Are you Really talking to an Alienware Supervisor? I found this interesting.

Well, as I was having issues with Alienware customer service... I requested to speak with a supervisor / manager. When the lady came to the phone she told me she was the manager of her division of sales. Interestingly enough when I just sent her an e-mail I got this autoresponse:

To who it may concern,

I am currently out of the office and i will not be returning until Wednesday
March 12.

Please contact xxxxxxx or xxxxxxif you need any assistance.

Thank you,

xxxxxxxx
Cancellation Prevention Agent



Well, it turns out I was not speaking to a supervisor... or a manager. I was speaking to a "Cancellation Prevention Agent." How interesting.....

I really don't like being lied to while talking to customer service. What do you guys think about this?

 

that does not sound good, I emailed them and they went right off topic I ask if the m17x will be overclockable with the x9000 but then they stated talking about the m15x, very bad on their part.

 

I would expect they'd have staff whose job description would include keeping customers from cancelling their order or persuading them to go with another model.. Never knew they had people dedicated to that kinda thing !!
Paranoid or dedicated ?
Kinda like the Digicam/Home Theatre industry - If they don't have the model your looking for, they'll push another one with as much hype/features as possible..

 

haha. I just think it's some what ridiculous that you ASK for a supervisor because you're about to cancel your order.... and somene comes to the phone introducing themselves as a manager when they are in actuality a "cancellation prevention agent."

Sigh.... the more I think about it the more bewildered I get. Gonna head to sleep - going snowmobiling in the morning. Talk to you guys tomorrow.

 

You know it does take some guts to put that in your sig. I would expect a company to at least mask it for external email purposes, within the company it is understood and expected, but to the consumer it is blunt.

 

hir rebmik how long it you waited to get a refund for your m15x?

 

I have a few suggestions on how to prevent cancellations. Maybe she should talk to me.

 

lol! this should be interesting.. i'm about to cancel in an hour.. try it on me first!

 

I've worked in CS before and I know for a fact that most places do not let you talk to a supervisor. Its what they call their "esclation team" . Its used to prevent people from canceling and of course to prevent people from talking to a real supervisor. Next time your on the phone ask for a supervisor once you to talk to one then ask if he or she is part of the esclation team and theres your answer. To be a little fair I don't know of a company that doesn't work like that.

 

wow, and I mean WOW they have the equivalent of broadband cancellation preventers at a notebook builder?

Hang on a minute, where was she or her equivalent, on Friday when I was cancelling because they refused to even consider negotiating goodwill with me?

Why hasnt the cancellation prevention team been in touch with me to try and win me back?

it is of course too late, becasue 4 hours after cancelling I ordered my currently in transit to arrive tomorrow clevo.

really I would only expect such a position to exist in the phone/internet markets. and of course with satellite tv etc.
but for notebooks that generally dont have time to be cancelled before they are shipped?

so the DID expect this!!!