Help! Warranty extension wrong, no response

I hope employees here from Alienware can help with an M17x R4 warranty extension I recently purchased, which didn't include Completecare as promised. A supervisor at Dell promised to call me back within 24 hrs, one week ago, but never did.

I purchased the laptop in October with 3-yr. onsite service and Completecare, and received an offer from Dell for a free gift card if I extended my warranty by 2/15/2013. I called on that day, a Dell representative gave me a price to extend that warranty to a total of 5 years, and verified several times during the call that it would extend both onsite service and Completecare. The warranty status indicates Completecare was not extended as promised.

I called Dell's phone number for order problems, two representatives told me I'd have to re-order, and pay more than I'd been quoted, to extend Completecare. I spoke to a supervisor, she said they still had a recording of my order phone conversation, that she'd review it and contact me within 24 hours to rectify the problem. She never did. I tried calling her this week, but the phone extension I have for her is apparently invalid.

Coincidentally, my wife, who orders computers for one of the largest private universities in Southern California, decided to order and try out an Alienware machine for her university. She ordered a warranty extension, under the same offer, on the same day as I did, and also ran into problems. Despite calling the number on the offer, she had to talk to six Dell representatives before finding one who would honor the gift card offer, then didn't receive an email confirmation of her order.

I'm in California, have worked with the state Attorney General's office before, and California has strict laws against practices like bait-and-switch. I know the executives at Dell are very familiar with those laws and don't want to do anything that runs afoul of them.

I'm also an engineer, and write about computers, for example the article in my signature about the ThinkPad W700 that's received hundreds of thousands of views. I'd planned to write about the M17x, and strongly believe that people should hear about great products, and would like to be able to say that Alienware stands behind what it tells its customers. One reason I went with Alienware was because of the great support I saw from Alienware employees in this forum. So please help!

 

Let's make sure you're heard then, Alienware is known for its great service and customer support, though every once and a while something can go wrong.
Sh*t happens sometimes and there's nothing wrong with that, AS LONG as it gets solved.

So...Reps, to the batcave!!

And looking forward to your Alienware review, how about you let us set you up first with the system, that way we're pretty sure it will get a Galactic score ^^

edit: to get you going, I suggest you contact Alienware-L_Porras ( http://forum.notebookreview.com/member.php?u=508812) on this forum, a Dell/Alienware rep who is of great community service around here. He will likely be able to help you with your situation. Good luck!

 

I just saw your post and would be glad to assist, please send me both. Your order number and service tag and I'll try my best to make this straight. If you have the original quote number that would also be of help to us.

 

Jiggymf and Luis, thanks for your help!

Luis, I'll PM the order#/service tag, and all names/contact-info I was given. I ordered via one sales rep during one phone call, so I didn't receive a quote #. But the supervisor said she had a recording of that phone call, which will confirm that extending Completecare was promised for the agreed-upon price.

Note that all the phone numbers/extensions I was given (even in the confirmation email) contained 5-digit extensions, but the phone system at those numbers always requested/accepted only 7-digit extensions, which customers say has been a problem for years! Dell really needs to fix that.

Thanks again!