Ongoing Laptop Issue

Question

Hi Alienware / Dell, I have an existing open ticket to you guys regarding my Alienware 17. The laptop is still within warranty. Last December, the laptop just 'died' while I was streaming. I called your support and was advised that there is someone who would go to my place and fix it. The technician told me that he replaced the motherboard. The issue was fixed (case number: 905529116). I wasn't personally there when he was fixing the issue and when I came home, I saw that my laptop now has power, but there was flickering on the screen. I was advised by the technician to call your contact center again to report the issue again. And so I did, I even sent them a video of the flickering of the screen in which I was advised that a technician would then go to my place and fix it again (case number: 905930783). The second technician went to my house and said that he will need to replace my screen. I actually waited for him to finish this time (have to file a holiday from work) to see the issue would be fixed, unfortunately, he told me that the replacement LCD that he brought with him was cracked (?!?!?). He also advised me that he will need to update my BIOS, to which I advised him that I don't upgrade the BIOS unless necessary, he said that that is the SOP for all repairs, which I obliged (regrettably). After which I noticed that there was a significant slow down in logging in to Windows (boot from POST until login screen is unchanged). It normally loads the desktop and everything in less than 5 secs., but after the BIOS updated, it now takes at least 1 minute to load the whole desktop and normally just sits on a black background with the loading cursor. The technician said that he will come back with a new replacement LCD and he will make sure that it would be working then. The first technician that first changed my motherboard, then called me asking if I'm available last Thursday (23rd Jan.) and I said yes. Since I don't want to file a second vacation just for this, and there is no one in the house to assist him, I asked my boss if he can come to the office to fix the laptop, good thing he agreed. I then brought my laptop to the office on the Friday (24th Jan.) and met him there. He then went on and replaced the LCD and he even told me that he will replace the LCD cable as well to be sure. What happened next was absolutely shocking, the issue was worse. It was now not just a flicker on the screen in Windows but from the POST screen!!!! Including the Alienware logo and everything. I was really upset (angry even) at the time since instead of at least using my laptop with the previous flicker, it was unusable. I was supposed to go to my girlfriend's house so we can play (main reason I bought the laptop). He then told me that he now thinks that it is the video card, which needs to be replaced. I thought, first, the motherboard, then LCD, now the video card? And this all started with a power issue? He said that the earliest would be Monday (today). He then called me yesterday saying that the case was assigned to him again and is asking for my availability, I said that he can go to the house since my mom is there to assist him. He then called me in the office saying that he again replaced the motherboard, LCD cable, and video card. He then told me that there is still a flicker on the screen (which he said was more 'manageable' now), then I thought 'that's it?'. He said that he called VPS or something and was advised to advise me to re-install Windows. Said that he already done everything and the issue is still there. I understand where is coming from but coming from an IT background and career, a simple power issue became this. I'm writing this right now after I got home, when I first turned on the laptop, I noticed straight up that the lights were not the same, I'm thinking that it might be because of the motherboard, then it won't boot to Windows, just stuck in the loading screen, I then launched startup repair, which made me do a system restore, then, thankfully, my computer booted. Then upon login, the drivers were not re-installed and was on the on-board graphics. The another restart for the video card. The whole experience has really been an inconvenience for me. This has been going on for almost a month now with no resolution but for me to re-install my OS? It's really frustrating that I don't have any other the laptop that I can use (using my mom's computer for this post because of the drivers installing). This is really not good service. There are times when I ask the technician what might the problem be and they seem to be unaware, meaning they are not really familiar with an Alienware. I'm really close in posting on all forums my experience with your product. I mean I bought this because of the brand and (supposedly) quality, but just a little over a year owned and all of this happens? Unacceptable. I had a desktop running for more than 5 years with no issues, just upgrades and all of them was built from scratch. I really can't express what I'm feeling right now but I feel that I was conned in buying an expensive product with sub-par performance. Right now, I really want to throw all the bad words that I can think of. This is really not good product nor support. I want to know what you guys will do about this as this is really not a good customer experience on my part. I'll try to squeeze the re-install within the week after I backup my files and will let you know, but this needs to be addressed ASAP.

Alienware-Joe · Answer

Hello JaBr0nI,

I've read through your story and I'm sorry you're going through all these problems within this month.

I will go ahead and check what would be the best solution for your case and hopefully speak with the support group in your region to come with the best possible solution for your case.

I will keep you posted.

JaBr0nI · Answer

Hi Jose, Thank you for your reply. I'm looking forward to a favorable reply from you. Kind Regards, JaBr0nI

JaBr0nI · Answer

Hi Jose,

While waiting for your reply, I took the liberty of trying to re-install the software using Alienrespawn.

Now, I really don't think that this is related to the Operating System since even the Alienware logo on POST is affected, anyway I still tried.

Here are some screenshots for you:

I hope this helps. I need this to be fixed ASAP as this been a burden as I cannot use my laptop as intended.

Alienware-Joe · Answer

Thanks for the info!The case has been escalated to my most trusted person in your region. Most likely you'll be getting contacted by him within this week. I'll keep you posted in case anything else is brought up!

JaBr0nI · Answer

Hi Jose, Any joy with the one that's supposed to call me? Thanks.

JaBr0nI · Answer

Hi Jose,

Another update from me. I took the liberty of using an Ubuntu Live CD to check if it is really an OS issue like what the technician that came to my house said. He told me that the it was advised by your DTS to have me re-install the OS.

Here is the screenshot of the laptop:

Here is the screenshot on my 2nd monitor:

As you can clearly see, the background is very different, and if it is really a problem with the OS, like what your technicians advised me, then both of the background should be the same. Also, I already told him that this even happens in the Alienware logo during boot.

I'm really getting frustrated about this and close to calling your customer support and file a complaint. This is really unacceptable for a product like this. The reason why I bought my laptop is to be mobile, not to have it stay at home just so I can use it. And that's the only reason that I'm being this patient is because I can still use it here. But I go out on the weekends and bring it with me, and it's fast approaching. I want this to be fixed ASAP. I mean the incompetence of your technicians plus the service that you are providing is not worth the price of your product.

I'm really tired of doing the things that your technicians or "specialists" should be checking in the first place.

Alienware-Joe · Answer

Hello,

Thanks for the update, I also saw your post in Alienware Arena.

I've proceeded to escalate this issue once again.

I'm just waiting on response from the regional director in your area.

All I can ask from you is just a little patience. I know you've waited for more than two months, but I do need more time to get your case fully fixed.

Thank you for your comprehension.

JaBr0nI · Answer

Any updates?

Alienware-Joe · Answer

The case has been escalated internally. I'm waiting for a response from the South East Asia Manager.

I apologize for all this time without any updates.

As soon as I have something I'll report back immediately to you.

DELL-Ravi Ch · Answer

Hello JaBr0nI,

Sorry for the delayed response. Please private message me the following details so that I can check for the available options and assist you. To send a private message, click on my name and send private message.

First Name
Last name
Shipping address
Primary Phone.
Alternate phone Number.
Better time to reach you.

Please reply with the details.

JaBr0nI · Answer

Hi Ravi, I've sent you a PM with the details that you need. Hope I hear from you soon. This has been going long enough.

JaBr0nI · Answer

Oh and by the way, here is my laptop now: If anyone really cares about the issue.

JaBr0nI · Answer

Still no updates?

JaBr0nI · Answer

Is anyone still even looking at this?

JaBr0nI · Answer

Hello? Really? How long has it been?

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