Horrific customer service

It's been nearly 2 months now and I've received little to no support from Dell or alienware regarding my current laptop.

Here's an email I've sent to several departments including dell tech support, warranty support, Alienware support, office of the president, and several others. Sadly I only got one response telling me that they suggested me to call Alienware which I have several times. Last night yet again I called trying to contact someone who could assist and yet again I got the run around and lied to. I was told that they'd email shortly to continue the conversation as the calling card I'd purchased was about to run out. Surprise surprise, not one email. Called again and they informed me that it takes several hours for comments to post on my account and that they can't see anything that the previous until then (What a croc).

Here's a copy of the email sent further explaining my situation:

Hi, I'm currently having a very serious and unusual issue with my laptop. I purchased a laptop from the states nearly 2 months ago and from the first week I've been contacting departments trying to find a resolution to all this but it seems as though no one in any department can assist me.
My problems started when I first got it and I noticed that there were several dead pixels in a large clump and that the chassis of my laptop vibrated while listening to music causing large vibration sounds. Unfortunately I'm currently abroad on business so I first called the US tech support and after being transferred around I was told that I would have to contact the Chinese tech support and that because I had purchased the upgraded warranty, that it'd be valid here in China. I called the Chinese tech support and was told that I would have to go to a Dell repair shop, and then once I went there I was told that they could not repair it and would have to again call Dell and have a repairman come to our home to fix it.

This was at about the month and a half mark now, and finally someone had come to our home to repair it. Turns out Dell hadn't sent one of their repairmen but a third party repairman. He informed me that he would not be able to replace the screen as they don't have them in China and then proceeded to repair the speakers (to which I told him that it wouldn't solve the issue). I had also told him that if the screen could not be replaced I would either like a replacement or refund to which he called his boss and his boss told him to stop repairing it, while my laptop was in pieces across my table. When I asked why he had stopped he said he had been stopped by his boss and his boss had been told by dell because I had requested a refund.
As we waited for several hours with a mutilated laptop on my table we called dell once again and they said that he would be able to continue to repair the machine and that they would also be able to replace the screen. We checked the speakers and lo and behold the chassis still vibrated causing the issues.

The following monday the repairman returned with yet another set of speakers, replacing them and causing the chassis to vibrate even more. Still no replacement for the screen I yet again called Dell to which they told me that due to it being repaired twice that they`d replace the whole thing. I happily agreed to this option, waited and then received an email just the other day explaining that due to my model that it was impossible for my laptop to be replaced.

I then contacted the American dell tech support and warranty support and they informed me that because I was abroad that they would not be able to assist me. After speaking to them for a prolonged period of time they informed me that they would contact both myself and the Chinese Dell to come to a solution for this issue. Unfortunately I never received any contact again, and neither has the Chinese Dell.

I've gradually become quite aggravated by the lack of customer service and force of blame on other departments. I've done nothing more than ask for either a replacement or refund from the very start, have been told statements then had those statements retracted from several different departments from around the world and I've grown increasingly wary of your support network as they've seemed to have swindled their way with my money.

Had this just been another cheap laptop I would have just let it go, but considering the price and effort I've put into this I believe that something must be done. Please don't ask to fill out the warranty transfer as I've already received an email from the Chinese dell informing me that there's nothing in which they can do even if I do that.

I've written to several different people yet no one is able to assist me with this. I've called, gone to Dell, and gone to the absolute greatest lengths to have this issue resolved only to be avoided every step of the way. At this point in time I'd honestly just prefer a refund as the hassle with all of this has truly pushed me away from ever again purchasing either alienware or dell products.

If by chance you could provide me with a valid replacement here in China that would suffice, but with the lack of customer service I've received up until now I doubt that it'll be possible. I look forward to a reply from you and hope that something can be done to resolve this issue in a timely manner!

I'm absolutely sick to death with dealing with their support yet I must as it's a fair bit of money.

Saddest part is that time and time again, I've not received any record of comments on my account and have yet to actually have any person DO anything to actually assist me! To those thinking of purchasing a Dell or Alienware laptop... DON'T! It's all in all just one big hassle from the getgo!

 

So after yet another hour on the phone using ridiculous amounts of money on the phone I literally got to speak with absolutely not a single useful person.

1st call- hung up

2nd call- Spoke with Noren at tech support, after looking up my account he hung up as well.

3rd call- Spoke with Gesh who told me that I had called the warranty services dept. Requested to speak with a supervisor.

Spoke with Ashish who had told me that I had not called warranty services but customer care. As I had told him about my situation and that I had wished to receive a replacement or refund I told him that I'd prefer to receive a refund to which he told me that I was ineligible as it was 2 months into the warraty, even though I had been previously told by tech support that I would be valid for a refund if they could not repair my laptop. Told me that they could not deal with this issue and that it would need to be transferred. Transferred again.

Philip Gordon- Told me this was the sales department and that nothing further could be done as it was out of the refund date. Asked to speak with a supervisor to which I was transferred.

Venpat- Was told that there was no record of my earlier requests etc or any tech rep stating that I'd be valid for a refund. No record of previous calls in which I'd been hung up on, or promises of any email. Was told that during the previous day there was an issue with their servers and all of the comments had been wiped from their servers (AGAIN, what a croc). Told me that there was nothing further that could be done, no one further in which I could speak to, told me that it was neither tech services fault nor sales or any other dept's fault for not being able to receive a refund. After a prolonged period of discussing what further steps could be taken I told him that I'd be contacting the better business bureau and he provided an address which I could write to (1 Delaware Rd. Roundrock TX, 78682) which just so happens to be a Dell factory in Texas to which he did not provide a name in which I'd be able to write to. After another several minutes of requesting a specific person or department in which I could write to other than just a simple address my 3rd phone card ($20) ran out and I was disconnected. I'm currently writing a complain to the better business bureau and will hopefully receive some assistance in this matter.



I am still completely astonished at how this is being dealt with. Oddly enough my original post has been moved to a completely incorrect section of the forums and tags removed. GREAT!

 

Yup, nothing new here. Typical Dellienware. You and the rest of the complaint threads have experienced similar issues, your not alone. Unfortunately, we can do nothing for you here. You can voice your complaints and voice your anger all you want here but nothing productive will come out of it. In my experience, talking to Dell in a calm and sooth tone always tends to work better than yelling at them and demanding. However, I can perfectly see why you would be yelling and demanding (Heck, I would be yelling as well.) Just try and treat them nicely and talk in a pleasant tone with them. If that does not work, bring out the baseball bat. And it seems like they were stalling you out of the "return period" so you would not be able to return the laptop for a full refund.

I'm sorry I can not be of more help but this is the Dell Customer Service you get when purchasing a Dell.

 

Have now contacted BBB and explained situation to them. Will hopefully receive some assistance in this matter. Sadly enough as this takes forever to deal with my "top tier" warranty service is slowly withering away! I love Dell`s approach. Steal the cash, run with it, and hope that by the time they`re actually willing to do anything they can deny any responsibility!

 

Actually not once have I raised my voice, stated anything to them in an angered tone, or used any profanity. I`ve been polite and compromising with every call and email sent as I`ve worked in the call center service industry before and know that you`ll often get further ahead by doing such. I`m voicing how I feel and my full experience here so that hopefully in the future I`ll be able to sway some away from the horrific experience I`m currently going through.

Sadly, growing up I remembered seeing Alienware`s and had always hoped I`d be able to get one. Finally I've got a decent career, opportunities up the wazoo, and finally decided it was time to make the dream a reality... Trust me... it's just been one big nightmare. I'd usually just walk away but it's quite expensive and I've already spent so much time dealing with this...

I hope no one ever goes through these issues but I'm sure they will. I just hope even a few will avoid the experience by breezing through these comments!

 

try calling at an other hour of the day if you always call duringt eh same hours you are likely to get on the same incompetent team and the day time team is a tad better then the other ones
but you still will most likely need to get in touch with a dupervisor befor anything can be done also ask for a replacement they are more willing to send replacement out then refund and if you turn out to be getting an other bad replacement ask for an other one until you got all issues fixed or that they accept to refund you

i was among the lucky ones i never needed to get in touch with support

 

Sounds like a terrible ordeal. Dealing with different countries' support is ALWAYS going to be problematic. You should have never contacted Dell in China. You tell the US Support that they handle it by contacting the other country's repair, setup a mail in repair directly or they give you a refund. Once you allowed them to transfer you, you lost control of the situation.

Dell didn't intentionally try to rip you off. You got a bad deal, and you didn't take the proper steps to stop it from spiraling out of control. You can still take control of this situation. Call US Dell support. Ask to speak to a supervisor. Explain your problem and tell him you will not accept being transferred. Tell them you want a refund or replacement system mailed to you. You are under warranty. You will get it. And then you will be happy with your computer again.

 

So after another email, this one getting slightly further than I had in the past, they've requested me to send the laptop all the way back to the states (even though it states that I'd be able to receive service around the world for all of these issues) to which I've replied :
So what you're asking is after the exuberant amount of money I've spent on the laptop, money shipping it here, money used to call customer service and get the run around (which has totaled nearly $100 usd now) you'd like me to send it back (to which I'd like to inform you is about $200 USD) to possibly receive a refund to which I'd be missing nearly $500 because your services lack what was promised. Or your other option is to get a replacement by sending it back, to which for your information would cost me an additional $400...



Wow, really are those my options, please can I spend a ton more money and time dealing with this issue because you want to avoid honoring the terms in your warranty... What happened to being able to take it to any authorized dealer around the world, what happened to being able to receive a replacement after 2 repairs for the same issue which I went through with that horrific nightmare of seeing my laptop in pieces for several hours as the repairman refused to repair it due to dell China stating that I may want a refund so he shouldn't fix it at all or put it back together for that matter... I've incurred every bit of the cost responsibility and everything else up until now. It's due time you do something to help out the customer rather than extorting them and forcing them to go beyond what is required!

Again, I've contacted the BBB, and have posted this on several forums across major laptop reviewing/ hardware websites to inform others of the practices you've shown valued customers. If a person is willing to spend this much money on a laptop and you're willing to do so very little why don't we all just purchase an apple to which I can guarantee you will provide the services I've expressed and those in which your warranty has promised. I'm well aware of their practices around the world and it's no wonder that they're customer base continues to grow.

They've also deleted my previous post on their forums citing that I cannot provide details such as names and whatnot of those I've spoken to on the phone. Odd that they'd keep it so secretive that they wish for me not to post my experience with individual employees that they employ, yet they can record whatever they want and use it for whatever they want at a later time. I'm quite used to call center practices and man theirs is one of the worst.

Either I get someone from abroad who provides me with a foreign name and nothing more expecting that to suffice for records (to which I state that Gesh is a common name abroad so I'm sure there's more than one working there) and all refuse to state their employee ID's which is either true that they don't have them which makes them completely non responsible for anything they do. They've already shown to avoid this as many comments have been either removed or never posted on my account just allowing them to walk away from the responsibility of providing promises made on the phone, or it's all just a big lie to which I say either is completely possible.

 

So Alienware is not worth it then?

 

Well, I've now been contacted by nearly 8 different people all at the same time suddenly looking to assist me with the situation. Odd how a quick note to the BBB sorts things out. I was wondering though, they've now contacted me through both the US customer service and the Chinese CS, and I was wondering would it be best to continue to go through just the US one or should I reply to both?

Also it seems as though someone is trying to post as though they're a random person wanting to disprove my case on their official dell forums by stating that there are no grounds on which I could send a complaint to the BBB and that I'm completely in the wrong... Man either he's a troll in the most random of places or Dell is really reaching to push customer complaints away from their forums.

 

You guys are unlucky, the danish dell support is some of the best there is! And i have no complaints about them what so ever. Im sorry you guys have such bad luck with them. But that doesent mean that either dell nor AW is bad companies, or that they have bad products. Because MY alienware is working perfectly after a year of use.

 

Congrats... I guess... lol?

 

I wish you the best, Taj.
No customer should ever endure that kind of experience, ever.

The only thing we can do here is give you our regards.

 

Ya, I agree, just some bad luck there. I too had some bad luck at first, but it worked out within 2 months tops. I think I am just fortunate to not have ONLY ONE computer where I do EVERYTHING. So it wasn't so bad for me. Sure, I was a little saddened, but I received great service.

I got a free mouse, upgraded GPUs, and have had several really SKILLED techs fix my laptop. No scratches, no damage, just amazing.

I had 4 video cards replaced, two motherboards and an entire system replaced, and finally a replacement motherboard that came with two upgraded gpu's.

My other experiences with support from other companies has been horrible by comparison. Mailing out the laptop, arguing for hours with HP/Apple/Asus/Sager(OMG worst)/Emachines/Gateway support. Waiting 6-8months for my laptop to come back in the mail, etc.

If this Alienware warranty support is bad, I can't imagine what is GOOD warranty support.

 

lol I had something almost the same experience when I purchase my M14X there was something going on with their ordering system. For 3 days I keep getting the run down so I got and just snap at one of the dell rep letting her know if I don't get a refund I will file it with my CC company so either way I will get my money back. She quickly transfer me to a supervisor giving me some crap which I didn't care. In the end she said I will get my refund.

I didn't trust dell so I call my CC company and file a charge back anyways. Took dell well over 6 weeks to apply the refund back to my CC company. I will never purchase anything from dell again.

 

But then again, why would you need to have things replaced so often? Isn't that a sign that somethings wrong?

 

I experienced bad service, but not that bad. I had the issue with the M17x's video display crashing constantly and I called tech support and he walked me through this whole 1 hour ordeal assuming I had dual GPUs. Then he realized I didn't and it pissed me off because he just assumed. The solution he was using was for dual GPUs only. Of course a month later the fix came out, but I hate their tech support.

The only other time I called was due to a freak virus and I had to re-format. I thought they could help me save my stuff some how, but instead she asked me if she could go out and get her food.....

 

Suddenly the whole forum which was garnering a bit of attention from others with similar issues/complaints was randomly deleted without any reason... Huh? Wonder what that was about...

 

Wow this just keeps getting even more ridiculous... So After being contacted by several different Dell departments, they tried calling my gf while in Beijing but she was away from her cell phone, called back and they had no record of the previous call, then told her that a supervisor would call her, then today alone I received several more emails from several different departments around the world offering assistance and others asking me to wait until they can properly escalate it. Then to top things off I just got a message form the forum mod at Dell stating he looked up my account and advised me that everything would be totally left up to my responsibility to have things returned etc because (I SH$T you not) Alienware doesn't exist in China...

Alienware ?????? | Dell ????

So I emailed him their official website... ummm... hmmm... I just had to laugh at that lol. I was just like soooo.... you do know I've actually gone to several Dell and Alienware stores here right...? Moderating a forum, fine... attempting to provide asinine customer service, awesome, trying to disprove an entire region of your business... priceless lol.

 

Couple days, no contact as of yet, may just be my impatience but I've got the feeling that they are forcefully ignoring my issue now. I've sent an email again requesting information on what is happening and hope to receive a reply shortly.

 

Give it time. I was just as frustrated with my experience. Ended up working out well just gotta let it go through the motions.

 

Also, received a message stating that I am not to call random Dell reassurance volunteer a Dell enforcer, as it's considered chastising. He also told me that he had attempted to assist but have chosen to go another route yet again actively avoiding the question of whether Alienware exists in China... So I posted this...

Well when the main topic is about issues with the customer service and someone posts a similar experience and I comment on my sympathy for them, that's detracting from the main topic? Also I've asked you a question to which you've still not answered... You told me that Alienware does not exist in China yet I've given you their official website and shown you that they do, on top of that the advice given to me by you completely goes against every other bit of advice I'd received previously by other representatives in your company so again I'm asking you, why is it that none of these questions were not answered. You've deleted other posts stating other similar issues like mine, then privately sent me incorrect information, then when I sent you that information you forcefully ignored it...

So again is this a sign of Dell's customer service. Yet again, the company has stated one thing, they have a website stating another, an employee is stating another, and a random person on the forum who does not fully know nor understand the situation is allowed to comment and express his opinions which oddly enough reflect your own yet when others have agreed with me you've gone and pushed them out of the forum... how is this customer service?

I have not chosen to go a different route I've taken the information you've given me into account and have found it to be reflective of some of the issues I've had with the company. Again... I ask, are there Aleinware systems available in China? If so then why would you tell me otherwise, if not, then what is that website I posted? I would also like to ask, so you're also stating that those who actively post in ways in which you consider to be assisting others are considered more important customers than people who post issues? As you said VIP, how would I go about becoming a VIP? Would this in any way influence the quality of service I receive or my ability to post?

 

i worked in a call centre before back when i was studying in college. And people do hang up and transfer you if the situation is not the usual 90% of the repetitive situations where there are easy steps for the call centre agent to easily follow.

Also having said that, I too once had an alienware laptop where i had to call dell to come to my place to fix the hinge issues on the monitor to which they did. then the tech said that bcoz of the broken hinge it has bent my keyboard and has put in an order to get a replacement keyboard for me. and will call me when its arrived. however weeks later and never heard back i decided to sell my alienware laptop on ebay..and now probably a year later still no word from dell... thank god i sold it.... and im now in the world of apple =)

 

I worked in a call center years ago as well so I'm aware of the inner workings. A lot of the time it's people who actively avoid doing work cause well... it's a call center job lol. At the same time you'd think that when it's regarding more luxurious items such as Alienware laptops, they'd find more professional employees rather than the run of the mill script readers.

I'm still in contact with the CS however now I'm going through the email route which seems to have gotten a lot further than before. Just annoying really. I've heard great things about Apple's customer service too. I know the honor a full international warranty regardless of where you are (my boss has one, no matter what he does to it, takes it to their shop and they're always polite professional and willing to help). My only thing was that I don't really like Mac OS (just a preference, and I know you can install windows, but... lol. My next laptop will probably be an Apple one now that I`m better aware of their systems etc.) and I liked how this one had 3d and hdmi in. I`ve had quite a few nights watching 3d movies with the missus which has been nice.

 

I worked for tech support before in a call center and we never ever done that. Sure we at customer once they are off the phone (mostly customer who acts likes an A-hole or just have no place to do anything with tech. stuff).

Anyways one of my friends order an alienware but it was through his work account (his company have a business account with dell) and let me tell you the service you get is 100% way better. So as a joke I had had him call in and explain the little incident I had with them before and the guy on the other line was speechless.

I still will not buy another dell product or recommend it to anyone I know.

 

Well Taj, let me thank you for this thread. When my M18X arrives and IF ANYTHING is wrong with it that seems serious I will be sure to use my 21 day return policy without any hesitation so this does not happen to me or hopfully anyone else buying from them.

Thanks. again. +1 rep

 

Wow that really sucks man. Hopefully Dell pulls through in the end...

 

Sucks that you miss your refund date but if you have a good credit card company that you used to purchase the laptop and explain to them the suitation your credit card company might be able to refund you the money back.

When I call my CC compnay about what Dell did and wish to file a charge back, they did it right away and after I send in all the details and prof that I did return the laptop back to dell(tracking number, E-mails between me and dell.....).

Sadly dell does not seem to care what you think. Logitech is the only company that I dealt with have really really good customer services. I purchase a mouse and it was having some issue after years of use. Anyways without any hassle or anything logitech offer to send me a brand new mouse. I didn't even have to send my old one. Now that's customer services. From that point on all my mouse, keyboard and speaker is all from Logitech.

 

I completely agree, I've had the exact same experience with logitech and now, I consistently buy their products. The other week, I had the option to buy either a g13 or a nostromos keyboard and I jumped on the g13 just for the single fact that it was logitech. as of yet, no new information. It seems no one can give me a straight answer.

 

As a general reminder of the forum rules,

We have a thread in place for problems with support. Please continue there.

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

Thanks.

-
-