So much problem i am so angry... this laptop m18x-r2 just never worked for more then a month.

Hello,

i baught a laptop a m18x-r2

Code:

No du bon de commande: 	2956185 

Date de commande: 	06/19/2012 

 Numéro de client: 	6148555 

Votre représentant commercial: 	Tarik Ennasr

Since then, i ad my 2 videocard ( 7970m ) replaced 3 time for both, and with xfire cable, motherboard replaced 1 time , screen replaced 1 time ,MANY MANY MANY MANY MANY MANY MANY MANY hours trouble shooting calling alienware, reinstalling windows and all my apps and game so much time ....the laptop is all crooked now on the right side because it as been opened so many times.

now it burned 2x SSD vector 256GB. (not without corrupting windows install 5 or 6 times ) now 1 day no disk boot detected.... removed 2 ssd , tested them in different system . they are dead RMA to ocz. now i put my old vertex3 LP and this morning again . after a reboot , windows get corrupted and can't complete boot...

NOW if i call , guess what ... sir please restore your system with your dual layer restore disk you made........ i know and the loop again ...

I AM TO BELIEVE THAT I MUST REINSTALL WINDOWS EVERY WEEK AND START ANEW ?

i need an alienware REP for canada take care of my case . i am using this laptop for work everyday and for gaming every night ... i paid $3,596.42 CAN . i spend at least 40 hours troubleshooting it. and i charge 75$ per hours to my customer ... at my job. = 3000$ of my time wasted.

i am pulling my hair out. i need help. i am not rich im still paying the bank 1500$ for the latop.. i wish i could just trow it in the garbage ....

HELP!

 

Sorry about the inconveniences, please send us an e-mail to [email protected] and we'll review the case and help as much as we can.

 

Email sent, its a copy paste from my post here.

 

Got it! thanks. We'll work on it ASAP.

 

indeed, communication by email as started with you, thank you.

 

Very sorry to hear you've had so many problems with your notebook. Now you're in good hands. They will take care of you.

 

Yeah, let's hope you get sorted out. Keep us posted!

 

last reply from Dell, was on the 9/17/2013 1:23 PM by Alienware-L_Porras, saying : I’ll escalate the case now. Will get back to you as soon as I have any updates.,


no news after this, laptop is sitting there , not working, .... i received the SSD back from OCZ for the RMA... so now i just need this deal with.

 

Just asked my team for an update on this issue, I'll get back to you via e-mail once I have their answer.

 

thank you sir.

 

Just a quick update to the community. A system replacement has been approved and will be processed soon for this issue. We will post back here once everything is done. Our team is already on top of the issue. Thanks to Sy5tem for his patience and for letting us work on the case.

 

received a call today, telling me that i will have a system replacement. still waiting on details , i will fully log it here , this is a bit of sun for me... maybe this will have an happy ending!

thank you

 

That is indeed a ray of sun shining through the dark skies! - well done to you and well done to Brother Porras for the assist. I hope that the replacement spec. meets with your approval and I look forward to hearing all about it....

 

Well last communication was on the 20th September 2013, 05:16pm .

no email , no more call since then.

just updating my case here.

 

Hang in there.......time and process never move so slooooowwww as when you are waiting for an AW......has something to do with finding the proper parentage to spawn your new beast....then there is the distances....can't go faster than the speed of light....upset the baby you know.....

 

Have you had an update from your AW/Dell consultant?.....Curious to know how you are making out....

 

I have yet to receive any OFFICIAL documents relating to my case. this is really strange. in this world when you have something in writing it make it much more true than just a phone call.... i am starting to think that phone call was just to calm me down.

its been 10 days now.

 

Give the AW/Dell rep a call and see if an order number has been generated.....sometimes it takes a couple of days to work thru the system.....if no joy.....PM Brother Luis and see if he can help, ...but try your rep first....best of luck.....

 

who is my rep?... the guy who sold me this disappeared.... so when i call i get the first step customer service ....i should ask them?

 

i seem's to have a case number for an exchange.... so all good it seem;s ty

 

Good deal......yep, the customer service resident experts (sales guys...not so much) are the ones to query about your order. Now that you have a number, you can refresh the order status page to your heart's content.....I think the record is 18,263 (in a day) times before the refresh button broke . Save yourself some grief and write down your order number and customer number and the customer service number somewhere handy.....that way if you get the heebee geebees you can call and get a fix!!!

Bonne chance!

 

^^^THIS is truth! I can't even tell you how many damn times a day I refreshed that stupid order status screen while my R2 was being built. Looking back at it now, I think that was actually half of the fun, freaking out about it not being in my hot little hands yet

 

Have you been given an estimated delivery date?

 

I had the same experience when going thru my replacement exercise......hearing that someone else had the same thing happen, well....starting to sound pretty funny......typical sales guy....take the money and run.....

 

the rep on the phone gave me a case number i think... and he said that i will probably get a new alienware 18... make me sad that i will lose the esata and 3 hd + pc express option ..... but as long as they ship me a working unit ... anyways, they have not sent me a quote yet. this mean they have not found a replacement for me i guess...

before they send me a replacement i hope they ask me if i am ok with the specs. i don't want to end up with lesser videocard or cpu ...

 

It's normally 3-4 weeks depending on how fast the production goes. I've been checking on the case since the beginning. It's in production and it's being taken care of by the Resolution Experts from Canada. We will have the specs soon and will be able to provide it to you before we ship it out. We won't do downgrades, it's a policy that can't be broken. Same or better only. Hope that clears most of your questions

 

Hmmmm. I can attest to the opposite experience, Bro - as you know......I don't wanna re-open my "can of worms" but my replacement spec. that was offered to me was a complete and utter farce.

Had: 2960xm - offered 3630qm.
Had: Dual 6990m's - offered a single 675m
Had: Killer Wifi - offered stock Wifi card
Had: 2 and a half yr warranty left - offered machine with 2 yrs.

Not exactly like for like or better, but then again, I am in Dell EMEA territory.....seems like we all get treated differently instead of on the same level playing field.

As you can tell, I'm still pretty miffed about it all......

 

Dawn brother Steve. After an experience like that... I don't think I'd go alienware again.

Maybe a razer 14 and a desktop rig?
Sent from my SPH-L900 using Tapatalk 2

 

Yeah, it has left a somewhat "bitter" after taste in my mouth, I can tell you - but I do love Alienware products, just my support experience was a bit of a joke...however, there may be a ray of light at the end of my tunnel....won't go into things here, just in case it pans out to be another let down.

 

thank you, yes it does.

ouch that IS scary ...


above all . the wait is what kills me now..... im stuck with a machine i build on the fly with spares parts .... celeron g2020 with gtx570 .... slooooooooooooooooooooooooooww!!!

 

Hello,

Now i just received an email from purolator , saying that a return label as been created , FROM: ME , Ship To: GENCO
Dell Canada, Inc
6685 KENNEDY


MISSISSAUGA
ON, L5T3A5
CA


i find it weird that purolator send me that return label, but i have yet to receive news from alienware ... i have not seen any quote, i don't understand what is going on! can i have some light ?

will alienware just ship me a laptop and i will have to accept it ? must i return my laptop first? this is scary.


thank you

 

Update.

there was a replacement on the way. but mistake had been made, they thought i had only one 7970m. so they where shipping me dual 770m ...
and they got the cpu wrong. (i had 3820qm 2.7/3.7 , 8mb cache with VT-x VT-d and they where about to ship a i4700MQ 6mb cache 2.4/3.4 without VT-D)

Alienware-L_Porras was quick to respond to my email inquiry . and said he will take care of the case now.

i will post news and update here soon.

 

Update:

they changed CPU to i7-4900mq which is identical to my 3820qm in specs , only 100mhz faster ... that is good and i am happy, but they still have the dual GTX770M which are slower then my original 7970M .... by over 2000 points in 3dmark ... which is a lot.

MR. Porras is sending me update and seems to be actively on my case . which make me feel taken care of.

i still find this a long fight ... just which they could have sent me exact same laptop and be done with it

 

We wouldn't be able to send the same lappy because we are no longer building them. We would then need to upgrade to the following model which is how we handled it

 

Understood. i am just trying to point out that i am not trying to take advantage of this system by getting free upgrades.

and again thank you Mr. Porras for you continuous presence and communication you sir are a shining part of alienware.

 

Thanks for the comments We are always here to help, and it's good to know that our customers appreciate what we do for them :thumbsup:

 

Hello,

Mr. Porras, do you have a new order number for me... i am not sure you are getting my email anymore ...

thank you

 

Yup, just got the new order number. It's on your e-mail.

It has the correct CPU and GPU. Hopefully it'll be build quickly.

 

yes got it thank you.

this order is finally very satisfying . thank you.

Code:

Alienware 18 BTX Base Mod

Overclocked 4th Gen Intel Core i7-4900MQ

16GB Dual Channel DDR3L at 1600MHz

18.4 inch WLED FHD 1080p 1920 X 1080

750GB 7200RPM SATA 3Gb/s + 64GB mSATA SSD Caching

BD ROM DVDRW

Dual NVIDIA GeForce GTX 780M

Broadcom 4352 802.11 ac 2x2 and Bluetooth

now i will ship my old m18x-r2 with the previous email that had a shipping label ?

 

You don't need to send it back until you get the new one.

 

good to know.


thank you.

 

Man, we are so blessed to have Brother Porras in our community. Luis, thank you so much for all you do for us, all the time. You're awesome.

 

I'll second that - it's always good to see Luis helping out wherever and whenever he can. Great support. :thumbsup:

 

Thanks Mr. Fox and steviejones133

I appreciate those comments, I try my best everyday to help everyone with their issues. It's great to see that my work is appreciated!

Thanks to you both because I've learned many things from you and because you have given me and my team all the support we need to help out on this community. :thumbsup:

 

Alright,


Today was the day!

received new laptop.... removed HD , installed my 2x vector ssd , installed windows 8.1 used drivers from DVD and web sites (mix ) seem's to be alright ... good news i can now use onboard intel gma4600 with the laptop lcd + 2 external monitor! (i could not do this with my m18x-r2 )

also my original carrying bag that i bought at alienware for my m18x ... well the new aw18 doesn't really fit

this new laptop look more professional , less gamers? i don't doesn't look bad ... anyways i just in time to play bf4!

i just sent back my old m18x-r2 ...... hope for the best with this new aw18 ...

thank you Mr. Porras. for your nice work!

 

Glad you finally got fixed up - congrats and enjoy!

 

ty

.. now need to find part number for the hard drive tray replacement for dvd. so i can install 1 hard drive for storage....

 

See the complete parts list in the Alienware 18 Owner's Lounge, post #4. I think these are the parts you need. Mr. Porras can probably confirm that for you.

RJF2Y 2ND HDD Bracket for ODD bay
R64M2 2ND HDD FPC cable for ODD bay

 

Great news, glad they finally took care of you. Nice to see a Dell rep that cared and looked into your situation, bravo!

 

Hello,

WELL. Again! Surprise!!!


The laptop monitor just went black this morning. I was working on my servers remotely . and screen just went black. Tried unplugging battery and cmos battery. Tried integrated card.

I can see monitor backlight windows also sees the monitor but it stay black!



I am at a loss….. I wish I ad never bought an alienware.....