So I haven't made a post about this and I said I would... I guess I'm posting this as a PSA? For all the TLDR folks, just read the bold and underlined items.
My issues started in September 2014 with a faulty right USB port and unreliable touch pad on my Alienware 14. The computer's warranty was slated to end December 14th.
Repair attempt #1:
After multiple calls to Dell, I was hung up on twice and learned that they have the most incompetent customer support team next to Sprint. I had to ask for a supervisor/manager every time. In either case, I followed their procedures and did everything they asked so I could get my issues resolved. They eventually decide they want to send out a tech to replace my motherboard and touchpad. Ok, great! The tech comes out, works for about an hour and says he's done. I tell him I want to check it over before he leaves. He complains about the lighting in my kitchen, as if it's my responsibility to ensure he has the tools he needs. Everything initially looked OK so I let him leave. After checking further, the LED's on the rear lid no longer work (I typically had them off anyway) and he left the film on the touch pad before installing it. This film is wedged between the touchpad and the keyboard top cover.
After Repair #1: Lid LED's no longer function, film left on new touch pad.
Repair attempt #2:
I emailed the tech and told him what was wrong, he said I'd have to fill out a ticket with Dell. I call Dell again and they apologize heavily for everything and recommend sending the tech out to fix the problem, as it's a quick fix. I say I'd highly prefer to send it in, as the tech was rather rude and I really didn't trust the guy. I finally agree, as it seems like the quicker/easier option. Dell sends the tech a new touch pad assembly and a lid light assembly. The same tech comes out again. He fiddles around with the computer for 10-15 minutes and the LED's come on, but he must have moved something so the Alienware logo lighting was all crooked. I point this out and he quickly exclaims "That's just the cable in front of the logo, I can fix that quick". So he uses a slim plastic tool (used for separating plastic clips on displays) and shoves it toward the bottom of the display trying to push the cable down, then cracks the screen. The laptop is on at this point and it's clearly apparent that he broke the display but he says "oh I just pulled the cable out, I can fix that". I run my own computer repair business, I know what a broken screen looks like. At this point, I just let him dig his grave a bit. He finally says "I'm going to need to order you a new screen". At this point I'm pretty angry. I then notice the LED's on the rear still don't work (they don't change color) and instead of removing the keyboard/touchpad assembly to remove the plastic, he just pulled it out of the top, leaving little plastic pieces around the edge. This is not what I expect from any tech. If any of my guys did this, I'd have a talk with them.
After repair #2: Cracked display, plastic debris in touchpad, lid LED's not functioning
Repair attempt #3:
I call Dell and explain everything that happened. They say they will reprimand the agency that the tech is from and get him off of their on-site repairs. My level of faith in that was minimal. I escalate as far as I can and am in contact with a fairly competent CSR at this point. I tell him I cannot accept on-site support anymore and would like a new computer, as it will now need to be taken apart a 3rd time, likely for a new motherboard (for the LED controller), as well as a screen. After some arguing he agrees to send me a refurb computer, but I choose not to accept, as I'd still rather have the unit I used than a bonepile unit. My main -off at this point is that Dell refuses to extend my warranty, which is near expiration, and I have a computer that's been de-boweled multiple times. My computer gets sent out and returns in about a week and a half.
After repair #3: The rear LED's still don't work
Repair attempt #4:
I get my computer back and immediately notice they didn't fix the rear LED issue, though everything else works. At this point, we're in late October and my computer has been out of commission for over a month. I'm pissed, really pissed. I get the Better Business Bureau involved and this is where things start to finally move in the right direction. I get a CSR out of India that was appointed through Dell via the BBB complaint. This CSR is amazing, great english, super calm, and nice to work with. After a bit of "discussion" we agree that Dell can have 1 more repair attempt or I receive a brand new computer of similar specs. Fine. The CSR stays in close contact as the computer goes back, gets repaired, and sent back.
After repair #4: The rear LED's still don't work.
Final contact with Dell:
At this point I'm almost laughably upset, it's now mid-November. I've never seen such incompetence from any repair process, ever. This computer was supposedly analyzed and repaired at the Dell Repair Depot, twice, with the precise details of what was defective. I contact my BBB appointed CSR and he says they no longer have AW14's, as they are no longer being made, but he can offer me an AW17. This was before the announcement of the AW15, so I assumed the AW13 was going to be taking over this spot. In hindsight, I would have waited for an AW15. We're now in early December and he sends me specs for an AW17 w/i5 and 860M. I discuss it with him and eventually get an i7, 1080P display, and an R9 290X, $1650 list price, at the time. The computer finally arrives just before Christmas.
I now have this AW17 that I really don't want, after months of dealing with Dell's awful repair attempts. I was able to get a 90 day warranty extension through March, which I guess I can live with. Big thanks to Sampath Rajkumar in the Dell Advanced Resolution Group.
My AW17 specs:
i7 4710MQ
8GB Ram
R9 m290x
1080p display
1TB HD (5400rpm)
My AW14 specs:
i7 4700MQ
8GB Ram
765M
1080P IPS Display
750GB HD (5400rpm)
My issues started in September 2014 with a faulty right USB port and unreliable touch pad on my Alienware 14. The computer's warranty was slated to end December 14th.
Repair attempt #1:
After multiple calls to Dell, I was hung up on twice and learned that they have the most incompetent customer support team next to Sprint. I had to ask for a supervisor/manager every time. In either case, I followed their procedures and did everything they asked so I could get my issues resolved. They eventually decide they want to send out a tech to replace my motherboard and touchpad. Ok, great! The tech comes out, works for about an hour and says he's done. I tell him I want to check it over before he leaves. He complains about the lighting in my kitchen, as if it's my responsibility to ensure he has the tools he needs. Everything initially looked OK so I let him leave. After checking further, the LED's on the rear lid no longer work (I typically had them off anyway) and he left the film on the touch pad before installing it. This film is wedged between the touchpad and the keyboard top cover.
After Repair #1: Lid LED's no longer function, film left on new touch pad.
Repair attempt #2:
I emailed the tech and told him what was wrong, he said I'd have to fill out a ticket with Dell. I call Dell again and they apologize heavily for everything and recommend sending the tech out to fix the problem, as it's a quick fix. I say I'd highly prefer to send it in, as the tech was rather rude and I really didn't trust the guy. I finally agree, as it seems like the quicker/easier option. Dell sends the tech a new touch pad assembly and a lid light assembly. The same tech comes out again. He fiddles around with the computer for 10-15 minutes and the LED's come on, but he must have moved something so the Alienware logo lighting was all crooked. I point this out and he quickly exclaims "That's just the cable in front of the logo, I can fix that quick". So he uses a slim plastic tool (used for separating plastic clips on displays) and shoves it toward the bottom of the display trying to push the cable down, then cracks the screen. The laptop is on at this point and it's clearly apparent that he broke the display but he says "oh I just pulled the cable out, I can fix that". I run my own computer repair business, I know what a broken screen looks like. At this point, I just let him dig his grave a bit. He finally says "I'm going to need to order you a new screen". At this point I'm pretty angry. I then notice the LED's on the rear still don't work (they don't change color) and instead of removing the keyboard/touchpad assembly to remove the plastic, he just pulled it out of the top, leaving little plastic pieces around the edge. This is not what I expect from any tech. If any of my guys did this, I'd have a talk with them.
After repair #2: Cracked display, plastic debris in touchpad, lid LED's not functioning
Repair attempt #3:
I call Dell and explain everything that happened. They say they will reprimand the agency that the tech is from and get him off of their on-site repairs. My level of faith in that was minimal. I escalate as far as I can and am in contact with a fairly competent CSR at this point. I tell him I cannot accept on-site support anymore and would like a new computer, as it will now need to be taken apart a 3rd time, likely for a new motherboard (for the LED controller), as well as a screen. After some arguing he agrees to send me a refurb computer, but I choose not to accept, as I'd still rather have the unit I used than a bonepile unit. My main -off at this point is that Dell refuses to extend my warranty, which is near expiration, and I have a computer that's been de-boweled multiple times. My computer gets sent out and returns in about a week and a half.
After repair #3: The rear LED's still don't work
Repair attempt #4:
I get my computer back and immediately notice they didn't fix the rear LED issue, though everything else works. At this point, we're in late October and my computer has been out of commission for over a month. I'm pissed, really pissed. I get the Better Business Bureau involved and this is where things start to finally move in the right direction. I get a CSR out of India that was appointed through Dell via the BBB complaint. This CSR is amazing, great english, super calm, and nice to work with. After a bit of "discussion" we agree that Dell can have 1 more repair attempt or I receive a brand new computer of similar specs. Fine. The CSR stays in close contact as the computer goes back, gets repaired, and sent back.
After repair #4: The rear LED's still don't work.
Final contact with Dell:
At this point I'm almost laughably upset, it's now mid-November. I've never seen such incompetence from any repair process, ever. This computer was supposedly analyzed and repaired at the Dell Repair Depot, twice, with the precise details of what was defective. I contact my BBB appointed CSR and he says they no longer have AW14's, as they are no longer being made, but he can offer me an AW17. This was before the announcement of the AW15, so I assumed the AW13 was going to be taking over this spot. In hindsight, I would have waited for an AW15. We're now in early December and he sends me specs for an AW17 w/i5 and 860M. I discuss it with him and eventually get an i7, 1080P display, and an R9 290X, $1650 list price, at the time. The computer finally arrives just before Christmas.
I now have this AW17 that I really don't want, after months of dealing with Dell's awful repair attempts. I was able to get a 90 day warranty extension through March, which I guess I can live with. Big thanks to Sampath Rajkumar in the Dell Advanced Resolution Group.
My AW17 specs:
i7 4710MQ
8GB Ram
R9 m290x
1080p display
1TB HD (5400rpm)
My AW14 specs:
i7 4700MQ
8GB Ram
765M
1080P IPS Display
750GB HD (5400rpm)