Alienware Nameplate Question

My laptop arrived with a personalised name plate, but with AW: in front. Is this normal? I.e. say I typed in 'fishsticks' in the customising page, is it meant to arrive as 'AW:fishsticks'?

 

I dont think thats normal... Lol.

 

That's what I thought - but the rep I just talked to insisted it was. If anyone else can confirm/deny that this is the case, please do so

 

If you also type in the "AW:" in front of the text you want, then it will also include that, because for that textbox, it will only give you exactly what you type in there, say the text in the quote is the textbox then if you type in "Kingjc's AW" then the nameplate will just print as Kingjc's AW.

 

Yeah, that's what I thought, that the textbox shows exactly what it will appear as. I typed in 'fishsticks', the preview image showed it as 'fishsticks', yet it has arrived as 'AW:fishsticks'
The rep was trying to suggest that the AW: is put in front of every custom name tag, to show that it is an Alienware...regardless of whether you want it or not

 

Oh really? Well if you want to, you might want to go further by demanding them a new plate replacement, because as far as I know, Alienware is the only brand that offer a Nameplate at the back of the laptop, not even Dell (whose AW's parent company) do that, so I guess those rep just said those to get rid of more question from you, if it was to me I would have go further as it is what you pay for and what the warranty is for.

 

Yeah, I'll give it a shot again tomorrow and press for a plate replacement, hopefully this time the rep understands :/ If I knew the nameplate would have ended up like this, I'd have gone for the standard one instead

 

I agree with the others on this thread that something went wrong during the order or when DELL was prepping them. I have 5 alienware laptops with nameplates 3 of which were customized during the order and they only display what I typed into the field when I was ordering them.

Only on my 2 that were ordered from DELL Outlet as certified refurbished have generic inscriptions which are the models names m14x and m17x respectively. Try contacting them again, mayne the first guy you spoke to has no clue.

 

Can you make a pic of it?

Standerd plate says: M17x
In the email you got from Dell confirming the order what does it say there? If its without the AW part call Dell and let them send you the correct nameplate.

 

I can confirm that the order acknowledgement shows what I wanted, without the AW: in front. Hopefully I'll be able to convince the rep this time that the AW: shouldn't be there...

Called again, 2nd rep also insisted that this was the way it is, and they would be unable to replace the nameplate - he gave me the option of returning the laptop for a refund, which I took :/ Seems like an awfully expensive outcome for Dell, and I guess I'll stick to the generic model number name plate from now on

 

Wow, you returned your entire laptop because of a replaceable nameplate on the bottom? You clearly weren't talking to the right people.

I have 2 name plates.

The first i got with my M11x R2, which i had issues with so i returned it but told them "This nameplate has my name on it, can i keep it? You're not going to find ANYONE who wants this specific tag, so it's just going to go in the bin" and they said "sure, take it". I took it off, returned the unit, and they never said anything about the nameplate.

I then made another plate when i ordered my R3, which is what i'm currently using, but i still have the other one spare.

Also if i called up Dell right now i guarantee you i can convince them to send me out a THIRD nameplate just because i want something different. They absolutely DO send out replacement nameplates, if you buy a 2nd hand Alienware once you've done the ownership transfer they'll usually let you make your own nameplate which they'll send out to you.

I'm sorry about how your issue was "resolved" but you definitely went about it the wrong way.

 

Wrong people to talk to? Probably. Both reps I spoke to insisted that there was no way that they could send out a replacement nameplate, the second said that the only other option was to return the laptop, and I have now taken up his offer. I could have tried calling again, but given that the rep consulted with his manager/whoever is in the know on this matter, and this was the response they gave back, I don't think much would have been accomplished.

Please elaborate on what the right way would have been though, I'd like to know

 

The nameplate comes right out. Its just screwed in. They could have easily sent a tech to your house to put in a new one. Oh Dell reps.

 

Well, you could have told them that you can forward the original receipt that show the nameplate's letter in, to them and take a picture of the actual plate and sent to Dell to confirm if they still insist. Because all AW Laptop series (M11x ~ M18x) all use the same plate size which mean you can just screw one out and swap around.

 

I find it utterly ridiculuos on DELL's behalf that they would rather go through the motions of processing a refund for the whole order as opposed to just having a new plate laser-etched and sent out to you. I bet a new nameplate made up and shipped out would cost total 1/4 of shipping of a full sized computer box.

Customer Service as a phrase is lately taking on a whole new meaning, but definitely not its true definition of assisting and supporting a customer with a product they spent money on. I myself as an IT Consultant feel I need my clients more than they need me so I go the extra mile, but these guys...

 

For one, i would have them look up the original ORDER, because the nameplate appears on the parts list with the exact text you entered into the field. If it shows up normal for you then it would for them too. If that fails, i would have sent them copies of the order you have, which does show the correct text. That is absolutely indisputable evidence, why would you fail to use that?

Also, i have had Dell give me money on two occasions just to keep my M11x instead of returning it. So I'm not really sure why they would even consider asking you to return it just because of a single piece of metal which screws onto the outside of the chassis.

Like i said, sounds like you were talking to the completely wrong people.

 

To clarify: The order confirmation email I received shows what I wanted put on the nameplate, there is no dispute over it - they acknowledge this. What is disputed is the AW: they put in front of it: they said it's standard procedure to add it to the nameplate, whereas my view was that it should have been mentioned beforehand, as this was not what I wanted. I requested a replacement nameplate, without the AW: in front. They said this was not possible to do so, hence I have to resort to returning it for a refund.

For what it's worth, this is Dell Australia I am dealing with - Rishwin, if you happen to know who the right people to talk to are (i.e. certain reps), please let me know. Also as a side note, what's with the emphasis on the word order?

 

join the club, i am about to have the 4th M17xr3 sent back for a refund, because they had build and parts issue on my current rig...which they said they'd take apart and fix it in my house...in 02 stages!!!!

oh and by the way...there is no AW- prefix to the name on the name plate....and yes this was purchased through Dell AU...brand new

 

Is there an easy way to just order a new plate?

 

Could be an aussie specific thing to put AW: at the start, wouldn't be the first time that Aussie's have it different to US ie. we couldn't even get the engraved nameplate when i order my m17x R2. So I guess the question would be, do any aussies with the alienware personalised name plate have the AW: at the start as well. If not, then the reps are just playing funny buggers with u.

Whole issue with them still sound stupid though.. Although I wouldn't have returned my laptop for the reason.

 

this issue was an accident...i l bought the M17xr3..from "australia"...(which really means China) ...and it did not have this AW: prefix

 

Have you returned your laptop yet? If not, and if you still have some time in warranty left, I would call them and insist. Say that you find it ridiculous to return them a laptop for a refund, only to re-configuring another one on the webpage and ordering again. You have to wait for your new laptop, they get no extra money and have to cope with a returned unit.

Also, mention that you talked with several other Alienware users from Australia, none of which has "AW:" as a prefix in their tag, so you are sure that it is their mistake. Include a link to this thread (if you talk to them via phone, send an email with the link).

Finally: try to find a balance between sounding annoyed and being polite. If you are too aggressive they will just mentally say " you" and not help you, but if you are too nice they won't feel pressure to help you.

 

It's already been returned, I personally found it very strange that they would rather have me send the laptop back to them as opposed to sending out a replacement nameplate - they are the ones who lose out the most by doing so (having to pay for shipping both ways, then probably sell as refurb for a lower price).

I'm not sure if this is a recent policy change or what, I admit this scenario sounds quite ridiculous

 

At least you got something engraved =P I just got mine in (Canada) and I didn't even get the option to engrave my name on it, it just says m14x and then some alien text.

I really was looking forward to getting my engraving done! Do you think they would fix that for me? Not sure why I didn't get the option to put in my custom tag.

Um ... can you elaborate =)

1) What was wrong?
2) How did you get them to give you money to keep the m11x?
3) What number are you calling! Are you speaking with the Indian outsourced team or someone else?

Give us tips =)

Brad

 

You can always take the Plate off and take it to an Engraving Shop. Most places will only charge $20-$30 to do anything you want with it.

Would be cool to get not only your name.. but Avatar on it too.

 

I asked about this when I ordered and apparently that service isn't available for Canadian customers.

 

Hmm.. Guess their engraving machine is only in English.

 

Then why is it an option for people in the south?

 

All Alienware laptops and desktops are assembled in China, regardless of where it's ordered. I can confirm that neither Dell US nor Dell AUS uses an "AW:" prefix at the beginning of the tag.

It's all here - http://forum.notebookreview.com/alienware/456885-aw-dell-ordering-advice-how-save.html

I called them up and said i wanted to return it because i found other brands had better specs for cheaper. They will try to "entice" you to keep it by offering up to 10% of the purchase price as a refund to keep the unit instead of returning it.

They will offer lower (about 5%), tell them "Can you do any better? The price difference between this and the other one I'm looking at is $___ (like $200 or something)" and they'll then ask you to hold and then come back and say they've been "authorized" to give you no more than 10% of your purchase price. Don't try to go any higher, only a Dell US representative can actually go beyond those parameters, but you'll rarely get one.

I have received refunds for -
~$350 for a coupon code issue caused on their end
~$50 for a warranty refund when i did change of region/ownership

I had my M11x R2 for 3 weeks before it finally was returned and i kept both the soft case for it AND the nameplate, and Dell had no problems with it. It's totally how you speak to them though, either you're the paying customer who demands that they receive what they paid for to the letter, or you're the guy who lies down and accepts their "policies" as stone-set rules which can't be broken. if it was that easy to get money from them everyone would be doing it, it's all about making them know that you're not going to go away until your issue has been completely resolved satisfactorily, or you'll take your issue to the very top and let them deal with the backlash. You have to be ruthless with these people and be prepared to bend the truth to get what you want.

 

Thanks for the tips man! I'll read through that.

I'm so used to the strategy of dealing with Rogers (phone/internet/cable company) ... I get my way all the time with Rogers, because when you get connected to the Retentions department, they have just 1 job - make the customer happy. They only deal with the last resort callers that want to cancel, and they make money when they keep you on as a customer.

With Rogers retention If you are very nice and polite and personable, they will bend over backwards for you. If you do what you feel like doing (be pushy, act entitled, and say you deserve xyz and they better give it to you) then you will not get your way.

By the sounds of it, its almost the opposite when dealing with Dell/Alienware!

 

Oh i'm not saying to be aggressive or demanding, i'm just saying know their limits so you know exactly how much you are actually entitled to get from them. There are many times they will simply lie strait to you and say "no we can not do that" when someone who has researched will know that it absolutely isn't true. But once you take it clear to them that you know their policies well, you'll be surprised at what they'll be willing to do. Perseverance is the key though, if it doesn't work on one person say "ok thanks, bye" and call right back and try again with someone else.

You also have to seem very uninterested in their product and continuously point out flaws or disadvantages if you're after a refund for keeping it though. Just keep comparing it to something which has better features or something for a better price. This is only if you're in the first 30 days grace period though, after that they charge a restock fee so they don't care if you return it.

 

Is this 30 days from the order day or 30 days from the ship day?

Because I ordered March 8th, but it shipped March 23rd

 

I ordered a refurbished unit and later on I just suddenly thought of the name plate. So I called them and asked if I can have it with my name on it since it is still in the process. They said its only available on new ones and I can just bring mine anywhere who do engraving I guess I just have to find one.

 

Most refurb/outlet units have a plate with just the model number on it.

 

I had a refurb my m18x come with the plate missing, the model number one. I got a really nice tech when i was having a small issue and she ordered one with my name on it. i waited 90 days for it to come came FedEx from their old factory in Miami Fl.

 

Man.. if someone on this board had an engraving machine, they could make a mint off Alienware Owners.

 

Why are the reps saying different things? I called them to ask if I can get my name engraved and the guys said no that its only for new units. Then I ask if I can order/buy a new nameplate and he said no I guess some of them are just too lazy to help in small things like this.

 

I'm not sure why they even include a nameplate. No one else does on their machines and Dell/AW seems to consider it a bit of a "joke" feature and offer no support for it.

 

The problem is it is a perk for building a new machine. They only offer it at time of new build order. They won't even make change's after the order is placed. Now once in a while you can find a service tech that will put in for a replacement order. Just depends how well you hit it off. Like I stated my m18x came with (out any plate) and I convinced her to order a new one for me, its really a hit or miss thing. If you try and get one come up with a very good reason for them to help.