Has anyone seen Alienware-L_Porras lately?

I have been trying to reach him for a while regarding repairs and he isn't replying,
I hope is he alright.

 

I'm assuming he gets dozens of messages every day, and more over the weekend. He doesn't seem to work weekends, so Monday is when he will hopefully respond.

If there's anything we may be able to help with, feel free to ask.

 

He could also be on vacation. Everyone needs a break on occasion.

 

Well i assumed too he was on vacation, but i tried contacting him on 4 different occasions to no reply, and i even tried here, and his posting history says that he has been active here, even this week.

 

He posted here on 2nd January, he may be loaded with requests due to holidays. If its something urgent reach out to Alienware on twitter that gets you the fastest reply.

 

I had contacted him on 12/17/13, 12/20/13 and 12/31/13, also i send him a pm on here too, but to no avail, i hope he is alright.

 

He responded to a PM I sent today. Are you sure you're sending messages to the correct person?

Click here to send him a private message.

 

I'm alright
During those days I wasn't able to reply to PM's because we were focused on getting feedback from the newly sold systems. @Rooshandark8, send me an e-mail with a quick overview of the issue you are experiencing and what you need me to do about it. I'll do it as soon as I see the e-mail on my inbox. I'm truly sorry about taking that long to reply. We usually try to get into every case but we had to change the focus during this Holiday Season.

 

Does anyone know whether he's on vacation? Because the only other explanation is that he is ignoring my request for tech support. Mind you a request i made months ago, after my previous thread. If he is backlogged, that is understandable, however the ignoring a customer on purpose isn't something a support representative should be doing, as that portrays the entire company in a bad light.

 

Since you are a US Customer, I'm not sure why he has not responded since his last post. Judging from his previous response, it looks like he intended to get back to you.

Have you already tried calling 1-800-ALIENWARE to speak with someone on the Costa Rica Tech Support team? That might be faster.

 

I haven't tried calling that number, as i think it would be much more easier to deal with the same support representative, who knows the system issues that i been having, If you wish i could forward you our latest correspondences, He did reply after his previous response on this thread, however after a reply to his PM where he asked for more details regarding repairs, he hasn't replied since then, and that was in February.

 

It would not help to send them to me because I am not a Dell employee and I don't have any direct face-to-face contact with Mr. Porras. I wish I could be more helpful.

Maybe if you call 1-800-ALIENWARE (be sure your call goes to Costa Rica Tech Support during normal business hours) and mention your communications with him to the Tech Support rep that assists you that would be helpful. That rep could get more details from Luis directly. If you end up speaking to someone with an Indian accent that could be an indication your call was routed to Dell Support in error. I recommend avoiding Dell Support whenever possible because the Alienware Support staff in the US and Costa Rica are generally more helpful, very customer-centric, and they seem to have more technical knowledge than the people working in Dell's Level 1 Tech Support.

 

I will wait till Tuesday to see if L_Porras replies before calling them. Oh and recently i upgraded from Windows 7 to 8 than to 8.1, and i been having some issues. I would like to restore it to factory, but for some reason it's not letting me. Possibly because i don't have the Windows 8 disc. Do you know any way i can reset it back to Factory ? Or would i have to request a recovery disc?

 

He doesn't work weekends. You can send an email to him (and the rest of the team) using this address: [email protected]

Luis will help you out. You just have to be persistent. He once said my PM's were buried among dozens of others, which is why he did not reply so quickly. Just shoot him one PM per day until he answers. Or send an email to the address above and you should receive a response from somebody.

vBulletin needs a feature where you can "bump" your PM by sending the exact same message, once every 24 hours. This would make things easier as opposed to having a spammed inbox.

 

I completely agree that vBulletin needs that feature, Again i think i shall wait till Tuesday before contacting anyone else. I think you have a solid advice about the daily email though. Any chance you know what i can do about my windows issue that i mentioned in my previous post?

 

Here's a great resource thread created by Mr. Fox: http://forum.notebookreview.com/ali...s-helpful-threads-posts-see-post-1-index.html

Just search for "Windows" or something in the thread search bar. Hopefully you'll find everything you need there.

 

That link was extremely helpful, Thank You. Now if only i can figure out how to recover my recovery partition.

 

If you post a quick summary what the problem is, forum members could try to help you sorting it out

 

Posts after the above one have been moved into a new thread:
http://forum.notebookreview.com/alienware-17-m17x/751391-alienrespawn-problem.html