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    Need input for escalations.

    Discussion in 'Alienware 17 and M17x' started by Divide_by_Zero, Dec 17, 2010.

  1. Divide_by_Zero

    Divide_by_Zero Notebook Guru

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    So I have had a nightmare of a time getting replacement parts for my m17x R2.

    Have had unresolved system freezes, a motherboard replaced by an on-site tech who physically damaged my system case and screen, the tech also ripped the connector from the primary GPU fan to the motherboard causing me to wait another day to get a replacement. The problem persisted and I asked to be sent new RAM and the tech offered a new SSD as well to rule out problems but she issued the dispatch with a factory image on the SSD and apparently they can't do alienware images from where the parts are sent so they cancelled my dispatch without calling me. I thought the parts would be here today but when I got home and checked my email (after the time FedEx/UPS deliver to my area) and there was no tracking... So I called back today to get a new dispatch for the same parts and after going out with my wife for the evening I came back to check my email only to have no dispatch or shipping info in my email. So I called tech support to get the details and they said the dispatch was done with an on-site tech request!!! !

    So parts I should've had today won't be here until Monday/Tues. Aside from that I was granted an exchange but that'll give me a refurb system which is BS imo. The tech support screws something up EVERY SINGLE TIME I call them... it's like some cosmic joke. The manager I just spoke with while typing this said there is nothing he can do and didn't even offer any reason other than "sorry" as to why I've received all of this terrible service. How can 3 dispatches, a tech replacing a mobo and ripping out a fan cable, and a tech physically marring my pristine laptop just satisfied with sorry?

    All of this happens outside the window of returning it and I really, really wish that is what I could do but I'm at the mercy of a corporate blood-sucking company that lies to their customers. Next day service? Sorry sir, but this part may take 3-5 days. Yea, and the entire optiplex lawsuit. God, I'm the moron for not researching this more.

    Anyways, back to the point, I should be using the tech support escalations then right? Since they are the morons that have literally screwed up every single aspect of me getting this piece of garbage fixed.
     
    Divide_by_Zero, Dec 17, 2010
    #1
  2. BatBoy

    BatBoy Notebook Nobel Laureate

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    See my post in the thread which is set aside for this...

    http://forum.notebookreview.com/ali...placement-systems-warranty-repair-issues.html

    As I mentioned in my earlier PM to you, complete the escalation web form using the current case#. Describe the damage which was caused and the run-around you are receiving when calling. Ask for a rep to contact you. Pretty basic - just tell them what is happening with the onsite tech and the support phone reps.

    Closing this thread as you have your main one ( http://forum.notebookreview.com/alienware-m17x/539626-bsod-lockup-restarts.html) and the warranty issues thread (linked above) for discussion on contact with escalations.

    Thanks.
     
    BatBoy, Dec 17, 2010
    #2