Alienware customer support nightmare.. will never buy another alienware again! - Page 4

Otay. Thanx for the update.



Zoid

Again, sorry you had to go through all of this. But glad you finally got some type of resolution. A bit confused about why you would spend more than your credit if you were just going to sell it...

I understand why you don't want to look at an Alienware laptop, but ... gotta say, as an owner of a Dell XPS2 and an Alienware m9700 - there is no comparison between the two systems. I liked the XPS2 (my husband is still using it), but the m9700 has it beat in every way. Good luck with your ebay sale.

No problem, ASFx, I understand where you are coming from. Sorry the Alienware experience was so disappointing. When it works, it's great!

Glad I never had to go through that. My support experiences were fantastic. I never needed repairs, however... just parts that were missing from the original shipment... which I didnt pay a dime for.

Good luck!

How would I get in contact with AW Steve?

Out of 10 calls to AW support, I have had 1 that was successful.

Started as my NW port broke so a cable does not click in like it should. First I called them and they said it would be replaced under warranty. Told them I could not send it in right away. Called back and said I was ready, then they tell me that it will not be covered under warranty, due to misuse. I wrote back and vented saying it had been like that from practicall day one. Then they say ok we will cover it under warranty. That is a good response.

Now comes new years weekend and I have a bit of an accident. My DSL modem falls from my desk and cracked the LCD. Ok I think, I paid for the max warranty. I call them straight away and explain what happened. Not covered they said. I told them that for the warranty I bought it should be, but they said I must have done it on purpose. Now why the heck would I purposely destroy my LCD panel and all that? But still, I have fought with the CS on the phone, to no success.

And from Day one, my video drivers have had sporadic problems to where I cannot alt+tab out of a game back to the desktop without having to restart the game or the graphics are screwy. No updates available for the video drivers yet.

I am never going to buy from them again if this is the way they treat their customers. When I paid for the full warranty for 3 years, and I get shafted at every turn, I do not like that one bit. I know I probably will not get any help, but I am just sick of the runaround I get everytime I call AW support.

Since the LCD screen was accidentally broken it's not covered under warranty. There are some companies that offer Accidental Damage coverage, but that's more money to pay on top of the standard warranty. Companies do not typically cover accidental damage under warranty, so just be aware you won't have this problem with just Alienware, but practically every computer company out there.
The LCD you will have to pay for a replacement if you want. As for the port, it looks like you can get that fixed under warranty.

As for your Alt-Tab problem, that sounds like a software issue, not necessarily driver related. Games sometimes have issues involving crashing especially when Alt-Tabbing in and out of full-screen. This is pretty much unavoidable, especially with more programs and processes running in the background on a single-core processor.

I have only one slight disagreement with your post. The Alt+tab issue. My desktop that I still run occasionally never had an issue with that before. And that was only a Geforce 5200. So I disagree with that section of the post. Otherwise I know I will have to replace the LCD, it just bugs me that I get the runaround every time I call them. Add to that it took 4 different calls about the MB replacement before they said that they would more than likely have to wipe the drives and reload XP and that I should back my system up. Just grumbling here....

Dropping something on your computer and breaking it is not covered under warranty.

The only company that has "accidental damage" coverage is Dell, and that is for an additional fee.

Whether or not you dropped your modem onto your system on purpose, it's just not Alienware's issue, it's yours.

As for the Alt + Tab issue, I've not had that with my m9700 even with the original drivers. You can get more current drivers from Laptopvideo2go.com, you just need to incorporate the modified inf file into the driver folder before loading. You may want to make sure you have the latest cpu driver from AMD loaded, and you also may want to contact AW and ask about the latest bios offered for the m9700 to see if that addresses the issue.

Aww...man im scared for my m9700 now....oh my god I hope I dont get FINGER PRINTS! OMG I hope Australia dosent do that!
OWNED

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