A pleasurable experience with Alienware Customer Service.

The keyboard on my M17 quit working today. I followed the tutorial on the AW website for removal/replacement of the keyboard, hoping to find a loose connector, but everything was intact.

I called the Roswell Team.
I was never on hold.
I never got any automated service.
The Rep was polite and knowledgeable.
A replacement keyboard will be shipped tomorrow, at no cost to me.

The Roswell Team is top notch, and I would strongly advise anyone having issues to call them. 1-866ROSWELL. This has been the easiest and most worry-free experience I've had yet.

And if you do deal with the Roswell Team, you'll likely get a questionnaire in your email. Please complete it so that they stick around.

Just wanted to relay this experience for any potential customers who are worried about tech support.

 

somebody keep this bumped up so that people will shut up

 

Yea, two times I have called Roswell and two times they were able to resolve my issue.

First was a faulty and second was a faulty keyboard, which was both replaced.

 

Good to hear, all I have seen lately is people crying about their service. Made me a bit nervous

 

Thanks for the feedback! We are more likely to hear complaints than compliments but that's "Human Nature" I guess

 

That's very good to hear.

 

Thank you for your feedback, glad to know that everything worked out and the issue was resolved.

 

This is what I've been trying people to see that the Roswell Crew is awesome. We need to spread the news about them, since they aren't mentioned anywhere on the Alienware site.

 

Yeah, gotta love Roswell. I had a hard disk failure just two days ago and they went ahead and shipped a replacement (the same day after I called.)

 

I purchased an M17 and was told it would arrive next week. So I really want Alienware to be the best company ever. From what I hear, the Roswell crew is exceptional. However, I am a little wary about something that happened the other day. Maybe someone has an answer that is eluding me. I called Alienware to purchase a ten dollar remote control upgrade to the TV tuner. The girl takes my credit card number then asks me for my birth date and social security number. She said she could not place the order without that information. So I said to forget it and leave the order as it is. I write the billing department and ask if that practice was business as usual. They tell me they understand I contacted Alienware earlier in the day and decided not to make a change to my order. So they did not answer my question. I'm left wondering what that was all about. Why would they need my birth date and social security number for me to make a ten dollar purchase on my credit card? They knew who I was. They had my email address, name, phone number, physical address etc.

 

Wow. Sounds fishy. Yeah, you don't need to give them your social security number. I've been never asked that before...

 

You should never give your social security number to anybody. The only information they would ever need to place the order would be your address (billing address and shipping address) and your credit card information (to place the order with.) Your birthday and your social security number isn't even at the least relevant to what it requires to place an order.