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We currently do not provide Online Chat support for Alienware products. We apologize for the inconvenience.


Please call Alienware US phone support at 1-800-ALIENWARE.

I can barely talk right now and wanted to chat with Alienware support.

 

>_< what happened? they used to have tech chat right?

 

It's been like this at least since February, didn't know if someone could shed light on the subject.

 

Um that's a serious issue in my book. Thanks for the tip. Postpones a M18x till I figure out what they are thinking.

 

When I asked a rep why no on line chat for Alienware. He explained Dell's Chat support people are not trained for Alienware and they want you to deal with support that has been trained. Made since to me. He said they were planing to make a on line for them soon.

 

It's not like they were that great anyway -.- The first time I did a live chat, the rep kept avoiding the question and never told me what I wanted to know. He just told me what I already knew; within 5 minutes I just closed the window x)

 

Its been more than a year and they still say that the chat support will be coming soon.

 

I never had this service for my machine in Colombia, always said that they dont have chat for us, and, when i call the tech service is hard to get an alienware trained guy, i had to deal always with guys that think the machine was perfect, the last one told me that i have to change my mobo if i want to upgrade to i7, he miss that i have i5, i hang off and call again and the next one said that i dont have to change it, so, alienware need real alienware support, chat or voice, not guys which are playing with our machines.

 

Thats alright, I would rather have no chat support then someone who doesn't know anything about my computer.

 

Yeah, well I can tell you having used the chat service a few times that if it takes 45-90 minutes to "test" your machine, it is FAR nicer to do that in chat than on a phone call. Plus you often have to wait for chat to be ready, could you imagine being on hold for 20 min on top of that?

Chat isn't "perfect" but it is sure nice to be able to do other stuff without holding a phone to your ear. If they truly "wanted" to offer it, they could in about 2 days. The fact that they haven't is a cost saving measure, offering an inferior service at an inflated price. The idea being that if you have to go through the "hoop" of going through a multi hour phone call, you won't do it unless things are really bad.

This would be fine if this was a bargain basement machine. It's not. Not offering quality and time saving support on a high end machine is just not smart.

As I say, if they were genuinely interested in fixing this, it would take a day or two, not weeks, not months. Modern infrastructure and training isn't that difficult. They have all of it already in place as it is.

 

Yep, definitely. I think it might have been the case that Dell saw that a small amount of people were using the chat function, and were calling into Dell instead for support. So they probably ended up moving all of their chat reps to handle the phone lines instead. This suggests that they could just as easily transfer these phone reps back to chat in a matter of days. The training for both types of reps should be the same, so this issue just boils down to Dell's poor business decision to discontinue their chat service.

And as you said, for customers who purchase such high-end equipment, we should definitely have the option of choosing both chat or phone support.

 

they just want your money..

it would be free to speak on the internet

expensive to speak on the phone

alienware are just think $$$$$