alienware customer service

i have been hearing and reading some horrible stories about people and there alienware experience. i order mine about 2 weeks ago and there website has not updated it self to phase 3 and i have called about everyday since i ordered it and they have been nice and they have answered all my question. they have told me that it is in the queue to be built and everything is on schedule. Customer service has also told me that when the person who is putting the laptop together was guna put the first components in. they have been really nice; i dont know maybe people have been having bad luck with alienware. i have owned one in the past and there a great machine and fully upgradeable. I know it takes some time to build them and it is hard to get some of those parts. and fyi this forum is one of the best i have ever been on.

 

Dealing with customer service myself (in a completely different company, selling a completely different product) I can tell you that you're always going to hear horror stories about the customer service of any company. You're usually going to get a good experience youself, but the horror stories you hear about are often times just someone who is looking for an excuse to be mad. Yea, mistakes happen but they're no the norm.

Bad news just sells.

 

firstly welcome to the forum both of you.

before you get flamed down by many many forum members it might be a good idea to think what you are saying before you write it.

yes its true that you always hear lots of horror stories on forums like this. people that receive perfectly working computers dont come back here much as they are enjoying their machines and gaming them to death.
BUT, when you write a comment like the above it just infuriates members. have you actually read any of the horror stories on here yet?
maybe you would like to start with mine at the bottom of this post.

finally you wrote this. Hmmm, i think youll find its not just customer service that is the problem but many many faulty computers with fried motherboards,downclocking,faulty screens and numerous other problems.
i know we slag off CS but they are the front line staff that will always get it in the neck as we have to take our frustration out on someone.

Message to milcs: be gentle now, keep your cool

 

So the customer service was nice and polite to you.. and so they are to everyone else enquiring about order progress or stuff they can easily do.

I have never read a 'horror' story about the CS being rude but just not helpfull and making many mistakes when it comes to understanding what the customer actually wants.

For example, when I sent my M15X in, it had two major problems: the MMC reader not working and the keyboard missing out letters. The tech support guy said that he wrote both of those down for the technicians to check but after phoning in yesterday to enquire whether everything has been repaired, I was told there was no note about the keyboard not working as it should.

So now it's already on the way back to me and there's nothing I can do apart from sending it in again. This is the type of problems that araise, caused by unprofessionalism.

 

crystak that sucks big time.
this has happened to me a few times. worst case was on my first day when i was offered the extended 30 day return as a show of good will. 19 days later i decided to return for a refund and was told, sorry there is no note about the extended return and all i could do was return for repair.

**get ready to have your say. worldwide m15x owners questionaire being posted tonight**

 

i just checked your sig omfg it has taken that long and no refund yet? that's horrible customer service.

 

@DJ... you still keep me laughing mate. It does make the hairs in chest turn when I read things like that, but well... I do have to keep my cool!

Regarding the CS, what I can suggest... whenever you deal with CS, use the email and make sure you state everything very precisely and use expressions like "defective laptop" and things like that.

I only contacted CS through email, they normally answer in one-two days and at least you have everything in writing. My first email said something "There are unnaceptable defects with the laptop and I want them solved otherwise I will, unfortunately, have to send it back for a full refund on a defective laptop".

Be nice (not rude) but strong in your statements.

It worked for me... and I can't really complain about CS. As I said so many times, what I have to complain about is the sh****est laptop quality I've ever experienced in my life in one that is, supposedely, amongst the top brands of laptop computers.

 

at least i havnt lost my touch milcs.
i think out of the whole process of ordering the m15x there was only about 4 days that i lost the plot and was in no mood to be cheerfull.
back to normality now