VERY Dissapointed...Avoid this system

I've been having tons of issues with this r2 m11x..

At first the keyboard was touching the screen and the gap was uneven on both sides so I called dell and they sent a tech to replace the screen. Also, the power button was off-center and only half of it was lighted.

The tech brought a black screen when mine is silver, but replaced the button which was off center. However the left led for the button was found to be dead...

The next day, a second tech came with a silver screen, but forgot to bring replacement board to replace mine which has a dead led.

This tech seemed not to know what he was doing and ended up BREAKING the keyboard...The way he was trying to force it all part showed he didn't know hot to handle laptops...

To make things worse, the new screen is actually WORSE...

There are faint vertical lines, it makes CRACKING noises, and still fails the paper test, not to mention it is even more misaligned...

Now I have a messed up screen, broken keyboard, dead LED.....

Dell claims another tech tried to contact me but I had no missed call, so the new tech surely lied bout trying to contact me.

Now dell says a tech will show up tomorrow with another screen, led panel and keyboard...

What I'm saying is:
It's a nice laptop if you don't have issues..
If you do have issues, its a tech support nightmare..

EDIT:

Ok, maybe I overreacted...It's not that bad.
Atleast they are able to send a tech to my house within a day or 2...
Other than these issues, it's a great machine..

I have feeling the revision 3 will be awesome. Imagine a better screen, no hinge issues, gt445m...maybe even new processor (honestly though, i7 640UM is already an overkill)

 

In another thread, a tech mentioned to the person that after three repairs, Dell/Alienware can replace the entire system, so you may want to try that at this point. Of course, it will take longer to get a whole new one than have it fixed. Another option is simply to return it if you're still within 21 days from its delivery.

Since pretty much every screen touches the keyboard, it was perhaps a mistake to call Dell for a replacement only for that reason. Unfortunately, the "lcd panel lottery", as it's been dubbed, is nicer to some than others. Of course you couldn't know in advanced the techs would be so horrible.

On that note, how the heck did s/he manage to break the keyboard? It's quite flexible and requires no effort to put it in place, so I can't imagine the idiocy that it took to do that :/

 

And if this doesn't solve your problem ask them to send you a new one or take it back. Then take your money elsewhere.

I'm happy with mine.

 

Sometimes you just get dealt a bad hand. I hope they'll just send you a new one.

 

With my m15x upon buying it 2 or 3 years ago, it was too a nightmare with Tech. It's a dell thing.

Just request a new system at this point, because it's crap to keep dealing with it.

 

2nd - the idea to get new system... Put the hammer down!

 

Yeah, I don't think the paper test isn't going to be fixed by replacement parts. If there's any variance I would think it would be in the interior and that would probably only be addressed by a replacement of the full unit.

Personally I don't think failing the paper test is much to worry about, but that's just me. I'm protecting my screen.

 

Paper test... give yourself a break and be happy if the unit does what it's supposed to do.

Having a bad experience with a field tech doesn't make M11x a horrible unit. My expectation from a field tech contractor who makes 15 bucks an hour isn't unfaily high. Just keep asking for repairs, and see where it leads you.

 

I don't think one's expectation is unfairly high to expect them to fix it without breaking something

 

I'm no field tec - but still managed to strip down the unit to fit new WWLAN aerials without breaking anything - how he managed to break the keyboard is a little confusing as every screw connected to the keyboard is labelled with a little (k) kinda simple really.

But if they have still stuffed your system then go for a replacement, you purchased a new laptop and are entitled to receive an undamaged new unit.

 

The only thing that really disappoints me with this system is the display. Horrible contrast and glare for a laptop in this niche.

 

Out of all the laptops I've seen and owned this has one of the better screens I've seen. Glare can be fixed with a film.

As for servicing laptops, Dells really good they are always there next day generally if ur in the CBD and if your in the sticks like me it takes a few days.

I was the sole Sys-admin and IT support for a medium sized company with absolutely no IT policy with what hardware they got (I changed that with a contract with Toshiba). So I've seen laptops fail left and right with all brands under the sun. Dell has one of the better service teams and they don't require you to mail off or drop the machine off at a repair shop, they come to your door.

As for issues, all laptops have minor issues. Driver issues, screen, unergonomics, viruses (hate to say it) and the R2 isn't perfect either. Your setting your expectations far too high, and unlike Apple, Dell doesn't purposefully set its expectations too low, you get what you pay for.

 

Fixing glare with film is a hack-job. It renders text difficult to read in certain lighting conditions. You're trading one issue for another.

 

Have to agree with this. That would be like saying a BMW sucks because the dealer you took it to did a poor job changing the oil and broke the oil cap.

 

Yea I took it back. Its alright, minus the tech support screwups.

PS: They lost the replacement parts and the repair is being pushed back another few days......

 

Submit a complaint, naming the location and who the contracted support people are. Because some areas seem to have better service than others it might be they need to revamp who they use in your area - but unless you complain...

 

i would demand a new unit at this point. explain how many visits and delays its been.

 

That is what I did. I explained that I'd either be sending the unit back for a full refund, or they could swap me for a brand new one. They opted to send me the new one. That is the good part...


The bad part...

I have watched my new one go 'In Production' to 'Canceled' & back to 'In Production' over the past 9 days. So basically I ordered my shiny new M11x in the last week of August and am still waiting to get a unit I can actually USE.

At this point, I think I'm ready to move on. When this unit finally arrives...unless it TOTALLY blows me away with great performance (exceeding my expectations), it is going back to Dell so I can take my money elsewhere.