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25975
September 12th, 2011 22:00
Alienware Tactx mouse malfunction...Nightmare with Dell Support.. Would appreciate any assistance i can get..
Hello,
I purchased a Tactx mouse seperately (ie. not with an Alienware system) a month or so ago. Was actually quite satisfied with the product until the left mouse click started to malfunction. Now every few SINGLE clicks will register as a DOUBLE-click, which is extremely frustrating and debilitating as you can imagine since i am unable to highlight things without opening them and when i close windows, i will sometimes close multiple programs (clicking twice on the "X" when supposed to only single click)...
The largest frustration though lies entirely with the Dell Support. I have been on the phone the whole day with them today and yesterday, w/o any of the "techs"/ customer service reps knowing anything about or wanting to deal with a product that honestly dell doesn't place much emphasis on. Calls to tech support consist of going through the menu of options, choosing tech support for accessories, waiting for 20-30 minutes before a rep picks up and then being told by the rep they actually service laptops... The rep would then not know how to deal with an alienware mouse issue (or not want to exert the effort to find out for a customer whose issue they don't see often) and proceed to transfer me to anyone else or anything else so they can be rid of me. I have been transfered Alienware department who told me they only deal with systems, to laptop tech, to customer care reps who were supposed to KNOW where to send me, to accessories reps, and even back to the MAIN MENU OF THE DELL SUPPORT LINE. I was finally transferred to another Alienware rep (my third) who when i explained my issue seemed like he was going to help, he told me he needed to put me on hold for a couple minutes to pull up my account information, and proceeded to put me on hold for AN HOUR AND A HALF and counting... of course i hung up... All the reps seem to ask for customer and order # data and then proceed to do ABSOLUTELY NOTHING WITH THAT INFORMATION.... seriously
THIS IS CALLED PASSING THE BUCK... I have been a dell customer for a long time (3 systems, a myriad of peripherals/monitors/etc) and have honestly lost all faith in a company that has once PRIDED THEMSELVES on TOP NOTCH SERVICE. My desperation has led me to these forums in hopes that one of the liasons can help me out (or at least direct me to the correct channel) where i can obtain an RMA or something to rectify my issue before the WARRANTY RUNS OUT.. I know this mouse was actually manufactured by logitech, I would not mind even having to go through them.. as long as SOMEONE can help me get my mouse back to functionality
If any of the liasons are reading this, please, any assistance would be greatly appreciated. Thanks for your time
Scion54654
morblore
2 Intern
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2.4K Posts
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September 13th, 2011 01:00
Dell Support is really bad now as you just found out. I don't know what to tell you. You can try sending a PM to Dell-Chris here on the forums. Give him your service tag and see if he can do anything.
Other then that all I can say is try to get a refund if you can.
7Leagueboot
2 Intern
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501 Posts
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September 13th, 2011 02:00
They know they cannot repair it and they certainly wouldn't send out a tech to attempt it so I would just ask them to replace it. I bought a TactX headset and mouse. The mouse always worked fine but the headset crackled so they sent me a replacement. Now it works fine.
scion54654
3 Posts
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September 13th, 2011 10:00
Thanks for the response guys!
@7Leagueboot - Can I ask which channel you went through (such as forums, or dell support line) to get your replacement for the headset? A replacement or a refund is exactly what I am looking for.
@Morblore - ya I'm hoping Dell-Chris will see and respond to this thread as he seems to be the one that helps people out on these forums. I don't have a service tag because i bought the mouse separately; I don't have an alienware system...(unless im missing something, I've looked and re-looked at the label on the back of the mouse and no service tag)
Dell-Chris if you're out there, I would greatly appreciate if you can tell me how i can get an exchange or refund for my defective mouse. Thank you
7Leagueboot
2 Intern
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501 Posts
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September 13th, 2011 11:00
Service tags only apply to Dell PC's. Your invoice number or client number should suffice for accessories. I just phoned tech support and told them it crackled and they posted me a replacement. They didn't even want the faulty one back. The mouse works well although my son has the Logitech version and his is definitely better.
scion54654
3 Posts
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September 13th, 2011 12:00
I was honestly considering the G9x but i liked the curvature for the tactx for claw grips. Looking back in hindsight, i should've went w/ the G9x as Logitech is quite known for its SUPPORT FOR THEIR PRODUCTS. Sigh... Although i cringe at the thought, I will give a try tech support one more time and ask for a replacement.. Hope this works out
@Dell-Chris M As my support call will most likely end in frustration and hours wasted, please feel free to chime in with any advice on how i can get a replacement/exchange, thank you
TgraveDigger
11 Posts
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February 26th, 2012 11:00
I am having the exact same problem It is extremely frustrating when gaming. Did you have any luck getting a replacement? My problem is I got the mouse November 2010 and the issues started occurring November 2011. Beyond the 90 day accessory warranty. The other issue is that it is a hardware malfunction that plagues Logitech mouses all across the board. I have a feeling contacting support would just end with them laughing at me.
lbjgh
2 Posts
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February 28th, 2012 17:00
My Alienware Tactx mouse failed with a stuttering mouse pointer.
It is not enough that Dell peripherals are terrible quality but the technical support is even worse than the hardware quality.
I had to talk to six Dell service reps before one of them told me my 7 month old Alienware Tactx mouse did not have a warranty. I don't know what Dell's time is worth but the time I wasted was worth more than the value of the crappy mouse.
This is the second Dell peripheral that has failed in the last couple of months after very short service.
I wouldn't be supprised to see Dell go out of business with this product quality and poor customer service.
TgraveDigger
11 Posts
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February 29th, 2012 08:00
I ended up taking the mouse apart to check the sensor for the left click. After taking it apart I used my finger to activate the left click and there were no issues. I tried placing the top back on and alas the double clicking problem was gone. I guess it was just not sitting right on the sensor. Problem temporarily solved.
lbjgh
2 Posts
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February 29th, 2012 18:00
How did you take the mouse apart? I might give that a go...
TgraveDigger
11 Posts
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March 1st, 2012 04:00
Under the skid pads there are 5 screws two under the top and bottom pad and oneunder the right side pad. Just peel them off and use a precision screwdriver and it come apart very easily. The only thing is the skid pads aren't perfect when I put them back on but no big issues have come of it. Good luck I hope it helps.