NotebookForums.com › Forums › Notebook Manufacturers › Alienware Notebook Forums › Alienware General › Pissed, should I be? Am I out of line?
New Posts  All Forums:Forum Nav:

Pissed, should I be? Am I out of line?

post #1 of 91
10/10/06 at 6:22pm
Thread Starter 
So, lets start from the beginning.

When I purchased my machine (Area51 m7700) I was told that I would be able to upgrade 4 things; Video Card, LCD Screen, Hard disks, and Memory.

Now that I have purchased my machine (Alienware has my money.) and I want to upgrade my Video Card, I am told that I am too late. That I am SOL (Shit Out of Luck.). If I would have requested an upgraded Video Card 3 months prior to my phone call today I could possibly have been offered an upgrade to my Video Card.

My 6800FX Go Ultra is artifacting, producing exteme heat and running extremely low benchmarks. They have offered to replace my Video Card under warranty with another of the same model. I suppose I will have to take this offer because it is all I can get.

I feel that I was suckered into buying a system from the company on false pretences of a upgrade avalibility. So my conclusion, when Alienware has your money they can do/say whatever they want. What they WILL say is everything you want to hear to get you to buy the sysetm, everything you dont want to hear after.

When I asked the reps I spoke to at AW the same question, I recieved the same answer. The answer was to a different question, a question I was not asking and had already knew the answer.

Question:
"Why was I told prior to purchasing my system that I would be able to upgrade my GPU, when in fact after the purchase I am being told I cannot upgrade my GPU."

Their Answer:
"We do not offer upgrades to your system for GPU at this time."

The answer I was looking for:
"We at alienware lie to potential customers to coax them into purchasing our merchandise. This is company policy"

Am I out of line?



:::UPDATE::: 10/11/06



Alienware contacted me about 10 minutes ago.

Mark from the Alienware Critical Issues Team contacted me and gave me his direct line to the mothership.

Heres what he told me.

"Yes, you're system is upgradable"

Motherboard - 311.58$
7800GTX 256MB - 466.76$
7900GTX 256MB - 491.20$

VIP Service Pack - Includes, Free shipping and handling both ways with service on upgrades free.

I will need to upgrade my motherboard in order to upgrade my video card.
I had the money for the upgrade but I spent it 3 days ago when I found out I could not upgrade. I will be saving for a few days for the upgrade. I am calling in on Monday to talk to Mark and place my upgrade order.

I am very pleased with the responces I recieved from the CIT (Critical Issues Team.) Mark in specific, he was very clear and even hurried to convay the information to me because my cellphone battery was going dead

I hope this clears things up for alot of people, maybe Zelly can do something now?

Another update... 11/23/06

I have yet to receive the correct screws for my bottom pannels. I requested the screws over two months ago, I have recieved only two sets of screws about 2 weeks apart, both being the wrong kind.

I still have yet to recieve the thermal pads for my RMA'd GPU. The last time I talked to TS they said they do not use thermal pads for my GPU so they cannot send me any...

I am supposed to call back with some numbers off the GPU itself so they can correctly identify the video card that I have. This might clear some things up. It may seem like it was me who held back the whole process, but in the begining TS/CS had no issue with sending me heatpads for my GPU. There was no mention of them not being used for my GPU anymore. I was told they would be recieved in less then two weeks (two days in inventory, seven days shipping).

I am just fed up with this horrible service, I will never buy another AW machine agian. There is no doubt that I love the machine that I have and it is quality, but the CS/TS situation has to be improved.

If I was playing by AW's rules, and waiting for them to send me screws, thermal gel, thermal pads and GPU's... I would have been without a computer for over two months waiting for parts that were all in stock and supposidly "ready to be shipped".

Oh well, I'm stuck with this service now. Some issues get esculated, some get lost. It's all a stroke of luck if you ask me.
Reply
Reply
post #2 of 91
10/10/06 at 6:52pm
Quote:
Originally Posted by E-dirt
..... Am I out of line?
Nope, not at all, Tridge, and this is the reason I will never purchase another AW lappie. I was also given the run around a few months back when I tried to upgrade to a 7800 (which required the new mobo revision). I had said that I would pay for it, yet they would not allow that to happen. Luckily, I've had no problems with my 7700, but then again, it's running the X800. It was always someone telling me one thing, and the next person saying 'no'. Absolutely ridiculous. edit: I think Sager was doing upgrades for our chassis to mobo rev 6.1 and the 7800gtx. Might want to have a look in their subforum.
Reply
Reply
post #3 of 91
10/10/06 at 7:17pm
Thread Starter 
I'm glad the first reply was an agreement. This situation needs to be heard. I was promised an upgrade avalability prior to purchase, and denyed an upgrade post purchase. Sounds like a sucker sales move to me.
Reply
Reply
post #4 of 91
10/10/06 at 8:56pm
That seems strange to me too. If you're willing to pay to bumb up the motherboard, then they should let you. I don't think its out of line to be p!ssed in this case. Why would Alienware want to keep you from upgrading anyway?
Reply
Reply
post #5 of 91
10/10/06 at 9:03pm
You'd think if they offered the upgrade three months ago, they could handle it now to keep a customer happy. They'd just have to order the parts... The 7700 isn't like the old 5500(766) where parts weren't available at all.

I've seen AW advertise these systems as upgradable, and they are. I don't think AW violated any contractual obligations by not offering to perform them as they are upgradable. I think it's a shame they don't support older platforms longer, and obviously aren't going to make you a return customer by dealing with you like this...

I know rjtech.com works on the Clevo platforms, and can sell you the parts or do the work. Cost would depend on whether you need a new mobo or not in addition to the vid card and labor of course.

I'm not sure about the revision no., but to upgrade to the 7XXX line of vid cards, you may need a new mobo for the upgrade. I believe there were some manufacturers talked about here a while back that also did these upgrades for AW customers... Might try some Sager dealers or companies like Hypersonic. I'm sure they'd be happy to pick up the return business that AW seems to turn away.

I'd at least get the new vid card from AW, sell it on ebay if nothing else...
Reply
Reply
post #6 of 91
10/10/06 at 9:05pm
Quote:
Originally Posted by BFisch06
That seems strange to me too. If you're willing to pay to bumb up the motherboard, then they should let you. I don't think its out of line to be p!ssed in this case. Why would Alienware want to keep you from upgrading anyway?

I would assume the number of people asking for upgrades is so small at this point that it cost them too much to keep the parts in stock, so they've stopped doing elective work on the platforms. I'm sure they'll fulfill the warranty, but it doesn't guarantee upgrades there.

It does seem to me though that it would be worth it for AW to offer better support for older lines for longer periods of time. If the thing is still under warranty it should be fully supported, including upgrades.
Reply
Reply
post #7 of 91
10/10/06 at 10:58pm
Thread Starter 
Thanks for all the responces, the thing that gets me the most is the fact that I was told I would be able to upgrade my GPU among other things. My machine is not even a year old at this point. My warranty is covered for 3 years as of the purchase point. Three years is a long time to own a machine without upgrading something, Alienware should know this of all people.
Reply
Reply
post #8 of 91
10/10/06 at 11:11pm
Quote:
Originally Posted by Hammerhead
I would assume the number of people asking for upgrades is so small at this point that it cost them too much to keep the parts in stock, so they've stopped doing elective work on the platforms. I'm sure they'll fulfill the warranty, but it doesn't guarantee upgrades there.

It does seem to me though that it would be worth it for AW to offer better support for older lines for longer periods of time. If the thing is still under warranty it should be fully supported, including upgrades.

Thanks Hammer, that makes sense, but I thought more people would be wanting to upgrade. However, I'm with E-dirt. My system isn't a year old yet, but on the other hand I haven't looked into upgrading (maybe I should before they tell me I can't).
Reply
Reply
post #9 of 91
10/10/06 at 11:26pm
ITS DELLS FAULT! really, ive read past reports of AW and they were great. one guy got his lappy (the best 1 at that time) and its lasted him 5years w/o being seriously outdated. ever since dell bought out AW ive read alot of performence, customer service and production rate drops. DIE DELL, DIE!!
Reply
Reply
post #10 of 91
10/11/06 at 12:23am
Quote:
Originally Posted by vipuladusa
ITS DELLS FAULT! really, ive read past reports of AW and they were great. one guy got his lappy (the best 1 at that time) and its lasted him 5years w/o being seriously outdated. ever since dell bought out AW ive read alot of performence, customer service and production rate drops. DIE DELL, DIE!!

You're certainly entitled to your opinion, but it's unlikely this is Dell's fault. Issues regarding GPU upgrades have been a problem since before the Dell acquisition - as have other customer service issues.

E-Dirt - I don't think you're out of line...have you tried PM'ing one of the Alienware reps? I can understand not supporting upgrades when technology has changed drastically, but your situation does seem a bit unfair.

I know it doesn't help, but I am at the point where I don't count on the availability of future upgrades (from Alienware or other vendors)...
Reply
Reply
post #11 of 91
10/11/06 at 12:36am
Quote:
Originally Posted by E-dirt
Thanks for all the responces, the thing that gets me the most is the fact that I was told I would be able to upgrade my GPU among other things. My machine is not even a year old at this point. My warranty is covered for 3 years as of the purchase point. Three years is a long time to own a machine without upgrading something, Alienware should know this of all people.

You'd think after the 5500 (766) bit, that they would have watched what they said about upgradeability and if they were going to advertise this line as upgradeable, they should stick by it. I understand you maybe having to have a new mobo for a new card, but AW should at least make an upgrade path available to you....ie GPU+Mobo.
Reply
Reply
post #12 of 91
10/11/06 at 12:44am
Yeah I've heard this very thing from Zelly months ago on his attempt to upgrade his. You would think with people offering to pay for the parts and service they have no real reason for them not to do this (what could they possible stand to lose this way). They order the parts, get them, customer sends it in, they get money, sounds simple to me. Changing my outlook on AW yet again as I have the 7800GTX but thought about an upgrade on the gpu at some point in my 3 year warranty period. It sounds like I will get the same treatment and they get yet another lost return customer . A real shame indeed on something that is totally doable and is done by the other clevo branded companies .
Reply
Reply
post #13 of 91
10/11/06 at 1:27am
I just wish I had put a disclaimer on my telephone message when I spoke to the reps and recorded it "for training purposes". It would make for some good chuckles.

Hammer, we know all about your experiences and the godlike status with which they've treated you. Maybe they should do that for everyone? Nah, I'm not asking that, I'm just asking that they do what they say they will do. Is that so difficult? Hell, even the reps don't respond to PM's here much anymore.
Reply
Reply
post #14 of 91
10/11/06 at 2:58pm
I think it's your fault kinda not to be mean.... So far everything I have done with AW I have got in writing such as upgraded to 2 day shipping as well as a rush ticket upgrade. I specificly asked the rep to send me an e-mail to confirm these 2 situations and I waited on the phone with them till I recieved them in my inbox. You just HAVE to be able to back that kinda stuff up so if they come back at you saying uhhh we never told you that then you just show em the e-mail and tell em to shove it. Sorry about your problem though =(
Reply
Reply
post #15 of 91
10/11/06 at 3:55pm
Thread Starter 
BigPun, what are you saying?

What relevance to my situation is your story?

How is this my fault? Please elaborate.
Reply
Reply
post #16 of 91
10/11/06 at 4:14pm
I think I chose the wrong word there lol. I am trying to say things might have been different if you would have requested them to send you an E-mail confirming that you would be able to upgrade in the future. Not trying to rain on your parade or anything just giving my opinion =). Having a hard copy of something goes for a lot more than a "well I was told by so and so I would be able to" that's all I am trying to say and if you had a document in this situation it might have helped you. Or if they wouldnt have given you a document saying this, then you would have known to tell them.... have a nice day and take your business someplace else.
Reply
Reply
post #17 of 91
10/11/06 at 4:41pm
Thread Starter 
BigPun, I am not basing my argument on a quote by a sales rep. I think you are reading my argument wrong. Read it again.
Reply
Reply
post #18 of 91
10/11/06 at 4:43pm
Bottom line is the 7700 is upgradeable, that's all AW has said in their advertising. They just don't offer the upgrades anymore.
Reply
Reply
post #19 of 91
10/11/06 at 5:07pm
Thread Starter 
Quote:
Originally Posted by Hammerhead
Bottom line is the 7700 is upgradeable, that's all AW has said in their advertising. They just don't offer the upgrades anymore.

This is so true. I belive that the owners should have been told this information prior to purchase, as most of them I'm sure were under the impression that their machines (in some cases not even a year old) would be upgradable later on. I saw no disclaimers stating "No GPU upgrades after X months of purchase". What I was told was, this was an option. Now that they have my money they could care less. BTW, the supervisor that I spoke to was Kate. She was very unconcerned and very stern with her statements about the parts not being upgradable. I feel that someone that is a CS Rep Supervisor should have more of a caring attitude. Kate was very rude and short to the point, she kept repeating herself like I didn't hear her the first time. She did not want to talk about the issue any longer then she had to, in her eyes "I'm doing my job" did not make sense. If she was doing her job and servicing the customers she would have had more to say then "The GPU is not upgradable, end of story". Kate was VERY quick to toss my complaint out. I even called back to get a different Supervisor, and Kate answerd the phone exacly like this, "Hello Mark, I just talked to you a half hour ago, what do you want this time?".

Horrible.
Reply
Reply
post #20 of 91
10/11/06 at 5:15pm
"I was told that I would be able to upgrade 4 things"
"Why was I told prior to purchasing my system that I would be able to upgrade my GPU, when in fact after the purchase I am being told I cannot upgrade my GPU."
?? It sounds like you are basing your argument on a quote by a sales rep

I just got the impression that you were "told everything" and didn't get anything in writing. That is what I was talking about and how I understood your OP.
Reply
Reply
New Posts  All Forums:Forum Nav:
  Return Home
  Back to Forum: Alienware General
NotebookForums.com › Forums › Notebook Manufacturers › Alienware Notebook Forums › Alienware General › Pissed, should I be? Am I out of line?