Alienware Tech Support Apathy

has anyone noticed a lack of interest that tech support agents seems to show throughout calls? I've spoken to tens of agents and they all sound completely uninterested in the call. Apathy comes to mind. The woman I'm on the phone with right now actually sighs often as if she's tired and you can almost "hear" her rolling her eyes after just about every thing you say.

Although I can admit from working in tech support that actually caring about the call is hard to do, especially when you go through so many... but actively displaying a lack of care for just about any situation is very disturbing and makes the whole experience feel unprofessional.

Perhaps alienware is trying to make the customer service feel laid back and relaxed to fit with how trendy their products are... but seriously, I don't appreciate it.

end rant lol

 

Lol my time spend with my AW tech was boring as can be. We just talked about what may be wrong, he installed some driver, restarted, installed some more, explained some things, I yawned, he said some stuff, I sneezed, he said he'll send a replacement keyboard, I said ok but no tech please, he said fine by us, and we went our separate ways.

I almost felt like I needed to spark a conversation, it got kind of awkward.

 

My conversations with them are uneventful.

Tech: Sir whats the problem
Me: This damn palm rest has a scratch in it.
Tech: I see, can I get a pic + divx?
Me: Sure, lemme use my crappy iPhone and email it to you.
Tech: Got the pic, lemme go ask my supervisor if I can give you a replacement.
Tech: Ok, its approved. Its user replaceable, are you cool with that?
Me: Hell yes I am.
Tech: Okie dokie, it'll be there NBD. Enjoy!
Me: Later dude.

True story.

 

I want that guy as my rep
The last rep I got to talk to from Alienware (well Dell) kept saying words and expressions in Arab or something, it was quite confusing...

 

LOL! Better than my tech who was sleeping through our conversation...

 

Yeah, my techs are great. I haven't had a deadbeat sounding one yet. I even had some guy call me back to make sure everything went well with customer service.

Really good techs. Very concerned and courteous. Made sure I got a quality product.

The only bad ones I get are customer service "Dell does not compensate customers for issues with computers." *sigh*