Alienware support disappointment

If it was directed at you, then you would have received a PM directly from a mod. In the future, if you have any concerns or questions about mod actions, please send a PM to a moderator. Posting about it simply derails the thread a bit.

Thanks.

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It would be nice but its simply not going to happen. I imagine its just too much work/effort for that level of detail for every refurbished item. Hence, the definition Dell gives for 'Scratch and Dent":

src: http://www.dell.com/us/dfh/p/d/campaigns/why-dell-outlet-usdfh

Would be nice if a rough description of the cosmetic 'damage' was given.

 

And like a shadow in the night, he vanished again LOL - http://forum.notebookreview.com/alienware/693057-batboy-where-ya-been-homie.html - special guest appearance, maybe?

 

@HavocATX - there were multiple posts that I cleaned up and deleted and it was not directed at any single person... simply an appeal to everyone.

 

IM Guilty.. and I know it... lol... I just get irritated some times.. I know better and will act accordingly in the future lol..

 

Hey Quad, I opened a chat dialogue with Dell/Alienware support today. I made up a story about my name plate being swiped and stuff and if it were possible for me to purchase a generic one. Apparently no, and its not just per policy. Alienware doesn't have any spare generic name plates available for purchase or otherwise. The support rep said the generic plates for reman systems are on back order as the company that makes the plates is behind on producing the plates and that Alienware has to prioritize the custom name plates for new systems before it produces the generic ones. The rep sounded a little disingenuous to me, but I have no reason to doubt her. At least it's an explanation as to why they don't have the name plates available...other than "we can't give you one, it's policy not to".

 

I'm not gonna lie, a deep scratch in that particular area, even though it technically falls within the limits of the actual Outlet condition description, is not a shining example of a Dell Certified Refurbished unit. I get that. I would feel disappointed with my luck as well.

If anything, I would hope that my contrary observations did point out that sometimes things that are denied are not always black and white as they would first appear, but rather fall under varying shades of gray.

I've owned Dell laptops since the Latitude CPI days. It has been my experience that Dell, even with its various detractors, tends to take the high road in the majority of cases even when it is within their authority to do otherwise. The M11x hinge issue being one example.

Personally, I think it would be a commendable good faith gesture by the Alienware reps to provide a $50 credit to Quad which is an amount equal to the purchase of an LCD cover. It is not a complete cave-in, and it is not a complete hardline stance. It is a compromise.

 

Every rep you deal with can have a different answer for the same situation.

Some of them will offer system replacements while others will not help you get something as simple as a lid so it really just depends who you get on the phone at the time.

In the past my experience dealing with Alienware for the most part has been a good one and i got my issues resolved quickly without any frustration , i know some of the people who have commented in my thread can vouch for that as they have dealt with Alienware across many systems multiple times and Alienware/Dell always came through.

Most here are just as surprised as i was having got 0 assistance, so i am certainly not alone in my thinking how much has changed.

My M18x just a couple months back had numerous problems and with a single phone call i got it all resolved and there was no hesitation on Alienwares part to help me with what i needed.

As it stands today though nothing has changed and no one has contacted me so i have nothing to report other then its Monday.

 

I just got an update call from Dell. It was very nice of them.

 

I reached out to @Dellcares on Twitter based on peoples suggestions, so we shall see if anything good comes of it.

I got reply back asking for my Service Tag right away and its more then i have received otherwise.

Thanks for the PMs/Suggestions i probably should have pursued it there first .

 

At least its a step in the right direction.

 

Nice to hear Quad! Awesome news.

 

I reckon they will look after you, Quad. Keep us posted!

 

any updates?

 

Quad is probably off enjoying his R4 now to bother with us losers LOL

 

Funny you should ask because today ( Sunday) i received a message from Twitter (we have been going back and forth for a week) that they would be sending me a lid and nameplate.

So after a small struggle it seems i can get this put behind me.


Thanks for all the concern guys and the support as well it is most appreciated, if you ever have an issue and need some rallying support (lose my number) JK Be sure to give me a shout.

 

Awesome news bro, thanks for the update!

 

That's great news, Quad. I'm still going back and forth too with @DellCares over my monitor problems. I won't go into that here but I do get the impression they are trying to help. Occasionally, I get a DM from them from someone who doesn't seem to care but I am keeping my fingers crossed. Glad to hear you got your issues rectified though!!!

 

glad dell ended up taking care of you.

 

Sounds like you caused Dell to come down with a case of Justice Prevails! Congratulations.

 

Sounds like a fair compromise, with Dell once again delivering better than obligated under the circumstances.

All in all, about what I expected. :thumbsup: