Hoping for a reasonable response and some action on an enquiry I put into customer service over 2 weeks ago

This is a copy of an email I have sent to AU customer Service - I still have not had a response. This is a part of an enquiry I started over 2 weeks ago. I am hoping maybe It might get some feedback here as the facebook page post and also reddit forum has also not had any official response as of yet.

To whom it may concern,

I have tried numerous times for someone in parts and service and or sales to contact me for an upgrade quote for 2 x Nvidia 980M GPU’s to suit an Alienware 18 to no avail.

Note: I am referring to an Alienware 18 - not an M18x - as seen on the following page - this page specifies it supports the GPU I am after.

I have also tried contacting US support via social media with no luck either. The last correspondence I got was that they would look into it and no-one has delivered an ounce of useful information.

I am as you can appreciate a little frustrated that a company of such reputation has very poor support for customers wanting something as simple as a quote for upgrade parts, for a premium quality and as such advertised premium branded computer system.

I am disappointed with the lack of customer service and that I have put my faith in this brand under the expectation of high quality customer service to match the system I have purchased 2 years ago.

I purchased this system as I was looking at long term upgradeability and put my trust in your support to be able to deliver this to me. I feel let down as a consumer as I have always been an advocate of the Alienware brand and the fact that it has a reputation of providing quality and performance over it’s competitors in the market.

I did not expect however to be treated with disdain and ignorance and feel like I as a consumer of this product that once the sale was completed that I know longer am anyone of importance and that my requests for something as simple as a quote would fall on deaf ears 2 years down the track when my system needs additional attention to stay current with the next generations of games and VR peripherals such as the HTC Vive and Oculus coming out on the market.

My experience with online chat was abysmal and I was constantly told my system would not support the part in question or I need to talk to sales or I need to talk to pro support. Every step of the way, to get something as simple as some information on a price for a part, I have felt I was stonewalled, ignored, dismissed or a nuisance to the operator at the other end of the phone and or chat service. That is of course when I was not being bounced from department to department causing me great loss of time and frustration as no-one could easily find the part I was looking for when I finally did get through to someone.

I seriously wonder now if I would have had so much trouble on something so simple if I had decidedly went with a competitors system like Origin PC to name but one of many in the mobile gaming space I could have chosen to go with. I feel as a long time advoicate I could no longer recommend this brand to my colleagues due to the poor customer service and support I have received.

I am hoping this correspondence will not fall on deaf ears like past correspondence and maybe with a glimmer of hope that Alienware might live up to it’s reputation and convert me once again to a loyal customer and convince me as to why I should continue to choose your brand over another.

I would appreciate a reasonable response on this matter and hopefully a resolution to my enquiry. I also hope that my feedback will help improve customer service and support in the Asia Pacific Region where I feel it is seriously lacking the passion that your brand was once in my eyes renowned for.