Who has Roswell tech support instead of standard?

you may want to e-mail them and ask

 

now thats very interesting.
i think you could be one of the first to get an email from roswell. are AW spreading their wings (or listening to their uk customers) and including the european community to the services of the roswell team.

sorry but its a little too late to save me from cancelling and also quite a lot of other people as well.

 

MrDJ, i emailed them with this question:

"Hello roswell support, i am wondering if your support phone line is also for united kingdom alienware owners or just united states."

I was quite unsure why i got an email seeing as im in the UK and would have to go out of my way to dial a US number.. i got this answer:

"Thank you for contacting Alienware's Roswell Crew!

Regarding your question, the Roswell support phone line was made for US customers, but you are more than welcome to give us a call or e-mail at any time.

Our hours of operation are Monday - Friday from 6am to 9pm EST.

The only problem with you calling the 1-866-ROSWELL number would be that it may not be free for you to call that number internationally.

If you need anything, please let us know.

Best regards,

Kevin Mills
Roswell Support Group
Phone: 1-866-ROSWELL ext: 6177
Monday - Friday 9am - 6pm Est.
[email protected]

Alienware Corporation
Phone: 305-251-9797 x6177
Fax: 786-388-5726
www.alienware.com"

So i guess they give help.

 

Ah right; I haven't got a reply from them yet but there it is.

Glad we have BT Broadband; 1.25p per minute but still I hope these people are more effective and don't take 30 minutes to finally find your account and another 10 to understand the problem.

 

they will only take around 1 min to find your account once you give them your number. once you explain your issue it will take around 3 min since they will put you on hold to figure out a solution for you. the more complex your problem is the longer you will be talking to them.

 

Do the roswell team help with hardware issues like overheating, downclocking, broken case or anything like that?

I would of thought they just deal with software issues.

 

they deal with everything i think. i can at least anwser that they do help with software and hardware. im not sure about overheating and downclocking since those issues havent been resolved yet. the gpu one is basically gone but until theres an announcement here for a cpu fix, theres very little they can do for you.

 

Well they haven't done anything for the poeple with downclocking CPU's. Heck no one in AW has done anything for the people with Downclcoking CPU's. They have been notified, by me and others.(Milcs, Taco, Lessaj......)

Some people have had great luck with the roswell crew(Although Luck should never be part of the equation with Support). And the way it sits right now is that they really do try their best to make sure you are well taken care of. My concern would be that it's supposedly such a small group of specialist, and with growing issues on the Ilustrious M15x. The group will eventually be swamped. And that level of service will diminish. But if your having issues and not getting anywhere with regular CS, give them a call. They are extremly polite and will do what they can for you.

 

thanks for doing that Eltocliousus. you have now solved one of the mysterys of life. so to everyone from europe that has asked the question in the past about roswell then the man from delmonti he say YES! (but it will cost you an arm and a leg) to ring the states.

 

Now its for the viewers to decide, whats worth the most, their time, or their money.

 

Call them through Skype and save on lots of money + conversations can be recorded

 

I am very impressed with the Roswell support group, and my Aurora cost was $ 2.100.00. It doesn't matter what price you payed, the support is still there. I called Roswell to ask about installing dual video cards (8800GT), they assured me that my unit w/ 1,000 watt power was very capable to handle dual cards but i needed a bridge to connect both cards which they sent me for free, (FREE?, I was shocked). Dealing with the Roswell group is much differant than Allienwares support group, your not transfered to differant departments, the techs you talk to are very helpful, and are willing to go thru any problem you might have. This group sure beats the support group you get when you just call allienware.

 

Be very careful about recording telephone conversations, especially if you want to use them in court. Laws vary from state to state. Introducing a recorded conversation in court in a state that has tight restrictions can land YOU in hot water, legally. Check your state laws. Just my $.02.

 

Found it...

"However, several states (i.e., California, Connecticut, Florida, Illinois, Maryland, Massachusetts, Montana, Nevada, New Hampshire, Pennsylvania and Washington) require that all parties consent when one party wants to record a telephone conversation."

 

I deleted that post so people wouldn't get into trouble.

 

I don't think there are any qualifications/prerequisites you need to fulfill before they can answer a question. I was able to speak with Roswell even before I received my notebook and they were very helpful even though I didn't have an Agent ID yet.

I believe as long as you are potential/current AW consumer, they'll be free to answer any questions you have.

..and oh man, just realized this was a really old thread. I was starting to wonder why Milcs (page 4?) was willing to buy an m15x.

 

Yea... thread zombies

 

back then the hinge issue was still not known. and AW released X30 or X32 i belive so it seemed like all the problems were solved.

 

Yeah, hence the reaction towards milc's post about getting an m15x. I was completely thrown off by that until I realized it was just a really really old thread.