Escalation

Hi!

I have had good support from dell regarding my alienware but now they have sent my support request regarding my Graphics cards that they have replaced several times to the escalation team. What does that mean?

Regards Joel

 

They most likely need to submit the request to the team leader or ops manager to get the request actioned. It's reasonable since your GPU has died several times already. The team leader or ops manager will have to decide on what course of action will need to be taken. You could potentially need a new mobo if your GPU is dying at the rate it already has. I've seen/heard of this problem before.

 

I'd be inclined to think you may be getting a complete replacement. It has to be escalated after multiple attempts and depending in your country you might get an offer of a brand new one quickly (UK) or you may get messed around while they try to find a suitable used one that has been refurbished in the outlet (US).

That is what usually happens if you ask them for a replacement after three on-site fixes (but it's completely at their discretion).

I'd call for an update since they will drag their heels if they think something may come along and you're not hassling - I usually go for the sympathy ploy "Please help me I need this machine and it's been giving me problems for ages". Way better than demanding your rights.

Good Luck

PS If that is the case post your current specs and the offer, I can help there as like-for-like depends on your usage as well as performance, and you can argue an offer .

 

It depends on the type of escalation that's being done. I would believe it is to replace the machine but since I don't have the case details I can't tell for sure. Why not just asking the person that you've been dealing with?