"If I was the next CEO of Alienware, I would..." thread.

In an effort to improve Alienware's customer service, I thought it'd be pretty fun and interesting to see what people would do if they were the next CEO of Alienware. Perhaps this could be regarded as feedback to Alienware and who knows, Alienware might heed to some of our thoughts. Try not to take this too seriously though. Remember that this is all hypothetical. XD;

So what would you do if you were the next CEO of Alienware?
Personally, for starters, I would audit the quality of the customer service. Because I can't really explain myself any better than I did with my other thread, I'll just copy pasta a part of what I wrote over there.

#1: Audit the quality of your customer service.
Make sure the feedback you are getting from your customers are linked to the representative that had taken the call. If they already are, make sure the information you receive from those feedback do not go for naught. Use that data to perhaps "revamp" (don't want to be blunt here, but "hire") people who are more qualified for the position. Make sure they speak fluent English, and if they don't, move them towards helping customers who speak the language they do (or funnel calls from people who speak their language to them).

 

Add desktop video cards into a 15" notebook...

 

oh mate, what've you done? don't get milcs started

i'd employ some additional engineers and testers, so flaws are discovered and ironed out before the notebook goes into production.

 

I think that's a great idea whizzo! I wonder why I haven't thought of that before...

Ah well, let's keep them coming!

 

don't worry, it'll be closed within hours.

 

I would quit and go work for someone else.

 

Well, I was kind of hoping this thread would get people to throw in ideas that would help the company. Let's try not to be sarcastic here. If you think you have an idea that might get you to like Alienware more, post them.

I really want honest answers here.

@edit: I forgot to add this in but if you want to be frank with your answers with something like: "I would stop ripping off customers," be a little bit more elaborate. Why and how? And what could be done to "stop ripping off customers?"

 

All Alienware really needs to do is get better staff to build their systems and better customer service. Just spend more on customer service, spend more on better staff, and Alienware will be fine. Their systems are okay, it's just the people that build them that cause most of the problems.

 

I would Change AW's customer service. if I were to rate it on a scale of 1 to 10, 1 being the worst, i would say that their CS is at -11

I would also better inform the employees about the product they're selling, not get different answer from different people about the same question.

also cut the crap that they say at the end of phone conversation, about feedback or visiting the website. its really annoying, even though I just hang up, because they can never help me anyways.

 

I think this is a good point. I think if Alienware started auditing the knowledge of each and every customer service representative and tested them on the product(s) monthly or once every two months, I think the answers we would be getting from each representative would be more consistent.

A straightforward answer and the knowledge to be able to resolve a specific problem would be great from a representative.

 

More rigorous testing, more respect for customers, an attempt to rectify issues for customers and treat them as the ones who fund the business, not the ones to be walked on and treated like dirt.

 

They used to do that until they got extra funding from Dell to design their own notebooks with. That was their first 15" that they put top of the line hardware into it, and I think it's the first 15" ever to have the best of the best. They did a really good job for their first time around. I'm sure that they've learned enough for their next 15" to blow away the competition. If it wasn't for the m15x's problems, it would've already. PCWorld called it the most well-rounded notebook that they ever tested, and I wouldn't doubt that because of the battery life and performance Alienware got out of a 15" notebook that's only a little bigger than other ones.

If Alienware had the same quality control for every notebook shipped that they have for critics' notebooks, they would be fine.

 

Most of the responses in this thread are troll comments . . . thread closed. For the record, many posts have been deleted.