Unexplained shutdowns and restarts, bad customer service.

My name is Melissa, and I became the owner of a Alienware m18x in May of this year, I have always been a faithful DELL customer and never experienced issues with my first machine.My laptop worked like a dream for the first few months, but recently during gaming or even web browsing I am experiencing sudden restarts and complete shut downs. Upon restart I recieved a message telling me the error type that had occured was a blue screen.

I immediately called DELL and was directed to tech support, once I was able to understand what the tech support guy was saying since his english was limited, he ran some tests and told me he would call me back withing 30 minutes, after 2 hours I called DELL again and began talking to another customer service agent, he ran the same tests as the man before with remote assitance and after 4 hours nothing was resolved. The next day I emailed the tech support guy who had talked to me the night before, I sent him the results of the programs he had asked me to run and he simply messaged back that it appears I have a VC problem, that he wasnt on the phones today but I could call DELL anything...

Frustrated,I called DELL again where I was directed to another agent, and even after I had explained to him the tests that already been run he continued to run them again, he told me they were having a hard time replicating my problem so it was hard to diagnose the issue, sometimes it would restart during a stress test, sometimes it wouldn't.

At this time admittedly I shed some tears, I have spent 3 months in hospital this summer and this laptop who I have lovingly named AL is my only connection to the outside world, it is how I talk to friends, listen to music, watch my favourite shows. All in all it is a major part of my life. I expressed this to the tech support man named Carlos and he told me I would be directed to the manager.

The manager asked me about the customer support I had recieved and I was unhappy, he promised to find a fix for my system and recommened reinstalling windows, the manager then told me he would call me back withinn an hour and do a 3 way call with me, him and the previous tech support I had talked to.

Looking forward to perhaps there being a breakthrough and my problems would be fixed I awaited the call, which never came.

I am currently in hospital looking at a long term stay, I am dissapointed in DELL and the way they have treated me, A company I thought I could trust and the brand name of Alienware which I thought was a quality brand.In the eyes of a Billion dollar company like DELL I am probably just a grain of sand,I am not rich and don't have the means to persue anything in that matter, all  ask is for them to fix my under warrantly laptop that after 4 years I will end up spending near $5000 on.I have an upcoming tv interview to talk about my condition, and honestly I wouldnt mind telling the news reporter how DELL has treated me poorly and left me in hospital with a faulty machine.

ty for your time.

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