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Worst company ever = alienware - Page 2

post #21 of 39
9/24/05 at 6:11am
Thread Starter 
I currently own a 5700go and I am very happy with it. However, a alienware sales rep informed me that yes they would look into the matter and see if i can get approved for the 9700 as they had some i stock (if i was told correctly). The sales rep told me to call back the next day if i did not get a e-mail about it, and i did not........ So i called back and the sales rep could not tell me if the request had acctually been made. This is my problem with alienware their sales rep's appear to want to temporarly appease the consumer instead of making them a satisfied LONG term customer. At this point i really don't care just as long as i get it back in working condidtion so i don't have to deal with them anymore - at this point it looks like a month and a half in depot and it could have been shortened if they would have offered me the 9700, heck i would have paid the difference- as stated before hand first and last time i will deal with AW.
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post #22 of 39
9/24/05 at 3:10pm
Quote:
Originally Posted by Gendo
I currently own a 5700go and I am very happy with it. However, a alienware sales rep informed me that yes they would look into the matter and see if i can get approved for the 9700 as they had some i stock (if i was told correctly). The sales rep told me to call back the next day if i did not get a e-mail about it, and i did not........ So i called back and the sales rep could not tell me if the request had acctually been made. This is my problem with alienware their sales rep's appear to want to temporarly appease the consumer instead of making them a satisfied LONG term customer. At this point i really don't care just as long as i get it back in working condidtion so i don't have to deal with them anymore - at this point it looks like a month and a half in depot and it could have been shortened if they would have offered me the 9700, heck i would have paid the difference- as stated before hand first and last time i will deal with AW.
Gendo,

I feel your pain, AW's operational structure needs to be completely re-worked. I have heard that at one time they were a very good company, but I don't believe AW is a "Very Good" company now. AW is the most detached company I have ever dealt with. What I mean by this is that no one person knows what the other knows. So say you call in for info regarding your lappy, you might get 5 different answers from 5 different techs. This has been my issue with them the entire time. Its as though they do not have company meetings focusing on information uniformity, better CS techniques, etc. Some of them are even smart a$$es on the phone when you call in. I honestly don't think the AW powers that be understand their own daily operational problems. The CS and TS people give you excuses, they give you BS at times, they give hollow answers, and I truly believe they think people are dumb enough as whole to buy it. AW is a company that caters to a crowd that demands quality, I honestly feel their letting "Quality" slip away and "Marketing" is taking over. So I feel marketing is driving the company and not quality. They feel their name is so established they can relax, not good... Just my opinion and my 2 cents for what its worth to you.

Wish you the best of luck...

47
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post #23 of 39
9/24/05 at 4:18pm
Quote:
Originally Posted by Codename_47
Gendo,

I feel your pain, AW's operational structure needs to be completely re-worked. I have heard that at one time they were a very good company, but I don't believe AW is a "Very Good" company now. AW is the most detached company I have ever dealt with. What I mean by this is that no one person knows what the other knows. So say you call in for info regarding your lappy, you might get 5 different answers from 5 different techs. This has been my issue with them the entire time. Its as though they do not have company meetings focusing on information uniformity, better CS techniques, etc. Some of them are even smart a$$es on the phone when you call in. I honestly don't think the AW powers that be understand their own daily operational problems. The CS and TS people give you excuses, they give you BS at times, they give hollow answers, and I truly believe they think people are dumb enough as whole to buy it. AW is a company that caters to a crowd that demands quality, I honestly feel their letting "Quality" slip away and "Marketing" is taking over. So I feel marketing is driving the company and not quality. They feel their name is so established they can relax, not good... Just my opinion and my 2 cents for what its worth to you.

Wish you the best of luck...

47
I would agree that they do have some communications problems, but I've never bought the "smart ass" stuff.

I remember one guy on AW's forums complaining that a tech put him on speaker phone so they all could laugh at him, then they hung up on him. Turned out to be total bs as usual.

The way I've dealt with AW is once you find a tech you like, get his/her name and email address, and continue to deal with that person. I know for a fact that Alienware has tons of employees that are very nice people and want you to be happy with your machine.

Good luck getting this resolved, and I hope they upgrade you to the 9700 for the hassle.
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post #24 of 39
9/24/05 at 9:15pm
Quote:
Originally Posted by Hammerhead
I would agree that they do have some communications problems, but I've never bought the "smart ass" stuff.

I remember one guy on AW's forums complaining that a tech put him on speaker phone so they all could laugh at him, then they hung up on him. Turned out to be total bs as usual.

The way I've dealt with AW is once you find a tech you like, get his/her name and email address, and continue to deal with that person. I know for a fact that Alienware has tons of employees that are very nice people and want you to be happy with your machine.

Good luck getting this resolved, and I hope they upgrade you to the 9700 for the hassle.
Well I can tell you this, I have had a couple of conversations with a couple of folks that were downright questionable from a customer service point of view. Those convo's were definitely what I would call "Smart-Ass". Now I will say this, that is completely the exception and not the rule over there. Most of the CS and TS people are VERY nice on the phone. There are some definitely good employees there but that is not the issue. Its the operational structure that needs redesign. AW really needs to get its people on the same page. There is far too much marketing going on over there, even the techs sound like "Used car salesmen". Someone over there needs to be liable for the information that get's disseminated...
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post #25 of 39
9/26/05 at 6:03am
hmmmm sounds like a conspiricy, i'll get Hoover on the phone.
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post #26 of 39
9/26/05 at 12:43pm
hammerhead and codename47, you guys need to kiss and make up.
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post #27 of 39
9/26/05 at 6:29pm
Quote:
Originally Posted by Hoshie
If they had not the older Parts or sold out,they be upgraded to newer Parts.. Reading in the Garanty...
I think their policy is if they can't still get the old parts, they'll upgrade you to newer parts.

I did have a vid card go bad in one of my machines, and it was replaced with a better card as they couldn't get the older one anymore.
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post #28 of 39
9/26/05 at 6:38pm
Aw i put my flame hat on for nothing?
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post #29 of 39
9/26/05 at 6:42pm
Not all. Flame away. But that's what happened at the AW customer forums and everyone pretty much left cause it was no fun. Just hate to see things degrade into that. Kidding is fine, but sometimes posts give an unintended impression if the people don't know each other yet.
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post #30 of 39
9/26/05 at 7:23pm
Gendo, keep us updated.

here are AW Rep links (again) so you can stay in contact.

Alienware-JuanG

Alienware-Steve
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post #31 of 39
9/26/05 at 10:36pm
Quote:
Originally Posted by aurora
Gendo, keep us updated.

here are AW Rep links (again) so you can stay in contact.

Alienware-JuanG

Alienware-Steve
Thanks for getting back on topic. Yes please let us know how things turn out.
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post #32 of 39
9/27/05 at 12:56am
i do have to agree with Codename_47's view in this thread... Im located in Australia.. and even out here with a total different branch of a company the information you get from one tech or sales person can totally contradict the other.. They do seem to just want to get you off the phone with whatever answer they can use...

Im not jumping on the band wagon here.. deep down we all do love Alienware.. they give us what we want (sometimes eventually lol) but i think the problem is alienware as a whole know there really the only ones that provide what we want... and as enthusuasts we cant help it.. we have to have the best, meaning for the better part, alienware own us.. and sometimes treat us that way..

if any of that makes any sense lol..
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post #33 of 39
9/27/05 at 6:38am
DontUhatePanta,
You would be surprised how valuable your comments are to Alienware. Here is a link for you to contact your Alienware Rep and let them know how things are going. Alienware has pretty high standards but it never hurts to raise the bar on them. Ive been on the phone with people that I thought were arrogant but you gotta keep in mind that some people carry themselves a little differently than you or I would. I havent had any problems with the professionalism of a call but if that is an issue then it wont hurt to send a memo to an AW rep. .

Alienware-JuanG
United States

Alienware-Steve
United States

Alienware-Sascha (EMEA)
Europe, Middle East, Asia
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post #34 of 39
9/27/05 at 6:44am
dont suppose you have dealt with any australian reps lol? i wouldnt think there were many.. let alone one on these forums..
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post #35 of 39
9/27/05 at 6:55am
(???) You would message Alienware-Sascha.
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post #36 of 39
9/28/05 at 2:11pm
Thread Starter 
Its being shipped back to me as of yesterday but without a 9700, still kinda of mad that they made me wait 2 extra weeks because they did'nt want to give away a 9700 (they price diff could have been that much from a 5700 and i would have paid the diff) Anyway, at this stage as long as it works I'll be happy, though it is likely my last purchase from AW -seriously some of the worst CS i have had to deal with-
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post #37 of 39
9/28/05 at 2:38pm
Quote:
Originally Posted by DontUhatePanta
dont suppose you have dealt with any australian reps lol? i wouldnt think there were many.. let alone one on these forums..
One AW Australia rep popped into IRC with us a bit ago. Seemed like a nice guy.
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post #38 of 39
9/29/05 at 2:05am
ive never dealt with an alien rep (only dealt with 3) that wasnt nice... they just seem to be a little... missinformed alot of the time lol
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post #39 of 39
9/30/05 at 9:08am
Thread Starter 
read new post for a update
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