Alienware's superb warranty and excellent customer service - Details inside - Post your experiences

Been reading a few threads that either devolve into personal agendas\ campaigns of hate because individuals dont get their way despite being offered numerous options to amend the problem by Alienware to those that believe warranties are over-priced.

Like most Alienware forum users, I'm tired of all this.

Yesterday, a relative of mine contacted Alienware to report a faulty backlit keyboard. Within 5 - 10 minutes a technician was arranged to come round and correct the issue.

No questions, no hassle.

This has been the norm for me now for several years and is why, after all my machines, I recommend them as the company for gaming machines.
To see this service being passed on as I have experienced it only further reinforces my faith. It completely erased any last shred of doubt in my mind as to being fluke service and being one of the "lucky" ones.

I understand that problems can occur and that help can be sought on forums such as these but recently the amount of negativity on this forum concerning Alienware has escalated with 9\ 10 of those just coming down to those customers being difficult people to deal with in general.

With this, a false impression can be given to new forum users whom may be in the crucial stages of deciding on what brand to buy, and as such may be put off by such titled threads.

So heres one that will be positive and I look forward to reading about other such experiences...

 

Warranty extensions are overpriced compared to those for Dell's business-grade laptops, but one could argue that Dell makes up for the price difference by charging more for the business laptops.

I live in the US. I don't have spectacular stories to share, but Alienware's support has been solid. I have had no problems since I bought this laptop.

 

I agree. Price can be a very important point.

Anyone who believes the same feel free to select option 2
" The service has been good overall despite a few problems."

The problem being price.

 

Good idea for a thread. Of course, there are similar threads open already, if you did not bother to search beforehand....just saying. Although, it's always nice to hear stories that end well or that have great examples of staff going above and beyond their normal call of duty. Such stories are few and far between, and the ones that you DO find tend to be from customers in the US or Canada - that's not me spewing "hate" (as you seem to like intimating), that's just the truth. Anyway, here are some more 'good examples' for you:

http://forum.notebookreview.com/ali...d-publicly-thank-alienware-thier-service.html

http://forum.notebookreview.com/ali...as-awesome-tech-support-customer-service.html

Notice how I also posted on that last thread, too.....

Just in case you were not aware, as I appreciate you have somewhat selective reading skills, I have never said that ALL service was poor. Some service is great, and it's certainly good to hear about such success stories instead of 'doom and gloom, and I am very quick to give praise where praise is due - as you can see. However, I felt that I had just as much right as the next person to catalogue my experience for those who may have been interested.

I agree, it is unfortunate that there are more 'horror stories' than 'great praise' threads when it comes to Alienware and Dell as a whole. A quick Google of "Excellent Service From Alienware" reveals that, and should also tell you that things are not always 'rosy' just because YOU have had good treatment. There are other people in the world besides yourself - just because you have received good service does not mean the next guy has....he has every right to share his story if he or she chooses to do so, and he/she also deserves to be treated with respect and understanding.

Whilst we do not have enough people praising Dell or Alienware for their good service and support, and I agree that it is nice to see such examples and I am all for it, there are two sides to every coin, and you personally chose to rant all over my thread with your own personal views, showing very little respect for me or my issues.

I can't help but feel that you did not start this thread with the sole purpose of commending Alienware and Dell on their service and support, more so to have a childish spat about the thread that I had started in relation to my own personal issues with Dell. If I recall correctly, you were quite disruptive, not only on my thread, but you been quite disruptive on many other threads, too (and many members would back me up on that) having had multiple warnings from moderators including Mr. Fox and 2.0, to name a few, for your actions.

I am not going to stoop to your level, and spit my dummy out. The thread is a good idea, there are plenty of examples of good service from Dell and I appreciate that. I never said there were not, I even mentioned on my own thread that I have had great service in the past too.

Anyway, I'm not going to ruin your thread in the same fashion as you tried to do to mine out of respect for you and the good idea behind it - even though I feel it is somewhat directed at myself. I will, however say one thing, and that is this:

I noticed that you styled your thread layout pretty much exactly as mine, right down to a poll, and the title with "Details Inside" - well, all I can say is that is a FANTASTIC way to grab attention - I wonder where you got that idea from? - anyway, good job Mr. Caladdon - Imitation, as they say, is the GREATEST form of flattery...so thank you very much for your compliment to me. :thumbsup:

I'm not going to vote, because that would skew your results......and I will not post further, out of respect for your thread and for you - something you afforded me very little of.

Kind Regards
Stevie

 

I really don't think you need the attitude at the start of the post. If you want to post about customer service successes, you'll find many of them. If you wanted to post about customer service failures, you'll find many of them too.

Dell has screwed me around with DOA mobos, and no idea how to fix my computer, and refused a replacement after 5 services. Dell has also come through spectacularly on another occasion, shipping me the parts to fix a wonky LCD screen with no truely diagnosable issue.

PS: Don't speak for 'most'. You are not most, and you don't know what most of us are thinking on a daily basis. I think 'most' might be sympathetic to the plight of people needing support from Dell. From that statement, and the beginning of the post, you sound like a pretentious git.

 

steviejones - You really do take the cake on this....

At first I thought it was just due to frustration but you are clearly a very difficult person....
Not everyone has good service, correct. I sort of acknowledged this in the poll selection.

If you must know I started this thread after seeing many negative threads that had erupted over minor issues over the past few months. Yours actually was the tipping point and that's not something to give yourself praise for.

I read the rest of your thread.
After what you've been offered including a system exchange and indeed a full refund well after the 21 day limit upon receipt AND you still refused to accept it only fully supported my assumptions.

You are gunning for more and because you haven't received it, you threw your toys out the pram and started a slander thread, which has already been closed by you.... why.... because many were actually against you and you just can't handle that...

I styled my thread because I assumed it was the standard layout.

Please do not cover your refusal of future posts because its of my apparent sake, that's a blatant fail of a wash covering the real reason in that you just absolutely must have the final say and don't like listening to the views of those whom disagree with you...

You fire CAPITALS all over the place in an attempt to sound serious, have no patience for others whom express perfectly valid reasons as to why you haven't received your "desired" result and most importantly, you run off when the going gets tough or when people simply disagree.

So by all means, return to your second attempt of a thread. You won't be missed.

 

Wow, I was just subscribed/watching the thread to see how people voted etc and said I wouldn't post but, heck...why not - not to be antagonistic, though. My post above was diplomatic, but your retort is, well, just so full of hate..... Go ahead - train wreck your own thread with hatred towards me. As Cyndi Lauper sang....."True Colours shining through......"

Instead of focusing all your rage at me, why don't you just focus on your thread instead of using it as a tool to hate me? - wouldn't that be a better thing to do? - Surely you have better things to do than preoccupy yourself with my issues, right? - if you don't like my story, no one actually forced you to comment on it or read it, did they?

Take a hint from Brother Hybrys.....

 

This isn't a "hate stevie" thread so again, please don't try and hijack it to be so.

Its a feedback thread. Whilst there are other praise threads, you really have to go looking whereas you've effectively spammed the front page with your "nightmare" threads.

Take a hint...?
After all the disapproval you received on your first thread you are now opening another....?

 

Yes, because I have people/friends who are interested. And I think you will find that the poll on my thread and the amount of 'likes' goes to prove you wrong on the idea that it has had a lot of disapproval....maybe from you, it has.....

I am now going to withdraw from further posts here to let you get on with your own thread.

EDIT: Changed my mind on not posting.....why the heck shouldn't I.

 

Hybrys pretty much summed up what I was thinking.

Judging by the poll in the first thread, 'most' seem to be sympathetic to Steve's situation. Don't pretend to be 'most.'

 

I have never had an issue with support. Usually just a few minutes on the phone and parts are on the way.

 

I'd love to hear more about yours and others' positive experiences. What have they fixed up or sent you?

 

As long as they follow the laws and consumer rights that is in the country this laptop is bought, the company can do whatever they want.

As far as I can see in the various service related threads around in the internet, Dell does follow these and actually goes beyond that in many other cases.

In some few cases we have the classical "customer is always right. You have to bend the rules for me". Or "I have been paying this much money, I deserve to have VIP service". Very rarely does the customer stop and think that the notebook itself cost for Dell too and that the customer did get a lot for what he paid. Profit margins may or may not be that great"

Of course, I have also seen a few ugly episodes where Dell refuse to cooperate with the unhappy customer. I think in a lot of times it sort of relies on what service agent you get too. Probably a lot of angry people out there that should not have worked with service at all, and they do their best to try to make the life of the customer as difficult as possible.

Probably not much valuable content in this post, but I just had to write down my thoughts lol

 

Sorry, I have to respectfully disagree with that statement - and I'll explain why:

If any customer has paid for any warranty, regardless of the value of their purchase, or the nature of it, they deserve to get looked after with VIP service - everyone deserves that right, and no one should be treated any differently other than as a VIP. We all know what VIP stands for, right? - any customer should be treated like a VIP because any customer is important to the success of that business - that is how great customer service is achieved - by treating each and every individual as being important, and notjust a statistic on the balance sheet. There should be absolutely no divide at all, because from a business point of view, my money or Joe Black's money is just the same as the next guy's money.

Also, the cost to Dell of honouring any warranty is borne out of the premiums paid for said warranty. Warranty service, in the grand scheme of things, does not cost Dell a thing. That is how insurance works, for those who do not appreciate extended warranties, car insurance, home insurance, etc etc etc. All insurance companies rely on premiums paid to cover claims - that is a fact of life, so the assumption that it costs Dell to honour warranty is pure poppycock.

Also, why should any customer, who has taken out a warranty and paid the premium for said warranty, be concerned with the company's profit and loss sheets and margin? - Sorry, if I've paid to have my "whatever" covered for "whatever" length of time, I expect that warranty to be honoured regardless of how much money that business is making. Imagine this scenario:

"Oh, sorry Mr Customer, we cannot repair your car, even though it is under warranty, and the reason for that is because the business's profits are a bit low this time of year - if you'd have had a fault when we were making lots of money, you'd have been okay" - how well do you think that would wash with the majority of customers?

Not very well.

 

I'd like to see a quote/prntscr or anything where Dell or any other company write that the customer is entitled to a service above service.

I didnt talk about straight forward cases where whats written in the warranty you paid for from said company, I talked about places where the customer thinks the company extend that service even beyond those boundaries just because he paid much money for a product thats actually worth much money...

There are a lot of grey areas in a complicated product like a notebook, where both the customer could be right or where the company is within their rights to say no to a request from the customer. Many times its not even a request but rather a demand, where money and other vague arguments are put out on the table in hope for any of the involved parts to budge on their policies.

I have worked with retail and hardware before. Been involved with angry people who think they can just barge right in and get handed a new replacement in their hands without us even having a look at the product they had trouble with. People think its that easy sometimes and think the world goes around them.

 

I don't think anyone would say that job is easy, but you do a job, you get paid to do it. I've worked in customer facing roles as a financial advisor, and some people have got right up my nose with their attitude - is it my right to treat them any differently? - no. Quite simply because THEY are the customer, and no matter which way you cut it, when providing excellent customer service, you have to bite your tongue because the customer is always right. I might have cussed a bit after they had gone, or a call had ended or whatever, but under no circumstances would I treat them differently because that is not professional - at least not where I come from it isn't.

So, sorry - if you are in business, the world DOES revolve around your customers. Period. Any different and pretty soon you won't have any customers, and where would you be then?

 

I have to disagree. I have been a co-manager for a shop here in Norway for over 5 years and its not right to let the customer run over you with his "customer is always right". But rather smile when he is angry, be cool when he is all over you, educate him on whats laws in the country and how a service on a product is dealt with.

Most of the times they calm down after a while and see that they cant get anywhere with their attitude. For those few who refuse to give up and dont believe us and insist on a replacement or money back, tell them what website to check for laws that apply to the situation when they run screaming out of the door in anger. If we lose that customer, fine, I wouldnt have me or my staff put up with people like that anyway, They can take their business elsewhere.

Luckily these people are far in between but they are indeed out there

But of course we treat are customers the same. I agree that no customer should be treated differently, but there is a big difference between figuring out what to do with a burned off GPU and a customer with some weird issues in a notebook that may or may not be out of our hands. We usually try to reach out to offer help that works for both parties, but we expect the customer as well to understand both sides and work with us.

 

I agree that it is not in anyone's job description to take abuse, but what you have to do is to empathise with your customer, not just show him/her where the web site or door is, or quote laws at them if they do not like your response. Often, the people with such attitudes are ill informed, and aggression can be seen/used as a defensive tactic. Their product isn't working - you sold it to them - your fault - your responsibility - fix it. This is where excellent customer service skills come in to play. There is never a need for ANY customer to feel like he is not listened to, appreciated or valued. That is lesson one in providing quality service, which in turn, will generate repeat business - a happy customer is a repeat customer.

That customer that has just ran out your door screaming has gone and told all his friends that your service sucks.....remember that next time, eh? - news spreads fast, and bad news spreads even faster. It's not just him you've pissed off, you've probably lost a lot of other business as a result of it too....so it's not just a case of 'If you don't like it, take your business elsewhere' is it?

I would imagine that if you sat down with the irate customer in an empathetic way, you would have far better responses from that customer, instead of quoting laws at them that they need to go and chase up if they are not happy, which results in them running out the door screaming - you did that to them with that attitude. They probably do that because you are not man-managing their problem with empathy - in their eyes, misinformed or not, YOU are responsible.

Right or wrong, the customer is always the most valuable player - without him, you are nothing.

 

"Remember that next time ey"

Are you trying to lecture me or something? I have been running a store almost for 5 years, a hardware store that have been around for over 15 years, while some other shops around us have been announced bankrupt. The competition around here was pretty intense while I worked there, with basically doing your best or just close your shop.

Im pretty sure our policy and the way did this things worked pretty well for us.
Of course we dont just slam the laws on their heads and say "sorry sir, deal with it"
I said in my post that we try our best to work with the customer, but its a mutual experience, they have to understand too how things do work.

But you know, Ive seen some of those reality shows from UK like "spoiled teenagers", unskilled workers creating deadly homes, "Neighbour from hell" etc so I could understand that you have basically given up standing up for your rights and just letting them walk all over you.

Who knows what you british folks are capable of

 

Damn lol its time to throw some Coron* and Stell*
Anyway i do agree Dell/Alienware warranty support indeed smashin like Amazon. But i think Alienware quality check very poor, its like they just dont test system perfectly before launch to consumer. Throttlin issue well debated after previous launch, unfortunately same issue again with recent release (ive just read somewhere here related to 17). Hence Alienware you got to improve quality check procedure, i dont mind if you take help from Alien lalala

 

Not sure if it is because they have a lot of customers and therefor we will see more people reporting issues or if it is quality control issues though.

The throttling is indeed real and need to be adressed.

 

yeah they got a lots and around 5% to 10% active on this forum may be less. But still they do charge premium price for premium product. Well my most of colleagues got Dell laptop mostly XPS non complain about any kind of issue with system, except one (well he just cry even with Blue screen ).
So its like other Dell product are just perfect, even i have/had many Dell product non had any single issue except my R2 (well sound card issue do affects usually most of/all previous generation release, its just random so some may notice some not).

Quality Check!!!!

 

well i had a problem with my m15x for a month or 2 that was fix after i shipped it off to the repair depot and with my aurora r4 i havent had any major problems and a couple of minor problems have been address quickly by tech support. so my next laptop will be an alienware with extended warranty

 

I am a very happy Dell/Alienware customer. I have only owned their laptops because I prefer to build my own when it comes to desktop PCs. I have experienced some technical problems, and I have encountered a few (not very many) employees that needed to find something better to occupy their time. Some of those technical problems could not be fixed and resulted in a system exchange. The majority were resolved by NBD dispatch and POS (Parts Only Service). A few times there was a bit of a wait and some degree of frustration, but overall I think they are the best... not perfect, simply the best option available.

I am a loyal Dell/Alienware customer because of bad experiences I had with more than one of their competitors that were never resolved in a reasonable manner. I became a member of the NBR Community looking for solutions to some of those unresolved problems with other brands.

Dell/Alienware has always handled things for my family in a manner that I felt was fair and reasonable. I recommend them above all other brands, and Dell/Alienware laptops are the only brand we will entertain the notion of purchasing based on the level of service and support they have provided whenever it was needed. Other than a self-built desktop that one of my sons uses for gaming, and a dead Acer laptop that I have been stealing screws and other spare parts from for a couple of years, every computer in my house is a Dell now.

 

This is my first Alienware laptop and will probably be my last. While I haven't had much of an issue with getting the work done I needed to have done, the customer service is not "excellent." The warranty, on paper, is though.

I've had great techs help me with my issues, certainly more often then not, but the bad techs I have also had have left a bad taste in my mouth. Between techs not knowing what they're talking about, communication failure, being lied to, and promises not being kept, it's left me not happy at all. I've had about eight tech calls in the past year and I feel that's eight too many. I also want to add that one of those calls was a tech, who came out and replaced my motherboard and video card and after he left, it wouldn't even turn on. So I had an issue where a technician come out and not even have the computer post.

I get it, people are human. I've been rude to people a time or two in my life. But I've always apologized. Always tried to strive harder. Make communication job one. I don't feel like at Alienware, that's important to them.

One guy in a different thread mentioned that he was supposed to get a call back from Alienware and it didn't happen. Another said "that's Alienware, can't really blame them" and I disagreed. I used to work tech support on the phone. When I told a customer I would call them back in a previous time-frame provided, I would. Even if I didn't have the solution, I would call back and keep them updated.

I know to some of you, it doesn't matter. But I feel customer service is job two, while communication is again, job one. I'm not saying just give the customer whatever they want, because there's expectations and a contracted warranty to follow. But I also feel if the customer is going through a nightmare, like I have, and based on the absolutely lack of care for me until I escalated it... that the rules should be bent a little. There are people on this forum who after reading their issues, have been offered brand new systems and have gone through half of what I've had to deal with, Stevie included.

I mean no ill will to anyone in this thread. I consider myself to be calm, patient, and kind. But everyone, everyone has a breaking point and you're lying if you say you don't. My resolution for my current issue is another motherboard replacement and a 680m replacement for my 580m. It's not a new system. It's not a new 17. But, as long as it works, I care not. Would I like a new 17? Sure, who wouldn't? But at this point, I feel so defeated by these issues and reading what others have gone through that doesn't even pale in comparison with what I have and then get new system replacements is somewhat depressing. I've even seen others say they were told that a 680m doesn't go in a r3 chassis, and it wouldn't be covered until warranty by techs. A different tech even told me that myself, but the supervisor I'm dealing with says it will work and they've "tried it in-house." I don't know who to believe.

I've always considered myself a fighter, one to not give up, but I see myself throwing in the towel and switching to a different company next month.

I do hope my "replacement" parts work as they should. I tire of this. I tire of calling and jumping through hoops and taking days off from work to have a tech come out that may or may not fix the issue on the spot.

And what makes this worse is that all my close friends advised me to avoid Alienware, but I thought I would give them a chance.

I really hope anyone who reads this and is considering an Alienware has better luck then I have. I just want to be proud of owning one again.

Thanks for hearing me out.

 

I've had my R4 for over a year now and have had the best warranty experience possible...I haven't had to use it, never even had to call them for anything. This is not the case with my Asus G73JH where the 2nd to 5th month of ownership was utter hell. To Asus's credit, their rep Gary came through and took care of it. Gary became an NBR forum member like the AW reps, but I don't frequent the sections anymore.

Despite my excellent, trouble free experience with my first AW and my horrible early experience with my first Asus, I am not automatically loyal to AW, nor despondent to Asus. Everyone gets looked at when I'm ready to buy because companies change their lineup too much sometimes and 2 or 3 years in between purchases can make for a much varied choice.

Good luck to all!

 

I thought the intent of this thread was for folks to post about their satisfaction and posting experiences. (See quote below from opening post.) I know it's tough to resist telling people what you are unhappy about... some folks find that more difficult than giving credit for being satisfied. Let's try to stick with the positive theme in this thread and resist the temptation throw cold water on the happy folks by feeling compelled to speak about your dissatisfaction with Alienware. I would say that doing so is "off topic" for this thread. Feel free to express your dissatisfaction by clicking the appropriate voting button if you're not a happy camper.

 

I'm gonna make one final post here.

It's not designed to be inflammatory, or derail the topic of this thread, however, as I have mentioned many times, I have had great support from Dell on certain occasions, but I have also had shocking treatment, too. The good service, for me, has only ever been achieved with reaching out to Dell US staff that have frequented these forums. It is truly great that many of you have superb customer service experiences, as that is what every customer should get. The ONLY time that I have enjoyed fantastic customer service from Dell is when Brother Bill Bivin was around, hot on things that were of issue on the forums - he was the 'go to guy' for anyone in need of help and he ALWAYS did his level best to get the customer, regardless of their location, the right resolution. He is TRULY a gentleman, a friend (I hope he still thinks of me in the same fashion) and above all else, a shining example of what TRUE customer service is all about.

So, whilst you all pat yourselves on the back for being able to take advantage of great customer service from within Dell US & Canada, spare a small thought for those of us (and there ARE plenty of us) that have to suffer at the hands of Dell EMEA.

Anyway, my post here will probably get deleted regardless, which is predictable. Probably one of my last posts on these forums anyway.....

 

Caladdon,
Looks a good poll, I'm new to Alienware ... in fact I'm expecting delivery of my Laptop sometime during this week. I've purchased the extended warranty (only 3 years for us in the UK).
So what I was wondering was, could you refine the poll to be able to split by Region? North America / Europe etc?
I think it's an excellent idea to poll the experiences people have had ... but as extra research and something that might help people (and the Dell organisation) in deciding about buying the extended warranty should be to include the region they've dealt with.
Anything to keep the regions competitive and "on their game".

As I say, I'm new to the forum and never owned an Alienware before so I'm coming from this at a purely neutral perspective with no ax to grind / no grudges.

Thanks.

 

Richard dude im from UK, from my experience so far with Dell/Alienware CS satisfaction quality is just smashin, similar to US.
Like my R2 have(i got new replacement ) issue with sound which is random, Sound card issue almost related to all previous revisions its just random so some may notice some not. At end with no solution Dell kept my Refund offer open untill my warranty expired. So what more they can do? as CS satisfaction.

 

With all due respect, that doesn't make any sense. If the thread was designed to be a "only good thread" then why are there options on a poll for negative aspects too?

It's like, "okay guys, here's a thread with good experiences only, and a poll for all issues, good, bad, indifferent. But I only want to hear about the good stuff, okay?"

The poll is useless if people cannot speak up as to why they feel the way they do and chances are, glossed over anyway. There's a way to post responses in a manner that shows both sides of the fence, because despite my own issues with Alienware, as I said previously, I too have been taken care of. Currently though, I don't feel I am, but I think that if it ends well, I would like to come back and report that.

Dell/Alienware isn't perfect. But I have faith and hope that my issue will not end badly. Some people just want to bash them and put them down, and while I feel that's not the place for this, responses such as my own belong here too.

Or, remove the poll. Otherwise the thread seems incredibly biased.

I hope my point comes across here.

 

I agree with you, MnemonicSyntax. +rep! - it is a bit like Henry Ford saying you can have any colour Model T Ford, as long as it's black. I wish you luck in resolving your own issues. Actually, as you mention 'biased', it is also worth pointing out that this is a US based forum, predominantly filled with US based owners who enjoy US based standards of service. Of course the results/comments are going to be skewed......I'm not going to do this, but perhaps someone should open a similar thread based on EMEA customer satisfaction levels to provide an accurate overall picture of Dell global service......just a thought....I'd have done it, but it would get shut down in a heartbeat because various 'jokers' would jump on it as 'moaning' because I don't agree with their way of thinking....goes without saying that I will get lashed for that comment now.

 

It is sad to hear you say this is a predominantly US forum as if it is us and you guys. I would not want anyone to feel it is us and them. I always felt coming here we were all together as one with are problems and our advice. I hope you post your meaning was not that. You have until recently always been a friend and a source of help to many.

 

I never changed my ethos, Bro. I was always part of the family, always willing to help ANY member, no matter what - until that same family revolted on me for trying to resolve my own issues. Family support each other in hours of need, regardless.....at least they do where I hail from....I helped many, but when I needed or wanted support, where were you guys for me??....works both ways.

You mentioned I had been a friend up until recently....I guess friendship doesn't run that deep here, because I would back my friend all the way, wether I thought they were right or wrong, if they asked for my support.

 

After taking a full days break and coming back I'm pleasantly surprised by many things.

First of all - wow - Thank you all for the kind responses and reputation from everyone.
The poll is very interesting thus far with slight diversification of opinion as well as the largest still currently standing at amazing service. Keep voting.

I haven't seen eye-to-eye with several mods and downright disagreed with others.
One being Mr.Fox, who has since privately praised my thread despite our differences.
In return I'm going to publically thank him...perhaps there will be Alienware brotherhood between us yet.

As another example of Alienware's service ultimately coming through and noticing that both of Stevies nightmare threads have since concluded with many folk shocked at his refusal of accepting a refund for his troubles, I'm now not going to focus on any arguing or call him down, instead, and in keeping with this thread I'm going to take a positive spin.
From what I have gathered is that after all the exchanged words Alienware offered a full refund on a 2 year old system for him

If this really is the case, let us just sit there and think deep about that.
Alienware offered a customer a complete and full refund for a 2 year old system because of a performance drop...
I ask you - What other company would do that? Apple? Samsung? Msi? Asus?

A few have claimed I shouldn't speak for most in regards to users getting fed up with the negative stories about Alienware or what their experiences have been.
With the ongoing poll votes and users posting feedback...I don't have to.

The internet usually will have more complaints that compliments for these kind of companies on forum websites.... Issues, horror stories and what not always surface.
However when a positive thread emerges, the response is simply amazing and does its duty to remind us why we chose Alienware.

EDIT: Its stunning how quick people put up replies - Going to be answering shortly.

 

Funny, because that is exactly what you just did with a snide comment. You really do take the biscuit. What need was there to post that if it was not to be antagonistic?. Why can you not just concentrate on your own thread? As Brother Hybrys said earlier in this thread:

Hope you enjoy your thread. Have fun.

 

This:

... and then this:

... Just makes me believe this is true:

Sent from my DROID RAZR HD using Tapatalk 2

 

That wasn't a snide remark. I recapped what Alienware offered you.

As a matter of fact - I had put everything behind me, let bygones be bygones and was going to enquire if your M18x was still for sale to form a brotherhood with you too Stevie.

You have now since took it personally and attacked me in my thread.
If you have nothing to say or worthy of note refrain from posting. I'm trying to spread some positivity and you're hampering my style.

 

Oh well, I will leave you to it.....at least it is not just me that thinks like Brother Hybys from my last post.....

 

Just remember this thread isn't the end all to be all. There will never be a solid way of knowing the overall performance and how people are treated. There are many factors involved, from the attitude of the techs that are reached, and the attitude of the customers in kind, or the fact that some people do get better service despite having issues that aren't near as bad as others. Regardless of how people are treated and what work is done, one thing is for sure: There is no consistancy.

If this was worked on, as well as communication, I would see Alienware rise up and become an amazing company.

To everyone though, your mileage may vary. I've always been one to try something new, even if others say avoid it. Maybe that's me rooting for the underdog.

 

Oh, so NOW you want to spread positivity? - on your OWN thread....I get ya.....did not matter that you showed no positivity on MY thread, eh? - I asked you multiple times for the same courtesy - did you provide it? - Nope. Anyway.....unsubscribed from you thread, out of respect for you. Something you showed me very little of. Based on this:

Just exactly what has that got do do with Dell/Alienware service? did Dell make a decision in that somewhere???? - that was nothing but a cheap pathetic jibe.

Sad, very sad.....possibly even bordering on pathetic.

 

The customer isn't always right.

Some customers are bad for employee morale, because they abuse your employees. A customer that curses at my employees is someone who is disrespectful, and is someone with whom I would terminate a business relationship. Because telling your employees to suck-it-up and continue to bend over backwards for that customer, just shows your employees that you care more about money than you do about them.

Some customers are bad for business, because they cost more to retain than it costs to cut them loose. As much as people try to quote "the customer is always right," someone will always bring up the counter-adage:

One woman who frequently flew on Southwest, was constantly disappointed with every aspect of the company’s operation. In fact, she became known as the “Pen Pal” because after every flight she wrote in with a complaint.

She didn’t like the fact that the company didn’t assign seats; she didn’t like the absence of a first-class section; she didn’t like not having a meal in flight; she didn’t like Southwest’s boarding procedure; she didn’t like the flight attendants’ sporty uniforms and the casual atmosphere.

Her last letter, reciting a litany of complaints, momentarily stumped Southwest’s customer relations people. They bumped it up to Herb’s [Kelleher, CEO of Southwest] desk, with a note: ‘This one’s yours.’

In sixty seconds, Kelleher wrote back and said, ‘Dear Mrs. Crabapple, We will miss you. Love, Herb.’”

​

I've worked with Dell for several years (15+) in both business-line and consumer-line products, for both work-related and personal purchases. In every case, I bought the upgraded warranty service. At the time, they called it Silver / Gold / Platinum tiered service. Now, they call it basic, extended, and accidental-damage service levels.

In every case, they met my expectations: When I called them for a problem, they sent a technician out the next day to replace the defective part and repair the laptop. In one of these instances, the repair technician caused a problem that wasn't there before during the repair process. I called again, they sent out a different technician (per my request) the next day, and fixed the problem.

It all comes down to expectations. I bought a warranty for the right to say "Hey, this is broken, come and fix it" for 3 years. I never expected VIP service, or complete system replacements / upgrades anytime I had a problem.

 

Please read the text in it's entirety Stevie, you have taken that out of context.
There was a mistake with the comma which I have corrected.

As another example of Alienware's service ultimately coming through and noticing that both of Stevies nightmare threads have since concluded with many folk shocked at his refusal of accepting a refund for his troubles, I'm now not going to focus on any arguing or call him down, instead, and in keeping with this thread I'm going to take a positive spin.
From what I have gathered is that after all the exchanged words Alienware offered a full refund on a 2 year old system for him

The service is in regards to the refund after 2 years of ownership.

EDIT: Stevie, Everyone aside from you have now since returned to topic. I strongly advise you follow suit.

 

Exactly.
There seems to be a consensus in this fourm where people are expecting way too much, even for the warranty Dell offer to their customers. The stories that involve full system replacement is usually what is remembered since its pretty big to get something like that, while other stories like "I got a new SSD" usually does not amaze anyone and therefor is not remembered.

@Calladon: Neither Asus, Clevo or anyone would give you a complete refund for a 3 year old worned out system. No chance in hell. They certainly wouldnt put up with a customer creating so much noise over a SSD that isnt the right brand or is only slightly slower when their supplier is out of stock for that SSD the customer demands.

 

Which side are you on? Because you're going back and forth between supporting Stevie to bashing him. Instead of using examples that are blantly bashing someone, why not use an example that doesn't? Because again, you still don't seem to have the full story here regardless.

Just let it go. If this thread is supposed to be positive, then keep it that way.

 

Hahaha - you just edited/added to your original post to make it sound less directed - if you review your text that I quoted in my reply to you originally at the top of this page, it's plain for anyone to see that your original comment was intimating that my thread closure was a great example of Alienware service ultimately coming through - which was just another childish jibe.....nice edit.

It's not my intention to derail your thread, but I feel that I must post a reply, as I totally do not see why that comment, or anything regarding my case, had ANYTHING to do with your own thread content or title - it was simply a snide comment, and including it in your own thread was not really appropriate - I think even moderators can see that.

My reply is also not to have 'the last word'....it is simply to point out your rather poor attitude towards me to others who happen across your thread, simply because I did not agree with you regarding how you felt my own situation should be resolved by Dell. I did not agree with you, sure - that should have been that. You had to force your opinion to the point of oblivion when I had asked, very nicely MANY times, for no hassle or derailment.

Anyway, I wish you luck with your thread and I hope your 'new found moderator friends' - which you were very quick to point out to everyone - do not delete my post, but perhaps they will - I hope not, because I am merely trying to defend myself against your constant flaming of me, which is blatantly apparent as you have carried it over into your own thread yourself, simply because I did not share your perspective.

Brother Hybrys was totally correct.

 

You've written your thank you post and we've all said our goodbyes so before every thread gets closed, please just stop posting. Come back in a few days or weeks when things have calmed down and you have your new computer and we'll all welcome you back with open arms. But for now, for your own sake, you really should give it a rest...

 

Don't worry, jywang - as I said, I do not want to disrupt anything or to have things closed - I agree, it's a good thread, I just wanted to set the record straight regarding a few things. I wish you all the best of luck, and I also extend that to Mr. Caladdon, as well.

 

Very well said jywang.

He keeps claiming its his last post and whatnot but never stands by it.
Everyones welcome as this is a positive thread however Im getting the feeling from his contributions its aimed at igniting as many problems as possible. Whether this is due to spite at the closure of both his polls\ threads or if he really cannot stand not having the last say I do not know.
This thread is not going to close because of him.

As a matter of fact, one of the earlier examples of Alienwares service I received was with the M14x R1. The microphone had developed a fault and due to it being integrated into screen Alienware not only replaced it, but upgraded me to the 1600 x 900 free of charge.

You could say...it was a... "display" ...of their fantastic service.
*Drum roll*

 

Well, it is my right as an NBR member to post on any thread, as it is yours. I actually think it's a good thread, and I am extremely happy that you started it. It's great to see shining examples of excellent customer service, truly. Your Display example was a good example of such and I am happy for you that it worked out like that. Just that I don't see what my case had to do with your thread.....