Alienware
Aurora M9700 Bad Service Won't repair laptop claiming liquid spill

I purchased my Alienware Aurora M9700 a little over a year ago. The purchase process was bad. First I had moved since I received credit approval and they made it very difficult to get this resolved.

Once credit was resolved, I Placed my order. When it had not shipped by the delivery date, I checked and was told the wireless card was on back order. One would think when buying a $4,658.00 laptop, the company would have the courtesy to call/email you if there is a delay. I told them to just put in whatever wireless card they had. I received my laptop several weeks after what I had been told when I ordered it.

Over the years, I had multiple problems with the computer completely locking, Alienware's response was always to use the recovery disk. Not a fun option.

Finally, I left the system running one night while downloading video for my iPod. When I went to sleep, all was fine. I woke up the next morning and went to check on my downloads and the monitor was blank.

I rebooted the system thinking it had just locked up. No video on the monitor at all, not even the POST, however, you can hear the Windows boot up and shutdown tones, meaning the computer is booting.

I contacted alienware and was given instructions on checking all of the monitor cables. I completed that with no success.

I then contacted them again and thwy walked me through reseating and changing video cards (laptop is equipped with dual SLI video cards).

Alienware had me remove one, then the other video card trying them in different configurations. No success. I was given an RMA to send it in for repair.

I went to FedEx to purchase a shipping box as Alienware does not supply that to their customers unlike other companies such as Gateway and Dell.

After not hearing anything from Alienware in over a week, and this not being updated on their support website, I contacted them and was told they would not repair the unit under warranty because the problems were due to a liquid spill to the machine and it would cost me a minimum of $250.00 to have it completely diagnosed to even give me an estimate of cost to repair.

There was no liqid spill to my system over night when I was sleeping (I live alone, so no chance someone else in the house did it). I find it very hard to believe a system with such a liquid spill they describe could even boot.

While discussing this with co-workers, one of them over heard my conversation and sarcastically laughed, stating he had a friend with the exact same computer and had the exact same problem and alienware had also denied that repair stating a liquid spill.

While diagnosing the system, the only "damage" I noticed appeared to be heat damage. If there is any site of corrosion, etc, it appeared to be more from normal Florida humidity (Where I live).

Wil
Fort White, Florida
U.S.A.

Company: Alienware
Country: USA
State: Florida
City: Miami
Address: 14591 SW 120 Street
Phone: 8002543692

  <     >