Another complaint Alienware

i paid 5700$ for a laptop alienware m18x in July 7. It deliveried in august 27. Then i found out my laptop having problem with black screen and noisy right after i opened the box. i called technical support, he was asking me send the laptop to Depot repair. i was worried about sending a brand new laptop to fix but he told me i can get a replacement or refund if im not happy with the result. Before that he asked my numbers so he could call me back and he did called back ( not sure a called back from him was recorded or not ) he offered me couple hundreds discount with another purchase by the time i return my laptop. But i didnt have enough credits for another 5700$. So i chose sending my laptop to Depot. Unfortunately i didnt expect it took so long to fix my laptop, about 2 months. I have made numberous phone calls for laptop status but it alway remain the same. I was frustrating and sick of waiting. Again i called so many times about refund But Customer support and Technical support drove me crazy. One told me they couldnt process refund without laptop. The other was holding my machine. i got warning from one of them that i ran out 21 days. i already posted my complaint in Dell/Alienware. Some people referred me contact BBB. I would like to ask NBR will i get 15% restocking fee in this case. i dont want to get any troubles but if i lose money for restocking, i will definely contact BBB

http://en.community.dell.com/cfs-fi...ussions-components-files/3746/7571.save-1.png
http://en.community.dell.com/cfs-fi...ussions-components-files/3746/4135.save-2.png
http://en.community.dell.com/cfs-fi...ussions-components-files/3746/6201.save-4.png

 

I really dont know why people keep coming on here and moaning that they sent the laptop into the depot and it's taking too long. You paid for next business day onsite repair - if they are unable to diagnose the fault and send a technician to your house to fix it then you can demand a new replacement system. They have no grounds to make you send it into the depot and you absolutely shouldn't accept that option!

 

If you want to resolve this matter, email micheal dell, you can find him @dell.com the resolution dept will receive it and call you in about 24 hours. Just copy and paste your post here with the links as it is perfect. Include your phone number. This should take care of your problem. Keep us posted, good luck.

 

Yeah, emailing the unresolved issues department and michael dell didnt do one single thing for me. The executive customer care manager that called me is worse than the original manager that called me.

 

Well that statement was helpful to the OP how? And you resolved your problem by doing what? Or your still un resolved. The point is either give info that helps, or there is not much point to trolling here.

 

i got a call from Dell/Alienware after 9 hrs i posted this thread. was it a coincidence or it really worked that i posted a complaint in NBR. He talked about he's going to process my refund without charge 15% restocking fee. i hope everything goes smoth this time

 

All I can tell you is I have worked with the Resolution Team several times. And why some people have a hard time I do not know. Just given the facts and since you let them know you were posting on the forum, they will take care of it. Glade its settled.

 

They have always been awesome to work with in my case too, alienwolf.

 

how about we all stick with this forum rule:

Also, and a few of you know this very well - we have a thread for this type of issue...

http://forum.notebookreview.com/ali...placement-systems-warranty-repair-issues.html

@ anyone having issues, be sure to review post#1 of the linked thread. contact support, try to resolve your issue with them - be professional (yelling and screaming will get you nowhere). If you still are hitting a brick wall, there are options.