The Alien Has Landed

UPDATE:
the alien has left the building and returned to the mother ship.

dhl have just picked my m15x up to return for repair after AW said i did not have an extended 30 day cancelation (not the sort of thing i would make up especially when the calls are meant to be recorded).i was offered this as a sign of good will as it was faulty straight out of the box.
after speaking to tech support for the god knows how many times i decided i wanted a refund. dont get me wrong,the m15x is a beast of a machine and if the whole order process had gone smoothly and it had not had any problems then i would of been very happy on spending £2000+/$4000+ but with all the problems i have had and the amount of time i have spent on the phone to tech support then it gets a bit of a joke and i just wanted to get rid of the computer with a refund and then fly off to las vegas to get over the stress of the whole experience.
when i finally get my m15x back after repair (and i bet they give it to their top tech guys so as it gets sent back fully working) i will have another 14 days to cancel but only if it is still faulty so it looks like i am stuck with it.

tune back in soon for the next installment.............

 

hey Mrdj did you include a note for the techs letting them know about all the problems your having?

 

His AW rep should have included all the info when creating the repair info. Mine just came back from a repair and the tech figured everything out without me including any notes (other than IDing the RMA)

 

i certainly did, 2 a4 pages of them. also left 4 jpg on the desktop with the 3Dmark06 scores ranging from 9800 on day 2 to 3000-4000 for the last 2 weeks. now if they dont find a problem there i will be very surprised.

 

Sad to hear yours has to travel back, too! Those notes will shurely help, but I hope you didn't forget to write em that you don't want any new issues, cause I forget to mention that and got plenty of 'em after repairs!

Just kidding, wish you luck for your system!

 

thanks crizzler
if there are any new issues then they know i will totaly get a refund within the 14 days so they had better make sure.

i like the way it travels back in style by plane but by road when its on its way to us.

 

update:
just had a call from AW and he said they cant find anything wrong with it.
after i explained about all the technical complications i had suffered he said he would pass this onto the person working on my system. i thought it was supposed to be a one on one system where you actually spoke to the person trying to repair your system. after explaining i had left 4 pictures of the 3D scores and the 2 a4 sheets of problems i had had since day 1 he said he would pass on this info.
ive just looked at all the log calls in my hive i have made and i think there has been a comunication error somewhere along the lines. on the day i got my system 21st april the first log was about the touch sesative controls not working. this was actually logged as "m15x - Touch Sensitive buttons do not work after standby" i dont know where they get the standby bit from as i have never mentioned this as i dont use standby. also on the 21st the next log was "m15x Finger touch buttons sensitivity" i dont know where they got this from as the touch controls didnt start working until the next day on the 22nd.
also 2 posts logged on the 2nd of may have been logged as "Computer locks up at the BIOS / POST screen" this was when i put the computer into hibernation and it wouldnt wake up.

i hope they know what they are doing.

 

wow what a mess.. i dont own a aw but i have a close friend who does. his is also now on its way back after his screen went black and now will not come back on no matter what he does. if i was there to help him i might be able to fix it but im not so he sent it back after hours on the phone..

good luck, hope it gets better

 

Ha ha ha they had me comfused with a person from the UK. I still have all his calls in my Hive area.

I have no idea who has my logged calls. Or even if they are logged. I had to call technical support and explain to them that I live in Canada not in the UK and that my system was purchased in Canada. It was complete mess. And it still is like that.

 

ive most probably got your calls logged.
what a **** up.

anyone seen steve or frank lately.

 

Oh, thought your problems would be over .

I've just read through this thread, all the pages I missed and it looks like I had every single one of the problems you did. First, the hibernation one - computer wouldn't start back. What I did was take the battery out and reset it that way and it worked for me.

My keyboard responsiveness problem is still not fixed, after replacing the keyboard with a new one they've sent (did someone sugges uninstalling the synaptic drivers?). My other major problem is that the Media Card Reader doesn't work AT ALL (MrDJ, have you tried yours?).

They said I should send it back for repairs but I simply have no time. I've been away all of last week and going to a meeting on monday and as I'm dependant on this laptop, I can't afford a month without .

Hope you can sort it out as it's still a great laptop if all these issues would get fixed.

 

that is one thing that i have not had any problems with. the card reader has worked every time even though i dont think it is sitting properly as you have to fiddle to get the card in. also the same with the port slot,have to shake rattle and roll to get tge x-fi card in.

i use an sd card but ive also just tried a sony memory stick. it took a little longer to register it was there but it worked.

 

update of the last update:

now listen here you lot, i told you i was not going mad.

it was confirmed by tech support that my computer had a FAULTY MOTHER BOARD.
i also mentioned while on the phone about the kenssington lock not being able to lock and they will check on that.i know thats not a major thing but as its also happening to others its worth them looking into it while theve got my beast.

 

Was this system ever tested before released? Is there actually a 200 point inspection?

How can all these issues continue to grow and multiply.

 

totally agree.
after my 24 days on phase 5 they upgraded me to priority build and the last thing i said to them before putting the phone down was please make sure it goes through its 200 point check even if it delays it for another day. i would rather get a fully working system late instead of a faulty system early.

i was gauranteed the full thorough inspection. Hmmmmm!

i think its come back to bite them on the ass.

 

Hasn't bitten them hard enough yet for me.

They owe us a written apology. Not more lame excuses. They need to own up to the issues and regain some trust from it's customers.

I don't read many other forums, but I bet there are other forums with just as many complaints.

 

This is probably one of the biggest, if not the biggest, AW forum on the net

 

what did I said 2 week ago?

 

you was spot on nirvana thank you.

you sure you dont want a job at AW?

 

Bumped up:
next problem.
sorry if im posting these in 2 threads but i think with all the problems ive had i need to keep them all in one place.


oh yes,here we go again.
as crizzler mentioned above i have reported this.
i took both my laptops to a gig i was doing. i had a double kensington lock (same as kingston) that i borrowed from my department that we lock up double £4000/$8000 philips screens.
the reason i took both was to compare on speed and quality as the week before was when my 3Dmark scores dropped from 9000 to 3000.
my fujitsu computer locked without any problems. the m15x was a totally different kettle of fish (****ney slang). no matter how hard i tried it would not lock. i tried both locks and they were the same.

i dont know why but this wasnt at the top of my important list as i thought it was a one off. for one of the dearest laptops on the planet it is only a small flaw but with huge consequences. if laptops start getting stolen because you cant lock them up. i think your insurance company would void your waranty if they found out.

when i got the phonecall from AW to say they could not find anything wrong with my computer was when i got slightly annoyed and started laughing. i asked the person on the phone did he have my computer in front of him and he said no (i thought the person fixing your computer was the person you spoke to). i explained about the pictures of my scores that i had saved on the desk top and he said he would pass this on. i said while i was on the phone could they also check the key lock as ive tried it twice with 2 locks and it wouldnt turn. i asked could it be down to the supplier of the chassis that have spayed to much paint into the hole and thats why it wont turn to lock. he sounded quite worried and said he would pass this on to the engineer that was working on my system. quite worried, i wonder if they already knew about this problem. i have not heard anything back since they found out ive got a faulty motherboard.

something similar happened to my brand new bmw 3 years ago (ive got a new one now) and they recalled every model sold between 2002 & 2005 for a slight modification to do with the central locking. so whats the chance guys

 

i dont think the m15x takes locks that turn. i think you need the ones that can expand.

 

Update monday 19th may

m15x ready to be shipped back to me.

things sorted (hopefully)
new chassis case and new motherboard installed.
case could be to do with the squeaky hinge like a lot of you have been experiancing.

not sorted
kensington lock. tech support mentioned that it was noted but there was no update from the factory so it looks like thats not been looked into.
so everyone with a T lock it looks like you might have to go and buy an expandable lock.

 

Mr DJ, so they changed the chasis/ case beacuse of squeaking?

If so I'll definitely send mine over!!

I still can't believe they sold that Kensington lock without even trying it on the machines.. ridiculous.

 

it looks like it crystak. i only rang to find out if they had replaced the motherboard and he said yes and also the case. he actually said youve almost got a new computer. thing is that i find quite funny is it was a new computer when i sent it back.
despatched and on its way back.

when it was sent to them it went by air but we get road delivery back to us

 

you can request return air shipping. My AW CSR did when my CPU needed replacin

 

too late now,its already on the van.

 

maybe they sent you a refurbished one at first time

 

yeah, I'm just sayin for anyone else/in case you need to send it again in the future (fingers crossed that you won't have to )

 

That's cool though.

they made me go through a return/reorder process instead of replacing the suspect parts (gpu) and now i need to wait months before i get my system. It'll takes weeks to complete the return + reverse manufacturing process... then the order process begins meaning i'm on the bottom of the list of orders once that phase starts. It'll be months before i get my replacement system... that especially stinks given that i initially ordered mine in Feb. That's about 4-5 months since the initially time of order before i (hopefully) get a properly working system. Looks like i don't know the right people.

 

why did they make you return/reorder?

 

thats bogus man.
i hope they are putting you top priority with express build and next day delivery. thats the least they could do.

dont forget the free T shirt

 

THE BEGINNING OF THE END OF MY M15X

computer returned today.

the good news
there is now hardly any creaking with the lid and the light pipe is almost 2-3 times as thick as it previously was.

the bad news
my computer was built for me and not built for astec solutions ltd as it now says on my name plate. there is also a lot of scratches where the case joins together just above the inferred port and all the way to the corner.
the screen looks like it has been cleaned with a brillo pad.
and finally (what ive found so far) the 3Dmark06 scores.
april 23rd - 9698
may 7th - 3559
may 11th - 3600
may 12th - 3563
score done at factory - 7910
im just about to run the test again and will post my findings later.

is a score of 7910 ok or should it be nearer my first score when i first received the computer.

to be honnest it doesnt really matter as it will soon be going back for a full refund. ive just had enough with the whole situation.

after being told on the first day that as a sign of good will they will extend my return policy to 30 days after spending 2 hours on to tech support i was very appreciative of that. then after 18 days the mother board needs replacing i said i would rather have a refund. sorry sir was the reply but i have no record of it being extended. the only option you will have is after your system is returned from repair you will then have another 14 days to cancel.
after hearing that i thought they would have their top guys check it over and replace all the faulty bits and make sure it was fully working so i wouldnt get the chance to return it.
how wrong was i.

 

Sorry to hear that.
You got a different computer? That wasn't intended for you? Maybe they mixed up something.
Regarding the 3dMark... do you have the 8800GTX or the 8700GT on this new laptop? THose scores are far too low.
I'm really sorry for you, and I completely understand why you are feeling like that. It's unnaceptable this kind of service from a, supposedely, top notch laptop manufacturer.
This really makes me wonder... Is the risk of keeping the M15x worth it?

Hang in there MrDJ. Phone them and explain them the situation... tell them this is completely unnaceptable and that they should be ashamed of the service they provide to their clients.

It's going to be sad to see you leave the Desperate M15's owner's boat.

 

Hi milcs
it is the same machine as its still got microsoft 2000 on it and my dj software that i forgot to delete.
im really tired at the moment cos i didnt get much sleep last night. please remind me how i check to see whats loaded as my brains not in gear this morning. it had better be the 8800 loaded otherwise there will be a serious law suite taking place.
i thought they would have done a total re install of the operating system and vista but it doesnt look like they have.

dont worry mate, im not going anywhere,even if it goes back i will still be here trying to help others out in any way i can.

my friend from work is ringing me every day now asking when he can have my fujitsu computer as it was promised to him in march but ive had to keep hold of it because i just cant do without a computer.

any recomendations on other makes of computer that are good gaming laptops. im not sure if i want the 8800 as its been causing so many problems. any idea what the 8700 is like. would it be best to just go for a sony vaio and leave the gaming laptops alone.
so many questions and not enough answers. hellllpppp!

 

below are the 2 readings using 3Dmark06
the first one was done at the factory and the second i have just run myself.
the AW reading of 7910 was passed but what is their margin for a pass mark.
my original reading was 9698 so in my estimation that is quite a drop.

 

Omg so sorry to hear that MrDJ, sound sooo familiar to me :/
Mine came back after repairs with what I think was a refurbished case and screen (also very badly cleaned) and so does yours?

I'm currently waiting for my money and I'm thinking about getting a m1530 from dell, great case, buildquality par excellence and a slightly overclocked 8600 GT with 256 DDR3 VRAM that makes it perform like a 8700! Its still not compareable to the 8800m GTX which still has more than double the power but you do not have to make so much compromises as with the m15x and still can play games at good to decent fps!

edit:
no matter what, a score of just 7xxx is way too low! Thats about 20% less than what it should be!

 

Well, if you are going to send it back, don't think more about it...
If the 8800GTX is there (and working at full clocks), you should have far more than that. On the other hand, I doubt the 8700 would give such high scores. So I really don't know...
Did they detail what they did? Maybe they just took your HDD and put it into a returned or refurbished laptop (hence the name plate and scratches and screen) and forgot to check the GPU.
7000 3dmarks06 for this GPU is simply unnaceptable (obviously it's not working properly).

Regarding laptops... Maybe wait a bit till June, end of June for the new clevo coming out (with montevina platform and also 8800GTX (and eventually 9800)). If you don't want to wait and want to keep on the 15'4 factor, I would say the Dell M1530 is a good choice. It's not a gaming laptop, but will allow you to game (with graphic restrictions) all recent games around (I know, I had it, I gamed...).

 

thanks crizzler
i suppose weve just got to put it down to an unlucky experiance and move on.

ive just noticed something else now.
my screen was solid on the original machine but it made a terrible noise when closing the lid. now its a lot more solid and the closing only has a few squeaks but now im using it the screen is wobleing all the time.

im going to try and do some more tests and post the results later.

 

oh well, thats it. just spoken to cs and as of monday i will be returning it for a refund. i have been so patient and tried not to lose my temper but you can only take so much.
im now going to load the orange box again and enjoy my last bit of gaming before it goes back.

 

Oh well... maybe it's for the best. Sorry to hear that...

 

i will have to come and borrow yours milcs

 

You can come with your little M1530 so that I can ashame you with my powerful machine!
This is, until the point it catches fire...
This morning I was playing Assassins Creed, Crysis... with 4GB and native resolution (medium-high settings) and OH MAN... THat's fast. Really sad for the construction and materials... as the 8800GTX does make the difference.

I'm really sad it didn't work out for you... And worst, how it all happened for you. How can they just give you a new laptop that has already been returned by someone? What's AW doing, really?

 

Wow sorry to hear that another one "bites the dust" (but TBH I'm not really surprised )

Yeah the 8800GTX is one hell of a card but what is it worth inside such a crappy piece of plastic? So sad the alternatives for single 8800 in decent notebooks are so rare or actually non-existant! I think I would have bought a m1730 if they only offered it with a single 8800 since SLI is just a waste of money...

 

wow that really sucks. i wonder if they even checked the laptop before sending it back to you.

if you dont hate the 8800 yet you should wait for the clevo to come out. the other alternative would be the m1530. The m1530 seems to be a very reliable laptop. i dont know if they sorted out the grainy screen problem yet though.

 

M1530 with the 1440X900 screen and you should be OK. I had it and I sent it back to get the M15x... Whyyyyyyyyy???

 

i dont know if they are still using the samsung screens which alot of people kept saying they were really grainy. if the problem is still there just pray you get a lg screen.

 

I had a "grainy screen"... but the 1440x900 have, normally, the LG screen and not the grainy samsung screen. So you will be on the clear there...
If it does have the grainy screen, you just have to send it back and they will send a completely new computer to you (straight away, no questions asked).

 

The light pipe is different thickness? I seriously don't get this.. if they build a machine, everything should be standardized - same thickness light pipe on all machines, same size Alienware heads, etc...

I actually thought the light pipes are supposed to be only just slightly visible but now this...

A drop of over 2k in the 3D Mark06 score is quite a lot.

Well, I guess you're glad that all this situation is over for you Good luck with whatever machine you choose to get next!

 

My wife jsut got an LG screen in hers. And I am very impressed with her laptop. Really reallyu nice machine to be honest with you.

And you cna buy 2 for the price of one m15x.

 

ive just been having a look at the XPS M1730
hmmm,looks interesting. dual 8800 sli and still £300 cheape than the m15