Unrepaired.. For the Fourth Time.

Well, if you have been following my story, I have sent my m9750 back 3 times now to get an issue fixed, I received the laptop not functioning properly so I count that as 4 times. THREE times, my "failure has been duplicated" and THREE times, my computer has been "Repaired". I am usually pretty mellow when it comes to computer issues, because hey it happens to everyone once in awhile.

The first time I sent it back? They said they fixed it, but they did not. I just figured, hey.. Maybe they forgot something during the repair.

I send it back another time... They say they fixed it again, but they did not. I just figured, hey.. Maybe the repair technician is missing the problem afflicting my laptop.

I send it back in for a third time, restating my problem for the 3rd time that I am running games like Unreal Tournament 3, and Call Of Duty 4 at roughly 10-25 fps.

This third time, I call in to double check how the repair process is going. I am reassured by the CRITICAL ISSUES TEAM that my problem is 100% fixed.. GUARANTEED. Shortly after I receive another e-mail from a man saying he has extensively tested my laptop with call of duty 4 and other stuff reassuring me again the problem is fixed.

I have not been able to use my laptop for about a month and a half, since I'm sending it back for repairs everytime they give it back to me. My mellow is starting to go away, and I am getting really frustrated with this problem. I am going to call Alienware Tech Support, demand to speak to my Critical Issues Agent, see if I can speak to the Technicians who have "duplicated the failure" 3 times, and "repaired" it 3 times, then DEMAND A REFUND SO I CAN GET A LAPTOP FROM THEM THAT ACTUALLY WORKS OUT OF THE BOX. I have spent too much money for this kind of service, and I have way too much free time to be made a fool of. I have a feeling if I send it back again, I will be wasting both my time, and the repair technicians time. They also forgot to expedite it back to me this time like they said they would. Took 2 days to get from my house to their facility, and 7 days to get back to my place, wonderful.

I am sure some of you really enjoy your Alienware Laptops, and hopefully this does not turn into more of a nightmare than it already is. I'm sure some of you are curious about my system specs so here they are...

Alienware m9750

Windows XP
2 Gigs of RAM
2 7950 GTX's in SLI (167.46 Alienware Beta Drivers)
2.16 C2D

As a side note.. With the repair slip they sent me back, it says they replaced the Hard Drive, and then under other, someone has written QR. What is QR?

 

initials? i think you should get your money back and get a sager. or 2.

 

Agatius,

Please allow me to assist you on this, send me a PM with account number. We apologize for this inconvenience.

Thank you.

 

Lol. That's all the advice I ever see you give.

That aside, there was a sort of similar story on here about a guy that sent his m9750 back several times and AW finally just gave up and gave him a replacement m15x.

A refund would probably soothe you the most if you're particularly angry at AW, though.

 

I am talking to technical support now, or atleast trying to. I got disconnected twice (I really dislike Nextel). I was in the process of receiving a refund or something and then it disconnected. I am going to attempt to call back again. Thanks for trying to help Armando, but I am going to try and have this refunded, as stated above.

 

sorry to hear of all the problems that just wont go away.
how long have you had your computer?
i think after 3 returns and a gaurantee that its working 100% it is time they offered you a replacement or refund.
good luck in whatever you decide.

 

I am going to try and get it exchanged for an m15x or an m17x, something that actually works when I receive it. I will be talking to the critical issues agent tomorrow.

 

Do as you think best, Agatius, but if I were you, I'd at least let AW Armando lend a hand. He might be able to make whatever you decide to do, happen quicker. When a company rep offers direct assistance it seems worthwhile to me to take up the offer. Good luck in any case.

 

there's a good reason for that advice.

 

I have been offered Assistance by both Alienware_Armando, and Alienware_James on these forums. Both of them have attempted to help me in these previous issues, and I appreciate that. However, I now want my system exchanged or refunded because of these issues that Alienware has not been able to solve four times.

 

My issue has been resolved in the form of a full refund via store credit. I am going to purchase an m15x and I really look forward to seeing what an Alienware Laptop really can do.

 

Welcome to the m15x club. Let us know what you're configuration is.

Gabe

 

Who tests these AW machines? Cats and dogs?

 

Didn't this fall under the "Lemon Law"? Three attempts to repair, then a full refund. I think that's how the law works...

Oh well, at least you got the refund! (What am I doing in the AW forums...?)

 

You want peoples laptops to burn up and die from over heating?

 

you know someone on this forum had his m9700 replaced all the way with m15x.

 

no. i'd get another brand that starts with an h and ends with p if i wanted that. but seriously, i hope he gets a proper m15x. he might end up with another m9750.

 

I was the owner of a Sager 9860. I will never purchase another Sager. Ever.

That said, I now own an Alienware 9750, and it has been flawless for a year now. I'm very pleased, and I know that if something does go wrong, they will fix it... eventually.

However, if someone does decide to purchase a Sager of some sort, I strongly suggest that they purchase from a store that does their own warranty work, and will not have to return to sager, or have to dealwith a third party warranty company that could go defunct before your warranty runs out.

A lot of people were burned by horrendous overpowered, overheating laptops that Sager would only repair if you paid to replace the motherboard. I chose Alienware instead.

 

what does that comment of mine have to do with your comment? maybe you should've quoted me earlier in the thread? and i was making fun of hp in that comment.

 

@Pukemon: Maybe he just knows of your Sager... passion.

@Shalamar: That's interesting to note. I've heard mostly good things about Sager machines, though I suppose fanboy-ism runs high (and both ways) on any brand.

 

maybe. but many others passion influenced my decision. it's also contributed to the resellers quality of service. but fanboy isn't that bad on this website. it's the opposite more often like my hp comment or shalamar's sager comment. sager ftw?

 

Pretty much. You'll find problems with any brand. You'll also find people with no issues on those same brands. Since I've been seeing a lot of "should have bought a Sager" posts, I've decided to post my experiences with sager. In my opinion, putting a desktop CPU into a laptop chassis is asking for trouble.

 

some laptops. clevo seems to have addressed that in the 9262. can't afford it though.