Ongoing (and frustrating) sentia problems... - Page 2

I finally get my computer back on 12/29. That is a solid 3+ months of trying to get this thing fixed. I received a call on 12/29 from the person who was handling my case, now on behalf of the office of the president, and was told that they would call me back on 1/4 to see how everything was going. After they gather that data, they're going to make a decision on if and how long they might be able to extend my warranty. I've been using the machine since I received it, and wouldn't you know, it works fine.

I agree with some other people who posted to this saying that its impossible to say 100% of machines will be perfect after the certification at the depot. However, if you read all of the posts here, you would realize that in my opinion, I only got my machine *fixed* after I did a lot more work than I should have had to. After I had someone personally handling my case, after it became on behalf of the president, after I wrote letters, after I posted here, etc, etc, my machine got fixed. What about the first 4 attempts at repairing it? What about sending it back in the exact same condition I sent it out in? That's a major QA problem in the depot, and I don't think there's an excuse for that.

For some reason, I thought I'd bought the machine in Feb. After going through some records and reviewing my findings with Alienware, I found that I actually didn't get this machine until April 15th. That means that 3 of the 8 months I've had the machine it has not worked at all and I have gotten zero use out of it, not to mention the problems I didn't realize I had when I got it...

What other proof do you think would be necessary to give justification to extending my warranty, and they still haven't decided? Remember, I should have gotten my machine back in October fixed, and since then, I've been fooling around with problems that were caused by them! Seems a little crazy. If they want to keep a customer, why wouldn't they help me out? I'll post when I find out that decision.

I'm still waiting for an answer - my laptop for the most part seems to be fine, as I told my contact from AW in his follow-up call. There have been three minor problems (sound card screeching randomly, and loud as hell, for a split second here and there and a freeze during return from hibernate), but nothing that has prevented me from using the machine at it max potential power. I'm going to be pretty disappointed if this warranty doesn't get extend in light of all of the b.s. it took to get this thing fixed. Today I was told that I'm going to get a call back after they research my minor problems, and that after they've gathered enough data, they'll make a decision on extending my warranty. I don't know why its necessary to gather any more data - after all, their president, CEO, and VP all have had that information delivered to them, and if they type anything into their help desk software, they would know how many times I've called and how much of my time they've wasted - not to mention the lost productivity of not having my laptop available - which means no tele-commuting to work (regular commuting sucks!) and its been hindering some volunteer work I do at an inner city hospital too. I even put those items in the letters and so far I got nothing! Can you believe it!?

I can say that I am happy and pleasantly surprised to let you all know that in the end, I have been satisfied by Alienware *for the most part*, pending research into my three minor problems, and my warranty has been extended an acceptable amount of time. 3+ months to fix a simple USB issue is too long, and I'll stand by that, but extended the warranty is a nice gesture. I don't feel like I should have had to ask for any special treatment, either - now I wonder how long this would have taken to get fixed if I had followed the standard procedures...