Alienware On-Site Service, Anyone Ever Offered It?

Apparently, Alienware offers on-site service, which according to Alienware is:

Send a technician to your home or place of business to replace the defective component (only applies if you purchase the Alienware Onsite Service warranty option.

That's included on their notebooks. How come nobody ever asked about it or posted about using it? I remember that Dell sent a guy over to my house to repair my desktop. He was really helpful. He told me he'd stay around for around ten minutes after he fixed it to make sure that my desktop was alright.

Since Alienware is owned by Dell, I'd assume that they use the same technicians. The great thing about Onsite service is that you can see how your computer is handled, and you can see if the problem's fixed or not, or if there's a new problem, so you don't have to keep sending it back and forth. That's about as great as tech support gets. Has anyone ever asked Alienware about on-site service, or were they ever offered it?

 

where does it say this? I read the warranty and didnt see this.

 

i think that only applies if your in america

edit:
AlienCare Advanced Technical Support covers all hardware installed on the system by Alienware, making it the best way to protect Alienware high-performance systems.

Alienware's specially trained technicians are constantly working with the equipment offered by us and are the best source for support. Alienware systems are built with the latest cutting edge hardware and do not become outdated as quickly as standard systems.

Alienware's premium upgrade policy extends the life of the PC even further, so our customers can expect to enjoy their Alienware system for many years to come. We encourage to protect such a significant and long-lived investment with the 3-Year (for mobile systems) or 4-Year (for desktop systems) AlienCare: Advanced Technical Support package, which includes toll-free 24/7 Phone Support with Onsite Service and access to a personalized online support portal for the duration of the warranty. Plus, Alienware provides unlimited lifetime access to driver downloads and the FAQs on our Knowledge Base.

 

I think it might only be in the US (maybe a few more places). It says it here on the US site:

http://www.alienware.com/Configurat...atId=1026&ItemId=10087&ItemIdList=10088,10089

The m15x says that it comes with Onsite warranty, and I think the rest of Alienware's notebooks come with it, too.

 

Keep in mind that our onsite service is to assist customers with part installations. Technical Support and diagnosis is done over the phone with our representatives.

Thanks!

 

Does Alienware offer Onsite service if someone needs some kind of repair done? I heard that Alienware rarely offers Onsite service, and most of the time makes customers send in their laptops, is that true, or will Alienware let us decide? When I buy a m15x, Onsite service really adds to support, especially since I wouldn't want to have to send it in for repairs if I have a problem. Since Dell offers Onsite support in NJ, does that mean that I'll get it from Alienware, too? Thanks!

 

i don't think AW offers any sort of onsite support.

 

I think it's only in the US and maybe the UK. They say so on the US site.

 

i think they mean "onsite" as in "here at our factory".

 

From Alienware:

Send a technician to your home or place of business to replace the defective component (only applies if you purchase the Alienware Onsite Service warranty option).

http://www.alienware.com/Configurat...atId=1026&ItemId=10087&ItemIdList=10088,10089

Alienware includes Onsite service with most/all of thier US notebooks and desktops.

 

You can read Alienware's warranty policy here http://www.alienware.com/purchase/warranty.aspx.

While Alienware does offer onsite service as stated in their warranty policy they will rarely, if ever, actually agree to it. I have yet to read here or any other forum where Alienware has authorized onsite service. They always seem to either send a part out for you to install yourself or have it returned for repairs.

 

I was never offered onsite with any of my issues with my M5550. The motherboard needed to be changed and they refused to do it while Dell on the other hand replaced the LCD, Palm rest, mobo, etc on my sisters E1420.

 

Hi,
I think I can clarify this a little. Although Alienware was aquired by Dell, they do not use the same technicians. I'm still waiting for Alienware to provide some kind of certifications for me. The onsite service exists, but it's only available for simple repair. Also, you have to ask for it, because it is not offered. Anything that involves disassembly is considered a delicate process, and Alienware will not send a technician out. When I say disassembly, I mean anything more complex than replacing components via the access doors or a keyboard install. However, desktops may be a little different because of the accessability of the components.

Gabe

P.S. - Alienware has in fact sent technicians on site. I have a few Alienware break downs for onsite support.

 

I recall there being someone on this forum who got onsite support..? Not too sure though

@GabeZ - Thanks for that
So Friday is almost here.. All set for the return of the Alien ?
Hope it's a good one !!

 

It was me Wraithers

Ya I had On-Site Service. come to my house. Let me put is this way. The wantabie Tech. Who never work on a laptop came to my house. This was M5550 With overheating issues. It would run up to 110C. Then shut down. He put artic silver on and I told him. It not going to help it a faulty motherboard.

Basicly I let the guy do this thing put it together and it overheats shuts down and his words was this, LAPTOPS TEND TO OVERHEAT. I was like ya up to 70 to 80c in a games Not 110c in a Java base game or searching online.

What I wanted at the time was that tech to go hay it not the gpu or cpu so I could of sent it back and had the motherboard fix. It took 5 times sent back to alienware to get it working. But they where searching for a fix for sleep mode. Which they sent two WLan cards one abg and one abn card. I had a extra abg card and I tested them all on a acer laptop.

That How I ended up with a M17X.

 

Hehe.. Woah !! I should've remembered that one
Tough stuff - but it's cool you stuck with Alienware and have a pretty darn good notebook with you now

 

Hay Wraithers I had no choice. By this time it was 3 Months of problems. Now I am working on upgrades on the M17X which is running good.

 

They do not send people on site very often. They refused in my instance. Their support is a real nightmare compared to Dell's. If I were in your position looking about which machine to buy, I would stay away from Alienware due to the poor quality systems and the horrendous customer support. I only wish someone had told me this before I placed my purchase... it would have saved me months of headaches (literally, I get a headache when I talk to their customer service and think about my $2300 shiny cheapo plastic door stop).