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    WOW!!! Thumbs up to Andrew P at AW Tech Support...and their supply chain.

    Discussion in 'Alienware 18 and M18x' started by Perfect Stranger, Aug 14, 2013.

  1. Perfect Stranger

    Perfect Stranger Notebook Consultant

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    I have been having issues with my M18 not powering up on battery power. I spoke to Andrew P at AW Tech support yesterday (Tuesday) afternoon at about 4:45pm.... (after the prerequisite button pushing and elevator music)....the gentleman was polite, courteous, and quick to understand the issue. He listened to the steps that I had taken to try and isolate/resolve the issue, asked if I had updated to the latest bios (yes), then excused himself while he consulted with engineering ( I think). When he returned, he had a confirmation number and indicated that a new battery, AC adapter, and power cord were being shipped out. He suggested that the parts should arrive Thursday..

    We were off the phone at 5:15 pm. At 12:30 pm today (Wednesday) , Jim (driver) with his big, shiny white Purolator truck was in my driveway placing the parts into my hands! (19.25 hrs) Not even 24 hours later!! :D
     
    Perfect Stranger, Aug 14, 2013
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  2. ratchet916

    ratchet916 Notebook Consultant

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    Wow, that really good customer service. It's always nice to get treated like that.
     
    ratchet916, Aug 14, 2013
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  3. joecait

    joecait Notebook Deity

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    So is your issue now resolved with these new items?
     
    joecait, Aug 14, 2013
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  4. Perfect Stranger

    Perfect Stranger Notebook Consultant

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    Not sure yet, I'll give it a few days before passing judgement. I had originally thought that the issue was resolved after doing the battery disconnect/power switch thingy...but after the laptop had sat awhile (30 minutes or more) with the AC disconnected....it wouldn't power up on battery.
     
    Perfect Stranger, Aug 14, 2013
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  5. Alienware-L_Porras

    Alienware-L_Porras Company Representative

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    WOW! That's truly a great customer service indeed. Thanks for the comments! I'll make sure Andrew P. gets appreciation for his effort.
     
    Alienware-L_Porras, Aug 16, 2013
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  6. Mutumba

    Mutumba Notebook Enthusiast

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    Gooda Joba Andrew P, but wouldn't it be nice if we had the same excellent service globally. :(
     
    Mutumba, Aug 16, 2013
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