Poor Customer service, e-mail sent to Alienware Management

Hi Guys & girls.

This is a message I sent to Alienware management EMEA (I hope) as I have no lost all hope of ever getting this issue sorted. I have tried ringing, e-mailing, twitter support and now I am going to post my message here too. This is by no means a rant at anyone, however I was to try all avenue's of communication now as I only have 126 days of warranty on a laptop that has never worked correctly since taking it out of the box.

Like I said this is not a rant, or a dig at anyone as some people from the forum and support have been incredbly helpful even though I have yet to get the issue resolved.

Dear Alienware Manager,

                I have to write this letter due to the appalling treatment and service I have received from Dell/Alienware. What should have been a terrific purchase has turned out to be a nightmare that has now gone on for 11 months. I first ordered my Alienware laptop from Dell in January 2013 this laptop was defective out of the box, a clip was broken on it, the keyboard lights didn’t work and it wouldn’t charge, after numerous phone calls to customer support and the tech department (countless hours being transferred to different departments and on hold) they agreed to replace the laptop (in total it took 8 weeks for this to happen)

                The new laptop arrived after a few weeks later and had the same issues bar the broken clip, once again several phone calls were made and technical support said there was something wrong with my motherboard, in a sign of frustration I agreed to let an engineer come to my house and replace the motherboard, which required taking a day off from work. Although the engineer was helpful he could not fix the issues despite the motherboard and a fresh copy of windows 8 being used. So once again the laptop wouldn’t charge and the keyboard lights wouldn’t work.

                We are now 4-5 months into my having a second Alienware laptop and it still don’t work, once again hours spent with technical support. One engineer suggested a new PSU and suggested I spend 150 pounds to buy one that puts out more power, needless to say that wasn’t an option and tech support would not send out one free of charge to check. More phone calls with tech support and I started to get somewhere, they confirmed that they could create the issue and that it was a BIOS issue and that no amount of replacing the hardware would fix it. Great we are getting somewhere! I got told a lead time of 4-6 weeks would be needed to fix it.

                I was running BIOS A11 and in September I believe A12 was released, this did not fix the issue. More phone calls with tech support showed that most of my calls and requests hadn’t been received/acknowledged and I was back to square one. More phone calls again. In October Windows 8.1 was released and I did a fresh install to make sure that it wasn’t a windows issue, with all the latest drivers from Dell this included a new BIOS A13 to be installed. This did not fix the issues.

                So here I am, trying to get to customer complaints/tech support and I have been told that you cannot ring a manager direct to discuss my issues, and I have to e-mail you. My experience with Dell/Alienware has been far from even a good standard and considering this is meant to be a premium laptop with a premium price tag it has had one issues after another. This laptop has only 126 days of warranty left on a laptop that has never worked from the start. Keyboard lights not working and the laptop won’t charge when turned off. I believe after two bios updates, a laptop replacement, and an engineer to change parts and countless phone calls I believe I have been more then patient to get this issue resolved.

I kindly request someone call me to discuss this issue at more detail and how we go on from here, I have recorded all contact with Dell should I fell this not be resolved satisfactory and I have to escalate it further which I don’t really want to do, I work with customer’s daily so I’m trying to be patient and helpful as I would want you to be, however I am coming close to both wearing out.

Kind regards,

Tyler Murdie – Frustrated customer.

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