Alienware CS...

I emailed alienware cs more than 10 times, but they never reply me. so..why does alienware still put their email address on their website? I have never seen this kind of CS before.. especially among American companies(I am an international student)... When I do business with alienware, I feel like I am begging them to sell their laptop to me. Are they never afraid of making customers disappointed?

 

Yea took them 3 days to reply to mine, thats why i started calling them instead of trying to contact them through the mails

 

I had the same experience ... 3 to 4 days ... but the answers are still usefull => better late than never^^

Greetings
Julian

 

The answers they gave me where a bit irrelevant to what i asked.

Not to mention the support, i called them at night since i had to format and the driver cd was blank. Asked them where i could download the drivers for. The guy made me download AlienContact so he can connect on my computer, downloaded all the drivers, including the desktop ATI ones.

After asking him 10 times "do you know how to install those ? Because you cant just click setup and install them since its for desktops" he said "Yes sure". After installing a few drivers, chipset etc, he went and double clicked the setup (oddly the drivers installed without any errors), he rebooted my laptop and then he was wondering why the drivers didnt work (doh).

After that i just hang up the phone since i knew where to find the drivers

Best experience i had with AW atm was the shipping of the laptop since they managed to sent it 2 weeks earlier without any problems Wouldnt ask for anything else

 

Yes there CS is real bad
they dont seem to be helpful at all
its sad cos i Love AW Laptop &
want to get the 3yr warranty
but whats the use when they really dont help
or ask if our problem is solved
its like they avoiding us

 

We apologize for this inconvenience, I'll be more than glad to assist you with any questions you may have....Feel free to send me a PM.


Thank you.

 

This is why you talk to the Roswell Crew instead. They generally don't take long to respond to your emails and most of the time, there is little to no wait times on phone calls. Plus, the majority (if not all) of them speak fluent English, so you won't be misunderstood when you're trying to tell/ask them something.

Roswell Crew
Phone: 1-866-ROS-WELL
Email: [email protected]
Business Hours: Monday - Friday: 9:00 A.M. - 6:00 P.M. EST

Try them out sometime.

 

What's this whole "Roswell Crew" about? Are they a special branch of AW tech. support?

 

Pretty much-- yes.

 

So there's AW Tech. support, and then there's also the Roswell Crew?

 

Yes, just think of the Roswell Crew as the top-tier division of AW Customer/Technical Support.

 

I've had two dealings with Roswell now. One good, one not good.

There's actually another tier above that - Critical Issues. They're probably even more worthless, though.

 

Is the roswell crew only available to US customers or North American customers or do they deal with international customers as well?

 

I had same bad experince like CooLMine
AW support doesnt HELP
Its not that they dont know, they just act dumb
so we wont call them again, thats real Sad
the way they behave
I had ask Jake- 10 times the same Qs & he ans
about something ese im not even asking about
& finnaly I asked are you trying avoid my Qs ?

ok now whats "Roswell Crew" about?
whats there 800 no ?
Is this a option service from AW ?
or a diff company
cos i did not get ext warrranty on my Laptop
cos i heard a lot of bad things about AW customer care
& after i went through with it knew its true

I would love to get the Ext 3yr but with someone who cares & will help me in every little thing i need

Is there anyone from Alienware on this forums & reads this Please Please have better people on Customer care that really will increase alot on your sales & name

 

I'm fairly sure they handle international customers as well, though for you, I suggest emailing them should you contact them. The number I have listed above is toll-free for US customers, but if you're an international customer and you're willing to pay for the call, then go for it.

 

well alienware is makeing me mad ordered the 23 and i got to phase 7 then i had to go back to phase 6 and the rep confirmed it .... i was in phase 7 for 7 days beforeit went backwards!!!! how can you screw up installing windows and drivers

 

If you still require order status information, feel free to PM me your details.

Regards

 

The Alienware reps here on the forums are very helpful so ask them for assistance if needed.

Tech support is hit or miss, generally . . . I find this to be the case with most companies.

 

I guess you are correct
So its a waste to get Extended Warranty

I prefer to donate to these fourms
cos they more Helpful

 

Chill out, it might just be that your system had a "bad apple", they found it out before sending the half working product to you and now they are fixing the problem, so that you actually get what you ordered in fully working condition.

 

i called into the billing dept of alienware because my order was processed on 3 payment installments due to "credit limit" on a debit card, even though i specified not to. the woman on the phone told me not to look at the phase status as 100% accurate because it's done through some automated thing, and many times it records it in stages that it isn't in. it's more of a general purpose, "how far along have they come" rather then, "what are they physically doing to my computer". patience is all that really counts with botique brands.

 

horrible for me i keep getting the crappiest answeres its horrible im almost a month since my order been 24 days since i ordered and im still in phase 6 i almost do not want to order again i think imma build mine next time

 

eh, phase 6 is usually just a day or two before shipping. still, hope all goes well for you down the stretch.

 

As AW-James prev. stated, feel free to send us a PM with any questions you may have. If you are not getting the right answers, we will be more than glad to assist you.

Thank you.

 

no lol i was in phase 6 2 weeks ago then i moved to phase 7 after 5 dyas in phase 6 i went to 7 then 7 days into phase 7 i went back to phase 6 and have been there the pst 2 days !!! so 2 weeks in 2 phases. i asked what was holding it up and i got "our technicians are fixing it" i just wanted to know

point is 24 days and it hasnt shipped and im still in phase 6 is not good at all "when you pay for the best you expect the best " but i guess perfect is neer perfect now i wont have it for collage or my b day ohhh well

 

" As AW-James prev. stated, feel free to send us a PM with any questions you may have. If you are not getting the right answers, we will be more than glad to assist you ".

PM you guys no reaction..
about 40 E-mail's no reaction..

CS don't start about it..

 

Try contacting the Roswell Crew about it. The email is in my siggy.

 

I just called the Roswell Crew regarding my m15x and what steps I need to take to send it in. I was talking to someone within seconds of calling and he was extremely helpful and informative. He didn't try to avoid questions, stating when he didn't know the answer and he did some research to answer my questions later. I suggest the Roswell Crew for all your alienware tech support needs.

 

What is this - Roswell Crew ?

do they have a phone no ?

 

nope. Roswell is so top-secret, they don't have any sort of connection to civilisation - no phone, no electricity, not even flowing water!


of course they have a phone. christ.

 

Here ya go. 1-866-Roswell

 

now now whizzo be nice some people dont read alot

 

yeap. Almost the same thing

 

sadly I have been the owner of a m17x that has never been rite nor has alienware been close to helpful my system came missing chassis srews bad sound card or speaker conection bluray broken wrong hd the list is long and as of 3/30/09 my system still dosnt work. I got it on 1/4/09 first rma 1/9/09
I asked them to take it back they said no problem were srry it doesnt work that happens somtimes there will be 15% restocking fee. In my case almost $500 so live and learn my advice dont bother with alienware its not worth the risk

 

should have contacted roswell. If you push hard enough and explain ALL the problems and still be a hard case, they WONT charge you 15%. TRUST ME!

 

Yea, if they send you a broken device, you cannot CANNOT be charged a restocking fee. If you talk to the supervisor and they still will not let you return free of charge, you could file suit legally.

While I am a law school student this is not legal advice.

 

I personally dont think people should complain about Alienware CS until they've actually experienced CS from other PC companies. Then you would understand that bad CS exists in ALL companies - Go and read around the other Vendor Forums and you'll know exactly what I'm talking about....or just search Bad Service right here in these forums and you'll be "SURPRISED" that Alienware is not the ONLY company that people experience "Bad Service" with......I cannot believe how "Short Sighted" people can be Am I the only person that finds these threads tiresome?

I for 1 own 3 Alienware computers and have had very few problems. The problems I have had were solved quickly and efficiently which even included a free upgrade of my 7800GTX video card to a 7900 GTX video card PLUS FREE international shipping which according to their policy I should have covered = GREAT SERVICE!!!!

 

lol... just posted following you on a similar thread elsewhere here, XRod - and again, you're absolutely correct. I think the best thing you can do, though, is just to post about your good experiences, to show that there is some good to offset the bad. remember, the folks who are angry are frustrated for a good reason - they've got an expensive toy that they were really looking forward to, and it's not working - and it's natural to want to vent. Honestly, we're not going to change their minds, and I'm not sure I'd want to - they've had a bad experience, and certainly have a right to take their business elsewhere because of it.

But for the rest, the folks who come here to learn how Alienware does business and if they want to buy from them, it's important to offer counterpoints to show that not every transaction is like this, and that it's actually pretty rare. (as you say, like all customer service!)

Now, my new M17 is due to arrive in a while, and if it doesn't work when I get it, yeah, I'll be on here telling my sad story to the masses. But I'll also try to stop by and post a supportive post if everything goes well... only seems fair.

Right now, the only complaint I have is a looong delay (two, in fact!) due to graphics cards being out of stock. I'm really frustrated by this, and gave serious thought to going elsewhere, but I haven't yet because I really like this particular system...

 

I've had mixed experiences with Alienware customer service. When I got my M9750, it didn't come with HD mounting screws for my second HD bay. I e-mailed Alienware, and within a week they'd shipped out new screws. No hassle, no questions. Simple and efficient.

I later ordered an Aurora desktop PC, ran into some difficulty. I normally build PCs myself, but I had credit with Alienware and my company was re-imbursing me, so why not? The CS was not... fun. They didn't speak English well, and they couldn't understand me to save my life. There was a huge language barrier trying to understand our basic issues. A 5 minute phone call ended up being about 30 minutes. Everything got worked out in the end, but I'd have had no trouble communicating if there wasn't a magnificant language barrier between us.

 

Any news when the 4870 will be out by
by when can we will be getting to upgrade