AW customer service? :@

I just called them to find out the status of my order as it has been on phase 2 for few days(on the site)... I was told to hold for a few mins while they'll find out what's going on, next thing I know they hung up on me.... I mean WT*!! I'm paying them over £2,000 and they treat me like shi*??!!
They told me I'll get an email today or tomorrow morning....

If I don't get any emails, I'll cancel the order first thing tomorrow because this is unacceptable...... I just checked other laptops e.g. rizeon, and yes it'll have a 15.4" screen but it'll be much more powerfull and it'll cost £500+ less then alienware..... anyway this is their last chance before I'll cancel the order.....

 

It's too bad that you've had that experience. Personally I have had no issues like this with them, and I think once you get your laptop in your hands you will have 0 thoughts of returning it.

Hope all goes well from here out!

 

There's no excuse for hanging up on a customer but usually you can tell from the tone of voice when someone does that deliberately. If they've been giving you attitude, then that's wholly wrong. However, I've had it happen once or twice when customer service folks press the wrong button on their systems (i.e. if they hit the "drop" instead of "hold" button). It may have been accidental.

 

Yep, mistakes happen, we're all human... you're the one that was talking though, so I'm sure you can tell if it was deliberate or not

 

most prob and accident. dont wait until tomorrow, ring them again now and just say you was cut off.
just in case you do decide to cancel have a look here at KOBALT quite a few of us that owned the m15x ended up here ordering a Nexus (fastest 15.4 in world)

 

thanks, I called them straight back and they told me that I'll get an email.....

anyway as I said if I don't get anything untill tomorrow, I'll order from KOBALT

P.S

thanks for the link

 

thanks, I called them straight back and they told me that I'll get an email.....

anyway as I said if I don't get anything untill tomorrow, I'll order from KOBALT

P.S

thanks for the link

EDIT:
after looking around on the KOBALT site, I wouldn't mind not getting anything from AW coz again, they (KOBALT) have cheaper + much more powerfull laptops

 

not trying to sway your decission in any way but have you looked at the Sager & Clevo thread yet.

 

nop, gonna have a look now

as of now, there's no email from AW so it's all looking......

 

be prepared for a long wait to get your money back.

 

how long of a wait are you talking about?

 

take a holiday
i think mine took roughly 19 days (as far as i can remember)
it might be different for you as you havnt received yours yet so all that needs doing is canceling by their cancelation dept. and then a refund.

still take a vacation just in case

 

OMG 19 days I thought a week would be enough.....

EDIT:

btw if I cancel right now, since the order is still (only) in phase 2 - will I have to pay any fees or will I get the whole amount?

 

We apologize for this inconvenience, I am inquiring on your order and will be communicating with you via PM.

Thank you.

 

I've had nothing but good experiences with Alienware, and their customer Service.

As for Sager/Clevo, I wouldn't touch one of those machines with a 10 foot pole.

 

Whoa. This is different, haha. What was your Sager experience like?

 

Please share your Clevo experiences, I am sure their retailers would love to listen.

 

Dude cancel while you still can... Please don't buy an AW. You asked about their customer service and in my opinion they take advantage of you and care little of you and your system even though you dish out a substantial amount of money for one. They have been trying to fix my laptop for 2 - 3 months and I still don't have it. Do you really want to buy from a company that lets your computer stay broken for 3 months without doing anything substantial for you besides saying, "oh sorry".

Please cancel your order tomorrow for me

 

I was one of the owners of a Sager 9860. Died a horrible death after a year and a half due to overheating, and poor power management on the motherboard. This was a common problem with that line, and Sager refused to do anything about it. It would have cost me over a grand to have that motherboard replaced.

I will no longer purchase a laptop with a desktop CPU due to power/heat issues, and after Sagers/Clevos poor rep due to the 9860 early d900's, I have a poor feeling towards them.

My Alienware 9750 has been running very well in comparison, is thinner than Sagers machines, runs cooler due to the laptop CPU. When one of the Graphic cards went bad, they sent me a new card and heatsink. Told me it would be a week to receive it, I got it in 3 days. Easy fix, good people on the phone. No problems.

To be fair, one of the problems I had with the sager was the retailer. They went under just before my laptop died, and the warranty was null and void. If a person DOES decide to get a Sager, I suggest the 3 year warranty, and make sure that your retailer is a: Established, and b: will do their own work. Don't trust 3 party warranty providers. I chose Alienware due to their reputation, in house work, and they weren't going anywhere. They also had the machine that I was waiting for.

 

Yea if you buy sager go for xoticpc.com (they are one of the BEST Sager retailers out there). They also now sell the whitebook which is the updated M9750 *that ones for you Shal *.

Honestly I call bull**** on a grand to replace a motherboard though. Do you have proof of that?

 

I say keep the Alienware machine. Sometimes things can be slow to get going, but they will work with you.When I placed my order, I had to cal them due to a slight issue with the payment method. It was all worked out, and I got a great machine.

Remember, There are far far far more happy people than there are unhappy people. The unhappy ones are more vocal. Its well known in the buisness world.

 

Gods.. It was **** near 2 years ago when this all came out. The range was $800 - $1000 because I didn't have a Sager branded machine, and the Clevo warranty was expired. It was when they were still doing that line of machines, and were on their 3rd iteration of the motherboard. They did eventually fix the issue, I believe.

 

Yea the Sager 9860 was a lemon. But same thing happened to AW m7700, they couldn't fixed it either and had to give out m9750 as replacement, which I think is very nice.

Which retailer was it?

 

The (early) 7700 was the same Clevo laptop. And Alienware took a lot of hits from the same issue, I think.

As for the retailer.. I don't recall.. I only remember calling them up and never getting an answer. Searched a bit, and found others had sent in laptops for repairs, and never saw them again.

I STILL have that machine here. Its in pieces thought. Gave away a couple of the parts to those that needed them to repair their own machines.

 

While others in this thread are not recommending AW, I for one will have to recommend them.
I have been treated great so far by thier customer service. They sent me out a few freebies just for putting up my review on reselleratings. My laptop couldn't be running better and i've had a great experience overall.

Give them a chance, it doesn't sound like they have done anything wrong yet. (hang up sounds accidental)

 

ROFL. That is seriously the WORST reason to cancel your order. Just because someone else had a bad experience and they think you should avenge them!

I highly recommend going through with getting your system, and if you don't like it you can always send it back.

 

And pay a 15% restocking fee btw.

I've had a bad experience with a company and it wasn't a problem. The REAL problem is that this has happened TWICE in a row on two separate computers where for some reason they don't feel like fixing my computer.

In addition. How is this a bad reason. You must not have thought it out that much. You do not realize how much crap I've had to go through because I haven't had my laptop. At this video editing program I didn't have it for 3 weeks which didn't help because I was going to edit using After Effects.

I don't really see how you can argue here. If a laptop is gone for 2 - 3 months without a company fixing it don't you think that is a problem?

 

The only problem with sager/clevo was the stupid 3rd party warranty from panasanoic/woolworths/magnavox, or whoever it was. My family decided to never buy from them again. THOUGH NOW, with the warranty actually through sager or from a REPUTABLE dealer FOR THE WHOLE 3 YEARS (when before it was only 1 year and then the idiotic incompetent 3rd party people - WHO NEVER FIXED ANYTHING... i mean. 2 months without a laptop for a **** hard drive???!??!?!?!).

That being said, the new warranty is light years from what it was. Any student in college or who uses it for business should get FULL ONSITE WARRANTY SERVICE. AW doesn't offer that, so i cant recommend it for students or serious business professionals. The question still stands. WHEN WILL DELL MERGE THE AW SUPPORT WITH THEIRS. For the money an AW costs, they should just use the same business class (or even xps) support that i've come to love.

 

Thank you. By the way just so we're clear AW DOES have on site service but will think of every bull**** reason in the book to not send you a tech out. That and they take FOREVER if they actually do send one out. Dell is very quick about it. I too wish Dell merged support.

Statement: If dell merged tech support I would like AW again.

 

I would just recommend getting at least a 1 year warranty with ANYONE and update as you see fit.

Every company has had good and bad experiences. Stone has a legitament reason to not talk so highly of them, as do others but if someone get's their problem fixed as fast as Shal's then who would actually come on this forum, other than if you were a member already or just really proud of your experience, just to say they had a good CS experience? It's hard to gauge if they treat all their customers badly, and clearly they don't. I guess, until we get some kind of concrete number from every customer (unlikely) we can't determine anything.

 

Thanks Ennea. To elaborate on what he said, I have seen some users (who are banned now) come in here to recieve a laptop from AW, not like it for a silly reason (one banned user complained of weight and SLi WHICH I warned him of).

After AW doesn't do anything for them (which they shouldn't), they come here and whine and ***** and moan saying AW is the worst company and no one should buy from them and that they are stupid for not letting them return their laptop. Then when they are offered a way to get rid of it for another AW laptop they turn around and praise AW and then...

Blah blah blah... I however think of myself in a different light as I have been dealing with them WAY too much for my own health (if you really want check my posts going back to when I joined). The reason I wrote the SLi guide is because of all the issues I was having with the M9750 and stock drivers and still to this day it is hard to find a SOLID driver.

 

you mean Sir_Travis_D?

 

Perhaps...

 

Bonzi Buddy Ftw!!!!

 

omg bringing back memories now

 

hehe, well the worse thing is that it took them a week to take the difference of £22.5 .....

some of you might remember that I ordered a m15x 1st but then after reading about the design problems, I changed my order to m17x and the best thing is that everytime I call them, I give them my new order no, and they say oh it's in this n this stage, and your other order should follow soon. 1st I was like WT* that order was supposed to be cancelled... once they told me "oh yeah, it says in the notes, not sure why it's still in the system"..... and when I called them yesterday, it was the same thing :O is it so hard to take £22.5 and remove a cancelled order from the system? I thought they were supposed to be professional and if they can't manage their systems I'm not sure if they'll be able to support me with my system if I ever ran into any complications (hopefully not)

Also the estimate shipping date is 29th Sept, so there's no chance of me getting the laptop early october coz they say everytime "it takes 6 - 8 days for us to pur ur system together"....

Anyway hopefully things will move forward today.....

 

If it makes you feel better, I received my m15x in under a week after the ship date. However, I do live on the east coast of the US. Also, the m17x is a solid machine that I've only heard good things of. So, worth the wait, IMO.

 

I just got a call from AW and they said that my system has gone into production, also on their site - order status I'm in phase 5 - so looks like everything is going well - They said I should get the laptop sometime next week.....

 

Glad to know that everything was sorted out...Let me know if you need further assistance.

 

Glad to hear it worked out, cinek2.

I just had a similar experience. My m15x has been in Phase 2 for the past 2 weeks, so today I gave them a call to see what the eff was going on (since I have heard that the status page isn't an accurate representation of the actual order status).

I talked with a rep (Mariel, I think her name was? She had a bit of an accent.. not a major problem, though) - and she was very nice. She put me on hold to check the problem out, but always came back every couple of minutes or so to make sure I was still with her. Very cordial.

After about 5 minutes of checking, she found the issue and said everything is back on track. Even said that it should be shipped out next week, possibly earlier.

Just thought I'd share a positive customer support experience. They DO happen, folks.

 

I've had nothing but positive experiences from the AW customer support. They've always replied within the day (to my emails) and they even shipped my laptop a week earlier than stated. Heck my order jumped from phase 4 to 9 in 8 hours!!!

 

As always, Armando and I are here to help. If anyone needs assistance with order status or general system issues, PM either of us and we'll gladly assist in any way possible.

 

Hope you enjoy the system when you get it. Take some pics for us

 

thanks will do

 

I just checked the order status page it says phase 9

should I get any emails with i.e. delivery tracking no or something?

EDIT:

nvm - just got the email

 

4 days before the estimated ship date - see they're not THAT bad

 

That's actually pretty awesome.

 

Not as good as mine though (a). Mine got shipped on the 20th (that's 6 days before the estimated ship date

It's still waiting at home for me, going home tomoz to get it + it's my birthday woooo (tomorrow)

 

Not as good as mine though (a). Mine got shipped on the 20th (that's 6 days before the estimated ship date

It's still waiting at home for me, going home tomoz to get it + it's my birthday woooo (tomorrow)

 

I feel like this happens more than we think it does.

And awesome for you too, Napbree!