Guess I have to return MY Alienware 18 the day it gets here :(

So I was really excited about getting my new 18 it is supposed to arrive on the 27th and I was really looking forwarding to playing with it over the weekend unfortunately it looks like I will have to return it without even unboxing it.

To make a long story short while I was at work today my wife received a call from dell the rep that called, called to offer to extend that warranty on the system adding another two years of warranty coverage for $310 my wife told them she would have to consult with me the rep said that was fine and to just have me call back to dell if I was interested.

My wife called me on my lunch break and I was very to happy to hear about the offer so I called dell back….. well the rep I got on the line quoted me a way higher price than what I had been offered and said that the offer the previous rep had made would only apply before the system had shipped (system had already shipped way before the first rep called) and that the only way to get the offer would be to return the system and repurchase it

I guess that’s what I will do since its such a good price (better than what’s advertised on the website (warranty is for repair service and accidental damage) but it seems really crazy and actually kid of costly to dell for me to have to return the whole computer just to get a price on an extended warranty that dell called to offer me!

Now I could see if this was after the 30 day return window but my laptop isn’t even here yet
Seems really ridiculous to have to return it the same day it arrives just because I can’t get a consistent price

Anyways not sure any of the Alienware reps here can help but well if not at least I got to vent

 

Just keep calling them until you get a rep that agrees to the discounted price

Sent from my Nexus 5 using Tapatalk

 

Ya, keep calling, ask to talk to someone else, you could also ask them to check their records to see who called you originally (they do track this)

 

Just a thought here, but if you were called by a Dell rep selling you extended warranty even before your order has landed, why not get back to Dell and say you want the extended warranty at the price it would have been at configuration, otherwise you will return the machine and re-order with the warranty included. Chances are that it would be cheaper than an extension price. Dell don't want returns as they cannot sell them as new - they go to the outlet, which means less profit. All they have to do is agree to offer you the warranty at the configuration price.......

 

That should work unless there is some kind of system limitation or an underwriting scenario of some sort that prohibits them from changing the warranty on a machine that has shipped. If it had not shipped, I think they may be required to cancel the order and create a new order. It may also have something to do with another process, such as service tag assignment. I believe the warranty is treated as though it was part of the machine specifications. When you extend the warranty on an existing machine the extension has a separate start and end date. Extending the warranty does not change the end date on the original warranty.

 

Keep calling! That's just a sales rep being a sales rep. They don't know anything, and can't enforce what another representative said. For future reference, get a confirmation email from that representative, and don't hang up the phone until you've received it. If they offer you something, get proof of that offer, and you're golden.

I've had similar things happen to me before. One example would be a time I purchased a system, there was a new deal (new prices) that showed up after my system shipped. In other words, my order was several hundred dollars more than it would have been if I just waited two weeks. They credited by card and gave me a big discount. It took three calls, and three reps, but eventually one agreed with me that returning the system and reordering it was absurd and a complete waste of time and money (especially for them). You should attempt to make this argument with every sales representative before returning it! :thumbsup:

Worst case scenario, you return it, reorder, and ask for a discount because of the trouble. They should grant that. You have 30 days from the date it was shipped to return the system. Take a day or two and make a few phone calls. It will save you weeks of waiting for a new system, all for a warranty extension.

 

So, Brother J.Dre... what you are saying is that Alienware sales reps are exactly like the workforce at every company. Some are truly worthless and/or simply as stupid as a post; some don't give a rat's butt about you or your order; and, some are actually intelligent, good listeners and care about the customer.

Sound like the truth to me. +1 Rep

 

I can also add that J.Dre is right on the ball with his previous comment. I have been on the receiving end of some incompetent technicians advice. I only got where I am now because I was stubborn and wasn't willing to give up without a fight. As far as I'm concerned, AW/Dell techs act exactly like any other company techs. Each one has a different opinion in relation to your problem. Not very helpful when its you who has paid 1.6k out right just to be told that your wrong and they're right, and the tech you speak to will say "well that previous tech you spoken to must of got crossed wires because its actually this solution we should of tried".