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Official Alienware Forums - Blow Fish?

post #1 of 18
11/24/03 at 12:29pm
Thread Starter 
Quick Poll-

For those that have your White and Silver Credit Card (exclusive Pass to the inside world of Alienware Customer Support- Forums that is...)

What do you think about AW's customer support forums? (moderated and unmoderated)
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post #2 of 18
11/24/03 at 12:50pm
I don't like the moderated forum at all. It took a week to get my question posted, I had already solved the issue by then.
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post #3 of 18
11/24/03 at 1:03pm
Thread Starter 

Same Thing-

I have posted about 3 issues - and found the solution - or found that there is no solution on my own... - Un-moderated is ok - but there does not seem to be enough traffic to generate any substantive replies.

.
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post #4 of 18
11/24/03 at 2:35pm
I think it really boils down to that if people have problems or issues they will post or reply...and even still others will choose to phone in...so either a mass amount are phoning in or perhaps maybe not everyone has or notices the documented problems. I think we all here (me especially) are pickier than most-as we should when spending so much!

Moderated-ok but way too slow
Unmoderated-slow traffic
...agreed

Mind you the above are mobile sections...can't comment on the other sections for I have never ventured into those boards...
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post #5 of 18
1/7/04 at 10:52am
I hate the AW Offical Forums. For 2 weeks I searched and posted for help and just found nothing but generic replies from the Moderators....

Thank you for having this forum!!!!!
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post #6 of 18
1/7/04 at 1:07pm
Their forum is crap. Ever notice the cookie cutter responses they reply with? Anything to shut you up or delay your problem.

This is the place to be. And IMHO, there are more users on here that are knowledgeable with troubleshooting than the techs over there....and more fluent. :nod:
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post #7 of 18
1/7/04 at 1:16pm
Now Drew, please don't hide your feelings from the rest of us, lol!

Actually he does have a point... since I've found that a LOT of the issues we gripe about on here have been posted on the AW forums, gotten lame or non-replies from the techs and eventually solved by more knowledgable users.

That actually scares me, the idea that the average users seem to have better fixes than the techs in a lot of cases. I know that they are busy guys and all that, but please... if it's a common issue, you need to address it quickly, rather than force a user to examine the problem and find the answer for them.

I'm totally understanding with the whole "free labor" thing, but it's a tad ridiculous.

And yeah, the forums are a touch slow in posting stuff... though it seems that when certain people are on, things go a lot faster. For posts that have actually made it to the board (several of mine haven't... especially when I was responding to a tech who failed to read the thread she was posting to on several occasions, causing a screwup of monumental proportions for one user), the worst I have had to deal with was a 24 hour wait (though I'm sure weekend posters have to wait longer).
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post #8 of 18
1/7/04 at 2:44pm
Quick update: I actually just got an an e-mail from AW's support stating that there is "no conflict with the hardware/software" they use.

Excuse me?

Can anyone say Fs_Rec.sys or A/B/G WiFi card?

What a fun response they're about to get on this one.
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post #9 of 18
1/7/04 at 4:48pm
Man,

I hate to admit it but their forums are somewhat...strange?

As Drew noted, it seems like Andy (the robot from the new Stephen King book) is answering questions for them.

In my opinion, guys here like Drew, Braingoo, Timepilot, Yoda, ect, ect...are better resources any day of the week.

I'm glad to be part of this forum and the extensively trained/knowledgeable people that lurk herein.

-Craig
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post #10 of 18
1/7/04 at 11:55pm
Craig, you forgot yourslef on that list above bro.
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post #11 of 18
1/8/04 at 1:03am
Yea, don't play it down Craig. Have you guys noticed in the AW forums how they are entirely ignoring Thor1182's question about when the new Nvidia drives will be out.

Talk about canned responses! They tell him the same BS everytime he asks them! I apreciate his tenacity in asking, but the least they could do is deviate from their, "we are working on it" cut-and-paste answer!

Anyway, thanks Thor1182 for sticking it to them!
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post #12 of 18
1/8/04 at 2:03am
I think one of the many reasons that this forum is so successful in helping others with any type of situation concerning their Alienware system is that most have either already been there, or have some sort of knowledge base, whether it be technical or otherwise and are not shy to give their insight. Plus, with new Alienware owners being created each day, the already extensive knowledge base just gets bigger.
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post #13 of 18
1/16/04 at 2:00pm

Alienware Forums

Hello to Everyone:

I can personally attest that the Forums are being improved everyday. Posts are being moderated quickly and we have many Alienware reps answering posts. The more we hear from our customers, the more we can help and improve our services for them. An Alienware owner who posts their problem, will get answers by us or by other Alienware owners that may have gone through the same problems.

We have also now started our Alienware Chat service. We have highly trained Alienware reps that can answer all your Alienware Computer problems. Believe me I know, I am in the same department with them. They know their stuff.


Juan (AW-JuanG)
Alienware Support Forums Admin
http://support.alienware.com/
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post #14 of 18
1/16/04 at 5:17pm
Chat service?

mIRC style or ..... web based style?
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post #15 of 18
1/16/04 at 5:21pm
mIRC check out...http://notebookforums.com/showthread.php?t=12359
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post #16 of 18
1/16/04 at 5:23pm
Hello Robo-Kai:

Our Alienware Chat System is web based and it is another means for Alienware computer owners to communicate with Alienware.
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post #17 of 18
1/16/04 at 5:27pm
Im guessing LivePerson...we use that on our site, it rocks.
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post #18 of 18
1/16/04 at 5:30pm

AW Chat system! Works Great

Quote:
Originally Posted by Alienware-JuanG
Hello Robo-Kai:

Our Alienware Chat System is web based and it is another means for Alienware computer owners to communicate with Alienware.
I just used it to inquier a bout swaping my dvd-r for the dvd+r jsut because i have a +R in my desktop and at the time I bought they did not offer the +r. The chat system works wonderfully I was talking to a rep in like 1 min. It may take longer in the evening i would suspect with a higher volume of people using it but for this quick questions it works wonderfully! good job on the chat!

As for swaping out the dvd-r for the dvd+r I was told to call customer service for an estimate I would like to see if i could be a strait swap for the +R but i doubt they will do that But I may call and see what they can do anyway. My offer still stands if any of you guys wnt the dvd-r instead of the dvd+r just more conviniet for me is all.
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