Alienware support disappointment

As a LONG (over 12 years last i checked) Dell and Alienware customer this last purchase from the Dell outlet has me scratching my head wondering what has happened.

I received my M17xR4 from the outlet less then 2 weeks ago after a huge ordeal of them losing the system and me waiting 2 weeks for them to find and ship it.

Machine arrived and a couple issues which i thought would be a no brainer to get sorted out.

1. Big scratch on the lid which i had to cover with a sticker but i did not order a scratch and dent and this was not a scuff but a deep scratch.

2. No name plate which my past refurb machines did not come with but Alienware was happy to always provide me with a generic one which is all i wanted, not a custom one just not a naked space on the bottom of the machine.

I have contacted 3 reps on the forum now and have been turned down by all of them as Dell has changed all the policies now and they will not rectify these issues at all.

I DO NOT want to return the computer as i love it and it was EXACTLY what i was looking for with the amount i had to spend.


I never complain on the forums from anyone who knows me and i am only saying this publicly because i am sorely disappointed at how it all went down especially after a 2 week delay in an outlet computer that should have shipped no later 24/48/72 hours after i had ordered it on a Monday morning. I spent night and day contacting everyone from Dell till i got my computer which was enough of a headache as it is and now this lack of any after support on such trivial issues.


As of 10/26/2012 Dell/Alienware has made 0 contact me with me regarding getting this handled . Very sad indeed these problems could not be resolved.



Seems after over a month (Laptop received 9/28) Dell has finally offered to replace the Lid and send a Nameplate. Thank you to all who offered assistance and stood with me through these trying times you will not be forgotten. :thumbsup:

 

Sorry to hear this Quad for this and other reasons I don't purchase DELL outlet products anymore

 

Sorry to hear your troubles Quad. I'm SURE one of the reps here can handle these issues for you. Nameplate maybe they can't do anything about, but getting a scratched laptop when you bought Certified Refurbished is a big no no imo and must be fixed. I just want to say that Dell/Alienware has never let me down when it comes to support, sure sometimes it's a hassle (as with any HUGE company), but they will make things right.

I've also never had any issues with Outlet machines (aside from configuration issues, which were fixed immediately), my M18x-R1 was a scratch and dent and was at a huge discount. I thought I was in for a banged up laptop but...not so, only imperfection was a tiny chip behind the hinge.

 

I generally never had any issues either and if i did they were handled immediately as well.

I reached out to the Reps on these forums first believe you me and when i was shot down that they NO longer replace lids nor give out generic name plates i became seriously frustrated.

Last thing i wanted to do was come onto the forum and spill my guts but yeah i am abit angry and for once i decided to vent my frustration on the forums which i generally never have.

Apparently it is no longer there policy to take care of customers who did not get what they paid for.

 

have you tried going through generic tech support? Depending on the rep, they might be able to be more helpful.

 

I've seen a lot of complaints go up during the past two weeks here on the forums. I sure hope they go back to taking care of the customer instead of taking care of the share holders.

 

I wouldn't be surprised if they are doing everything they can to please share holders over customers. Dell was once one of the biggest names in the computer industry, they still are, but not as much as they once were. Tablets have seriously tanked consumer grade laptop sales, and dell doesn't have a decent answer to the Ipad. Their market share in the computer industry has shrunk by over 10% over the past couple years.

 

Sorry to hear of your troubles, Brother Quad.

It might be an idea to send a Tweet to @DellCares - I am in the process of doing so over an issue i have myself with a Dell product. I get the feeling that they are doing their best to help me out, so it might be worth a shot for you too.....my issue isn't resolved yet but it is "work in progress" which is better than nothing.

 

Thanks for the comments.

I may have to go into a different direction to get anything handled sadly...

This stuff is so trivial though which is why i got upset, i am not asking for anyone to move a mountain just some very cheap cosmetic issues that could have and should have been handled without an issue just like they were in the past on my M17x's,M18x's..

The damage this thread will do with people viewing it will end up sadly costing Dell more then the few bucks for a plastic lid and a aluminum nameplate but i felt insulted by the generic "we cant help you but thanks for asking" which was how i was treated so i guess sometimes things have to go both ways whether i wanted it that way or not.

Oh well so much for the old saying "Dell has always taken care of me in the end" i guess that does not apply anymore and it was something i always firmly stood by that in the end they will make it good but i was simply told no then instantly forgotten and why i spoke out.

At this point i am expecting nothing at all from them but its fine because i at least have an open forum where i can speak my mind about being disappointed.

 

It's the "in the end" bit that irks me - you have to jump through hoops, climb mountains, swim vast rivers and cross continents sometimes to get a resolution which should be a LOT easier to get in the first place.

 

I'm in the process of buying an alienware within the next week, i had alienware before(2-3yrs ago) They had good support years ago. Any imputs over the support the provde on 2012?

 

I am very pleased with Alienware Support. I think it's fantastic.

There can be exceptions to that regardless of the company involved. The situation Brother Quadzilla has at the moment is such an example.

 

Quad, please do keep us updated on what happens with your issue. It honestly seems like such an easy fix, like you said, hopefully Dell will pull through.

 

Same here. I just had my cousin's XPS 17 sent in for Depot Service. Got it sent back in 99.9% working order. The only issue was there were four screws under the battery that are missing. I contacted Dell and they are sending four replacement screws to me. Now, I've had serious problems with Dell service before, so I was apprehensive to begin with for allowing depot service. But I now have renewed faith in Dell support. I hate that Quadzilla is having such problems with Alienware support. Especially over such trivial things. You'd think they would have no problem fixing the lid and giving him another nameplate.

PS: Quadzilla, when you say lid, you mean the back part of the LCD, yes?

 

Yep the LCD cover which is behind the actual screen.

At this point i expect nothing to happen quite frankly as no one has still reached out to me, the people that monitor this section are the ones i contacted originally.

I dont feel i should have to post on @Dellcares to get a response for this matter. If i have to contact 20 people to have an issue resolved which is utterly ridiculous to begin with then forget it.

Has it come to a point where if i dont scream as loud as i can no one will hear me at Dell ?. I guess it has..

There will be no official response in this thread either as it would have already happened so that is why i know nothing will come of it but again its fine.

I had to get something off my chest and this forum allowed me to do that and i am very grateful for that.

 

Sorry to hear all of this again Quad. Yep, we're here for you!

Too bad you have the red cover. I have a brand new black cover for the R3 I would be more than happy to send you.

 

Very generous of you Lannbot and thanks for the support everyone.

 

Yeah man, just let me know if you ever switch to black. Get yourself a nice bottom chassis and send me a PM about the LCD cover.

 

Hate to say it Quad, but you may have to make some noise on the @Dellcares twitter feed. I'm fairly certain you can get the lid issue resolved, but if they don't have any generic nameplates to give out anymore, then I can see why they can't/won't send you one.

 

Unfortunately I think your situation is becoming all too common with Dells support. I swore off Dell after my horrible experience with the M1530, even though part of me would like to give them another try situations like this remind me why I am glad I haven't yet.

 

So this is that fact that support for depot products basically does not exist, but what about issues with brand new machines?

 

Another option is to just buy a lid off ebay. Its not to hard to swap and last time I checked they aren't that expensive either.

Sent from my Samsung Galaxy S2 running Resurrection Remix

 

Luck of the draw on the Outlet. If you want new, buy new.

If you don't like your cosmetic issue on a refurb, return it and get something else. Or buy a lid on Ebay. Seems simple to me.

 

It's not "that simple" really. When you buy a Certified Refurbished laptop from the outlet it's not supposed to have any scratches on it...at all. It's not "luck of the draw" when it comes to Certified Refurbished laptops, it's either scratched (which would make it Scratch and Dent) or a clean laptop that would otherwise look lightly used. I don't know about you, but I've never once received a Certified Refurbished laptop that looked anywhere near used for over 1-2 weeks let alone had a single hair of a scratch on it. I've also purchased my fair share of S&D laptops as well and have gotten only one Inspiron 15 with a scuffed removable lid.

The solution is simple, Quad gets a lid or Quad gets a refund. Quad paid for something that he didn't get (Cert Refurb prices vs. S&D prices differ by a lot sometimes, it IS a big deal to me at least). Dell doesn't want to own up to it for whatever reason, that's as simple as that really.

The nameplate thing is a little bit more iffy, it's on the bottom of the laptop so not easily seen but on Alienwares it's a "feature" that most customers enjoy. They SHOULD include it with any Outlet laptop. I didn't get one for my S&D M18x either, but I saved my old nameplate from my very first M11x years ago.

Sorry is there are any crazy spelling errors etc, it's a bit late when I wrote this lol.

 

Was just trying to say is it really worth refunding the laptop when you can fix it yourself rather inexpensively? Just my thoughts.

Sent from my Samsung Galaxy S2 running Resurrection Remix

 

Yeah i am VERY familiar with fixing my own machines and replacing my parts.

It is what Lannbot said that i did not pay for a Scratch and Dent yet Dell told me it could have Scratches and Dents and still be called a Certified Refurb so which is it ??????????????????..

The lid is $50 and the name plate is $30 (Ebay) both of which i do not want to pay for as they should be provided by Dell....


Dell also does not provide 3d glasses with the 3d machines and it was another thing i initially said 'hey where are my glasses??' since my friend above (Speedy) got his when he bought a refurbished M17xR3 3d machine but i was told i have to buy those as well even though they come with a new computer. I let that big issue go and just focused on the cheap lid and the nameplate.

Having owned far to many M17x's and M18x's i have a dealt with Dell on far to many occasions BUT they have always come through for me and sometimes i had to jump through 100 hoops to get there but this time they took down the hoops and closed the Circus before the first act was even over with which made me mad....

People saying its as simple as this or simple as that are not the people dealing with the issue and it is always easier looking from the outside in.


The Alienware people are still free to contact me and i would happily remove or edit my comments.


I am not refunding the machine period so that was never an option for me. I just wanted a couple issues resolved no biggie.

 

One thing to consider, you can always go to the shipping carrier and complain that your package was mishandled with such disregard that it caused damage to the lid. Make sure to bring it to the FedEx office and show them the gouge. I betcha if you scream and holler enough, and tell them what your gonna have to pay to fix it, them may just give in for nuisance value. I was able to do that with UPS a few years back. I ordered a WiFi router (thru Dell) and while the router still worked, the package came with a puncture in the outer box, and went clear into the router's retail packaging. It didn't damage anything but I gave em hell and they paid for the cost of the router. I was right in the fact that Dell wouldn't take a return with the item packaging in that condition. It was more the principle of the fact that the shipper needs to be more careful with their parcels. May not work for something as big and well packed as a laptop, but hey, what have you got to lose?

 

That is not correct.

Don't believe it? Feel free to look up the condition descriptions on the Outlet and let us know what you find.

Lots of people make up their own rules and use it as justification to be vindictive online when they don't get their way. You see it all the time when you read product reviews.

My certified refurb M11x R3 has some small scratches on the bottom corners. Most of the time they don't. I have a choice to return it for a full refund or keep it. They are hard to come by, all good pixels, and it's running like a champ, so I'll keep it.

Now if I was forced to pay a restocking fee on a return in that situation, THEN I would feel cheated.

Do I wish it was in perfect condition? Sure. If I could buy it new I would, but I can't.

 

I am not talking about a small scratch in the corner, i am talking about a DEEP scratch in the middle of the lid so i am not sure you read the original comments or not..

I know they do not come perfect and i am well aware of the possible condition that a refurb can be in BUT Dell does have Scratch and Dent and Certified Refurbished for a reason.. Why not just group them all together then and call them refurbished ???.

As for making up rules and using it as justification to be vindictive online ??? What should i do just accept no for an answer and deal with it ? What are these forums for ? To ask for help beyond what has already been asked for elsewhere and hope for a possible resolution.

I spent a good amount on this machine and i am looking to get a couple issues resolved its really that simple. I am not looking for tons of drama that is for sure .

 

No, I still don't think you understand what's going on here. You're generalizing what you "think" you know is happening to Quad based on what others have done to Dell. I agree, some people outright abuse the system and generosity of the reps here, no doubt about it.

BUT

Here's what you don't seem to understand:

Cert Refub = normal wear from normal use. It can have normal wear at edges etc, that is to be expected of a used product at a discount, but not deeply scratched surfaces
S&D = a laptop that has a scratch, scratches, or dings/nicks that cannot be sold as "normal wear" since a deep scratch is not normal wear, it is neglect/accidental damage.

Quad got a Cert Refurb laptop with a DEEP scratch on the lid, the most prominent part of the entire laptop, and Dell refuses to correct the problem.

No one mentioned wanting anything from Dell at this point, Quad is merely venting frustration, but I have faith Dell will do something about this because Quad got a product that has seen neglect and abuse either at the Outlet or by the original owner.

I don't think I can explain it any better.

 

Exactly i am not looking for anything more then what i paid for and i paid a fair amount so i should sorta/kinda expect some help ? .

Also i have been on NBR for many years and after 8000 posts if you look back i think you would find i do not do much complaining or expecting anything from anyone. I have generally been here to help people if i could.

This time i got fed up with the response and treatment i got so i went public.

Initially just an FYI when i messaged the first rep that person said sure let me get it taken care of for you no problem but they came back and said the policies suddenly changed and nothing could be done and that was that.

So in short stuff that used to happen without issue all of the sudden will not happen anymore and nothing can be done ?. So my expectations of getting a couple issues resolved should have not been a big deal but apparently now it is because of policy change.

 

I've read their descriptions. No one can know for sure what "some cosmetic blemish" vs "considerable cosmetic blemish" means when it comes to Dell. I guess it is at their discretion when they sort it out. Like I said, Cert Refurb should not have deep scratches, it's why the price is so much HIGHER than S&D. Especially on something like Alienware, where looks is sometimes everything, a deep scratch on the soft touch lid when the laptop is labeled Cert Refurb, is unacceptable. If you can swallow that, then more power to you. I, on the other hand, like my money and would rather save hundreds simply buying S&D.

 

I have bought 3 Alienware laptops on the outlet, I had M14x R2 come and it had a lot of peeling. So I called and asked the Dell/Alienware tech for his email to send him some pics. 2 days later I had a tech and a full set of new plastic. Hope this helps man...

 

The fact is refurbished means refurbished.. not beat up and dented.. go grab a dictionary and look the word up..


refurbish

( 1 ) to make neat, clean, or complete, as by renovating, re-equipping, or restoring


not beat up and broken...

 

Yeah DumbDumb and by that definition my computer does not meat that criteria..

Mine is Scratched IE not neat or restored and missing the nameplate,3d glasses, so non complete as well.

Oh well still no word from Alienware but thanks for the input.

 

I would be equally upset as quad if my refurb system had the same issues. It should have been taken care of right away since he's not asking for much to make things right. I'm also worried about the level of Alienware support given lately. I don't blame the reps though, they do the best they can given the restrictions set by the bean counters at Dell hq.

Dell and the pc market in general is contracting severely so the good old days of top notch support may be finally over. Too many people find it trendy to own a tablet now rather than a real pc.

Sent from my GT-N7000

 

Hey quad what was your base specs and the price. Did you use the 25% coupon or not on the sale. I think it is hilarious that after you spending time with 3 forum reps, your long time history on the forum, Alienware support reps that they are not willing to swap out less than $100 in parts for you. I am sure you got a slick deal on the system but they should be able to offer you a 50% discount on parts or some sort of resolution. I have noticed recently over the phone my self that technicians are not as willing to help you out or think outside of the box. Seems like things are going to a script and quality control along with support will soon tank.

 

Hey faiz23

I got a decent price on the machine from the Outlet no doubt but that is why we all love the outlet in the first place, the deals to be had.

This thread has grown far larger then what i ever thought it would and in the end the damage it will cause Dell and Alienware in sales alone will far outweigh anything i had asked for which i find utterly ridiculous at this point and was never my intention. I just wanted a little help, no more no less.

Support has really gone down drain in all honesty and after my machine was "lost" for almost 2 weeks after ordering and me fighting just trying to get what i had paid for i would have thought getting these little issues resolved would have been a no brainer. Oh how wrong i was .

I find it hard to believe they are willing to lose customers and potentially scare off new customers all because of a couple small issues but i guess they just do not care like they used to is all have gathered.

The reps have seen this thread grow and all the peoples comments yet still no one has contacted me to try and help.

I saw another guy who had sound issues on his couple month old M18x (so long past the return date) and within 10 minutes they got approval for a new system replacement and yet i cant get some cheap parts replaced ..

 

i feel your pain i really do i have had to battle with dell for 2.5 months for a simple gpu and board replacement after they broke and this was well within the warranty period. I feel as of late that dell support has got increasingly worse the techs are reading off a script most of the time it never use to be like that. I also feel that the support staff dont have access to enough information that they need. i got into argument the other day with a manager and he was the most cheeky and agrounet person i have ever spoke to. he wouldn't listen to what i was saying in the end i just hung up.

i mean your not asking the world from them only to fix a simple Scratch with your system they have probably lost 10 times the amount in sales just by not doing so i am also very disappointed with the alienware reps on this forum that haven't even contact you as such. I HOPE YOU GET THIS ISSUE DEALT WITH

 

I stand by my previous posts. Your own words back those up rather well.

I could sympathize and maybe even agree with this "Single Scratch" concern if this was your first Outlet computer service request, but even a casual reader can infer that you appear to have this 12yr pattern of demanding extras. When too many abusers milk the system, options of care for reasonable customers will suffer as a result.

BTW, 3D glasses come as part of an accessory package that is an optional purchase. Options are generally not included with Outlet computers unless they are part of the original config. Does your order state that the system includes the 3d kit?

If you paid for it, you should absolutely receive it, but if you didn't...well...

 

Yeah best i edit my post and not feed him.

He does not know me nor all my previous history..

 

Havoc,

Dunno where that rant came from but I think it's a bit much. Where do you get off claiming that the OP has a 12 year history of demanding extra's? - Personally, I don't know Quad that well but I do know as another long standing forum member that he doesn't post and whine about stuff....infact, the opposite.The posts I have read that he's made have been to help others so I think you owe him a bit of an apology. You seem to think you know the guy after you have only had 32 posts (including the one above which is plain argumentative) on the forum. I would suggest you back off the pedal a bit......

 

I'm sure Quad is otherwise a real swell guy and helps others. I don't deny that. But the undeserved piling on got a bit much for my insubordinate noob mouth to stay mute. Consider it a character flaw.

Additionally this is not a rant. How is pointing out his own admission of pushing for cosmetic repairs, name plates, accessories, on multiple systems a rant?

I know enough to understand the significance of the highlighted areas and call it as I see it.

 

I think his point was, and I agree with him here, is that he got a refurbished system, and not a scratch and dent system so it shouldn't have cosmetic damage to begin with right? but with all the crap coming from dell support lately , I would personally just buy a new lid off ebay, but that is just me.

 

lol i battled for dang near a year to get my issues resolved and people still felt the need to say stupid stuff in the thread.. seems people are ether jealous and or just hating on people..
Now i could understand in certain situations saying some thing like..hey do you really think you deserve that? or that sounds a bit excessive..
But when you have a problem and or received some thing that is not up to par then yes they should fix it.. But if it was clearly stated in the description that the unit has a big gash on the lid then there shouldn't be any complaining at that point..
and that clearly didn't happen here..you cant call some thing refurbished and and then not fix it..

 

There are 3 levels of condition on the Outlet.

1) is like new
2) may have a visible cosmetic issue(s)
3) will have considerable cosmetic issues (Scratch and Dent is merely a marketing term. You will not likely see a computer with a visible dent, plus a scratch sold on the Outlet)

Quad paid for level 2.

Quad received a computer with a single visible scratch, but is otherwise so good that he is unwilling to return it for a full refund. ie...level 2.

Quad has complained and gotten Dell to go above and beyond to fix things that are correct for his level of purchase in the past and continues to buy on the Outlet with this in mind. (has likely cost revenue in the hundreds if not more. parts and service calls are not cheap)

Myself and others would like to see Dell continue to be a viable company to support our purchases.

If I were Quad I would consider all the extras I received in the past and not try so hard to kill the Golden Goose over some crummy LCD cover I should arguably fix myself.

Moral of the story: There are some customers you don't want to lose, and there are some customers that you cant afford to keep.

Now, after making all these friends here I'll shut my big mouth.

 

I think this thread is spinning out of control and it will be closed if there is any more backbiting or insulting behavior. The concept that it is sometimes best to keep one's opinion to their self is a good one, and it applies here. I don't want to have to hand out infractions or ban anyone. Let's show some kindness and respect guys. And, by the way... that's not a suggestion. I'm not calling out any one person. If the shoe fits...

Compliance is not optional or discretionary. Here is a seldom-read resource:

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If this warning is directed at me for being out of line or off topic, then by all means say so. In regards to the mod edit made in post #43 that was actually a very mild jab made at...MYSELF! -to lighten things up a bit. I will try to refrain from poking fun at myself in the future.

I am not a troll, I simply see things in this thread differently than the apparent majority of posters.

However, there is a clear pathway laid out by Quad to put this matter to rest once and for all Mr Fox.

It involves:

A nebula red LCD cover.
A generic Alienware badge.
A pair of 3D glasses.
A service technician visit.
A reinforcement of expectations.

Seems simple to me. Hopefully all will go well on that LCD repair.

 

I think there is often quite a bit of confusion about what "refurbished" and "scratch and dent" are.

A refurb (according to Wikipedia) is: Refurbishment (electronics) - Wikipedia, the free encyclopedia - The problem here is quite clear to me. A product has been sold under the certified refurbished category that SHOULD have been listed in scratch and dent. This is what is causing the confusion. Surely, if an item is scratched and dented, it should be listed as such, for transparency reasons to enable the prospective buyer to make an informed decision about the goods they are buying......to me, if I didn't want a machine with a scratch or a dent, I would opt for a certified refurbished product because IF it had a scratch or a dent (no matter how small or deep) it SHOULD be listed in the scratch and dent section.

The Wiki article clearly states that a refurb can be as good as new but cannot legally be sold as such. These "refurbs" tend to be unwanted/cancelled orders or open box returns that Dell have to sell under the mantle of a refurbished item. These products are what I would expect to find in the "refurbished" category of the Outlet.

So, assuming Quad bought from the certified refurb section, he should not have had a machine with ANY scratch or dent ......ever. Period. That's the reason I can see where he is coming from and if I were in his position, I too would be upset.

 

im on there selections of scratch and dent just to see what it would list and it tells me nothing about what is wrong cosmetically with the laptopop??? is this right? same goes for refurbished units..

so if you buy say a scratch and dent item.. and they dont list the blemish.. is it a roll of the dice as to what you receive? I feel there should be a pic of the offending blemish so the buy could make 100% informed transaction.. that way there wouldn't be any omg its dented or scratched..

here is an example... http://outlet.us.dell.com/ARBOnline...arch.aspx?c=us&l=en&s=dfh&cs=22&puid=977a2d1e its a scratch n dent item but damn for are i know this could be horrid looking.. like a little kid decided to jump up and down on it lol.. no description any where of the blemish..

but if im missing the description of what the blemish is please by all mean clue me in!