alienware has awesome support

ok so i slipped on some ice a lil over a week ago, broke two ribs, but worse it was my falling on my laptop that broke my ribs,and saddly my beautiful m17x r4 didnt survive me falling ontop of it. I called alienware support since i had the accidental warranty, they sent me a box, and i sent them my laptop. Yesterday i called to see what specs they were sending me, and i was scared badly when the man said he thought it was the nvidia gtx 765m. I had the hd 7970 in my broken laptop, which is way stronger gpu then the 765m, so today i called to confirm, and they indeed did ship me a laptop with the 765m...i was kinda upset cause they said they didnt downgrade only upgrade or send the same hardware, which would be the amd m290x since that is just a rebraded 7970 anyway, the guy called his supervisor, and then told me he was sorry about the downgraded gpu and that as soon as i got the laptop if i called them, they would send a tech to switch in the gtx 780m for me without me having to send the laptop back to them. I was hoping yo have to pay a small fee to get them to send me a 290x but instead they are sending me a 780 without charging me anything at all. I havge been using the m17 since r1 days, and also have 2 different generations of the m18 and this is why, alienware makes sure their customers are happy, they did what was right for free,when i had already offered to pay for the upgrade.

 

That's pretty good of them I'd say. I'm sure not everyone has good stories but that is a good one for sure.

One time I had to contact Dell myself over a misdelivered outlet Alienware, they eventually replaced it with a brand new one - same spec and everything as the outlet. I was quite happy naturally.

 

yea, im still unsure about the new design languagew of the 17 vs the 17x r4, buuut, im ok with the upgrade, was gunna upgrade at the end of the yeasr anyway if the 880m from nvidia is as amazing as it seems to be shaping up to be, but hey,maybe i can upgrade my gpu when the 880 launches!

 

Good to hear they are still providing the support we have come to expect

I've had a few AW laptops and this one was a direct replacement for my lower speced R3 that kept failing. The last call I made around six months ago was for a failed GPU. 15 mins and the machine locked up solid. Call was so quick. First the guy rolls back my video driver, loads up Heaven benchmark and asks me to test it. At this point I get him to email me his address since calling back is going to be a pain. Same result, a solid lock so I emailed. Reply within an hour, an engineer had been booked to replace the card! He arrived next day and all is well. Awesome.

 

yea,the thought of someone installing the card is all that worries me, my new laptop should be here monday,im hoping they are quick and follow through with it, i was freaked out at first,cause the 765 is a terrible card and it wont play titanfall or eso at acceptable framerates,while my 7970 played them fine.

 

I have had EXCELLENT experiences so far. Well now that is. I ventured with AW back in early-mid
2000 and had three strikes with them and never looked at them again until last year on my quest to leave Apples new consumer only minded direction of their computers. I've had to use AW three times and it has been too notch everytime.

 

I have had a lot of awesome experience with AW Support too.

to keep it short, I bought a max out AW 18 from Dell Outlet , They replaced it with a BNIB within a week. So you can say I got excellent Deal and Service.

 

Alienware support is top notch in the US, outside the US it really is a crapshoot. I've heard real horror stories of Dell UK which also manages Alienware.

 

I've used it in both countries and for me the UK support has been great. In fact, since it's such a small country they don't mess you around trying to wait out an outlet replacement. Mine was decided in 15 mins to build me a new one . He looked at the outlet, said 'nothing good enough there' and that was it. I have seen those horror stories though.

I have tried support in Hungary and that was a nightmare, they did everything they could to avoid giving service . I gave up and used the machine for some physical 'games' it was not designed to play

South America (Br and Mx) were OK, kinda get what you expect but they worked out for me!

It is totally country specific and often conforms to local 'norms' rather than some global policy (which of course they sell to us as such). On the plus side anyone reading here now sees what can be achieved elsewhere. Local suppliers can be forced to follow the global warranty but there are a lot of 'outs' and country specific clauses they can use to keep support costs down .

 

well got the new latop,it didnt have the gtx 765 they told me it would have, but instead the gtx 780 they said they would have installed,but they did send me a charger that wont charge the laptop as fast as it uses it surfing the web,lol. but i love the new design, lil iffy on the keyboard, it seems like its not as good as the old one, but other then that,a great product

 

Well, I am outside of the USA and when I contacted AW support for an issue time ago, the respond was fantastic, fast and accurate. I believed that the support team was in Miami, because the person on the phone had a Cuban accent. My experience was top noch.

 

That is where the original alienware brand was born

 

Alienware told me the 780m is out of stock till possibly the 28th of march?