dell/alienware support... HORRIBLE

I just finished up calling them asking if there was a way to get the factory restore image, and I was transfered about 6 times total. The in between waits took about 5 minutes long.

I talked to dell they wanted $240!!! so they can diagnostic my laptop or some crap and I told them no, so they transfered me to alienware and they didn't help me at all.

They just told me to make my own, and I ask if it was possible to get the factory image, but they kept pushing for me to make my own.

damn, I should have backed up the image myself, but stupidly I deleted it.

a total of 57 minutes wasted. and I came out with nothing. oh well haha.

 

Sadly Dell do have a terrible customer support. Be thankful it wasn't Microsoft....

 

WOW. I have had nothing but good service from Dell/Alienware Tech Support.

 

That may be only true if you're still under warranty? Seems like OP isn't under warranty anymore.

 

I don't know about their technical support but their sales support was great. I bought my m11x-r2 for 636 and they gave me a 25 dollars gift card because I bought 4 laptops last month alone.

 

yeah, im under warranty still.

i purchased my m11x refurbed, so the site said the warranty expired, but i called in a few days earlier to resolve the problem.

they said dell was super busy so they were behind.

but i purchased it a little over a month ago

 

Ive have nothing but crap service from dell but ive had great service from alienware. alienware tech help is located in Costa rica?

 

My M15x is also an outlet refurb and I can say that they definitely give preferential treatment to the non-outlet customers calling for support. 1st time I called was when I got the system and it had a paint chip on the base. I told them it should have been listed as "scratch and dent" not "certified refurbished" because the chip was very noticeable. They just kept repeating a line that outlet items can have cosmetic damage so they couldn't help. Last time I called was when another poster here pointed out that his screen lid had little dents all over it that you can see at certain angles. He got his lid replaced. I have the same dents and called to ask them if they can replace my lid. They made me take pictures of the problem, only to repeat the same line about the possible cosmetic damage of outlet items. I asked if it wasn't an outlet item, would they replace it, and the rep said yes. So next time you order an outlet item, even "certified refurbished" keep this in mind.

 

i have had good experience; do you call Alienware support or Dell?
When i call them they generally just remote to my computer and do what they need to do; i just put my phone on speaker and do waht ever i want while they are doing so.

 

I have a friend that bought a refurbished Dell off of the outlet that came with a scratch in the middle of the screen. He called Dell and they sent him a new screen to swap it out with. After he swapped it out he decided that he didn't want the laptop and they gave him a full refund. I guess it depends on what customer service rep you talk to.

 

I'd much rather deal with microsoft than dell tech support.
It was so bad when i had trouble with my TV that I will never purchase anything from dell ever again.

 

as with any refurbished product, you take a gamble (and you pay significantly less in most instances). as with anything in life, you generally get what you pay for.

as for satisfactory resolution to any problems that may arise, your mileage may vary, and it may vary significantly with Dell, which seems to be hit or miss across the board.