Alienware Horror Story

Heh, I was being sarcastic but I suppose it was a little too straight lace.

I haven't spoken with an Alienware rep in months, just making a joke about what they might be doing (talking to me about dinner).

 

Stone, you got a PM.

 

Thanks I responded.

 

I think you are flaming the company pretty hard. CS, as some other people have said, is best to think the worst of because it is generally crappy. I've dealt with Toshiba, Dell, HP and a myriad of other providers. Toshiba has been the worst so far... Dell it depended. Hp was on and off.

I ordered my system on the 26th of March and I called yesterday and they said mine will probably be shipped out today or tomorrow. They were very helpful and answered my emails within 24 hours and I think that is amazing.

 

Flaming the company hard???? I waited 2 months to get nothing, I was told nothing, the only way I found out my order was canceled was from my own detective work. So in your world I would supose this is a normality, im sure Toshiba didnt screw you over like this.

 

WHAT ??? Are you refering to Alienware ?

 

You're new here, so I'll cut you a bit of slack.

Bottom line: some customers, including myself, have been abused by AW after spending $4000 for a top-of-the-line system. When I pay that kind of money for a gaming laptop, I expect it to be a gaming laptop. Every facet of AW's operation is extremely lacking, from their MRP system to their QA/QC procedures to their design engineers to their CS practices. Every...single...facet. While my system was being built, every single one of my comments and concerns fell on deaf ears, unless "do not rush my build" translates into scratch the lid and make sure the GPU hits 105*C.

So please allow those who were excited as hell to get their m15x only to be BOHICA'ed voice their displeasure with their AW purchasing experience. Until you've walked a mile in our shoes, don't dismiss or devalue our comments.

 

Actually, Toshiba did screw me over pretty hard. My laptop from them worked well for maybe a month and I called over and over about the problem with it overheating and just turning off. They never did anything. A friend of mine at school had the same issue and when she got hers fixed it took them 3 months to do so. I'll never buy from Toshiba again because of that.

I am not devaluing your comments... however in flaming the entire company you are practically assuming every person that works there is just out there to screw you over. It was these sort of threads that actually almost frightened me off from buying the computer.

Uh yeah o.o I was surprised that it was going to be shipped out (I feared that it may have run late like everyone else's and I would have to change the shipping info)

If you weren't happy with the service, then return the machine and get a different one. If there were things wrong with your machine and you did indeed want it, did you get them to fix whatever was wrong?

 

you're forgetting AW's personal restocking fee. And just to make things fair if you buy it in Europe for 2 weeks there is no restocking fee... Nice consistency in the company right there but then again when in Europe you wait 2 months to get the computer you'll never think of turning it back maybe .

And I agree with mysterio the people posting in this thread are people fed up of being screwed by AW customer support or AW customer support wannabe's (some nice guys posting on the forum till they get advanced to the phone answering). And for the record I don't have any issues so far with the computer and it is wonderful (knocks on wood) but I still would never recommend AW to anyone without telling them how bad they are in planning/CS/deals etc. I mean I paid them tons of money that coupled with other tons of money from other guys payed their salaries while they were on vacation probably. And after two month when many of us decided to call and get angry on the phone we were suggested to cancel the order. And when I asked to talk to a manager (2-3 times) he was always busy and will call me back in 24 hours (never happened). Bah too much details for this, anyway you get the idea .

 

Please keep it under control in here, things are borderline on this page so this is future reminder.

 

sorry, love you chaz, in a hetero way

 

heres another horror story http://forum.notebookreview.com/showthread.php?t=238517

 

AHAHAHAHA...

 

wow ... pretty long post ...
let me offer my 2 cents ...
I do own an Aw PC (desktop) and will order the 17X. I know in ordering a newly released system I will find some kinks... no prob. we can work it out... I don't want to start a flamewar since I’m new on this site (I'm looking for more Info on the 17x), but you go to take this post with a grain of salt... AWaboutTIME, didn't really got to touch the system... he encountered crappy CS on the order status and yes he is in all his right to cancel, but to bash the product and the support when you didn't got to experience a technical issue ... that (in my book) is just wrong... I had good experiences with their support team, specially the "senior team" and "critical issues".
Yes you're paying top dollar to get people that know what they are doing... and many do... just read the composed posts of people that understand computer parts do fail (*GASP*), and my favorite on this thread "callidor", who may be the one to understand the guys building the PC in the US, have never even seen the guys answering the phone in India, or Costa Rica, or wherever.

Finally AWSteve, apologized and tried to make things better... that scores high in my book... perhaps the issue lies on the layer 8?



_______________________________________________________________
AMD Athlon 64 X2 3800
4GB Dual Channel DDR2
Single Drive Configuration - 160GB 7200 RPM SATA
Nvidia GeForce 7900 GT X2

 

I would agree that the post should be taken "carefully" but AWabouttime only complains about the CS in his original post and he does not bash the system in that post at all. After, people started to post their own problems with the system not with the CS specifically and the people that still have big issues with the m15 have all the right to bash the system and the CS.
About the steve/frank guy... don't get me started but they get a -1 in my book.

 

Not once do I bash the system. In fact I said its probably a great system. All i said is that this was handeled horribly, and the CS in alienware needs to be revamped. Search the forums, there are tons more like me. And yes, its an ignorant statement to sit there and say alienware doesnt deserve me saying any of this....lets see you go through the same thing and see what you have to say.

 

I've been through a lot with AW. All I can say is that it's a HATE or LOVE relationship. lol

 

as I stated,... i've dealt with them...
Maybe because i've been working with computers since the comodore 64, and i've built my own desktops for years i have clear expectations of what can and can't be done...
I concede that the product bashing was done by other members (my bad), and my apologies fo it; it just seems (to me!) that the generalization of bad CS througout the whole company is unfair.... once again i've done computer work (just not over the phone) and I know is hard enough to troubleshoot when you have the system in front of you I can only guess how much harder is to do it over the phone... another handicap i have is that I'm happy playing on my desktop and usually host lan parties, so the notebook is just a replacement for the times I'm out traveling, as i said, when i order a new product I'm already expecting delays... so I try not to let some CS (who may or may not be able to buy the same product I'm buying) spoil my purchase or my gaming.

as dhoang417 said... is love hate relationship and I've given my 2 cents.

_______________________________________________________________
AMD Athlon 64 X2 3800
4GB Dual Channel DDR2
Single Drive Configuration - 160GB 7200 RPM SATA
Nvidia GeForce 7900 GT X2