Alienware Customer Service?

Question

I own many Dell computers. I am a loyal Dell customer. I just received the worst customer service  in my life from an Alienware tech support manager. I have been attempting to get my M17x  R1 fixed for over a month now and have been very patient and understanding up to this point. I sent my laptop to the repair center twice, only to have it returned unfixed. The repair facility actually returned the laptop in worse shape. According to the Alienware Technical support team, this laptop currently needs a new mother board, 2 new GTX 280m's ,keyboard and new power adaptor. The GTX 280m's are on back order from what I'm being told over the phone. This laptop has gone through 3 repairs so far and is on its way to its fourth. I paid around four thousand dollars and bought the best warranty available, which are all still active. To this day i still have a broken laptop that is in warranty. Is Dell's service world class like it says in their advertisments? One problem i have is the Tech's not calling me at all after saying they will, they have never called me one time to this date. Another problem is the repairs being scheduled by Dell and then i get a 'no call, no show'  from the third party repairman because he didn't get the parts from Dell. I waited all day for nothing. A second, more frustrating problem, is when i asked for a manager at Alienware and received . As I explained my situation to him, he was very short with me and not very customer oriented at all. He basically explained to me that Dell would not replace my system (even though i have that kind of warranty) and that i had no choice but to wait 48 hours just to find out when  the GTX 280m's would be able to be shipped to the third party repair man. i told  i was intending on buying another computer in about a month and i was not going to choose Alienware if this is the kind of service i can expect. His response was ' you can buy whatever you like, its your choice.' That statement alone says it all, i can only worry how the rest of my experience will go. When i asked for his manager he said to me there is nobody above him to talk to. There is a lot more disappointing customer service to this story but i will leave it out because its not important. The important thing in my opinion is Dell honoring its warrenty contract with me and getting my laptop running again.  Does anyone on these forums know how to get in touch with someone at Dell that cares about it's customers and wants to work with me to get this problem resolved in a timely manner?

Unrucky · Answer

hi chris, i tried to use your chat option but i cant seem to get it to work. i am afraid my pc im using may be missing some software?

DELL-Chris M · Answer

I got your private messages.

DELL-Chris M · Answer

Unrucky,

Sorry your having problems. Send me the following information via private message. Click my username and then click Start Conversation -
Email Address:
Name:
Shipping Address:
Phone Number:
Dell Computer Service Tag Number:
Reason: http://en.community.dell.com/owners-club/alienware/f/3746/t/19480541.aspx

Unrucky · Answer

I just got off the phone with a Dell representative that called me today. We are working on this problem together like I imagined it should be. I want to thank the person that helped me to get the real customer service I know Dell is capable of giving. Being a Dell customer has been a great experience over the years and this is the first road block that I ever experienced. Every company has it's moments with certain employees but I am now hopeful this is getting resolved.

I will repost the outcome on here in case anyone is Interested.

Thank you again whomever helped in this situation.

Locked Topics – Alienware General

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