A LITTLE rediculous.

I had an HDMI video problem where the HDMI output wasn't working.. great. this was taking care of by a roswell support and the problem was isolated and fixed. Including shipping time. this took two weeks.

BUT. The computer came back with another problem! The binary gfx switch was not working, talked to a regular tech support and got the computer sent in for repairs within a week from receiving it from the first repair.

its been 3 weeks now.. i called in THREE times last week..

Monday I called in and asked for a repair status update - They said that there have been no additional notes on it and they'll send an email to request an update. - OK. that's fine.. I was supposed to call back by the end of the week and they would have an upgrade.

I called back on THURSDAY and requested an update on the repair. They said that there wasn't any notes on it other than it was received and they would send an email and request an update which should be here by friday.

I called back FRIDAY and they said there wasn't any notes on it, and that I only requested an update THURSDAY and that I never called i on monday. I was told to call back next week.

SO THIS WEEK. Monday. I called Customer Support and asked for an update. they said my computer was received and they're still doing tests on it to isolate the problem and determine what needs to be replaced. I ended this convo quickly because it obviously wasn't going anywhere.

Immediately after, I called roswell, and talked to the person who answered the phone. She said that my computer WAS NOT RECEIVED and that she would send an email to ask for updates on what happened with my computer... I asked her what happened to the other 3 emails that were sent out last week for an update, and how 4 other tech support confirmed my computer was received, but you're not telling me it isn't...

ITS JUST A LITTLE REDICULOUS.. not received? I think i'm pretty patient.. after calling in 4 times... you're still just trying to request an update through email... and then you're telling me that my computer wasn't even received?!....

why is there such a big difference in the information on your systems? or is every support just making up their own story

 

Did you send your computer to them with a tracking number? You should never send something that expensive out w/o being able to track it, as if its lost, its your responsibility, not your shipping carrier, or Alienware..
If you did get a tracking number, call them back and tell them that your shipping carrier confirms that they received it. If the conversation goes nowhere, ask for a manager, and keep going up the ladder until you can reach someone who can help you.

 

I did i got a shipping label from them for fedex.

ANYWAYS. i just called back the regular support and asked them WHERE THEY LOOKED THIS INFORMATION UP FROM. because i'm having a roswell suppor that's worked with me before call me back tomorrow...

Guess what.

Somehow HE GAVE ME A FEDEX TRACKING NUMBER, and the computer was shipped out last week.....

It went from being received - lookin up problems stil - haven't received it yet - to a fedex number of it being shipped aug 20th...

 

hey at least they took care of it

 

we'll see about that...

 

Your laptop wasn't by chance shipped to the flordia facility was it?

 

nope. toronto facility