The Roswell Crew.

Did anyone recieve an email asking them to participate in a new Customer service program calel teh "roswell Crew".

It is suppose to be a new form of technical support, and service from alienware. It is only a test program from I can understand.

Is this a legit program being offered by AW.

Roswell’s contact information:

1-866-ROSWELL (M-F, 0900-1800 Eastern)

[email protected]



If you have any questions about this program, you can also contact me personally.



Thank you for choosing Alienware and we hope to hear from you,



Patricia Castro

Roswell Support Group

Phone: 1.866.Roswell x6088

[email protected]


Alienware Corporation
Phone: 305.251.9797 x6046
Fax: 786.388.5726
www.alienware.com

 

I got the same email, seems like smoke and mirrors to me. When I called I went through the same support process I did 3 years ago with my last lappy.

 

Why not call Alienware and ask?

 

I am in the middle of the Australian outback lol.. When I get to a decent phone connection I will surely call.

 

Heh, when an Internet connection is better than a voice call

(and a voice call is more reliable than postal mail)


Yes, I got an email today. Email address looks valid and I have corresponded with them.

 

lol they didn't send me an email (probably because they don't like me )

 

maybe they are launching a seperate technical staff and support crew for their new m15x and m17x...maybe...like they have different staff for alx i think

 

I got an email about this a couple of months ago, haven't tried it out. I think they're just blowing sunshine up ours.

 

What is this Roswell Crew ?

can i get extend warranty from them ?
so i will not have to deal with alienware ?

But wouldnt it be better to get the extended warranty from Alienware ?

 

The Roswell crew is AW tech support at a higher degree of service. You can extend your warranty if you haven't already gone past the max 3 yrs. You can upgrade your lappy, send it in for repairs, buy upgrades, or just ask for tech support on your AW computer.

 

roswell crew is better customer support , 15 emails to regular customer support i emailed roswell once and they told me what the problem was with my order.. there all certified i think . roswell=smarter peeps

 

roswell is the best customer service provided by AW. All of them have been working for a couple years in tech support.

 

oh yeah, I forgot to mention that when I spoke with one of the Roswell members, I was told that all of the Roswell Crew members are required to have at least 2-3 years of experience in regular tech support before applying for the Roswell Team.

 

i think there smarter to......

 

Hello Everyone,

I just wanted to take this time to answer some of your questions.

Alienware has formed a special service project called the “Roswell Group.” This is our company’s first attempt to offer very personalized service without departments. The idea is that you would speak with the same small group of people every time. Each member is a very senior Alienware employee and between us we can tackle any issue you might encounter during your Alienware ownership experience.

The Roswell Crew has it’s very own number. Please find our contact information below:

Roswell Support Group
[email protected]
Phone: 1-866-ROSWELL
Monday – Friday 8am - 5pm Est.

For customers that are located in the UK, I was up-skilled to handle your accounts as well, so you may feel free to contact me either by phone or by email.

The only requirement to be assisted by Roswell is to own an Alienware system that is currently under warranty.

You may also send me a PM with your account details and I will be more than happy to help you with any issue you may be experiencing.

Best regards,

 

does that include customers from continental Europe as well?

 

Hi

Thanks Kevin. It's nice to know, that there is someone up there who cares.

Could U please give us any information on the new VGA mobile driver for AW M17. So far, ATI points OEMs who are responsible to provide updated driver. And OEMs (AW, OCZ) blame ATI for not writing a new driver for 3870 chip. So its all pointing fingers game, and we still don't have a new dedicated driver.

Cheers

Luke

 

http://forum.notebookreview.com/showthread.php?t=347207

 

Thanks Whizz

But its desktop driver, that we have to mod. Correct me if I am wrong but we could squeeze more from dedicated driver

Cheers

 

Whizzo,

Yes this does include continental Europe.

Mak,

The most updated ATI driver for the M17 is the following:
http://aliendl.alienware.com/Mobile/m17/M17_Video_Vista_x86_x64_8.520.4.0.zip (Windows Vista 32/64bit)

We are currently working on a new driver, but there will not be a release ETA until late next week.

Regards,

 

nice roswell has put a contact to live with us !!!

 

maybe you can answer this then Roswell_Kevin....

Can previous purchasers of m15x systems get a free upgrade or a minimal fee ($25.00) for the 64bit windows?

 

Actually just a set of drivers would be nice, as you can use your current vista cd key for 64 bit versions too.

 

there have been conflicting determinations regarding this.
some say yes, others say no. so, honestly i am cornfused about it.
but if one can, yes, a packaged cd or dvd with drivers would be nice.
but i also am overseas right now and the net blows. i have no idea how long it would take me to DL the 64bit for the unit.

 

Thank You very much. I am looking forward to that.

Cheers

 

If the set of drivers are all you're looking for, here you go! (That is, if you are able to download all of them.) You can find 64-bit Vista drivers there.

http://forum.notebookreview.com/showthread.php?t=342331

 

I would be so incredibly chuffed if the AW England crew actually bothered to touch our MyHives... I havnt had one single thing updated in it since i first opened it... There are no BIOS updates posted in them over here and as well as that, the drivers section is useless (so we have to visit the US driver area which takes an age to download from)

Just my two pence

Tom

 

Ryujin,

Unfortunately we are not currently offering the Windows Vista 64bit as an upgrade on any system that has 32bit already.

If you wanted to upgrade from a 3rd party, that is fine and you can find all the 64bit version drivers on our support page.
Also, if you need a more in depth explanation, I would need you to give me a call and I’ll be happy to explain, or you can send me a PM with your contact information, and I will give you a call as soon as possible.

Best regards,

 

http://www.microsoft.com/windows/windows-vista/compare-editions/64-bit.aspx

Go to the bottom of the page.
Choose your language.
Click "Go".

Scroll down the next page.
Select your country.
Click "Order Now".

Enter your Vista product key (found at the bottom of your computer).
Type the characters you see.
Click Continue.

Scroll down to the 64-bit DVD portion and click "Order Now."
It'll cost you $10, which includes an authentic vista 64-bit DVD and shipping.

Put in your shipping info, etc.

 

+1 for the paint by numbers....

 

cool, roswell team has registered an account here!! :O

I have a question for m15x hinge crack. Could the roswell team answer?
Do you have any effective way to prevent the hinge crack by any means? It seems like anyone who owns m15x will eventually crack their hinge no matter what. Could you explain why they use cheap plastic and poorly design hinge for m15x? Please, thanks.

 

Can the Roswell Crew help me ?
My m17 is not able to play blue ray DVDs from Blockbuster ?

the Alienware support tried & could not fix the problem ?
They uninstall ATI & Display drivers & also the Cyberlink Software & installed it back agaib But bo luck
The guy tried it couple of times

Any help or suggestion

 

I JUST DONT THINK IT IS VERY FAIR THAT ALIENWARES CUSTOMER SUPPORT PROMISED me that they would send me 64bit...it is very very very VERY VERY disappointing...

 

I apologize for the delay of this answer, I was out of the office on Friday.

Lordvader,

Could you please PM with your account details, and I will look into your problem.

Pencilcheck,

Only a few of the m15 systems have experienced issues with the hinges, as you can see in the m15x forum. Luckily we were able to pinpoint the cause of the problem and got it fixed. We have started shipping all m15x system with reinforced cases, and the spring that is inside of the hinge was also reinforced.

Hifiman,

If someone inside the company promised to have the 64bit version of windows sent to you, then please PM me your account details and I will be happy to look into the issue.

Best regards,

 

that's very nice to hear. can you give us an approximate time point when the switch from the first version of the chassis to the newer, reinforced version was made?

 

what he said...

and i still will call you sometime this week kevin....

 

Whizzo,

I believe we got the new cases and reinforced screws in July, shortly after we released the m15x.

Regards,

 

...call me crazy but peoples have still broke and cracked after then

 

Hey Kevin, just wanted to say I think it's pretty kickass you are taking the time out of your day to answer some of the AW owners questions on these forums Alienware has been getting beatup about it's support for a long time now and it's nice to see someone reaching out.

 

Very good experience with Roswell so far I sent, an e-mail to them on Saturday about about a problem with the hinges and I got an RMA number on monday morning. I love you Roswell...

 

What are the chances of the Roswell crew taking over my current support issue?

I've had an absolute horrible experience dealing with Alienware's standard technical support when it comes to getting my laptop repaired, which was damaged before it was even sent to me originally. They've been absolutley no help and have already made me regret even purchasing the laptop......Alienware has had my laptop for longer than I've had it.....

 

When the New Ati 4870 cards will be out
& we need to upgrade our m17

can we send it to Roswell Crew

or they will just be helping us after its installed ?

 

chances are that AW will send you the cards and the heatsinks, and you'll have to install them yourself, either with telephone guidance from TS, or with a guide from alienware.com.

 

Insomniac,

Please PM me your account information, and I will look into your issue.

Lordvader,

Actually, we will need you to return the system back to us in order to have the video cards upgraded. Unlike most of our other laptops, the video card set up on the M17 is a little more complicated than the other systems. Because of this, we would rather replace/upgrade your video card our selves instead of taking any chances.

 

Yeah, I have to give thanks to you (Roswell_Kevin) and your co-workers. I don't have any specific questions -beyond what I try to get fixed with the rest of the community- but It's great to know someone takes the time to answer them on these boards.

+rep to you my friend!

P.S.

I mentioned the level of commitment you and the other roswell guys go to in my latest "email survey" and "feedback" from alienware. I encourage the rest of the guys here to do the same. I hope the bosses at these guys offices get the message and pass it on. Maybe a pizza lunch, or my favorite... strippers and funnel cakes!!

 

This is probably the best idea I've ever heard. Funnel cakes are AMAZING.

 

let us stay on topic people...

(there are yewts who partake in this forum)

 

I have Kaspersky Internet security
when I run Full scan
it gets Stuck at 55%
jams my Laptop & also had a Blur on my Screen
any suggestions Plz ?

should I re-install to org setting & tollay clean my Laptop ?

 

So do i just wait till the New 4870 cards are out
& then send my Laptop so you can look into all the issues
& upgrade to new 4870 cards
I also have the option on fix issue on site

So will you be sending someone home to fix & upgrade cards ?

Thxs

 

Lordvader,

I would suggest uninstalling and reinstalling Kaspersky back to the original settings. If that doesn’t help, maybe try another anti-virus? Also if you are running windows 64bit, make sure your version of Kaspersky is compatible. Now, if you have a few minutes, it would be better if we tried to trouble shoot the issue over the phone. Why don’t you give me a call or PM me with your number, day and time at which I can reach you.

Regarding the video cards, the onsite service only covers replacing parts so the video cards would have to be purchased over the phone and then the system sent to our repair facilities to have them installed.

Best regards,