Customer Service Nightmare

Over the course of the last few months I have been having a few issues with my M15x. I will spare you most of the details but I need a new palm rest because its warping causing the speakers to rattle and sound bad as well as being cosmetically unpleasing. Additionally my video card has gone bad and I wont bore you with the specifics but it was decided by an Alienware service tech that replacement of the gpu and palmrest was the way to go. I set up in home service and the guy came today after making me chase him down on the phone for 4 business days to make sure he could be here during the time I took off of work. So at around noon a guy shows up at the door and starts tearing my laptop apart. He put in the new gpu and the computer wouldn't power on.... So he says what do you want me to do and I asked if he could put the broken gpu back in because even though I cant run 3d applications I can at least use basic windows and internet functionality. What he said to me next was absolutely unbelievable... He said and I quote, " Well there's nothing I can do for you but at least you have the day off..." I must have turned red because he got outta there quick. I was also shocked that he didn't come with the palm rest which is a major issue. After another two hours on the phone with Dell all they could do for me is ask me to send the computer to the "depot" to be fixed which would take about 7 days. I asked if he could just send me a replacement system and he said " We don't exactly have a pile of computers laying around to just send people and system replacement is not covered by warranty and is not a warranty issue". I am shocked an appalled... this is my only computer and I now have no way to study from home for the next 7 days. I will never again buy an Alienware product and this whole process has been an absolute pain. I think the way I have been treated should be a warning to potential customers regarding the so called warranty they will sell you for an extra $200. The in home technicians are useless and the customer service reps apparently will not take any level of inconvenience you have endured into account when deciding how to solve your problems.

Just a recap of my total experience:
2 hours on the phone : hung up on

another hour and a half: Sorry were getting off for the night call back tomorrow and ask for me- never was able to get him again

2 hours on the phone in home service set up

A day off work waiting for a tech who I had to call about 10 times to confirm my appointment useless and didn't even have all the parts.

another 1 hr 45mins on the phone only to have to send my computer away which negates the point of in home service entirely

result: TOTAL dissatisfaction

 

That is very poor support. They've failed to fulfil the support you have paid for by not fixing it at home and really should be trying much harder to provide some satisfaction. m
Hopefully you were just unfortunate and this doesn't represent the type of Dell 'support experience' you'll receive if you need to contact them again.

 

Welcome to what is the norm for warranty service. Doesn't matter who you buy from, best bet don't buy laptops.

Also if you chose to read the fine print the in-home service stuff applies but if it can't be fixed in home you are expected to send it out.

 

Yeah, I agree.

I had to use alienware dell customer service to refund my m14x.

Some of the reps are amazing and/or helpful, while others, pick up the phone with an attitude and just seem pissed off.

At the same note though, I work in a pharmacy and some of the customers abuse their power and expect the pharmacy to do EVERYTHING for them.

So I honestly sometimes feel sympathy for the rude customer service reps, because I can only imagine the idiotic calls placed to them or the verbal assaults they take by customers that they have to endure daily.

And I agree with the other poster that all customer service regarding warranties will most likely be similiar, no matter what company.

And, it shouldn't neccessarily reflect the build or quality of the actual machine; if anything, Dell alienware just needs to hire or have a more thorough application about who they "HIRE" into their customer service departments, other than that, they still built powerful, high-end laptops.

I hope your issue gets resolved though ASAP, upon waiting for my alienware, then testing it, then returning it, then ordering a new one yesterday, etc.. etc... all the ENERGY invested LEAVES ME DRAINED! on top of that I'm a student, sometimes I feel so tired after and I cannot do homework, it just really takes so much energy and stress when dealing with high dollar amounts and having to wait on the phone and getting switched off with different reps etc.. etc.. while never truly knowing if your issue will get resolved

 

it more depends on the LINE of computers. Dell and HP will both send a fresh chasis out with techs for major rapairs on their business class units, and just swap your GPU, Ram and Drives into it and tell you to have a nice day.

I had this done with my Elitebook on monday thanks to a bone headed PEBKAC moment ( thank goodness for accidental repairs ). and I am sure Dell still does it as well ( I havn't had Dell business class units in a year now )

the other end of the spectrum is the trained monkeys for the cheap consumer models.

 

If you want outstanding support them buy an Apple.

 

I know it's arrogant for me to say this, but an Alienware, or any computer that comes with "complex" hardware seems to just cause issues for people that aren't "tech savvy" users. I HATE any tech support, not because they aren't helpful but because their suggestions are catered towards the crowd that isn't very informed. If I call tech support it's because I already know what the problem is and it's something that only the manufacturer can fix. Is that an excuse for poor customer service? No, definitely not.

The reality with these laptops is that they're going to wear out on the people that game constantly. I know Alienware's are fantastic in design, but it's still a lot of heat that get's pumped through the system. Dell knows this, it's one of the reasons why warranties are so expensive and I think it's also in their business model to know that a serious gamer probably isn't going to have the same Alienware rig 24 months later (already will have upgraded to newer technology). Extended warranties are a profit generating tool. For every 2 people that need to use them, there are 98 that never do and the purchase is a waste. People don't read them and people assume they cover things that they don't.

All that rambling to say, Dell should have provided a better CS experience and NEVER waste the money on an extended warranty unless you really know you're probably gonna fry your hardware.

 

pleae tell me your kidding. im out standing in a line there regularly and dont offer NBD, onsite or accidental on any laptops. yes the support people are polite but thats not everything.

 

Please tell me your kidding. Have you read the horror stories of the techs they send out for NBD service?

And Apple will next day air you a part if you have Applecare. I've used it a few times in the past.

and Apple has stores you can go to for support. With Alienware/Dell you have to call India and talk to 'Steve' with a thick accent who can't tell the difference between a PC and a toilet.

 

yep, theyre not Dell techs but subcontractors that are idiots. Ive had runins with them too.

not outside the USA. in canada average turnaround for me if a genius dont have the part is 3-9 weeks.

consumer side yes, business side no. I can have a tech here from Calgary in under 3 hours with a full chasis to swap. or I can have a swap done in London England in 5 hours, or Karachi in one.

Apple does not comapre to a good business class warranty, I used to think so then I started using the business class machines with their support. no accent, no fuss.

 

My experience with AW customer service was pretty much exceptional. Sad to hear this is how they treat some customers. I think it sort of depends what tech you get. After exchanging a couple messages my guy called and said do you mind if I come at like 4:30 today instead of tomorrow afternoon, which i had no problem with (scared he might do a rush job though). Anyway he comes, takes it apart with ease and replaces my ram, cpu, fans, and gpu when really only the gpu was the issue. Seemed like he really knew what he was doing. Only complaint would be when he turned it upside down to work on it, he didn't put a cloth or anything between the screen or keyboard (I forgot as well ) and now theres a tiny little dent near the top of the screen. But besides that it went really well. Even my initial phone call was maybe 10 minutes at the most. Hopefully your machine can get fixed to 100%!

PS: How did your wrist area get worn out? I have notoriously sweaty hands and mine is still looking pretty much brand new. Although I do clean my system every few days.

 

Here's an interesting question then, if I ever need on site tech can I specifically request the same tech you used before who KNOWS how to work on AW's?

 

Hilarious! +rep !

 

Dells customer service is known to be quite

 

I think you all just answered my question in a new post, i.e. "did Dell buy out Alienware?". Based on my wonderful (just kidding!) experiences with Dell products and service, I predict that they will absolutely destroy Alienware's previously great reputation. I would bet real money, ie pre-1965 silver US coins on that statement. Very sad......

 

I'm really happy with Dell service! They've been great with me so far...

possibly because I order stuff under my company's account and my company runs only on Dell computers.

They just gave me a 75 bucks discount after purchasing an Alienware M17x R3.

 

@OP, might want to review this thread and seek advice there.

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

Follow-up posts can be made in the linked thread.

Thanks.