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Alienware= worst company! ever strikes back !

post #1 of 69
9/30/05 at 1:39am
Thread Starter 
I just got my laptop back from depot after 1 month and a half and guess what it still dosnt work.... anything 3d entensive runs for a few min then the screen fades to black............. few min later i can restart, but if i try to play or watch anything it dies agian....................................This is BS...........The tech support guy whats me to send it back for another month!!! or order another vid card and hope the last two were bad luck....Ummmmm wow this sucks 3 month to fix one prob.... why did'nt they test it while they had it. I told him i would call back in the morning with my decision For the love of god what did they do the whole month and a half the last time.. seriously all that time waiting for it to work 5 min... did they not test it??!!???! I give up any hope with AW! what should i do? anyone have any ideas?
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post #2 of 69
9/30/05 at 2:53am
Sounds like a problem with heat. You might try a laptop cooler or having a fan blow underneath it or something to that effect.

It might also be a problem with one of the fans. Sad to say, its possible they put one of them on backwards (its happened on occassion from what I hear) and the airflow might be going the opposite direction.

It could be a mix of things honestly but I've found that in MOST cases of spontaneous shutdowns, they've been fixed with cooling solutions. Im running the most high-end hardware I could get installed on my 7700 and made sure my vantec lapcool2 was the first thing to arrive before I started using the system, havn't had a single shutdown yet.

Anyways, it's food for thought. Best of luck and let us know how it goes.
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post #3 of 69
9/30/05 at 3:07am
Have you pm'd any of the AW guys on here?
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post #4 of 69
9/30/05 at 3:13am
Still it's pretty bad for it to need Extra cooling like that, and in fact there must be no extra requirements like that for it to work in the first place.

Also I think the warranty swap around times are horrible

KW
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post #5 of 69
9/30/05 at 3:16am
As a side note, I would say ask them for a full refund, and contact PCT for a Sager notebook, as they are the same models but I have been seeing that PCT offers better service and may be a little more helpful.

I got my 9860 (EX7) from Hypersonic which is also a really good place to get your notebook from. Dell's XPS 2/ M170 are also good alternatives/comptetitors

Regards
KW
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post #6 of 69
9/30/05 at 4:32am
i dont think its about PM'ing alienware staff.. i know that helps but this should NEVER have happened in the first place.... man seriously alienware are hitting the ultimate high note on bad customer service... they prob just laugh at us and do nothing.. knowing very well that we always buy there stuff... as we cant help it.. when it works it is unbelievable..
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post #7 of 69
9/30/05 at 6:49am
Gendo,

Contact one of the reps here and voice your displeasure. I think you'll have to send it back again, but make sure someone is overlooking the repairs this time.

You shouldn't have to contact a rep, and it shouldn't have been returned to you with the same issue. However, it's all you can do at this point.

I hope they get it right this time...
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post #8 of 69
9/30/05 at 9:05am
Thread Starter 
A refund is most likely a no go I have had it for 2 years...... as for sending it back, I'd rather not unless they send me something else to use -3 months with no pc is to much to ask- As of now i think i will ask for another Vid card as my older 5600 still works. So i hope i am just having bad luck with 5700s.. has anyone had this prob before? they are saying it is motherboard related which i felt and told them the first time i sent i back that it might have been a issue, however that was ignored.... A 5 0r 10 min stress test would have shown this but it seems they didnt even test it before they shipped it As for PM a staff member, I doubt they could do anything other then tell me to wait and remind me why i should never buy from them agian - also i should not have to force someone to look over the reapairs since it is someones JOB in the first place to do simple stress test.............I though the extra cost of AW was justified by the service but it looks like the price is justified by my stupidity since i made a mistake in buying from them anyway!
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post #9 of 69
9/30/05 at 9:36am
Why don't you PM one of the AW members already?
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post #10 of 69
9/30/05 at 9:40am

Send me an email

Please shoot me off an email and I'll get this fixed for you. It looks like we dropped the ball and we need to make you happy.

I apologize for the frustration you are going through.
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post #11 of 69
9/30/05 at 10:32am
Thread Starter 
I PM'd Alienware-Steve ........... Lets see what happens
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post #12 of 69
9/30/05 at 10:45am
Quote:
Originally Posted by Gendo
I PM'd Alienware-Steve ........... Lets see what happens

Um... AlienNelson is the president of Alienware - Nelson Gonzalez. You might want to taken him up on the offer.
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post #13 of 69
9/30/05 at 10:52am
Thread Starter 
The problem with getting it fixed is that i dont have TIME to screw around with this ... I need my laptop for school (writing papers, power point, ect) besides it seems all depot did was set it aside for a month and a half, open it, repackage it, then mail it back heck i can do that but it still dosnt fix it! a refund, trade in, or maybe EXPRESS depot if such a thing exist and it dosnt take 3 weeks would be of some help, but a 3 month inconvenience because they depot didnt Diagnose the prob the first time and quality control didnt even bother to look is to much.. seriously this is BS 3700$ for this ..
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post #14 of 69
9/30/05 at 11:06am
Thread Starter 
Ok a PM went out to AlienNelson. I hope he can help
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post #15 of 69
9/30/05 at 11:28am
The president! holy crap on a stick. You dont see the president of dell on any forums! Prob types broken english as well as all the CS reps i've spoken too talk it... Customer service doesn't mean anything if you cannot understand how u are being served!!
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post #16 of 69
9/30/05 at 4:00pm
Thread Starter 
Well looks like I am screwed. They are transferring my case to a special department which will get in contact with me next week, but i need a WORKING laptop fairly soon.................... is inconviencing the consumer part of their plan I only get angrier everytime i have to deal with them.................. Looks like they want me to chuck this out and buy a new rig.........
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post #17 of 69
9/30/05 at 4:22pm
Quote:
Originally Posted by Gendo
A refund is most likely a no go I have had it for 2 years...... as for sending it back, I'd rather not unless they send me something else to use -3 months with no pc is to much to ask- As of now i think i will ask for another Vid card as my older 5600 still works. So i hope i am just having bad luck with 5700s.. has anyone had this prob before? they are saying it is motherboard related which i felt and told them the first time i sent i back that it might have been a issue, however that was ignored.... A 5 0r 10 min stress test would have shown this but it seems they didnt even test it before they shipped it As for PM a staff member, I doubt they could do anything other then tell me to wait and remind me why i should never buy from them agian - also i should not have to force someone to look over the reapairs since it is someones JOB in the first place to do simple stress test.............I though the extra cost of AW was justified by the service but it looks like the price is justified by my stupidity since i made a mistake in buying from them anyway!
You're completely right Gendo, you shouldn't have to do any of this.

AlienRichard here on the forums is a production manager, and he will make sure it's squared away if you decide to send it back.

Like I said, I understand your frustration. Maybe they can send a tech to your house to replace the mobo, and the vid card and see if that works.

Unfortunately, it appears the only way you'll get the thing squared away, no matter how long it takes, is to let AW keep trying.

And I don't remember the 5600 part... Does the machine work fine on that vid card? That would tend to indicate either the new vid card is screwed too, or the motherboard just isn't getting enough juice to the new card, or the heatsink isn't doing it's thing...

I've never heard of the lcd just dropping out to black though...

Well, sorry you've had such a bad experience, and good luck from here on out...
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post #18 of 69
9/30/05 at 4:23pm
They're trying to help you...give the process (and the people who are working hard for you) an opportunity to work
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post #19 of 69
9/30/05 at 4:23pm
Quote:
Originally Posted by AlienNelson
Please shoot me off an email and I'll get this fixed for you. It looks like we dropped the ball and we need to make you happy.

I apologize for the frustration you are going through.
Gendo,

AlienNelson is the CEO of the company. Email him.
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post #20 of 69
9/30/05 at 4:26pm
I'm thinking you should chuck it and go buy an Apple or a Dell. There is no way AW will ever make you happy.
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