I'm returning my 14 (horror story from sales to support)

First of all I want to say that I used to be an Alienware fan, I've owned M17x, M14x and recently bought TWO 14 (one for me, one for gf.)

However, I am really disappointed at how Alienware handled my AW14, from ordering to support. Just thought I'd share my story with you guys.

Aug 02: Sales rep A (won't reveal full name) gives me an AW14 quote, sales rep was away when I decided to make the purchase, so I ordered online. Sales rep A was not happy and asked me to wait for her next time. I planned to get two anyways so I promised her.
Aug 09: Alienware had a promotion but sales rep A was away again, so I got a quote from sales rep B. However I promised sales rep A I'd wait, so I did.
Aug 14: Sales rep A returns from leave, and tells me the promotion is over and she cannot honour my quote anymore (WHAT?!)
Aug 16: I needed my second AW14, so reluctantly I accepted the inferior offer.
Aug 22: My (second) AW14 arrives with power issues, tried to solve it myself by reading online etc, but ultimately after a week I called Dell for support.
Sep 11: Motherboard and power adapter replaced by technician - power working, however sound no longer working.
Sep 18: Second Motherboard (AGAIN) and speaker replacement by technician - speaker still partially broken. Turns out an audio cable (white thick one with purple tip) is ripped. Communicated this to Alienware.
Sep 23: Palmrest replacement arrives which DOESN'T include that cable, communicated with Alienware again, no one seems to understand!
Oct 01: Waited a week, no response, I asked the technician to get Alienware to call me, he said Alienware will call me "soon".
Oct 03: Waited 2 days, still no response, I called Alienware directly to lodge a complaint.
Oct 04: Spent a lot of time over the phone to negotiate a replacement unit with an extra year of warranty.
Oct 07: Email arrives asking me to reply with acceptance message, however the quote only had ONE year warranty, almost got tricked into accepting. I replied with an angry email asking for a refund plus wireless AC card (since the Killer wireless is so bad!) and a 256gb mSATA for all the trouble - these are for my other AW14.
Oct 08: Alienware responds with updated quote for 2 year warranty, without even acknowledging everything else that I've said. I simply replied asking them to read my email again.
Oct 09: Still waiting.

As you can see I've been jerked around for two months, from sales rep asking me to wait then not honouring a promotion, to wasting time with a non-functioning unit. I have been patient with waiting and have given my utmost tolerance. I'm more disappointed than angry, because I trusted the brand so much and I loved all of my previous Alienwares.

Do you guys think I'm being reasonable here? Thanks for reading.

 

Faults on both sides. I would ask the to swap the system out with a new one. You asking them to compensate you with 2 years of warranty, a wireless AC card, and a 256GB mSATA drive is ridiculous. Return the system and get a new one (or don't). Simple as that and you won't have to go through any more hassles.

 

Thanks for your reply - I understand the mSATA part might be a bit much. However I forgot to mention that the Wireless AC was part of the promotion that the sales rep could not honour.

If that is the case, do you think it is reasonable for me to demand what the original promotion was, to compensate for my overall bad experience?

 

I agree with Stock, two year warrant plus a wireless card plus a SSD is too much. They should fix the unit, or replace it, and extend the warranty to cover down time. Sounds like the two year quote might be a good deal...

 

you are the customer...why bother to WAIT for a rep just not to upset her?
that rep being away was not your fault, with that said you shouldn't have promised her anything beforehead
turned out your courtesy bit you back

I bought mine straight from the online store, getting quotes really is the ancient way to shop
ordering online is clear and immediate, saving troubles for both company and customer

 

You're right, I just thought since she was so helpful with my first purchase, I'd be nice. And yes, now it has indeed bit me back hard. I missed out on a free processor + Wireless AC upgrade.

Alienware still hasn't called me back yet, despite their 8 working hour response guaranteed.

 

If you were supposed to get a free processor upgrade during that promotional period when you could have ordered, I would definitely bring it up and ask them to do that for you at the very least (with the warranty thrown in as well).

Also, Dell representatives are allowed to issue partial refunds (which I believe is up to 10% in most circumstances). I recently received an XPS 14 that had some damage on the corner and I was able to get 15% of the purchase price back. YMMV of course.

These are the 2 options that I would present them with. Regardless of either option, ask for them to replace the machine itself and throw in some period of extended warranty as your current device is a clear indication that you may need it some time down the road.

Good luck!

 

Sorry to hear you are are having issues with the support techs. I also believe that we could extend the warranty up to the time taken to resolve. But besides that, the quotes state that they are only valid for a certain amount of time. I would just ask for the replacement machine or the full refund and order a new one (Option 1 is easier and quicker though).
Are you handling that with the sales department or 1-800-Alienware?

 

Thanks StockDC2, I'm still waiting for them to get back to me, if they decline my mSATA request I'll ask for a processor upgrade.

Their 8-business hour response integrity has basically gone down the drain.

 

Hi Porras, yes initially I explicitly asked the rep whether the quote can wait until she returns from leave. She said yes and so I waited.

I'm based in New Zealand, and I emailed [email protected] and also called 0800 335 540.

I don't mind if they counter-offer me, but I believe the response rate is way too slow. I'm practically waiting 1/2 - 1 week everytime I communicate with them!

 

No problem .

I would call them every day and ask about the status. If they can't help you, ask to be connected with a supervisor. I would also contact the returns department and speak with someone from there. I believe they have more authority than the normal sales/repair people.

 

I've been having serious issues with my laptop pretty much since I bought it too, anyone got any tips on how to get a full refund? I't been in repairs twice, has had the keyboard, motherboard and hard drive replaced AND it's still having the same problem it had in the first place. Countless phonecalls well over £50 and it's been out of action weeks at a time...