Alienware, possibly the worst customer service in the workd!

So Ive had a new motherboard, new graphics card fitted, spent countless hours with dells support team on the phone (me phoning them as they never get back to me) and home visits (4 times they never even turned up) and nearly two months on I still havent got a fully working laptop, it keeps falling over asking for the 240W PSU that was supposedly supplied with the laptop instead I was given a 180W psu and have had this problem since day one yet dell/ Alienware refuse to swap it over dispite one of their own engineers witnessing the fault whilst he was here as advising that it definitly needs the higher power PSU.
Never again will i consider buying or recommendind any dell products, they are absoluty a waste of time and money imo, as for customer service, i dont think dell have heard of such a thing..... absolutly useless imo!

 

Alienware is known for it's excellent customer support, so no need for all the bashing (especially not if you would like it solved).
Of course there always is a chance you just have bad luck, i'm sure you will be able to get it sorted.

Maybe you can contact one of the Alienware representatives here on the forum, i'm sure they will be able to assist you in solving this.

 

I have no wish to disrespect Alienware staff, they obviously are only doing their job and probably have their hands tied by Dells red tape but when you pay over £2000 for a top spec laptop then you expect a top spec laptop that works, if it doesn't then you would expect the company to pull out all the stops to sort out the issue and provide a service that keeps the cudtomer happy, after all a happy customer is a customer for life and also one who recommends their products to their friends and family, I am far from being a happy customer and 2 months in and still not having a product that is fit for purpose is not good for a companies profile, I am only stating the facts and feel very let down by Dell/ Alienware, as for their excellent customer service... well.... I wish I could agree but its far far from excellent or even satisfactory.

 

See, I've only had good experiences.. had a speaker go out and the next day someone came to replace it. Pretty good cust svc there, however your laptop not getting shipped with a high enough PSU is BS...

 

What cpu and gpu does your notebook have?

We should be able to confirm the psu you'd need for that, if thats the case, dell shouldnt really have an option swapping it or not, they have to give you the right one.

If you can't get through, we have rep's residing here on the forum who might be able to help you out and quicken the process for you.

Hope its solved quickly, it's pretty fubar spending an arm and a leg on something which isn't working correctly.
Just hang in there, once it does work as it should, the problems will hopefully quickly be replaced with happiness:thumbsup:

 

I also can attest that a far as ALIENWARE support goes, i think its topnotch. When my r1 was failing due to design flaws.. the upgraded me to an r2, and gamve me mroe memory, a blu ray player, etc...
In fact, today i called to extend my warranty on my r2 for anotehr year... i know its not to smart.. but still, I love their service (and the company i work for pays for it sicne I use it for work), and the rep tried to give me a discount (which he could not on a warranty), but at least threw me a freebie (bioshok infinite preorder)
So for Alienware, i have to admit i am very happy with them. Now, for dell... thats a whole other story

 

We hear ya. No need to get grouchy about it. One thing to remember. The bottom level phone support reps are getting their how-to-fix-it steps from a computer screen. I have it on good authority most have never even opened up a notebook to repair it in their lives. They're just reading from a script. With that in mind, there are Alienware reps here in the forums that will not only bend over backwards to help you, but also have "intimate" knowledge of their trademark systems. I suggest you reach out to them for help with your conundrum.

 

This guy is talking truth here. I recently got a printer for my Alienware M17x R3, and was having all sorts of network issues with it. I called up tech support, and the guy didn't speak english... tried to sell me a warranty... and was generally incompetent.

I hung up, called back, asked for a supervisor... they put me in touch with a tech support rep, who remotely connected to my PC and fixed my network issues in under 5 minutes. She was very friendly, professional, and even updated the printer's firmware FOR me. Above and beyond, especially with my experience with tech support.

Moral of the story: If you're not getting anywhere with tech support. HANG UP. Call back. Ask to talk to a supervisor. It's the only way to get in touch with the people who know anything. Like they say... half these low level phone support people are from India and don't have a clue of what they're talking about. They're there to help Grandma Moses turn on her laptop, and sell warranty plans. That's it.