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Horrible Alienware Support - Page 2

post #21 of 77
10/23/06 at 8:05am
Quote:
Originally Posted by SpcialAgentBill
That's good advice for desktops but what about desktop replacements ala. laptops?

That's not good advice for desktops, the guy doesn't know what he's talking about.

Dell uses Dell mobos and crap hardware to meet a price point. AW uses top of the line hardware, there's no comparison.
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post #22 of 77
10/23/06 at 8:18am
Quote:
Originally Posted by Hammerhead
Dell sucks.

Tell him like it is HH

I have a theory about companies operating in a capitalist economy, which I believe applies to this situation. If AW was consistantly as terrible as all the flaming posts and websites say they are, the would go out of business because people would all eventually realize they suck and quit buying AW pc's and lappys. I realize AW has a few problems, and things and accidents do happen - this is the nature of life and it is unlucky and unfoturnate when it happens to you.

However, I have delt with AW and their customer support and despite some misunderstandings during some communitcation, they were always ready to help, always trying to satisfy my needs, and at the end of every conversation, they always ask "Is there anything else I can do for you today?" and also "Are you satisfied with the support you have received from me today?" If you weren't satisfied, then you have a perfect opportunity to just say no and let them know what you aren't statisfied with. I am sure they would try to fix it.

Flaming about a company or product doesn't do any good on these forums, these forums are here to help others make decisions, get advice, and technical support. If you are displeased with AW, just don't buy another machine from them and your problem is solved...
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post #23 of 77
10/23/06 at 10:58am
My AW machine recently had some problems. Did I bitch and moan? No. These things happen.

I called AW. I sent the machine in - and they turned it around in THREE DAYS! No fuss - no muss.

My dealings with AW customer support have been flawlessly handled... so I really don't understand why some people always seem to have a tale of woe. It is statistically improbable that I am speaking to only their very best reps each and every time.

Just my thoughts...
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post #24 of 77
10/23/06 at 11:31am
Ive had my share of issues with Alienware as well, and from my experiences Alienware has great customer support. Now the technical support is a different issue, and personally I don't think that they "don't know" what thier doing. I just think they all don't speak english that well and don't really understand what your trying to say most of the time. If you spend enough time with them on the phone you start to realize they DO know what there talkinga bout and they DO want to help you. My only fuss with them honestly is they could all speak english a liiitttlllleee more better. Besides that im happy with them thus far, despite the couple incidents my computer has had.
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post #25 of 77
10/23/06 at 6:17pm
Quote:
Originally Posted by Assailant86
Ive had my share of issues with Alienware as well, and from my experiences Alienware has great customer support. Now the technical support is a different issue, and personally I don't think that they "don't know" what thier doing. I just think they all don't speak english that well and don't really understand what your trying to say most of the time. If you spend enough time with them on the phone you start to realize they DO know what there talkinga bout and they DO want to help you. My only fuss with them honestly is they could all speak english a liiitttlllleee more better. Besides that im happy with them thus far, despite the couple incidents my computer has had.

If you ever have a tech or customer service rep that you have difficulty understanding, let them know and ask for a different person. AW has facilities now in several countries, and they understand some people have difficulty with some accents. AW has posted this on their own forums, so don't worry about offending anyone or having anyone at AW give you worse support for asking for another tech.
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post #26 of 77
10/23/06 at 7:11pm
Thread Starter 
Quote:
Originally Posted by gladius
My AW machine recently had some problems. Did I bitch and moan? No. These things happen.

I called AW. I sent the machine in - and they turned it around in THREE DAYS! No fuss - no muss.

My dealings with AW customer support have been flawlessly handled... so I really don't understand why some people always seem to have a tale of woe. It is statistically improbable that I am speaking to only their very best reps each and every time.

Just my thoughts...

Well, Alienware Steve just PM'd me; hopefully he will be able to help.
I really wish I had recieved the same service as you, but that isn't what happened for me. Maybe your problem was more easily dealt with, or some other variable, but I'm not here to lie about a company that many people have had good experiences with... I will be more than happy once I recieve a working laptop for my $2000, but right things aren't going very well.
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post #27 of 77
10/23/06 at 11:38pm
Thread Starter 
Apparently Alienware wants to charge me $400 to replace the LCD that they shipped to me defective because their technicians say that it is "misuse". Unless one of the Alienware representatives that work here can help me; I would have to say from my experiences that Alienware treats their customer horribly . I am probably going to pay it since I need this computer that I spent so much money on, but I am probably going to join David P. Meyer & Associates in their class action lawsuit against Alienware. I have heard of heartless corporations, but I didn't realize Alienware was one of them.
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post #28 of 77
10/24/06 at 12:21am
Quote:
Originally Posted by Hammerhead
If you ever have a tech or customer service rep that you have difficulty understanding, let them know and ask for a different person. AW has facilities now in several countries, and they understand some people have difficulty with some accents. AW has posted this on their own forums, so don't worry about offending anyone or having anyone at AW give you worse support for asking for another tech.

Awesome, I didn't know that. I'll try that next time, I appreciate it.
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post #29 of 77
10/25/06 at 1:20am
Thread Starter 
No reply from Alienware-Steve, so I have decided to pay the outrageous $430 of money that I don't have in order to fix my defective laptop screen that was originally shipped to me broken. I have sent a claim submission form to David P. Meyer & Associates in their class action lawsuit against Alienware. If they give me a reply I will attempt to help them with their class action suit.
If anyone here thinks I am doing the wrong thing, go ahead and tell me, but after this BS that Alienware has put me through I currently feel no remorse. If anyone who still works at Alienware would like to help me out; I would definitely appreciate the help, but for right now this is my course of action (since I need my laptop back for school among other things).
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post #30 of 77
10/25/06 at 1:38am
Not trying to egg you on or anything Atomicfog, but if I received a broken "anything" in shipping I would report it immediatlely, go thru all the vendors steps of returning (dot all the Is and cross all the Ts) and not accept a "misuse" diagnosis if indeed I was not at fault.

Funny I gotta get up early in the morning for "ethics" training at the office...

Not sure where the class action suit comes into play or what you think it will get you...but good luck...

Zoid
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post #31 of 77
10/25/06 at 2:10am
Thread Starter 
Quote:
Originally Posted by Boyd
Not trying to egg you on or anything Atomicfog, but if I received a broken "anything" in shipping I would report it immediatlely, go thru all the vendors steps of returning (dot all the Is and cross all the Ts) and not accept a "misuse" diagnosis if indeed I was not at fault. Funny I gotta get up early in the morning for "ethics" training at the office... Not sure where the class action suit comes into play or what you think it will get you...but good luck... Zoid
I promise you I did all of that (More than once). That is why I am so mad at Alienware. They led me to believe that everything was fine; even the first day I called in the guy said that it was good that I called this early and that it would be fixed quickly. Then they turn around with a "misuse" card a month into everything so I went through everything I could nicely over and over with them, and then after a few days of that montony I threated to sue, and nothing I said or did would get me through to them. They are extremely stubborn, and if there was anything else I could have done I would have done it. I kept asking the supervisor what he would do if this situation occurred and he kept telling me that he would accept this fact since the warranty doesn't cover "misuse", but I kept telling him it wasn't "misuse"! I called the very first day I received it and followed every instruction they told me, and followed up almost every day. He kept saying that "Unfortunately the lead technician says it is misuse and that you have to pay the $430 if you want the screen repaired." It was just one big loop. He said that technicians don't talk on the phone so I couldn't talk to one to try and prove it wasn't misuse. I told him that there is no possible way it could have been misused since the computer wasn't opened, the outside was in pristine condition, and the only thing damaged was the internals. Nothing would get through to them and I spent WAY too much time talking to them. I wish you could talk to them to see what I mean (But I actually don't since I wouldn't wish such a horrible and wasteful experience on someone.)
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post #32 of 77
10/25/06 at 5:48am
Quote:
Originally Posted by Atomicfog
I promise you I did all of that (More than once). That is why I am so mad at Alienware. They led me to believe that everything was fine; even the first day I called in the guy said that it was good that I called this early and that it would be fixed quickly. Then they turn around with a "misuse" card a month into everything so I went through everything I could nicely over and over with them, and then after a few days of that montony I threated to sue, and nothing I said or did would get me through to them. They are extremely stubborn, and if there was anything else I could have done I would have done it.

I kept asking the supervisor what he would do if this situation occurred and he kept telling me that he would accept this fact since the warranty doesn't cover "misuse", but I kept telling him it wasn't "misuse"! I called the very first day I received it and followed every instruction they told me, and followed up almost every day. He kept saying that "Unfortunately the lead technician says it is misuse and that you have to pay the $430 if you want the screen repaired."
It was just one big loop. He said that technicians don't talk on the phone so I couldn't talk to one to try and prove it wasn't misuse. I told him that there is no possible way it could have been misused since the computer wasn't opened, the outside was in pristine condition, and the only thing damaged was the internals. Nothing would get through to them and I spent WAY too much time talking to them. I wish you could talk to them to see what I mean (But I actually don't since I wouldn't wish such a horrible and wasteful experience on someone.)

If the supervisor you are talking to is Ruiz, demand to talk to his boss. Victor Ruiz is rotten, through and through. Infact, I'd go so far to say he is the root of the worst customer handling that goes on at Alienware.

Oh and ... I see your 3 months ongoing, and raise you my 7 months ongoing.
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post #33 of 77
10/25/06 at 7:36am
Quote:
Originally Posted by Atomicfog
No reply from Alienware-Steve, so I have decided to pay the outrageous $430 of money that I don't have in order to fix my defective laptop screen that was originally shipped to me broken. I have sent a claim submission form to David P. Meyer & Associates in their class action lawsuit against Alienware. If they give me a reply I will attempt to help them with their class action suit.
If anyone here thinks I am doing the wrong thing, go ahead and tell me, but after this BS that Alienware has put me through I currently feel no remorse. If anyone who still works at Alienware would like to help me out; I would definitely appreciate the help, but for right now this is my course of action (since I need my laptop back for school among other things).

I think the class action suit is a waste of time, just lawyers being lawyers...

You said earlier that Victor Ruiz said your claim had been approved. I know he's hard to get ahold of, but keep working on it and confront him with the information. If he said your claim was approved, now it's been denied you need to find out what changed.

I find it hard to believe that the screen was broken where it's broken in shipping as it would seemingly be impossible for it to break where it broke without damage to the keyboard, or the case, or the box.

However, you say you called the day it was delivered, and you were told the claim was approved, so if that's true just keep calling and trying to get ahold of Victor. He has to deal with a lot of crap, but he's a good guy. Lots of people try to put on over on him and Alienware though, so be straight with him about the situation. If you called right after the thing was delivered, it helps your case.
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post #34 of 77
10/25/06 at 7:44am
Quote:
Originally Posted by laughterkillsme
If the supervisor you are talking to is Ruiz, demand to talk to his boss. Victor Ruiz is rotten, through and through. Infact, I'd go so far to say he is the root of the worst customer handling that goes on at Alienware.

Oh and ... I see your 3 months ongoing, and raise you my 7 months ongoing.

Victor Ruiz is a nice enough fella, he just has to deal with a lot of crap from people trying to rip Alienware off.

AW tends to give the shadow of the doubt to the customer, but after seeing the pictures of the damage and not seeing any damage on the shipping packages, it's hard to explain how that screen could be damaged in shipping.

I don't think AW would be stubborn unless they felt it was pretty obvious the damage was caused by misuse or accident out of AW or FedEx's possession.
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post #35 of 77
10/25/06 at 7:57am
Quote:
Originally Posted by Hammerhead
I find it hard to believe that the screen was broken where it's broken in shipping as it would seemingly be impossible for it to break where it broke without damage to the keyboard, or the case, or the box.

I think truth is sometimes stranger than fiction and that the customer should sometimes be given the benefit of the doubt. Perhaps, Alienware should start offering something like Dell in terms of the Complete care package. This would certainly go a long way in helping to bring a quick solution to an issure like this.
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post #36 of 77
10/25/06 at 7:44pm
Quote:
Originally Posted by almmohd
I think truth is sometimes stranger than fiction and that the customer should sometimes be given the benefit of the doubt. Perhaps, Alienware should start offering something like Dell in terms of the Complete care package. This would certainly go a long way in helping to bring a quick solution to an issure like this.

I know the OP will disagree with me, but I've been around AW for a long time now, and they usually do give the benefit of the doubt to the customer. It sounds like they were going to replace the screen and deal with his issue until they examined the damage, so they must have found something that leads them to believe the damage was caused by the user. Not sure what that would be, but for AW to take this stand they must have a reason.

They have claim agents, so were I the OP I'd call the AW Miami office and ask the receptionist for a claims agent and try to find out why AW is taking this stance.

The case that comes to mind for me is a guy recently that said his machine arrived without a processor. AW had him send it back so they could put one in, but when they received the system and put a new processor in it, apparently the computer had been used, games were loaded on the hd and played so it was obvious he had a processor at one point.

I'd be persistent and continue to pursue this as it sounds like the OP did everything he could by immediately calling AW and reporting the damage, or at least he says that's what he did.

Major damage like this can be avoided by asking the FedEx driver to wait a minute while you open the box and do a quick check for damage, especially if the box shows damage. In this case, if the screen was broken the customer could have just refused to sign for delivery, then called AW and explained the situation. Without a signature for delivery it would be pretty clear the computer was never in his possession so he couldn't have "misused" it.
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post #37 of 77
10/25/06 at 7:48pm
Thread Starter 
Quote:
Originally Posted by Hammerhead
I think the class action suit is a waste of time, just lawyers being lawyers...

You said earlier that Victor Ruiz said your claim had been approved. I know he's hard to get ahold of, but keep working on it and confront him with the information. If he said your claim was approved, now it's been denied you need to find out what changed.

I find it hard to believe that the screen was broken where it's broken in shipping as it would seemingly be impossible for it to break where it broke without damage to the keyboard, or the case, or the box.

However, you say you called the day it was delivered, and you were told the claim was approved, so if that's true just keep calling and trying to get ahold of Victor. He has to deal with a lot of crap, but he's a good guy. Lots of people try to put on over on him and Alienware though, so be straight with him about the situation. If you called right after the thing was delivered, it helps your case.

Well, the class action thing could get me money to help pay for the defective screen Alienware sent me. Not only that, I feel that Alienware deserves this for what they have done to me. I truly wanted to believe that Alienware was a great company, but after all this I know what once may have been isn't anymore.

I would attempt to get a hold of Victor Ruiz but I have already payed for the screen that they sent me broken, and I am positive that speaking to him wouldn't do anything based on Alienware's persistence that the customer is wrong; I'm sure he would try to tell me he told me something else, though he probably wouldn't even remember talking to me. I tried to get the other supervisor to bring up a voice recording of what Victor told me, but he wouldn't do it. Anyhow, any other help or advice is welcome.
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post #38 of 77
10/25/06 at 8:26pm
Quote:
Originally Posted by Atomicfog
Well, the class action thing could get me money to help pay for the defective screen Alienware sent me. Not only that, I feel that Alienware deserves this for what they have done to me. I truly wanted to believe that Alienware was a great company, but after all this I know what once may have been isn't anymore.

I would attempt to get a hold of Victor Ruiz but I have already payed for the screen that they sent me broken, and I am positive that speaking to him wouldn't do anything based on Alienware's persistence that the customer is wrong; I'm sure he would try to tell me he told me something else, though he probably wouldn't even remember talking to me. I tried to get the other supervisor to bring up a voice recording of what Victor told me, but he wouldn't do it. Anyhow, any other help or advice is welcome.

I've been involved in litigation, it always costs more than you'll even possibly recover. This is about the lawyer getting money, not recovering money for you.

If you feel you have a case, get your own lawyer or take AW to small claims court.

And I wouldn't give up on appealing to AW, especially Victor. If he said your claim had been approved there may be room for discussion. The one thing I've seen work with Alienware again, and again is persistence.
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post #39 of 77
10/25/06 at 9:25pm
Well Hammerhead knows of what he speaks. Couldn't agree more with open the package in front of the delivery person before accepting shipment, but this isn't a viable option most of the time...

It looks like you went ahead and cut your losses and paid for repair...kinda like pleading "No Contest" instead of "Guilty"...



Zoid
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post #40 of 77
10/26/06 at 12:04pm
the fedex guy waiting would been the best thing of course not everyone is expecting a bad screen or computer so it hard to forsee this things.

i agree with HH if you talked to Victor, then demand speaking with the guy until you do, as HH says he is a nice guy but has to deal with alot of BS from many people.

i do have to say if im confident i didnt broke the screen i wouldnt have pay anything to get it repaird, i would have keep insisting in talking to Victor since he had already toll you it was approved, Alienware is a great company, but as any company there will be issue that arrise that are out of the ordinary, like the missing CPU guy, ive seen cases of customer reporting similar problems to yours in regards of pysical damage and after AW has cover their damage then a post saying how they really did the damage and were "smart" enough to make AW pay for it.

ive had 4 computers from AW now, 1 desktop and 3 mobiles, i cant say they have been working perfect at the execption of teh m9700 but ive always been able to resolve the issues by either calling TS or CS, its truth some of the TS guys are hard to understand, but you just need to let them know this youll be amaze how much they can improve !!!!
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