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Anyone tired of AW's poor customer service? - Page 3  

post #41 of 106
3/23/07 at 7:32pm
Thread Starter 
Quote:
Originally Posted by bmwrob
And, yes, I've read the entire thread - in which you've repeated yourself numerous times.
Incidentally, that was an honest question, since I indeed have repeated my self numerous times.
post #42 of 106
3/23/07 at 7:38pm
Thread Starter 
Also worthy of note, my HD did crash again, but I was able to recover it using checkdisk. Obviously, that is not the "smoking gun" I'm looking for, and I will concede you could potentially blame WinXP.

Someone had "asked" (more of a jab really): No, I don't blame Bill. He's made me more money than he's cost me. :P
post #43 of 106
3/23/07 at 7:45pm
Quote:
Originally Posted by graymatter
Also worthy of note, my HD did crash again, but I was able to recover it using checkdisk. Obviously, that is not the "smoking gun" I'm looking for, and I will concede you could potentially blame WinXP.

Well, if you're interested, now's the time to ask for assistance, graymatter. HH and quite a few others here know their stuff - not to mention a few AW contacts, as well. Good luck.
post #44 of 106
3/23/07 at 8:39pm
Quote:
Originally Posted by graymatter
Thanks for the idea, HH, however, I already started a company building custom engineered solutions, and I've been very successful. I like to think it's because I build quality engineered solutions, and if any of my customers have problems, they can be sure I will support them. If their problem was my fault, i.e., my design, I will fix it for free or make it right somehow, even at my expense.

Then I await graymatterware and your screaming success at putting all current computer companies out of business with your trade ins, and free new systems for anyone that ever develops an issue. You said yourself you can't help but be succesful, and imagine how much business you'll get if I give you a good review.

Quote:
While I don't necessarily expect that level of support from AW, I expect more than "sorry, your SOL next month. so you say your new HD lasted 3 weeks? well then, first we'll send you a new HD..." Of course, I'm sure that is not their motivation, just their procedure.

Apparently you do expect that level of support from AW. You notified them finally that your hd died, and they promptly replaced it. Your response was to post here that they have poor support, malign them for not replacing your system or allowing a trade in, and called for a boycott.

Quote:
WRT the rest of your ranting, whatever. You obviously don't care to read or understand what I post, and are only interested in attacking anyone who is critical of AW.

That's pure BS. I've read your blather several times, and responded accordingly. YOU continue to ignore the points I raise, and attack anyone that asks why you didn't contact AW immediately when you had an issue, and also attack Alienware for prompt, polite support in addressing your issue.
post #45 of 106
3/23/07 at 8:52pm
Quote:
Originally Posted by graymatter
Hi Adam,

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.

Anyone that has told you in this string that said that AW offered them great support, you attacked as a rabid fanboy.

Quote:
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.

Nobody attacked you because you were critical of AW, we all asked why you didn't contact Alienware right away, and told you your demand for a trade-in, or a monetary gift to counter the "premium" you paid for your system is not only outrageous, it's not the standard in this industry or any computer company for that matter.

You were the one that started the name calling calling out me and boomheadshot.

Why don't you grow up.

Quote:
I even went so far as to apolgize for offending anyone, yet the attacks continue.

You apologized for upsetting people for insulting Alienware. Nobody here is offended by that, we just can't understand your ridiculous sense of entitlement, your demands, or your dissatisfaction with Alienware's prompt and polite response to your support issue.

Quote:
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.

Now you attack Adam...

You said AW's support was poor, you said they sell poorly engineered crap, and you called for a boycott.

How do you settle that with your now claim that you merely said they were polite?

Where is all this info you were going to supply to support your claim that inherent heat issues with the 7700 caused massive hd failures for customers?

Quote:
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.

Now you're going to compare a $70,000 BMW to a $4000 computer?

LOL!!!

BTW, I own two 7 series BMW's, and I can assure you the support and service s great, but VERY EXPENSIVE. BMW will not offer you a complete refund to be applied to a newer model because the radio broke.

Where is your string saying BMW support is poor, they sell poorly engineered crap, and that they should be boycotted?

Quote:
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?

Now you compare commercial servers to AW's laptops?

Might I suggest you purchase your next Alienware through AW's corporate division. Not only will you get a volume discount like HP's commercial division, you will get superior support because YOU'LL BE PAYING FOR IT.

Quote:
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.

You are apparently completely incapable of reading your own posts. Why is it then this string isn't entitled "...Hammerhead's poor posts", and why aren't you calling for a boycott of Hammerhead?

Again, you had a hd failure, you contacted AW, they politely and promptly replaced your drive. You then accused AW of poor service, selling poorly engineered crap, and called for a boycott.

Quote:
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.

I hope you buy elsewhere. AW does not take trade-ins. AW does not take used systems with a hd failure in on exchange for a new system.

Find a company out there that will, and let us know who it is.
post #46 of 106
3/23/07 at 8:53pm
Quote:
Originally Posted by graymatter
Hi bmwrob,

I disagree. If he had stated his problem, he would only have drawn more criticism for what he should have done or expected.

How would you know? Perhaps if you'd come here and stated your problem, you'd have received help like the hundreds of others that come here and post their issues without the smarmy attacks and implications that somehow you deserve more than your warranty allows.
post #47 of 106
3/23/07 at 8:56pm
Quote:
Originally Posted by graymatter
Hi basicvisual,

Thanks for your positive post.

I fully understand that Clevo designed the 7700 and not AW, but AW is selling and supporting them. I don't expect AW to know they are good or bad at the onset, but if problems arise, I just hope that they wouldn't leave their customers in a lurch. Maybe Clevo's are great, maybe I'm wrong, but I've seen too many "I've replaced the Mobo 3 times" threads for me to form a positive opinion.

Alienware did not "leave you in a lurch". They promptly and politely sent you a replacement drive as soon as you notified them of your issue.

Quote:
So far, AW has followed their normal procedure in dealing with my problems, as HH is fond of reminding me, and I hope that they continue to ensure that my 7700 isn't defective, even if the same problems I have now reappear after the end of my warranty. After all, how many HD's does a PC have to eat before you suspect the PC?

How about more than one...?

AW has no ability to confirm your personally installed hd failed, nor do they have any responsibility to offer support for customer added hardware.

Are you unable to read your warranty, or are you just thick?
post #48 of 106
3/23/07 at 8:59pm
Quote:
Originally Posted by bmwrob
Something you don't seem to understand, is that lots of posters have problems, but before getting angry and going off, they ask for help (and nearly always get it) - they don't issue warnings about companies first.

bmwrob, stop attacking graymatter like a rabid fanboy!

Quote:
I think anyone who has read your posts understands what you've been through, but you chose not to ask for AW's assistance initially. There may have been some time during which your machine would have been away, but whatever is causing the particular problem with the hdd in you laptop, may have been caught and repaired had you given the company the opportunity. I wish this had been a better experience for you; I think you approached the situation incorrectly, though, here at NBF.

OMG, stop attacking graymatter, I'm appalled. Oh the humanity...

Quote:
GBP Fan was simply adding to the already burning fire by posting with so little substance.

I can't believe the attacks, poor graymatter is being abused beyond all reasonability.

Face it, AW sells poorly engineered crap, their support is poor, and they deserve a boycott until graymatter receives a complete refund and a new m9750 because of a hard drive failure.

Man you AW suck ups are incorigable...
post #49 of 106
3/23/07 at 9:08pm
Quote:
Originally Posted by graymatter
Hi moidoc,

Thanks for chiming in.

I'd like to point out what I believe is a flaw in your argument. You suggest I am not following AW tech support procedure because I replaced my own bad HD, then you suggest that AW should not have to trouble shoot my 7700. Keep in mind, that AW's repsonse was the same as mine, they replaced the HD. Also, keep in mind, I AM following AW TS procedures. There is apparently no other option. I think everyone can agree that no procedure can take in to account every possibility, and I am suggesting perhaps their procedure is flawed since they are repeating my efforts, wasting my time and theirs.

moidoc clearly lists AW's support policy that is on their website, and in their warranty. You failed to follow procedure, and in fact AW is explicit in stating that they do not offer support on any customer added hardware without AW's assistance.

Now it's not your fault for not contacting AW and following their support procedure, it's Alienware's fault for not having their policies match your whim...

Unbelievable.

Quote:
I'd also like to point out that I am willing to pay a restocking fee, only receive partial credit on the return, or whatever, should AW determine that there is a problem with my 7700. I only asked that they either test and verify for themselves, or extend my warranty to cover whatever problem I am experiencing, again, at my cost. What is wrong with that?

If you're in the first 30 days of ownership, Alienware will accept your return with a restocking fee if you refuse to allow them to address your issues. Since you did not do that, they will apply their procedures and policies, no matter how much you don't like the fact they are standard in the industry, and clearly listed on their website and in the warranty.

They are not obligated to analyze your machine because of a simple hd failure, they are not obligated to give you money back, or take a trade-in because you failed to follow their procedure.

Quote:
A comparison to what other "5-star service" companies do is perfectly relevant, especially HP.

Comparing HP's commercial server policies to AW's gaming laptop is not relevant. Buy yourself a laptop from HP, then call them after six months and demand a full refund to be applied to a newer system and see how far you get.

Quote:
I'm also not saying AW doesn't have the right to deny extending my warranty, denying my requests, or anything else. I'm only stating that I think that their CS policy sucks, IMO, and I would prefer if they would adopt a more customer friendly approach, again, IMO, since I paid so much for their product, exepcting "5-star support". Who knows, eventually maybe they will, maybe the won't, but for now, the response has been less than stellar.

This might carry some weight if you actually used AW's CS policy. You didn't. You came here and smeared the company because they wouldn't give you money back for a simple hd failure, that they wouldn't take your system in for analysis when it's not warranted, and that they won't allow you a trade-in on a used system like NOBODY IN THIS INDUSTRY SEGMENT DOES.

Then you called for a boycott.

I wonder if AW was able to post about customers, how they'd address your BS...

Quote:
Again, I did NOT "take a do whatever I say approach", as you put it. I asked what my alternatives were, and they were few, i.e., "take what support we offer or don't". Again, I have only stated that I am unhappy with that policy, and I have NOT demanded anything from AW. I think you are reading too much of what HH is posting and not enough of what I am posting.

You took a do whatever I say approach. You were given your options, and they were unacceptable to you even though they're clearly on the website and in the warranty.

You then came here and attacked Alienware, and any forum members here that took issue with your smears, and asked why you didn't simply call support when you had an issue.

And now you submit post after post after post saying you never said that, and that you are being attacked, and that Alienware was prompt and polite in their support.

You are very confused.
post #50 of 106
3/23/07 at 9:10pm
Quote:
Originally Posted by moidock
I see. However, I have seen your posts, keep in mind again that I'm trying to keep a neutral approach.

I am not saying that AW has the right not to troubleshoot your system because you installed your own HD. You specified that you went ahead and did your own repairs without telling them, if you would have told them about your issue first perhaps this whole situation would have been different.

If by more customer friendly approach you mean do what I say or want, the point is the same. Again comparing procedures from one company over the other is the same also. They cannot go beyond their policies or support.

I know you are trying to offer them to take the system back to purchase another but they cannot or do something they can't.

Again, I am not siding with HH or any other reps here. Simply by reading your past posts I assume that you are simply upset because they don't (can't) take your offer and they must stand behind for something you tried repairing yourself and that is what you consider flawed in their policies and because of that you are calling a boycott against a company.

Tip: Attacking regulars in a forum won't get you much love either.

I personally think he's lucky AW is willing to send him a replacement drive, as their policy is not to support customer upgrades with third party hardware. Who knows what damage he caused in the process.
post #51 of 106
3/23/07 at 9:22pm
Quote:
Originally Posted by graymatter
What do you suppose that I don't understand? Did you read the entire thread?

I have worked with many companies, some which I have already listed, regarding a pruchase. My suggestion was in response to what support I see others receiving in addition to the polices which I have experienced.

I have given AW the opportunity to find and fix the particular problem that caused 2 HD's to fail, yet they just sent me a 3rd HD. It's like having a flat tire: you keep putting air in it, and it keeps going flat. You take it to your point of purchase and ask for them to fix it, and they just put air in it and say "let's see if it does it again" because that is there TS procedure, and their CS policy doesn't allow that you already tried that.

You did not involve AW support in your issue, so your attacks on their support are misplaced.

AW's policy is to replace a bad component that fails, they've done so. Your decision to buy your own third party hardware and attempt a repair yourself is not their issue, it's yours.

And if the air is leaking out of your hd, please contact AW asap and I'm sure they'll be happy to send you a patch kit.

Quote:
I am still continuing to give AW the opportunity to find and fix the problem. I expressed concern that my warranty would expire before my 7700 ate the new HD, however, and I wanted some guarantee from AW that they would see it through. Note, they could have accepted my laptop back in to depot, run their full suite of tests, fixed whatever is wrong (if anything), and returned it, and I would have been happy, but that was not an option. I guess that requires commitment to customer support, like maybe a 5-star commitment, which is the point of my complaint.

You asked for support in a delayed manner, they ignored your attempted repairs though they didn't have to, and promptly and politely replaced the failed component.

You've received excellent support, it's a shame you didn't contact them earlier. It's not Alienware's responsibility to monitor your issues. Hopefully your situation is addressed, but if the warranty runs out before the issue arises again, that's your problem.

Have you ever purchased a warranty before?

Quote:
I did spend nearly 4 hours on the phone with AW before posting my dissatisfaction with their policies and the apparent quality with the Clevo units.

Thank you for your extreme sacrifice.

Quote:
So far, I have not received any help here at NBF, except from AW-steve (Thanks Steve!). What I have received is criticism and insults for not doing what others think I should have done.

You didn't ask for any help, you accused AW of poor support when by all accounts they responded to your issue promptly and politely. You demanded a monetary gift because your hd failed, you demanded a refund, you demanded a trade-in, all things AW policy does not address in your circumstance. Then you called for a boycott.

Where is it you asked for help?

Quote:
When do I qualify to post my dissatisfaction?

When your whining has merit.

You're welcome to bash AW and forum members all you want, and we're welcome to respond as long as it's within forum rules.

Unless of course you think the forum rules are bad and should be changed...

Quote:
For the record, dealing with AW is a LOT less of a problem than dealing with some of the posters here at NBF (which admittedly, I don't have to do). This board doesn't tolerate differing opinions or criticisms of your apparent-favorite systems integrator. A simple "no, I don't think I'll boycott AW. I don't mind the service or having to replace my mobo every year" would suffice. Even a "I've not had any problems with AW or AW CS" is welcome. Let someone post "I didn't care for AW CS", and the criticisms of the poster begin.

That's your opinion, but judging by your ridiculous post and replies, your opinion doesn't count for much in my book.

Reread my first response to you and tell me where exactly you were mercilously attacked.

Quote:
If you were going to invest $4000 to $5000 on a laptop, wouldn't you want to know that people are having problems with them? Then why should I not post a warning to prospective AW/Clevo customers? Isn't that the point of this forum? I see people everywhere asking for reviews on new products. Isn't it fair to give a negative review when warranted? How about an opinion? I'm sure AW sales will not be hurt by my post, and if they were, I'm sure AW would sue me unless I could prove everything I've said, and to date, I have only stated what has happened, and MY opinion of it.

We deal with customers that have issues regularly. The problem is you don't have an issue. You had a problem and Alienware addressed it once you finally contacted them.

You are the one making accusations and insults aimed at Alienware and forum members here.

You are the one saying AW's support is poor though they promptly and politely replaced your failed component.

You are the one saying a hd failure means AW sells poorly engineered crap and that this is a known fault with clevo systems.

You are the one demanding monetary gifts for your inconvenience, refunds not in compliance with the warranty, and trade-ins for your system.

And you are the one calling for boycotts and insulting forum posters.

Buy a mirror.

Quote:
I thank you for your wishes, and I agree that apparently, here on NBF, I approached this situation incorrectly.

Thank you for finally posting something that's true.
post #52 of 106
3/23/07 at 9:23pm
Thread Starter 
Thanks, HH. I wish my 7700 were as predictable!

Please show me where I attacked anyone that was not a response in kind.

Please show me where I called anyone a "rabid fanboy".

Please show me where I promised you any numbers.

Please continue to show everyone what a fantastic "Community Rep" you are.

You've already made your opinion and your rapier wit well known. If what I say bothers you, why don't you just go away? No one is forcing you to participate, and you are admittedly not contributing, not even trying.
post #53 of 106
3/23/07 at 9:24pm
Quote:
Originally Posted by bmwrob
I am beginning to suppose that you're angry because some people answered you in a less than civil tone, and now are taking your anger out on everyone who posts and has the audacity not to agree with you. And, yes, I've read the entire thread - in which you've repeated yourself numerous times.

Do you suppose other posters (your readers) haven't spent a fair amount of money on machines which had problems? FYI, I'm using a machine at the moment which spent more than six weeks back at the factory for repair. I was infuriated with the delay, but it's worked well since (and it's not an AW; all companies have problems occasionally). The main difference between you and the rest of us who have had problems, is that we gave the builder an opportunity to address the situation prior to calling for a "boycott" of its products.

You haven't received any help here at NBF because you haven't asked for any, graymatter. You posted to complain about the service you received asked for a boycott and an "amen." Regulars in these forums consider such posts to be trollish, disrespectful and insulting. Had you simply asked for opinions or help, you'd have gotten what you wished for by posting here.

I wish you well in the future. If you remain here, I hope you'll change your attitude slightly - you'll enjoy yourself.



Can I get an Amen, and a boycott of graymatter for his poor posting?
post #54 of 106
3/23/07 at 9:26pm
Quote:
Originally Posted by graymatter
Also worthy of note, my HD did crash again, but I was able to recover it using checkdisk. Obviously, that is not the "smoking gun" I'm looking for, and I will concede you could potentially blame WinXP.

Someone had "asked" (more of a jab really): No, I don't blame Bill. He's made me more money than he's cost me. :P

Now we're finally getting somewhere.

Have you contacted AW support about this issue, or are you going to wait until the warranty expires, then blame AW?
post #55 of 106
3/23/07 at 9:31pm
Yeah HH and Graymatter had a kinda friendly post! w00t ! Ok now lets keep this going, both of you kids play nice (hopes it doesn't get anyone pissed off). Just trying to lighten up the mood. Its scientifically proven that laughing is very healthy.
post #56 of 106
3/23/07 at 9:31pm
Quote:
Originally Posted by graymatter
Thanks, HH. I wish my 7700 were as predictable!

Please show me where I attacked anyone that was not a response in kind.

Please show me where I called anyone a "rabid fanboy".

Please show me where I promised you any numbers.

Please continue to show everyone what a fantastic "Community Rep" you are.

You've already made your opinion and your rapier wit well known. If what I say bothers you, why don't you just go away? No one is forcing you to participate, and you are admittedly not contributing, not even trying.

What assistance do you require, dear boy?

You're not here for help, you're here to bitch.

And I'd suggest before you malign my reputation, you do some reading around here and see if I've been able to help anyone that's asked for assistance.

It's funny, most posters that come in here with your attitude quickly stop the BS, and ask for help. Your stubbornness and unwillingness to do so is telling.
post #57 of 106
3/23/07 at 9:41pm
Good grief, someone lock this thread.
post #58 of 106
3/23/07 at 9:43pm
Quote:
Originally Posted by Groove75
Good grief, someone lock this thread.

This is a very poor thread!

I demand a full refund!

Everyone here boycott this thread!
post #59 of 106
3/23/07 at 9:45pm
Quote:
Originally Posted by Hammerhead
This is a very poor thread! I demand a full refund! Everyone here boycott this thread!
Shmultz (once again tries to lighten up the thread with a funny word)
post #60 of 106
3/23/07 at 11:21pm
Thread Starter 
Quote:
Originally Posted by Hammerhead
This is a very poor thread! I demand a full refund! Everyone here boycott this thread!
I see why your "reputation" is turned off. I don't have to malign your reputation. Apparently, you do that yourself. I saw the sticky about "helping out" your reputation. I guess the admins found a way to prevent it from being bad.
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