Greets all. I've been lurking around here for quite some time, and I don't post often. However, after dealing with the problems of my m15x for the last few months, and having less than stellar experiences with Alienware technical support, I decided to write an open letter to Alienware. This will be sent to Alienware's customer service e-mail address as well. Sorry ahead of time for the wall of text, but I wanted to get as much down as I could remember.
|To whom it may concern,
I purchased an Alienware m15x shortly after they were released. This was my second Alienware laptop; the positive experiences with my first helped me decide to purchase the second. After having it a year and a half, I can say with absolute certainty that I will never purchase a product from you again.
Towards the end of my one year warranty, I started having problems with my display. The computer would boot up, but the monitor would never turn on. After three or four reboots, the display would usually come up. Several troubleshooting steps were performed on my end, including a full reformat and reinstall of Windows, without resolving the problem. I called technical support and went through the hour long – and ultimately useless – troubleshooting steps with the technician. At the conclusion, I was told that the problem was fixed, and that I was to call back if the problem resurfaced. The problem was not completely resolved, but it didn’t take three or four reboots to get it to work.
Three months later the problem got worse. I again phoned technical support, only to discover that my warranty had expired. I told the technician that my problem was reported prior to expiration. He said that the issue was automatically closed after I didn’t call back within X number of days. He also said that issues opened before the warranty expired are not necessarily covered under the warranty if the problem persists beyond its term. I found both of these responses ridiculous, as I had not been told anything like that when I called the first time, but I figured that I had no recourse. I eventually found a workaround for the problem: open the screen only about one quarter of the way, press the power button, and wait for the Windows login screen. Only then is it safe to open the monitor the rest of the way. This, I can deal with.
However, within the last few weeks, I have noticed that the screen bezel around the left hinge has begun to pop and creak when the lid is opened. The plastic pieces which hold the screen are beginning to separate, and every time I open the lid, I find more pieces of broken plastic which have found their way out of the gap. This, I cannot deal with. This laptop has left my house less than a dozen times in its life. It has spent the majority of its time sitting on a table top. It has never been dropped, run into a wall, or abused, yet the bezel is being destroyed every time I open it. In addition, the paint around the light bars surrounding the monitor has begun to rub off. This has come from 18 months worth of basic handling.
As the warranty has expired, and it seems as though your company has no desire to stand behind its product when it begins to fall apart years before it should, my only option is to try to repair the hinge myself. As I said earlier, my experiences with my first Alienware laptop greatly influenced my decision to purchase this m15x. I am extremely disappointed and surprised that Alienware has allowed their standards to fall this low. The quality of this machine is that of a plastic toy, and I doubt my situation is unique.
A copy of this letter will be posted on the notebookforums.com website. I know that at least one of your representatives peruses those forums to assist customers; hopefully they will read this as well.