Problems? See this thread at archive.org.
I ordered my M11x about 3 weeks ago... Got quite a surprise when i got it early last week since the website said it wouldnt ship until the 11th. I gleefully tore the box open when I got it and begin to play with it. I uninstalled some trash on it. I updated drivers to the latest versions and loaded some steam games. I was REALLY happy with the look of the thing and was blown away by the speed. This thing was FAST! I'm sure the SSD it came with had alot to do with it.
But I turned it off and went to bed. When I got up the next morning for work I wanted to check some email on so I went to fire it up and it did nothing but light the keyboard up the last color I set it to and turn the screen on. Nothing else... No bios screen nothing... Just lights...
I called Alienware tech support and wasnt surprised to be speaking to someone that was on the other side of the world reading from a script. He had me try a few things including taking the panel off the back, pulling the battery out then putting it back to together to try it again. None of it worked. The result was the same. He told me that I needed a new mother board and he would set that up for me and get my machine fixed. So he scheduled me a tech to come out next day with the part.
I'm pretty pissed that a laptop I gave a pretty penny for would stop working one day into its life. Hell I havent even made my first payment on the thing. But next day service I can deal with. Or so I thought...
The local repair company called me bright and early the next day at 9 a.m. saying she had the motherboard in hand and asked when a good time would be to come out. I told em a time and then they never showed up. I got a call from the owner saying that he's sorry but his tech isnt certified to work on m11x's... OOOOOK.... Now what? He said that he would call Alienware and have them schedule something else for me. They never called....
The next day I call and the first guy I talk to asks me for my service tag and then leaves me on hold for an hour... I couldnt wait any longer so I went about my business and called later that afternoon. The first person I talk to tells me he's going to transfer me to alienware tech support and hangs up the phone... I call back again... I talk to another guy that proceeds to read the script. I ask to speak to a manager and he says no problem. 45 minute wait... The guy gets back on the line and says heres his manager... 15 minute wait... manager gets on the phone and asks me all the same questions again. By this point I've just about had it. The manager schedules ANOTHER tech to come out and promises that he will be there the next day. I point out that the next day is a sunday and he says that doesnt matter. At this point I know I'm being lied to again but Monday will work for me even if this guy doesnt know what he's talking about.
Sunday nothing... As expected...
Monday noon rolls around and I still hear nothing so I call again. After a couple more hang ups and a run around or two I get someone on the phone that SOUNDS like they know what they are doing and ASSURES me that HE will call me back TODAY and let me know what the situation is. By 5:30 i still get no call.. So I call back and ask what the situation is and the guy tells me that they didnt call because they have no more m11x motherboards and they are waiting for more. "REALLY?!?! There are atleast 2 here from the previous service orders that you guys set up for me! They even gave me FEDEX tracking numbers to see when they showed up in the area!"
I ask to speak to another manager. Over an hour wait at this point and 5 DAYS late for next day service I finally got ANOTHER manager promising that HE talked to another service company in the area that had techs certified to work on m11x's and that they WILL be here tomorrow.
Thats where I'm at right now...
Since then I've found out that unless you pay $99 more then what you already paid for your machine or you bought your machine under a business plan you will ONLY talk to people from the other side of the world that couldnt care less what your issue is they are just happy to be making more then 25 cents a week.
This is unbelievable. I've owned multiple alienware machines BEFORE dell bought them and on the extremely rare occasion that I did need support it was as easy as breathing. NO PROBLEMS...
I'm just astounded.... I've had this machine about a week and its been non-functional for most of that time...
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Sorry to hear about your bad experience with Dell support. For reference which country do you reside in?
Sadly that's very similar experience to mine on my 1st M11x which took Dell 5 days to fix and was left in such poor condition by 2 tech visit I had to return it. At the end of it I had clocked over 20 hours on the phone (mostly on hold) and thought I would go ballistic if I had to listen to another "Thank you for calling Hell, your call is important to us..." recording.
Having said that there are many other people who can testify to receiving great service from Dell support. I have come to suspect the quality of the service you receive can greatly vary based on if your country has onshore support staff and the time of the day one calls support which may get your routed to offshore support staff.
In Canada most support calls are routed offshore which in my case has rarely resulted in satisfactory service levels. On the rare occasions where I was routed to a US based call center the service received has always exceeded expectation... -
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You are well within your return policy. Call them up and tell them that if someone isn't out fixing your system today, you will be returning it for a full refund. Sounds like you are just having some bad luck...
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Do yourself a favour... Return the system and buy something else.
I know some will disagree but if Dell can't provide proper timely service to a customer who is still within return period one has to wonder how they will be treated after the return period expires...
Warranty Nightmare...
Discussion in 'Alienware M11x' started by Ogg, Aug 9, 2010.
