Who doubts AW/Dell CS??

Hi all I posted a thread recently about a Blu ray drive not reading blu rays...The replies I recieved were pointing towards a defective Drive, and that I should contact customer support. So I was apprehending long discussions and arguments to get my problem fixed.

So I called them up...and the conversation went something like this:

(CS)"Hi, thx for contacting Dell CS, my name is xxxx how may I help you?"

(ME)- "yeah hi, I'm calling because I need help with my system...My blu ray drive isn't reading blu rays, but it reads DVDs and game CDs just fine and I don't know what to do."

(CS)"May I have the service tag of your system please"

(ME)-"Sure, its xxxxxxxx"

(CS)"Okay I see here that you purchased your system less than 30 days ago, in cases like these we simply replace the whole system"

(ME)-"HUH? I was expecting a replacement drive...I don't wish to send my system back to you and wait another month to get a replacement...you know I need my laptop for work and I'm raiding 4 nights a week in World of Warcraft lol"

(CS)"Don't worry sir, we send you the replacement, when you recieve it just print out the UPS return packing slip I will send you via Email and you ship the old system back to us."

(ME)- "As simple as that?"
(CS)" Yes sir as simple as that"

(CS)" Is there anything else I can help you with?"
(Me)-"No, thx a lot man you just made my day"
(CS)" I will give you a call in 2 weeks to see if you recieved your replacement unit"

Then we said goodbye and that was it!!! 10 minutes tops!!
I was more than surprised how quick that was, no questions, no troubleshooting over the phone.

I'm sure that things might have been different If I had called them AFTER the 30 days. So I'm glad I called them 4 days before my time was up!!

Pôpe

 

He prolly didn't feel like troubleshooting, lol.

Some techs are lazy and you are within thirty days so it was much easier for him to create an order than to troubleshoot for 2 hours.

I can't say I blame him (kinda)....

 

there is two things to consider if they send the driver and technician most of the times they are students they don't even know how to remove the battery that was my case another history. and the second is take the replacement may comes with a different problem so, you decide what you do not them

 

my CS dude was also awesome, he called me few days after I placed order to check on me. First thing he said was that my order looks like it will take a while to get to me, so he expedites order at factory, upgrades shipping to next day air, and refunds me shipping cost. All without me even saying anything. I ordered 7/31 and received 8/11.....that is under 2 weeks which I thought was nothing short of amazing.

Tonight he is going to get a second hdd caddy sent to me haha, since my sales rep said I would have it and I don't....He will also be helping me get an Orion backpack free or cheap

 

I hope that the M17 support will soon be handled by Dell if it ever comes to me needing it.

 

congrats. you are so lucky, my cs rep. was bad my laptop was 1 day old and he don't want to replace it for a defective drive

 

That is awesome. My sales rep gave me a free backpack (similar, if not the same as the Odyssey bag, just dell branding), refunded me $50 when I had the mobo issue, then refunded me another $200 because the price dropped down from 2200 CAD to 2000 CAD which I thought was night. Called tech support 2 nights ago at like 12:30am and ordered the 2nd HDD cage, it arrived at 9:30 this morning . They are good with a lot of things I find, but god damn, when you get a bad techie, they really suck hard.

 

Never had a problem with their CS....

 

Why are some ppl saying that you have to contact AW for CS or Tech Support?

You contacted Dell, right?

 

I was having problems, spent about 2 weeks intermittently on the phone and/or doing my own troubleshooting.

I got a couple "You need to call Alienware for this". But ultimately everything was done through Dell. Which meant talking to the kids in India for tech support. I got one guy that was very helpful, but then the rest were less than or only marginally helpful.

I had one Dell support guy come to my house, it was funny because he said he'd NEVER seen an Alienware computer before and I had to show him how to open up the case and let him borrow my PDF manuals....... crazy.

In the end, I still have a brick of a notebook that I haven't been able to really use since it arrived. I spent hours with tech support but cannot get them to take this back for a replacement.

However, within 5 minutes on the phone with billing, they emailed me a shipping label to just return for a refund. Not a SINGLE question asked. I've since re-ordered and am waiting for a new machine (crossing my fingers this time).

So, I guess the moral of the story, if your machine doesn't work, just return and re-order, SERIOUSLY, it will save you huge headaches, and apparently Dell doesn't care.

 

that is why you get the 30 day window

save yourself a lot of headache and just make it their problem

 

You should jack the HDD from the machine before you send it back

 

I called Dell CS and after 7 transfers I finally got into Alienware's department apparently. I told the AW tech rep my problem and he didnt really respond to it but he told me to call back in 2 hours. I complied, but as I hung up the phone I was thinking to myself will they be open even in two hours? It would be after 5 pm.

 

Interestingly, I now see "Refurbished" M17x's advertised on the main Alienware laptop page. I feel sorry for the chap who gets mine...

 

the refurbished m17x are the old m17x models.

 

This man speaks the truth!

 

Like my Rep so far. Suggested only what i needed, Free shipping, plus 10% off the alienware M17X.