[Long] Rage Inducing Situation with Alienware (Dell) Customer Service

If I knew my blood pressure would get this high, I would have never purchased a new Alienware m11x computer. I have not received my computer yet, but my experience so far with Alienware's (Dell) customer service is pretty poor. I hope the quality of the computer makes up for it.

Besides some other issues I had with customer service, what really set me off is the fact that they ended up sending the computer to my home after I had empathically instructed them to send the computer to my work instead. I told them there was a 90% chance I would be out of country for work and wouldn’t be able to receive the computer at my home. I was going to be in Nigeria for up to two months and, if I missed the delivery, was going to have a coworker bring my computer with him when he flew over at later date and hand it to me in Nigeria. As I explained ealier to the Alienware sales rep, sending the computer to my work instead of home was the whole basis of me purchasing the computer now instead of waiting until two months from now.

When I contacted Dell to complain about the incorrect delivery address (this morning, the day before the computer is to be delivered) the Dell rep told me she could change the delivery address but that it would add an additional 2 to 3 business days to the delivery. That would mean I would end up getting the computer next Monday or Tuesday, whereas if I leave things alone I can just gone to FedEx to pick the computer up tomorrow after delivery fails. I told her so.

I explained the situation with the messed addresses but they would not / could not understand that while I was fine with how the delivery turned out that I was pissed that they had sent the computer to the wrong address. Their lack of understanding of my irritation made me even more pissed off. The Dell reps, apologized profusely and repeatedly that I was not satisfied, but they kept asking what I wanted them to do. I told them to work with me and to make it up to me and that I would be happy with as little as a $1 knock on the price of the computer. I was giving them a chance to satisfy an irate customer. I even told them if I they couldn't knock anything off the price, I would just write a negative review of their customer service and be done with the situation. But you know what they did, they told me they had changed the delivery from my home to my work while we were talking, argh!!!! It took another 10 minutes on the phone with them to convince them to reverse the change and send the computer on to my house as originally planned.

Now you may say, “hey jrh1524, you’re still going to get your computer” and while that is true, my relationship with Alienware has degenerated enough that I’m thinking about turning around and sending the computer back to them. This thing with the devliery address isn't the only issue I've had with these guys. While you may think me “entitled” it’s still my money and I can do whatever the I want with it. If I desire a basic level of customer service, what’s wrong with that?

I'm almost certain if I had been talking to American customer sales reps, they would have understood my irritation immediately and not blown me off like I feel these folk did.

 

This is where you made your mistake.

Ah, see? Instead of being happy with that fact that, while they screwed up, you could fix their mistake, you went ahead and knowingly poked them in the eye. I'd likely guess that you weren't speaking to Texas and instead were over in India, as the people in Texas are some of the nicest technical support people I've had the chance to work with thus far.

Yeah, nailed it. Get yourself appointed to a Dell Texas rep. so you can get someone that will have an investment in your satisfaction.

What you are doing wrong is spending your money somewhere that does not provide the basic level of support you require. If you find a place that does support your demands, please tell us. I wouldn't mind a nice back rub while I' on the phone checking my order status.

 

Got the computer and... the name plate was wrong.

 

I understand how you feel, this is why i always say thank you to dell rep and just shut the phone off when something goes wrong and re-call dell , until I get good dell rep who really wanted to assist me.

PS : is not about dell rep , just "humanity problems" , just my personal opinion.

 

Ah, I've heard of that happening often, and that calling them up is a mixed bag in getting it replaced. Is it just the model of your system? Either way, I'd still call them up, try and find a nice US Dell rep., and firmly but nicely thank them for solving your issue even if it takes them a few hours to go through the proper channels, heh. Good luck!

~~~

This, along with getting a US Dell rep. with a return/direct line is one of the best things you can do.

 

When ever I have a problem I always call a rep in Costa Rica. They seem to go the extra mile to help and even got me a name plate for my refurb m18x. She did not have to but after thanking her for all of her help she said the magic words "is there anything" I can help you with, hee hee ya there is one little thing. Yes there have been a couple of bad one's but as stated I just call back and get a better one.

 

Seems there's little to discuss in an open forum at this point. I hope you enjoy your M11x once the rough start wears off. Sorry to hear that you had to deal with a dense person. Between this and the issue with the sleeve, hope the stress hasn't been too much.

As alienwolf pointed out, the Costa Rica folks are awesome. If you're a North American customer don't ever call Dell; call 1-800-ALIENWARE. There is a big difference in the quality of support.