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    Awesome dell customer service

    Discussion in 'Alienware 17 and M17x' started by U2WAR, Oct 9, 2014.

  1. U2WAR

    U2WAR Notebook Consultant

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    Okay here's a short but brief story. The onboard graphics decided to quit thankfully within the warranty period. I called tech support and with no hassle they decided to send a tech out to replace the motherboard and the discrete graphics card just to be on the safe side. However the tech they contract it out is being a tool I have a set schedule and he doesn't want to work around it he's like the cable man available between 9am-5pm.
    Since Michael Dell has taken over the company I have seen a huge change in customer service that I can actually understand and relate to.
     
    U2WAR, Oct 9, 2014
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  2. Alienware-L_Porras

    Alienware-L_Porras Company Representative

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    Unfortunately, that's the schedule they've always had. They aren't able to go off-schedule unless an extra fee is paid to their company I believe. Same goes for weekends, they don't usually work on weekends.
     
    Alienware-L_Porras, Oct 9, 2014
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  3. U2WAR

    U2WAR Notebook Consultant

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    The tech got upset I called dell to reschedule. He said in a threatening tone that I have your parts you deal with me and I make the schedule not you or dell. What do you think should I request a new tech.
     
    U2WAR, Oct 10, 2014
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  4. U2WAR

    U2WAR Notebook Consultant

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    The tech has arrived some what on time. He was nice enough to put the memory on top the MLB so I wouldn't have to take it apart in order to expand the memory.
    I guess his supervisor told him who I worked for and he changed his tone.
     
    U2WAR, Oct 10, 2014
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  5. Alienware-L_Porras

    Alienware-L_Porras Company Representative

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    I still would like to escalate that for you, if you send me your DPS # on a PM I'll send your message to the people in charge of the area. That's definitely not a good approach from the tech, I apologize on behalf of the company for the issues you had to go through.

    Regards,

    Luis.
     
    Alienware-L_Porras, Oct 10, 2014
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    tinker_xp and Ferris23 like this.
  6. U2WAR

    U2WAR Notebook Consultant

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    The tech did Finnish up and he didn't plug in the speaker cable so as a result he had to take apart the palm rest. The system was very slow so I had to fix that issue. As it stands the system runs flawless. But it doesn't excuse his demeanor over the phone. I have always meet a fan of dell products and I lived in Austin TX for 15 years and had the pleasure of meeting Michael Dell on career day.

    Pm sent
     
    U2WAR, Oct 11, 2014
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  7. Alienware-L_Porras

    Alienware-L_Porras Company Representative

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    Thanks for the info, I'll escalate the tech. I'm glad everything is going better now.
     
    Alienware-L_Porras, Oct 13, 2014
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