a lot has gone one since i posted this thread.....
Ok. The guy who said that i posted on zdnet.... no i didn't. This is basically the only forum I post on that isn't research related since I came here originally to seek advice on which laptop to buy. The wealth of reviews and knowledge on here has been simply great.
I didn't update this post because I lost track of it somehow. I have however, posted several other times on various other things.
This is what has happened so far.
I have lost complete confidence in AW customer support, not really their product. Afterall, I have not had a chance to use their product. I had my laptop on for literally 2 minutes before it turned off and would never turn back on. Supposedly the motherboard of this type has been having power unit problems, and AW said eventually that a newer mobo revision would fix the problem. This all took place at the beginning of December.
I was very patient, I even told them to test the system over and over to make sure that it is in top working condition.
They agreed and assigned me a representative to keep me updated on my status.
This is where the problems started. For the past 5 weeks or so I have got 2 calls a week from AW. One call was them saying that the mobo came in and the laptop should ship out early next week. The second call would be them saying the mobo really didn't come in and we do not have an estimated ship date for your laptop. Literally, I received the same two calls for 5 weeks in a row. Until finally they said they did not know when it would be fixed or shipped back. The rep told me he did not have any updates since the time it arrived in depot. Mind you this is a month later.
Originally I was told this process would take 10-15 days. It would even be fine for them to take a month, but to take a month and then still have no idea when it would be done....
Anyway, after that I asked for a full refund. I rely heavily on a laptop to do well in school and am actually required to have one. I simply cannot wait any longer. I was told that I would get a refund -15% restocking fee. I thought this was crazy since I never received a working laptop. (the 2 minutes I used the laptop it had no heat issues and was sitting on top of my desk with a fan blowing right on it). They refused to let me talk to a supervisor or a manager but promised me that one would call me back in 2-3 days.
... one week later
No calls were ever received from a supervisor or manager. After several more emails and a final call to customer service, the other night I received a call from the representative that has been handling my case. He told me they would give me a full refund, no restocking fee to be paid. I was very greatful for this. However, he said that he would not know when the refund would be processed until the end of next week! Refunds usually take 3-5 business days max for most businesses. When I called my bank they thought this was odd, and told me it is usually a sign of bad things.... blah blah blah etc....
Anyways. Like I said, I cannot speak of the quality of AW laptops. I know there are several people on here that love them. Some of you had minor issues and since have been perfectly fine. As in my previous posts I loved the short time I had with it.
As for their customer service, it is the very poorest. Not as far as a lack of knowledge, but a severe lack for wanting to help the customer. The Better Business Bureau that they belong to told me that they have had so many complaints issued with AW that they cannot keep up with them. Additionally AW has consistently received "unsatisfactory" evaluations.
Overall, I am glad I am squared away now. Hopefully my refund will come swiftly and I can get another laptop so I can stop using my friends 12" ibook.....