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Problems with new alienware area 51 m5500 notebook

post #1 of 52
2/26/06 at 11:29pm
Thread Starter 
I recieved my note book last Saturday and let it charge overnight. Everything works fine unless I try to use it on battery power only, if using battery it does a dump to a blue screen. I called tech support, first thing they said was to check the power settings, wich were set to "laptop/portable" they then told me to call back on friday so they had time to research the problem, when I called on Friday the first had me install updated bios, that didn't work, then they made me reformat the harddrive and reinstall windows. I got an "important file for service pack 2 could not be found please insert service pack 2 disc or type it's pathname bellow" they then told me to cancel out of that which of course gave me a fatal erro window installation could not be finished. They told me there was something wrong with the windows disc and now I have to wait till the new one comes to reinstall it so my laptop is even more useless than before. When I tried to asked if it could be a hardware or battery problem since it only happens when running on battery they said no It's a problem with a windows file. I think this is wrong, any ideas? I would really like to be able to use my laptop for something other than a paperweight.
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post #2 of 52
2/26/06 at 11:58pm
If you have another windows disk why not try that to prove your theory of it being a hardware problem?

If not I am sure many a website could help you out
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post #3 of 52
2/27/06 at 12:12am
Thread Starter 
Yeah, I'm going to try that tomorrow.
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post #4 of 52
2/27/06 at 1:38am
Thread Starter 
I decided to try the windows installation early, that did not help. It has to be the battery or a hardware problem but tech support still wants me to wait till the recovery disc gets here.
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post #5 of 52
2/27/06 at 3:55am
Thread Starter 
Ok I found a few more problems with my new notebook. 1. The wireless card on/off button makes the computer crash even with ac hooked up. 2. The external vga button for some odd reason turns the wireless card on and off. thsi computer is really messed up and all tech support will do is tell me to reinstall windows when my new reovery disc gets here.
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post #6 of 52
2/28/06 at 3:01am
Thread Starter 
They are having me send it in for repair, they think it might need a new motherboard. Anyone else have to send stuff in for repair? Any feedback is apreciated.
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post #7 of 52
2/28/06 at 4:20am
Use the search button to find everything you need as well as answers to your quesstions. It might be a little easier than waiting for a response. Some of the guys here will just flame you. Just a little advice for next time.
As for your answer, I had sent mine in for the replacement motherboard last month and it was gone for about 2 weeks. Just make sure you pack it the way they tell you to. I had all my original packing stuff in which it came in so i just put it back in it as well as smothering it with foam p-nuts just to make it extra padded. They should send you emails, regarding the process of your machine but i didnt get any. I just called after 2 1/2 weeks and asked myself. THey were always cordial and told me what i needed to hear. Just relax. Bitching and complaining like some folks do wont make them expedite your lappy. good luck and keep us posted.
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post #8 of 52
2/28/06 at 1:18pm
Thread Starter 
Thanks for the advice.
Yeah it's lucky I kept all their packing stuff I guess. This is the only time I've had a problem ordering a computer, so I was just a little worried.
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post #9 of 52
3/9/06 at 8:49pm
I've had the exact same problem with my m5500, it sounds like these aren't isolated incidents either. I'm still trying desperately to get a replacement, since notebooks almost never come back completely fixed, especially if they can't figure out what the problem is, and who wants to pay full price and wait an extra month or more for a refurbished computer. Does anyone here any idea how to repair this problem without sending it in?
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post #10 of 52
3/9/06 at 9:52pm
Thread Starter 
I asked someone who builds there own notebooks if they ever heard of a similar problems and they said it sounded like the processor could of been wired with the wrong grade of wire or the motherboard is damaged or wired wrong as well. So it I don't think it's a simple fix.
I took pics of my notebook before sending it in just incase it comes back damaged and I've already talked to a lawyer because of the hard time I had even getting them to take it back for repair, and if it isn't fixed, he'll be calling because I don't want to deal with it anymore.
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post #11 of 52
3/9/06 at 10:54pm
That's a great idea, I should do the same. But I'm still holding out hope that they'll come though and help me out though, policy or no policy. If they don't offer me a replacement (since repairs are only for products that leave the factory in working order, and break later), then I'll just have to see if I can get it repaired in town, their repair center just isn't reliable. I'm betting though that the AW guys on this forum will hear our plight and swoop in with a solution, for, if nothing else, to prove to that they DO have good customer service, and quality control.

Come on guys, prove me right.
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post #12 of 52
3/10/06 at 12:07am
Oh, and a small update, I just realized that my laptop also crashes when I push the WiFi on/off button, and that the Ext VGA switch turns on and off my WiFi.

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post #13 of 52
3/10/06 at 12:08am
Thread Starter 
Yeah that was happening to me too.
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post #14 of 52
3/10/06 at 12:13am
Quote:
Originally Posted by Kanti
Oh, and a small update, I just realized that my laptop also crashes when I push the WiFi on/off button, and that the Ext VGA switch turns on and off my WiFi.
Be thee stressed?
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post #15 of 52
3/10/06 at 12:16am
Does it show?

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post #16 of 52
3/10/06 at 12:18am
Thread Starter 
I guess we are having the same problem and I think a lot more people are too.
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post #17 of 52
3/10/06 at 12:40am
Yip no doubt Alienware will sort it all out.
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post #18 of 52
3/10/06 at 3:57am
I'm just wondering, what makes you say that?

I haven't heard from anyone yet who has had a good experience in this situation, and this makes about twenty times I have heard of this exact same issue. If you know of any good accounts, I'd love to hear of them, especially about people who actually got their defective units replaced, because I'm feeling kind of ripped off at this point.

I'm still in shock that a company would ship out a product with this much wrong with it, and not be bending over backwards to make it up to the customer. So far they've acted like I'm a nuisance (I even had a customer service rep who wrote me an email that only said "tough shit" on it). The first thing they should have offered when they couldn't fix it over the phone was to replace it, not tell a customer that after paying all that money, and waiting all that time for their product, that they would now have to wait even longer, and only recieve a refurbished patched up computer. So if you know of people getting replacements let me know.

Sorry for the rant, I really hope you're right. If they do make me happy, I'll be AWs all time biggest fan.
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post #19 of 52
3/10/06 at 4:01am
Thread Starter 
I've been having a bad time too. So I totally agree with you.
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post #20 of 52
3/10/06 at 4:11am
Quote:
Originally Posted by reerun865
Use the search button to find everything you need as well as answers to your quesstions. It might be a little easier than waiting for a response. Some of the guys here will just flame you.
I don't see any flaming on this thread yet...and people here usually don't flame anything that doesn't warrant it. Also, the search function has not been working completely right lately.

As for people that have had success with AW tech support...I for one have had 2 things repaired on my laptop with no problems, Red has had things fixed with his desktop, Evil has gotten a complete new PC, etc....so don't lose faith yet.

Hope everything gets fixed and you all are back up and running....Kanti you should pm the "tough shit" email to Alienware Richard, as I think he would like to see that from his company.
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