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    M14x R2 Sound Card Broken... AGAIN

    Discussion in 'Alienware 14 and M14x' started by VV1LLC, Sep 7, 2013.

  1. VV1LLC

    VV1LLC Notebook Geek

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    A couple of months ago (While still under warranty) I had my speakers replaced. The bass had stopped, you could hear cracking noises and even explosions over the headphones/speakers. Now 6 months later (While no longer under warranty) I'm experiencing even more issues. The sound card now just flat out stopped working. No sound is coming from speakers or the headphone jack. Restarting only provides a couple of mins of sound before going back to a blank.

    Faced with this I called the US/Canada Tech support, (1-866-287-6727) The 1st Guy "Jay" explained this was a "Known Issue" so even though I was not under warranty, I would still be covered. Sounds too good to be true right? Well It was!
    After calling Latin America (I had to switch my warranty to the L.A Region, as I'm currently living in PR b/c of work) 2nd Guy "Mario" from LA Tech Support says, I have no previous notes on your profile that confirm any of the information you claim you were given. Yup that is right, Guy #1 or "Jay" not only gave me a false name, his real name was JOSUE BTW, he also gave me false information about the whole "Known Issue" ordeal.

    Now with 2 problems in my back, I call back the US/Canada Support and demand to speak with a supervisor(Bad Idea).They put me on a person even less knowledgeable, that claimed that even WITH WARRANTY this issue would not have been covered. Because according to him, I had my motherboard replaced already. Yes he said Motherboard! My previous repair involved speakers, and as such the technician only replaced the SPEAKERS. The 12 x 3 inch Speakers, Nothing else! My motherboard HAS NEVER BEEN REPLACED.

    When confronted with my allegations, the supervisor just went ahead and said: "There was nothing he could do" and that was the end of that.

    Now here I sit with a 1,700$, Laptop with no sound.

    This is was 2nd Alienware but by the looks of it, it's going to be my LAST. A "PREMIUM" piece of Hardware, that requires a Warranty because of issues that pop up every every 6 months, Is NOT PREMIUM by any standards.In fact, this just speaks volumes about the "QUALITY" of the product itself. To top it all off and make matters even more frustrating, the customer support is beyond terrible.

    I apologize if any of my comments offended anyone out there... But as previous fan all I can say is... It's Extremely disappointing.

    Specs
    M14x R2 Stealth Black
    i7 3610 1600x900 Res
    8 GB RAM
    2 GB nVidia 650m
    750 GB HD
     
    VV1LLC, Sep 7, 2013
    #1
  2. ton247

    ton247 Notebook Evangelist

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    Ouch, really sorry to hear that :(

    Wish I could help you with your sound problem.
     
    ton247, Sep 7, 2013
    #2
  3. Alienware-L_Porras

    Alienware-L_Porras Company Representative

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    Sorry about those issues with the technical support personnel. Can you try this?
     
    Alienware-L_Porras, Sep 11, 2013
    #3