Alienware has AWESOME tech support and customer service!

Mostly see complaints on forums, that's just the nature of things. But, I wanted to write and say that I had to deal with Alienware tech support tonight. First of all, I couldn't believe they were still open! (~22:30 MST) The wait time was ZERO.

My SSD died and they're shipping out a replacement next day air.

Thanks and keep up the great customer service!

 

That's AWESOME funkmasterta! Great things can happen on the Alienware Forums!
Way to go ALIENWARE / DELL!!!

 

Glad they took care of you

 

I agree... thanks for posting. We usually only hear from the disgruntled minority. That's human nature, but it's refreshing to see acknowledgment of the great service and support that is the norm instead of the one-off negative examples.

 

Good to hear a great example of customer's getting the RIGHT treatment. Good job in posting it up!

 

I am quite happy to agree with this the customer care team are amazing and always polite !

 

Yea, and they don't just leave you hanging. In going above and beyond, they follow thru with follow up communication to make sure your issue is resolved.

It almost feels like a small company because you deal with the same person throughout the entire process, instead of having to tell your story over and over again to different agents, which is the norm with other companies' tech support.

I sometimes hear from haters that byotch and moan about Alienware being overpriced, but for the service you get, it's outstanding!

So, this actually happened to my GF's M14x R2. She was surfing and then her machine just froze out of nowhere. So, I "force" powered it off and rebooted and it wouldn't boot. Then, I figured out that the MSATA SSD wasn't even being detected by the BIOS. Okay, time to get in there and re-seat the thing, which takes all of about 2mins because of the awesome design!

Anyway, that didn't help after 3 repeated attempts at re-seating and rebooting. So, I popped in a spare MSATA and the BIOS detected it perfectly. Time to contact Alienware. Got on the site and was going to use the Chat support because it was really late, so I figured, that's my highest chance that some kind of support would be still be open.

I put in her ST and it said Chat Support is not available for her machine! At first, I was thinking...WTH? But then realized that I have some kind of "express" phone support available and to call a 800 number.

Called in, put in the express code and was connected directly to a tech person, ZERO wait and no transferring 2-3 times. The tech guy was VERY PROFESSIONAL AND POLITE! I explained to him what happened and what I did and he just had me do 1 diagnostic test and then he offered to send out a replacement, next business day!

It was nice not being treated like a dummy, it's a certain type of customer that owns Alienware. He didn't have me do any redundant troubleshooting steps that would have wasted both of our times.

Owning an Alienware is like owning a BMW or Lexus. Yea, it's not for everyone...it's not cheap! But if you want a cheap computer with cheap or non-existent support, there are plenty of choices out there. Just like there are plenty of options for cheap cars out there. Have fun driving that Chevrolet Malibu!

 

Tech support are fantastic... It's the other branches of the company that are lacking

Sent from my SPH-L900 using Tapatalk 2

 

I haven't even bought mine yet(monday at the latest), and I've talked to about 4 different dell reps via the chat option.

I've had only the one bad experience talking to them, and it was nothing serious. Talking to one today, even though I only had questions regarding split payments, they offered to add a Tactx Headset and Orion Backpack to my cart order free of charge. I hadn't even asked for them to do that. This may be because they price difference of the orders between M18x r2 didn't match up.

 

Glad to see a positive customer experience post

What most people don't realize is that when you have a good experience no one goes and makes a big deal about it on the forums so all we see are the negative, but good customer service happens all the time.

Thanks for sharing

 

To repeat half the thread: Glad you've had a great experience. I've had good ones too.

Experiences where my experience instantly dropped: Asking them on a absolute cosmetic experience/expectation. 2 instances

* Lost a bumper that the LCD sits upon. Frankly bumpers coming loose and scratching the bezel is a design fault when the bumpers are near hands. To remedy this I had them replace my keyboard and touchpad panel (oh yah bumpers, gorilla glued those) over 2 seperate visits which I still had to call them up about to complain about quality. When you do work in my presence; regardless if im at my work desk: don't suck.
* The hybrid alum/mag LCD lid. I actually had my screen and bezel replaced before upgrading my LCD wanting a near lid. Came with new LCD/bezel although lacking lid.

tl;dr - AW/Dell support (CompleteCare for me) is on the really good side for replacements and repairs. Trying to get cosmetic replacements done just doesn't happen.



Edit: Why I wanted certain cosmetic replacements. I have CompleteCare, which means if my M15x had a spill or just stopped working. I could ship to depot for repairs! So if im asking for a simple part that I'd gladly swap myself I feel its a lot less bad then if I ended up having Dell onsite for my CC to replace another part which may haphazardly include the cosmetic part!