Alienware 13, 1st Month in and already requiring repair!!!!

Figured I'd post a little thread about the issue I ran into today with my Alienware 13.

Know I have only had this for less than a month, and it has been working fine. But this morning I woke up to turn the computer on and was welcomed with the bottom 3rd of the screen producing lines and flashing. Now this issue occurs immediately after start up, and and proceeds to get worse the longer the system is on.

Before contacting alienware support, I did a little troubleshooting of my own, and found that it occurs on the BIOS screen and Pre Boot diagnostics (Which Cannot find anything wrong). But I can hook up an external monitor without any issues.

I spoke with dell and I am currently waiting for a box so I can ship the system to Dell for repairs.

 

Wow so no more on-site repairs then huh? That's really a bummer. Sorry to hear about your issues. Hopefully that gets resolved quickly.

 

They still do onsite repairs - they have replaced the motherboard in mine - lighting effects didnt work, so they replaced the keyboard first, no go, they then replaced the motherboard and keyboard (which worked). The definitely do in house unless you live in like dirka-dirkastand or something.

Incidentally this question came up in another thread, but the support options for all the new systems read exactly as before for ordering. Even when they thought it was just a keyboard issue on mine they sent a tech out, not sure why they wouldn't in this case, they can certainly do screen replacements.

 

Yes I hope it gets resolved quickly. I spoke at length with the tech on the phone and was repeatedly told that depot repair is the only option.

Just an update...got the box the day after I called...and I sent it in today... Hope it gets fixed and quickly.

 

Thought I'd update this thread. My Alienware 13 arrived at the depot Friday Morning, and by the Afternoon it was in diagnostics. It wasn't till late Friday evening when I got an email stating that the repair was on hold since they do not have the necessary parts to repair the machine. I was told it could take anywhere from 5 days to 2 weeks. Frustrated with already having to sent it in for repair, and now having to wait for parts I emailed my Alienware Support advisor Colin about this delay. He replied Sunday asking if I would like to initiate a exchange/replacement. I have advised Colin that I would like to proceed with an exchange. I am currently waiting to hear from an "Exchange Agent" which apparently can take 72hrs to get in contact with me.

I do have a few questions, Has anyone ever dealt with these "Exchange Agent's"? and Would it be to much to see if I can exchange it for the lower end Alienware 15 which is the same pricepoint give or take a few dollars?

 

Coming up on 72hrs still no contact from this Dell Exchange Agent....but I have gotten another email from the depot saying the machine is still on hold waiting for the parts required for repair!

 

I have dealt with an exchange in the past with my M14xR2 and hopefully they handle things better than they did for me. They claim up and down the replacement system was brand new and built using new parts, but I highly doubt that. my "new" replacement system looked like crap. The first one I got was had a small crack from a poorly placed plastic rivet and the onsite rep fubar'd the motherboard trying to replace the palmrest. I asked for an exchange and the "new" system did not have the plastic protection sheets on the screen or anywhere else that the original did. it also had a discolored splotch on part of the lid. I read somewhere after that exchange systems can be built with refurbished or new parts. I called to complain and was guaranteed it was all new (by a random foreign dell rep). I replaced the thermal paste on it down the road after accepting this was the best it would get. I mention replacing the thermal paste because when I did the I found part id stickers on top of other part id stickers. I have had and taken apart an M11x, a M14xR1 and the R2 and neither of the previous systems had multiple part stickers on top of each other. only the replacement R2. I was there when the tech took apart the 1st R2 and don't recall that one having new id stickers on top of old ones, though i wasn't really looking for them at that point. I could never get anyone to admit that it was built with refurb parts and even if I could get someone to admit it, Im sure id just be given another refurb system if they would do anything about it at all.
good luck bro, hopefully the 13 is new enough where they don't have refurb parts to build with.

 

That's horrible, My experience isn't starting off on the good side. I still haven't heard from this Exchange Agent...It looks like they may be stalling till my repairs down, and from the looks of it the parts actually are in and from the depot site it states "1/14/2015 10:14:47 AM: Your unit has been released from hold. Repairing of your unit will be continued by our technician. and 1/14/2015 10:32:14 AM: Your product is currently being repaired by a certified technician. This step includes repairing, testing, and any necessary parts replacement to return your unit to working condition." Which is fine with me...I just want a working machine. This entire experience has been frustrating from the start, I never had these types of issues with my M14xR2, and it is making me reconsider whether I buy dell for my next system.

 

This is pretty much along the lines of what I've experienced with Dell/Alienware as well. I keep eyeing a replacement for my M17x but I just keep feeling like it isn't worth it.

 

Well this is the first time I have actually had to get service from dell....and they are really dropping the ball. I have finally received an email from another agent advising me that my Exchange Request has been approved...but again they have stated that it will take 3 to 4 Business Days for me to receive any updates. Man I use to work in technical support for another computer company, and these things would never take that long...exchanges would be processed over the phone immediately and usually the customer would have it within a few days. Dells making me consider getting the exchange and then selling somewhere just to get rid of Dell.

 

Well its now the 20th of January and I am still without a laptop....I have been trying to get in touch with some of the previous advisors, but have had no luck. There Twitter Account has contacted me and I am waiting again to hear back from them on what is happening now. I'm to the point of not wanting anything to do with them, I am going to give them a few more days to contact me if not I will be contact Dell Financing and advising them to cancel my Contract as per our Consumer Protection Laws.

 

Just have them do a full return. I returned mine.

 

I got my Alienware 13 new 2 days ago, my first laptop in 8 years. It came in my disappointment, the base were scratched up. There are scuff marks and a long scratch on the base of the laptop.

I got on dell chat support, told them I would like to get replacement for a new one. The chat were like "okay, go to the member section and fill out the return and expect to hear back in 2 to 4 days". I don't have 4 days! My classes start next week!

The worst part (reading other's people feedback on tech support), I'm scared if I send mine in and they gave me a piece of **** refurbished laptop or a laptop that is in worse shape than mine. Or...forcing me to wait a month for it to arrive.
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I wish Dell had an onsite store that I could just walk in store and say "Hey, I got my new laptop and it came damaged. Can I get a replacement?" Then after filling out paperwork, they switched it onsite....now that would be nice... I don't trust those Chinese workers. I rather have robots pack the laptop into the boxes. (Video proof: https://www.youtube.com/watch?v=72LXDMd-9UU )

 

Well hopefully this will be my last update.

I have finally received my replacement unit from Alienware, Everything seems to be in order. Just going to finish with sending the old one back.

Hopefully I can now get onto actually using my laptop!