m5550 overheating and melted charger tip...

Hello,
I am wondering if anyone has had the same issues with their m5550 laptop and with the Alienware support system... My computer has been overheating since I have gotten it a little over a year ago, but then it started getting warmer and warmer. About 2 weeks before my warranty was over, I sent Alienware an E-mail explaining what was happening with it, and didn't hear anything back. So about 2 weeks after that, my warranty had just expired a few days earlier, I emailed them again. Once again I heard nothing from them.

I am the kind of person who hates to us the phone, so I decided that I would live with the over heating even though it was enough where I would have to turn it off to cool or it would get hot enough to almost burn skin.
Ok.. About 3 days ago i noticed that the plastic on the tip of my charger looked different but I didn't think a whole lot about it.

Then earlier tonight I noticed the part of the charger that goes into the computer was very very hot. I decided to check if it was getting soft so I would know if it was time to let it cool down.. However, when I went to pull the cord out of my laptop it was stuck. I quickly turned my computer off not wanting it to melt any farther, but it was already too late. Even while it was still hot, I was unable to pull it out. I pulled quite hard until I remembered I would do a lot of damage to the internal parts of the laptop, so I stopped.

I have been afraid to turn it back on because I'm not sure what it will do. My dad thinks I should try to see if I can find enough people to file a Class Action Lawsuit against them and told me to contact the Florida Attorney Generals office. I'm also going to have to give in to using a phone because now it has gone beyond a minor inconvenience.

Please let me know if you have any any issues like either of mine or if you have any suggestions as to what steps I should take. Thanks

 

Just a few questions:

1. Where did you use this Alienware laptop when it is overheating? (On a table, bed, couch, etc.)

2. Did you ever clean the vents on the computer? (The computers cooling system sometimes needs to be periodically cleaned for dust buildup by using a quick blasts from a canister of compressed air)

First step would be to call up Alienware and explain the whole ordeal. Make sure you have done your homework, gathered your evidence, and attempt to prove to the rep that the machine intially had a flaw that was not severe enough to report, but progressively got worse. Tell them that at around the time the warranty was to expire, the computer gave some troubling signs (and mention what the troubling signs were/are -- melted plug, hot enough to burn skin, plastic getting soft) and tell them that you are afraid to turn on your computer now that it has gotten this bad. If they won't listen, ask for managers or supervisors and keep trying until someone listens. Don't give up. Keep at it; eventually, someone will listen.

I would try to contact one of the Alienware reps on this forum to see what they can do for you. I think they are Alienware-James and Alienware-Armando.

I think your dad might be a little overzealous with the class action suit. First step would be to contact Alienware before you get embroiled into the messy legal system. Believe me, you don't want to be embroiled in a legal fight against a large corporation like Alienware; you are going to be also fighting Dell too. The best possible scenario for you is that when they settle, the lawyers get a nice FAT paycheck while you get a coupon for 20% off any future Alienware purchase.

Good luck!

P.S. I'm from Wisconsin too! Just studying at Northwestern U.

 

I had heating problems with my M5550 and they couldn't fix it. The temps on mine went up to 96C. Honestly I don't know what to tell you, if they won't fix it the laptop might be shot.

 

As far as I'm concerned, for a commercial organization, failing to respond to e-mail within one business day amounts to negligence amounting to willful damage even if they didn't mean to neglect your correspondence -- damage in the sense that they're contractually obligated to acknowledge and address warranties in a timely manner. They failed to do so. You made the effort to contact Alienware before your warranty expired, so they're on the hook even after the fact. Having said this, there's an extraordinary weight upon them.

Be sure you hang onto that e-mail, with complete headers showing time and date of trasmission. Attempt to work it out with Alienware first, but note to them that you're reluctant to make it an issue before the courts but would if there's no recourse (that's generally the point out of court settlements happen). If it does get to court, it would be their burden to prove they responded in a timely manner. If they can't do that, recommend your lawyer to hold them liable citing negligence and request a reasonable replacement or reimbursement. Tack on a reasonable request for additional reimbursement as punishment for them wasting your time.

I might pimp Alienware products, but I despise the tangle of beuracracy and I'm not exactly unwilling to fight it when it shafts me, so all the best to you.

- F

 

hey, try contacting the Roswell Crew. Their number is in my siggy.

 

Yes WisconsinGirl, and when you do, settle for nothing less than the cat. The mice'll do little but give you the runaround.

- F

 

Who/what is the Roswell Crew?

And as of right now, I am planning on calling Alienware on Thursday to complain. It's my next day off and I'm getting the feeling that I will be needed a lot of time to be on the phone.

 

So you didnt feel like calling them and now want to sue them?

 

Roswell Crew is a specialized branch of AW offering more personalized and better tech service. They are a great bunch of people! Try calling them.

 

Hey, I didn't say I wanted to sue them... that was something my dad said and it was his idea to see what people thought about the idea. Don't shoot the messenger lol