Message from Alienware-Armando

Greetings to Everyone:

First of all, I would like to introduce myself. My name is Armando and I am an Administrator for the Alienware Support Forums at http://support.alienware.com/

This support site is an excellent tool for current and soon to be Alienware owners. I will periodically pass by and read the posts to see how everything is going.

If you have any questions or concerns, please post so we can address them. Remember if you are an Alienware owner; please do also join us at the Alienware Support Forums. By this mean, your questions, concerns, and comments will been seen by our Alienware Agents and will be addressed quickly. If you are having problems trying to get into the Support Forums, contact me and I will see what I can do.

So just remember, we are here to help out to make your Alienware experience a great one.

 

Welcome to the forums Armando, glad to have you onboard. Thanks for joining.

 

Welcome Armando and thanks for your help and support.
I did try to join the forums, but as a UK costumer I don't have access to it. Is there anyway around it?

 

hey can u paint your laptops green already... lol i kid nice to see a strong Alienware presence on the forums... i count 2 or 3 discreet AW staff posting on this forum already very impressive.. Keep this personal and open minded approach to support rolling and im more than likely going to be a soon to be customer and a happy one at that .

Welcome Armando!
greetings from Australia land

 

Welcome aboard Armando!

 

Welcome Armando,
I have noticed you around the Alienware forums, as I do frequently visit myself. There is a great chance that we may cross paths one day, as Dell repair technicians become more involved in the Alienware experience.

Gabe

 

Welcome Armando.

 

Welcome Armando, thank you for your presence here hope you guys can helps us with our CPU downclocking issue

 

Armando, is there any info you can release on what is causing the downclocking. Or better yet what is the possible fix.

Any info you can provide would be greatly appreciated here on this forum.

 

Welcome Armando

 

Welcome Armando

 

Welcome!

I'm also a UK customer and am thus unable to join the forums because my account number/ details are not recognized .

 

Hi Armando and Welcome.
same as above. are the above forums only for usa citizens.
jim

 

Cool, welcome!

From a future-customer point of view, it's actually nice to see official people around here. Hope you can help these fine folks solve their current problems!

Cheers!

 

Welcome Armando!! Thanks for stopping by and introducing yourself. Your Alienware presence is much appreciated...

 

Any solutions?

 

Welcome Armando.

 

Welcome Armando

 

Welcome Armando, very glad to see you here

 

Hey, welcome, i hope you find NBR useful i know i have.

I do have a question... Have you any news or info regarding the Uk launch of the m17x?

OB

 

Good to see that alienware is reaching out to its customer base like this. Welcome, Armando.

 

Welcome happy to see more of AW on the forums

 

Welcome to the forums, Armando.

 

Like someone else pointed out earlier the alienware forum is only accessible for US customers. What about EU and the rest of the world? To me it feels like we're not considered equals since there's no access for us. This is something that can and should be changed asap, we've also spent an arm and a leg on our systems so we're entitled to the same CS.

 

Welcome to the Jungle

 

trust me the AW forum stinks IMO your not missing anything. It is very regulated and you have to be approved before you can start a new thread. Now if NBR wasn't accessible to the EU then I would be kicking and screaming. Trust me your better off here. I joined back in Jan and I wouldn't go anywhere else

 

Still, that's not the point.

Dready is completely right. I currently travel back and forth from the US (the job) to Romania (my home country) so I'd like to know I can get the same customer service anywhere if I spend $4k on a computer!

 

To be honest, I think it would be nice for all customers to have access to an official AW forum; I don't see why it should be limited to US only.

However, I always just pick up the phone and call my 'local' tech support whenever I have a problem and I'm sure so do a lot of people.

By the way, I'm from Romania too .

 

You can't even read the AW support forums unless you have a valid order # and account. It's completely closed to everyone else as well as heavily moderated. Contrast that to Dell or HP where it's completely open to public viewing and anyone can register and post.

 

hehe so they try to keep a lid on things, the reason why they are here is to try to fix things.. or why would they keep it so close otherwise...I am only guessing but hey as I don't have anything else to go on...but back to the point they should release computers in EU and US same time, open forums etc, as one would feel like second class

 

Welcome Armando. I enjoy the "Alien" presence on the board. It shows alienware really cares about us. Thanks!

 

Could we get a reply concerning forum access for users outside of the US Armando? I love the idea that you guys participate on this forum but don't leave us hanging after the introduction.

 

as far as i know it is only available to american citizens that ordered from the usa .com website.

 

if that's true it makes anybody orderng from AW outside the US feel a bit of a 2nd class citizen, with sub-par CS & support!!

Do you know if Roswell is only available in the US as well?

 

Hi Armando,

By any chance is your last name Campos? I have been communicating with an Alienware rep in regards to my order, which has been in phase 3 since 5/8, and his name is Armando Campos. Just wondering if that was you or not. If so, thanks for keeping me updated. Also, please feel free to post any info on the backordered replacement parts in this thread...thanks.

 

exactly how we all feel here in good old blighty.

not sure about roswell for us in the uk, dont think ive heard of anyone being helped by them but i might be wrong.

 

I've just e-mailed them about it.. waiting for a reply.

 

trust me not being part of the AW forum is not second class. It is not any type of help and I really don't know anyone that even uses it for the simple fact that before you can post or reply to a post it has to be approved. That to me sounds a little weird plus IMO you get better support here from these forums. Trust me even if you could see it you wouldn't use it, but I do agree that it would be messed up if Roswell was only for US

 

your questions might be answered in this thread enquiring about the ROSWELL TEAM

 

@MrDJ - You guys may not have access to the AW support forums but at least your dollar hasn't fallen a huge amount in the past few months

@Everyone - Seriously forget about the Alienware support forums. I think that these forums are much better than the Alienware ones, and you are not restricted as to what you can say. I think that I have done a lot more help here than AW could have done on their forums.

@Armando - Where are you man, there are people here who are canceling their M15x's left and right.

 

Armando forgot to mention that he comes here when he's busy. ^_~

 

I second that. He should up for a little bit and posted a bit and that was it.

 

Alienware may as well just hire me to take care of all of the problems and to talk to their customers about the problems that they are having with their notebooks. I mean I'm home a lot during the summer and I wouldn't mind helping you guys out .

Haha but in reality they would never hire me, fat chance.

 

Yeah, I don't mean to sound like an ass, but where is Armando, really? Just a couple of "hi" and "hello" messages, and that's it?

I really thought the Alienware-people would interact more and give some insight and stuff like that. Not just post: "Yeah, email to [email protected] and we'll take care of it". Everybody can post that.

Shame really..

 

Yea I know if this was my company I would be updating the customers every 2 days on what progress has been made with the CPU and what the ETA is going to be. That would take around 30 minutes out of my day to do and would please the customers a HELL of a lot more than AW is currently doing.

We're kind of getting off topic here but we want Armando back lol.

 

Most of my problem where solve here. Here what I found out that helps. Get all the info you can here. Then Talk to a Alienware Rep.

 

@Stone825 : I know this forum is a lot better then the AW one for help and feedback but it's about the principle. It just doesn't feel right that we don't even get the option even though we paid more cash for our systems (because of the poor state of the usd and other factors ofc). To me every customer should be treated equally because with a policy like their current one i can't help but feel a little bit "neglected".

 

Armando, I think the biggest help would come from any information you could give us regarding the CPU overheating issues as can be evidenced in the long and active thread that we have regarding the matter. It's evident that virtually all m15x x9000 users (except 1) on these forums are experiencing downclocking when they stress test their cpu. There are several other issues on this forum but that is by far one of the biggest concerns and when combined with other problems has caused multiple people here to cancel and/or refund their order.

A simple update would be appreciated if you are privy to that sort of information within AW. We'd simply like to know if AW is having problems re-creating the issue or is any thought possibly being given to larger heat sinks or additional bios updates? Is AW even aware of the continued problems that customers are experiencing or are they and yourself of the opinion that it is still a relatively minor percentage of customers?

This is a technical forum and we'd appreciate something more than the standard and rehashed PR statements even though I realize as an employee of AW you must be careful as to what you do and don't say.

If you don't have access to any of this information, that's fine. In that case, what would help is knowing what sort of job responsibilities you have within AW so that we can customize our questions and concerns to you accordingly.

Thanks.

 

I bet you dollars to donuts groove you get nothing in retrun for your plolite and mannered request.

Any takers???

 

Yeah, I'm in. I don't think he'll reply at all. Or if he does, by some miracle, it'll be the same:

"groove75 - thank you for your interest in Alienware blah blah, please email your questions to [email protected] and we'll put them in a queue and so forth and so on.."