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Why did I think that Alienware would even try to fix my problems??? - Page 2

post #21 of 167
4/27/06 at 5:53pm
BADCS, are you getting any compensation for your wait?
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post #22 of 167
4/28/06 at 12:44pm
Thread Starter 
Quote:
Originally Posted by laughterkillsme
BADCS, are you getting any compensation for your wait?

Supposedly a $50 amazon gift card that was sent weeks ago, but I have given up hope on that one. It'd be nice if they accidently threw another gig of ram in there to smooth things over...!
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post #23 of 167
4/28/06 at 1:28pm
I sure hope this deal with Dell will bring the quality of service up. I have purchased hundreds of dell systems and have no complaints. I have had a few lemons but have had Dell send out new replacement systems. I have one alien system that has been a pain since day one. I basically put it on the self and left it there. Its been sitting on the self for a year now. Perhaps its time to try AW again.
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post #24 of 167
4/28/06 at 3:37pm
don't ruin the moment...
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post #25 of 167
4/29/06 at 4:52pm
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post #26 of 167
4/29/06 at 6:34pm
Quote:
Originally Posted by BadCS
Supposedly a $50 amazon gift card that was sent weeks ago, but I have given up hope on that one. It'd be nice if they accidently threw another gig of ram in there to smooth things over...!


Yah, thats a big if on that one. Did AWMark ever call you back? He never called me back, as promised. And I never got any info on MY amazon gc...

Well, AW. You got a smile out of me for a few days! You really had me going thinking you could actually back up what you say about great CS...
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post #27 of 167
4/29/06 at 9:48pm
Yeah, they finally got their act 2gether now. They even fix my optical drive even though my warranty has just expired. SWEEEEET.

Now, anyone here bought an alienware mp3? I sent in a rebate form, but i go on their web site and check on the status and it says no rebate found?
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post #28 of 167
4/29/06 at 11:13pm
Thread Starter 
Quote:
Originally Posted by MrG00DWrench1
Yah, thats a big if on that one. Did AWMark ever call you back? He never called me back, as promised. And I never got any info on MY amazon gc...

Well, AW. You got a smile out of me for a few days! You really had me going thinking you could actually back up what you say about great CS...

I'll have to let you know on Monday, he said he'd call me every Monday with an update.
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post #29 of 167
4/29/06 at 11:15pm
Thread Starter 
Quote:
Originally Posted by PumpAction Pimp
Yeah, they finally got their act 2gether now. They even fix my optical drive even though my warranty has just expired. SWEEEEET.

Now, anyone here bought an alienware mp3? I sent in a rebate form, but i go on their web site and check on the status and it says no rebate found?

I'd call them and ask, it seems like they didn't receive it or didn't put it in their system. I don't trust their online rebate system, my invoice number entered into it says it's not a valid invoice, as does others. Warner on the AW forum told me my rebate was approved (laptop, though, not mp3), but then later he couldn't find it, so I'm kind of worried too...
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post #30 of 167
5/1/06 at 1:51pm
Thread Starter 
Quote:
Originally Posted by MrG00DWrench1
Did AWMark ever call you back?

I just got a call from Mark. Although there was nothing to report (they received my laptop last week), he said he will let me know when there's an update. I hope it's not one of those three-week dry spells like last time when I finally had to call back...

Did he ever call you? If not, did you call?
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post #31 of 167
5/1/06 at 4:07pm
At least they got mi rebate approve for me AW craptop. But no mp3 rebate, oh well, not a bad price for a 512 mb AW mp3 player.
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post #32 of 167
5/1/06 at 4:30pm
ooh ooh let me try, I wish alienware would call me... <checks watch> counting 5 mins...

I'm probably on their black list though.
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post #33 of 167
5/3/06 at 1:43am
Yah, he finally called me today. I could of sworn it says in the email and also he said over the phone he would call me by friday. huh, must have been that silly wishful thinking of mine. Anyways, my video card is over heating now, and the fans arent spinning. Im also getting random shut downs. Yay! Looks like I might get to send it back! Oh joy!!!
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post #34 of 167
5/3/06 at 2:02pm
Thread Starter 
Quote:
Originally Posted by MrG00DWrench1
Yah, he finally called me today. I could of sworn it says in the email and also he said over the phone he would call me by friday. huh, must have been that silly wishful thinking of mine. Anyways, my video card is over heating now, and the fans arent spinning. Im also getting random shut downs. Yay! Looks like I might get to send it back! Oh joy!!!

Damn, is this going to be the fourth time you send it back?!?! That, IMO, qualifies as a "reasonable number of attempts at fixing" and you should get a new one. Of course, my opinion means shite, but for what it's worth...
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post #35 of 167
5/3/06 at 10:44pm
Yah, well, theres no chance of that happening with me
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post #36 of 167
5/4/06 at 5:09pm
Thread Starter 
Quote:
Originally Posted by MrG00DWrench1
Yah, well, theres no chance of that happening with me

I know this is going to sound drastic to most people, but have you filed a BBB complaint? I honestly believe this is why I got the good customer service I finally got. When I first filed it, AW had my laptop for over 7 weeks. They replied to my complaint right at the end of their 14 days with "it's fixed, here's the tracking number". That definitely seemed to light a fire under their ass.
And, to top it all off, I kept the report open after they had sent it back to make sure it was truly fixed. I had to send it back again, and now it's on its way back after only a week at depot. I truly believe this all happened because of the BBB complaint.

To some it may sound harsh that I and others filed a BBB report, but I think it is totally validated when we all spent thousands of dollars, and some of them have been at depot more than we have had them.
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post #37 of 167
5/4/06 at 5:18pm
Thread Starter 

Holy Crap! I have something good to say about Alienware!!!! (Part deux)

I just got a call from AW Mark and he said my laptop is being shipped today, and I would get it on/around May 8th! That means it was at depot for 6 days this time...! (15-day total turnaround) Now this is the kind of service every repair should be getting!

My problem was an overheating GPU, choppy video, and horrible 3DMark scores. Mark ensured me that the video card had been replaced, (it was at fault, but to be fair that's what was supposed to be replaced the first time I sent it in) temperatures were in check, and benchmark scores were among the average for my hardware.

I'm keeping my fingers crossed, as I was told 6 times that my laptop was shipping back to me the last time it was at depot, but I highly doubt that will happen this time since they actually called me to tell me it was being shipped back.

Damn, I hope I didn't accidently sell my soul to the devil when I was sleeping!
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post #38 of 167
5/5/06 at 12:15am
Whats the process of filing a BBB complaint? I've never even heard of that. Im going to attempt to play some video games this next week, and if I wind up having to send it back because of issues, I will most definatly file this complaint.
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post #39 of 167
5/5/06 at 1:36am
Quote:
Originally Posted by BadCS
I know this is going to sound drastic to most people, but have you filed a BBB complaint? I honestly believe this is why I got the good customer service I finally got. When I first filed it, AW had my laptop for over 7 weeks. They replied to my complaint right at the end of their 14 days with "it's fixed, here's the tracking number". That definitely seemed to light a fire under their ass.
And, to top it all off, I kept the report open after they had sent it back to make sure it was truly fixed. I had to send it back again, and now it's on its way back after only a week at depot. I truly believe this all happened because of the BBB complaint.

To some it may sound harsh that I and others filed a BBB report, but I think it is totally validated when we all spent thousands of dollars, and some of them have been at depot more than we have had them.
Using BBB does nothing to help your case. Being polite and patient is the best course of action in a case where you need help from AW. They are not, and should not, be influenced by threats and negative reviews on sites like BBB.
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post #40 of 167
5/5/06 at 1:49am
Quote:
Originally Posted by Craig
Using BBB does nothing to help your case. Being polite and patient is the best course of action in a case where you need help from AW. They are not, and should not, be influenced by threats and negative reviews on sites like BBB.

If I owned a company that had negative reviews I would try to do something about it or else I might be bought by Dell.... oh wait....
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