Thanks for yelling at me. Now I feel like a customer. Good Job

Just got yelled at by Alienware Supervisor... filed with BBB and holding on to replacement laptop + original since the great supervisors at Alienware want to yell at me and provide me no address to send the unit back. They can call me back because I don't want to call and get yelled at again.

Stupid morons. Sent me a replacement with a screw in it and the LCD backlit is defective. I didnt call about the screw since I thought ah no harm no foul... But the screen is driving me nuts

Now they want me to send the newly received laptop to depot so they can repair (*cough break it some more*) received it 11/29/30, today is 11/30/12... Supervisor yelled at me and said I should be feeling lucky that they replaced my system... The system doesn't even work correctly... I refrained from posting... But man!!! That supervisor got me HOTTTT!!!

Someone chime in here... I have 2 laptops both defective sitting here... I guess I'll just hold on to them until someone calls me since no address/box/direction was given and I don't want to call and be treated like dirt. I hate your guts :hi2:.

 

Every supervisor has a supervisor. File a written complaint.

 

I don't think I have ever gotten this upset in a long time. That supervisor is a moron... I am a manager for my company and I can tell you right now that if I treated my customers the way he treated me... I simply wouldn't have a job. All I wanted to do was explain to him that I will be keeping my old laptop meanwhilhe the replacement one gets fixed... The lvl1 tech told me it was O.K. to do so and I just wanted to inform a supervisor that way I know it was OK and documented... Instead he went about it completely wrong and ended up yelling at me saying "I know EVERYTHING that happens here and I don't know why you want to talk to me" <-- with loud attitude... He continued with "your lucky we replaced you laptop as a accommodation"... which was nice but the thing was defective... ? I literally received it last night and while reinstalling my software notice the backlit lighting was looking funny (faulty LCD is what they said). It sucks to have to send it to depot because I know personally how they treat our precious laptops but I was prepared to send it.... His attitude just hit me the wrong way... Now I'm HOOOTTTTT!!! Filed with BBB, sent emails to awresolution and actively looking for CEO's address. I know my company has them as partners, will reach out to a few guys Monday and see if I can get a good contact.

It's the principal at this point... Nobody, ESPECIALLY the customer should be treated this way. On top of all of this... I still don't know what to do to get my laptop serviced... I have the old laptop with graphic problems and new one with defective LCD... Not sure what they want me to do so I'm holding on to both in the meantime until someone calls me.. Since I'm fed up with dealing with hit and miss support... And most importantly I don't want to feel like crap again.

This is the letter I sent today (****** out the names of the supervisor)

Since your supervisors thought it was O.K. to treat customers like garbage I went forward with my claim with BBB. Your supervisor by the name "******" needs to be retrained on how to help customers and not yell at them. I simply wanted to fill him in on a situation with my case and was greeted with a unprofessional attitude. How do you guys plan to stay in business with people like this representing your company is beyond me. My issue still isn't resolved because your supervisor never told me where I need to send the laptop he just said send it into depot and hung up. This needs to be addressed. Your Supervisor was extremely rude and doesn't care.

All I wanted to do was to ensure a supervisor understood the situation - I received a replacement system yesterday that turns out to have a defective LCD according to AW tech after I sent some pictures. The tech advised me to send in the new replacement laptop back to depot and just keep the old laptop (that I was suppose to send back) until they fix the replacement laptop and return it to me so I have something to use for work in the meantime. I asked to be transferred to the supervisor so I can be sure that it was OK and documented. I have been told by previous reps in the past that if I don't return the old laptop in a timely manner they will flag my account and it would be a bad thing so I wanted to make 100% it was OK... Supervisor (*******) was rude to start and answered the phone with "I don't know why you need to talk to me..."... He went on with how lucky I should feel since he made a accommodation to replace my defective laptop in the first place... I understood all of this... However, we still have a defective LCD problem now. There is still a problem.

REGARDLESS, if a customer needs to talk to you regarding his concerns you need to make time for it. <--- When companies fail to listen to the customers, the customers will find someone who will. In this case BBB.

The customer makes the company what it is!

8+ years in management and if any of my Supervisors treated our customers this way we wouldn't have jobs. I can without hesitation say ******* (Supervisor AW-Costa Rica tech team who worked 11/30/12) encouraged me to file a claim with BBB this evening. Extremely bad customer service. Especially coming from a Supervisor.... I'm sure ****** flagged my account today after he yelled at me.

 

Can't you swap the display from the old one into the new one and be done with it? It's probably not worth the effort by trying to contact BBB or this guy's boss. Dell's lack of quality and customer service (except the guys like Luis who are awesome) are making me worried lately.

 

Yeah, at this point, I'd just swap over parts back and forth until your laptop is working as it should. Then send defect in when they email you a shipping label.
Since you BBBed them, you'll be hearing from higher up soon no doubt.

 

Be very very very very very very very careful.. they didn't give you an address to send it to or a package slip because they are using a new Midwest company for the returns and they suck.. they have effectively lost my old m18x-r1 and NO one seems to know where it is.. They also sent me a letter stating that now ive lost my warranty.. so seems im going to be selling my R2 soon and just buy another in my GF name..
Alienwares recent restructure is a straight up mess.. and a joke.. if they didnt have reps here on the forums that helped you we would be screwed..
As for me I filed with the BBB again about the lost system.. and right now its my word against theres as my GF threw out the tracking numbers on accident.. but if i remeber right when i checked it for delivery it said some one named Carlos at there Midwest department sighed for the laptop..
And the thing that gets me is that they called me asking about the laptop the day after my replacement arrived.. sent me a packing slip and i sent the old one out and now no one can find my old laptop..
so be careful with your return..

 

Ouch man, I hope you get that straightened out ASAP. That is complete rubbish on their returns dept.

 

I was thinking about swapping the screens myself but thought I call them first... thats how all of this came about... they are suppose to send out a tech to replace my videocards because they sent the replacement system with a single low end card (gfx errors was the whole purpose of replacement).

On another note... the original laptop had cfx problems after several repair attempts, all the cards they sent me were obviously used... had thermal paste stains on them and back had sticky residue from where xplate connnects... seems like 2nd card would just had blackscreen/bsd/2nd card wont load/ and then the computer eould fail to boot altogether with dedicated cards... have been using intel igpu for werks...

 

That's crazy. How much warranty did you have left?

 

2/12 years ruffly.. so idk.. but if it doesn't get resolved soon im going to sell mine/part it out and just buy another one.. this is stupid and Im not jumping to conclusions buts its very suspicious that after all my problems , they swap me out and then my warranty gets taken from me lol... via a lost laptop..

 

Hey deuceduzit,

I apologize for the "service" you received, we try our best to provide only the best quality support. It's feedback like yours that makes changes happen, thanks for sharing the experience. I may be able to help you straighten things out quickly, send me a PM with the latest laptop's service tag and we'll take it from there.

 

Contacted Luis Pardo (thanks for reaching out Luis ) - Will keep everyone updated on progress.

 

Any updates?