Alienware 15 services woes

@Alienware-L_Porras
@suyash691, when I saw your article, I thought I was reading my own posting. Your problems are so like mine, that is why I had to check who wrote it. I gave them instructions when with a in-home policy a tech refused to send a tech or parts (even after I gave him the part numbers from the Dell catalog - Alienware M17xR4, he said I won't allow in-home or parts, another tech I called said he was wrong for doing that but that the service couldn't be changed now that the depot repair had been selected), not to replace any part without first consulting, I did not want a refurb mobo and refurb laptop they just put my service tag on so they could send mine somewhere so it could be used as a quick way to swap another repair in the future for someone else, plus I said DO NOT FLASH THE BIOS to A12. Well they apparently don't read anything that is included on the repair depot notes they ask you to fill out (also the space they provide, no wonder they treat us like we don't know computers, I would think they would have more space than that, so you can tell what happens rather than writing one sentence, "My computer won't boot" is what they apparently want you to write.

To make sure I could see what they did or didn't do, I put a little black sharpie dot on every label and sticker in the unit (both sides). Well when I got my system back, the letter I sent with mine was returned with the checkbox for motherboard replaced, checked. I have talked to tech support who says they don't show the motherboard was replaced (hmm, I guess the black ink on the mobo stickers just fell off the labels) and I guess they haven't figured out a way to tie in their depot with tech support.

They said, when I asked why they flashed it, "it is part of our compliance policy that any computer returned we must flash the bios to the current version." When I asked well why doesn't the policy apply to the video bios, since the current bios on my 7970m was not UEFI compat/compliant (yes I know legacy boot option works fine, but remember you are just putting one layer of hardware over another - remember the old tech way, the less overlapping of different software and hardware creates fewer problems). Silence greeted me. I asked again, silence. You get the idea.

They also showed I had a different video card, the 660m not the 7970m. I guess they don't record parts sent out or the tech they sent was about as efficient and knowledgeable as yours was @suyash691 (I am in the US however). He came late, he had no instructions other than what to send back to Dell, and said he had briefly breezed through my model service manual and install instructions for the graphics card and thinks he remembers what to do. Thank God he wasn't a nuclear bomb technician. He also asked me where he should apply the thermal paste and how much?

This all helps support the concept that maybe something more than complaining might need to be done.

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Alienware 15 services woes