Service engineer made things worse! trying to get system replaced

Just a Quick update

There is nothing happening, Un resolved issues have not been in contact.

Alienware Tech support have not phoned emailed or made any attempt to contact me or keep me informed.

The System is still Dead and will not boot,

Still  "the Most Powerful Doorstop in the Universe"

I have been informed that the legal department have aproved a new system.

"I received an approval from legal department to replace the system for a new one."

I have now asked to confirm that this would be a new system and not a refurbished one?  all the superviosr has done is reffer me to the terms and conditions

and has not answerd the question. which is highly frustrating

The other thing on my mind is that my m17x has always had issues , latency audio spikes bluescreen etc even when it "worked"

with Alienware  confirming that the m17x range is being refreshed  if this is going to be a new replacement id rather wait until these updated units are in production. I hope dell/alienware have ironed out all the issues!

I'm really not getting the level of comunication from Alienware that i have been acustomed to with Dell!

The matter is now in the hands of the team leader (slovakia) tech support alienware. She has escalated it to try and gain aproval for a replacement system.
* You have escalated as far as I know how. Let us know when the exchange occurs.

I have found the CEO office useful in sorting oit problems in the past

there is always away to escalate further

Ok another update!

Alienware have agreed to replace my system with a BRAND NEW ONE,

Ok thats a result, the problem is that they will not confirm the specifications, they have promiced 4870 crossfire to resolve the dpc latecy issues.

However its now been well over a week and I have no information.

They are being less than helpful and the teamleader flatly refuses to help and has now washed her hands of it.

I need some help on this its been more than 5 WEEKS since my system worked.

can some one please let me know how to esculate this

please ive had enough thinking of going MAC!

Yet another update

issues resolved 0 time taken 1month 12 day!!

Warrenty Next buisness day!!

Dear Customer,

Your Dell order [######## has been cancelled

Because of a problem with the combination of components we cannot complete the order.

Please contact your sales person to place a new order or to arrange a refund.

Thanks,

Dell

Cheers Dell!!

Ok  Alot of heartache since the last update!

Thought things were going to be ressolved.

Found out that the system had been canclled due to lack of componets, I spoke at length to a Tech service manager that

informed me that the laptop had been cancelled due to the lack of ATI 4870 cards.

I was then informed that it had been re oredered with Nvidia cards.

This horrified me because they simply do not work as designed in the M1x,  They cause DPC latency issues, audio spikes and stuttering.

So after all this time, 4months of ownership with the system not working properly and the last 6 weeks with a dead system, Dell were going to send me a brand new system that has serious design flaws and doesnt work.

Now if Dell paid me to work as a beta tester for their systems that wouldnt be so bad, but they dont!

Latter in talking to a shift supervisor he reads out the specifications and now aparently my replacement has ATI cards again??????

I do not know what is going on other than its been far far too long and i have had nothing but trouble.

Will this ever end will Dell insist in sending me out a computer thats been replaced with a newer revison due to the fact it has so many problems.

need help this is making me ill

Since the last update, I have spoken to senior Dell tech managers and they have tried to help.

However the said the only ones that could in this case was Alienware, So things went back to square one!

I was transfered to Alienware tech support whom couldnt help i then asked to speak to the manager, They put me on hold for almost

30 minuets without coming back to me and then said the manger wasnt avaialble, I insisted that i spoke to him and then they said that they thought he was free now, putting myself on hold for a further 10mins. at this point the call was aproching 2hrs!

I spoke at lengh to Peter and he was very helpful and knowledgble.

He offered to replace the sytstem and has ordered this for me

I cant close this case yet as i still await the order confirmation numbers and ETD

IT DOES HOWEVER LOOK LIKE THIS MAYBE RESOLVED!!!!

4 1/2 Months with a system that wouldnt play mp3 or videos, or play a game with out stuttering.

almost 7 weeks with the system completely dead!

Warrenty Next Buisness Day!!!

think its all over, will update when im sure and close this

Update!

The manager who has authorised the replacement system is out of the office for the week.

No progress made, no order number generated.

Person who orderes the replacement system will not do so with out the managers direct aproval, has

seen emails that show the systems been authorised but will not action!

This is a never ending story. Laptop has been dead now since December 14th 2009

To make things worse i have just ordered a Alienware area51 ALX, I must be Mad!

Update

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I had been offered and agreed on the specifcations of my replacement systen on 29th january

Dear Mr. ########

the point is, this is not about us deciding not to upgrade your display to RGB as Mr. ####### promised. At the moment, it is not technically possible to book the RGB display with the machine in EMEA region as it has been withdrawn.

Due to the reason above, Mr. ####### won't be able to help you on Monday either.

But it's up to you to wait, of course.

I am sorry for the dissapointment - we were trying to bring the case to satisfactory end.

Kind regards

##### ######

DELL The Gift that Keeps Giving!

This is beyound a joke, its poor customer service to the extreme.

I really don't know how to keep going, and why i was stupid enough to order an Area 51 ALX desktop

Insanity is doing the same thing over and over and expecting a different outcome

Still waiting

Have been given the option to have the system with the normal lcd screen or wait for the RGB to come back into stock.

Well after this long whats abit longer?

so i will wait, have gottten used to this by now.

its 2 months tomorrow since the engineer killed my laptop and 5 months not working as designed!!!

that sucks mate. i know how you feel. i had to wait 5 months for a replacement system.. worst part is.. the system i received didn't work.. 

Quick Update

Still waiting!

no signs of my replacment even being ordered yet

Still waitting,

looks like it could be the end of march before it gets resolved!!

this sucks