You are correct. I don't expect to see postings from people saying everything is great, but I do expect to see postings of AW customers complaining about their product or support. What I also expect, however, is that the poster comes back and says an AW CS agent contacted them, and AW earned their 5-star support claim.
What I don't expect to see is the community (or the community rep, in this case) attack the poster because he was critical of AW. Why the admins allow personal attacks, misquoting, and name-calling in a support forum is beyond me. Why don't you call off your dog? He's a "community rep" after all, and I'm assuming you're an admin.
I even went so far as to apolgize for offending anyone, yet the attacks continue.
I also can't say I undertand your post. You are as guilty as HH for misquoting. I suggested a boycott against AW's laptops until the resolved their quality issues. Perhaps a bit extreme, but still I made a point. I don't recall ever saying "rallying the troops for an overthrow". I praised their personnel's professionalism, and I've only criticized the Clevo brand and AW's support of it, suggesting that if they knew these laptops were unreliable, then they should offer alternatives to those who are unhappy and having problems, and not just me either.
Ever been to a BMW forum? BMW dealers suck, but when you have a problem with your car, and it's BMW's fault, they a) tell you, b) fix it, c) extend your warranty to make sure it's not a problem. I have even seen BMWNA offer to help a guy that bought a car, out of warranty from a non-affiliated dealer, which had a particular engine problem for which BMW had originally offered a replacement under warranty, and it hadn't been replaced on this particular vehicle. Furthermore, this paricular owner knew about the problem beforehand AND that the car was well out of warranty, yet when he complained, BMWNA still offered to deeply discout a replacement. BMWNA is an example of 5-star support. I could go on, ad nauseum about how impressed I am with BMWNA and my personal experience with them, but I think the point was made: BMW is an expensive car, they have excellent customer service (even if you are initially unhappy with the dealer), and you pay for it. AW sells expensive computers, they claim to have 5-star support (and the jury is still out, IMHO), and I paid for it.
If the car example it too far-fetched, then let me give another. I purchased several HP servers last year. At one time, I was unhappy with HP CS (which is in India BTW) because they could not send me a freakin box (called a return kit) even though I provided the HP part number, and I was willing to pay for it. They said "sorry, you are unhappy with our service. Return the server in any box you can find, and we'll give you a refund", although, I didn't want a refund, I wanted a box. This was nearly a year after I had bought the servers. How does AW CS compare?
Additionally, the only person really causing heated discussions here is HH. You don't have to like my opinion, you don't have to read it, and you certainly don't have to attack me because my professional opinion is that the quality of the Clevo laptops is poor, and I'm unhappy with AW CS policies.
If you hadn't read the entire thread, then let me assure you I have already taken "the next step", but like everyone else who spends an inordinate amount of money on a high-performance machine, I expect satisfaction from my purchase. The fact is, I'm shopping for several high-end PC's for my office, and if AW wants my business, they are going to need to show me the quality of their support. I don't blame them for the product being bad, but the support for their product is what I question.