Alienware support

That's really ****ing awful.

Unfortunately, the warranty does state, in effect, that you have to run through the steps so they can attempt to diagnose or resolve the problem before they make the decision to return it for repair. For somebody who doesn't know much about PCs, I can understand how this would be discouraging.

If you're interested in the specific terms in the warranty stating this, they are:

http://www.alienware.com/sub_pages/warranty.aspx

Translated, this does actually mean that you have to make an effort to work with them in order to troubleshoot the problem. There are some very good reasons for this, however. For example, my sister and her husband recently bought an HP which suffered from random system crashes shortly out of the box. They wanted to return it, but I assured them that it was purely a software issue and to give me a chance with it.

For inexplicable reasons, the Windows OS wouldn't create a memory dump, and we couldn't get it to blue screen either. So without being able to determine what the cause was, I reinstalled the OS and they haven't had a system crash since.

This is essentially what the tech support guy has to do. They want to determine if it's purely a software/driver issue. Once they extinguish those possibilities and it seems safe to say the hardware is defective, then they move to returning the system. It's mostly for their benefit to save them expenses, but you could think of it as helping you since it might also have saved you from returning your laptop and being without it for a period of time.

On the other hand, it doesn't reflect well upon Alienware to make you do something you're not comfortable with. The warranty also says:

And unless you did something to create that defect, they need to honor this policy because it's the basis of the warranty. And I certainly don't see anything about you being responsible for anything that happens to the systems while you're following instructions. In fact, when I spoke to Alienware originally about things like reinstalling the OS (which I plan to do first thing as soon as I get my laptop) they said that I should speak to a tech support person when doing it specifically because of the warranty. So it's either one or the other, and I think you just got a complete asshole. It can happen whenever you call tech support for any company.

From my experience so far, I've gotten the impression that Alienware's tech support isn't all they claim it to be. I'm accustomed to tech support staff that know less about PCs than I do, but so far it appears that many are a lot better at offering to sell you stuff than they are knowledgeable or capable of troubleshooting computers (just locate and read my thread about the car adapter).

But as I said, that's the way it is with any tech support staff. Some people are knowledgeable, some just work there. Sometimes you get the guy who wants to sell you stuff you don't want or need, other times you get the guy who will be honest with you. All that matters is that your laptop so works and hopefully this will be the last you have to deal with it.

That is a total BS policy. I think we need to get this clearified because if this is the Alienware policy that a tech can tell you to take apart the machine and if it breaks then AW will not cover the damage --Then No One should take apart the system if an AW tech tells them to. Demand that it is given an RMA # and shipped back to Alienware Depot for Repair under warranty. Ive seen this type of story come up once before and Alienware owners definately need all BS put aside and be given a straight up answer.

Quote=availingfaith
"However they lost any chance of having a repeat buy from me."

I still have faith that Alienware will resolve the issues and offer you amazing service with your system. Its frustrating to have a problem with a computer and on top of all of that you didnt need to be dealing with this added stress. You definately brought up an issue that needs a definitive answer. This is a question about Alienwares responsibility to system owners under warranty. If Alienware wants to have owners working on their own systems under the guidance of an Alienware tech then Alienware needs to take responsibility for that techs guidance.

A tech shouldnt be quick to say "cut the red wire...after you cut the blue wire". instructions should be given with care and responsibility.

This type of post is almost unbelievable had I not seen this type of thing once before. I would never expect this kind of stupid policy from Alienware.

availingfaith, please keep us updated.

This is not good. AW-Juan or Steve - can you help clarify this?

Expecting compensation is illogical. It sucks that they didn't fix the mic, but that doesn't mean they owe you a coffee mug. What matters is that they're paying to ship your laptop back and forth.

But you neglected to mention if they solved the other problems. Is the slowdown fixed? Have you been able to determine exactly what they did to fix it?

In your place, I would:
1) Insist on knowing exactly what was done with the laptop. You have to know if they really did anything, or if they just ran diagnostics and coming up with apparently nothing left it as-is. In this case the problem is likely to resurface later. Or if they did fix something, it would be a good idea to pay attention to how that component functions from now on.

2) Instead of shipping the laptop back, I would just demand that they send me a replacement mic and I would install it myself. I can't see a faulty microphone being a reason to send it in a second time, and considering that they should have fixed it the first time they've basically forfeitted their right to have it sent in under the warranty arrangement. Additionally, you can use the computer for the time being despite lacking a microphone, so there's no real sense in not having your laptop for another length of time to get it replaced when you could have it now and just receive the part later.

I can relate, I've been down that road with other companies. That's why, in my expeience, it pays to know when to give and when to demand. If you start out yelling at the poor guy on the other end of the phone you're not going to get very far. So you play by the rules until they screw up, like they did now, and then you leverage that to get them to work more under your conditions.

As I said above in my edit, you gave them the opportunity to fix the mic under their terms. They inconceivably failed to do so. Now it's time that they work under your terms, because you don't want to have to send in your laptop yet again.

"replacing the mic" entales removing the screen and the bezel to access it, it's built in to it. So them sending one out is, in my opinion, illogical. spock out.

Well, like I said that's what _I_ would do simply because I take things apart and put them back together on a daily basis. But if it's not a serviceable part that can't be done with the guidance of a tech rep over the phone or with user assistance here on these forums, then I definitely wouldn't recommend it.

Unfortunately it'll just have to be sent back in, and hopefully you'll score karma or something for being so patient. When you're on your way to drop it off for shipment, maybe you'll find a hundred dollar bill on the street.

are you going to return the computer for a refund? can you still? or just going to tough it out?

They might have meticulously restored your previous settings, backing up all your files and placing them back in order. But that's doubtful. Like I said, you should insist on knowing precisely what steps were taken with your laptop to troubleshoot and 'fix' the error. If all they did was run some diagnostics then you're getting stepped on.

And yes, if the mic is not a serviceable part where you have to start dismantling the machine in order to switch it out, you're not going to get a house call.

As for the question about "why after", this presupposes that there would be any compensation. Most likely whomever you speak to about it--if you were so inclined--wouldn't have any knowledge about it. Or it could be that they have to first affirm that the microphone is even damaged (this is the key to the entire RMA process, afterall). But this is all purely speculation on my part.

availingfaith, thanks for the update. Im as shocked as everyone else probably is. I don't even know what to tell you. please keep us updated on what you decide to do. In all honesty, I think you should be able to have the restock fee waived. You sent it to the depot and nothing was done. I bet there are some angry people from Alienware reading this update. maby, if you still want an Alienware, they can refund you into a new system. its just a suggestion. I really don't know how something like this is going to be handled. its the first time I heard of a system coming back from Alienware depot and it was never even restored to factory settings. I bet Richard will look into this. we might not hear an outcome but I bet this has his attention. he probably already tore new aholes in Depot.

dude this totally blows that you having such a hard time with your laptop, The overheating video card could be an issue that needed to be looked into as far as your video problems go, AW should really think about putting a better thermal compound on their components. The usb ports seem like they could have loose connections. I would call them back demand they do something about this, I would be totally PO'd about it, and they didn't even restore it...thats total crap

After debating with Alienware and talking with upper managment I was told regardless of the situation that the 15% restocking fee will not be waived. They said the best they can do is take back the system and attempt to fix the problem which I was told would take anywhere around 10 working days in attempt to correct the problem and satisfy the customer.