Bring Back Roswell

Any social activist types wanna spearhead a petition to bring back Roswell?

Though I doubt it'd make a difference given the current climate, one never knows, right?

 

so it's confirmed that Roswell is gone?

 

Wow they're gone?! That sucks.

 

Yeah, seems like they are gone Whizzo...I was skeptical after hearing others say this, but after trying to call them and being rerouted to Costa Rica and told that they aren't operational anymore, then I became a believer. I don't think that there's anyway to bring them back.

 

TwoBall,

I entirely agree... a petition IS in order!

I came to Alienware after having nothing but terrible experiences will Dell. I will not set idley by and let Dell $%^%& me again. Alienware management officially needs to have their antennas adjusted!

Kevin, Rebeca and Yeenvi honestly provided the best technical support experience I've had from ANY vendor. As is evidenced in these and other forums, they went above and beyond to get peoples problems addressed and fixed right -- often times on the very first attempt.

Most of us have found out that 'standard' tech support is a joke. Without Roswell we might as well have NO tech support.

When Dell can't even support their own machines, what makes them think they can support the exotic configurations that Alienware has always been known for?

This is truely a bad day for Alienware and their customers.

- Denver

 

Wow, this sucks, glad I dumped both of my M15x's then.

 

Do you think they'll listen?? I want Kevin, Yeenvi, and Rebecca back! They are the best tech support agents that a customer could have.

Let's start a petition. We mustn't let Dell mess with us.

 

I dont get it, why wouldnt they just put roswell with dell for alienware

 

As much as we all like to bring Roswell back, it's just not going to happen, petition or without petition. Roswell was an experiment that seemed to do earn high ratings in customer and technical support, but when bean counters at Dell ran the numbers, they ordered Alienware to stop because it was too expensive. Ultimately, Dell has the final say in this, because you would have to amass a huge number of signatures (enough for the bean counters at Dell to take notice and say that it might affect their profits). Sadly, Alienware is a brand that services a small niche market, so the chances that Dell will listen to us will be slim to none. I wouldn't be surprised if Dell decided to let the original Alienware brand slowly die and replace it with its reborn Alienware branding, Dell style. Cheap, flimsy, and ugly cases designed inhouse with cheap components and hardware. And they'll outsource all support to India, and we'd all be even happier wouldn't we?

While it is good that we are starting a petition, I don't think anyone at Dell will hear us unless we convince them that Dell will take a massive hit to its bottom line. Remember that whatever sales Dell makes with Alienware can be made up with a few very easy sales on their end by issuing coupons and promotions to people, businesses, universities, etc.

As a rule: Dell listens to its bottom line, not the customers.

 

I sent a few emails out to the AW addresses I know of asking what happened to Roswell. I doubt I'll be hearing back from them before Monday, but I let you all know if/when I do.

If you were curious, here's the brief message I sent their way.

There has been some troubling discussion on the NBR forums regarding the status of Roswell. It would seem all attempts to contact your group are being forwarded to the standard customer service.

Can you offer any insight as to what is going on?

Has Dell's need to trim fat resulted in your reassignment, or heaven forbid, your dismissal?

Any info you can offer would be greatly appreciated both by myself and many other members of the NBR forums.

I emailed the individual emails of the Roswell members along with the CIT members' emails I found earlier today.

I encourage others to do the same until some enterprising individual forms some sort of online petition we can all attach our names to.

 

i think we should convince roswel to go into there own busneiss and we pay them and refer to them they would have lots of busneiss from NBR

 

Well I was planning on extending my warranty...

Perhaps we've struck on an important talking point.

Anyone else here no longer planning on extending their warranty now that Roswell has disappeared?

 

i dont htink im gonn either way with a new distributor for the Whitebook i can get parts from every where

 

I will, I'm sorry for the Roswell people but my only dealings with them I wasn't that impressed. Had problems with turbo memory, sent loads of error logs and all the information. First e-mail they misread and asked me to disable it (which I'd already done) second e-mail they said it must be broken send it back. I knew it wasn't I sent links from all over the web about people with the same issue. I could have got the same response from the normal tech support.

Plus now Dell are involved more, they may even come out to repair rather than sending your laptop down the usual bottomless pit. Who knows... It may just go from bad to worse.

 

I am thinking that. I only have 6 hours left of warranty.

 

DELL seriously need to quit messing around with things that were perfectly fine before. I'm just ringing the tech support to get my M9750 sent in for repair and the guy i talked to last week added all the info in so that i could just "phone up" and immediately get them to sort out the repair details, this bloke now cant even find that information and to top it all off i can barely hear him!
Dell has got to be one of the worst computer companies out there and i'm pretty sure that if they werent so cheap then they would be out of business a long time ago.

 

So with Roswell gone, all we have now is AW crappy customer service?

-Unless Dell is planning to provide AW service themselves now?

 

Well, there is no AW tech support and customer service since Friday, maybe there was still english tech support over the week.
But it's for sure beginning tomorrow there customer service and tech support will be serviced by Dell.

 

kevin and the other roswell members just got put on regular CS for alienware

 

Are you sure about this? If so, it's not so bad, but still it'll be hit or miss with tech support from now on...

 

i was told this by another memeber i would check yours self and leemme kno

 

I can confirm. I took a vacation day this past Friday just so I could contact Roswell during the day instead of going through the normal Alienware CS after hours. I called the Roswell number and got re-routed to typical Alienware CS. I specifically asked if I was talking to the Roswell division because it was pretty obvious to me that I was not talking to anyone with better than average skills. He confirmed that the Roswell experiment is over. Of course, he assured me that all Alienware CS agents are equally capable as the Roswell crew!

 

thanks for helping to confirm

 

imma check in with the english and german support centers in europe in a day or two, see what kind of accent they're rocking now.

 

I loe it when I call a tech support line with a thick Indian accent and get, "ello, my nam is Steve, how may I help you?" Yeah Steve, sure it is. lol

 

Ya....right......

 

Roswell is defunct as are the two Alienware factories, and offices. Dell is having financial problems and are planning to cut many, many more CS jobs

It is all being consolidated under the Dell umbrella.

 

I got this PM from Roswell-Kevin today...

Hello,

It is our duty to inform you that the Roswell Crew Pilot Project recently came to an end.

All of the Roswell Agents still work for Alienware. They were moved back to their original departments.

Although the Roswell Team is no longer in operation, we will still be trying to improve your customer experience.

You can contact the regular Technical Support Department. All of the Representatives will be willing to address your questions or help you with any technical issue you may have.

To contact our Technical Support Department, dial 866-287-6727 (Option 3, then 1). We are available 24 hours a day, 7 days a week. If you prefer, you can also send an email to [email protected].

Best regards,

Kevin Mills
Technical Support Group
Phone: 1-800-Alienware
Monday - Friday 9am - 6pm Est.
[email protected]

Alienware Corporation
Phone: 305-251-9797 x480-6059
Fax: 786-388-5726
www.alienware.com
__________________
Kevin Mills
Technical Support Group
Phone: 1-800-alienware
[email protected]

 

It's too bad Roswell support is gone.

They had people who's language you could actually understand.

They also seemed to know the products and what they were talking about.

If someone has to read through a list on a "Q" card, how effective are they going to be? Especially if it's not their native language.

Hopefully in the long run, Dell will be selling the Alienware line as their premier gaming laptop and will include premier support for the product they're going to sell at a premier price.