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Why did I think that Alienware would even try to fix my problems???

post #1 of 167
4/26/06 at 2:44pm
Thread Starter 
EDIT: Everything good I had to say about Alienware in this thread, I take back. They shipped my system back in the exact same condition, lied about testing it, lied about monitoring the temperatures, lied about running benchmarks, lied about replacing the panel they scratched up during the first depot trip, and lied about getting an "elite technician" to work on my system.





I never thought the day would come!

I just got a call from Mark. (from AW, obviously) He said he is a specialty agent assigned to my case because I have been having so many problems with my laptop, and they want to make sure I'm happy when this is all over.

Long story short, he said my laptop was received at depot, and would be assigned to a specialty tech. This won't affect the time so much, but it will ensure all quality checks are done and it is in top condition before being sent back to me. That's fine with me, as long as it works since my warranty will be expired when I get it back.
Also, he will personally call me at least once a week and give me an update on the status, and let me know exactly what they are doing to it, and what needs to be done. He also said I can call and ask for him, as it is documented in my notes to direct my calls to him.

I hope this is part of the depot re-organization, and not just something that they do for extreme cases like mine, but either way, I'm happy to hear it!

ps- For any that might have wondered, "BadCS" means "Bad Customer Service", something I'm hoping to have to change in the future!
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post #2 of 167
4/26/06 at 3:02pm
Maybe changes are in the air. The stories around here are starting to sound better. I'd see if they would at least give you 90 days on that repair you deserve at least that much.
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post #3 of 167
4/26/06 at 3:05pm
Quote:
Originally Posted by BadCS
I never thought the day would come!

I just got a call from Mark. (from AW, obviously) He said he is a specialty agent assigned to my case because I have been having so many problems with my laptop, and they want to make sure I'm happy when this is all over.

Long story short, he said my laptop was received at depot, and would be assigned to a specialty tech. This won't affect the time so much, but it will ensure all quality checks are done and it is in top condition before being sent back to me. That's fine with me, as long as it works since my warranty will be expired when I get it back.
Also, he will personally call me at least once a week and give me an update on the status, and let me know exactly what they are doing to it, and what needs to be done. He also said I can call and ask for him, as it is documented in my notes to direct my calls to him.

I hope this is part of the depot re-organization, and not just something that they do for extreme cases like mine, but either way, I'm happy to hear it!

ps- For any that might have wondered, "BadCS" means "Bad Customer Service", something I'm hoping to have to change in the future!
Yeah, I knew what badcs meant, I just wrote it off as venting. Your tone was more than just ranting for rant sake so I have been ignoring the meaning of your name.
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post #4 of 167
4/26/06 at 3:10pm
This is the Alienware I know.

I really hope it all works out this time BadCS. It must be very frustrating to have to return your machine more than once, so I'm really hoping everything works out this time for you.
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post #5 of 167
4/26/06 at 4:30pm
Every company has troubles from time to time, but making sure your customer is satisfied overall is probably the best way to remain successful.

It looks like AW is getting their stuff together. Which is good because I place my order on 1 June :-)
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post #6 of 167
4/26/06 at 4:54pm
bought damn time lol

btw the admins can change your name if you like
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post #7 of 167
4/26/06 at 6:59pm
Thread Starter 
Quote:
Originally Posted by Guntizzle
bought damn time lol

btw the admins can change your name if you like

not just yet, let's see how this pans out
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post #8 of 167
4/26/06 at 7:02pm
Well the CS still deserves a bad report on my behalf, even though my problems "seem" to be gone (but for how long? they were "gone" when I received it back from the depot origionally!) But great news to hear, Bad. Congrats! I only wish I could get the same service you have gotten I just wish (not racist) that I could speak to an american when I call, and have a nice calm conversation, and get all my probs resolved.
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post #9 of 167
4/26/06 at 7:19pm
Holy sh*t!!! My prayers have been answered!! About 5 minutes after I posted that, my phone rang. I didnt recognize the number, but something in my instinct told me to pick up. I was greeted with a Creole English accented voice, that said "Hello sir, this is Mark from Alienware Corporation"...

My heart about shot out of my mouth! "Speak of the freakin devil!", I said. He asked me if I had gotten my computer up and running, and I answered yes. He then went on to say he will be calling back every friday for the next 4 weeks to make sure my computer is still running great.

Then he went on to say he will immediatly look into my Amazon Gift Certificate issue, and find out why it hasnt been sent, and promised it to me within two weeks!!

WOW! Where has this support been for the last year?!?!?
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post #10 of 167
4/26/06 at 7:29pm
sweet!!
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post #11 of 167
4/26/06 at 7:40pm
Great to hear you have gotten to see the cs that most of us have seen all along. Sucks it has taken this long, but does sound like Mark is trying his best to make that up to you . Congrats on your working laptop.
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post #12 of 167
4/26/06 at 7:45pm
Quote:
Originally Posted by MrG00DWrench1
Holy sh*t!!! My prayers have been answered!! About 5 minutes after I posted that, my phone rang. I didnt recognize the number, but something in my instinct told me to pick up. I was greeted with a Creole English accented voice, that said "Hello sir, this is Mark from Alienware Corporation"...

My heart about shot out of my mouth! "Speak of the freakin devil!", I said. He asked me if I had gotten my computer up and running, and I answered yes. He then went on to say he will be calling back every friday for the next 4 weeks to make sure my computer is still running great.

Then he went on to say he will immediatly look into my Amazon Gift Certificate issue, and find out why it hasnt been sent, and promised it to me within two weeks!!

WOW! Where has this support been for the last year?!?!?

FREAKIN AWESOME
That's great to hear!!! Sounds like something right has gone down at AW!!!

Bad CS- You should change your name to GoodCS, that way we'll all still recognize you and you'll be a walking billboard for AW's good service (though we'll have to wait and make sure the service has actually turned over a new leaf).
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post #13 of 167
4/26/06 at 11:47pm
Fantastic news. I hope this level of service continues. This is what I expected from AW when I placed my order, glad to see they're straightening things out.
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post #14 of 167
4/27/06 at 4:41am
Great!!!
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post #15 of 167
4/27/06 at 6:53am
This is what I expected from AW CS as well when I placed my order. Its a shame it took a year and a few days for it to finally kick in I just hope it lasts!!
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post #16 of 167
4/27/06 at 9:23am
that sounds great to me...looks like the deal with Dell is gonna be a good thing for AW's everything...(knock on wood)
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post #17 of 167
4/27/06 at 12:46pm
Thread Starter 
Quote:
Originally Posted by MrG00DWrench1
Holy sh*t!!! My prayers have been answered!! About 5 minutes after I posted that, my phone rang. I didnt recognize the number, but something in my instinct told me to pick up. I was greeted with a Creole English accented voice, that said "Hello sir, this is Mark from Alienware Corporation"...

My heart about shot out of my mouth! "Speak of the freakin devil!", I said. He asked me if I had gotten my computer up and running, and I answered yes. He then went on to say he will be calling back every friday for the next 4 weeks to make sure my computer is still running great.

Then he went on to say he will immediatly look into my Amazon Gift Certificate issue, and find out why it hasnt been sent, and promised it to me within two weeks!!

WOW! Where has this support been for the last year?!?!?


Ha, that's great to hear! ...and a bit weird considering it was 5 minutes after you posting you wished it would happen! It sounds like this is becoming standard now, which is a really good thing! It's especially great to hear they are also doing it with people who have gotten their computer back, and they are ensuring it keeps working properly!
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post #18 of 167
4/27/06 at 1:21pm
Ahh!!! It's A Sign Of The Apocalipse!!!
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post #19 of 167
4/27/06 at 5:30pm
Thread Starter 
...except the four horsemen have been replaced by four hopeless situations reversed!
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post #20 of 167
4/27/06 at 5:53pm
like I said 'knock on wood' that this is a permanent improvement
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