Alienware support, continued disappointment (1 month so far)

Well, I suppose it's time to add my experience to the seemingly long list of Alienware support disappointments. Note that I LOVE my Aurora ALX, the rig is great! I only have one minor issue that needed fixing - the thermal vents would not function (can hear the motor, but no movement...stuck). Other than that everything is perfect. However I think it is reasonable that if I'm going to spend ~$5k on a system, every last little piece of it should function per spec.

I had unequaled customer/tech support when I bought my XPS 700 long ago. Absolutely top notch; I expected the same this time.

Background: Received my Aurora ALX July 26. My first call to Alienware tech support was July 28.

The first tech I spoke with was great; he gave me the option of either sending someone out with a new part to fix the issue or exchange mine for a new system that would be billed at 10% off. I chose the new system option. In this case 10% is a good chunk of change! Since I used my Employee Purchase Program (EPP) and my Dell Preffered Financial account (DPA) for the rig, he would need to transfer me to someone who could cancel out my original order. The tech said the cancellation would update in Dell's system in 24 hours, and he would call me Friday afternoon (the 29th) to order the new system and get the discount.

There is where my nightmare started...over the next 4 hours I was transferred to a rep from EPP, 3 from Dell Finance, and 2 more Alienware tech support folks! It was a BAD day to be without my bluetooth headset for sure. Each person I spoke to said they would follow up with me (by phone or email)...NONE did. So I called back Friday and talked to another tech who worked the issue for 1 1/2 hours...no resolution. The tech said they would call back in another hour or so in order to investigate futher. I received no call.

Called Monday...talked to multiple folks again, none of which could figure out how to do the system exchange w/ the discount I was promised (another 2 hrs on the phone). They could do a straight exchange though, or I could have someone come out and install a new part. By this time i was frustrated, but trying to remain professional. I said to just send someone out to fix it please. I was told the part would ship overnight, and I would be contacted within 48 hours to set a time for repair.

A week later, still no calls...called tech support again. They said the service person has been trying to get a hold of me. I had no missed calls or messages on my cell or home phone. I confirmed my information with the tech. He said I would get a call later that day, and said his manager would like to talk to me. "Ok, things should go smoothly now", I thought. The manager (name withheld here) apologized profusely, and offered to send out a media card reader free of charge for my trouble. "Uhhh...I already have one in my system", I said. He looked at my system specs and said he would figure out something else. He said he would call me back in a couple hours, and even emailed me his contact information. Guess what...no call. I emailed him and asked if he could follow up...no reply. I sent one more email, reminding him of our conversation, and my cust#, order#, etc...I've never heard back.

Finally got someone out to fix the vents (about 4 days later). He removed my part, and then broke the replacement. He tried to fix things, and spent ~2 hours trying. Finally he gave up, called Dell, and I was offered a replacement system....that was August 12th, I was told the new system would ship the 15th or 16th. 

To sum up (sorry for the novel) - I still have no replacement system. I have spoken to many folks, all of which tell me the system is shipping the next day (one tech even called my house to tell me this!). the support website tells me it wasn't even ordered until the 17th! Called Monday (22nd)...told it was scheduled to ship the 23rd, I would receive on the 24th.

Today is the 25th, I called yet again...was told that it was still In Production and he can't figure out why. But...the tech would send an Expidite Request....and follow up with me daily. Ok......

I have documented this entire "Saga"...this post could be considered the "short to medium" version. I'll update as things unfold.

Chris, can you be of any assistance here? I have seen that you have helped many, and I have NOT seen any complaints toward you.

In the modified words of Princess Leia, "Help me Chris, you're my only hope"...