Pissed, should I be? Am I out of line? - Page 2

there are so many other top notch custom PC vendors out there, its a shame that AW will continue to lose tons of market share over stuff like this..no one should be treated like this especially when spending several thousand dollars for a product..
And, even though there is no concrete proof that their CS has gone to hell since the Dell purchase, I can't help but think, along with many others who have had AW machines for a couple of years, that AW CS is truly terrible right now, and seems to be getting more like Dell every day..

Regardless of what we were told, the 7700 is advertised as being upgradable. It's in the emails, its on their site. It's one reason I was scared to put so much money into a laptop. I wanted it to be upgradable.... In truth, I'm fine if AW wants to stop upgrading the 7700. Just let the customers know ahead of time so they can upgrade components while they still have the choice. Yanking the option without our knowledge doesn't seem like a good move on their part in my eyes and a quick "Alienware regrets to inform its 7700 customers that GPU upgrades will be pulled effective Month.day.year. Please make note of this policy changed and contact Alienware with any questions, concerns, or comments, or to place an upgrade order." would be great.

I guess you can stop posting the "AW will do the upgrades at vendor cost, all you have to do is pay shipping one way, vendor cost for the parts, and labor" bullshit. Bottom line is whatever the whim of AW is at the time is what goes, no matter what they tell you or advertise. Try to run your business like that Hammer, see how much return or word-of-mouth business you get.

Think BF made a good point. If they were going to quit offering the upgrade path they should have at least told their customers before hand and given them a sort of last chance offer to do so in the least. Just not good business to say you can then up and change that with no notice to their loyal (or in some cases no longer) customers. Guess I'll call up and ask if mine is still available for an upgrade before it's too late and they pull the plug without warning on me as well. Just don't make sense as this was a huge selling point from their advertising standpoint. Mine is 10 months old so I'm guessin I'm on the borderline for an upgrade path.

Sorry tridge but I don't think any company would ever allow you to have it that long before returning it for full cost at the time of purchase minus 15%. Best to have the card replaced and sell it yourself I would guess if that is what you want to do. That's still a nice fast machine you have.

Don't you only have 30 days to return it with the 15% restocking fee?

That's true, I didn't even think about that.

If the card is bad then why can't you do it under warranty? I didn't mean upgrade it, just get it fixed to a proper state and then sell it.

hmm...so do they not upgrade your computer because they no longer support the motherboard and the corresponding then-upgradeable items? maybe they've got newer models and with technology changing so rapidly, they no longer support the model you have? how long have you had your laptop?

Doesn't sound any different from any other computer vendor...I had my HP for a year and when it crapped out, my only viable choice was to get a new one....they had produced two more powerful computer models in that one year....my lappie was already an antique....

Sorry about your problems....

Well, the warranty says they have to repair or replace your system, so if they can't fix it in the future and you're still under warranty, they have to offer you a replacement system of equivalent performance.

What is really a pisser is if your mobo is what is going bad, they'll have to replace it under warranty anyway, so they still have to do the work, and have to be able to get the parts... so why they won't just get a new mobo and vid card and install it for you doesn't make sense.

I don't think upgrades are addressed in the warranty at all, but replacement and repairs certainly are.

Sometimes with Alienware, you'll be told one thing from one rep, and another from... another... Have you called and asked about upgrades from someone else?

It does seem to be an issue that you can't upgrade through AW, so if you upgrade elsewhere you'll void your warranty. That's really a bad policy for a company that had upgradability as one of their basic benefits...

And even if you get the new card and sell the machine, the warranty doesn't transfer, so you're still screwed for buying the warranty.

The more I think about this the more I agree with you E-dirt. You bought a system that was upgradable, and a three year warranty that would allow for free labor for the upgrades, the upgrade parts are all available, but AW won't do the work, or let you keep your warranty if you do the upgrade elsewhere.

These policies force you to keep a less than current setup.

... yeah, I've received call from Marco (CIT) as well. He promissed to get back to me again today with an update on my case. Hoping to hear good news now when, after of weeks of incompetency, my system should be finally in right hands... Still can't say yuppeeee but at least I have visibility what's going on! If AW CEO reads these forums he must definitely push the company to change their internal processes to stop frustrating originally excited customers!