m15x @ Depot,

As some of you know, I sent my m15x to the depot because the bottom right corner of my screen snapped open, and pieces of plastic and a bump stop fell out. Depot received it on the 5th of June. It is now the 10th, and as per CS, it is still in the diagnostic stage.

As of now, I have two Incident #s. 080603-001170 & 080530-001213.

I'm the second person that this has happened to on this forum.

If any of the Alienware-###### reps on here could shed some light on this problem, and how it's being fixed, that would be awesome(and while you're at it, get'em to bend the rules and replace my broken screen with a skullcap. It looks like you're ripleys are backordered anyways... )

Since this problem has happened more than once, I don't want to just get my laptop back. I'd like to know if there was anything done to prevent the screen from snapping open again.

So far, Alienware CS has been helpful in answering questions I've had about the skullcap and other stuff, but I'd really like to know how my m15x is doing. Any updates would be greatly appreciated...


-Jayonhavok

 

bumped, so the reps can see it in the morning...

 

Jayonhavok,

Rest assured that this matter is being looked into. I will continue communicating with you via PM.

Thanks!

 

So far, Alienware-James has been very helpful... Although, the news he has given me is very angering. I guess Alienware has decided the screen casing snapping open is due to physical damage, which I would have had to pay for if Alienware-James hadn't waved it. I appreciate this, but it's also very insulting. There is absolutely no physical damage to the case, none whatsoever. I have kept it in pristine condition. I will be talking with my wife about this (she has a law degree), and finding out whether or not this is a breach of contract, or maybe something else.

I will be asking Alienware how they hope to prove their claim, especially since this is not a single fluke accident * , and see where we both stand. This sucks. I'm so PISSED!



*fex, http://forum.notebookreview.com/showthread.php?t=260354

 

I read that Alienware just recently upgraded the m15x chasis to help correct the many case cracking / splitting issues. Does this sound like your system's problem? If the redesign does fix this problem, then you should be good to go with the new chasis.

 

Did you read this from some "official" place, or just on these forums? There has been a lot of speculation to this effect, but it seems to not actually be true. AW has denied it, and people who have recieved new m15xs since the rumored new chassis have reported no difference. But if you've seen something more official, please source it for us!

 

I was informed there was no new chassis. The skullcap chassis release caused a lot of confusion.

 

Nope, I got the info in these forums just about 1-2 weeks ago. If it's unsubstantiated, then we have to take that info with a grain of salt.

I was ready to get an m15x, but AW's lack of accidental damage coverage steered me towards a Dell XPS M1730. However, I still follow the m15x's forums in the event I decide to pick it up at some future date.

 

First of all... There is no new chassis. It's exactly the same pile of crap as in the beggining.

Second, Jay and Fex, honestly... you have the power here and now to do something regarding AW unresponsible attitude. From day 1, the M15x has been nothing but a disaster. From day 1 AW hasn't been able to give a proper response to the uncountable number of problems. From day 1 AW has just ignored/silenced people's problems and protests.
The M15x was sold packed with problems. Laptops whose temperatures come close to boling point and lead to the hinges breaking and, more, are a threat to people's safety. I have graphs of the GPU at 107C that you can use to back up your claims.
AW has gone to far and you guys should definately push it as far as you possibly can. AW shouldn't be allowed to sell any more of this damned laptops and should compensate all their costumers for criminally having sold them defective laptops and, most worrying of all, laptops that put costumer's safety in check.

 

Well thanks for setting the record straight. AW really does need a real fix for the M15x. The M1730 barely gets hot, even with SLI under full load with UT3 at HD resolutions. But its sheer size is another story...

 

Man, the horror stories just keep pouring.
Isn't there a legal way t get AW to fix all these m15x issues already? God....

 

I'm very glad to see that your problem is being resolved, finger-pointing be damned.

I haven't had quite as much feedback/communication with CS/TS, but I have been told by James that he will try to have my problem resolved.

For the moment, I'm sitting back and hoping they follow through with it (and also hoping that my dead speakers don't get overlooked in the midst of all of this case-cracking confusion).

Secretly, I'm glad to see we've riled up a few people. There is a price to be paid for rushing products to the front-line, and making lab rats out of paying customers is not a good business practice.

We'll see how they take care of the lab rats who weren't so lucky.

Oh, and by the way, Jayon: if you're able to convince them to pull some strings and swap in the Skullcap casing, let me know. That'd be a nice way for them to apologize.

 

Just an update for this thread. I sent in a compaint on June 14th.

"I was recently notified by Alienware-James on notebookreview.com that the damage to the laptop, was considered physical damage, and not covered under warranty. Alienware-James waved the fees for the repairs, but this does not satisfy me. Actually I'm extremely angered that this would be considered something not covered by this 3-year warranty that I have purchased. You are accusing me of damaging my laptop and trying to turn it in under warranty. The only things you could claim would be from your warranty below.

"* Product that has been damaged by actions that are beyond Alienware’s control, including for example, impacts, fluids, fire, flood, wind, earthquake, lightning or similar disaster, war, strike, lockout, epidemic, destruction of production facilities, riot, insurrection or material unavailability;

* Product that has been damaged through misuse, abuse or mishandling, including without limitation the unauthorized modification of the system as a whole or any individual component, and/or the attachment of peripheral devices"


Considering there is no damage to the outside of the laptop case, I would like for whoever diagnosed the problem to explain to me how he/she found this to be true, especially since this is not the only case of this problem. Another customer on Notebookreview.com has the same EXACT problem. I would also like a Supervisor to respond. I am outraged and have no desire to do business with a company that insults it's customer's by accusing them of misuse, abuse, or mishandling of the product, when there is no evidence to support the claim, and it is obvious that it is a design or material defect. I am demanding a refund of the m15x.

Sincerely,

Jayonhavok"


So far, my complaint has gone unanswered, and my laptop was sent back to me, supposedly repaired. I will find out what was done to fix this problem, and post an update.

AW-James has been helping me through this. He requested that I go through him for this. I have done just that. I have not tried to contact AW CS since my complaint, to give AW-James a chance to get answers for me.

So far there has been no update. I will wait until monday...

 

hehe your post alone costs AW more in PR and marketing costs then the redesign of their webpage...

 

LoL, makes you wonder why they didn't just spend that in QA/QC and quality materials in the first place...

 

Hope to hear some good news tomorrow, Javon.

 

Thats rediculous. At that rate they can just say any damage was done on purpose and not pay out. That makes the warrenty pretty crappy. Im gonna get the accidental damage policy that dell offers since this is technically a dell comp, they do take it. It covers spills, breaks and the like and its actually good in that they dont say that all damage was done on purpose.

 

I thought it was confirmed that's not possible?

 

Me too, Dhoang...but I'm not gonna hold my breath...

Couldn't agree with you more... Makes it utterly useless in my opinion...

 

So I called the Roswell Group, and they said panel A was replaced. Not much of an update. They couldn't update me with a response to my complaint. Plus they said they couldn't tell me exactly what they found with the laptop. All they had was "the panel a was replaced". I'm getting tired of this... I'm supposed to receive it today. Hopefully I will be able to see what was done with the laptop.

I still don't have answers to the questions I asked. I'm getting tired of waiting. I'd really appreciate a response from an Alienware rep on here.

 

Be sure to check the temps of your GPU while playing... Maybe that will give you one of the reasons why your lid broke off...
Hold in there Jay.