Alienware or Dell Better Customer Service?

I have had many problems with Dell laptops over the years and know their customer Services too well.

With my M17x lattency errors, M15x throttle and bios bricking errors.

How do you think their customer service does, From my experiance Alienware are still doing somethings their own way and havnt fully integrated in to Dell.

Which do you preffer?

 

The original Alienware are only dealing with pre-merge laptops, M17 or older.

Luckily I've never had to deal with customer support at all. My M17 has run like a dream from day 1.

 

It always depends on who you get on the other line. Cannot generalize because not all reps/techs are the same for each company.

 

The Reason I have set up this poll is that, I am having my system replaced by Alienware.

But the lack of comunication via email or call back is shocking! although the tech support number is free unlike dell in the UK.

Alienware have not given me the specifications of the new system, and have said i will only find out when its in production. ?

Dell send you the specification to check first and for you to authorise the replacement.

I just wondered if anybody else would preffer to deal with Dell?

I actually get better comunication from Dell India than from Slovakia where Alienware European Tech support are based!

 

I think the support really depends on:

• Who you get on the line
• Where you live

I have to say that I never had any problem with alienware support (The uk based one). I still call UK support for my old m15x. I live in Switzerland however, and the german support (for the new M15x) gets routed to Germany. It seems to me that the german dell support is really reliable and I do get a native speaker from time to time. Each time they promise to call me back, they actually do and they even call me back when they realised they did an error.

 

I guess I'm just so frustrated!!

Have been dealing with a team leader ar Alienware Tech support and she seems to be unable to give me a straight answer.

I have far too much experiance with Dell customer support for almost 10 years, I have contacts throughout and have esculated right the way up to Corporate.

Alienware Tech support is not handled by dell in Uk at the moment its done in slovakia. The procedures for replacement systems is not a Dell procedure im sure!

there just seems to be really poor comunication between them and the customer.

pulling my hair out at the moment

 

what are you getting replaced (and for what) anyways?

 

I had an M17x qx9300, 260sli, 4gb 1333mhz, blureay burner, win7 ultimate64.

It had huge probs hanging on alienhead when booting, spoke to tech support they replaced motherboard and cpu.

Service engineer made things worse, he didnt know what he was doing and broke off a ribbon conector and taped it back on.
i had to show him online how to remove palm rest, etc

anyway when he assembled it itdidnt work, he then re did it and it worked for awhile, it deteriated until it wouldnt boot.

hanging problems still, latency probs stutter etc and then it died.

Alienware eventually agreed to replace the sytem with a new one and with ati 4870 crossfire.

i just still cant get the specification nailed down from them they say it will be on the automated email when my system goes into production.

what if theres a mistake or its not as promiced? its too late, thats a crazy way of doing things and its not the way dell does it!

guess id like to know which revision it is and to make sure its with ati, but its almost impossible to get any information out of them, even at team leader level.

 

Should add one more option "Never had a problem with either" Thats where i'd be at. I've always had good experiences on both sides. Gotta agree though, depends on who you get on the other end. Also where you are plays a big role as those non-U.S. people might have to ship thier system in and that takes a while and so a small mistake becomes a big one due to the time involved in correcting it. Sorry to hear your having problems

 

If frustrated then hang up and try again.

So far they have been dumb to smart, but all were pleasant and professional. It's not their fault they were hired.

 

I only found out later that Alienware have a toll free number in the Uk, I had been using the Dell Premium support number.

And have £65 bill just for calls to Tech Support!

i preffer email, email about 3 or 4 times a day and phone once if needed!

 

i use skype with a europe subscription which make most calls free/cheap

 

the dell number is a nationaly charged 0845 number and is out side my bundle of inclusive mins on my mobile.

i now use the toll free 08002799751 for UK Tech support from Alienware

 

I agree alittle knowledge and persistence goes along way, never get angry or be rude but never take no for an answer!