Alienware Tech Support Lies

I called a few weeks ago and asked that my fans get replaced after I discovered the one under the CPU was making a strange grinding noise. My CPU temps then went way up, so I stopped using it. Anyway, they said this would be a 3-5 day process. The tech I spoke with insisted that I have all fans replaced and in addition to that, the heatsink. I accepted this, keeping in mind that I might as well get them fixed before they too need to be replaced in the future.

So, I've been expecting a call from the dispatcher that's supposed to come out to my house and replace the fans for the last two weeks. After five days passed, I called Dell and asked what the current status was on the repair. They said that the parts had yet to be shipped out, but thanked me for my patience and said they would be shipped out the following day, and that I should expect a call from the dispatcher within two days. Well, I never received a call, so I called back another time, and I got the same answer. This keeps happening, and I'm getting tired of it. I would have easily fixed it by myself had I known it would take this long. Regardless, my question is, should I call and demand to speak to a manager, or just suffer and play on my 2004 HP craptop? For the amount of money I paid for this machine, I'm extremely disappointed with the customer service that has gone along with it. Anyways, /end rant. Anyone have any suggestions?

 

You could keep letting them do that to you...or ask to speak to a manager.
You know the answer.

 

If you can get hold of the tech support case number, you can use Dell's unresolved issue system to escalate the case.

From what I've heard, the people who monitor the unresolved cases are based in the US and actually care if your issue gets resolved or not. People around here have reported great success, so it's worth giving it a try.

 

Manager. +1 for persistence.