New M18x with issues... Horrible service.

Hello,

Please excuse the long read. I sent this email out just today... Perhaps one of you has enough insight to give me a tip on what to do. I'm completely desparate.

Mr. xxx,



I'm calling to provide feedback for my puchase of an Alienware laptop, but as a concerned customer I'm also hoping you may be able to help me with the issue I'm currently facing.



I've been a Dell customer for many years now. Every single modern computer I've owned has been a Dell. My previous puchase was an Inspiron 9300 which provided me with great service for 5 years. I have no complaints about that laptop system, or the customer service and care Dell provided me with over the years. It was a completely hassle free experience.



However, the experience I've had with this particular computer has been quite frankly, nothing short of a nightmare.



Please allow me to provide you with some relevant parameters:



Customer Number: xxx


Order Number: xxx



Service Tag: xxx



First of all, I would like to say that my experience with my Sales Rep was amazing. Mr. Kevin Lake has helpful, knowledgeable, friendly and willingly found solutions to every single issue which arised during the purchase. For better or worse, at that moment I assumed that all my future dealings with Alienware would be equally amazing. I'm sad to say that's not been the case.



When I first got the chance to sit down with my new laptop, I notice that there was a problem with the keyboard. The problem is that some three letter combinations do not work simultaneously. If you are a gamer, or know about gaming, you must realize that this is a HUGE issue, especially given the fact that I'm purchasing a high end laptop.



I thought it would be a simple fix. I called a Tech support representative and that's when my problems started. Please allow me to list the events that have taken place since then:





1. The first tech support representative I spoke two got disconnected after I carefully explained the issue, and never called me back, even though he had asked for my phone number.



2. The second tech support representative had an almost 2 hour (1 hr 55min to be exact) troubleshooting session with me, even operated my system remotely, tried different fixes, flashed a bios update, updated my keyboard drivers, had me download diagnostic apps, and eventually diagnosed a problem with my keyboard.



3. Since I live in Puerto Rico, he had me communicate to a Tech rep from Dell Latin America, who apparently wanted to do another round of troubleshooting. When I explained that the problem had already been diagnosed, the rep got a little bit of an attitude and when the US tech rep stepped in, they had a bit of an argument, which I settled by agreeing to yet another round of troubleshooting.



4. The Latin American tech rep agrees to dispatch a tech service agent with a new part. Dispatch number: xxx



5. Thursday September 8, I get a call saying that the dispatched agent would be at my house the next day. I take the day off from work (losing money in the process) and wait for the dispatched agent. He never shows up, and doesn't call.



6. I call on Friday, September 9, to find out what had happened to the disactched agent and I was told that there is no information on him, and to wait until the next week.



7. Tuesday, September 12, at approximately 3:00 PM while at my office, I get a call from an agent saying he's almost at my front door. No one had coordinated the repair visit, so I had to leave the office abruptly (risking reprimands from my superiors) and rush home to meet him.



8. The same day, the rep explains that he's never performed repairs on an Alienware Mx-18 and that he had to figure out how to access the keyboard for relacement. He subsequently breaks a piece of the upper frame of my brand new laptop while figuring out how to repair it.



9. I turn on my computer with the replaced keyboard, and find out that the issue still exists.



10. The dispatched service agent calls Dell tech support, explains that the issue has not been solved by the replacement and explains that he accidentally broke a piece of my laptop during the repair process. The tech rep has me do yet another round of troubleshooting. He has me wait until he finds another MX-18 to confirm that its not a problem with the model itself.



11. He tells me it might be the Motherboard and that I'd need to have a new one shipped in, replaced, and that my laptop had to be reformatted and the OS reisnstalled in the process.



12. Today, September 14, 2011, I attempt to call a Customer Care service and attempt to explain my situation and express my dissatisfaction with the process. I keep getting told I have two options: either to agree to the motherboard replacement, or to return the system and re-purchase a new one.



13. I finally agree to speak with the returns department. The call gets disconnected and she never calls me back, even though she too had asked for my phone number.





That's when I finally decided to write this e-mail. I'm at my wit's end and completely dumbfounded by the fact that its cost me so much effort, time and money to have this issue taken care of. This is even more bewildering considering I paid $4,500.00 for a high end system (you would expect much better service, to say the least. As unbeleivable as it is, every single part of this story should be verifiable, since as I understand it, all of these events have been documented.



I'm not sure if you're the right person to talk to regarding this issue, but I hope that you can at least forward this message to the right person. This is the system of my dreams, and the situation of my nightmares.



I don't wish to get anyone in trouble, and I wish to get nothing for free. I do expect Dell/Alienware to deal with this issue promptly and to my benefit, and allow to to have the system that I paid so much of my hard earned money for.



I hope to hear back from you soon, and please excuse the long read.



Samuel

Any ideas? i don't want to return my dream laptop, but I dont want to get stuck with a lemon either...

 

WoW!!! Nice read....and well written. All I can say is keep at it. I have/am going through the same thing as you. I'd call them every day until they resolve this matter. +rep!! for hanging in there.

 

all i have to say is well written. +rep as well for persistence. keep trying my friend, you will get there (with an awesome system, and super happy)

btw, again as you may already know, dells service is actually really good. its only once in a while that you get that retarded rep or tech.

 

Sorry for double posts

 

Wow, what a tearful letter. I would love you if this was a love letter jk
As far as I know, there're somebody on this forum who have been in the same situation as yours. What they did was to send an email to the address [email protected] or [email protected], eventually their problems were solved the way they're supposed to be.
Hope this could help.

 

I had a very similar situation. Sata Port 1 was dead/going. Tech came out replaced motherboard. Scratched the LCD, broke the keyboard lighting, and scratched the front of the case.

Called dell explained what happened and that I didn't want another tech at my house ever. Rep said no problem and gave me a dispatch number etc. Got a return to depot box two days later, sent it off the next day. 5 days later I got a perfectly working laptop back. 7 days total is fantastic service for a depot, usually they take their sweet time.

This might be an option for you, the depot also includes a semi-detailed sheet on what was actually done (unlike the original tech that tried and broke other things) which is a good thing to have for records.

 

Umm could you be a bit more specific as to which three key combinations are giving you problems and in which situations?

 

Flo yes I would say the same as many here, I had some issues with mine and contacted completely idiotic techs until I finally got through to someone who had a clue ... once they took my case, (actually come to think of it I had to ask for a front line customer service rep's superior) .... once they took my case it was smooth sailing. got my system replaced with a nice free upgrade for my trouble and I couldn't be happier with my system.

 

Anyone else have this problem? Does this mean that you can't (for example) 'run' and 'jump' in a shooter?
Usually a 3 key job. Or is it only certain triple key combos that don't work?

 

First of all thanks for all your kind words regarding the quality of the e-mail... There's some horrible grammar mistakes (mistaking 'to' for 'two' would've gotten me burned at the stake on most other forums) so I appreciate you looking past them.

To clarify for those who wanted to know, a more specific description of the problem is that some 3-key combinations on the left side of the keyboard will simply not register simultaneously. Most of these combinations inlcudes the all important 'W,A,S,D' keys which (forgive me for stating the obvious, as I'm sure most of us MX-18 owners are gamers) are essential for most types of gaming.

Yes eoinmfoley, that unfortunately means that in a shooter,if I press 'S', 'D', and 'space' at once to overcome an obstacle behind me while strafing to the right, nothing will happen... but even more annoyingly, while playing a game like Global Agenda, in which you have to keep 'space' pressed in order keep your jetpack on, that means there's a couple of directions i need to avoid if I dont want to plummet in to a lava pit or infinite abyss below.

I do however want to update you guys with a bit of news which I'm understandibly taking with a grain of salt. Mr. xxx promptly responded to my e-mail and called me the next day with some seemingly good news. Apparently he will make my laptop replacement happen.

The catch is that the system will have to once againbe sent to my US address to be shipped to Puerto Rico at my expense. This will cost me an additional $100 bucks.

On the upside, as I understood it, I get to keep my current MX-18 while I wait for the other one to arrive.

I'll keep you posted on how all of this turns out. No word yet on the possibilty of a free upgrade though, Shaden

Here's the specs on the system i now own:

i7 2820QM 2.3GHz (3.4GHz w/Turbo Boost, 8MB Cache):
8GB Dual Channel DDR3 at 1333MHz
1TB RAID 0 (2x 500GB) 7200RPM Solid State Hybrid
Dual 2GB GDDR5 NVIDIA® GeForce® GTX 580M – SLI
Slot-Loading Dual Layer Blu-ray Reader (BR-ROM, DVD+-RW, CD-RW)
Killer™ Wireless-N 1103 a/g/n 3x3 MIMO
Bluetooth 3.0

Thanks again for you supportive replies. Hope to have my new system soon!

 

Sam great to hear that your issue is moving forward in a positive direction ... also little grammar mistakes, and other forums, thats the best thing about this place, everyone is really here to help ... its part of the reason I got my system actually.

As far as upgrades.... you might have to push for this. You will need to explain the extra cost that you are having to deal with and stress how horrible of a situation it has been all around. I even did things like explain how much of my time it was going to take loading system A ... then dumping System A and reloading everyone onto system B.

You might for instance be able to get the 2860 Processor (if they are already avail) or ... soemthing else. Your system is pretty pimped out already. Maybe a free orion backpack or something...

Wishing you luck, but I am sure either way once you get your final, and propoerly functioning system, you will love it.

 

Sam,

Great to hear that you will be having a new laptop sent out to you. You're lucky to only have to pay $100 for customs, some countries gouge you much more.

Let us know how your new laptop is!

 

It's actually USPS, I just pay a little more to insure the package.

Shaden, I'll give the subtle push for an upgrade a shot... You've inspired me.

A processor upgrade would be quite alright...

 

I know HP5103 had a similar problem with the keys. And a dude from finland had to argue just as much as you did for over a year. It was not the laptop, but the BIOS in all the laptops then.

 

Hey Guys! I am very new here, Infact i just made this account due to this Threat. I currently have on order an Alienware mx18 and i'm wondering if it is indeed worth the 4300$ i have just spent on it, It is not to late to cancel the order. Would you guys be able to tell me any known problems you have seen or had heard of , Or anything interesting i should know about it . I would be so thankful. Cheers

 

Forum always brings the squeaky wheels. More often than not, people that search M18X forum have some sort of issue, while others are just enthusiasts. I was worried mine would have all sorts of issues from reading the forum a few weeks before receiving mine, but am happy to report the system's been awesome so far.

 

Probably best to start a new thread to ask your specific questions IMHO. That said, I've had mine for a few months (almost right after launch) and I LOOOOVE it. The only thing I can complain about is the fact that it's already "obsolete" because the newer AMD and Nvidia cards were released. That's not a system issue...that just how this technology dance goes, isn't it?.

OP: For what it's worth, I'm having a similar support experience, except it's with Dell's global enterprise support group. My M6500 has this mysterious random black screen thing it does. They've replaced the mobo (twice), GPU, and I've sent it into their depot. I know in my heart of hearts that it's a driver conflict with the Nvidia driver and SOMETHING, but I can't narrow it down further than that, and Dell's support doesn't seem to want to help. They just keep throwing hardware at it and hoping for the best. They're sending me a replacement eventually, but lord knows if THAT one will have the same issue.

 

UPDATE:

I was sent the WRONG SYSTEM.

The replacement system has a 6900 Radeon installed.

I'm on the brink of giving up on Alienware.

There goes another $100

 

maybe it's a 6990M?

 

I don't know, I'm unfamiliar with Radeons, I had a hard time even finding the hardware models. All I know is they're definitely not Dual GTX 580M's.

I sense an EON 17 calling me, and I'm feeling compelled to listen.

 

hummm.well at least load your game up and see if ii does the same thing.

 

Actually, the issue which prompted me to exchange the system has been solved. Keyboard input works just like it should... I just have an inferior system now.

 

i was under the impression that they sent you another system first?

 

Yes sir, i currently have both systems in my home while they figure out how to go about with this.

However, I might've been too hasty in declaring the keyboard issue solved.

The replacement system actually does suffer from the input problems of the first one.

Can you guys confirm that this is not a model-specific issue? If you press "s", "d" and "space" simultaneously, will all keys register at once?

 

Very well written and explained.
What can you expect? Join the club. People expect high quality parts and quality control but they get below average service and usually have a problem or multiple within the first year of purchase.

I will never go back to Alienware and honestly, I was joyous at the time of getting my machine but I was more joyous when I sold it.

 

I think I'm folding... Origins any good?

 

Anyone care to comment on your MX18's ability to input three keys simultaneously?

If you press "s" and "d" and keep them pressed, will space bar register at all?

 

I got all excited thinking it worked! And forgot I was on an external keyboard lol.

Holding those keys the jump/spacebar does not work, as expected.

 

I just tried what you asked. Yes it does register the space bar if "s" and "d" are kept pressed.

 

Seriously? That's Amazing news!!!

Now if I could just convince Alienware to test the lappy before sending it....

 

Are you on an external keyboard?

Both in a game and in notepad it the spacebar does NOT register for me when holding the other 2 keys down when on the internal m18x keyboard.

 

Good question...

Just out of curiosity, you guys don't find that extremely annoying???

 

It sucks don't get me wrong.

Most of the time I will be docked with external keyboard and mouse and monitors so no issue there. This weekend I was out of town so I used just the m18x itself and had no issues when playing. Luckily moving backwards and right, and jumping is not something I would normally every do.

That being said, why not make sure the three key combo that didn't work was something really unusual, why have those specific keys that someone might happen to use when gaming?

 

Ok, I finally got Alienware to admit its an issue common to all M18X.

I've got $9,000 worth of hardware on my bedroom and no idea what will happen to any of it.

Mr. xx referred me "up the ladder" and said I would get a call from one of his superiors

The plot thickens...

 

UPDATE:

Ok, so after the second system ships, with the WRONG VID CARDS, here's how the story has unfolded.

While waiting for the third system to arrive, one of the hard disks on the second system dies...

The thing wouldn't even boot up half the time.

Several blue screens of death later, the third laptop arrives... WITH THE WRONG HARD DRIVES INSTALLED.

Here's my latest love letter to dell:

"Mr. XXXX,



Words can't express how utterly frustrated I am right now. It seems I spoke too soon about my laptop being configured EXACTLY as it should be.



Something told me to check the part number for the Hard Drives, as I've been noticing inferior performance to the previously shipped systems.



I've attached pictures of what I found.



To summarize, this last rig shipped with hard drives that have the part number:



ST9500423AS



What I ordered, and what I should've gotten is:



ST95005620AS

The difference is HUGE. Basically, i did not get the Hybrid drives I ordered.



In disbelief, I went over to dell.com support to check perform a system analysis of the laptop. To my dismay, it seems my Service Tag number is not even registered...



I hope you can appreciate the gravity of the situation.



I expect to hear from you very soon.







A very dissapointed customer,



Sam"



I'll keep you posted on what comes of all this.

This is seriously insane...

 

WoW!! That's lame. I don't even know where to start. I doubt anyone can give you any advice. By now I bet you know all the ends & outs.

 

Please, pardon for repeating the same singsong: " if Dell had implemented a SISTEMIC QUALITY MANAGEMENT (with regulations, controls, testings, etc. in all the phases and processes) NONE OF THIS would happen and DELL and the consumers would had save a lot of no-nonsense problems and many costs..."

hope that those responsible will read with open mind and invest it in what it's so needed...

"The mind is like a parachute. It doesn't work unless it's open" A. Einstein.

 

Wow that sucks! Ive been in the same boat with a doggy tech and Im waiting for my replacement and was somewhat relief. But having read this Im back to being anxious&worry

 

Still, I do believe that Dell/AW will come to their senses, open their minds and solve the related issues... to finally start providing the machines they had advertized... it's their business which is at stake! They should be anxious&worry...

 

Screw this... after sleeping on it, I've decided to fold.

I'm going to avoid further headaches and wasted time by returning the laptop and asking for my money back.

Hope you guys have better luck with AW.

This is just unexcusable, and after all this it would be foolish to think it will improve anytime soon.

It's been painful.

See you on the Origin forums.

 

WOW i hope they get this all figured out before the M18XR2 is released!!!!

 

Sorry to hear your story but just wanted to say that it takes up to 3 weeks for the right info to show on their website( service tag, specs etc.), had the same issue myself.

 

Service tag, laptop config etc were accessible on the dell support website within a few days of delivery in my case.

 

I ordered an m18x from them as well and when I received it, I also found a few problems with it, I had also been a long time customer. They pulled that troubleshooting stunt with me and all kinds of delays and also suggested I replace it and purchase a new one, but returning the first system was such a hassle as I had to keep riniging them for 5 full days, and the second system, the replacement never arrived. I was now charged for two systems because alienware said that the credit would post after 30 days from the day they receive the system. I did get an attitude from a few customer reps, I was also lied to about a system discount which I never got, all in writing ofcourse. What else can I say? if you got a good system without problems then you are one of the lucky ones. My experience was horrible in every sense of the word purchasing the m18x, as much as I like the specs and the look of the M18x i won't be going for another round with Dell/Alienware reps thats for sure, and they have lost me as a customer.

 

That makes two of us, bro. Finalized the deed today.

Can you beleive they tried arguing that the installed drives were actually hybrids?? Something about part numbers changing when bios updates...

It's almost crazy that they would bet a man who spends $4,500.00 on a laptop would buy into this type of nonsense.

Talk about the straw that broke the camel's back...

 

This is the kind of thread a dell rep should be linked to, so they can pass it along to their management. I can't believe some of the things you guys have gone through.

 

Think so too.
Please PM Mr. Fox ( http://forum.notebookreview.com/member.php?u=213711) and Dell_Bill ( http://forum.notebookreview.com/member.php?u=148622)... and invite them. I think that they are very busy indeed but I think they may find particular interest in passing it along as it's propossed.

 

I made an account here after reading this. At the moment I'm going through something similar. Dell sent me my first m18x (over 6000 $ after tax) shortly after xmass. My first issue was the wireless card would not make a connection and after 4, 2-4 hour sessions of trouble shooting with dell techs, I finally found the issue. They sent the laptop without any wires connecting to the wireless card. After around 10 or so more 1-3 hour sessions with techs, I finally get a hold of a supervisor who agrees to replace the system with a brand new system. May i remind you i ordered an m18x well over 6000$ and received it shortly after xmass. Fast forward to late January. My brand new replacement system finally arrives but I'm not able to really sit with it due to vacation with my family. So around 5 days later I finally get around to testing the system and start up Dead Island, freshly downloaded from steam. I instantly notice the flickering lights on the screen, like a bad pixel depth type thing. I then proceed to re installing the drivers. I thought maybe dell botched the driver installation. So I finish installing after the proper driver sweep ect ect and this time I try to play Crysis 2. No flickering pixels ( my heart literally skipped a beat i was so happy) But i start playing through the game and noticed the low fps ( Doh, i forgot to enable SLI after installing the new drivers). SO I enable SLI, and start up Crysis 2 again. Of course, the flickering screen came running back the first chance it got =(((. So i downloaded gpuz and find out the fans are not showing up. I take a look inside and there's no wire connecting them !!!! I couldn't believe they messed up twice in a row on the wiring. So i call dell back and have to sit through the 5 days of trouble shooting and call backs. Finaly they tell me that they are out of stock for replacement gtx 580m's and will not be able to send them out to me.Then they told me its past the 21 days to get my system replaced or refunded so they are deeply sorry and there's nothing they can do. I am now still currently dealing with this situation and have no idea what to do !!! so i FEEL YOU OP!

Edit: For got to mention, they did send out a dell tech who ended up walking out without properly putting my system back together because he kept getting pushed through to different departments on the phone, while checking what to do next. He muttered some profanity, slammed his phone shut and walked out..... granted this was after spending 3 hours in my apartment trying to get dell to tell him what to do next.

 

What? you gotta be kidding, do you live in the us?. do you have the warranty and service?.
cos i got 2 replacement with not problem, make sure you don't be a mean man when call the tech support.

 

Maybe Im missing something here, but wouldnt a real easy solution just be to swap out the components from your original M18x into the new M18x that has the wrong video cards installed, along with anything else that they might have shipped out erronously, like the HDs, slot drive etc etc?

And for the record, I definetly would not call the 6990m's as being inferior to the 580m's, you'd be hard pressed to find and real world differences Id think for most games and apps.