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

I'm very eager to see how third-party intervention works.

I wish you the best of luck.

 

Same here. I'm really interested to know what happens and if there is anything we can do to help you with this case.

 

When I went through the BBB for my refund, alienware would offer to repair the unit and I would say I want a refund. They would then tell the BBB that I wanted to keep the unit and the issue was resolved....your gonna be in for a fight that's just how alienware is.

 

My blood pressure rises every time I have to talk to these people or even think about the fact I'm sitting on a $2300 pile of crap. I deal with hundreds of different model laptops in the IT industry and I am so disappointed with the quality of this laptop. Give me a plain jane Dell that doesn't break down all the time and I'll be happy.

 

Maybe they are giving you an M17x fully loaded. Who knows!?
I think they will admit that they won't be able to provide you a good enough quality with the M15x and upgrade you to the M15x's big brother.
By the way... what kind of hinges does the M17x has?

 

I'm also curious to see from the new wave of m17x owners if the build quality is at all improved.

In other news, it has now been a week (a very long week, since I have absolutely no gaming capacity), and I haven't heard anything yet. It would be nice to know that my machine has arrived. It would be nicer to have my money so I can start working on my new machine, before I go nuts.

 

Fex,

You should have a tracking number you can check online. It should be included in your return label email from Fedex. My m15x arrived at AW on last Friday.

 

my m17x is built pretty good.. everything has a very nice feel to it strength wise... opens and closes with no abnormal noises.. everything opens and closes... screen is nicely protected

BUT.........

SO MANY PROBLEMS WITH KEYBOARD LIGHTS..

so the guy James - alienware please pm me too

im still having so many problems and no cs rep will do what it takes to fix. and i know now its software related

 

Alienware-James has confirmed that they've received my machine, and the return is being processed.

 

Fex,

Had both a M15X and now the M17X. The quality seems to be good. No chassis defects, great screen, no creaking lid, better hinges, and so far no downclocking issues like i had with the 15X. Personally i like the matte black finish better than the glossy M15X finish. But that is a matter of personal opinion.

 

Every time I call CSR, the same guy answers. He has told me for TWO days now that a supervisor will be contacting me "today". Yet no one ever calls. When I call him back, its the same story. Can someone tell me WTF is going on here? I never in my life have had such a bad experience with a company. The quality of the product is bad enough, but can't they get customer service right?

 

PS - I would not take another m15x.

 

Wow, I wish I had done more research about this company before I decided to purchase:
AW Complaints

 

This thread brought back old memories for me, I started out with the old Alienware Area-51m's (the ones with the notorious wireless connections and extreme overheating issues... oh and also the "upgradeable graphics cards"), it was sent to repair a record 14 times (typical 1 month or more turnaround) in the 2 years I owned it. And for very legitimate reasons - trust me.

I was rather naive at the time and didn't ask for anything - and was always polite to Alienware's CS. Well, I finally got upset enough to do something about it and requested a full refund. In turn - they offered me a replacement, but not one for the same initial cost of my defective laptop.

I then stated to them their warranty, which at the time was a full refund - if after a reasonable number of repair attempts were unable to resolve the situation. They've since changed the verbiage in their warranty, oddly right around the time I mentioned it to them - though I don't believe it was due to me.

Anyhow, they sent me a fully loaded Aurora m7700, which was more solid but had major issues as well - it was shaping into the same story with my Area-51m. This one went to repair 4-5 times, and then I caught a break - Fedex lost my laptop. Alienware CS was fully aware of my history with them - and then offered me the m9750.

And there we have it - It appears with the m9750, Alienware finally got it right. Other than the horrendous driver support, I haven't had to send it in once yet (knock on wood.)

 

you can relive this if you get the AW m15x.. down memory lane anyone

 

I am very very upset with the customer service outsourced to Costa Rica (I was corrected when I told them I wanted to speak with someone in the US instead of Mexico). The guy I am speaking with says there is no one above him, apparently he owns the entire company. He refuses to provide a contact number for an American. How are they refunding other users with this issue and ignoring mine?

Additionally, the contacts on this forum, AW-James, AW-Armando, etc are of no help. They ignore me or tell me to contact customer service. How can this be when I have the same issue as Fex and Jayonhavok, sent mine in for repair, came back with the same defect, and now I'm stuck while they get their money back??

What makes me smile behind the scenes is the fact that I make decisions for over 50 businesses in my state about what computers, servers, network equipment to buy on a daily basis. And I have been evaluating the m15x as a powerhouse workstation for field engineers, but it is not holding up to our standards. It's not just little old me they are railroading =)

 

have you tried the Roswell crew?

 

Demanding to speak to an american seems like quite a racist thing to ask for, isnt it enough to just talk to someones boss/superior?

 

Yeah I don't mean to come across racist. I'm certainly not. I just feel like I'm hitting a language barrier with the outsourced support dept.

 

I don't think its racism, I had to do the same thing when I went through dealing with getting my refund. I only got someone located in the US when I spoke with the BBB contact at alienware. It's unfortunate that they don't provide the proper training so that their reps can handle these kind of calls, but that's the teletech way or as people like to say alienware call center lol. If you didn't get what I just said, "Teletech a call center agency handles dell and alienwares call centers"

 

Sorry bwhxeon but i have to disagree, if you call up a CS department and ask to speak with someone with a certain ethnicity then i would see that as racist. If on the other hand you would call up and say, i want to speak with someone that speaks better english, that is completely different. There are plenty of non-americans who speak better english/american than americans.

Anyway, we just have to disagree on this point then i guess. My advice to buzzin was just not to word it like that, cause if someone would call up to me when i was sitting in a swedish callcenter and demand to speak to a swede (i am half czech) i would be very offended. Often people forget that the people in the CS department are human beings, and they often have no control over what the rest of the company does. Shouting or being rude to them will just hurt yourself, cause they can do nothing about your problem and your problem is not their direct fault but if they are helpful they can very easily help you.

 

Alienware manages and maintains its own call center in Costa Rica.

 

Alienware-James, why are other users with the same defect as me getting resolution/refund and I keep getting denied? I have the same problem, sent it in for repair, received it back with the same issue, and want a refund, just like Fex, just like Jayonhavok, etc. What about my case is different?

 

Hi Svarto, I was not rude to the call center guy. If anything he was very rude with me.

PS - American is not an ethnicity. Americans can be black, white, latino, etc.

 

Correction, Alienware-James has not ignored me and has responded, which I appreciate.

 

Buzzin

I like to ask you something, dit you give them more as one change to repair it ?

 

True, thanks for correcting my english. Dont know the right word for it then, people with a certain origin? Anyway, good luck with getting that refund, i really thin u deserve it!

 

Wow, it's post like this that make me feel glad i went with a Sager, at a fraction of the cost.

 

Hey, I wasn't trying to correct you or anything. I actually didn't realize you were from Europe. But anyway, I get your point about being careful to word things so as you don't insult the service reps (who are just trying to do their job and pay their mortgage like everyone else I guess).

 

Hi, no I only shipped it to their repair depot once. The problem is the issue isn't something like a defective video card or hard drive that can easily be swapped out and replaced. The problem with my system is inherent in the design (the lid's hinge is anchored in plastic, which breaks and thus causes the lid to not even open.. see the abundant photos from the OP). The only fix for that is a new design or in my case, a refund.

And btw, I understand computers have problems. I can deal with that and I'm not opposed to giving the vendor a chance to resolve them, but the lack of good customer service here by the call center in Costa Rica is what really kills the deal for me.

I once had an issue with a Dell M170 overheating and they offered to replace it with the M1710, which I was very happy with. The reason I don't want to replace the m15x with another model is the customer service was so terrible that I do not have any faith in any system Alienware produces after this experience.

As I've stated before, I work in the IT industry and oversee thousands of computer systems for large corporations. We get end users bringing us laptops for repair all the time. I have never in my 14 year career seen a laptop with a hinge that was anchored in plastic. Nor have I ever been treated so badly by customer service when calling in to get an issue taken care of.

 

Honestly...Do people really have to get offended because someone would like to talk to someone in the US instead of india, mexico, costa rica, pakistan, ect. Because 99% of the time when your calling outside the US like Costa Rica, I have to talk to someone that has horribly broken english. I have to try explain to them on what I need or want for like an hour and hope they get it right. I always had to go through this talking through CS except when I called Roswell I got someone that had fluent english and I was a lot happier. I don't see anything "racist" about my comment or care if you think it is "racist", it just pisses me off when someone says someone else is racist because they want better service and better service doesn't lye in a country that can hardly speak my language. end rant,lol

 

Is it true that if you send in your system for repair and it comes back with the same issue that you have a 14 day warranty during which you can "cancel" and get your refund? Because I am definitely within my 14 days and want the refund.

 

Just send it back again, write to Engadget, write to [email protected] (or whatever), make a huge post compiling your experience together with Jay, Fex and MrFro...
Sooner than you will be able to say Alienware, you will have your money back.

Good luck

 

Yeah [email protected] went right to my man in Costa Rica... LOL.

 

I have always been irked by customer service departments whose representatives have thick accents. Isn't it their job to communicate with customers? Wouldn't it make sense that linguistic capabilities in the customer's native language be a priority when hiring?

This isn't just a problem with Alienware, either. It's everywhere.

It's not a matter of racism, it's just a matter of quality - for me, anyway. (Although I have known some people who just have serious racism quirks.)

If you hook me up to an operator on the other side of the world, but they speak fluent and understandable English, that's fantastic. And just the same, if you hook me up with an American operator, and I can't understand a word they're saying, that's not fantastic. I've had it happen both ways. Customer service is a joke when you can't communicate with the operator.

Anything to save a buck or two at the expensive of quality [without passing the savings along to the customer]. How typical.

I digress.

 

Exactly!

 

Today I called the Roswell crew about receiving touchpad stickers and was connected with someone with a very thick latino (sounded mexican) accent. The conversation went something like:

Hi, the stickers for the touchpad did not come with my system. I would like them sent to me so it is easier to use.
AW- Is the touchpad enabled?
Me- Yes..I would just like the stickers to eliminate the horrific drag since its the same paint as the rest of the chassis.
AW(as if he never even heard me)- Do you have an external mouse attached? There is a function that disables the touchpad when one is plugged in.
Me- No, I would like the STICKER FOR THE TOUCHPAD. IT'S RECTANGULAR. IT HAS COOL ALIEN SYMBOLS ON IT. YOU STICK IT ON THE TOUCHPAD FOR LESS FRICTION AND EASIER USE.
AW- So you have trouble finding the touchpad? You can enable the light pipe around the touchpad so its easier to see.
Me- No, I need the STICKERS that you STICK on the TOUCHPAD so that it is EASIER TO USE BECAUSE THERE IS LESS FRICTION WITH THEM. THE LIGHT IS ENABLED. THE TOUCHPAD IS PRETTY. I JUST HAVE TROUBLE USING IT. PLEASE SEND ME THE STICKERS.
AW- Ohh, Ok I see what you mean

Couple minutes later talking about the simultaneous keyboard/touchpad usage (which AW james helped me fix earlier)
Me- So I installed the new driver for the touchpad that states "Allows the touchpad and keyboard to be used simultaneously" but there is a lag after i use the keyboard for 1-2 seconds when I can't use the touchpad
AW- What do you need to use both for? (I thought this question was unnecessary)
Me- For instance gaming when i want to move and click at the same time (not uncommon to play wow on my lap)
AW- Ok. Well is the touchpad enabled? (same run around)
Me- Yes!!! I JUST CANT USE THE TOUCHPAD AND KEYBOARD AT THE SAME TIME
AW, after 10 minutes of waiting on phone- I can't find anything..this is the first case I've heard. I will get back to you and maybe you will have to send it in for repairs (nothx)

It was the palm sensitivity all along -.-

So yes, I wholeheartedly agree with your request for English customer service representatives.

 

"The problem with my system is inherent in the design the lid's hinge is anchored in plastic, which breaks and thus causes the lid to not even open"

( i can not imagne that AW let a fault like this, f...up there name )

maybe AW James can answer this ?

possible AW has a update on this matter on there lid ?

don't get me wrong if you want a refund, you should get it that easy.

 

Then you certainly are not well informed...

 

I am awaiting someone from AW-James' escalation team to contact me.

 

Still waiting...

 

yes,this is what happened to me. when i received it back with 3dmark06 scores over 2000 lower and someone elses chassis i immediately phoned and asked for a refund and they accepted without any arguments.

is your touchpad working ok now BattleDuck?








sorry, i just could'nt resist that

 

I've been connected with plenty from AW. Either that or it was the same guy every time. I too also petition for English fluent representatives.

 

Hardly they will accept this hinge anchored in plastic as a "full refund" problem.

Since if they accept your claim, they are accepting that the m15x has a design flaw, and design flaw can imply in mass returns.

Only advice is: relax, be polite and if they resend you a m15x so test it out, if there are problems again, use this problems to get a refund.

About CS: i think AW could profit from Dell Support Centers, since they are nearly all around the world, this would improve 100x their service.

 

Well the fact that they refunded Fex and Jayonhavok, who had the same issue and the same order of events leads me to believe they are playing the game with me. Fex ordered his on the exact day I ordered mine (launch day).

Our stories are nearly identical:
1) Ordered m15x.
2) Hinge broke in same spot, resulting in non usable laptop.
3) Returned for repair.
4) Issue recurred.
5) Refund issued (for everyone but me)

I'm still waiting to hear from an AW customer service rep. If this is not resolved to my satisfaction soon, I feel very strongly about starting a website detailing my story with pictures, copies of correspondence, etc. That gives AW bad press for months and years to come.

You'd think refunding me would be the wise marketing/business decision, but then again you'd also think no one would be stupid enough to design a laptop with a plastic hinge.

Not only should it be in their best interest to take care of me, it's the *right* thing to do. Own up to the fault, admit it, make amends, and everyone will be forgiving. The worst thing they can do is continue to deny, discriminate, and be disrespectful. Man up Alienware!

 

Hmmm... i forgot fex and Jay's issues... them you shouldn't being having this big issue for the refund.

 

If you need any testimonials or information to help you out, give me a ring. You're absolutely right, it's unethical and inconsistent to treat customers differently for the same situation.

My only thought is that Alienware realized they're about to have a huge problem on their hands, and they're locking down before it gets out of control. If that's the case, thank God I got out early.

 

hey guys hate to say it but I got my machine in early Feb. Now you can add me to the broken hinge club. Finally got my cpu downclocking fixed and now I have a broken hinge. Looks like to me that over time of opening and closing the lid the the little brass bolts that are attached to the lid break the plastic. Man this sux!!!!

 

Damn that sucks tacomenace

 

oh my god, this is seriously bad news! Have u contacted AW? If you have time could u upload a few pictures like the others did?

This is getting ridicolous, serious design flaw!