Alienware -- Who do I contact when...

Just Contact Dell, and Best of Luck.


***Disclaimer*** Dell is restructuring Alienware customer service. Not all information is accurate. ***Disclaimer***

Being an international retailer of custom PCs, Alienware has many methods of contact, and some are indeed better than others. In an effort to make sense of all the best/worst methods available both domestically and internationally, I've created this thread as a one stop shop for all means of contacting Alienware be it phone, email, or right here on NBR.

With formalities aside, on to the juicy bits.

For USA customers:

*** It would seem that a mere two days after this thread was started, Roswell is no more. I will update when I know more, but for now it seems all attempts to dial Roswell are rerouted to regular Customer Service. ***

1 -- Call Roswell @ 1.866.767.9355 Weekdays 08:00/09:00 - 17:00/18:00 EST (The reason for varying hours is because Roswell does not change their operating hours for daylight savings. If summer, 8-5. If winter, 9-6.)
[email protected] (Again, this is only active during Roswell hours of operation.)

2 -- Call Generic Tech Support/Customer Service 24/7 @ 1.866.287.6727 or 1.800.254.3692 (seems to be the same?)
[email protected]/ [email protected]

3 -- Post a topic on Alienware's support forum. (This is heavily moderated to avoid flamers, and appears active only during weekdays. All posts must be approved by a moderator before appearing on their forums.)

US Warranty
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For Can ad ian customers:

The points of contact appear to be the same for Canada as they are for the USA. From what I've gathered the same holds true for the rest of the Americas.
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For International customers:

Roswell_Kevin as he's known here on NBR, or Kevin Mills in real life, is the international expert with the Roswell Group.

Toll-Free Alienware phone numbers and emails:

UK - 0800 279 9751
[email protected]/ [email protected]

UK Warranty
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Au stralia - 1300 794 003
[email protected]/ [email protected]

Australia Warranty
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Austria - 0800 677 194
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Belgium - 0800 49 785
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France - 08 05 11 37 01
[email protected]/ [email protected]

French Warranty
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Germany - 0800 100 5079
[email protected]/ [email protected]

German Warranty
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Netherlands - 0800 023 3499
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Spain - 800 099 942
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Switzerland - 0800 000 971
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International - 00353 906 456 501

International Warranty
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For widespread product line problems: -- It would appear that Alienware likes to aggregate individual users' impressions by creating product name email addresses. I am basing this on a post by Alienware-Steve, and have no idea if this method is still used.

m15x: [email protected]
m17x: ?
m17: ?
Hopefully all the kinks are gone from any older notebooks...
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*** I have read posts on NBR suggesting that Roswell employees have simply been reintegrated into the standard Alienware customer service lines. When I know more, I will update. ***

Roswell Explained -- Now featuring emails

From the horse's mouth: Alienware has formed a special service project called the “Roswell Group.” This is our company’s first attempt to offer very personalized service without departments. The idea is that you would speak with the same small group of people every time. Each member is a very senior Alienware employee and between us we can tackle any issue you might encounter during your Alienware ownership experience.

Other info: I spoke with Yeenvi about Roswell's duties, privileges, etc. He informed me that Roswell, a mere five member customer service all-star team, is a newish group formed a little over a year ago in an effort to improve customer satisfaction with new Alienware owners. While Roswell was formed with the intention to aid new customers, they are always willing to help older, 1+ year, Alienware customers.

The goal of the group was to eliminate the musical chair swaps (I use this metaphor because I've been disconnected a few times when put on hold for another department.) from department to department at Alienware. Instead of passing the buck and leaving the customer to start his explanation all over again, Roswell was created with the mission to attempt to resolve every case that meets their ears/eyes within 24 hours. No hand-offs, no foolish half-answers, just good, old-fashioned, experienced help.

While using the same computer systems as the other departments, they have full authority to handle almost everything sales, upgrade, trouble, or repair related. There is a "manager" working above the five Roswell members, but because of their do-it-all responsibilities, this person is rarely involved with cases.

If I'm recalling my conversation with Yeenvi correctly, when a new customer calls Alienware's 24/7 support lines a Roswell agent is attached to the case. I'm sorry I can't remember what exactly he said, but I believe the agent attached to the case will review it, and contact you via email with more info if necessary. This is how I came to know of Roswell. When I initially contacted Alienware regarding the production status of my notebook, I ended up getting email updates from Rebeca of Roswell.

I also asked if they are privy to any inside/early information. Yeenvi informed that while they don't necessarily see/hear anything before other departments, given their widespread duties, they are in contact with persons making new product decisions.
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Rebeca Rodríguez
[email protected]
1.866.Roswell ext. 6057
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Kevin Mills
[email protected]
1.866.Roswell ext. 6177
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Jose Guzman
[email protected]
1.866.Roswell ext. 6069
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Yeenvi Campos
[email protected]
1.866.Roswell ext. 4806174 (6174?)
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Patricia Castro
-- No other info yet. --
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Critical Issues Team: -- Need to find out more, but it would seem this is the group handling customer service issues that escalate beyond call center supervisors. Is there anyone who has moved past this level of authority in Alienware's customer service hierarchy?

I found one contact active in August, '08 and one in March, '08. I don't know if these are current.

Virgilo Castillo
[email protected]
Phone: 305.251.9797 ext. 6034

Sebastian Ortega
[email protected] -- This is a guess given Alienware's method of assigning email addresses.
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NBR Members that are AW Employees: -- As now, this is merely a list of names that appear to be Alienware employees. Please help to authenticate it. The hyperlinked names seem legitimate at first glance with the exception of Breed. I could not find posts for the other members.

Roswell_Kevin

Alienware-Adrien
Alienware-Ariel.D
Alienware-Armando -- [email protected]
Alienware-Breed -- I doubt this user is legitimate/still active, but be sure to search the postings if you'd like to see a "black m15x"!
Alienware-Frank
Alienware-Gabe
Alienware-James
Alienware-JohnL
Alienware-Juang
Alienware-Kristian
Alienware-Laraque -- [email protected]
Alienware-Mauricio
Alienware-Raul
Alienware-Robert
Alienware-Rose
Alienware-Steve
Alienware-Talia

Recently Outsourced Alienware Employees:

sneakyFspy
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Alienware Big-Wigs:

[email protected] is supposed to reach the eyes of Nelson Gonzalez or Arthur R Lewis, Jr. or whomever is in charge over there.

Mark Diana -- Sr. Merchandiser - PC Gaming at Dell/Product Marketing Manager at Dell Corporation (Alienware)
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holy crap we posted at the same time
urs is better i have roswell kevins info if you need

nice job i was gonna get user ideas on mine .... sigh + rep

ill go back to sulking

 

Think it's worth posting service center locations?

Oh yeah, BUMP!

Thanks for the rep. Great minds etc. I started in shortly after I got the PM back from Chaz.

 

Very nicely put together TwoBall. +rep

 

AW-Kevin is the Roswell guy for international customers.

 

Can I perhaps get a former employee tag as I'm about to be let go on Friday?

I will definitely be more active on this forum now that I shall have more time on my hands. Please let me know how I can be verified... thanx!

If this helps any, I was hired in September '08 by Sebastien J. and my (acting) direct superior at the moment is Claire B. My name is Olivier and my AW name is EUOMA.

 

+1 to u twoballs...

maybe chaz could fin it in his ways to add this to a sticky....

 

bump and rep will come along shortly

 

I am really sorry to hear about the layoff's, they couldn't have come at a worse time. Good luck to you.

 

any inside info?

 

Really nice job Twoball! +rep

 

Very nice job - this earned a sticky.

 

nice thread! +1 rep

 

Roswell-Kevin can be reached at "[email protected]". AW-Armando can be reached at "[email protected]". for what it's worth, AW-Laraque's addy is "[email protected]".

 

Thanks whizzo. I'll pop those in now.

Just did a big update before I lose myself in the L4D update. WOOHOO!!!

I called Roswell whilst driving home from work to get a better picture of their privileges/responsibilities.

Please, I encourage you to point out any errors, inaccuracies, etc. to help this sucker along. Formatting suggestions welcome too.

 

nicely done +1 rep!

 

Wow

This is a nice good bit of info! No one should have any problems with customer service.

+kudos

 

Has somebody spoken to my colleagues at Roswell support, today or yesterday? I heard some rather worrying news about their status in the company in regards to the realignment and merger.

I don't understand the move if true, which is why I'm asking if someone from this board has contacted them recently. I heard about this rather late today and did not have time to call Kevin myself and inquire.

I can't imagine the meltdown this board would go into if they touched that team...

 

now that you mention it have emailed about 5 time and they never respond any more not even a automated repsonce you have to call

 

Just curious, Where does the AW Critical Issues Team Headquarters Dpt fit in? I am told they report directly to the CEO.

Are they above or below Roswell support.

I have an M17x paperweight since the day I bought it 8 months ago with $4,500 invested. I need some help.

Thanks.

 

Hi! Nice Thread I realy like it! From me +rep as well

Greetings
Julian

 

I did a bit of trolling regarding the "Critical Issues Team" and found another email contact from August, 2008. If you like, you can thank this disgruntled AW patron.

It would seem the CIT is the last stop CS agent(s) for Alienware before you're shouting in the CEO's face.

Updated the info accordingly. Also put in a disclaimer regarding Roswell's disappearance.

 

The Critical Issues Team is higher than the Roswell Crew. They pretty much can do anything IF they want. They gave me a refund after 9 months of having my m15x. They also replaced it number of times, one of them was with the m17x. Juan Carlos Nunez (who moved to the marketing department) was really really nice. He would pretty much do anything to make you happy. He got replaced with Will Irizarry who was also very helpful. Sadly, last time I checked, he is also no longer there

By the way, before I got help from Juan and later Will, I dealt with Virgilio Castillo, and trust me, you really don't want to talk with him

 

AW is telling me now, under no circumstances will they swap out a machine that is having reoccuring issues under the warranty. I purchased a 3 yr extended and am only 8 months in. I specifically asked if this continues for the next year back and forth, back and forth, your telling me that thats all you will do. I was informed "that is our policy". To be clear, this is not software related issues. They have replaced 3/4 of the M17x hardware already.

Oh, by the way, this is not legal in either FL where they are located or in MA where it was shipped. I have spoken with the BBB in both areas, the MA consumer affairs dept, Attorney Gen office, and the Federal Trade Commission. All agree that this is a breach of thier warranty and contact etc.

 

Does anyone know if the Critical issues team in Ireland is still there?

 

Ireland is closing

 

the Ireland station's on the way out, yeah. looks like it's Bratislava from here on.

 

Bratislava is in Slovakia, isn't there a station in Poland as well?

 

http://www1.euro.dell.com/content/topics/topic.aspx/emea/corporate/pressoffice/2007/uk/en/2007_11_20_brk_001?c=uk&l=en&s=corp

http://www.eurofound.europa.eu/areas/populationandsociety/cases/sk001.htm

 

sneaky .... i wonder how you find all this stuff... crazy

 

Thanks for the info Sneaky!

 

I used to work in with the Roswell Group as the tech lead. I stopped working for Alienware almost a year ago before all the changes.

Unfortunately I must say that the Roswell Group is completely closed and the agents working there were moved to the regular technical support department.

I really regret all the changes that Alienware-Dell did, especially with the Roswell department, those agents were doing an excellent job.

 

Yes. They did an excellent job and demonstrated how good tech support can be.

I think some of the Rosswel folks got moved into the business tech support department. I'm fortunate to be a business customer and have always had a very positive experience with them.

 

welcome and thank you i hope you stick around so we can prod you for information

 

"Prod?" Curious choice of words coming from a ............:laugh:

 

in case you want to add some APAC cust serv numbers...
Singapore: 1 800 394 7426
Malaysia: 1 800 882 888

both currently toll free, both currently have the M17x on their sites. the reps aren't exclusively AW, until u make an order and get one of their extension nums.

the flag-colour version used in the first post didn't work out for SG: Singapore / Singapore / Singapore.

 

I'll be more than welcome to help you in anything that you may need. That's why we are here, try to find answers.

 

Any info on the M17x? or M15x?

 

shame to hear Roswell ate it. now there's no "last line of defense".

 

If you need to speak to a rep about the NEW M17x Call Team BlackHawk from Dell

 

Fortunately Alienware's top notch business account team is still providing service to it's customers.

EDIT: I was given the business account number after I purchased through AAFES. Called T.S. today and was told I'm not able to use that service anymore so I'm now using the regular T.S.

Unfortunately the T.S. is night and day. I now have to try and understand a thick accent and the support person was clearly reading from "q" cards. They really didn't know what they were doing and had to put me on hold to answer any questions. This is most unfortunate.

 

Is the warranty for the M17 transferable ?

I need to get the Extended Warranty
just have the 1 yr for now
So which do i get it from ?

Team BlackHawk from Dell
or
Roswell
or
Generic Tech Support
or
Alienware

Thanks

 

The warranty is not transferable. When you buy your rig get whatever warranty best suits your needs and for a duration for as long as you think you'll have your rig.

 

Could someone help me. IN the future I would like to upgrade my video cards, so if I have 1 260m GTX, could i upgrade to dual 280m GTX?

If that is possible, where do i go or call the alienware people? And do i send it in, how long?

THanks if you can answer this!!

 

This is the wrong thread. You should ask in the Owners lounge for whatever laptop you have. I'm assuming you're talking about the M17x. If so, then yes you can, just call tech support when you're ready to order.

 

lordvader,

I know this is coming a little late now. (I haven't been on here as much lately)
If you are moving from the states or canada to the UK, you can get the warranty transferred to the UK support team. (and vise-versa)

If i'm not mistaken, you'll need to contact US Customer Service.. Which would be with Dell.. and request to have your account transferred from US to UK..

The only problem is, I think you have to had lived in the UK for 6 months or more.. I'm not totally sure anymore..

Hope that helped you somewhat.. even though it's probably a little late now.

 

THANKS for the Info it Helps

 

Can they also be contacted when it comes to orders being delayed? =P

 

Yes, call Dell customer service for further information.

 

This thread should probably be unstickied and left to rot unless a Mod intends to update the first post. 80% of the data on it is severly outdated, and with Dell providing CS for the M17x, the remaining valid data will eventually be bad as well.