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Worst...company...ever - Page 4

post #61 of 80
9/18/07 at 6:23pm
Thread Starter 
No, I didnt blame alienware for me forgetting to plug in one of the sli connectors. I totally admit to that being my fault. And alienware did know about me applying AS5 from the first time I did it months ago. And alienware DID NOT GIVE ME FULL CREDIT to my new machine. They gave me credit that equaled the value of my 7700, which was around 1200 I believe. I still forked out a good 1500 into the 9700. And with my original machine, my original warranty expiered while it was still in their hands. I acknowledge the fact that it was my own fault that the warranty on this machine has expired, and I acknowledge the fact that, if I put in over 12 hours of my own time (thats how many hours I've logged on my cell trying to contact someone who actually knows what they are talking about), alienware did eventually buckle. In the feedback email I just received, AW fully admitted to having an impact on my sour opinion. They even apologized for putting me through so much shit over the last few years...

"Dear Bryan **********, we regret that the relation between ourselves and yourself has left you in a state of disapointment with our company. We realize that with your original Alienware notebook you experienced nothing but greif, and that we could have, and should have done more to assist you.

Vergillio has made me aware of your situation with your present notebook, and how you were unable to upgrade your warranty due to financial reasons. Because of such, and because we have not been able to improve your satisfaction with our company, we are offering you the option to purchase a full warranty for either one year or two years."

the rest of the email was explaining the process I must take, and prices and whatnot.

My opinion on the management of alienware has changed for the better, yes. But my distrust towards the customer service at all levels untill you reach management is still the same. I feel that going to them for help is a dead end, as I have never gotten the support that I was looking for untill I reached an escelated case.
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post #62 of 80
9/18/07 at 11:21pm
Quote:
Originally Posted by MrG00DWrench1 View Post
Well, im my personal opinion (which I am fully entitled to), AW does not treat its customers like they are buying Veyron Bugatti...those of you who know what I'm talking about, Veyron Bugatti owners each get special treatment...Instead, AW treats their customers more like they are buying a Dodge Neon, where everyone is treated the same because everyone buys a crappy run-of-the-mill car. AW laptops are said to be the best of the best, at least for power, and as such they should be treated like they are buying a one of a kind piece of technology. Anyways, back to helping me :P
Looking to see what facts I didn't get straight I ran across this post. If your computer cost half a million dollars, like the Veyron, Alienware would have made enough profit to treat you special. However, for your Alienware you paid about one third of the cost of a Dodge Neon. If you brought a broken Dodge Neon into a Dodge dealer after you had worked on the car and after the warranty had expired and and asked for free service, they would laugh at you. Then, if you swore at a service rep like you said you swore at Alienware, do you think they would give you better service than Alienware has given you? dt
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post #63 of 80
9/18/07 at 11:24pm
Quote:
Originally Posted by MrG00DWrench1 View Post
AlienRod, I do not mess with overclocking my gpu's (at least not intentionally).....
That was a funny fact that I missed.
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post #64 of 80
9/19/07 at 8:58pm
post deleted - see my next one
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post #65 of 80
9/19/07 at 10:45pm
I am defending Alienware here for a few reasons. I am impressed with there tech support and also, since they aren't defending themselves here, I would like to take a stab at it. Before buying my m9750, I had owned two Dell Computers and one Gateway. I thought Gateway and Dell had marginal customer service. They tried but I was not impressed with there ability to read to me from their manuals because it often didn't apply. I have talked to Alienware service twice while trying to dual boot xp and Vista and both times Alienware's service was outstanding even though I was really on the boundry of what they should cover. So, I am impressed with their support. I realize my experience with them is limited but it seems to me their policy is to try to make their customers glad they bought an Alienware.

I agree that customers of Alienware probably expect premium service because they paid a premium for the computer but is Alienware making premium profit? Can they afford superb service? We bought our Alienware's because of the high performance and that is purely a function of the components used and the most expensive components are required to achieve this level of performance. When I compared the price of my M9750 to the best notebook I could get from Dell, the price of the m9750 seemed reasonable. Since Dell's prices are very competitive in a very competitive industry, I think Alienware prices are fair and there isn't excessive profit margin in their prices. If Alienware was inordinately profitable, they would have more competition. As it is they have little to no competition for the m9750. PC Mags latest issue said that, at least for now, M9750 is the best notebook you can buy. Also, they reason they were sold to Dell is that they couldn't make enough money on their own to grow their business.

Here is another reason I am sympathetic with Alienware. When Alienware customers write about there awful service, we never hear Alienware's side of the story. I wonder how often a customer goes public about an Alienware "Nightmare" when it is obvious to Alienware that the customer overclocked their computer or screwed up an application of Arctic Silver...or any number of customer enflicted failures. We never hear Alienware's side of the story.

I am sure that some people have legitimate complaints about Alienware but I am positive they are not the worst company ever. In fact, they might be my favorite company right now because I stoked with my new computer.

dt
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post #66 of 80
9/20/07 at 3:15am
Thread Starter 
Ok, well here is a legit complaint that may lead to legal matters. As I stated previously, AW is allowing me to purchase a new warranty. Well, all these errors on my system for the last week or so have not been driver issues or anything of that matter. My hard drive has completley failed, and I cannot even format. At the moment I'm using an old presario I found in my closet (5 years old probably) but thats besides the point.

Today got on the phone to purchase my two year warranty. I give the lady my credit card info correctly, and she puts me on hold for a good 10 minutes at least. She gets back on the phone with me and tells me the credit card was declined, and that we'd need to try a new one. Hmm, thats funny, because this credit card is my business credit card that I rarely ever use, and I was 100% positive there was nothing incorrect about the info I give her. So I tell her I'll give them a call back later.

So I call capital one and ask them to review any transactions that were made in the last 24hours, and sure enough, there was a transaction that was completed with AW for the exact amount of the warranty purchase. I ask her if the transaction had been completed or if the money was just on hold or something strange like that, and the lady assured me the purchase was complete.

I get back on the phone with AW and they still say that my card was declined. This enfuriates me, but I keep my cool and ask to speak to the person who has been handling my case for the last week. She says she could not connect me, and that she would leave a message for him reguarding this matter. Now I have to wait 24 to 48 hours for my rep to call me, but in the mean time I am about 240 dollars out, and no warranty gained.

So thanks again for backing up their pristine customer support record. This is just another point for you, dst. Alienware is totally on the ball this time
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post #67 of 80
9/20/07 at 3:59am
That is weird. Please keep us informed.

By the way, you used your "Business credit card"? I thought you were out of work?

Anyway, I hope it works out and you get your computer working again real soon.

dt
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post #68 of 80
9/20/07 at 5:15am
after reading this whole thread from start to finish, i wish i could retract my last post. i feel very little compassion towards the thread starter. i think you're just being a little brat. life's hard. shit happens. deal with it.

and good luck.
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post #69 of 80
9/20/07 at 7:48am
Quote:
Originally Posted by MurderCityDevil View Post
after reading this whole thread from start to finish, i wish i could retract my last post. i feel very little compassion towards the thread starter. i think you're just being a little brat. life's hard. shit happens. deal with it.

and good luck.

Edit button FTW. Just delete your old comments.
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post #70 of 80
9/20/07 at 7:57am
Wow ... Alienware goes out of their way to allow you to extend your warranty, and you have an issue with your credit card so your next step is to threaten legal action?

There could be lots of things happening with the credit card transaction. Guess I'd get to the bottom of it before I would post a public comment about legal action against the company that is allowing you to extend your warranty.
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post #71 of 80
9/20/07 at 12:07pm
Some credit cards show a hold on funds as a full transaction because reps only see the transaction as a charge, I have had that happen before.

Talk to AW and ask if the transaction has been processed and the funds released, if not, you can make a conference call with them to sort things out.
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post #72 of 80
9/20/07 at 2:31pm
Good luck, I'd do what moidock suggested... Have yourself and the bank, conference in with AW..
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post #73 of 80
9/22/07 at 4:06am
Thread Starter 
Quote:
Originally Posted by dst View Post
That is weird. Please keep us informed.

By the way, you used your "Business credit card"? I thought you were out of work?

Anyway, I hope it works out and you get your computer working again real soon.

dt

If you notice, I've never said I AM presently out of work. I was during the month of August just past when my warranty ended, but I am back at work, and thankfully in a much much better position.

Quote:
Originally Posted by shazza View Post
Wow ... Alienware goes out of their way to allow you to extend your warranty, and you have an issue with your credit card so your next step is to threaten legal action?

I never once brought up the notion of legal action to AW. I just mentioned it here because you never know with these things. Sometimes stuff gets drawn out and in the rare occasion, one must take legal actiions in order to see their money again.

Quote:
Originally Posted by moidock View Post
Some credit cards show a hold on funds as a full transaction because reps only see the transaction as a charge, I have had that happen before.

Talk to AW and ask if the transaction has been processed and the funds released, if not, you can make a conference call with them to sort things out.

It turns out the transaction was fully complete and the lady that had helped me that said it was denied was new and misread something on their side, but AW had to actually refund me that money because for some reason they did not see the transaction in their history. Eventually I had the bank contact AW and they got it situated, and I was able to finalize my purchase of my 2 year warranty, and get a new hard drive shipped out.

And for everyone here who is just taking a chance to poke at me, calling me a little brat and whatnot for not getting my way--Who the **** are you to pass judgement on me? When did it become part of the law that I am not allowed to complain about a company in which I have NEVER had a pleasent experience with? I never ASKED for the warranty extension, either. They offered it to me. I have fully admitted to the fact that I should have and could have been out of luck because I COULDNT AFFORD to purchase a warranty. You are not me, and you dont know the shit I've delt with from this company, and trust me, it is a lot more than I have posted about. I have more than enough reason to have a sour distrust with AW, so I respectfully have to say SHOVE IT to those of you who are just using this opportunity to mock me.
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post #74 of 80
9/22/07 at 12:23pm
You are free to complain about AW and complain about us and we are free to complain about you. God bless America and forums.

dt
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post #75 of 80
9/22/07 at 4:55pm
Quote:
Originally Posted by dst View Post
You are free to complain about AW and complain about us and we are free to complain about you. God bless America and forums. dt
OWNED!
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post #76 of 80
9/23/07 at 1:55am
Ok guys, settle down please and keep this civil.
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post #77 of 80
9/23/07 at 1:50pm
I agree, we shouldn't bash each other here. Some folks have bad experiences and are entitled to rant. It looks like this situation will get resolved and I think that's great!
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post #78 of 80
9/23/07 at 7:47pm
Glad you got your warranty extended. Hope that helps solves your problems and you end up with a computer you are happy with.
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post #79 of 80
9/23/07 at 9:16pm
Quote:
Originally Posted by dst View Post
You are free to complain about AW and complain about us and we are free to complain about you. God bless America and forums. dt
Perhaps the OP would have been happier if he had had the experience I had with Sager? I purchased a Sager 9860, 3 year extended warranty and all, from PCTorque.com. Turns out the 9860 had a bad quality motherboard in it. Same as every other 9860, as well as the AW 7700s.. Same motherboard. Long story short, the company I had my warranty with, ATS, went out of business. I call Sager, looking to get SOME sort of compensation, considering they built the computer. I am offered 10% off of repair costs. Oh gee, thanks. I didn't even get offered free shipping on the repair. So, Mr. OP... I look at it like this. Considering what they COULD have done, AW absolutely BENT OVER BACKWARDS for you. I certainly feel absolutely NO sympathy for you because you didn't buy the extended warranty. If you could not afford the three year warranty, then you are living paycheck to paycheck and couldn't afford the laptop in the first place. The next time you feel the compulsion to whine about AW, think of me, who lost his total $3700.00 investment because Sager refused to pick up the slack of a third party warrantor. Personally, IF I was silly enough not to buy an extended warranty, and the company saw fit to let me buy one after my intial warranty lasped, I would be kisisng their feet , because it is OBVIOUS they are trying to please you. Russ - The guy whose Sager went out while he was deployed in Iraq. And the guy who got screwed even though he did the right thing and bought the extended warranty.
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post #80 of 80
9/24/07 at 4:41pm
Yup, Russ. Same thing happened to me with my 9860. Only the company I bought the machine from went under. I bought the extended warranty, and no way to use it when the motherboard died. Pissed me off.

I will never purchase another Sager machine again.
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