Alienware 15 services woes

Discussion in '2015+ Alienware 13 / 15 / 17' started by suyash691, Jun 29, 2016.

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  1. danger007

    danger007 Notebook Consultant

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    Well sadly what I feared has happened, this site deleted a post that had 2 e-mails from Dell/Alienware showing the misrepresentation, deceitful business tactics, lack of professionalism, utter lack of knowing their customers and more. I had a 4 yr policy and was told that would earn me a 2-3 yr extension. Well first they say sorry we never give more than 5 years total. I get a letter in the email on Jun 30, special promo for the next two days, I could get a 2-3 year policy extension and to call them. I did. The guy I talked to didn't know that the Pacific Time Zone (PST) and Central Standard Time Zone were just about 2 hours apart, thinking it was several hours apart so he didn't know to call me later in the afternoon (lucky I was home as I cancelled one of my doc visits). He says sure let me get a quote for you on 3yr policy (in his email he even listed my service tag), oh, as he comes back on the line, sorry can't do 2 or 3 year, only 1 (have letter showing offer for 2-3 yr) obviously shows they know their customers and what they already have.

    I told him about the video card and he said he would have to talk to those above him to verify if could issue warranty. He would call me back between 4-5 pm PST. 6pm, no call back. I then call him and leave messages for the next hour. I decide to check my e-mail and boom! He sent a letter saying oh we can't give you a warranty because of your video card (Dell issued and installed AMD 7970m).

    I had hoped Notebookreview would leave it in both Dell and Alienware forums, they have already deleted the one in Alienware so either they were asked by Alienware to remove it or ?????
     
  2. orancanoren

    orancanoren Notebook Consultant

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    Good point. I forgot about that :D
     
  3. suyash691

    suyash691 Notebook Consultant

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    So **** just hit the fan....... when I submitted the laptop to the service center. They contacted me the next day and say the laptop is perfectly fine, i run intel xtu benchmark and the CPU temperature reached 96 degree Celsius and it thermal throttled(20%) alongside power limit throttle(10%) and current lmit throttle(40%)
    How is that "perfectly fine" and over that issue i had to contact tech support today, sadly the original team was unavailable(the guy on that original team was quite understanding and knowledgeable and helped me a lot in getting replacements and fast tracking the resolution) and the "Supervisor" of this new team i was put in contact with said this temperature was fine. And over that he questioned the authenticity of Intel's own software(XTU) to measure the temperature of the CPU which Intel themselves manufactured :slowcaps:

    I made this post on dell india's facebook page
    https://www.facebook.com/dellindia/...tif_t=share_comment&notif_id=1467738463279073
    Please like and share so that this issue gets noticed by dell

    And @Alienware-L_Porras please respond to my pm
     
  4. VICKYGAMEBOY

    VICKYGAMEBOY Notebook Deity

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    don't talk to them about the problems, tell them u want a replacement.. these things will take long, as I'm the first person in india to approach with this kinda throttling, before that they had 0 complaints, either people dint bother to check, or dint bother to go and fight with them.. I felt so bad for those people.. don't talk to them in technical aspect for now, they won't even bother, ask them for replacement..
     
  5. suyash691

    suyash691 Notebook Consultant

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    You know what they told me .... this is the first time we have encountered something like "throttling" ... i think thats their way to evade people who are knowledgeable enough then say that the tools they use are not "official".
     
    Last edited: Jul 6, 2016
  6. Papusan

    Papusan JOKEBOOK's Sucks! Dont waste your $$$ on FILTHY

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    Can they say anything else? They knew about this ticking bomb when the first cases were submitted. The first models should have been draw back from their sales page. And put up a new revisjon motherboards before they start up the sale again!! Like the rest of the industry who has similar problems. Regardless of products.
     
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  7. rinneh

    rinneh Notebook Prophet

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    The thing is. Far from all have it. There are around 4 or 5 cases on this forum?out of thousands sold. It seems only select few 980m models. But i do agree they should handled it better for the people that do have these issues. But it seems that the service centers operatetotally independent and dont share their findings with eachother. In holland the support desk is in fact an external company hired by Dell. They do a great job by the way.
     
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  8. jazkha

    jazkha Notebook Enthusiast

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    Dell has already tried to repair my AW 15 R1 twice firstly they replaced the heatsink and the fans, secondly the whole motherboard 2 fans and the hard drive and today the tech guy will come and replace the motherboard again. This is stupidity I tried explaining them about the throttling issue but they said they talked with intel about the throttling issue and intel responded with there is no throttling with the 4720HQ cpu. This is the 3rd time they are trying to fix the same issue hopefully after that I can ask for a replacement.
     
  9. Papusan

    Papusan JOKEBOOK's Sucks! Dont waste your $$$ on FILTHY

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    The problems is that we don't know the hidden numbers of owners with the issue. A big part can be owners who can't see they have this problem and also a lot of people who don't want to send in their laptops for repairs. People is so different... But once a owner want help, the tech do everything to push it under the carpet. The same happened also with the 180w psu. This problem should be worked out much better on the top in Aw Hq. If you say something about this... Every one higher up delete messages in social media and don't want to argue about the plane fact!! This isn't the best way to help consumers who already purchased the product, or give new buyers good filing about products they think to buy.
     
  10. VICKYGAMEBOY

    VICKYGAMEBOY Notebook Deity

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    rather than pointing out on regional dell support teams, I blame on main alienware team who did nothing but to hide it from other regions, yes most of the people don't even bother to take the case serious, and yes it happens only on 980m models, because it draws more power than 970m.. I'm mentioning this to @rinneh .. @jazkha I highly doubt it will be solved, I had 6 different motherboards.. nothing could fix.. but you can give a shot.. @suyash691 did u try to approach MR.RAJ KHA.. he is working on system exchange department..
     
    Last edited: Jul 6, 2016
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