My tech support story

I have a nearly three year old m5500. I have been very happy with it and except for a couple of software and system glitches {easily fixed}, I never had a problem till yesterday when the screen suddenly died.

I called Alienware yesterday morning {twice because my face hit the end button on my new phone}. No wait on the first call and less than 15 seconds waiting on the second call.

Even though I am past the warrantee, they helped me diagnose the problem over the phone. The Inverter board died. Alienware's tech not only agreed that it would be cheaper to have my laptop repaired locally, he told me how to get parts for it.

There are so many horror stories about Alienware that I feel compelled to write my story so that people see that not everyone gets shafted or has problems.

 

I have to call AW roswell support every single day.
The people in roswell are pretty cool, I like how they cut the reading script now when they hear me, and don't even need security question anymore, because everyone in there knows me when I ask for my tech by name.

But their support system is not as efficient as I hope and there are tons of error here and there, human error in my case as well. For me, there are credit problem, billing problem, order problem, and etc... I have been patience because the Roswell group are actually trying to help.

 

Its really nice to hear some POSITIVE AW customer service stories, thank yoU!

 

yes it is.
my expereinces have been top notch thus far with AW CS and any other contact i have had.
i wrote a letter to the supervisor and received a return letter advising that they have updated and annontated the employees record to reflect the positive input recieved.
i then got an email from the employee, albiet brief, thanking me for the letter.

i say if you have a positive experience, not only post in here, but send a letter or email and let that persons supervisor know. we deal with such negatives and it easier to point to them then taking a few minutes to point out the positives....

 

AW helped me incredibly every time I called... much more than Dell's phone maze of customer service.

 

dell is the worst customer service ever. Im not trying to be racist here but can you put someone on the line other than an idian who cants speak english at all!!!! like honestly when im spending 4k i want someone who i can understand and can understand me. these people they higher are impossible to understand and they get mad at u. atleast aw i understand the people.

 

how do you know dell is the worst?
have you try others like sony, toshiba?

 

The XPS support is based in North America NOT in India. If you pay for a $4000 system then it's probably a Dell XPS m1730 (only one that can get the price that high ) which will get that support

I have to say as a previous Alienware owner, the Roswell Crew is great! I believe Alienware should make it their main support.

 

And the business notebooks

 

Yes, and the business notebooks

 

I would think roswell cost them way more than normal one.

 

Yea Roswell aren't outsourced and therefore work the normal business day hours. I'm sure it costs AW more to employ them as well.

 

Oh Fusion, Sony is just as bad... (But Dell still takes the cake)

Sony; ... well lets just say I wrote a friggin' book here on how I was treated when they had the Palm OS based Clie line way back when... and then I realized it had nothing to do with Laptops and was basically just a rant on customer service, so I backspaced a LOT.

Toshiba, I never had a "bad" experience with... just really slow.

 

From my experience, Dell XPS CS is far from the worst. I would rate them 7 while AW Roswell 8.5.