m15x at Mothership

I just wanted to let everyone know, that I've sent back my m15x for service (after so long of dealing with various issues)

I don't have time right now to go into details, but I'll be sure to update everyone soon. just FYI, nothing catastrophic has happened, and my system was RUNNING fine when I sent it back (dispite the quirks)...

many of you know some of the issues I was dealing with, including the case cracking issue and the wired ethernet thing... I shipped it out on monday (or tuesday), and it arrived at their Houston, TX service facility yesterday morning.

no news yet. I just can't wait to see my baby again!

 

you should have gone for another brand. Many many users have been getting the cracking case issue. Anyways, good luck for the wait. Im sure all this waiting time will kill you. We all feel good with our laptops!!!!

 

I'm sorry to hear about that Mystik. I know how it feels to be without your laptop, and it sucks. I was without mines for almost a month! Today my brother is bringing it to my house, after a hinge repair and motherboard fix for the slider volume issue.

 

As if other brands don't mess up too...jeez.

 

Other brands do mess up but the cracking case is not acceptable to me if i was an alienware laptop.

 

A cracking case is unacceptable for any laptop especially your own laptop.

 

The important issue here is that he sent it to Dell. Lets see what will happen.

 

Just a quick one:

After visiting several Fed-Ex locations near me, I ended up almost 100Km away still trying to get my laptop shipped. finally, it went. arrived 3 days later at the Houston TX plant. Signed and delivered. now, over a week later, I attempted to call AW to see how things were going... ALL LINES WERE DOWN YESTERDAY. I tried to even get through to a sales person to have them forward me to the correct department, no luck.

every option I selected resulted in either "one moment please" followed by an indefinite amount of silence (which I suspect would go on forever if I were to leave the phone off the hook), or "we're experiencing technical difficulties, please try again later"

... very infuriating.

I can't believe how impossible it was to talk to anyone... I even tried the online live-chat... but that was down too.

Dell's restructuring of AW is starting to affect my customer service level, and that's frustrating, to say the least.

anyways, I'll try calling again today, or monday, or something.

thanks dhoang417 for the concern. and as for "going for another brand"... I've had this system for over a year, and a year ago, it was just about the only system with a Penryn CPU. THAT'S the main reason why I bought it... and that was after EXTENSIVE searching for an alternative.

 

Hi Mystik, I am sorry to hear that you have not received an update, please feel free to PM me your credentials and I will work on an update for you.

Thanks for your patience!

 

Alienware's reps really need to vouge for eachother. I'm sorry Rose, but this is the first time I've seen you on NBR, and since anyone could type in the name "Alienware-Rose" and get a free membership, I'm not sure I want to take the invested risk in PMing you my personal info.

Thanks though.

I'll call this afternoon.

 

Then you clearly don't use the forums enough. Alienware Rose and Armado frequently post on the forums and successfully help people.

 

And the fact that the color of his name is different if you noticed...

Don't worry Mystik and good luck with your issue, hope it got resolved quick.

 

Yeah they get those special grey colored names because they have proven to the MODs they are who they say the are , so if i were you i would give her/him your info and see if they can expedite the process for you .

Good luck with your machine repairs .

 

Thanks to everybody, I hadn't noticed the extra color, and no, I don't spend enough time on here. I wish I could spend more time here with all you pleasant people, however, I'm busy trying to run a business.

Ironically, my business revolves around computers.

I've learned a lot from these forums and I'm thankful they are here. With any luck, I will always be a member here, contributing new information when I can.

I called Alienware today and they informed me that the service depot was waiting on a part to complete my repair. they currently have no ETA for the part, but I requested an email as soon as they did.

Then the CSR did a very rude thing, and disconnected the call before saying goodbye! oh well, perhaps it was not his fault.

I miss my AW! I hope it can be returned to me in short sequence.

 

still waiting on that part...

"Panel A"

... I think that's part of the upper cover...

 

Hope you get your laptop soon man. Good luck

 

5 weeks after this ordeal began, I finally called them today, and they have apparently already shipped my system back to me...

I have a tracking number and the ETA says sometime today before 5PM (30 mins)

.... I'm not entirely confident it will arrive when they say it will.

we'll see soon.

Edit: Delivery status: FED EX FAILS...

haha, yeah, probably tomorrow.

 

Man, mystic that was a long wait! Glad that you are finally getting it back.

 

me too man. I can't wait. The tracking is now showing the same delivery time ("Before 5PM"), but for tomorrow. I think that one is right, since it was released by customs and has now "Left origin depot" (houston, TX).

if this works out half as well as I'm hoping, then I can forgive AW for having the WORST CS IN THE BUSINESS, because they make decent enough systems.

honestly, their strength is in building the systems, not in supporting them.

 

I have my system back, however there was a slight problem with the display (that I won't go into detail on how I fixed) that needed attention.

beyond that, they didn't do much.

the main complaints were:
Hinge
Sleep
and some slowness/stuttering in relation to the mainboard and such...

they replaced the mainboard (according to the AW Rep I talked to on the phone), the Panel A and B (the upper casing assembly), and shipped it back...

they managed to bugger up the screen in the process, but for an hour of my time to fix it, rather than three weeks with it gone for some tech to shrug and go "I dunno" wasn't really worth it.

I'm going to call, bright and early on monday and request that they send me out replacement RAM... I'm using my original NetList RAM which has been known to cause sleep issues...

wish me luck!

 

Good to hear hear that they did good on the repairs. Except for the screen problem, of course. Who would've thought that the RAM was the trouble all along!

 

I would. it's been long documented that people with sleep issues, after complaining, get new ram... I thought that complaining would get me new RAM while it was at the mothership... but nooooooo