Lack of sense of urgency from Alienware

Is it only me that is bothered by the missing sense of urgency in handling some of the issues that have been plaguing the recent systems?

I personally have been posting about the thermals, the throttling, and the 1080p ghosting. Every single one of these issues has bee replied to by Alienware-L_Porras who stated they will inform engineering and get back to us etc.
Some of these things were stated months ago with no follow up or mention of them ever again. I dont think its unreasonable to get replies to issues when we have a fairly expensive system that is not living up to its advertised/implied standards. We pay a lot of money for these systems and expect them to have certain basic functions that are not sacrificed. I for one have been doing more troubleshooting and spending time writing posts about issues; compared to actually using the system to game or work on.

This is very frustrated as I dont want to buy a Eurocom or a Clevo... I want a working Alienware dang it!

Please share if you feel the same.

 

This seems to be regular business practice for them. They most likely have already forgotten about this line and are working on the next models already. Probably looking at what other options they can remove from the next line.

 

Cut some slack, there is always room for improvement with anything.

I'm particularly fussy and cannot fathom what all the fuss is about IMO. But then again I did not pay top dollar for my Alienware as it was a refurb .

When I needed a 240w psu, I asked and it came the very next day.

 

Eh if Eurocom wasn't such a ripoff i would have jumped ship, but its sad the amount of double dipping going on with aftermarket customizers, so in a way Alienware still has a little more value, but please quit hacking options to subsidize for the ex-Macbook queefs who want portability as the no 1 feature. This is a gaming rig not a zenbook.

 

I like Aorus and Razer but they are way too expensive plus their availability is nowhere near as Alienware.

 

Yea, I agree. Those Porras inquiries seemed promising, for those in need, yet no updates were ever given.

 

Well exactly.. The warranties on these systems also are horrible.

Also just FYI I am cutting some slack. I have purchased 7 Alienwares in the last 6 years. (laptops)
There have been an occasional design flaw issue in the past (M15x) etc. However this seems to be the worst and takes the cake.
One should have expectations to not have to spend so much time in proving and analyzing their recently purchased $2000 systems.

I just wish they really focused on the issues and cared how the consumers felt. I dont have time to go into why I feel this is the case but it really is happening. I have brought issues to their attention and they acknowledged them but then quickly offered a refund instead of addressing the issue. My response was, "I don't want a refund, I want this model but working as expected."

 

Man, please don't get me wrong (no hate just curious) but, why would you buy 7 premium laptops in 6 years?, I've read that -just like you- there are people here that do just that

 

Mr. Porras, when this whole thing with AW heating will be solved? When will your engineering-comrades work out a new bios which will make CPU fans work fine? Do you think it is normal to buy laptop for 2.000 $ and manually control the fan speed with hwinfo so the keyboard won't heat like hell? Do you find it fun that Dell's engineers made 5 updates for bios and neither of them fix the main issue of this laptop?

Won't buy anything from Dell ever again. Im trying to start a war against Dell, here in Russia (like US-Russian confrontation isnt enough, lol). Writing on some local forums and famous web-sites about this AW issues and prevent users from buying AW laptops.

 

This is generally how it is. Customer service agents promise they'll look into and get back, yet they never do. Just par for the course in the industry.

I've held off buying an an Alienware just because the lack of feedback and updates to address the issues plaguing the systems you guys have. Sorry, but I'm not spending $2500 on a laptop that is overheating to the point that they keyboard can't be used or the CPU and GPU throttle themselves because the system is overheating constantly.

While I love the warranty and repair options that Alienware has, I would prefer a company where I don't have to utilize those options.

 

Well first off that is also counting my Wife's laptops. Aside from that I'm also in the IT industry and I like to try and obtain the latest greatest stuff (within reason). So I would usually try and sell the previous model for the newest one. If you add the Alienwares I bought for family members and my close clients its 10-15. Either way the point was to explain my hands on experience with them.

 

No explanation needed. Once you get into high end tech, the obsession only grows. I average a new laptop or two per year, myself.

 

My wife put a stop to my tech spending so I got back into mountain biking and she put a stop to that. Says I need to find a hobby that doesn't cost so much but I don't think those exist.

 

I've owned several Clevo/Eurocom machines and Alienware. Nothing wrong with Clevo.

If you want a "working Alienware" that suffers from none (or hardly any) of the issues you've mentioned, you'll need to find yourself a AW17 R1.

Barring that, the Clevo P750ZM (Eurocom P5 Pro) I bought last week is working out pretty well. Doesn't have the same quality feel of construction as my R1, but has sockets, adequate cooling (though the keyboard does get warm, though not as warm/hot as the R2) and is easy to maintain (4 screws and you have access to the CPU/GPU, not the entire tear-down the R2 requires).

Sounds like no matter how hard you want it to happen, you won't get that working Alienware out of the 2015 Alienware products.

The irony? The Clevo P650SE is thinner and lighter than the new AW15, yet keeps its components as cool (if not cooler). It also is about as quiet, and the keyboard temps are also cooler. It also accepts four sticks of RAM, and 2x 2.5" SATA drives. Not quite as sturdily built of course, but it doesn't suffer from all the throttling/BIOS issues the new AW laptops have.

 

But a much smaller battery and weaker lid. But I agree the AW15 could be smaller, there is a fair bit amount of air inside the casing.

 

Indeed, I love the sturdiness of the AW lids (even the newer machines, though they aren't quite as sturdy as older AW products).

Clevo lids by comparison are thin, feeble and flimsy (wobbly too).

Seems we can't have our cake and eat it too. If I could find an IPS panel that would work with my AW17 R1 I'd be set.

 

Will keep updating this thread until i get banned or get normal reply from AW representatives.

 

table top gaming?