EXTREMELY dissappointed with AW, Need phone number of Customer Support Line Directly to Supervisor

Ok guys, this is my last attempt at getting my Alienware M17X fixed. I'll try to make a long story short.

1.5 months ago spill stuff on my keyboard, computer breaks. Call AW support after about 3 hours on the phone they tell me they are sending me a box and I need to send my AW laptop in this box to their center in TX and it will be about 4 days till this box comes, and an additional 5 days to fix plus shipping times. 3 weeks later I call and say I did not receive a box, and they tell me they sent it to the wrong address. I give the correct address to literally 4 different people, and finally get to the fifth person who tells me AW sends a person to where you are to fix it onsite, rather than sending it away (note: I've been on the phone for 4 hours now just to hear this). Naturally I'm pissed off, and I have to go. The guy tells me a tech rep will contact me within the next 48 hours to schedule an appt., well 5 days later, NOTHING.

Please, can someone point me in the correct direction. I paid for complete care for a reason, not for them to beat around the bush while I have a $3k paperweight.

Thanks for ANY advice you can offer.

 

Contact the unresolved issues department: https://support.dell.com/support/to...t/dellcare/outstanding_issues?c=us&l=en&s=gen

Tell them exactly what happened and give them case reference numbers. They will get back to you in a few days and take care of everything.

 

hope it works better than in uk, i used the un resolved issues page more than 2 weeks ago, sent in about 4 times. nothing ever happened!

 

Hmmm, this is troublesome. Is this the norm or the exception?

 

thats the the norm dell customer service for you, just search around the net, just hope ur laptop doesn't break 2 month before ur warrenty runs out cause they will stall you till they won't have to repair it.

Good computer, bad customer service. I asked for them to sent me a quote on the auroura ALX so i can buy it and its been 5 days no qoute... all i wanted was to give dell my money and they don't bother helping me. lol

 

As Alienware were quoting terms and conditions to me i asked for a copy.

Found out that if any warrenty work is done with less than 3 months to go all parts replaced are covered for 3 months! so if your gpu has failed having been replaced less than 3 months ago its covered even if the warrenty has expired!

 

I don't think this is the norm, when i call to get repair, fed ex guy drop off box for me within 1 hour. didn't use it though, got a replacement instead of repairs.

also never wait for them to call or email you, always call them. emails get sent into a black hole or something, you will almost never get a reply. if you want something to be done fast, you have to call everyday, bug them and nag them its the only way to get things done.

 

http://forum.notebookreview.com/showthread.php?t=449524

 

I guess that people and companies take the path of least resistence!

If its less work to actually do what you ask than to keep putting up with you hastling them they will do it

never give up and never accept no for an answer!

 

I know what you are going through!!!

http://forum.notebookreview.com/showthread.php?t=418023