(Warning! Kinda Long) Not your normal m15x story..I hope .Alienware rep here please read

Time for some good old story for that m15x, let me make myself clear, to be honest I really like the laptop itself, there is no way i will find something that sexy lol.

BUT...dealing with AW customer service is another thing. Here it goes...

So, I have orderred my m15x with full spec on Aug, reviewed on the 14th of Sept. I must say it WAS a pretty good experience, everything works well after I did the software upgrades and suggestion on this forum(big + guys ) Everything is cool, i am having fun on Crysis in between my classes, fun!

Around Oct 26, right hinge is broken. I called in and everything looks under control and the rep is friendly and I got the label. I was if it is possible that I can have a loaner compu, but was turned down, no surprise there. I was comfirmed that in Max 2 weeks I will be getting my laptop back and ship it next day.

Nov 17 (yup that's how long), I was informed by email that the panel is backoredered and it is going to take no idea how long for them to come. So I tell the people whose name is Rebecca from Roswell that I am in college and I really need a laptop. (I rented a compu from school when the m15x is repairing) She is nice and agree to keep me posted on what is happening.

Nov 24 (ummm so....2 weeks max hum?) Rebecca send me a email saying that the laptop is shippppppped!!!! I was like WOWOWW niceeee

Dec 2 the big Day!!! yup it's is big in a sense that it is a big disappointement.. First thing I notice from the surface is that,THERE ARE THREE FXXXXXX(use your imagination) BIG SCRATCH ON THE SURFACE. OH IN CASE I AM NOT HAPPY ENOUGH AW, THERE IS A BUMP ON THE RIGHT HINGE FOR YOUR EXTRA SATISFICATION!. So, I pick up the phone and call AW immediately. A rep who name is Micheal Caladas answer and then I have the tipical apologizing from AW. "I am so sorry, blah blah blah". I told him that I do not want to wait a month again and it is illegal for them to send me used equipement. This is crazy and they should at least speed up the process for me, just to make sure, I ask him to call the service depot and got comfirmed that there is a new shippement (13 of them) just came in and there should be no problem about item not in stock. He talked to the supervisor and reply "since there is a special situation, we will do a piority 2 day shipment for you, we will get you a 2 day shipping label and then we will make sure that once the laptop is in the service depot, it will be replaced with new panels in 2~3 days and send it back to you with 2 days shipping, it will not take more then 6 business days if you send it out today." I happily reply "That's great, can you give me the shipping label now?" And he said that he can't but his supervisor will since it is a special label. He has me to send him pictures via the AW contact thing........

WOW, when I was turning on the m15x and taking pictures of the scratches, I noticed that MY BLUERAY PLAYER IS FXXXXXX (sorry can't help) GONE! I remember that I have ask them if it is okay to leave it there and the guy said yes (the first repair). Now, it is gone, so... you guys not only repair my computer with a old panel, but you/your service people, also "accidentialy forget to put back my blue ray drive", wow. So I immediately tell Micheal and he said that he will place and order for that and it will be in the service place once my computer is arrived. I have no problem with that.

After my computer is on, I notice that there is funny sound fromt he speaker... umm i thought i update the BIOS to x36 with technical support back then, but i just check. IT IS X34 now! W T F.

In conclusion of the first repair : 1 old scratched and bumped panel $3xx (it's the cost not under warrent right?) 1 missing blueray $450 Downgraded to a problematic BIOS $??? Experience with AW customer serivce :
WORTHLESS


Ossp, not over yet!

Dec 8 Monday, I call to check how is everything going with my laptop. Another rep, Diego Calvo was the agent. At the beginning, he imformed me that, they are going to ship my system back next week is everything goes smoothly.

what are you talking about??? (i didn't say that)

So I explain the situation to him, and I again comfirm to him that 3 jobs need to be done, 1. new panel with no hinge problem 2. give me back my BR drive 3. BIOS x36

Immediate response from him : "I am sorry, I am not aware of anything besides replacing the panel. For the blue ray we will need to run an investigation." I just ask him to talk to his supervisor and fix this problem. I told him that I understand he does not messed it up, it was obviously your service people has messed this up bad.(cut about 30mins of conversation here) He said that he will see what they can do, 10 mins later he came back said that he has called service and talked with the supervisor and he promised that they will shipping the laptop on this Wednesday (today) and give me a follow up call for the status of the blue ray and everything. And I accepted that, it is not too bad. In order to make sure, I ask him again to call service center and check for panel stock, which he replied that they have a good number of them and it should not be a concern since they have already put me in the piority list, he through claims that there might be a few other are in the piority quene but assure me that there is no problem since they will get the job start today. I got his name and ask if he will be here so I can ask for him when I call in again, he said that he will be away till friday, but someone else will contact me on Wed.

Stupid me.. shouldn't fall for that.

Dec 10, 4:50 pm, no calls yet what so ever no emails no nothing. So I decided to call them. Another rep name Louis, way to screw up AW, Louis informed me that the panel is OUT OF STOCK and it will take TWO WEEKS TO REPLACE MY panel. !!!!?????????????????????#$#@%%#^@%$$

I immediately ask for supervisor, but I got hanged up after 20 minutes on hold.

I called again and the supervisor named Eddie Ramos, answer with his speaker phone on and first thing came out from his month is that is "You computer is already in service depot and waiting to be repaired. But since the panel is out of stock, earliest will be next week for us to repair so we are looking at 2 weeks to get your computer back. What can I do for you"

You can help me by stop BSing your way through and actually get the job done.

It was not a pretty talk, I stressed that I have not been able to use a 4k computer that I bought since there is a manufacturing/design flaw that you guys have is not my fault. Also, the poor QC and operation in your service company is AW's problem, not mine and I should not be bearring the consquency of lost opportunity cost. I ask him that how come there is no stock when monday there is and my compu is already "under work". Good, I am quite sure that they are making up stuffs at this point. I dig out a lot more stuffs, the following is some epic answers.

me: so there is no panel now, but there was monday.
ed: yes, we need to replace the panel but none are in stock.
me: then why did your rep said that there were panel set aside for my compu and there is suddenly none, they just magicially disappearred?
ed: there was stock, but at this moment there are no stock for both panel A and B needed to replace your panel.
#$@@#@%%$@ (5 minutes later)
me: so you are sure there is no panel at all.
ed: as i said there is two panel A and B needed, we have panel A but in order to complete that job, we need panel B which is not in stock.

WOW, in 5 mins, from "no panels at all" to "there is panel A".... umm LIES
after change subject a few times...

me: why don't you just call you service depot yesterday to follow up, you could have called me yesterday and let me know about this.
ed: we have requested a update yesterday but we received the update today, it took one business day from the service department to let us know.
me: why couldn't you just call them and ask since this situation is getting so out of hands?
ed: Mr. xxx you need to understand that we are two different departments.
me: but are you in the same company? selling and service the same customer? the same product?
ed: Yes.
me: help me understand then why you just could not make a call.
ed: because we are in different states and it takes a business day for an update.

OMFG!! really!!??? you can make a phone call to another department within the company??? I am sure you have the company directory. if not, shame on you.

Also, please AW, truefully ask your upper management to take Customer relationship management and operation management classes. I am sure that some university in FL should have that. OR, if they won't come to UNC business school (i am a student not prof but i am sure I can do a better job then the AW execs do)and I will personally teach you that.


Guys sorry for they SUPER long story....but i feel i lot better after say it out loud.... Eddia Ramos said that I will send me an email update tmr...let's see how many days it need to be delayed again...

I am also sending complain letter to Dell (hope they does care) and AW headquarter(don't expect anything). Also posting on other major forums and sending letters to tech blogs.


Peace out....

 

Something to look forward to zfactor.

OP: try contacting the BBB and file a claim.

 

With the way z is, he wouldn't last a minute with them

 

Alienware definitely needs to improve on their customer service. They are losing a lot of potential clients this way.

WindyDays, I hope that AW compensates you for all the hassle they put you through. Having a long repair time is one thing, but losing your blu ray drive and receiving scratched replacements ( 3 scratches at that ) are simply unacceptable.

I was looking through Ebay and found these:

http://cgi.ebay.com/Alienware-Area-...4|66:2|65:12|39:1|240:1318|301:1|293:1|294:50

I wonder how that seller was able to get those lids. If you take a look at his other auctions, he even has hinges for the m15x for sale.

Anyhow, back on topic. If it's all possible, ask for a refund. No customer deserves to go through that experience. Keep us all updated on how things turn out.

 

cha :

I do ask for a refund, the guy BS me with the 30 days refund policy.
"Refund is absolutely not an option" That's he reply 1 second about i said the word refund.

Will keep you guys updated

 

why so confused cha, the OP already said the service department likes to steal parts. they are even in the same city/state as Alienwares main repair center lol.

 

Thank you another user that has been ed over by them like I have. Honestly they abuse their customers and treat us like . I've had the send it in for multiple things and only get 1 thing fixed happen to me 2 times by them. They simply just don't care.

By the way your story sounds pretty much like what happened to me so guys this is not farfetched at all in my opinion. I'm sorry you had to deal with it but unfortunately some people just have to find out themselves how bad of a company AW really is.

 

Lol haha That was funny bwhxeon

WindyDays, try and tell them that it was their company that caused the problems ( scratches and lost blu ray ) and they should be held accountable for that.

I was afraid of the hinge problem as well, that's why I decided to do something about it before something bad happens to it. Here is a link to that thread:

http://forum.notebookreview.com/showthread.php?t=316976&highlight=black

We're all hoping that you get that refund man.

 

You can always try double-or-nothing, if you've paid by credit card. Tell them to keep the system, that they delivered what you were promised, and dispute the item on your bill. I'm sure they'd love that.

 

WOW good idea, let's see if my bank will do that for me lol.

 

Why is this such common practice from AW now? I've had horrendous troubles with my m9700 for the last two years and now they want to charge me for thier problems.

I say we both file a legal complaint against thier company. I am ready to call a lawyer in FL since that is where thier HQ is at.

 

It would be expensive but could you imagine a full page ad in the local Miami paper with your story on it. The look on the CS dept....PRICELESS!

Ahhh if only we had other peoples money to burn

Sorry to hear about your problem, I hope it gets resolved and they make it right by you.

 

i would be driving my self down there and im sure they would be having the police escort me out of the building... lol they are not to far from me an no way would i put up with that... not for one minute. i keep a great lawyer on retainer if you need one lol

 

That is a good idea, I am so up for that. PM for detail if you are for real.

"All I want is to take down the company, burn to the ground" (Prison Break)

AND a quick update on my situation,

Dec 11

GUESS what! I receive NO EMAIL or ANYTHING as the supervisor Eddie Ramos has promised me yesterday. Way to go AW, Way to go... I have emailed engadget , gizmodo and several other blogs, wait for reply. Also sent a email to Dell's customer service whichh i am expecting to from them tmr.

this is so funny....

 

imo i would also contact dell corporate office if it was me

 

Dude...that sucks terribly...I really hope you get your system back man...and hey....cant you pull or some kind of legal action to get your money back them for the sh*t they are trying to pull?

 

I am actually writing couple letters, gonna to ship them out soon as I am done with them. going to take the letter to my business law professor for review too lol (only hope if he won't lhao lol)

 

yeah i had my issues with aw in he past and thats why im hesitant on ever dealing with them again

 

I wouldn't be surprised if Dell does nothing. Do you have AW's corporate HQ addy?
Alienware Corporate Headquarters
12400 Southwest 134th Court, Bay 8
Miami, Florida 33186


Wiki article:
http://en.wikipedia.org/wiki/Alienware

By the way I googled "Alienware corporate address" and the third option gave me a picture of thier building. The 1st and only comment is "Gay ppl work there" Uplifting humour!

 

be careful of what you do, check the terms and conditions thoroughly, as Alienware is pretty protected.

as for the blue ray drive they can pull s5 part c

alongside s8 - they are not responsible for a lot of liabilities

also s10

and the big badum s11

meaning no court stuff, all goes in front of the NATIONAL ARBITRATION FORUM
______________________________________________
And then in there warranty section

well, that's my two cents, hope it helps...seeing as you have a law prof. and are in America, things may be different then in Canada. Good luck with you comp.

 

Yeah, contracts are broken everyday....

That's legal talk to protect Alienware, not the consumer.

 

and i'd say they're pretty well protected, as they should be whith having dell on their back....

 

Wow after reading 20 mins of complaints on CS and BUILD, im definitely not buying ALIENWARE ever.

 

It's true that some people are more unfortunate than others, and vice versa.. but it shouldn't make you feel that way (you can't really know without trying it for yourself), I mean there are plenty of posts here about the m15x with or without problems but only by reading them made me order the m17 instead .

It's funny how all the good things about this company get overshadowed because more than 3/4 of the people are too busy playing and or satisfying themselves with their rigs.

 

That why I order the M17X. With 4 complants at the time about the hinge I went for the larger laptop. But wanted a small and fast.

 

i have an m15x, and its completely fine, i got it in november, the hinger creaks but desnt crack, and no scratches, im quite happy with it... a little overpriced for what you get of course.

 

Here is the problem, People whose m15xs are working fine and are not having any problems, will not go out of their way to find a web forum and post that everything is ok.

Forums like these have two types of customers, the ones who are so impressed that they must tell everyone else and customers who had have nothing but trouble and must tell everyone else.

 

and it seems this thread has both

 

I fail to see the problem?

 

the user group on NBR isn't representative, because users without hinge problems probably won't come here and tell about how they're not having problems. users with a busted hinge, however, will much more likely come here and ask for help.

 

WindyDays,

Sorry to hear your experience with customer service has not been good, I will be more than glad to assist you on this matter. Feel free to send me a PM with your account information.

Thank you.

 

yea, after reading your journey fighting against the Customer Service of AW, I felt sorry for you too. I am also a m15x owner but I haven't have any problems with it YET.

I also spot some problems of yours, the way you care about your laptop and the way you speak to the rep.

First, you have patience to wait for a few months without the laptop and hope they will be responsive and call you back in due time. This is the taboo for all Customer Services. Because the reps have to deal with millions of customers a day (well, maybe less) and they wouldn't care to take a note to remind themselves that there is an angry customer who wants his laptop back desparately. So it's your responsibility to call them to remind them that you have a laptop to process and it's also a way to keep track of your laptop and prevent any situation like this in the future.

Second, you should tell them about the situation more in a set and don't let go that easily and always try to speak to the right person until you and them both agree and are sure about the status of the laptop. If you found this rep is useless to solve your current problem, then don't talk to them.

For me, when I purchase my laptop a few weeks before, I call their Customer Services EVERY DAY ever since I purchased just to make sure my laptop is being processed. And I receive different answers too in a day. Of course thanks to James, I'm being able to receive my laptop on time.

Hope this helps.

PS I'm getting the Gmask too, it looks so cool!

 

Update!!

Dec 17 - I got a call from Eddie Ramos ("the supervisor") saying that the parts in stock and they are currently working on my laptop and they are going to ship it out ASAP. (I think 99% of what he said is BS)

Dec 18 - When I try to get the updates, I call and ask for eddie Ramos again, this time he ing told me that they will not be able to ship the laptop out, until next week. I ask if they are working on the laptop. He ing reply me say that "they are not repairing your laptop, they are check everything else to make sure" are you talking about???? All i need now is not everything else but the panel replaced. period. But, when I tried to explain to him that he is unacceptable, he just hanged up on me....

GOOD JOB EDDIE RAMOS, by now you can proabably won the employee award from AW for "The most BS supervisor ever"

Congratz

 

eddie munster!

 

I joined this forum for 3 reasons, 1) friendly community, 2)Post my Laptop review when I recieve it for it is my first alienware product. 3)Reply to this thread hoping the best will favor in you. (Hoping nothing like this will happen to me.)

 

alienware's customer service is a joke!!! i would not ever buy from that company again.

 

CS has been good for me so far. i guess it's just not the same for everyone...

 

Not an Alienware fanboy and have had problems with previous Alienware laptops. (M15X and M17X) But never a problem with customer service which is why i now have the M17.

 

Hey, Armando I have PM you. Please give me some response.
Thank you

 

I too am sorry to hear of your ordeal. My experience with CS has been a mixed bag. I've had to fight many small battles along the way, but I won the war. I would buy from Alienware again.

 

Alienware is a great company, but yes i agree that they have some problems, like inconsistent cs, and build quality issues, but that is to be expected when buying such machines,(but i am not condoning this type of quality, architecture should be thoroughly examined before being approved). Thankfully by machine has not had any of these problems, so i would recommend alienware only to those who have the courage to allow the chance that they may get a lemon, as not everyone who has ordered from alienware has had lemons.

 

I dont know, Ive been an alienware customer since 2003 so about 5 years now. I have bought 2 highend desktop computers from them and 2 highend laptops. From the first time I dealt with them to now they have been pretty helpful. Although it is always a pain to deal with customer service, mostly they have been helpful.

More recently though I have noticed a drop in customer service. For example I ordered a replacement battery because the one they shipped with my original laptop had some defects/missing parts/bad quality control. Whatever the reason I phoned them they shipped me a replacement part asap after 30 minutes of talking , routine customer service I should say. Anyways long story short I sent my battery in they sent me theirs. Now before I forget, in between the sending of batteries, they have to first bill you for the new battery, that they are about to send out. This is to make sure you send back yours. SO whatever they bill me, we both get our batteries. But 2-3 months later I check my statement and to my surprise, no refund. Whatever so I call them and they said they never received my battery etc... I politely state that I will do whatever it takes to cooperate with finding this battery, be it shipping receipt or whatever. 15 minutes later he says he found it, and it was in their shipping department just sitting there for 2-3 months. I get refunded and customer satisfied, although a bit annoyed at their incompetence. If I wasn't such a hawk with my bank statements I would of missed this and been charged 80 bucks. Lesson learned, never trust underpaid immigrant working customer service.

I still love my alienware laptop and my other alienware products. I might still do business with them in the future, but I do understand they have flaws. Just gotta be careful I guess? Hopefully in a few years after dell has fully transitioned with AW, will dell's stellar customer service merge with AW.

 

Ha, thats classic. AW Armondo owes me a reply too. s pick and choose who to reply to here.

AW is dead to me. I'll do my part to make them dead to everyone else.