Horrible AW customer support

To start off my laptop has had the LCD replaced twice and the camera replaced as well. Now my GPU went out more than 3 weeks ago and I had to haggle so much just to get them to send a tech out. The first tech scratched up my touchpad and broke off one of the pegs from the bottom back plate, the card that dell sent him was DOA so he had to order a new card, after 2 weeks another tech comes by and to our surprise they never sent a new graphic card but sent the heatsink instead.... this has been the worst support I've gotten so far and honestly will not be buying from Dell or Alienware again.. I used to love using this laptop and now I can't wait to get rid of it. They also denied my exchange request because it requires service on 1 single part 3 times and they all have to be within a year... ridiculous. Sorry about that, I just had to vent some of the frustration out, for someone to spend $2k+ on a laptop and $300 on the extended warranty, the service I've gotten is not worth a fraction of that.

 

What country are you in? Sucky service for sure.

 

I'm in the US in the state of Florida which is where AW headquarters is at. Still the support is horrible, every time I call I can barely understand the representative because of their thick accent but that's besides the point.

 

No excuse then (except for the PR support operation). I only ask as that is often the case in other countries. Guess AW really are going down the tubes when US residents get this service.

Time to move on, I did because of their terrible work lately .

The reps here can get involved since you're on the US though. That replacement thing is purely at their discretion. They have internal guidance but no obligation. If the supervisor has a bad day you get blanked.

I got a brand new model after a few home repairs but I hear lately that in the US they make you wait until something suitable turns up at the outlet. More poor service based on previous offerings, not worth the money anymore, and I've always renewed. .

 

I hope so because the customer support has been horrible, the agent that was suppose to send out the parts even forgot and I had to email him again just to remind him, I'm just in disbelief about how bad it is. When I bought my AW 17 in late 2012 I heard mostly good thing about AW and their support, and now it just seems sad how bad it's gotten in a couple of years.

 

That is horrible support! Sheeesh!!

For me, I had an Alienware 18 with a 770M GTX and 4700HQ i7 CPU.

I complained to them about screen bleeding, they replaced the screen twice within 1 day each then they gave me a new laptop which had a better CPU, a 4810MQ and a Radeon R9 M290X Crossfire.....

then I had a complaint about a CPU cache hierarchy error.....so they replaced my CPU.......still the same......then they gave me another replacement, this time a much upgraded one which has:

4900MQ i7 CPU + 780M GTX SLI all for free!

This has been the best warranty support I have ever experienced! you don't need to speak to the clowns at the call center, ask to speak to a manager

 

Wow, I wish I could get half the support you were given.

 

initially, when I spoke to the call center agents, it was no better than your experience, they don't even know how to troubleshoot or do basic stuff.. You need to speak to the right people man, speaking to them agents is just a waste of your time and needless anger

 

I'm sorry to hear about your experience. Send us an email to [email protected] with your service tag and a brief description of the issue and we'll get you sorted out.