A sad 7700 owner (ATTN Dagan)

[zer0-]

In reference to this thread 7700 Power Adapter Problem
(sorry but I just felt like making a new thread)

(I believe Dagan in the forum is having a similar problem to mine. If your reading this Dagan, how has the tech support handled your situation?)

*sigh*

I recently got off the phone with Alienware and explained my problem to them with the AC Adapter and even explained to them that I ordered a new one from their site (Gear Shop) which shows up on my account. After all that explaining, they want to send me another power adapter! Come on! And nevertheless, AW wants to charge me for it!!! I tried to explain to the representative in a calm manner that the power adapter cannot be the problem because I have 2 power adapters! (old one that came with the laptop and the new one I got yesterday)

I have the one that shipped with the computer and model number ends with 0180 and the one I recieved yesterday which ends in model number 0220. One is short and fat and the other is long and fat. They both work with the 7700. I'm so frustrated, why won't they honor my 1-year warranty? Before I went on the phone I went to Alienware's Tech Support Chat on their site and explained my situation in the chat to a representative. I told him about the 2 power adapters and how neither work (green light flashing, weird buzzing sound). So he told me to call AW Tech support to send it in for repair. So I called thinking that was going to happen, but the rep on phone wants me to order another power adapter?

Come on Alienware, what's going on? Why deny my warranty? It's kinda sad because I had no problems with the system until now. I really want to believe Alienware is better that this...

I guess I'll call back before the day is over or wait until Monday. I'm just confused and kinda P.O.ed.

*sigh* Here's hoping better luck next time I call AW. I'm tired now, gonna get some rest.

Later dudes

A sad 7700 owner
-zer0

[Vicemaster]

Alienware WILL honor that warranty but you might need to call a few times to get a more "sympathetic" rep. Most folks don't realize that these guys have quotas and limits that they can't exceed (just like most other phone jobs). Sometimes they are even forced to use temps who really don't give a shit... Also, I hope that you are calling customer service and not tech support, as they have a better track record of making people happy. If all else fails, at least you can go hang around Monkey Jungle which is one of the greatest spots in South Florida, you lucky *expletive*!!!

[AlienRichard]

Zero,
PM me your info and I will look into / take care of things for you.

Most folks don't realize that these guys have quotas and limits that they can't exceed (just like most other phone jobs). Sometimes they are even forced to use temps who really don't give a shit...


This is definitely not the case. The reps do not have quotas or limits to hinder them from taking care of customers. When calling AW you will talk to an AW employee, not an outsourced or temp rep. If you, or anyone else, ever feel that you are not being taking care of ask to speak to a supervisor, or PM me and I will look into things for you

[Hammerhead]

Oh come on AlienRichard, we all know you hire four year old tsunami victims to man your phones, and you make them sit in a paper bag on the side of the road during work hours....


Zero,

Despite the confusion on the phone situation, you're in good hands, and AW will honor your warranty. Please send your info to AlienRichard, he's a manager at AW, and he'll make sure you get squared away.

Over the years, I've gotten to know a few of the people that work at Alienware's call center through AW's forums, and they're good people.

I even like the guys at the depot, though they really should wear shirts while working...

[shaffers17]

i too am having the same problem with the computer not turning on. I am waiting for the replacement adapter, but don't have my hopes high. This problem is very frustrating and disappointing considering I spent 2600 dollars on it.

[zer0-]

Thanks for everyone's reply to this matter. AlienRichard I PM'ed you my account info. Tell me if there is anything else you need. I would like to get this issue resolved.