Alienware m18x repair

Missing screws/broken tabs/display with dust.... stripped screws...

Edit: Sorry didn't get to finish post... phone died. The laptop came back from depot in extremely dirty condition... laptop looked like it has been worked on by a car mechanic.... in addition this is what I found

Missing screws everywhere a total of 5 missing screws and 1 completely stripped... screws were replaced with different size screws that doesn't fit correctly, LCD has dust inside the screen, a bunch of broken tabs... they did not replace the palm rest that had fire damage on it... keyboard bent and clips broken off to the point where it doesn't sit properly... missing rubber pieces that prevents shock to hard drive.... nicks on the LCD cover....







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Your machine came back from the Depot with these unresolved issues and additional damage? Is that why you are posting? (If not, please clarify.)

 

Updated OP.

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What is your point deuceduzit? Is this acceptable? No, it isn't, none of this. Call Dell and explain your problem (and ask for a replacement/refund).

 

Just got off the phone with Dell... They escalated the case and someone should be contacting me next week... Man... I knew it was a bad move to send it into repair depot.... Kind of expected though I guess (from all the bad reviews other users have experience with repair depot).

I just don't understand why the tech couldnt just get the correct screws to re-install my panels/kb.... I have like 4 different screws that obviously dont fit... And to make it all worst one of them is stripped... I managed to get it off but it was a pain.... I am extremely OCD when it comes to my stuff.... Laptop came back looking like its been in a warzone.... Extremely dirty....

Come onnnn!!! 2 of the screws missing are the 2 that hold the LCD in place... Dust inside the LCD is pissing me off.... I can't stop looking at it... I can probably take the screen apart and try to clean it... As for the tabs... I have handled my laptop with special care ever since day one... It only takes 1 day + 1 moron to rip this thing apart and break damn near every clip...

&!*@^! tech needs to get punched in the throat! I see gaps all over the place and its pissing me off...

 

Very similar to my experience the one time I was given no option except to send mine to the depot. (Numerous missing screws, broken tabs on keyboard bezel, etc.) Sorry to hear this happened, but I know they will take care of you. This will be resolved amicably, I'm sure.

Parts Only Service (POS) is the best option overall because, as a general rule, nobody will handle the machine with the same degree of care the owner does. It makes no sense to me when some of the support reps refuse to do POS when the customer is confident of their technical skills. It not only avoids frustration, but also mitigates the repair cost.

 

Yea, I'm very greatful for the lvl 3 guys I deal with.... Its just these service depot guys need to get re-trained...

No offense to AW team... I still think they're pretty good... Its just some individuals choose not to take pride in their work... Every company has a village idiot... Or in this case (from what I have heard from many people dealing with Service Repair Depot) a entire department...

Costa Rica = A+
repair Guy = F-

I'm still confident AW team will take care of me... Called them and they completely understand my frustration and apologize for the inconvenience and was extremely sensitive to the situation.

 

A+++ I agree... I know this machine like the back of my hand by now... I NEVER broke any clips on this laptop when opening it, always took special care and most importantly = KNOW WHAT I AM DOING!"

 

It's because their repair depot and a local zoo must be sharing the same address. Your system must have been delivered to and got serviced by monkeys, and given the fact that they at least tried to do the job, makes them look good even compared to apes! Look at the bright side, you'll get a bunch of free upgrades for letting those slowly evolving beings practice on your machine!

 

I swear... I almost punched my co workers in the throat today... I was the laughing stock in the office, everyone thought it was soooo funny that I spent soooo much money on a highend laptop and have it

1. Shoot flames and smoked up my house
2. Unable to get NBD service (I had braggg'd about how awesome it was and was telling my co-workers about it a couple weeks ago defending Dell against a mob of *Haters*)
3. Have the laptop come back looking like the ape who worked on it poop'd on his hands while working on the laptop
4. Broken clips/missing screws/dust in LCD... I just spent 30mins scrubbing crap off the laptop...

 

This is pretty crazy. I've had a similar experience here in the States with Dell. I sent my XPS M1530 (years ago) in for some work because I kept getting boot errors with the BIOS, turns out the HDD was damanged...anyway, it came back and the HDD screws were missing, the screen had smudges all over it, and the case wasn't even popped on all the way. It was as if they had started to work on it and said "screw it, we'll give him a new HDD" and threw it back in the box. Ever since, I have been skeptical about purchasing the M18x R2 because of my experience with Dell in the past. I am considering purchasing through a Reseller, even if it may cost a couple hundred dollars more.

Good luck bro.

 

Can you post what they replaced and which repair center performed the repair?

 

They replaced GPU/Mobo/CPU its the one in Houston TX. Sad thing is... I doubt they even looked into what may have cause the problem in the first place.... just did the super swap and sent it back with broken clips all over the place and as if they laptop has been in a warzone with smudges/dust dirt... it really isn't that hard guys.... taking apart the m18x without destroying the clips isn't exactly rocket science... then the idiots lost some screws (I can tell because a lot of them are now different color and size...) stripped the one holding keyboard in place too.... you would think they have the proper basic Philips head screwdriver.... repair guy needs to just quit his job and do us all a favor (including dell).

If I treated my customers product this way I simply would not have a job...


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It reflects a total lack of regard for the customer, lack of respect for the product and the company's reputation, and a lack of personal pride in work product on the part of the employee that did the "repair" work. The end result is not consistent with Dell's corporate values relating to quality or customer service. I wonder if the person that worked on yours is the same one that screwed mine up? Getting fired would be a better solution than a punch in the throat. (Although both would be deserved.) The poor performance and skill deficiency should be dealt with swiftly, and without mercy. I hope they have a mechanism available to determine the identity of the employee that did this and terminate them before they can do this to any more customers.

 

Had much the same with Anovo (Dell's service provider in the UK).

One of my M18r1's developed the 8 beeps of death and went back to have the mobo replaced.

Came back with scratch on screen, right in the middle about 3 inces long. The keyboard bezel/Control panel not connected, missing all but 4 clips and only 2 screws out of the 5 it should have. The keyboard only had 2 screws holding it in place. The TactX keys didnt have a screw at all. Plus the webcam no longer worked. They also wiped the HD, no Os just a wiped disk.

Took Dell 3 weeks to accept they had caused the damage and only after emailed them photos taken the day before they picked it up (Used a newspaper as date proof). So it went back again.

Came back 25 days later - due to a delay in parts. Screen replaced, this time with dust and a lot of it. New keyboard for some reason, new mobo again. Still had the same keyboard bezel/Control panel still with only 2 screws, only 1 screw holding the keyboard down and still no screw holding down the TactX keys. Webcam still broken. And as a added bonus Missing the sli cable and the entire lefthand side of palmrest pops up (clips broken) and the wifi cables not connected to the card .

So more photos emailed, back it went. 10 days later its back. New screen, new mobo, new webcam, new palmrest, new keyboard/control bezel, new sli cable, new BD/DVD drive. Most of screws are where they are meant to be. Only thing that isnt working is the Caps/Num/Scroll lights. Its not going back to have that sorted. It come looking like it had been wiped over with a wet dirty rag, which did make my heart sink as the screen looked worse than it left. However a good cleaning with a microfibre cloth it was fine.

Should this have to be repaired again it will not be going to Dell service people.

 

Did they swap the 7970s out or did you send it in with a different set of gpus?

 

I hear ya! This is striking especially in this market. Basically, "don't like your job/don't want to do it right? GTFO".

 

I never sent my 7970m's, I had to put everything back to stock before I sent the laptop to the service depot.

Hopefully dell comes back with some good news next week and either

1. replace all the damage parts (damn near everything... LCD+LCD cover + Keyboard + KB frame + Bottom Frame + Palmrest + bunch of screws)

2. Replace my system! (I don't care if I get something with the exact same specs... I just wan't to put this all behind me....) + Fire that village idiot who butchered my beautiful system.


..... I could be playing Darksiders 2... Instead I cant even stand looking at my laptop... Makes me sick.

 

well keep us posted..

 

Have you already reinstalled the 7970M cards? Curious if they sustained any damage or still work OK.

 

Haven't installed them yet... spoke to the techs and they were like "yea... don't install it because you may not have that laptop any longer... wait until we call you next week.

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Update - Dell/AW tech working on my case... Awaiting for more details.

- 8/27 Replacement approved...


Depending on how the week goes for me... I might re-install the 7970m's this weekend and see if they still work. Hopefully my gifted cards are still good.... Will keep everyone posted

 

Hope that all will work out for you man, I'm sure it will, although I know the pain. Like many of us, I've been in a quite similar situation before.

 

I'm sorry about the bad service you received deuceduzit, that does not happen all the time, but I'll make sure you get things straight.

Everyone, I just wanted to jump in and let you all know that I'm handling deuceduzit's case from the inside. We'll keep you guys posted.

 

This is why I believe Dell/AW has the best warranty service. Its extremely rare to find people that actually care these days and the AW team on this forum has totally met and exceeded my expectations on customer support. Thanks again Luis!!! You da man!!!

 

No problem Deuce! Thanks for the compliments We are just here to help!

 

That's awesome news! You're in good hands deuceduzit. :thumbsup: Rep+

 

I just fixed a short in my m18x R2's monitor. The thing that gets me angry is that Alienware tech support had me convinced that you couldn't open the monitor cover. They told me that it was sealed at the factory--an obvious attempt to get the to send it back. I don't understand why they lied. It was fairly easy to get into the case (I've been working with computers from the late 70s) so just sliding the connector back into place was really easy.