Dell Repair Terror: My M18X Story.

[Get2GunninPUNK]

I received my Alienware M18x in March.

Here are the specs:
2630 i7
12gb ram
1tb hdd
Killerwireless N
2x 6990m in crossfire

My B button had stuck to the pressed position, and when I plugged in the adapter for spdif my sound would not come back on through speakers. Called Dell, and they sent out a box and I sent my AC Adapter and M18X

I get it today, to see they replaced the mother board and keyboard on paper.

Unwrap the plastic, there is dents in my nebula red and chips in it all over now, 6.26 inch scrape on the side, glass in front is separating from the frame of the screen. I turned it on to see the keyboard does not light up all the way, it boots up and says HDD error, so I am like "ok reboot again" it rebooted and worked this time. After it booted, there was no wifi and Ethernet activity, checked to see the drivers, and behold, no adapters detected, I re spawned and still the same. So as I checked for any conflicts in device manager, I expanded all devices to see "Radeon HD 6900 series" only one tho, after having two when I bought it. After being on tech support and doing diagnostics come to find out, they swapped my TB for a 750gb hdd, my pc only has a radeon 6990 x 1 instead of 2, no wifi and motherboard is shot, keyboard is scratched up and loose.

This is the first alienware and last I shall buy. The individual manager I spoke with was also extremely rude, they lost half my ac adapter as well..

I do not know what has happened but the technical support rep said It seems as if the individual that repaired my laptop did not install all the parts back in, but did not log in any other parts but the old motherboard and keyboard.

I am done with Alienware, not once but 3rd time i have had to call them about issues with the laptop since March. I seriously thought that my system was just a bad unit, but to steal parts that I PAID for, that's just wrong. I am just in shock that a company that does this type of work is this unprofessional. I loved the first few weeks of this system, but as problems arose they tried to deny there was problems, until a tech came out and said I needed to call and send it in.


I planned on purchasing more for my company, but looks as if I may have to go some where else.

[kenny27]

Hey sorry to hear about your bad experience, your not the first to have a damage laptop come back but missing parts is 100% not on
Kick up a stink (just don't get angry at the rep) tell them the problems, and demand them to be rectified, don't forget to remind them how extremely dissatisfied you are and how inadequate/unprofesional the support has been, and they should come through.
What ever you do don't send the laptop back to them unless your getting a refund for reasons you have already experienced

[ACHlLLES]

Contact dell and tell them its not acceptable.

Exactly why I only go for at home service though. If a field tech breaks somethimg durimg repair I point it out and make them call dell.

[Kovalen]

The nice thing about Alienware, complain enough and they usually make things right.

[Get2GunninPUNK]

Since I wrote this, I have been on the phone with Dell. They are sending a technician out ASAP - The Rep said I might be out on my 6990m since the technician did not log the parts back into the system via dells repair depot, i even said I have original receipt. He got rude with me and i have recorded the conversation and let him know i was recording the conversation. Still no ETA on when they will be able to help me. This is outrageous.

[Keith]

I would strongly suggest you get in touch with Dell-Bill_B in this forum. He is a Dell employee who has bent over backwards for the folks on this site for a multitude of issues. I am confident he can get your situation squared away ASAP.

[MrValle]

Yeah, lately i have started to get very bad support from dell, and helpless and rude reps. What is happening with DELL. Major cut-backs?

And your story makes me more angry .

[SMOKE_SKULL]

They owe you a brand new machine asap. Then they need to have a chat with the tech who repaired it, perhaps he should now own it and make the payments. I have heard of people getting fired at auto service centers for stealing small change from peoples cars.

[Get2GunninPUNK]

I for one am a person of the forgive but not forget, times are tough, they need to issue him a warning. Yes my machine got parts jacked but in my mind as a completely disabled marine veteran I have learned and seen the economy today. I am thoroughly beyond mad but he should not lose his job as there are not many jobs out there, they need to Issue a warning and let him know that they know what he's doing. Times are tough, I can't and unable to work but I don't want someone losing their job over this, we all have to survive. Just want the parts either re-issued to me or somehow fixed. I run my own technology blog with over 3200 unique users daily and I have missed being able to keep them updated on computex 2012 and e3.

[Guswut]

I for one am a person of the forgive but not forget, times are tough, they need to issue him a warning. Yes my machine got parts jacked but in my mind as a completely disabled marine veteran I have learned and seen the economy today. I am thoroughly beyond mad but he should not lose his job as there are not many jobs out there, they need to Issue a warning and let him know that they know what he's doing. Times are tough, I can't and unable to work but I don't want someone losing their job over this, we all have to survive. Just want the parts either re-issued to me or somehow fixed. I run my own technology blog with over 3200 unique users daily and I have missed being able to keep them updated on computex 2012 and e3.

The best way, from what I've seen, to get in touch with someone at Dell that does not eat paste is to use the @DellCares twitter solution ( https://twitter.com/#!/DellCares ). You should also contact Dell-Bill_B ( http://forum.notebookreview.com/member.php?u=148622 ) as he'll surely assist in making sure that you are taken care of entirely. While you may not want someone to lose their job over this, that does not mean that they should not lose their job over this. If someone is going to screw up that majorly, they should not be working as a line technician. I doubt they'll fire them over this, though, unless they have already screwed up majorly a few times before. Don't worry about what happens to that person, as they made the choice to screw up, and have gotten caught. Your mission is to make sure that you are properly taken care of per the contractual agreement you made with Dell.