Alienware support in India sucks

8 months ago I purchased the M14x plonking down a good bit of money.
Within this period of 8 months I had to make 4 support calls for 4 different problems that had cropped up in the system.All 4 times some or the other part had to be replaced.The support at all these call were pretty decent and my issue was resolved.

Now after 8 months two new problems have cropped up.One is the overheating issue where the laptop reaches insane temperatures even after a short period of usage and shuts down.Another problem is with the subwoofer which stopped working.
As usual I called tech support,they directed me towards an escalation department as I complained about the repeated calls I had to make to tech support regarding the laptop over the past few months.
From here my actual ordeal starts.

First time they issued a new subwoofer and told me that overheating issue would be fixed via remote diagnosis.The technician came and replaced the subwoofer,but the subwoofer still failed to function.
After remote diagnosis the dell rep confirmed the issue and issued another replacement of the subwoofer and a new motherboard.
Again the next day the technician came and replace both the the components but the subwoofer still could not work and also the overheating problem had worsened.
Now the dell rep told me that he will talk to the L3 team about this issue and he would get back to me.
He never got back to me & after two days I had to call him again so this is what he told me "Systems have their limitations so you cannot play music at more than 50% volume and also you should not game for more than an hour continuously on the laptop".I was dumbfounded by his reply.I told him it was not acceptable and told him to put me through to his supervisor,for which he put me on hold for an hour.After an hour of waiting he told me that his supervisor was not available but he would give me a call back.It has since been 3 days but till now I have not received and kind of call from Dell.

This whole ordeal had wasted so much of time and still the issue has not been resolved.It has been 10days since the first call. Unlike in the USA we do not have any BBB to complain to,so now I do not know what to do.
I have even sent a message in the "Issue Unresolved?" link on dell's support page 3days back but still did not get any reply.

Sorry for the long post but I had no other option left.

Someone please help me out of this issue.....

 

You think thats bad? I sent my m11x in for repair 3 times over the past 2 months. JUST FOR HINGES!!!!!!!!!!! They actually fixed the hinges the first time but after I got the system back it was never the same, so the following 2 times were just to fix their mistakes from the first time they opened my system. The best part is the second time I sent it in, I got it back with just windows reinstalled when the problem was CLEARLY hardware related (mobo). So yea, I was without my laptop for a good 4 weeks in 2 months. Nice right?

 

Atleast your laptop was fixed.....
Mine is still unusable for more than an hour at a stretch

 

Has someone experienced good tech support from India?

 

No, the thing is the support from India is more concerned with how many calls they can rifle through in a day than actually taking time with each customer to make sure they are fixing the issue at hand.

 

same here. all tech support does is take your call and replace your part. i am so fed up of constant parts replacement. my laptop body is all loose now. its broken at certain place. it creaks

i have had 2 heat sink change and one mother board change and overheating is still rampant. now i am scared of calling tech support. because all they will do is replace my mobo with some refurbished one which will most probably overheat just like this one or even more.

I messaged them on alienware india fb page. no response till now . i emailed them on [email protected]. same.I am fed up.

I am really considering getting a good lawyer and taking dell india to court for this . they really sold us R1 as beta testers. i didnt pay a fortune to be a beta tester.

All those from india, pm me. let us all together make dell realise the consequences of selling bad product and zero service.

 

I have worked at multiple call centers for various brands including Dell. Most of the people I worked with were from India and various other countries but I don't live in India.

Do realize that people from India do actually live in North America. If you don't like who you are talking to call back and speak to someone else.

 

People are talking about call centers IN India. Not Indian people who work at Dell in America lol

 

Dell/Alienware support has given me more white hairs than law school.

Maybe my next company laptop experience will be better but I don't think I'm going to get my hopes up. Ownership has made me a cynic.

 

question: are you indian? you speak hindi fluently?

 

Yeah,
Why do you ask???

 

you know what to do

get their personal phone # and hit em up with a rishwat.

Or try to make different calls like management? anyone higher up in dell india.

 

Woaw, what a great solution this is: offer to bribe(rishwat) the technician through a personal call? That's how problems are dealt with by your ways?

 

Dude were you joking...

Your idea would be good if we were dealing with the government not a private company

 

chaitu, try contacting the dell team through alienware india page on facebook. Their fb team is different from the tech reps you talk to on phone and evidently they are far more responsive.

 

Yeah did that..
A rep from corporate team called me,
They told me to send the laptop to them.
Lets see how this goes...

Sent from my Transformer Prime TF201 using Tapatalk 2

 

I've had excellent service from India. It's all about who you get.

I was on hold for 5 minutes and my issues was resolved in less than 10 minutes.

I do not doubt that some of you have had awful reps - it's the luck of the draw when calling foreign call centres.

 

Hey is a temperature of 87 degrees for the GPU normal.
I am running at stock settings,and i have also cleaned the laptop from dust.....
Please help...

 

nope. 87 is not normal for GPU. Get that checked.

 

Ok will tell the rep after the laptop reaches them...
Thank you..

Sent from my Transformer Prime TF201 using Tapatalk 2

 

The support there is hit or miss. My m11x r1 used to reach 88 degrees EASY and he kept telling me it was normal. I asked him if its normal why is my laptop shutting off instantly during WoW raids? They went ahead and replaced the GPU/paste/heatsink.

 

Thats what they are paid to say.

 

Surprising to see that none of the alienware representatives on the forum are posting on this thread

Sent from my Transformer Prime TF201 using Tapatalk 2

 

they are instructed to avoid many conversations, i'm sure. they tend to go silent on the FB page as well, but you may get one or two posts out of them along the way.

 

Just got off the phone with customer rep and he says the same crap about not using the speakers at more than 60% volume and also to use my system in an AC room only.This is the explanation that he gives me for this and these are his exact words

"Cars also have high speeds given on the speedometer but that does not mean they can go that fast,so similarly just because you have an alienware you cannot expect it to use it to its maximum capacity".
After hearing this I saw no point in continuing my conversation with him and just told him to send me back my laptop.
But seriously is this the kind of customer service that a fancy brand like alienware provide??
Did I pay only 60% of the price of the laptop??No ,so when I pay full price for it then I expect to use it to its full potential....
Do I have any recourse for this?
Someone please help me

 

I'm glad i dont live in india.

 

I'm in the same boat. My machine just died after owning it for 6 months. Because it was outlet, and had a previous owner, they wont even talk to me.

 

After several IVR sessions I had made it to the escalations team.

SERVICE TAG : 3X2X4K1

After a month of begging & requesting finally there was a technician yesterday with half the parts from requested & that too TOTALLY FAULTY.

OBSERVATIONS & PROBLEMS ALL UNDER TECHNICIAN SUPERVISION AND EVIDENCE

1) Motherboard - It was supposed to be replaced because keys weren't working, after the swap keys started working but the AlienFX lights went a total curfew, it won't turn on no matter what.
NONE OF THE LIGHTS ARE TURNING ON WITH THE NEW MoBo, BUT AS SOON AS YOU CHANGE IT WITH THE OLD ONE IT, ALL LIGHTS GLOW!
TECHNICIAN DECLARED THE REPLACEMENT MOTHERBOARD FAULTY


2) Blu-Ray Drive - After the swap it did start reading disks but the disk wouldn't eject NO MATTER WHAT. TECHNICIAN HAD TO OPEN UP THE SYSTEM AGAIN AND GET THE DISC OUT! IT WAS MY WIN 7 ORIGINAL DISC.
TECHNICIAN DECLARES THE REPLACEMENT BLU-RAY FAULTY


3) LCD Assembly - After the swap, I got the screen backlights. BUT...THE WEBCAM AND MICROPHONE (ON LCD ACCEMBLY) WENT UNRECOGNISABLE! THEY WON'T WORK/DETECT NO MATTER WHAT
BUT THEY WERE WORKING FINE ON THE OLD ACCEMBLY.
TECHNICIAN DECLARES THE REPLACEMENT LCD-ASSEMBLY FAULTY


4) SCREEN FLICKERING REMAINS, AFTER FORMAT COMPUTER WON'T EVEN DETECT MY GRAPHICS CARD, AS SOON AS I TRY INSTALLING/REPLACING/REINSTALLING DRIVERS ON A FRESH OS INSTALL, IT GIVES BLUE SCREEN OF DEATH.
TRIED WITH 4 DIFFERENT DRIVER VERSIONS FROM DELL WEBSITE
TECHNICIAN DECLARES THE GRAPHICS CARD FAULTY - [NOT SHIPPED ALONG]

5) Laptop Base Assembly - The order included a laptop base assembly, BUT WASN'T SHIPPED WITH MY ORDER, THE TECHNICIAN SAID, HE HAS NO CLUE ABOUT IT, CALLED SARABJEET FROM DELL ESCALATIONS, HE SAID HE HAS NO CLUE TOO WHY WASN'T IT SHIPPED ALONG WITH ORDER
TECHNICIAN DECLARES IT'LL BE CHANGED - [NOT SHIPPED ALONG]

6) USB Ports on the right side of the system - As I had a word with one of the dell agent while describing the order, I told them one of the USB Port on the right side won't work, they said they're on the MoBo, but TECHNICIAN SAID THOSE AREN'T!
NO REPLACEMENT USB PORTS (RIGHT SIDE) SHIPPED
TECHNICIAN DECLARES IT'LL BE CHANGED - [NOT SHIPPED ALONG]

7) POWER SWITCH & FUNCTION/TOUCH BUTTONS STRIP - AFTER ASSEMBLING AND REASSEMBLING THE LAPTOP FOR A ZILLION TIMES, THE HINGES CONNECTING THE POWER SWITCH AND THE FUNCTION/TOUCH BUTTONS (VOLUME, WIFI..ETC) STRIP HAS BROKEN FROM THE HINGES THE LAPTOP WON'T COMPLETELY CLOSE AND THERE IS A GAP IN THE HINGES, ALSO THE WHOLE STRIP REMAINS BULGED AND AT TIMES THE POWER SWITCH WON'T WORK AND CANNOT TURN ON THE LAPTOP-
TECHNICIAN KNOWS THIS- REPLACEMENT NEEDED

P.S. : FANS, RAM & HDD - THE FANS THOSE WERE SUPPOSED TO BE NOISY AND REPLACED WERE THE FANS ON THE BOTTOM CORNERS OF THE COMPUTER NOT THE HDD FAN! [NO FAN COUPLE SENT]

RAM - JUST ONE RAM SENT, AS LAPTOP SHOWS 2GB RAM SOMETIMES AND SOMETIMES 4GB, LAPTOP NEEDS BOTH THE RAMs, BUT JUST ONE SENT.
TECHNICIAN SAID REPLACEMENT WILL BE DONE ONLY AFTER BOTH THE RAMS (2GB X 2) WILL BE SHIPPED -[NOT SHIPPED]

HDD - MY COMPUTER RUNS ON AN NVIDIA RAID 1 STRIPE WITH 250GB X 2 SEAGATE HDD BUT I RECEIVED JUST ONE 250GB HDD REPLACEMENT
TECHNICIAN SAID REPLACEMENT WILL BE DONE ONLY AFTER BOTH THE HDDS (250GB X 2) WILL BE SHIPPED [NOT SHIPPED]

I'VE ALL THE PROBLEMS LISTED AND STATED ABOVE
I'LL KINDLY REQUEST YOU TO PLEASE TAKE IT INTO NOTE AND UPDATE ME
WITH AN RESOLUTION AND ETA ASAP

TECHNICIAN/ENGINEER NAME - AJIT
ENGINEER ID - 267515
TVSE
MOBILE NO - 09711802205

I WON'T BE AVAILABLE ON THE SAME SERVICE/CUSTOMER ADDRESS ANYMORE
KINDLY UPDATE THE NEW SERVICE ADDRESS, AND ALL THE NEXT INSTALLATIONS & SERVICES SHOULD BE CARRIED OUT ONLY ON THIS ADDRESS,

Manish Luhana
303 Block-A,
Siddhi Residency,
Behind Suryam Residency,
Pal Road, Near pal village,
Adajan, Surat (Gujarat) - 394510
Mob- 09427650799(w.e.f. 01/09/'13- Gujarat) & 08447309191(Delhi)


I BEG YOU FOR ONE AND THE LAST TIME PLEASE MAKE THIS PIECE OF CRAP WORK PLEASE!
I'M TIRED OF THIS! I REALLY AM! :-(

 

please stop firing capitals, it's irritating to read

 

It's not normal in a WELL-COOLED system, but sort of common in laptops I suppose?
Anyway it's no where near critical temp, my old laptop keeps it's gpu at 90-94 C when gaming, due to the pathetic cooling it has
I've done everything I could: having a cooling pad with fan directly blowing at intake, taking off the maintainence lid, clearing the dust, repasting on both cpu and gpu
It got stablized a bit from throttling, but still pretty tragic. That's why I got my Alienware