Well my true luck returns, any suggestions before AW?

Recieved a delivery note today so the machine is on its way back.

Someone in another thread mentioned that they have been told they have very few pairs left for repair now however; and that soon they will be having to give partial refunds and 3870s in place of 4850s.

If I have 3870s when the machine comes back I will be demanding an immediate refund; and be less than amused. Simply put, they would not be fulfilling thier contract with me, and anything less than what was originally specified would have to be agreed with the consumer, thus forming a new contract of supply.

If they cannot provide me with 4850s, then I'm out, and I will be dragging them up via the finance company and any other way I can.

 

They would have told you ahead of time im sure if they were replacing the cards with 3870s so i wouldnt sweat it Alex.

 

sounds promising Alex,

fingers crossed

 

It's your birthday Alex, we rooting you gettin that 4850's.

 

Haha, Im so pissed off this is funny. The base unit arrived back today...NOT WORKING.

There's no display at all again, the machine is booting as it beeps to signal entering bios.

Gonna kill something, its refund time now, this is beyond a bleeding joke. Gonna check theres actually a GPU in there a bit later after work (am on my lunch right now)

 

sorry to hear the bad news.

keep us up to date on what's going on.

 

Well, gotta go back to work and on the late til 9:45pm tonight, so will give them a call when I come back from work.

Unless they REALLY do something to make this up; the laptop will be going back for repair now; I've had enough of AW Europe.

If I get a refund I'll either be ordering a Kobalt with the money returned, or I'll build a new desktop unit thats quieter and faster than my old one, its gone beyond a joke now though and I am so mad, the unit has obviously not been properly tested...how hard is it to notice that there IS NO DISPLAY on the screen, or on an external monitor?!

 

makes you wonder if they even tested it

Aw Europe are a total shambles and shouldnt be traded with under any costs

 

Tell me about it, whats even more damning is it actually had display before I sent it, now theres none at all... how hard is it in testing to notice there is no display?!

Edit: Removed Rant. Needless to say will not be recommending Alienware in the future. AW Europe is a joke.

AVOID.

 

tbh mate i dont think anyone can blame you for the rant, im just glad i eBayed my M17 when i did

other guys problem now not mine

 

Well, they asked for it...

Here's my email, directed to V12 Finance, with cer_aw1/[email protected] copied in.
I dont think theres anything too sensitive in the email so I've copied the lot here.
(I have requested a refund)

"Good afternoon,

I have obtained a Buy Now Pay Later finance for a laptop which has shown itself defective, and that I have asked for a refund for under the Sale and Supply of Goods Act 2002. Alienware Customer Service/Technical Support have been appalling, and I believe gone beyond the S+SOGA 2002, and the machine has already had new parts sent out to repair the faulty ones (which were also faulty on arrival) and has additionally been returned once for a repair, from which it returned non-functional, within the initial 2 months of ownership.



Due to the involvement of yourselves, and the finance, I am unsure of exactly what more could be done, and would appreciate any help you could give!



Here is a history of what has occured so far:

The laptop purchased under the finance agreement worked fine for approximately 2 1/2 weeks before developing a hardware fault and becoming unusable. I have since been without a machine for the last 6 weeks, and have explored every avenue possible under the supply and sales of good act 2002.

Initially, I sought to obtain replacement parts under warranty through Alienware, on Friday 24th July. It was agreed over the phone to be a hardware fault; however due to the late hour (approximately 11pm UK time), it would not be possible to process the parts order til the following day and that I would be called back approximately midday to process the goods order. This phone call never materialised; and I called Alienware back mid afternoon on the Saturday to organise the parts order, in the process being told that human error had occured and no return note call left on my account, for which the Technical Support Advisor [henceforth abbreviated as TSA] apologised.

The parts order was then processed, and a desposit of several hundred pounds taken, and I was told the parts would be despatched on the Monday following (27th July) for arrival later in the week. Needless to say the package never materialised; and in trying to contact Alienware support to try and obtain a tracking number for the parcel, I was given multiple stories on missing tracking numbers and despatch dates.

Over the next 2-3 weeks I contacted Alienware in the region of 20+ times to try and discern the location of the parts; and was both bounced from colleague to colleague (I have spoken to at least 10 different TSA), deliberately delayed, promised return calls and emails which never materialised, and directly lied to on whether the package had been despatched, having it confirmed by official email from Miroslav at Technical Support that the parts had been despatched on 26/8/09. I was also told varied stories regarding the stocking levels of the parts; however Alienware refused to provide a temporary replacement part until correct parts were available; despite holding a multi-hundred pound desposit on the parts they so far had been unable to provide, and the suggested temporary solution part being much much cheaper.

Due to the length of time it was taking (approximately a month after initial report of the fault), and the associated appalling service, I sent an official complaint through to Alienware about the situation; requesting a replacement machine, proper update on the replacement parts and a temporary solution, or a refund; and despite not recieving any return correspondence, the required parts actually arrived several days later.
Tellingly the parts had been despatched approximately a day after the complaint was sent, according to the invoice, furthermore the invoice also indicated that the latest date the parts should have arrived was approximately a week earlier! As previously mentioned, this whole section of the process took about a month.

The replacement parts were then swapped into the machine, but unfortunately themselves turned out to be faulty; so the machine was still not in a useable state. I was unhappy over this turn out, especially considering the diabolical customer service up to this point, but considering the situation and requirements under S+SOGA2002, Alienware were contacted, and we agreed to send the machine back to base for a repair, thus as far as my understanding goes fulfilling all available possibilities on my part under the 2002 Act as best as was possible.

The repair process took approximately two weeks, however upon return of the machine, the laptop is STILL non-functional, with no display to the screen, or to an external monitor; which renders it unsuitable for use. The machine has been out of operation for approximately 6 weeks of the 8-9 in which I have possessed it, and now feel my only option is a refund, any further work on the machine would only extend the time span taken, especially with the lack of replacement parts; exceeding the provision under the Sales of Good Act that repairs must be completed within a reasonable length of time. Alienware have been contacted by phone over this refund request; however have not come back to me about a refund as yet.

Replacement of the machine is not an option as the model I purchased has been dropped from Alienware's sales catalog, and they are also once again out of the parts I would require to repair the machine, and are apparently not getting any more in stock; the only comparable model; The M17x with upgraded parts; is distinctly more expensive, and thus would not constitute a fair replacement or expectation on Alienware's part.


Due to the above situation, I am unsure of exactly what my position is with the finance, however I would appreciate any aid you could render me in sorting out this situation.


Regards,


Alex Rose"

 

Excellent Alex.....youve done all you can.

Its been an horrible experience just following your story and to see so many other similar stories as of late sickens me.
As well as the futile nature of trying to get the 4850 upgrade Im now very disillusioned myself and feel saddened by the behaviour of Alienware.

good luck Alex.

 

Thanks Tony.
Forgot to mention I also forwarded the above to [email protected] as they're the guys V12 Financed me through. Hopefully V12/Clode/AW will come back to me tomorrow; although I've been called back in to work for an extra training/side-job training sessions tomorrow unexpectedly so the timing could have been better!

The sad thing with AW is I really do/did love my M17, it honestly had me grinning when it worked; but Im just fed-up to the back teeth of AW TS now; I dont even want to speak to them anymore, I just feel like I've wasted so much time.

 

but you got to chill with us in the forums. right?

 

Haha true, also got to run off the benchmarks so other people who were looking at the cards, and nabbed them quick knew what a bargain they were getting (my later benchmarks were often within stones throw of a GTX280M SLI M17x)
The forums been a laugh, just wish I could say the same about my repair procedure!

 

Yeah if things move fast and you get a refund keep contact and let us know which machine and specs you choose!

Im sure it will all work out in the end. Just been a pain the back-side getting there.

 

Well, Im considering going straight for a Kobalt machine (m980nu, with MXM3 sounds tempting [gonna steal 4870s ofc!], plus holds 3x HDDs so I can raid and throw in an SSD later!), holding off for a few months and waiting til the updated mobile GPUs arrive in about 3-6 months and if they're good enough other OEMs will likely take them on [plus I really dont feel like dealing with AW again any time soon] or just building a beasty desktop, Im sure I wont completely dissapear though

I would throw in waiting for I7 there, but then I've got this X9100 just sitting here and it'd seem a shame to have to ebay it off as I couldnt use it.

I did like the 3 weeks I got with my M17 hehe

 

Yeah they certainly are good value for money those Kobalt machines....and 18 inch as well would be perfect for me.
I did have a problem with looks and appearance but the more I see that Commanche m980nu the more I like it.
I too plan on purchasing another machine next year hopefully with I7 and 5000 series cards....if I have to wait a year then so be it.
I personally just hope Alienware offer you a M17X as Im sure you will be more than happy with that.
All the guys on here who have bought the M17X after owning an M17 are very pleased with their machines and give testament to a superior machine with better build quality.

 

hmmm Kobalt hinting at a 17" machine with dual GPU with I7 for Q1

you heard it here first



looks like i found my new machine

 

will you be selling your present machine at a good price??

mates rates!!

 

I suspect Alienware will come good with I7 in the M17X before long.

 

i will be selling it ya

wont be till the new one comes along tho mate has a qx9300 in it atm too

 

they would have to change the whole machine, the psu, mobo pretty much everything tbh

my money would be on clevo first tbh

 

I was wondering about that....with it being a different platform and all.

 

Well true to form, Alienware DID NOT call back as promised this morning between 9-11. We called them back rather unhappily and they should be calling us by 5.

I also got a response from the Finance company apologising we were unhappy that it was not going as planned who also promised to look into it.

 

Haha, this is becoming even more of a joke. We had to ring the guy there, and he tried to refuse us a refund and told us to send the machine back for repair (again), we had to quite bluntly tell him no, we do not want another attempt at repairing the laptop; and actually refund is an option under UK consumer law, considering what has happened.
He is meant to be emailing us back tomorrow; if they want to sell in the UK, regardless of company policy they are not above UK trade law.
If nothing is forthcoming then we will be getting quite arsey over the phone, the finance company will be updated on the situation and small claims court will be looked into.
Refund not an option....sorry, not what the law says!

 

Well, waiting for a response today from AW. Thanks to a policeman on another board in his spare time; I actually have a full argument in a court of law now as well incase this has to go to small claims court, under the Sales of Good Act 1979, as he kindly found and highlighted the corrected legislation, only possible issues are to question of facts over reasonable time and without undue inconvienience to the seller; and I find it highly unlikely that a judge would consider, on a product with 1 year warranty, that over a month is both convienient and a reasonable time

For anyone else in the situation here are his notes:

 

I think you've got no chance really of the judge saying that 6 weeks is a resonable and convienient timescale for a laptop repair, definetely not in a 1 year warranty.

I'd call Alienware one more time and threaten them with the small claims court to see if they'll do anything about it-they might just do so.

 

Aye, thats my thoughts too, I've just edited in in bold the parts the very kind policeman bolded to help me understand the clauses easier (I definately owe him a pint if he forwards me his paypal details!)

If you read through the above, it also mentions expecting an M17x is not appropriate solution, as it is an unfair agreement on the behalf of the seller, being disproportionate in value to the original saleable goods, therefore a replacement is unavailable

They are getting today to pull thier finger out and sort something, as we requested an RMA for refund be sent out, under SOGA, otherwise they will be getting a call tomorrow threatening small claims, under the above SOGA1979.
Sorry, it may sound petty but Im almost insulted AW think they are above UK law, beyond all the **** they've put me through and given me.

 

Good luck Alex, i hope it works out well for you.

I am on a personal mission myself, awaiting a reply from AW aswel.

 

Hay buddy, hope you could work it out okay. The sales of good act in the UK is pretty decent to the consumers, unlike some companies with their poor business ethics.

 

I dont think we are going to get a reply mate! its been almost 3 days and not even a confirmation E-mail......

thats poor.

 

Finally some progress. After threatening SCC etc and obviously SOGA they have now at least offered a replacement M17x. I have to take a look after work and put together something comparable, without taking the p***.
Will be calling them tomorrow to confirm what I want and see what they say.

Generally will be asking for WUXGA, SLI280Ms and Blu-ray, along with included second HDD bay adaptor (it doesnt come with one does it), but with base specs elsewhere.

Will update when something happens; can't believe its taken this much hassle to even get this far!

 

Why are you asking for blu-ray, did you have it on the M17? I doubt they'll upgrade you to blu-ray if you didn't have it on your M17. I'd definetely push though for SLI 280Ms, or even the 4870s if you can-I'd use the excuse that the 4870s will be the most comparable thing to your 4850s.

But to answer your question, no the M17x does not come without a second HDD bay mounting, you will need to ask for one.

I'm glad to hear that they're finally offering something. If you do get a nice new M17x, hope you like it

 

Oh I hope the M17X works out for you mate..... that is the only way they can compensate you for all this hassle IMHO.

good luck, and Im so jealous now!

 

Yes I did have it hehe, my M17 was awesome.
I will see about the 4870s, however I may have to opt for the GTX280 as the UK site doesnt have the 4870s yet, and I dont want to push hard or they may turn round and refuse to even offer GTX260s. As far is it goes though comparable WOULD be the 280SLI for the M17x, as you upgrade from 1 3870 to 2, then to the 4850s with the M17x, with the M17x IIRC you upgrade from the 260 to 260SLI to 280SLI

Will see if they can offer me 4870s though as I really do like my sound, and my 4850s were basically my secondary, higher quality sound card.

Im not gonna push things too far, much as it is tempting to say WHERE IS MY QX9300 and SSDs, I dont wanna take the myself. In Europe the sort of spec they're going to have to upgrade me to, is about £800 more than the M17 was, the M17 was MUCH better value when I bought.

@Tony - much as you say you're jealous, would you really want to swap for the customer experience I've had and the stress its caused; not to mention the time wasted? lol

 

Holy dude ...... two thumbs way up for all your patience !!!!
I would go effing crazy with such nonsense !!

I don't know, but I think that here in the US this sort of Customer Service level is not only unacceptable , but rather considered to be a rare "crime" occasion !!! LOL

But, I do really hope that you will be able to squeeze the M17X out of them for all they have put you through ... wow !




gotta love the US !!!

 

WOW...I have just had the most euphoric discovery...
I know this is crazy, but in the *UK* they have just added 4870 crossfire to the order list on an M17x...and its CHEAPER than the GTX280 SLI (£345 vs £590)...so Im gonna ask for the 4870s in crossfire...faster, cheaper and comparable...JUSTICE and they cant really argue as its cheaper than the GTX280, and offers comparable features (besides overheating lol) to the 4850s

SHAWEEEET XD
Im actually semi-excited bar my pis*ed-off-ness now lol
My X9100, 4GB RAM, 4870XFire, WUXGA 17", Bluray reading M17x is gonna OWN!
I will have a Q9000, RAM and a HDD spare though...hmmm *goes to find a cheap barebones*

 

Oh no Im even more jealous now!

No on a serious point.....yes I see what you mean about all the hassle youve been through, it really is unacceptable.
I do think a M17X would be adequate compensation though! especially with 4870s.

 

well just tell them you hate nvidia and you want ATI cards

 

I agree, I just hope it really is a seperate tech support team, I think i'd enter convulsions if I have to try and obtain tech support from the M17 team again (oh the part will be with you sometime next decade, already shipped with DHL, no tracking number...promise!) /arrrrrrrrggghhhhhh

Im amazed the 4870s are cheaper over here; it makes no sense as the GTX280 are much more expensive but slower...but Im not gonna complain!

THAT SAID I still have to complete the 'trade' with AW so they might still renege.

Given my overall experience you can understand my overall unhappiness regardless with AW, I only hope Dell are better.


@ MOO... about your signature. Go 5850. It will consume much less power at idle (approximately 30w compared to 140w, saving you cash), be marginally slower in games where crossfire is most optimised, but will not rely on optimisation. You also have the benefit of eyefinity if you chose to use it in the future. 4870/4890 Crossfire is great value, but relies on crossfire, the 5850 will be more consistant, and the reviews look exceptional for the cost, not to mention you will save money on your bills

 

As Moo says, just say that you hate nVidia and that you want ATi cards. They should offer you 4870s, or even 4850s as they've shown up on a few other Dell sites from what I've heard. (I think the 4850s are GDDDR5 too)

I hope it really does become a reality for you and that you get a nice shiny M17x with 4870s/4850s

 

You may have an option of Core i7 entering the scene too.......Mines just gone back too, full refund, was hinted by one of the tech support guys to hold out until Win7 had released and towards xmas.....hopefully this side of xmas.......but then rumours are rumours.....however its logical cant be that long before the i7 gets into an M17X......just a waiting game.

 

What were you able to negotiate for your M17x config Alex or is that still in limbo?

 

never take a Aw CS rep's word for anything

esp product availability

 

I have my spec layed out in front of me, but the supervisor was on another call when I tried to reach him, so will be trying to speak to him a bit later.

This is the comparable spec Im going to ask for:
Q9000 (base)
Black
Vista 64 Home Premium
17" WUXGA 1920x1200
4GB (base)
160GB (base)
2nd HDD mounting bay
4870 GDDR5 Crossfire (dual) setup [same family of cards; same feature level DX10.1, PCM HDMI Audio, 2nd dual GPU upgrade, same as 4850 GDDR3 were for the M17]
Bluray.

Will update this thread as soon as I am able, so expect some sort of update by mid evening tonight (am on the late shift) so about 10pm UK.

 

fixed

try to distinguish the difference more

 

Well, we spoke to AW again earlier, and it seems someone there finally put 2+2 together and realised just how much extra a comparable M17x would cost them in the UK, considering the spec of my machine and how much I paid; so AW have now changed thier tune and are meant to be offering me a full refund. I am still waiting for an email through to confirm this, but it looks like I will be getting my money back to take elsewhere after all, rather than a new AW machine. Shame I wont get the 4870s, but hell, at least its a result.

 

That's a shame. I hope you enjoy whatever you go onwards to buy next.

 

Just think you will deal with Dell not aw .... And next day technician is good but ... Europe is worse then us though .... Sorry n good luck