Augh i'm so sick of dell. Competence is all I ask.

Honestly i'm at a loss for words at this point. I call dell back today to resolve the issue, after changing the bios to A06 uninstalling CC again he then tells me i'm not having issues that this is normal behaviour and that changing the color of the alien head is impossible.

Really? Are you kidding me? Not only can I do it but your other reps were doing it as well. He says let me double check on that.

Call drops. Not only that but right before I phoned asking in regards to it the guy says what's the problem. call ends. Neither people call you back. So you get to go through this lovely process again. I dont even know what to do at this point.

 

Seems official that dell's customer service is worse compared to asus...

hanging off the call on your customer just because they don't know what they are doing? cmon, can they sink any lower than that?

 

Have you tried using the instant chat thingy on their website?

 

Hi Naturalx,
Can you please describe your original issue so that we can help you to better diagnose it. Also, don't forget to include the model of the notebook you are using

Thanks,
Gabe

 

What he said. But also include your specs, software versions ect. Any and all pertinant details are helpful.

 

IF Naturalx would return and provide the info, the rest of the support friends asked for (GabeZ & DR650SE) ,
I would mention that I have NEVER had issues with tech support because I call Alienware Tech Support, not Dell.
Yes, its an unpublished 866 (toll free) number. BUT, I cant give out such a valuable phone number to anyone who is just airing dirty laundry.

 

Which warranty did you purchase? I know the BASIC techs are a bit sketchy, but *usually* still above most. The first thing I tell anyone that purchases a dell anymore is to spec out to a premium warranty *first*. 100X better service. 24/7 help, US based staff, accidental. However that's not really giving it even 1% justice for the amount of headache and time saved per call it provides.

 

I have premium warranty on the Alienware and basic warranty on a Dell desktop and the difference in service is like day and night.

 

It's hard type in words how hard I can stress this, but It *really* is. Even the service I received for returning my laptop was 10000% better than anytime I had to talk with a basic rep.

 

Another analogy is:

Basic warranty = multiple reps, multiple dropped calls and no call back

Premium warranty = one rep, +/- 1 dropped call with call back

 

Is there anyway I could get that 866 number hub? I've got like a phobia of calling dell haha.

Anyways...can you purchase a premium warranty from dell at any time?

 

It depends how far along your warranty on your computer is. I asked a rep about upgrading my 2 year old desktop which has 4 year basic warranty to premium. He told me he could only upgrade to 1 year of premium for the 3rd year, and then it would be back to the basic warranty for the 4th year.

 

It s probably the # right on the top of the alienware support page

For Service and Support call 1-866-287-6727
support.alienware.com/Support_Pages/Support_Area.aspx

 

To extend your warranty coverage, see this link - you will need your service tag.

LINK

 

Sad that you have to pay extra to get a company to actually warranty their products.

 

what worries me is who is managing them..surely they must record calls from the reps not doing thier jobs and should ensure they are providing good support.

No excuse if basic or premium support you paid for support and you deserve to get support!

Goodluck hope you sort this out.

 

Unless they verbally explain to you that the call may be recorded or monitored, it's not recored or monitored.

If you can get the tech to send you an email (any email) they'll have their manager's name in the signature usually.

The only time a manager or supervisor gets involved in the rep's daily activities is when requested by the customer or after a bad email/ questionnaire.


Dell *has* had CS issues in the past, but they have improved somewhat from that. Saying this, it's fairly impossible to maintain a 100% dedicated staff overseas. There *will* be bad apples occasionally.

 

done, and not the 6727 number. better !

Im not sure WHY this thread continues to grow? Where is the OP ?? QUIT

 

See this thread if you are running into an issue with tech support. Closing this thread - continue in the linked thread if you go that route.

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

For general discussion of Alienware reliability see:
http://forum.notebookreview.com/alienware/488294-general-reliability-alienware.html

For Dell Customer Service discussion, see:
http://forum.notebookreview.com/dell-shipping-order-status-customer-service-issues/