Alienware won't replace part?

I was an early adopter of the m17X. Great machine was happy with it, but I (like a few others) were a bit miffed when they wouldn't offer Vista 64 bit and wouldn't grandfather it in when then did offer it.

Anyway. I let that roll off my back. My computer suddenly shut off overnight and wouldn't turn back on (the 8th). I called tech support and they determined that it was one of the GPUs. They said they would send a replacement. I was relieved that I wouldn't need to send it back in. They said the part would be sent out on Fri and I would get an email. They also noted that they would place a 260$ "hold" on my credit card if I didn't send the part back within five days.

I let a week go by and no part. I called back on the 15th and got "Chris" in customer service. He told me that he would check on the issue. Left me on hold for about 5 minutes, then told me he would have to check with shipping. Another 5 minutes. He told me he couldn't contact them and would send an email, which would be answered in 24 hours. Okay.

Called back Friday. Got "Chris" again (Same one, because he keeps saying "how can I be for assistance to you".) Explained the situation again, and went through the exact same scenario.

Called back on Wed. Wow...."Chris" is still on the job?!?!? He says that he doesn't know what is going on and that he will escalate it to a senior adviser and he will call me back in 24 hours. I gave him a little (polite) flak about why is it that the right hand doesn't know what the left is doing. He apologized and insisted that I would be contacted within 24 hours by this agent for this now "escalated" problem.

Guess what...no call. I am getting upset. It is now two weeks later and no part has been shipped. I tried to escalate it higher, but they say that's as far as it can go.

Anyone know anyone else I can contact about this issue? I am starting to feel slighted instead of this being some incident falling through the cracks. When I called on Wed. I waited on the line with "chris" for 10 minutes, then the call suddenly dropped. When I called back and got "chris" again, he didn't seem to remember me (I called right back), when I explained the problem again, he told me he sent the email.

Anyone, can anyone help?

 

See it could be a bunch of differnet agents you got onto.
Thing about some foreign call centres is they have sections
One group of 10 guys could be Chris. Another could be John etc etc
If you get through again, ask immediatly to speak to a supervisor and explain as you've already made x amount of calls you are not prepared to deal with anyone but a supervisor. See what happens

 

Welcome to the club, bro. It could have been worse. They could send you a tech guy who would break few other parts in the process of replacing. But I'm sure things will sort out soon despite the hellish incompetence of the cs team. Just remain as persistent as you are.:cool

 

I have asked for a new mousepad from them 4+ times. They said they put the order in and i still got nothing. This was 2 months ago. MY original AW mouspad that I got with my system had a bubble in it, making it unusable.

 

Contact Escalations yourself. Do not wait for Chris to do it. Use this link:

Technical Support - Unresolved Issues - Web Escalations

 

Question which m17x do you have. The new one with the 260 or 280 gt gpus. Or the m17x Frist gen that uses geforce 8600 8700 or 8800gtx last verson 9800gt.