I got a 3600 dollar alienware laptop. The battery will not stay in place, and the video card is obviously screwed up. The lockmechanism messed up one day for no reason. The laptop just about 2 years old. I called tech support tonight and they wanted me to take it apart and clean the video fan. I did that no problem. Still didn't fix the problem. Now he wants me to take the keyboard out. I paid for three year warranty. I didn't pay to repair my own computer. They want me to call regular tech support tomorrow. How should i deal with these people? I refuse to take the whole keyboard out of the computer. Is it that hard to understand i am not a computer repair man. That why you pay for the warranty.

 

Did Dell already hose their tech support?????

 

I'm not a mean person and if it were a desktop i'd be glad to take motherboard out. I have had a plus certification classes and I am not stupid. If the video screwed up in post. Thats a hardware issue. Should have nothing to do with bios. This is not the only alienware laptop we own. How would you deal with these people tomorrow. Should I automatically ask for the supervisor.

 

Does the warranty that you bought include in-home service or do you have to send it in for service? Maybe they are trying to avoid you having to ship it in? $3600 seems like a lot to spend for a laptop, for that price, I would expect premier service.

I would tell the guy that you don't know how to take the keyboard out and that you don't feel comfortable doing so on your $$$ machine.

 

Yeah, I'd tell em I want them to fix it. Dell actually got grumpy with my wife because I had taken the keyboard off her laptop (you had to to get the extra memory they shipped with it in). I suspect that becaue Dell bought AlienWare that people are in a I don't give a crap" attitude right now untill dell officially takes over. Could be wrong.

 

Just tell them you aren't comfortable with that and they will have to send someone out or pick it up.

 

Is they keyboard really that hard? I just had to remove a few screws from the underside of my laptop and to completely remove the keyboard; disconnect a small connector. *shrug*

 

From working tech support,

If you tell them you aren't comfortable and they are liable if you break it, they will be happily fix it for you because they dont want to pay for more repairs on the machine

 

This keyboard removes from the top. There are latches and crap. No screws involved. You remove keys. Fordwask i like your advice. They are liable if it breaks something. I really don't wanna scratch it up either. It painted green. I'm gonna have to hold off till monday on calling. I got held up today. UrbanCowboy they want me to take the motherboard out. I've taken plenty of motherboards out before. I just don't think its my place to take it out of a laptop under warranty.

 

That is rediculous to ask you take the motherboard out, especially if you have the extended warranty.

If the next guy still is insisting you do it after telling him you aren't comfortable demand to speak to the next level of tech support and if he says no say you have to speak to custoemr relations ...

If that doesn't work you can always call back and say you burned yourself on the machine or something, that is a one way ticket to the next level of tech support or a supervisor.

 

Thanks for all the replies fordwask. Ill let you know how it comes out.

 

I finally got off the phone with alienware. My video card is bad. I had to put down 250 dollar deposit for the stupide thing. Its do it yourself tech support at alienware as far as getting something installed. As for the battery latch they said that was normal wear and tear and I should get it from an online vendor. They don't stock stuff like that. What a frustrating day. Laptop just aren't worth the headache. The only laptop latch i found was silver. Want work on my green laptop. Why can't things be simple? Why can't you just send them the computer and they install they stuff properly.

 

Next time, buy a Mac. Apple service is awesome.

 

The only reason I don't is because the games don't come out fast enough on Mac. If only they came out for both at same time. Thanks for all the help FordWask