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awmperryWell, here it is, with a few modifications. There's a lot of it, though....
DELIVERY
Delivery quoted at 10 days took five weeks, then delivered to wrong address ([home] instead of [college]. Delivery declined at [home], arrived in Durham the next day. Despite instructions to the contrary, courier left package at Reception rather than call me so it could be delivered to the correct entrance.
Same problem repeated during delivery after alleged repairs.
* * *
INITIAL BOOT PROBLEMS
On arrival the system failed to boot; nothing appeared beyond the Energy Star screen, as reported in November. System returned for repair the following day.
Reappeared after “repairs” almost two weeks later, and we were informed that the problem had been caused by a “loose processor fan”.
When opening the computer later to remove two DIMMs (see below) I found that the door-side case fan had been disconnected entirely; I reconnected the Molex plug and found that, once again, the computer would refuse to boot. Disconnecting the plug allowed the system to boot again. In other words, instead of fixing the problem, Alienware simply unplugged the problem and tried to gloss over it.
This is unacceptable; the system should work without compromising basic systems like cooling.
* * *
MEMORY ISSUES
During early weeks of use, encountered frequent crashes to BSOD. Tech support recommended removing DIMMs to find faulty RAM chip; in removing the chips, found disconnected fan.
Found mismatched DIMM; three of the four were Singaporean Crucial chips, while the fourth was American ditto. Noted size difference in individual chips on the RAM stick differentiating US stick from Singapore sticks. Removed that pair; no recorded BSOD crashes since, but running on half the memory [we] paid for.
Currently running course of Memtest 86 on individual sticks.
* * *
ONGOING STABILITY ISSUES
System has been constantly unstable, averaging 3-4 serious crashes per day (requiring reboot or crashing to reboot). On one occasion crashed to desktop and disabled DirectDraw and Direct3D until reboot.
Many crashes to desktop in various software, both applications and games. No apparent common denominator. Estimate a 30% crash per app run rate.
Appears to have trouble with MSI installers, averaging an approximate 20% non-completion and/or failure rate.
Winzip hangs in approximately 80% of file opens.
* * *
SYSTEM PROBLEMS
User name set on receipt to “your user name”. Changed Windows user name in Control Panel/Users, and changed system user name and company in registry, but in Documents And Settings and on process list still shows “your user name”.
Network problems – cannot connect to company or university LANs.
Cannot play video DVDs. Can access file structure through Explorer, but no DVD players work for video. Audio sometimes plays (30%), but never video. Occasionally crashes to desktop or, in two cases, reboot. Have tested bundled apps including PowerDVD, as well as 3rd-party apps such as Media Player 9/10, RealPlayer and WinDVD. No difference. Have downloaded MS and other codec packs, no effect.
2230, 18th of January: Audio device failed. Failure persists after reboot; no audio device detected. (20th January: Audio device inexplicably functioning again.)
The case keys were not returned after the repairs, and so I am now unable to lock the case. I was told replacements would be sent out to me, but a month later they have yet to appear.
* * *
BLOODY STUPID DESIGN “FEATURES”
When we buy a system from Dell – who of course are aimed at the “average” computer user – we get a system disc; it allows me to modify the Windows installation, add and remove bits, repair the installation or, if necessary, reinstall from scratch – but at all times it lets me control the process.
Buying a system from Alienware, a company that has built its reputation on building systems for people who know their way around computers, produces a “Respawn disc” which automatically reformats, repartitions and reinstalls. Though I have not tried this – I have no desire to spend days getting my system set up the way I want it again – I am informed that I have no say in any matters involving the reinstall or repartition. Supplying such a hands-off system, particularly given Alienware’s target market, is patronising, almost offensive.
Why does Alienware not provide an on-site warranty option? This is a big system to keep sending back, particularly if this is the sort of reliability I can expect.
* * *
RESULTING COSTS
I have personally spent somewhere in the region of £60-70 just on telephone bills (with no access to a land line, the freephone number is not free), not counting the costs caused by wasted time.
My [father] has also spent considerable time and effort to sort this out, which has resulted in several thousand pounds worth of costs.
* * *
DIAGNOSTICS
Ran Memtest-86 on the two apparently functioning DIMMs; in four hours, Test 5 reported a total of 13 errors in 7 passes.
Ran two instances of SP2004; thread 0 consistently failed after running no more than three minutes. Thread 1 failed soon after in approx. 50% of cases. In every case, SP2004 eventually crashed (showing Windows’ traditional “…has encountered a problem and needs to close” dialogue).
* * *
GENERAL COMMENTS
If I spend £3000 on a computer from a supposedly reputable company, I expect the system to work right out of the box. I do not expect to have to spend several weeks getting the system to do something as basic as run without crashing. In the month I have had the system (not counting time spent abroad over Christmas), I have had only some 30-35% effective use out of it; while I appreciate that teething troubles will always occur, this is ridiculous. In two decades of working with computers, I cannot recall any of my systems being this unreliable.
There are by now far too many things wrong for [us] to have any faith in a repaired system. We would like Alienware to build a new system to the same spec and deliver it to us – to the correct address, ideally – whereupon we will return this system at Alienware’s expense.
We also request compensation for the considerable time and money wasted on trying to fix this system. My [father] did, I am told, receive an offer for a USB key drive as compensation; obviously, such an insulting offer is beneath contempt. We are currently discussing appropriate compensation, but we would be likely to look favourably upon offers of certain hardware upgrades.
On the plus side, the speakers are nice.
DELIVERY
Delivery quoted at 10 days took five weeks, then delivered to wrong address ([home] instead of [college]. Delivery declined at [home], arrived in Durham the next day. Despite instructions to the contrary, courier left package at Reception rather than call me so it could be delivered to the correct entrance.
Same problem repeated during delivery after alleged repairs.
* * *
INITIAL BOOT PROBLEMS
On arrival the system failed to boot; nothing appeared beyond the Energy Star screen, as reported in November. System returned for repair the following day.
Reappeared after “repairs” almost two weeks later, and we were informed that the problem had been caused by a “loose processor fan”.
When opening the computer later to remove two DIMMs (see below) I found that the door-side case fan had been disconnected entirely; I reconnected the Molex plug and found that, once again, the computer would refuse to boot. Disconnecting the plug allowed the system to boot again. In other words, instead of fixing the problem, Alienware simply unplugged the problem and tried to gloss over it.
This is unacceptable; the system should work without compromising basic systems like cooling.
* * *
MEMORY ISSUES
During early weeks of use, encountered frequent crashes to BSOD. Tech support recommended removing DIMMs to find faulty RAM chip; in removing the chips, found disconnected fan.
Found mismatched DIMM; three of the four were Singaporean Crucial chips, while the fourth was American ditto. Noted size difference in individual chips on the RAM stick differentiating US stick from Singapore sticks. Removed that pair; no recorded BSOD crashes since, but running on half the memory [we] paid for.
Currently running course of Memtest 86 on individual sticks.
* * *
ONGOING STABILITY ISSUES
System has been constantly unstable, averaging 3-4 serious crashes per day (requiring reboot or crashing to reboot). On one occasion crashed to desktop and disabled DirectDraw and Direct3D until reboot.
Many crashes to desktop in various software, both applications and games. No apparent common denominator. Estimate a 30% crash per app run rate.
Appears to have trouble with MSI installers, averaging an approximate 20% non-completion and/or failure rate.
Winzip hangs in approximately 80% of file opens.
* * *
SYSTEM PROBLEMS
User name set on receipt to “your user name”. Changed Windows user name in Control Panel/Users, and changed system user name and company in registry, but in Documents And Settings and on process list still shows “your user name”.
Network problems – cannot connect to company or university LANs.
Cannot play video DVDs. Can access file structure through Explorer, but no DVD players work for video. Audio sometimes plays (30%), but never video. Occasionally crashes to desktop or, in two cases, reboot. Have tested bundled apps including PowerDVD, as well as 3rd-party apps such as Media Player 9/10, RealPlayer and WinDVD. No difference. Have downloaded MS and other codec packs, no effect.
2230, 18th of January: Audio device failed. Failure persists after reboot; no audio device detected. (20th January: Audio device inexplicably functioning again.)
The case keys were not returned after the repairs, and so I am now unable to lock the case. I was told replacements would be sent out to me, but a month later they have yet to appear.
* * *
BLOODY STUPID DESIGN “FEATURES”
When we buy a system from Dell – who of course are aimed at the “average” computer user – we get a system disc; it allows me to modify the Windows installation, add and remove bits, repair the installation or, if necessary, reinstall from scratch – but at all times it lets me control the process.
Buying a system from Alienware, a company that has built its reputation on building systems for people who know their way around computers, produces a “Respawn disc” which automatically reformats, repartitions and reinstalls. Though I have not tried this – I have no desire to spend days getting my system set up the way I want it again – I am informed that I have no say in any matters involving the reinstall or repartition. Supplying such a hands-off system, particularly given Alienware’s target market, is patronising, almost offensive.
Why does Alienware not provide an on-site warranty option? This is a big system to keep sending back, particularly if this is the sort of reliability I can expect.
* * *
RESULTING COSTS
I have personally spent somewhere in the region of £60-70 just on telephone bills (with no access to a land line, the freephone number is not free), not counting the costs caused by wasted time.
My [father] has also spent considerable time and effort to sort this out, which has resulted in several thousand pounds worth of costs.
* * *
DIAGNOSTICS
Ran Memtest-86 on the two apparently functioning DIMMs; in four hours, Test 5 reported a total of 13 errors in 7 passes.
Ran two instances of SP2004; thread 0 consistently failed after running no more than three minutes. Thread 1 failed soon after in approx. 50% of cases. In every case, SP2004 eventually crashed (showing Windows’ traditional “…has encountered a problem and needs to close” dialogue).
* * *
GENERAL COMMENTS
If I spend £3000 on a computer from a supposedly reputable company, I expect the system to work right out of the box. I do not expect to have to spend several weeks getting the system to do something as basic as run without crashing. In the month I have had the system (not counting time spent abroad over Christmas), I have had only some 30-35% effective use out of it; while I appreciate that teething troubles will always occur, this is ridiculous. In two decades of working with computers, I cannot recall any of my systems being this unreliable.
There are by now far too many things wrong for [us] to have any faith in a repaired system. We would like Alienware to build a new system to the same spec and deliver it to us – to the correct address, ideally – whereupon we will return this system at Alienware’s expense.
We also request compensation for the considerable time and money wasted on trying to fix this system. My [father] did, I am told, receive an offer for a USB key drive as compensation; obviously, such an insulting offer is beneath contempt. We are currently discussing appropriate compensation, but we would be likely to look favourably upon offers of certain hardware upgrades.
On the plus side, the speakers are nice.
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no subject
Date: 2006-01-29 12:35 pm (UTC)