Alienware Improvement Thread

Begin rant/

First of all, if they would stop making false promises, than people would probably be more patient with the whole ordering process.

and Second, Lose the whole "order status" page, it does not work, and just cause people to get angry when they see their process is going back-words, and not forward, if you can't figure it out, don't use it.

I ordered my m15x (for the second time) Monday the 3rd, So far I've had to call there 5 times, and not one single person has been able to give me a straight answer.

First call, I am told that they cant tell me anything and I should call back tomorrow.

One lady told me my cpu was on back order, so I say ok, I'll downgrade it to the t9300, than she says oh, it isn't on back order now... ???

So I immediately call back, and this guy says he has to email some other guy to find out whats going on, and I should call back in 2 days???

I call today, and I am told it is a billing problem, and than he says that it is weird because it shows I've already paid in full. He assures me my laptop will ship no later than next Monday.

False promises, I wonder if thats their script, tell someone it is going to ship, when it does not ship tell them that it is only an "Estimated" shipping date.

Like I said, I would be MUCH more patient if they would just operate Honestly with their customers.

\End Rant

 

If you have questions regarding status of your order, you can always message Armando or myself. We'll provide the latest status as shown in our systems.

Thanks!

 

man the best CS you want to talk to is Rebecca, I forgot her contact info but Oceanus has it I believe. If it wasn't for her I would have canceled my order too.

 

Yeah. I personally think she's the best too.

Here's her contact info if you need to speak to her:

In any case, I think I've made a rant thread similar to this awhile back when I was waiting for my m15x. Read at your own discretion: it's long.
http://forum.notebookreview.com/showthread.php?t=277372

 

Shes Better

Siham Abdelnour Ext. 6142
Roswell Support Group
Monday-Friday 8:00am-5:00pm Eastern Standard Time
Phone: 1.866.Roswell
[email protected]

 

*shrug* I would prefer Rebeca over any CS representative any day.

 

Guys don't put out that info because I believe in a lot of emails it says to keep it private. I'm just warning you so you don't get infractions or anything.

 

You mean this?

 

Oh never mind then I was talking about that

I like this thread though a lot of good info here. That rant is pretty much spot on.

 

Speaking of Alienware Improvement, while I've never ordered one before so I don't know anything about the ordering gripes, there is one big Improvement I hope they can do.

Now it's a fact that my XPS M1730's are hideous. A friend called them 'chavtops' (look up chav, UK slang) and another called them the 'comedy suitcases'. Yet it's a fact that I would even rather sport Dell's carbuncle than anything from Alienware. And it's all down to that lid, and the dated alien detailing. So the 'Ripley' looks a bit better (and I did for a while think seriously about the M17x) but come on, the head motif is so 90's. It really needs to go.

Why is it that bar 'the new' Voodoo and a select very few, gaming rig designers seem to all be about 12?

That is all. Thanks for reading.

 

Lol. I agree Vogel - they all seem to be 12-year old sakter kids.

I Really wanted my m15x without the Alien head and lights but obvioulsy they don't do one like that so I have to put up with it. I feel like I'm about 11 years old when I take it out in public - which is not that often. I'm gonna stick something over it.

 

I think most people that get the m15x, m17x and m17 like the glowing AW head. I for one like it very much. It's way super cool.

From what I read on these forums, the only thing AW needs to improve is their CS and bring out NBs immediately after announcement to avoid having outdated and/or overpriced HW in it.

 

agree with steven above I have had nothing but problems, everytime i call i get a different answer. finally someone called my this am to finally go through the verification process for my already approved titanium account from 6 months ago and you know what happens? I call and she asks me what my order number is, what my name and ss # is and then asks my home phone. THEN she says ok you need to wait for the verififcation letter......WASTE OF MY TIME. I once had an alienware that had nothing but problems (was the pentium 4) I promised I would never do business with them again. I saw the 17m come out so i bit the bullet and decided to try again but now i am finished with this company for good. Armando tried to help and you know what response I got from him? I must have gave him the wrong order #. IT WAS THE RIGHT NUMBER. In any event good luck all with your systems I am ordering from a small reseller which i should have done to begin with(it is the only real way to get the full potential of this machine anyway). This company is a perfect example of a company that has gone down the drain.

 

Kevin is another great Roswell Support Agent. He's the one that helped me to get credit from my m5550 to get my m15x.

Kevin Mills
Roswell Support Group
Phone: 1-866-ROSWELL ext: 6177

Monday - Friday 9am - 6pm Est.
[email protected]

 

I am trying to email Alienware with a few questions before I buy the m17. In the past week, I have emailed the sales email address from the contact page 3 times, using 2 different emails. No response, and I checked the spam account just in case.
I don't want to use my phone time to call Alienware and our network doesn't connect to the Alienware chat.
What ever happened to simple email? Email correspondence would be a big AW improvement for me.

 

Email the Roswell crew, then. You will get a response.

 

#1. Their poor warranty transfer program. This just boggles my mind. They are only hurting themselves in the long run. The one thing I will say is most systems ordered by my clients they are atypical from bleeding edge, hardcore users who have a much larger turnover factor. They tend to keep their systems for 2-3yrs and usually piece meal upgrade and order new systems as an addition versus a replacement.

#2. I had numerous problems with my first purchase of a M-ALX system back in May. They sent me the wrong case....then again....THEN AGAIN. The unit that was supposedly QC'd was missing numerous chassis screws. The screws sent were the wrong ones. The memory went bad in August while I was on Vacation. I went to go do a clean install, and the recovery DVD was a dud. The left latch stopped working. I even tried to wash my hands of it and upgrade to a 17x and the stone walling was most fierce. The 19" screen was gorgeous, though.

The only reason I'm giving them another chance is because when I elevated my problem, Christian really rocked it out the park and handled everything great cleaning up the mess. Does it negate the absolute asinine level of incompetent mistakes? No, but it does, in my book, give them another chance. I am logging each and every step for a complete audit trail. If they mess up this time ( I ordered an M17 11/11), that's it and I'm done with them for good and will have no problems telling others to stay away and recommending other system manufacturers (and I do this for a living, recommending systems for clients and small businesses and configuring them once they receive them along with local system support).

Redemption time AW.