Have you got your 240w PSU from Dell?

Good luck proving that lol. Alienware neve gave you any performance figures did they? Dell would just claim that hey the computer works within our limits and our performance specifications.

Just because others perform better is meaningless. If dell had given you hard figures or said something like look how much better our computer runs compared to clevo then you'd have a case.

In addition dell gives you a 30 day refund policy. If you aren't happy with the performance then return it and get your money back.

 

They proved it by themselves by giving 240w psu free of charge to usa customers.

Do you think that was out of goodnes of their heart or due to fact they were afraid of law suit?

 

That's still not proof of anything.

The only reason dell gave out the 240W charger is because if they didn't a lot of people would simply get a refund and that would cost dell money.

Just because the system doesn't perform a good as you think it should doesn't mean **** in a court of law. Dell can simply just say we never claimed or guaranteed any sort of performance. And they didn't. Do you see anywhere on their website anything about fps, scores, bench marks? They'll slimply just claim that the system is performing as it should perform according to them. You made the fault of assuming the performance.

If you weren't happy with it then get a full refund like dell is already giving you. And so this won't even make to a court of law, it'll get thrown out well before it.

 

Even further to add to this, they'll just say they provided a 240W solution in good faith to you guys AND a bios update if that wasn't good enough. So it's not going to have anything happen.

 

Ok so 8w to run the rest of the computer and anything you may have plugged in? lol that makes sense, sounds like a bios will fix that, hopefully their fix isn't a hybrid bios because i'll just return it.

 

That is their fix. Just bother the reps enough and one will give you a 240W supply. Alternatively complain on facebook and one of the social media reps will reply and work things out for you.

 

wow that's terrible why not just offer the dam machine with the 240w for an extra $1 a month hahaha wow they do it to themselves, 8w and sucking the life out of the battery is their answer .... [email protected] you should be ashamed

 

That's the reason I canceled my order. Hybrid is not what I was looking for. I couldn't care less about saving trees and oil supplies! Give me powar!!!

 

I didn't do the testing myself, I simply linked to posts/threads/results in/from the Clevo forums showing the Clevo models perform just fine with a 180w PSU. Thereby lending credence to the theory that it's a BIOS issue.

 

Its terrible the way they went with this, and i should have checked into this before i just went ahead and ordered another one. If they do not give me a 240w i will be returning mine aswell, not big on a hybrid bios fix to something that is as simple giving us the appropriate hardware to begin with. Especially fixes relying on the engineers Alienware has proven they have time and time again tied to a pole in their offices, must be about as intelligent as the sales team.

 

In the end you dont even need to "win" just need to stirr up enough mess for EU guys to receive 240W bricks

If you inform enough of top executives and websites and someone makes news out of it someone will go and cover their bases.

 

Carpet bomb the execs email's at the level of social media they will receive with this. i know for a fact when you do this while your having sales issues things get taken care of immediately. All i basically want is a psu that is above and beyond what i need not rated for 8 w more then the cpu and gpu require, also this Hybrid bios crap needs to go.

 

1) You don't have the laptop yet, calm down.
2) You have to wait to get the laptop to call customer service.
3) You haven't had any issues enough to warrant a complaint to the executive team. There's no point in "Carpet bombing" the executives e-mails with this garbage when all you have to do is call to the right rep to get one or contact one on social media.
It'll take a little bit of time. Hell there are reps on this site too. If you have more issues than just a PSU then yes, try to solve through the alienware tech support means first, then if that isn't solved.

Don't just jump straight to the executives, that's a waste of their time and it really ruins our use of being able to contact them to have issues solved. Above all, you have to be professional and patient with them.

Some people in the EU have received the 240W bricks. It depends on the rep you talk to.

 

1 Why would u think im not calm or assume i am not ? what i said was merely a suggestion !
2 I can do whatever i like.
3 In my vast experience with dell while your being ignored, and having sales trouble for days and weeks this works like a charm. It actually brings you into contact with the real people at dell you need to be dealing with.
4 As i value your opinion, you have your way i have mine, which i have found to be very effective over the years. In none of my sales complaints have i ever been unprofessional, and by the sounds of it u have assumed i have been unprofessional, and with that i think you sir need to calm down and stop blowing what i said out of proportion. I never said carpet bomb with a rant or any unprofessional-ism whatsoever.
5 But it is ok for their company to waste my time? my time is money, just like theirs.

 

Well generally people don't use the phrase "carpet bomb" in a non-aggressive way nor is the term associated with any professionalism. Yes you do whatever you like, but you won't have anything done about your PSU until you physically have your machine, they won't ship it until you receive it.

I've dealt with the executives only after the regular support avenues have went nowhere, I'm only suggesting you follow those before going to the executives, that's a waste of their time and it may result in them closing those avenues if people don't continue through the regular support avenues first. I don't think not being given a 240W supply right off the bat is "sales troubles for days and weeks".

No it's not OK for them to waste your time, but they have the regular support avenues for a reason. So far they haven't wasted any of your time because the 240W PSU service replacement is only available when you already have the machine. You can call now and ask for one but you won't get one until you have the machine.

 

Um. Please do not do that.

One they cannot mail you a new PSU until you have received your laptop. And two please do not carpet bomb their executives email, doing so won't solve your problem. If anything it'll just make it worse for people in the future when they need to contact an executive for a major issue.

 

I never noticed a real negative with 180W PSU. I just emailed them and asked why I didn't receive the 240W PSU for a laptop I thought was the best they have on sale. I linked to the article they made said I have the 980m and I'd be happy if they supplied me with the 240 in place of my 180 and they agreed. I got mine the next day.

No need to go nuclear. My experiences with Dell Support are nothing short of great.

 

Mine are also great (eu) but some people dont have a ucking up over 9000 skills

Sent from my C1905 using Tapatalk

 

@ fittyman
Hi, can you provide that link where executive says in a statement 980m users will get a 240w for free please? Thx

I found the support article regarding this on http://www.dell.com/support/article/us/en/19/SLN295814 but I remember there was another one made by the exec but can't find it.

 

That's the only one I'm aware of and it's the one I used in my original email

 

Maybe this is what you're looking for.
http://forum.notebookreview.com/thr...ger-frank-azor-anything-on-awa.770195/page-12

Post #233 from Alienware-Frank.

 

It's good that they are giving them out for free. It's also good that you now have two: 180W for travel and 240W for home.

Let's keep this thread bumped for potential lurkers.

 

Some people have reported that they ask for the 180W one back. All depends on the rep you get haha.

 

I was asked to return the 180 or pay for the 240.

 

It seems more or less it depends on the rep. I was allowed to keep the PSUs given to me. Obviously the 180W one went back when I returned my old laptop though, so I have the 240W & 330W sitting around waiting for my new laptop!

I wonder why the inconsistency.

 

I would not trust that sending back the 180W is a good idea, considering there are reports of inconstant battery charging and problems with the unit complaining about the 240W being attached.
This could be resolved by adding full support for 240W in a future BIOS update.
If the customer is allowed to keep the 180W PSU, then they can effectively use it with the Hybrid Battery BIOS if they wish to do so, if that provide no other added issues.

My main problems is (for Australia/NZ customers), I pleaded (many times to many different people) before and after ordering the AW15 for a 240W PSU, but Dell is like this "You are outside of US and Canada, we will not provide you the 240W PSU in any circumstance, even when the unit arrives, the answer will still be no". Basically once I found out what the Hybrid BIOS actual does while day or so after processing my final AW15 with 980M order. I don't want happening absurd work around, really I had no choice by the cancel my order, with is shame as was actually looking forwards to this. I am somewhat angry that Dell is showing middle finger to those others around the world that order the unit, hence the rant.

If there was any chance that I could get the 240W PSU, then I would likely call back and have the order re-instated, it has been less than 24 hours, and I have been charged for the unit. Although unlikley at this stage, unless a rep from Dell read this and was able to make an exception. Chances of that are a million to one.

 

Where do you read that? It makes no sense lol.

 

I haven't heard that either. As far as I've read, nobody has had any issues with their computer using the 240W PSU.

 

Fairly sure I read about this through this forum and other outside of here. Maybe I am mistaken about it one, or whatever I read wass wrong. I can't remember where to find these statements. But if you guy are ok with it, then there is no problem I guess.

However doesn't solve my problem of not ever being able to get a 240W PSU from Dell. They will not even sell me one, they just say they don't even stock them, which is utter BS.

 

The 240W supplies were out of stock for a while and people were placed on a couple week hold, that may be what they meant. You cancelled your order so there's no point complaining about the 240W supply now and not being able to receive one.
If you had your order after you got it, you could call in and ask for one from the right rep, but any time before that they just dance around the issue, regardless of location. People in the USA & Canada still had reps dance around the issue, it depends on the rep.

 

If you must understand, I didn't actually want to cancel it, however out of frustration I did. I would have been happy to continue with it otherwise, and are having second thoughts (if that is allowed).

 

Well whether you people agree with me or not it works when you are very pleasant and professional about it. But anyways i was told today that dell is sending/replacing the said 180w with the 240w when they send out orders now whether that pertains to only the units with the 980m or not i have no clue but was assured that i would receive the 240 with my new order.


Thank you for contacting us.



Please accept our apologies for the inconveniences you have experienced with placing your order and being shipped with the 180 W power Supply,



Let me inform you that we are correcting these orders and changing the AC adapter to a 240 W before they ship. Nevertheless, if by any chance this unit ships arrives with the wrong adapter, we would appreciate if you can let us know and we will create a Dispatch to ship you one overnight.

 

For the record, I have re-booked my order (without re-ordering), but before I did this I confirmed the following.

Although I to a new rep this time (been through almost 10 of them now), one of which is the technical rep that relayed the info to rep I was talking with on the phone, in which both now say "there are no performance issue with 180W if you are living in Australia/NZ regions, as the pin outs are different".

I question them about it, "is that the plug end you are talking about, that connects to the wall socket, has the different pins", they said "yes". I told them that make no difference as the actual power adapter is exactly the same except for the power cord, and the power adapters DC voltage is identical and wattage is the same 180W as everywhere else in the world, therefore I will have the exact same problem as everyone else!

So basically no, can't have the 240W adapter because the removal power cord is different. Do they employ morons in technical support that have no clue what so ever?

I even asked if I could be at-least sold the 240W power adapter. They said no you can't that PSU is not supplied with the unit, therefore we cannot sell you it, there is no record part that can go with that particular notebook.

 

They're idiots, they don't know what they're talking about. They don't even know the specs of their own machines, don't listen to them.

 

Actually there is some truth to this, NZ like the UK uses 230v which is more efficient for the bricks to work with than the american standard, allowing greater throughput from the brick due to less heat

 

I am expecting an extra 60W from all this "added" efficiency?

 

I don't get it why Dell is paying money to pawns on the phone support line to deny people of the proper power supply.

You're already selling garbage machines, so why add even more garbage to the mix?

 

I don't think they're telling them not to give them. I think it's just a general instruction not to send customers parts for machines that didn't come with it. I don't think they received the proper memo that it IS ok to send the 240W supply.

I imagine the turn over for employees is extremely high there so it means there is a lot of undertrained workers that just don't do their jobs, which saves money in the end on the company's end. I mean, the sales team don't even know what the machine's specs are. You ask them questions they literally copy and paste the spec sheet to you. Then they say "yes" to every question you have, they don't know anything.

 

Well, Someone on here had posted a link to a support article from Dell that basically says: If you have an Alienware 15 or 17 and have a GTX 980M and you experience throttling, you need to:
A: Update the BIOS.
B: Get a 240W PSU.

Using this, I sent a message to dell/Alienware support mailbox tellingf them that I am getting some throttling and that I refuse to update software to fix an hardware issue and 2 days later I had my 240W PSU.

*EDIT*
Here is the article:

http://www.dell.com/support/article/us/en/19/SLN295814

 

Notice in that article that it states "US & Canada customers only" - way to go Dell...'Alienate' (pun intended) any customer outside of those regions.........

 

This is my problem. No matter how much before, during, or after placing and then paying for the order, will Dell outside the "US & Canada customers only" move on this to allow anyone else the 240W PSU. It not going to matter once I receive the unit shortly, I will still have the same issue, if not harder to get it as I would have then taken ownership of the 180W included PSU, and according to Dell that is spec for the unit on their account.

I have called/email many times (many reps, both sales and technical) already, Dell in the Australia/NZ region just quote "US & Canada customers only", and pretty much say, tough luck mate go and get lost!

Again my only real hope is if a Dell rep from here that would see this, could jump in that is above a certain point in the Dell ranks, that has enough power to say to the Dell employees in my region, "just provide that particular customer with a 240W PSU"

btw. No issue for the "US & Canada customers only", just go to the URL and fill in the form and be done with it, or give them a call and they will sort you out. Not over here though!

 

Just don't quote them the article exactly. I don't quite know why you're having so much of an issue when there were others outside North America getting it without much trouble. Have you tried speaking to a facebook rep?

 

Not yet (I am not a Facebook user, but could create account just for this). What is the URL for the Facebook page I need?
Do you have any good links or other avenues that I could use/try to go past the unresponsive reps/techs from Dell, as in another step higher to get my case across to Dell at global level? Basically someone who will actual listen from Dell and action.

 

Hi All

Newbie here so please be gentle

I have recently received my 17 R2 with 180W PSU. I have been following the discussion here very closely and immediately contacted Dell once I had my service tag requesting an upgrade to 240W.

Email support requested I download benchmarking tests and update BIOS to A02 and forward the logs. I have seen potential issues here which might be related to the new BIOS so I decided to call the next day as I was not prepared to be put through the hoops.

I was passed around a bit but eventually got through to a guy who also told me the new BIOS would sort this issue out. I put my case forward that I was not fully convinced of that and insisted on an upgrade.

He took a short pause to consult someone and came back agreeing to the switch.
2 days later the 240W unit arrived with a collection due the next day for the 180W.

Yes, it can be frustrating getting to the right contact, but if you persevere it will work out, especially when you still have the cooling off period to return the pc if you choose.

BTW I'm in Ireland

 

Great to hear. Happy you were able to get it.

The solution about the BIOS is the difficult part, even if I tell them I not convinced, they just deny that I have a point and they a 100% right that the BIOS is the fix and I am totally wrong with anything else I say, has this said to me several times now.

Difference is in the location, and where you reps/tech support are actually located to what particular team. Ireland and the associated team may provide have a larger team, better handling for situations like yours. The team I have to deal with is much smaller with is called the ANZ team.

As said by others, I will need to get the unit and likely the service tag, before I have a leg to stand on. Although I think threats to send back, I really don't think the ANZ team will be bothered, they would be like meh whatever.

 

I'm not sure if there are different teams for individual countries!

When you get your service tag you will more likely be transferred to a premium number and will more likely get a more informed contact.

I tried to get an upgrade while ordering but their system wouldn't allow it.

 

EMEA (Europe, Middle East & Asia) is totally inept in comparison to US & Canada - they are totally separate and function individually even though it is Dell Global. I've found that dealing with Dell EMEA is a horrific nightmare - even with the simplest of things. They do not know what the 'dog' is doing - they are just the 'tail' that gets 'wagged' by Dell Global and the preferential (or better) customer service and liaison only comes if you are in US & Canada territory.

 

The machine does not need a 240W supply, it's the difference between delivering 180W and 187W.

 

Most of their representatives are idiots. Simple as that.

Send a message to @Alienware-L_Porras and he'll send you one.

 

Did not see that. That is just flat-out unfair and stupid on Dell's part.