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July 10th, 2010 09:00
how do I return Alienware laptop for service?
I have an Alienware M11x laptop that I bought from dell.com about two months ago and it seems to have a hardware problem that causes it to shut down randomly and I believe it is a hardware problem because it sometimes will not get past the BIOS screen before shutting down. The tech support number on the website appears to be incorrect but the recording I get when I dial the number suggests the wrong number is being accessed by the phone circuits.
What is the best way to return an Alienware laptop for service or replacement?
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ejn63
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87.5K Posts
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July 10th, 2010 09:00
You must contact support by phone or email to do troubleshooting before a repair is authorized. Start with the Contact link, below.
GreenTadpole
15 Posts
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July 10th, 2010 10:00
The contact number shown on the website, for Alienware support, is wrong. I called some of the other numbers and someone gave me the correct number 1-866-287-6727
I called that number and the tech support person told me the problem is likely to be the BIOS which I upgraded and he said we would downgrade the BIOS and possibly avoid my having to return the laptop. He did not have the downgrade information in front of him (the links to the older BIOS that came with the laptop) and was researching this but I had to end the call and he told me that when I call back, the tech support person will have the information needed so that I can get the older BIOS and install it. I was impressed with this tech support person. The problem was just getting to the right person.
I will call them back later today or on Monday to continue with the issue.
So the next question is: why does Dell have recommended BIOSes for people to download and install that have apparently not been thoroughly tested?
There was no way I could have known that the recommended upgrade was a bad upgrade.