Alienware Customer Service Experience.

The day Vista came out, I thought I would upgrade my m5550 notebook to support Vista Ultimate.
Ok... So I am not the most brilliant person on the planet... Here's what happened.
I got out the book, screwdriver, and a can of air spray to clean out the inside with, and opened up the bottom. 9 screws. 8 short, 1 long. Remember that, it's important for later reference.
I was particularly interested in switching my 1GB RAM for 2 GB, so I wanted to see what I had in there. *Yes, I know I could have logged into the site where it shows the exact configuration on Alienware's support site, but I thought I could get it easier this way since an internet connection wasn't readily accessible.*
I pulled out one module (512 MB) to see if the stickers told me what standard it was. It didn't. So I put it back, sprayed out the inside, and closed it back up. Now, there is no diagram that shows where the screws go. So I put them all in where they seemed to fit. Now, the long screw I didn't know where to put it. So, I figured the part of the case at the bottom where it kind of rises would be the most "logical" place. It didn't fit. So, I found the opening marked K/B, and put it there. It fit perfectly. Now, I didn't exert lots of pressure or anything, but it didn't go in the first place. When I put the battery back in, plugged the computer in, and tried to turn it on, it failed to boot. It tried to, but powered off after 4 seconds.

Now, I know enough to know that I had reassembled the computer correctly. But I opened it up again to make sure, and put it back together. Upon a retry, it failed to work.
Having worked in technical support for a cellphone company, and having been in customer service before, I figured that while a tech couldn't help me, they might be able to tell me who to take it to or send a tech out to help.
Problem #1. The guy couldn't hear very well, I guess. He asked 3 times at least if I had put a third party memory module in. I told him no. He proceeded to place in the notes a statement that I had put a third party memory module in the system.
Problem #2. The guy was a nutcase... literally. He had me remove the memory one module at a time, trying power on between each step. He had me remove the wireless card. He had me remove the BIOS battery on the MOBO, put it in upside down, hold it there for 10 seconds, and then put it back in correctly. Still didn't work...(I don't think this guy knew anything.) Finally he says, "You damaged it. That'll be $260 to mail it in." I swallowed hard, thanked him and hung up, telling him that I would think about it.
Ok, a week goes by, and I thought it was best to just get the thing fixed. I didn't think I had damaged it though. So I called up and argued that I was merely following directions, and I didn't think I should have to pay for the shipment. The lady I was talking to said that the notes said differently. I argued some more, and finally after being on hold for 20+ minutes she came back with authorization to process return RMA shipment for free. And then offered me a 10% discount on the memory upgrade I wanted. I jumped at that. It wasn't in stock. So, they gave me the Corsair price ($240) on the Patriot PDP memory I wanted (worth $306.00), and told me I could have the repair depot techs install it. I told her to do that and hung up.
I mailed it out on 02/12/07. I called them up middle of that week and ordered the 9 cell battery and a bluetooth adapter. They gave me a 10% discount on that too, bringing the total cost to $82.80 on a $100.00 purchase.
I thought life was good then...
Until I got a call yesterday (02/22/07) from a depot technician. He told me that there was a problem with the motherboard. He said that it looked like a screw had been put in the wrong place (which DID happen) and a small dent was appearing on the motherboard and that was keeping the computer from powering on. Cost: $196.00. I asked the guy what the cost was for upgrading the motherboard to support a better CPU. *A tech had told me before the motherboard I had didn't support anything but 1.66GHz.* After long hold times, he told me that I could put an upgraded CPU in the same model motherboard that I had in there already. I took his word for it because he was actually a technician and had the computer with him. So he offered me a 10% discount on an upgrade. So, I bought the 2.33GHz CPU and paid for a motherboard too. Total cost: $800.00. So, now the computer should come back with a noticeable performance increase, as well as at a lower cost than I could have paid.
My cut on their service: Less than knowledgeable people they employ. The people don't know their product and so have to place the customer on hold for LONG periods of time (I waited for 30 minutes once before hanging up.) They have agents working who will work with a customer who is nice and doesn't yell at them - but they don't know how to fix a computer. They are willing to be conciliatory - 10% discount case in point... I would have liked a larger discount, but, hey, this was my fault in the first place. I have had zero complaints about their product's performance. Everything that has been a problem has been my fault.

 

hmm well hopefully i dont have problems with my laptop i got. i actually just ordered it and it should be shipped in about a 2 weeks or so. but at least u got a discount. XD

 

Like I said... I haven't had any problems that were Alienware's fault.

UPDATED 03/04/07 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Alienware told me that all the parts I requested for my upgrade were in stock. I called them on Monday to check on repair/upgrade status, and they told me 1) that the box I had mailed it to them in was trashed, 2) that they had a part on hold - an LCD hinge cover. That makes me kind of concerned about the actual condition of the computer case when it returns.
The computer will finally be back on the 7th. I shipped it to them on the 12th of February. Quite the wait!

 

So, my computer came back on the 7th of March as predicted by the shipper (FedEx). However, the $800+ upgrades that included CPU and RAM were not installed. At all. I opened up CPU-Z, I used the "System Information" tool to confirm this. I accessed the BIOS as well. It showed a 1.66 GHz processor installed - still. Installed memory showed 1022 MB, instead of the expected 2048 MB (this doesn't count the graphics card dedicated RAM). In addition, there was a pressure defect on the outside of the LCD panel, a dent/scratch at the lower right next to the LCD hinge, and a decently large scratch right through the head of the alien on the lid. Made me think more of a skeleton than the head of an alien. Needless to say, I called technical support upon discovering this issue. They put me on hold and kept me there for more than 10 minutes, at which time, I hung up and called back later. The lady I talked to put me on hold for a while and came back to tell me that the situation was appalling, and that my case was going to be referred to a special claims group within Alienware.

I was contacted within 48 hours, and I was given a magnificent apology by a special rep assigned to the case. Alienware fell all over themselves to apologize. However the only way that they could rectify the situation was to have the computer sent back to them. I asked if a tech could be sent out to install the parts, since that was part of the service included at the time of purchase. They said for RAM, that wouldn't be a problem. But the CPU was different, and would need to be installed at the repair/upgrade depot. They said that the repair depot was located in different place than the upgrade depot. Which, they said, was the reason the upgrades were not installed at the time of repair - despite their statement that the computer would not be shipped back to me till they had been installed. That said, the rep assigned to the case decided to e-mail me a return label that allowed rush treatment. Two day service instead of 5-7 day shipment. Then they proceeded to tell me that I had had VIP service before!!!

Pardon me for being direct here. I am baffled by the business policies of Alienware as a company. I will take anybody down on whether or not Alienware makes a good system. Based on my experience, I have had zero difficulty with performance. But if someone were to take Alienware as a business, I will state right now, I am shocked that such a highly reputed company would treat their customers with such duplicity. Let me be clearly understood here. If any Alienware representatives ever read this, pay attention! Thank you so much for a quality system! Shame on you for treating your customers in this way! I am astounded that a company with so much in their favor would go so far as to make one statement, and then act differently. You're not the biggest company out there. You should have the ability to see the statements made in the notations on the account, and act upon them. You should be able to put two and two together and be able to say "This customer bought an upgrade as well as a replacement part. Install the upgrade before sending the computer back." You didn't do it. You lied to me, and while I appreciate being apologized to, I don't think that the apology should have had to be proffered in the first place.

That said, I am now waiting for the computer to come back to me again. I had to allow them access to the hard drive so they could format it to install CPU drivers. They didn't tell me that until I got my computer back in shipment to them! I had no way of keeping my files. So much for that. (I don't have back-up ability in the first place.) I am frustrated, irritated, and upset that Alienware treats their customers with duplicity. I am sorry to be so blunt, but I am NOT a satisfied Alienware customer, and won't be until I have been satisfied that they aren't liars, and that they treat their customers with business-like and professional behavior.

Any comments?

 

That is indeed a sad situation. Alienware needs to basically start over with their tech support department it seems - new management and more consistent training for the employees.

I hope they read some of the testimonials of their customer service. I find it hard to believe they don't know about the situation already though.

 

How could they post on their own website that they have industry leading customer service? That totally contradicts the experience I have had. In addition, everyone I have talked to is some kind of foreigner with an assumed English name, like "Daniel" or "Norman" which aren't normal names for them... they don't speak our language well at all.

 

Power too you . Each time you mention Put on hold, I shiver. And i thought Alienware was the mother of all customer service. Since they have some outrageous prices for their product you'd expect great - above mediocre customer service. Instead what they did to you was BS. And that foreigner issue I totally agree, What happen to real english speaking americans all i ever encounter are indians and asians that have subpar english, some times worst, no offense to them, but they should leave customer service to those that can actually understand what is being said and respond intelligently. Everyone i know claims Alienware to be the cream of the crop. But after reading post like this, I'll beg to differ. True their products may be solid, but their customer is only mediocre of what is expected, and that shouldn't be for a company with such a reputation for it's grade A products.

I hope you'll recieve that lappy back in 99% condition. If not i suggest you give them hell. I wouldn't take that BS from a company that I payed hard earn money just so they flake out on customer service. Either way Best of luck and give em' HELL !

 

I have come to the conclusion that Alienware is serious about making amends here. They are offering to send me a review unit of the m9750 so I can review it. I will work on that with them *rubs hands...*

 

Oh, by the way, they never sent me the review unit. Instead, they gave me a $50 gift certificate to www.amazon.com and I got a Logitech G5 Laser mouse. So much for review units.

 

so what happenned?

did they replace your computer? b/c that's a rather horrific story, since your laptop came back w/ all the cosmetic damage...it's an alienware, we buy alienware's b/c it look s good (well one of the reasons =D)

 

They fixed the cosmetic damage for free, they replaced my screen, they upgraded the computer and then the free gift card to Amazon was an apology for their mistakes. I would buy again solely on performance. If I did it again though, I would make sure that I upgraded it all the way before buying.

 

glad to hear...b/c it's not the first that I heard of tech's messing up the casing of an alienware laptop...

kudos for a happy ending

 

omg dude. i hope i never have to go through that. cause if i went through that crap i would just never buy from them again and down talk alienware to everyone i know. but i have yet to run into a problem with my notebook so...im pretty satisfied.

 

Man lol i would die if that happened cause i pushed my mom to buy me the m9750

 

to be honest, they really don't know too much. Like any other tech or cust service rep. They just follow procedure and try to downplay things if/when ppl ask them about things that can't be answered by looking into a book, manual or their supervisor. If that is the case, then they are doing their job.