Alienware reps, why are you ignoring me?

I have two Alienware machines, both of which are exhibiting problems. I sent (several) messages to Alienware-L_Porras and Alienware-Wasserman, neither of which have responded to me, so I will post my problems publicly:

M18x R2 Issues:
My M18x has been exhibiting several issues as of late. The power supply has been going out under heavy gaming sessions. There is no extra FLEX VID being added, and my graphics cards are stock voltage, so I'm assuming the power supply is dying. My LCD has developed bright spots for some reason, on the right half of the screen only. Finally, my graphics cards have been blacking out under gaming sessions as well at stock voltage and stock frequency, so they may be dying too. System is under warranty.

Alienware 17 Issues:
I suspect the video cable is bad. It was giving 8 beeps/6 beeps before I sent it in, and Alienware didn't replace any parts (marked "other" on the report). Instead now, I get LCD flicker and disappearing webcam on occasion, so all the evidence points to a bad video/auxiliary cable. System is under warranty.

So, now that I have your attention, I hope one of the reps will get in touch with me. Thread will be bumped and kept in the public eye until the issues are (hopefully) resolved.

 

Just call support. Ive msgd them before with no answer called support and got it taken care off.​

 

I think their social media outreach program has changed in the past 6 or 8 months and they are not able (as in no longer authorized) to provide the same level of tech support as they used to. I am basing this on observations more than anything else. I agree with Brother @pathfindercod suggestion about making a phone call instead of using PM here in the forum.

 

Alienware-Wassermann helps Aw owners in Alienware Arena forum with their problems(With the new models) Surely more than enough with the new trash..

 

Wasserman used to be in contact with me and he helped me sort out the Alienware 17 before, but he hasn't been resourceful as of late for whatever reason.

 

Forgot the new Aw models? Plenty to do

 

Went ahead and called Alienware support, they are sending me the box. Supposedly they will be replacing my keyboard (for having a flaky A and N key), the LCD for white spots, and one of my 7970Ms that has been failing tests lately. I will resolve the Alienware 17 issues at another point. Hopefully all goes well.

 

Depot received my unit......and it is on "billable hold," whatever that means. System is under full warranty and in immaculate shape (aka....no physical damage) other than a deteriorating LCD and a failing 7970M.

 

Status update: released from "billable hold" now placed on "parts hold"

I seriously hope Dell stocked enough parts to honor extended warranties. Its strange to see dozens of BRAND NEW OEM M18x panels on eBay if Dell doesn't have a single one to replace. M18x may be out of parts alltogether.

 

Maybe they sold off their existing parts stock so they would not have any available to try to force people into downgrading to newer machines instead of repairing the better products. Perhaps that is why parts are so readily available on eBay. If they try to downgrade you to a new machine, tell them you can still get the parts if they cannot for some reason, and they can cut a check to reimburse you for the parts and labor to fix it yourself.

 

Can they actually do that? I would have absolutely no problem with that option, but I feel like there would be WAY too much red tape to do that.

 

I'm sure they can. Whether they would agree to do so is another matter. Even if they refuse, extending the option and refusing to accept a downgrade as a system exchange sends the type of message they need to hear. My systems are out of warranty and no longer eligible for extension, but if that were not so and they tried to downgrade me to a new machine as a system exchange I would refuse and "eat" the loss rather than turn loose of it. Sort of like the " they can have my gun when they pry my cold dead finger from the trigger" scenario.

 

I am keeping this thing or asking for the full refund or compensation to repair it myself. You couldn't give me an Alienware 18 or a god forbid, the new 13/15/17 series if you paid me. I was so absolutely put off by the Alienware 17's hot chip and locked BIOS, locked EVERYTHING let alone the BGA mess. I sure do hope they find parts somewhere, this is my favorite computer of all time.

 

Update. Still no laptop. They've had it released from hold since July 1 and still no advance today. Really, how long does it take to fix a laptop? I'm in and out in 30 minutes.

 

Speaking of spare parts, Dell has a Spare Parts division (or at least they used to). It runs like a separate company (think the back store room in a Radio Shack -- fully of who knows what -- not even the main employees know!) The last time I called (2010) I was looking for parts for a 6-7 year old Dell Latitude D400 and they were able to get them for me. The Website doesn't work, but the phone number does work (I believe).

 

Yes, I buy stuff from them frequently. If they have what you need it is usually priced anywhere from 25 to 75% lower for a brand new part compared to the ludicrous eBay prices for used stuff. This is true mostly for proprietary pieces such as chassis parts, motherboards, keyboards, ribbon cables, speakers, AlienFX parts, etc. The exception is the more generic items often purchased for upgrades, such as CPUs, GPUs, memory modules, HDD, SSD, ODD, etc. The prices on items such as these from Dell Spare Parts are generally absolutely insane. Going aftermarket new or buying second-hand on eBay in this case is the only good option. They are starting to run out of some critical components, such as motherboards, for older Alienware systems.

 

I am trying to source a second triple pipe heatsink, would I be able to get one? It is included with my service tag number but I want another one just in case I decide to build anohter M18x

 

I've purchased about a half dozen of them from Dell Spare Parts and they are really inexpensive (around $25). I am not sure if they have any left. If they are out of stock, check with PCHub.com on this. They seem to have good connections at the China factory. Even if they do not have it, they may be able to get it. Parts-People.com may also be able to get one for you if they don't have any in stock.

 

Is there a web link to follow? Or you have to phone order?

 

The other two resources are obviously online based on the names I mentioned. For Dell Spare Parts it's all by phone. Having the part number ready before you call is helpful. Just dial 1-800-ALIENWARE and at the proper voice prompt say "Spare Parts" and the call will be routed accordingly.

 

BUMP. No update yesterday, probably won't get another today. Is there a way to expidite this process? I'm laughing at the estimated return window. That was supposed to be on July 2. We are way beyond that.

 

Still no update today. Everytime I call asking about my laptop, I get put on hold indefinitely or magically disconnected. WHERE IS MY LAPTOP?????

 

And the final update tonight: Dell has no parts. They "ordered" parts, but they apparently do not exist. They will be sending my M18x unrepaired, so I blew $150 on a warranty that failed to take care of my computer. I can't wait to hear the specs on the "replacement" they intend to stick me with.

 

Ask for a refund. Does not matter what the specs are because their best is no longer anywhere close to being good enough.

A 17 R2 with 4980HQ, not enough drive space, two RAM slots and BGA suckiness, along with a free 27" Dell IPS display and a complimentary Titan GPU in the GA still wouldn't be good enough to replace your M18xR2.

The only way they can make things right is to give you your money back, or give you an Area 51 with 5960X and 980 SLI. They need to do the math on performance and original purchase price. The new notebooks have been weighed, measured and found wanting.

 

Hope you mean 980 SLI. Or even TITAN X SLI.

 

LOL, yeah. Let me fix that. Thanks. I have had "mobile" on the brain, almost exclusively, for about 8 years. That's probably going to have to change with how things are going now, but old habits die hard.

 

Don't they usually give you a replacement at much higher specs?

 

Dell has nothing to offer. Dellienware is in changing... They produce now garbage. None Aw18. Aw13, 15 and 17R2 is just like an Asus, MSI, Lenovo or Acer. All use BGA hardware and has been throttling kings. It does not matter anymore what brand you choose longer. All are almost equally useless if you want a performance gaming laptop. The only option as replacement for Aw18 is maybe an full-featured Alienware Area-51 R2 Gaming Desktop with tripple TitanX and X processor. This computer must of course be provided with the best that is obtainable from Dell.

 

I will get my laptop back tomorrow. I got no email about a replacement computer. The depot status says "repaired and shipped" but I don't see a list of parts they changed out.

 

Maybe you will get lucky and it really will come back totally fixed and ready to rock and roll with 680M SLI or 780M SLI. Even before these superior products were end of life, fixing them with better parts would have been a much better approach, and less expensive, than system exchanges.

 

Yeah right. Dell would never make such a move, because it makes sense.

 

Got my laptop back after 3 weeks. Absolutely no repairs done, and no mention of a replacement. I want a full refund on the extended warranty I want a full refund on the extended warranty I purchased, since Dell is incapable of honoring it. I tried the "let me buy the parts off eBay and reimburse me the cost" approach, but the logistics department isn't having any of it. I don't want to give this beast up.

 

That right there is why I don't feel any regret about getting rid of my M18xR2. I never thought there would be a day I would say that. Lol. I had an extended warranty on it until 10/17. What the heck was the point of having the extended warranty if I really wouldn't have been able to use it like I would have in the past?

 

And this is the outcome:
Alienware's marvelous replacement is a Alienware 17 with a touch panel, a 980M, a 4710HQ, a 128GB SSD + 1TB HDD, and 16GB ram in exchange for my 3920XM, dual 7970M, 1080P display, 256GB SSD, 16GB RAM, and blu ray drive. Are you f***cking kidding me? This is an INSULT. It doesn't add up to anywhere near the value of my rig.I rejected and asked for a M18x replacement, or a full refund.

 

Yeah, that's totally unacceptable, and definitely an insult to your intelligence. You'd have to be a moron to think that is OK. Just to think that an M18xR2 owner would want something with a slimy touch display is a punch in the gut all by itself. The fact that they didn't even offer to provide an eGPU with a GTX 980 and 4980HQ CPU demonstrates that they didn't even try to give you a fair shake.

What about an Alienware 18 with 4930MX, 780M SLI, or a refund? Or, like I said before, you source the parts and fix it and them cut you a check to cover the cost?

 

They definitely didn't go for the let me get the parts myself and cut me a check. I asked for a 18" replacement, or a refund otherwise.

 

No update today after making a request for the Alienware 18 last night.

 

Update. They sent me the option for an Alienware 18 refurb replacement:
4930MX, 8GB RAM, 1920x1080 TrueLife panel, 256GB SSD + 1TB HDD, GTX 780M SLI, BD-ROM, Broadcom 4352 wireless AC. The rig sounds fine minus the RAM. I'm asking if they can somehow up the RAM to 16GB. This was a much better offer than the previous one.

 

Yes, that's way better. If you're not into competitive overclocked benching, that's a really good compromise overall. Very nice machine.

Don't push the RAM too hard, simply because the stock 1600MHz memory is too ordinary to actually be impressive. You'll probably want to get 16GB or 32GB of G.SKILL Ripjaws, Kingston Impact or Corsair Vengeance DDR3L-2133 anyway. (Running faster than 1866 on the 18 requires some Thaiphoon Burner magic, or manual BIOS settings.)

 

Yeah, I was thinking about going with G.Skill 2133 32GB kit. I've used G.Skill in the past and they've been great. I'm not SUPER crazy about overclocking like you are. I just try to squeeze what I can on stock voltage (or even undervolt) and leave it at that. Not a huge fan of adding voltage.

 

You now have at least a processor that hate throttling(use Liquid ultra either you oc or not). A proper socket processor. Worse with the junk being sold now that start down clock when the processor see max 47W.

 

Hey all!

I'm currently handling multiple channels and have been a little tight on my time to visit the PM section of this forum. I'm trying my best to keep up with everything that is sent to me tehre but it's hard for a single person to be there and on the public forums. We also prefer to answer on the public forums because those answers can be seen by many and can help users with future issues that are similar to those discussed in the forum. We added that to our signatures a long time ago because of the same reasons.

That said, when I saw the message from the OP I asked Joe about it and he told me that he's been in contact with the OP. He actually mentioned the AW17 that was being offered and I said that it was unacceptable due to the many capabilities that the AW18/m18x has vs the AW17. He said he'd ask the Exchange team and apparently they offered the refurb AW18 after that.

@OP, my apologies for not responding to your direct message but I'm sure that one of us would've kicked in if it was on a public forum -m18x forum in your case- (it's more visible to us) or contacted us through Facebook/Twitter.

At the end, if we fail to respond in a timely manner you can always contact our tech support team through the phone as you did. I'd also like to say that the fact that we do not have parts for a system doesn't actually mean that we've failed to honor the warranty, because according to the warranty terms in that case we need to provide an equal or better performing system which is what we did at the end.

I'm truly sorry about the whole situation that you've had to go through, but at least it's getting to an end soon.

Luis.

 

Mispost.

 

No update. I sent an email saying I accept the 8GB AW18 config and to disregard my request to look for a 16GB model the same day I was offered the AW18, another message yesterday morning, another message yesterday evening, and no response since. I sent the original message 2 days ago. Such SLOW service. Exchange department didn't even leave a number. I called tech support and they said it was out of their hands and only the logistics department could handle the exchange, and that somebody would be phoning me to get in contact, which NEVER happened.

 

Update. Got off the phone with somebody reasonable enough to inquire into my case, and said they are "building" my Alienware 18, which I don't understand since it is supposedly a refurb. They also seemed highly annoyed at why I couldn't sit 3 days without any sort of confirmation email about the computer from their end. Needless to say, I just want what I'm owed, and will never deal with Dell again. Almost 4 weeks and counting without a functional computer, and they are annoyed with ME? Throw me a bone and give me a gift card or a backpack or something for this mess. Right..... buh bye Dell. Just get my Alienware 18 to me.

 

LOL, typical DELL RMA, always confusing the customer. The biggest thing anyone can say when dealing with DELL, is if you let them, they will take you for granted, otherwise, you will waste ALOT of time getting things sorted. If your patient, and fight hard, they're decent, and offer you more then what is just, I have found. But you really have to put the pressure on.

 

The Alienware 17 I had sent in is now also being given the same treatment. I don't know how a video cable problem translates to motherboard replacement, but they don't have those parts either so they want to do a system exchange. I don't know what specs they're going to come up with, but it is a challenge managing 2 rodeos.

 

Darn... what a shame. It seems like they want all of the superior machines out of circulation. Since equal or better is the deal, if they don't have a 17 R1, and a 17 R2 is clearly going to be a product downgrade maybe they will need to send you two Alienware 18. If they pitch a fit since the beast is dual GPU, tell them to ship it with one GPU.

 

Well, no update today guys. I emailed my case handler 9:00AM asking for an update (as the person over the phone last Friday suggested, in a rude fashion, that I should do), and what a surprise, no answer today. I will probably never get this mythical replacement, as I enter week 4 of no functional computer or replacement in sight. The worst part of it all is when I called, they were pretty offed at the number of emails I had sent and got pissy fairly quickly, citing that they were busy and have "work" to do. Last contact I had with my case handler was this past Tuesday. It will be a week tomorrow that I last heard ANYTHING from him.

 

Hey! What part of "we're busy" do you not understand, dude? They simply cannot be bothered with doing what they said they were going to do, so stop being so unreasonable.

I am only being sarcastic, of course. This is sad. Sorry to hear this is happening.