA "Matte Type" Super Clear Ultra Bright Screen (1920x1200)
- ~Intel® T9600 45nm "Montevina" Core™2 Duo 2.80GHz w/6MB L2 On-die cache - 1066MHz FSB 35 watt
- 512MB PCI-Express nVidia GeForce 9800M GT DDR3 DX10 (User Upgradeable)
- ~ 4,096MB DDR3 1066MHz Dual Channel Memory (2 SODIMMS) (Requires Vista 64-Bit to recognize Full 4GB)
- ~Combo 8x8x6x4x Dual Layer DVD +/-R/RW 5x DVD-RAM 24x CD-R/RW Drive w/Softwares
- ~ 200GB 7200RPM (Serial-ATA II 300 - 16MB Cache)
- Full Size Notebook Cooler - Dual Fans - USB Powered
- ~Windows Vista Home Premium 64-Bit Installed (64&32-Bit CD Included) w/ Drivers & Utilities CD's
- Sager 2 Year Parts & Labor Warranty + 30 Day NO Dead Pixel Warranty w/ Lifetime 24/7 DOMESTIC Toll Free Customer Service

$2,831.00

 

get 5K320, same speed, more space.

 

Fex, Good luck with whatever you decide to buy. Post here when you get your new rig and why you made that choice. FYI i am very happy with the M17X. Quality, performance, and build seem much better than the M15X i had previously. My only complaint so far is the huge power brick.

 

or 7k320 more speed, more space

 

I thought about going a bit bigger with my hard drive, but the truth is that I've got enough external hard drives to last me a lifetime. I figured I'd get something nice and fast, but not worry about space too much.

 

Good luck with the new machine.

Hope it won't have the same problems as the m15x.

 

um... Jay, you need to correctly set the date on your camera...

dude, go for refund... why hit yourself on the head over, and over, and over...

good luck bro...

 

Whoops! Yeah you're right...haha.. I guess I had an m15x WAY before anyone else... I am going for a refund. I'm working with AW-James on it right now. They cancelled my SB battery and HDD kit order.

 

I am a Sager guy and I must say I really do feel bad for the ones who ended up with the inherently flawed machines that broke on them sooner then later.

It is really good to see James and Armando doing whats right. +1 for AW tech support...Well...if your a NBR member

 

I waved goodbye to a 22" cardboard cube, this morning, and let out a sigh of relief.

Then I realized that I'll be stuck on my ancient and barely functional HP Pavilion dv5000 (again!) for several weeks, while waiting for my new machine. This should be fun. :[

I'll keep you all up to date.

 

I haven't received a response from AW-James as of yet, but I'm definitely demanding a refund.

I was just given the old "please let us have a senior technician look into your problem."

My response, "um, no. I don't want this problem to be "fixed" a second, third, fourth time, etc".

"we apologize, but your thirty day grace period has passed."

Please please please ask me if I care...

I honestly don't see why I wouldn't deserve the same respect and treatment as you, Fex...not to bring you into this... but seriously, I think anyone who has an m15x that is breaking repeatedly after a few months deserves a refund and an apology...

 

Dont know your story or why they arent treating you the same way as fex, but using the word "i demand" is always a big no no for me if you dont have the paperwork and contracts to back it up. usually it just pisses customer agents off a bit and they just give u a straight no as an answer. But that is just my experience.

 

As Svarto says, it's just better to keep your cool and try to establish a "connection" with your CS.
Appart from that... I completely understand your anger. One that is informed and knows what you have all been through can't really keep itself indifferent.

Don't worry, I'm sure you will get your refund.

And... where is that joint letter to Engadget with all of you guys' pictures and experiences?

 

Jay I am completely behind you man. And yes, you have every reason to "demand" a refund from them, considering how they have been treating you.

 

I'm the other guy who has the problem in the left corner. Jay, how many times did you send it in? I PM'ed AW James and said I do not want to have to send it back to them multiple times. My plan is to give them ONE chance to get it right... after that it will be a long hard battle for a full refund.

And trust me, I'm not looking for a new laptop (ie a sager). I love my computer and don't want to go through the hassle of backing everything up, transferring, etc. I just want it to not be broken. That's all I ask.

 

If my magical estimation powers are accurate, my machine should have arrived at Alienware's return facility yesterday. Hopefully, that means I'll be hearing something from them today, and I should have my refund by Tuesday...ish? I'll be placing my order at XoticPC the instant my money hits my account, which means I should be back in business by... next Friday?

Meanwhile, trying to keep up with summer classes on my barely functional HP Pavilion dv5000 (who I have lovingly named "Halfie," since the bottom half of its monitor died a long time ago) has been less than entertaining. Don't even get me started on gaming. CoD4 at 640x480 at all its lowest settings runs at ~13 fps (wooooo!). I've never been more tempted to try cryogenic freezing in my life.

 

lol...btw fex..are you in college?

 

5th-year Senior at IUPUI for IT - New Media. Graphic design, web development, game design and development, 3d art, and a little bit of digital music composition, when I get the chance.

 

wow..im going to Purdue...Aerospace Engineering..btw are u on DeviantArt?

 

I was, way back in high school, but I've always been really bad at keeping it updated (and, frankly, I usually spend more time doing boring class work or gaming than working on art for personal purposes, nowadays). A year or two back, I wiped it clean and left, so I could stop feeling guilty about neglecting it! XD

One of these days, I wouldn't mind starting a new one back up, if only to upload my music.

 

i'm asking for a refund as well, for the 10th time.

 

This is the reply I got from James:

Hello,
We apologize for any inconvenience this may have caused. Unfortunately, 30+ day cancellations are at the discretion of our Customer Service team. Please contact 866-287-6727
Thank you,
James

 

I contacted AW Customer Support (again) and immediately requested the supervisor. He is passing my case along to the "internal specialist team". They are supposed to contact me within 2 days. At this point I am through with giving them opportunities to fix the issue. I am pushing for a full refund, as the problem is inherent in the design of the system and cannot be fixed.

I'll keep you updated on my progress and believe me, I am providing links, pictures, documentation, etc.

Hopefully AW owns up to their screw up with this system and does the right thing.

 

Buzzin, just a word of advise...
They will use any information you post in this forum, so be careful with what you say.

Appart from that, I can only ask you not to stop at your problem solution.
We are all still waiting for fez, jay and you letter to Engadget. I really want this story to get out there and get the proper coverage it deserves.

It's like David vs Goliath (the costumers being David, of course...)... I hope we can hit that rock right in the eye of merchandising and marketing Goliath that AW became! (yes, I did see "In the Valey of Elah").

Good luck,
M.

 

Thanks milcs.

 

milcs have you posted an update to what has/will happen re your situation

PM me if you have

 

I didn't no... As I already said though, I won't be having the M15x anymore.
When I find time (kind of busy trying to write my PhD thesis), I will try and make something out of the emails and contacts I had from AW.

It's nothing too much... is just that they refused giving me my laptop because of my interventions in this forum. And thinking we were in a free world... Censorship still lives wherever you'll go!

 

that's not big...???? you can prove all you have said, if not they would have made a public statement here telling us all otherwise...

I would spend a night if I where you to write an article or trying to get on the good old BBC watchdog...or get 1 share in dell turn up for the shareholder meeting and ask some embarrassing questions...

did you get a refund though? as that would perhaps made me leave it as well.

 

Buzzin, i understand you are frustrated and angry at AW. But please control yourself and dont resort to spamming the forum with a "copy and paste" response to all threads relating to m15x spec questions.

It just makes you look stupid.

 

Well... at least I got to keep a charger and a battery and the cap!
Anyone wants those? Selling them for cheap!

I did receive my refund yes... I will write soon here. And then I will see... It is bad yes, but well... life goes on. I just want to help new people now... I'm old news!

 

the neutral comes in

Well he's mad as hell, the issue that AW don't get is with something as powerful and looking as it does, ppl go up in arms when something goes wrong. Sager looks well... and it has it's problems.. so by creating "the best system" they unfortunately make them self prune to very harsh critique.

It's called marketing and expectations which don't go hand in hand in some cases, when the case if flimsy..

 

i dont know if this will be any help but when i tried to return my m15x after 19 days for a refund i was told,sorry but you only have a 14 day return policy. this had actually been extended on the first day to 30 days by the agent i was dealing with as a show of good will. on the 19th day i was told they had no record of it being extended. the only option i had was to return it for repair and when i receive it back from repair i then had the 14 days return policy start again.
it still wasnt sorted so within 30 minutes of opening the box and checking the system i phoned for a refund and they agreed.