My rant about Alienware/Dell

matto97 · June 2, 2014

Ok so back January 2013 my mum got a Alienware M17x R4 and after about a week the Dedicated GPU stopped working but we were going to USA that week so we didnt have a chance to take it back to the store. When we got to the US first thing we did was ring Dell and they said they wernt able to help cause the laptop was purchased in Australian and we should ring Australian Dell. So next day we rang Australian Dell and they sed sorry we cant help cause your in the US please ring US Dell, After about 3 months back and forth we gave up for a little wile. We came back to Australia in September last year and first thing we did was ring Dell and they made us go over resetting it re installing drivers over the phone ect ect. In January this year they sent a tech out he replaced the Mobo GPU Fans reset it re installed drivers ran tests blah blah he left. We ring the next day and say its not working still and this went on till March we had another 4 techs come out replacing the Mobo GPU and resetting each time. By End of March they decided to replace the laptop and we got the new M17x R5 we were happy we had a working laptop.

Early May all the back lighting for the keyboard dies so we ring Dell they send out a tech 2 days later and he replaces Mobo and every thing works agen. 4 Days ago the laptop just stopped taking power from the charger and before that there was purple lines in the screen. First thing we did was ring Dell there is supost to be a tech coming out tomorrow to replace the Mobo and maby the screen.

But besides all that the amount of waiting we had to do for them to get parts in or if they just didn't turn up one time we had to wait a hole week cause they just didn't turn up even tho they sed they would. Some times they sed they would call back within 24-48 hours but i would have to call them back cause they never called. This is a brand new laptop and we are already having problems with it. AND the M17x R4 that was being replaced all the way back in early March is still sitting hear waiting for them to come pick up. I am NEVER going to buy a Alienware/Product agen what we have been threw no one should have to go threw my mum spent $3800 on the M17x R4 and she has had shit ever since then. Its pore service bad product and all together bad experience im sick of calling up every couple days cause of a new problem with this stupid thing. We would like our money back so we can go to a different company all together but they are not giving our money back. We were lucky to even get this replacement they tried to replace it with a M17x R4 with BADDER components then the one we already had and we fort them for a week to change it to the same or better and they gave us better luckily.

What are we supposed to do? do we keep going back and forth with them for who knows how long or do we take it further some how?

June 2, 2014

Ok so back January 2013 my mum got a Alienware M17x R4 and after about a week the Dedicated GPU stopped working but we were going to USA that week so we didnt have a chance to take it back to the store. When we got to the US first thing we did was ring Dell and they said they wernt able to help cause the laptop was purchased in Australian and we should ring Australian Dell. So next day we rang Australian Dell and they sed sorry we cant help cause your in the US please ring US Dell, After about 3 months back and forth we gave up for a little wile. We came back to Australia in September last year and first thing we did was ring Dell and they made us go over resetting it re installing drivers over the phone ect ect. In January this year they sent a tech out he replaced the Mobo GPU Fans reset it re installed drivers ran tests blah blah he left. We ring the next day and say its not working still and this went on till March we had another 4 techs come out replacing the Mobo GPU and resetting each time. By End of March they decided to replace the laptop and we got the new M17x R5 we were happy we had a working laptop.

Early May all the back lighting for the keyboard dies so we ring Dell they send out a tech 2 days later and he replaces Mobo and every thing works agen. 4 Days ago the laptop just stopped taking power from the charger and before that there was purple lines in the screen. First thing we did was ring Dell there is supost to be a tech coming out tomorrow to replace the Mobo and maby the screen.

But besides all that the amount of waiting we had to do for them to get parts in or if they just didn't turn up one time we had to wait a hole week cause they just didn't turn up even tho they sed they would. Some times they sed they would call back within 24-48 hours but i would have to call them back cause they never called. This is a brand new laptop and we are already having problems with it. AND the M17x R4 that was being replaced all the way back in early March is still sitting hear waiting for them to come pick up. I am NEVER going to buy a Alienware/Product agen what we have been threw no one should have to go threw my mum spent $3800 on the M17x R4 and she has had shit ever since then. Its pore service bad product and all together bad experience im sick of calling up every couple days cause of a new problem with this stupid thing. We would like our money back so we can go to a different company all together but they are not giving our money back. We were lucky to even get this replacement they tried to replace it with a M17x R4 with BADDER components then the one we already had and we fort them for a week to change it to the same or better and they gave us better luckily.

What are we supposed to do? do we keep going back and forth with them for who knows how long or do we take it further some how?

I would contact the ACCC as I believe there may be a limit at which electronic equipment can only be repaired x number of times before the option of a refund is given.

matto97 · June 2, 2014

I would contact the ACCC as I believe there may be a limit at which electronic equipment can only be repaired x number of times before the option of a refund is given.

Thanks looking at that now and reading threw it all