10th Dec 2009: So I phoned Dell support and eventually was put through to XPS support, I presume in the States,
I had to enter a made up support code which was wrong twice to get put through to a person.
After explaining the situation to the support guy who was nice enough I was told that it has to be passed on and escalated to someone at alienware who i'm not allowed to talk to and who has no way to be contacted by a customer and that they would phone me back within 24hrs. There is also no call / ticket number for me to record to quote back next time I call to save all the explanation but i'm to be assured it will happen.
11th Dec 2009: 24hrs later, no call from alienware or dell so I call up support again have to enter 2 dud support numbers to eventually get through to xps support again at which point I explain everything again, they do remember my call from the day before and further explain there is a lot of calls waiting to be actioned by 'old alienware management' they promise to chase things up for me and that I will definitely be contacted within 24hrs
14th Dec 2009: Still no call from alienware or dell, this is just to get a support number assigned to my laptop so i can log the fault and get the laptop repaired and it's taken nearly a week already, all the while of course I don't have a working laptop.
I will keep this post up to date until I get a suitable level of service for my Au$6000 laptop.
15th Dec 2009: Still no call back from Dell or Alienware, I have called again followed the same procedure of entering two dud service codes to speak to someone, got transfered to XPS support again and had to explain the issue again, this time I asked to be escalated to a manage who kindly provided me with his email address so I don't have to call everytime to chase up the issue.
This manager has promised to escalate my fault through to 3rd line support to see if the fix can be organised. More updates to follow...
15th Dec 2009: Emailed through to the support manager all the details of my problem and the link to this post to see if he can help, so far I haven't received any receipt acknowledgement back.
Additionally I posted a twitter post to both Dell and Alienware linking back to this thread, I also made a post on the Dell support facebook page.
16th Dec 2009: Received an email from a nice guy in PR at Dell who has seen this thread and would like to help me try and resolve my lack of support number so I can eventually log the fault, So I forwarded on the email I sent to the support manager, who I so far haven't heard back from.
I just wonder how long it then may take to get the fault diagnosed, fixed and my laptop back to me with all it's data intact. Not having access to my laptop with all my work, music, video, pictures on is really frustrating especially at this time of year.
16th Dec 2009: I have received a follow up email from the manager in support at Dell:
"Dear Sir, Your request has been submitted to Alienware Technical Support. If you receive no call or email assistance within 5-7 business days, please let me know."
Now that's what I call being fobbed off to the max, they first logged it with Alienware back on the 10th of Dec and I haven't heard anything back, now I have to wait until the 23rd of Dec on the off chance they will get back to me, which I seriously doubt.
I have therefore emailed the PR guy again to point out how rubbish this service is proving to be to see if anyone is capable of getting something constructive done. I'm still not holding my breath and I haven't even logged the fault yet.
If the Alienware support person you are waiting to hear from is in the US, we have some customary holidays coming up, so the 5 to 7 business days could actually take you out to the 28th of December.
While waiting, you could start a new thread in the relevant sub forums here and see if you can get any assistance here.
Good luck.
EDIT: TO clarify, I mean try getting technical assistance here in a sub forum.
Did you get any response and a resolution on this matter? I am having the same issue, but I purchased my machine in September 2009. It is really depressing. I feel your pain bro.
kanunski
7 Posts
0
December 8th, 2009 11:00
Bump
kanunski
7 Posts
0
December 9th, 2009 15:00
Double bump.
kanunski
7 Posts
0
December 13th, 2009 21:00
10th Dec 2009: So I phoned Dell support and eventually was put through to XPS support, I presume in the States,
I had to enter a made up support code which was wrong twice to get put through to a person.
After explaining the situation to the support guy who was nice enough I was told that it has to be passed on and escalated to someone at alienware who i'm not allowed to talk to and who has no way to be contacted by a customer and that they would phone me back within 24hrs. There is also no call / ticket number for me to record to quote back next time I call to save all the explanation but i'm to be assured it will happen.
11th Dec 2009: 24hrs later, no call from alienware or dell so I call up support again have to enter 2 dud support numbers to eventually get through to xps support again at which point I explain everything again, they do remember my call from the day before and further explain there is a lot of calls waiting to be actioned by 'old alienware management' they promise to chase things up for me and that I will definitely be contacted within 24hrs
14th Dec 2009: Still no call from alienware or dell, this is just to get a support number assigned to my laptop so i can log the fault and get the laptop repaired and it's taken nearly a week already, all the while of course I don't have a working laptop.
I will keep this post up to date until I get a suitable level of service for my Au$6000 laptop.
kanunski
7 Posts
0
December 14th, 2009 16:00
15th Dec 2009: Still no call back from Dell or Alienware, I have called again followed the same procedure of entering two dud service codes to speak to someone, got transfered to XPS support again and had to explain the issue again, this time I asked to be escalated to a manage who kindly provided me with his email address so I don't have to call everytime to chase up the issue.
This manager has promised to escalate my fault through to 3rd line support to see if the fix can be organised. More updates to follow...
15th Dec 2009: Emailed through to the support manager all the details of my problem and the link to this post to see if he can help, so far I haven't received any receipt acknowledgement back.
Additionally I posted a twitter post to both Dell and Alienware linking back to this thread, I also made a post on the Dell support facebook page.
kanunski
7 Posts
0
December 15th, 2009 12:00
16th Dec 2009: Received an email from a nice guy in PR at Dell who has seen this thread and would like to help me try and resolve my lack of support number so I can eventually log the fault, So I forwarded on the email I sent to the support manager, who I so far haven't heard back from.
I just wonder how long it then may take to get the fault diagnosed, fixed and my laptop back to me with all it's data intact. Not having access to my laptop with all my work, music, video, pictures on is really frustrating especially at this time of year.
kanunski
7 Posts
0
December 15th, 2009 18:00
16th Dec 2009: I have received a follow up email from the manager in support at Dell:
"Dear Sir, Your request has been submitted to Alienware Technical Support. If you receive no call or email assistance within 5-7 business days, please let me know."
Now that's what I call being fobbed off to the max, they first logged it with Alienware back on the 10th of Dec and I haven't heard anything back, now I have to wait until the 23rd of Dec on the off chance they will get back to me, which I seriously doubt.
I have therefore emailed the PR guy again to point out how rubbish this service is proving to be to see if anyone is capable of getting something constructive done. I'm still not holding my breath and I haven't even logged the fault yet.
hrova
2 Intern
•
2.2K Posts
0
December 15th, 2009 20:00
Hi,
If the Alienware support person you are waiting to hear from is in the US, we have some customary holidays coming up, so the 5 to 7 business days could actually take you out to the 28th of December.
While waiting, you could start a new thread in the relevant sub forums here and see if you can get any assistance here.
Good luck.
EDIT: TO clarify, I mean try getting technical assistance here in a sub forum.
Hiddenone
4 Posts
0
February 9th, 2010 06:00
Did you get any response and a resolution on this matter? I am having the same issue, but I purchased my machine in September 2009. It is really depressing. I feel your pain bro.