Tech can't find my problem -.-

So, the tech finally came with the new motherboard and nothing happened, well, just one little change, the power button LED now lights up on a different way than before when having the AC plugged, but I don't care because the laptop still doesn't powers up :@ they will try to find out if the refurbished MOBO sent by Dell came damaged or if it's something else... why must it be so damn hard to get my m15x fixed? if they can't find the problem what will happen? are they supposed to give me a new m15x?

Reply 1 : Tech can't find my problem -.-

I don't see why they can't just give you a whole new system and swap hard drives. Have you asked them if they can do that?

Reply 2 : Tech can't find my problem -.-

No. The tech came back and made some tests on my system with a dell agent at the phone, the solution: send another motherboard and the power button circuit for a possible short circuit over the power button. The tech told me that in his opinion it was maybe the processor, but that dell was very stingy with them and that all possible causes must be eliminated before sending a new one... -.- as if I had the time to waste on replacing 1 hardware part per week 'till the faulty one is found.

Reply 3 : Tech can't find my problem -.-

^^if I were U,I'd be sitting with my phone in my hands dialing their toll-free 24/7 helpline...for hours on end until they came up with a reasonable solution. I'd the exact same issue u were having and my h/w was replaced for more than 4 weeks including the CPU but the problem still existed.

In the end,my system was replaced 3 times,each replacement taking about 2 months but in the end,it was all worth it. I'd bought a system for 1500$ but by the time Dell finished with their replacement process,the actual price tag of my system today is 4100$!!!

Here's what you should do: Call tech support and make them know all your problems and tell them that the techs who came to you house were all under-qualified to open up an Alienware system(and indeed most of them are and everybody knows it!!). You also tell them that you also are a tech savvy individual n know your system inside-out and that is why you went ahead and bought an Alienware "the best gaming laptop in the universe" as their site suggests because you know how to use a freaking computer better than they did!!! By this time, the rep will start talking to you with a lot more respect than he previously did. Now, you tell them that you dont want any h/w to be replaced and you want a Whole Unit Replacement(WUR as they call it). Tell him you'd like to talk to his manager an I'm sure he'll obliged. Nobody wants to talk to a pissed off Alienware owner ESP. ones who knows what he's talking about.



By this time,a manager should be on the other side of that phone and should be discussing WUR procedure with you. If not he'll talk about refunding your investment and give him a straight no!!!

You,with all your issues make a good candidate for a WUR and should be getting it EASILY!!! Tell them that you don't want anymore techs touching that priceless PC of urs and everything will be alright.



One last thing, when discussing a new system with a WUR agent, make sure you ask him to throw in an upgrade you've always wanted; a XM CPU , a SSD, 8 GB ram, Win 7 ultimate...and I'm sure he'll be happy to satisfy you with some of your demands!!!



Follow this post and in almost 5 weeks time, you'll be sitting with a brand new, highly upgraded M15x.



And don't forget to remove your HDD when you give your faulty system away and they'll let you keep it as this involves privacy matters.



Cheers!!! Hope this helps and I'm sure it WILL !!!

Reply 4 : Tech can't find my problem -.-

Whoa sgt...!!!! Niiice!!!

Reply 5 : Tech can't find my problem -.-

Dude,did u talk to tech support??? I'm sure no other solution will give satisfaction except a WUR..!!!



All the best...!!!



@baerius: thanks man... Just my two cents..!!

Reply 6 : Tech can't find my problem -.-

Nice story Sgt. I haven't talked with tech support yet, I just read your post :P so, exactly which free upgrades did you get when demanding a WUR?

Reply 7 : Tech can't find my problem -.-

Well, I bought a M15x Cosmic Black with these: i3, 3GB1066 DDR3 RAM, GT 240M, 900p screen, 250GD HDD



Now, this is what I'm currently using: nebula Red, i7 940XM, 6GB DDR3 1333, GTX 460M 1.5 GB DDR5, 1080p, 500GB*2 SATA2 7200rpm



Well, impressed??? I suggest you get on that phone asap!!!

Reply 8 : Tech can't find my problem -.-

omg... seriously? and did you asked for all that bunch of stuff one by one or did dell just gave you a high-end system for your inconvenience?

Reply 9 : Tech can't find my problem -.-

Quote:

Originally Posted by Aliened the solution: send another motherboard and the power button circuit for a possible short circuit over the power button. The tech told me that in his opinion it was maybe the processor, but that dell was very stingy with them and that all possible causes must be eliminated before sending a new one... -.- as if I had the time to waste on replacing 1 hardware part per week 'till the faulty one is found.

That is exactly how it works. I can see by the other posts in this thread that folks aren't familiar with how warranty service with Dell works. Think about this - so the tech replaces your motherboard and it doesn't power up. Ok. So with that alone they should send out a replacement system? Come on now. Parts can be DOA - it happens all the time.



While I realize that its frustrating (yes, I've been there myself with my XPS M1730), its the way it is. You have to allow support to attempt to resolve the issue. Its part of your warranty agreement.



The parts I'm sure will be sent overnight as this is how they have handle service calls. if the tech doesn't show up, its on the tech. Trust me on this. I had a tech flake on me to get his tires changed on his car. Well guess what? he's most likely out of a job for failing to handle a service call. I rose hell with support over that one. Was support to blame for this? No, these techs are third party techs.



Bottom line, there will always be a horror story but Dell has the best warranty that I know of. Give them a chance - they want to resolve this for you.



Now, if the issue remains unresolved after 3 part replacements, yeah - then you can start asking for a replacement system and with good reason. If at anytime you feel the support reps are giving you the run-around, ask for a supervisor. You cannot lose it and start yelling. Be polite and keep your cool. Be firm but also realistic. if you still find you are hitting a brick wall, review post# 1 here -



*Dell-Alienware & AW Legacy Replacement Systems-Warranty Repair Issues*





Just my 2 cents of course, based on experience dealing with Dell all these years and helping others here on both the Dell and Alienware forum.