Dellianware online chat support.

I'm not trying to start a flame war or anything, maybe a dell/alienware rep will read this.

I used the online chat to ask about the M11X.
1.) Whether it's possible to omit some "configurations" from the system, for example HDD/OS.
which he answered with no, it comes by default
2.) How many network adapter slots does the M11X have on the motherboard.

After asking the 2nd question. The representative told me to wait, he's looking into my request.

5 Minutes later, he left the online chat session.

I then, re-started the chat, as follows:

6:28:33 PM Customer <myName>
Initial Question/Comment: 1.) # of networking adapters on the motherboard of M11X 2.) why did my dell representative leave while "working on the request"
6:31:03 PM System System
You are now being connected to an agent. Thank you for using Dell Chat
6:31:03 PM System System
Connected with CA Sales Hussain 4161477
6:31:18 PM System System
CA Sales Hussain 4161477 has left this session!
6:31:18 PM System System
The session has ended!

The guy just left without even doing anything.

Someone needs to bring back Roswell, or at least work on their support/customer care staff. That's just outright rude suddenly leaving on a customer inquiry without saying anything. Then proceeding to leaving again.

Anyone else have any similar experience with their support? - it used to be good.

 

The last 5 times that I tried online chat I was disconnected almost instantly or shortly after they said hello. The DELL reps are not "out to get you" and signing off just to make your life more difficult, even though sometimes it may seem that way haha. If the chat support continues to fail then I would suggest calling the Alienware support line.

 

I dont even know how you got that far since alienware no longer has chat support...

Dell Chat
Our records indicate that you own an Alienware system

We currently do not provide Online Chat support for Alienware products. We apologize for the inconvenience.



Pleae call Alienware US phone support at 1-866-287-6726.



Telephone support is available from 06:00 to 00:00 CST

 

He might have been on dell chat...

 

Please reread my message above. Thats from Dell support.
Dell Chat

 

But if he is looking at buying the M11x, he didn't put a service tag number in, therefore the computer will not know that he is talking about an Alienware system, just that he is looking to buy one.

 

I have the same experiences... maybe we deal with the known "man in black? - they dont like questions on aliens, Roswell, and a like...
When I ask (in English!, in the USA!) if I can talk to some spanish speaker agent... I finally succeed in having someone ready to answer any question... (and surprisingly he was someone knowing very well the AW machines). So, instead of trying to understand Dell's services, maybe we need to improve our spanish, indi, slavic... skills?

 

So, we must understand (and accept... as in a dictatorial country) that Dell refuse to give (in the XXI century!) chat service to one of the most expensive and representative machine they offer (as they do for selling it)?
Thanks anonymous Dell Chat for answering from time to time...
( BTW: Still I have found the Dell spanish agents much more friendly... Lucky me that I can manage myself in different languages...)

 

That is true, they will chat for sales (-:, just not for support after the sale!

 

haha mmmhmmm

 

The problem is that some items, such as Hard Drive and OS are required and their system won't allow the order to go through without them. If you want to say add your own SSD you'll have to just swap it with whatever drive came as default. At least you can toss it into a case and use it as an external drive for backups or something...

 

I don't see how it is connected to the topic but you can pick the lowest one if you are planning a replacement AS no computer retailer sells a system with missing parts

 

I gotta stop quick replies from work when I'm doing 3 things at once. I read it as he tried asking if he could omit the HDD and OS and got cut off, didn't see that he got an answer, lol.

 

The topic here is the Dell's/AW online chat support... and that is something that a leader enterprise, at least regarding this "flag ship" called AW machines, at its costs, must supply to avoid the more biggest costs of the returns, warranty services and total lost of image...
Please, continue with the topic! (maybe some Dell's agents will finally answer and not just in a " politically correct" way but in a really, reliable and constructive way...)

 

+1 for your last sentence

 

I don't think that it's really that most refuse to answer or be constructive, it's just that I've found the case to be that a lot seem not to grasp much beyond their scripts. For example, last Oct. when I was trying to order my first M17xR1 after reading about the missing 2nd HDD caddy I tried the chat option twice. The first one dropped me shortly after it started and before I could ask the question. And the second one kept replying that "it comes with a dvd drive" even after I explained that wasn't what I was asking about.

Hopefully it will get better, but with such a large company with such a large amount of overseas workers with varying english skills it can be hard to ensure...