My Conversation with the "Supervisor" on the phone

I don't usually do this, I mean every company has its ups and downs, but I've only experience downs with AW.
They are by the worst customer service people to talk to.

Ok here's the conversation I had.
Me - Me
CS - The Customer Service Rep

Me- Account number etc...
CS- How may I help you
ME- Hi can you have a look at the conversation I had with another Rep about the broken hinge.
CS- Yes, I can only see the answers, not the questions, what is this about?
ME- Well I sent in a laptop for repairs and it was suppose to be repaired and sent back within a week, and it has now been over two weeks and they still haven't started repair, so i think it would be better to just get a refund instead of waiting any longer.
CS- well you've had your system for 8 months, we can't give you a refund.
ME- could you please transfer me to your supervisor?
CS- hold on please
ME- ok

15 mins later

CS- He's still on the phone, would still like to hold on or can he call you back
ME- No, I'll hold

7 mins later

CS- Ok I have him on the line.
ME- ok

I'm pretty sure it wasn't a supervisor, it was just another CS Rep pretending to be a supervisor, so I'm still going to refer to him as CS

CS- hello how may I help you?
ME- yes I would like to get a refund on my system, because the repairs have been taking longer than I was quoted for.
CS- sir we can't give you a refund.
ME- Well I use my laptop for work, and I sent it in only when I thought it would not affect my work and I wouldn't loose money. So I had a week to have it repaired and it was the time frame that I was told the repair would take. So after the week, I began to loose money, because I wasn't up to date on my work and couldn't meet deadlines.
CS- yes, we don't cover that.
ME- Well then you should have told me that the parts were on back order I wouldn't have sent in my laptop.
ME- isn't this bad customer service?
CS- no sir its up to the manufacturer.
ME- So is it my responsibility or yours to call ahead and check and see if the parts are there, before the unit is sent in?
CS- Yes...
ME- Yes what?
Cs- Sir its up to the manufacturer.
ME- Since you can't offer me a refund, I suppose you will compensate me for the money lost?
--silence--
CS- no sir we don't do that, it takes two weeks for repair.
ME- So why was I told that it would only take a week to repair? Do you not educate all your employees about the service? IS THIS NOT bad customer service?
--Silence--
CS- Yes
ME- So I don't want to deal with bad customer service. Customer service is also a product that a company provides and it is defective and I would like to take my business elsewhere and I require a refund.
Cs- No sir we don't offer refunds
Me- So I'm stuck with this terrible customer service and a laptop that started breaking as soon as I received it?
-silence-
CS- Sir you will have your laptop repaired and back soon.
ME- Do you even know the problems my laptop has?
CS- yes sir the hinge.
ME- and...?
CS- Sir that's all we have
ME- So you just chose to ignore other problems that I listed with the same message? their were 8 other problems
CS- no sir

And I hung up

 

Yummy....

Final Verdict?

 

no refund, no compensation, no appology, parts still on backorder, will take another 2-3 weeks for repairs.

I would have lost enough money to actually buy another m15x with same configuration.

 

Ricky_S you been a member for a while, depending on when you go it, you know they are crap, the CS and the laptop, agian depending on when you git, if you go it before we all knew, then I feel sorry, if you got it June, July then you knew what you got

 

I orderd it on feb 07, 08 and I think there were only one or two people who had actually received their laptop on this forum. So there wasn't much talk at all about the service or the breaking.

I see today that there are still people who are ordering from AW on this forum, knowing the problems with the machine and they're also probably aware of the customer service, but still they go ahead and order. I guess its up to them to choose whats more important: having something with Alienware on it, or having something that'll last longer with better service from the company.

Anyways if I had known that this is what it would be like I would never have ordered form them. There are many other brands that offer same configuration and at a cheaper price with better service.

And the reason I bought this was because I needed something portable and with power, and at that time it was the only 15" with 8800GTX.

 

Yes it's hard to look at ppl getting it today as I want to beat some sense into them

You can ping them again and again and make life hard fro AW, but it would probably not make your order first priority... I would bend over get it back, find another thing or two that is wrong with it, not hard I guess, feel your pain, send it in again and demand my money back.

 

<-- This guy warned you guys about buying AW products but nope you chose to ignore him and now you see what he was talking about

Started M9750 repairs on July 14th
Ended repairs on ______ (todays October 27th)

July 14th to October 27th = ~3mo 13days

What I'm doing when I get my brand new M9750? Sell it and buying the gateway 17".

 

I don't understand why you want a refund. If you go to any manufacture most likely they will not give you a refund for a 8 month year old system. All their policy's are clearly stated in the warranty. Contact AW-James or Aw-Amardo.

 

I agree to dwend, and every company has different people with different style of working. Talking about a different scenario far away from technology world.

You go shopping for a pair of shoes and while buying it the rep told you it has a warranty of 1yr. Anything happen we will repair it for free. And after using those shoes for 6months you found a crack in the sole and asked for full/partial refund. Do you logically think they should give you refund for something who's value has deprecated to almost 40-50% and this would be of no use to them.

Please think little logically and I know there are problems with AW, but it will not help much if you throw the flame on such public forums. Try to work out with them. I know things will work out. Best of luck!!!

 

Customer service is the main reason I want a refund not the machine itself. They gave me a time frame in which the laptop was to be repaired and the time passed and the laptop was still not repaired. And they hadn't even started any work on it.

And about your shoe analogy. After six months I found a crack in the shoe, so I sent it in for repairs. They told me it would take them a day to repair the shoe. So I somehow manage to get around without shoes for one day. Next day they don't respond to my messages. Three days later I call them and ask about my shoes, they tell me that they still have to repair the shoes and they don't have the parts. So now what? They failed to meet their time frame, didn't respond to the calls, and didn't have the parts in stock to repair the shoe. Do I want to do business with them again or even continue my business with them? They could've easily checked to see if the parts were there or told me when I could send in my shoes so that it will be repaired as quickly as possible. Am I suppose to just wait till they fix my shoe which would take even more time, or do I just ask for a refund and get my shoes elsewhere so I could wear something on my feet and I can move around?

I did think logically, and I don't think you are or have been in the same situation as I am. And flame? where did I throw flame? I never bad mouthed the machine I did tell the truth about their customer service and I also provided the details about what was going on.

That's how the conversation exactly went. I mean I am behind my work, screw the money. I could loose my job. I know it seems weird that my job depends on AW laptop. But I use it for my work, and I don't have access to any other equally powerful laptop/desktop.

The """""Supervisor""""" even admitted that their customer service is terrible. That's low.

 

That's horrible you went through that Ricky. Might I recommend the Clevo m860tu (especially if you ever get your money back). It's more powerful than the m15x. It's cheaper in price. It has the look of a business laptop but still has a sleek style to it. The customer service I have received from my reseller has been second to none (PcMicroWorks). I have had no complications with it as they test EVERYTHING before they send it to you. I have had the laptop for just over 2 months and it has already paid back for itself and making profit.

Its a great laptop to get if your main prioriety is to have a powerful 15 " laptop.

 

I second this.

 

Bah, don't bother with the clevo, it really isn't that much more powerful than the AW, and it's looks are that of a generic laptop, kinda cheap looking, but the CS is alot more personal.

I had canceled my AW order a few months ago, and mainly it was because of the CS, and some of my pride perhaps, also, after reading these forums, it somewhat formed a bias in me against the CS at AW, where as I probably would of been more forgiving of their error, if I had never read these forums.

As far as the shoe analogy, I would just throw them away and buy a new pair, perhaps try to sale them to a street walker who doesn't have any shoes.

 

Haha, human nature at work it seems!

 

Gee this sounds like Dell customer service..........I wonder why?

My suggestion is after you get the notebook back from repair sell it on Ebay and be done with it.

 

With all due respect, he isn't buying the laptop for something as frivilous as gaming. He wants a powerful 15" laptop that can rival a desktop and get the work done. And the Clevo M860TU is that laptop.

Maybe if he wanted to be the 'l33test' kid at the LAN party, then stuff like 'isnt that much powerful', 'generic laptop' and 'kinda cheap looking(which it isnt looking btw)' would apply. And he should go with the laptop that most resembles a christmas tree in that circumstance.

Not trying to put you down bro, its just that for his needs, the m860tu is perfect. Just because you had a bad experience with it doesn't mean you should condemn it for him.

Anywayz, Richard, take it from a professional in the media and advertising field, the Clevo m860tu is a workhorse you can rely on. It will never fail you (at least based on the build history of Clevo and the 2 months I've had mine) and the customer service of PCMW, XoticPC, Eurocom and Powernotebooks are top notch.

 

I know you're trying to be funny with your Dell joke but honestly you don't know what you're talking about. I'm not going to explain (I'll let another member do so). AW is owned by Dell but they are seperate in short.

I have dealt with AW since Feb of 2007 and they seem exactly the same as they were back then. My sister has a E1420 and I actually like Dell Support (my sister dropped her laptop though so we are having some troubles but she has the accidental damage so I can't really blame dell for that).

 

What Dell needs to do as a company is to somehow incorporate the customer support service they have into Alienware. I personally think Alienware should either audit their normal customer service (this excludes Roswell) or work with Dell to improve their customer service.

I mean, if Alienware is going to stay a subsidiary of Dell, Dell might as well do something to help them out. Screw functioning separately.

 

With all due respect, he shouldn't of bought an AW in the first place than.

Um, theres no need to get an 8800gtx/9800gt, unless you are gaming, theres lesser gpu outs there, that are hundreds of dollars cheaper, and will give him the same performance.

Hmm, oddly enough everyone is calling the m860tu a gaming laptop. The only thing is, it lacks in the looks department. You remember, I owned that laptop for a week or so, and I saw the looks first hand, and from an ex-owners point of view, the thing was just very plain, no style, furthermore my 3d06 scores were equal or less than the scores I saw people getting with the m15x.

Yeah I know, were cool, and I think its great that you are happy with the clevo, and your right, I did'nt have as much of a bad experience, as I just didn't like the looks of it, that was my main problem with it, and than there was some heat too, but I shouldn't down it for other people, If looks (Christmas tree) isn't as important, than your right, the 860tu would be great.

 

Not to cut into this discussion here, but with all due respect to the both of you, I don't think many people have the gift of foresight. To say that he shouldn't have bought it in the first place is an unsound argument because I'm sure he wasn't aware of what could happen to the m15x 7-8 months ago when he had purchased it.

I find this statement kind of ironic in many ways. Though the irony probably doesn't apply directly to Deathwinger, I'm sure the same thing could be said about the AW converts that have went over to Sager/Clevo and are now happily trolling this forum.

Now I'm sure I'm going to get heavily criticized for saying that, but eh, the statement kind of made me chuckle a little.

 

Dell replaced my sister's m1530's motherboard at HOME!!! And that was the next day after she called them up. You call that bad service?

Their service made me go for a refund, return the m15x (which I loved) and get an XPS m1730 which should be here tomorrow. Support is the way to go when it comes to buying products. Dell, their service, and the m1730 are reliable and makes me feel more "secure" now that I am with them.

 

I thought I should post some pictures because some might not believe it, since changing the motherboard at home sounds insane. I myself, wouldn't believe it if it wasn't done in front of my eyes.


Here, you might find these interesting

 

Dell has replaced SOOO much for me at home and at work. We ALWAYS get onsite warranty, and i've NEVER had to send a machine back during warranty. I did have my latitude c840 from work die about 3 months out of warranty due to a failed motherboard for the 2nd time. first time was replaced about 2 months before warranty expired. Shipped it to them, they fixed it for free and shipped it back. other than not charging one of the battery bays, its been running strong since 2002

 

Ricky_S,

Please check your PM at your earliest convenience.

Thank you!

 

I replied to your PM last night.