Worst Customer Service Ever.

I am a U.S. Army Colonel with Cyber Command, and so far Alienware has provided the worst customer service for the highest price I have ever seen.

I purchased the computer on 8 Jan 2013, on 15 December 2013 I returned to the States and my Alienware MX17 began having troubles with the "Switch graphics Card" not recognizing the AC adapter (Continuing on battery power). This is a FREQUENT problem with Alienware computers. At first things went fine, Under warranty, a Tech arrived at my hotel room and replaced the motherboard and AC adapter, however by 10 January 2014, the problem was back.

This time When I attempted to contact Customer service, I got a string of Hispanic assistants who either had little grasp of the English language, or have been schooled in making the process to discourage customers, endlessly repeating everything I said blatantly incorrectly.

I was then informed my computer was "Out of warranty" and if I sent it to them that in 14 to 30 days they could diagnose it as a ONE TIME COURTESY.

When I pointed out that the previous warranty work, less then 30 days ago, was for the same problem and was obviously ineffective, they explained that the problem I was having now (Switch graphic Card) was NOT the problem I had then.

What did they replace? the AC adapter Sir, well isn't THAT a Coincidence? (Uncomfortable silence)

I then tried the Tack of "do you warranty your repair work?

The answer I got... NO Apparently Alienware is not confident of it's OWN REPAIRS and if the problem persists past the warranty period it is the user's problem

I was forced to have the repair work down myself, and then prove to Alienware that the computer was in working order, before I could purchase the extended warranty in anticipation of this FREQUENT problem happening again.

The alternative was to scrap a $5,000 computer that was only a year old.

I advise everyone to STAY AWAY from Alien ware AND Dell and warn off as many people as possible.

 

I totally know where you are coming from with support with Alienware as of late. I guess the only question would be that why did they not try and offer and extension to your warranty?

 

Extension? why did they not warranty the work they did less then 30 days ago? Like most other companies, Outsource to a different country who obviously cares nothing for the people in THIS country

 

Well I wont argue with that point and I do agree the support has gone to the ter as I have never had any issues with support until recently.

 

Happens every time a company Outsources Customer Service. Came thing happened to Chrysler, they went to India

 

Open a BBB complaint, contact Alienware / Dell Social Media, and contact Alienware reps on the forum. That should gain some attention and hopefully warranty the previous repairs done on your machine.

 

Do as I did when Alienware tried to hose me on a warranty claim on my M15x, Contact your state attorney general consumer complaint and affairs dept. Alienware's tune changed completely when I did that.

 

WOW good Idea! I will do that

 

For mine I had pretty much the same costumer service experience. I told them that I wouldn't be buying from them again. The response "sorry to hear that sir, would you recommend anyone to purchase a dell product?" And a card that says "we miss you".


Sent from my iPhone 5S like a sheep using Tapatalk 2

 

So even the warranty is slipping now. Dafuq is Dell doing to Alienware??

 

Dell is Alienware. Their is no Alienware left. It was bought out by Dell. Dellienware is more precise.

 

Cutting costs as much as they can.

 

Cutting costs? We arnt talking about that they didn't fix his problem. They did but it came back. Sure they are obligated to fix it since it is the same issue. But I'm not to sure it was about cutting costs. I think it's just because he is out of warranty and they of course don't want to service it like any company wouldn't.

 

I think what he is saying, is by not fixing the issues, as is obligated, and pressuring me to purchase an extended warranty, they are cutting costs, do no more then you have to... I think the bestthing we can do is spread the word, get people to stop purchasing Dell.

 

Well, I just got my warranty extended for free due to several problems with my system. But in your case as we know they should fix it.

 

If anyone of you is actually deluded enough to think that any other company wouldn't have done the same thing your sadly mistaken. He is out of warranty, and while I completely agree that having the same recurring issue less then 30 days later should be cause for them to at least review it they have no more legal obligation to do anything with the machine any more and that has nothing to do with outsourcing the customer service. You could call up some guy in the States and he would probably tell you the same thing.

Phone back and calmly explain what's going on, that is your best bet, or message L_Porras on the forums here and maybe he can help. I had a Dell mini laptop at work that had the same problem, we shipped it off while still under warranty because of a bad GPU and when we got it back it was still broken but the warranty had expired while it was gone and the first rep I talked to would do NOTHING despite the fact my company is a Data Center that spends probably well over a million dollars a year with Dell on servers and other misc equipment. I hung up on that guy and the next day another agent called in and talked to someone else and they agreed to fix it again as a courtesy so sometimes it can really depend who you talk to.

The moral of this story unfortunately is extended warranty is never a bad thing.

I would take them up on their one time courtesy to diagnose it so that they can see for themselves it is the same problem as before, then you have something to work with. Unfortunately from their end your a customer out of warranty with a broken machine and no proof this has anything to do with their repairs.

 

Even though some of what you say I don't agree with, including OCing etc. This post is exactly right +1 rep.

 

So just got off the phone again to check up on an exchange request I have in and apparently anyone who has an outlet be prepared to be treated differently then if you buy a new one now. This is the first time I have ever been treated differently with having an outlet Alienware vs. a new model. I am really having second doubts myself in the brand and might look elsewhere going forward.