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Why did I think that Alienware would even try to fix my problems??? - Page 3

post #41 of 167
5/5/06 at 1:50am
well if anyone knows about negative reviews on BBB it's the D-boys
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post #42 of 167
5/5/06 at 1:51am
congo rats
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post #43 of 167
5/5/06 at 1:51am
Quote:
Originally Posted by Deggs_37
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....
You don't think every other computer maker doesn't have some negative reviews?
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post #44 of 167
5/5/06 at 2:00am
Quote:
Originally Posted by ImOnAPlain51
You don't think every other computer maker doesn't have some negative reviews?

Is that what I said?

It just seems like everywhere I go everybody is bashing Alienware, but it's good to hear that they are working harder with customer support and getting the computers working.

Alienware just seems to have a pretty bad reputation, when I got my Alienware 2 years ago I felt part of something exclusively for extreme gamers (and people with deep pockets). For a while Alienware has lost the edge that it once had.
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post #45 of 167
5/5/06 at 2:15am
Quote:
Originally Posted by Deggs_37
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....
Well, if I take exactly what you said it sounds even more ignorant. AW bashing is nothing new, while they have their problems and some people have trouble with them...it is not the norm. Dell didn't buy AW because AW sucked and AW needed money. AW has gone down a lot in price, but to get signature models it will still cost you quite a bit.
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post #46 of 167
5/5/06 at 2:23am
I know it's not the norm, mine worked perfectly fine. They did promise me upgradeability and I never got that. I'm just glad I never had any problems because I wouldn't have wanted to have to be without it for 6 months.
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post #47 of 167
5/5/06 at 2:28am
Quote:
Originally Posted by Deggs_37
I know it's not the norm, mine worked perfectly fine. They did promise me upgradeability and I never got that. I'm just glad I never had any problems because I wouldn't have wanted to have to be without it for 6 months.

Upgrades screwed a lot of us....unfortunately AW doesn't make the graphics cards.
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post #48 of 167
5/5/06 at 10:40am
Keeping my fingers crossed for you CS.
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post #49 of 167
5/5/06 at 1:07pm
Thread Starter 
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.

I disagree with you on this. After giving me the run-around for so long on my first trip to depot, they mysteriously located a part that had been on backorder for 4 weeks, installed it, and had it on the way back to me within a day after I filed my BBB complaint. Also, Victor Ruiz, who had been avoiding my calls for 3+ weeks, (always saying he was on his way to a meeting, but would call me back, and never did. This happened 20+ times) mysteriously personally called me to tell me that my laptop was on its way back to me after I filed the BBB complaint (I specifically citing his name in the complaint)
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post #50 of 167
5/5/06 at 1:08pm
Thread Starter 
Quote:
Originally Posted by MrG00DWrench1
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.

Just go to bbb.org you will eventually be directed to a southeastern Florida BBB site, but it will be easy enough to start at the bbb homepage. Finding AW is not a problem.
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post #51 of 167
5/7/06 at 9:19pm
Quote:
Originally Posted by BadCS
Just go to bbb.org you will eventually be directed to a southeastern Florida BBB site, but it will be easy enough to start at the bbb homepage. Finding AW is not a problem.
The BBB website says they have suspended AW's membership and is moving to revoke their membership altogether. I've had my 7700 for a little over a year now and - knock on wood - I haven't had any problems. Still hearing about these problems a year later, makes me seriously question whether I would go to AW again for a Computer.
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post #52 of 167
5/9/06 at 9:19pm
Thread Starter 

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

First of all, Alienware. There, I said it. I am through "hoping that they have turned things around." I am through thinking "maybe this time they will get it right." No more "Give them another chance, and they will make everything right." Now, it's only " Alienware".

I got my laptop back from Depot today. My laptop that I sent in because of an overheating GPU and horrible 3DMark scores. They said they replaced the graphics card, and that they monitored the temperatures and ran benchmarks on it, and it did excellent. They also said they replaced the panel they scratched all to hell during my first 70 day depot ordeal. From what I can tell, they did absolutely nothing. The panel isn't replaced, and I can't tell if they replaced the graphics card or not, but it looks like they didn't. Oh, and the "excellent service" I was supposed to get, performed by their "elite technician" they promised me turned out to be Antonio Dancy again, the same inept person that scratched up my laptop in the first place, and didn't even bother to test anything after replacing the mobo and LCD screen.

The damned thing still idles at 92C (GPU) I'm not talking like after playing a graphic-intensive game, I am talking about displaying a blank desktop. 92C. I'm still afraid to play a game, especially now since I'm conveniently out of warranty. My panel with the scratches is still there, even though they promised they would replace it, and I even put a note ON THE KEYBOARD asking to please exchange it out like they promised. My 3DMark scores are still 650-680. On a go 6600 256mb card.

This is unexcuseable. They actually had me believe that I was getting good customer service, that their "top of the line" technician would personally work on my laptop, and that "everything will be fully tested and working perfect before we send it back".

So, like I said originally, Alienware.


ADMIN: Please change my Username to "WorstCustomerServiceEver!". I am not kidding one bit. Make sure you put in the exclamation mark, and put a few more for good measure.
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post #53 of 167
5/9/06 at 9:34pm
Thread Starter 
Hmm, I take it back, they did manage to do one thing: Erase the "show desktop.scf" that the icon in the quick launch bar points to. I'm not sure why they did it, but I now have a blank icon that points to nowhere.
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post #54 of 167
5/9/06 at 10:58pm
I'm sorry to read this BadCS. I don't blame you for being pissed if what you say is true.

Your warranty says after a reasonable amount of repair attempts you're entitled to a replacement machine or a full refund at AW's discretion. Were I you I'd push for a full refund at this point. It sounds like you're beyond the point where a replacement machine would make you happy.
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post #55 of 167
5/10/06 at 11:57am
Quote:
Originally Posted by Hammerhead
I'm sorry to read this BadCS. I don't blame you for being pissed if what you say is true.

Your warranty says after a reasonable amount of repair attempts you're entitled to a replacement machine or a full refund at AW's discretion. Were I you I'd push for a full refund at this point. It sounds like you're beyond the point where a replacement machine would make you happy.
I believe badcs, even the critical issues team almost missed my drive problems and sent me back a non-working system, by the grace of my paranoia and a quick email to AW-Steve they took a second look at my system before sending it out. There are just too many of us that go through this not to be true, Chudd comes most recently to mind and he's in Europe. My first depot trip they did no testing what-so-ever period. I want to know why they don't test as a practice. If it's an internal policy then the executive that made that incredibly stupid policy should be fired (Hopefully dell has already done that.) If it's the service tech's then the offenders should be tracked down and fired. I want to know what the internal work environment is in Alienware ! Someone has to know ! One of their techs has to be surfing our site,. Come on guys/gals if it's stupid oppressive policies we owners can help you smite your bosses. Come here and speak to us anonymously and we will try to help you guys. Us owners will win in the long run as we are the ones paying the bills !
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post #56 of 167
5/10/06 at 3:39pm
Them there's fighting words CyberP You're right though - it would be interesting to hear what it is like on the floor in the AW sweatshops. An anonymous tech would be welcome but we could never tell if they were an AW employee and not just some shite-stirrer.
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post #57 of 167
5/10/06 at 4:11pm
Thread Starter 
Quote:
Originally Posted by Hammerhead

Your warranty says after a reasonable amount of repair attempts you're entitled to a replacement machine or a full refund at AW's discretion.

It's funny you should mention this, Hammerhead. I just got off the phone with Mark, and he told me my only option was to send it in again, and if it's not fixed, then he can "request further action". I asked him to put in writing that I would get a refund or a replacement machine if it's not fixed after the third attempt. (I think Selch managed to accomplish this) He said no such thing will be done. I asked about the "reasonable repair attempts" policy, and he laughed and asked where I got that from, and basically that no such policy exists.

So, I'm going to send it in.... Again... He said last time I got "VIP" status, and this time, I'm getting "Rush VIP" status. I think he just made that up. He took down a list of things that absolutely had to be done before the computer would be considered done (including the GPU core temp, 3DMark score, scratched panel, and missing LCD screw cover).

We'll see.
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post #58 of 167
5/10/06 at 7:12pm
Quote:
Originally Posted by BadCS
It's funny you should mention this, Hammerhead. I just got off the phone with Mark, and he told me my only option was to send it in again, and if it's not fixed, then he can "request further action". I asked him to put in writing that I would get a refund or a replacement machine if it's not fixed after the third attempt. (I think Selch managed to accomplish this) He said no such thing will be done. I asked about the "reasonable repair attempts" policy, and he laughed and asked where I got that from, and basically that no such policy exists.

So, I'm going to send it in.... Again... He said last time I got "VIP" status, and this time, I'm getting "Rush VIP" status. I think he just made that up. He took down a list of things that absolutely had to be done before the computer would be considered done (including the GPU core temp, 3DMark score, scratched panel, and missing LCD screw cover).

We'll see.


I feel for you man, the only problem I had with my first AW laptop was a dead pixel and they took care of that but it took them like a month.

Anyways I got my M1710 and I thought it was hot idling at 75 celisus that I demanded a exchange and Dell sent me a brand new one because I got lucky and found a really nice customer service rep. The turn around was like 4 -5 business days cause they overnighted it to me. Hopefully this great customer service will rub off on AW CS too.
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post #59 of 167
5/10/06 at 7:53pm
Quote:
So, I'm going to send it in.... Again... He said last time I got "VIP" status, and this time, I'm getting "Rush VIP" status.

I wonder what comes after that? "Lightspeed VIP status"? Maybe "Presidential Status"? How about "You Know Our Techs By Name Now So You're A Manager, Welcome to The Payroll" status?

Good luck, mate!
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post #60 of 167
5/10/06 at 8:19pm
Quote:
Originally Posted by ImOnAPlain51
You don't think every other computer maker doesn't have some negative reviews?

Look up falcon northwest.
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