Hi everyone, Sorry for the inactivity. With all the criticism I've seen I was unsure of whether I should update my post, but I decided that it is for the good of the community to update it. Right now I just want to say that I know I'm greedy, maybe even unreasonable, but if you're going to leave a comment like that, remember I'm updating so that you will know what happened so please keep the criticism to the minimum. I had a nice long two hour talk with a Technician named Max, He recommended himself that I ask for a replacement laptop as compensation, however he does not have the power to provide compensation himself. So I emailed Alienware this:
Quote:
| Dear Alienware, I understand that the Alienware Company is highly respected for its quality service and performance. In addition, I am very patient and persistent; but every person has his limits. Attached are pictures that I took in both shock and disappointment. The pictures were taken as I carefully unwrapped the laptop of its packaging after an Alienware repair service was performed. When I emailed an Alienware technician these pictures, I recall that I was told, "Sir, do not attempt to turn on the laptop in its current condition - it does not look safe." When I asked for compensation, he responded, "I am not authorized compensate you for the time and stress which the company has put you through and I highly suggest you contact a Customer Representative for the compensation." Thus, as an Electrical Engineering student who decided to invest in an Alienware product, I am in denial and disbelief with the situation, which stands before me. If you look up my account's records, you will see that my laptop was sent in (and the motherboard was replaced) at least four times. Looking back at the pictures and services I received, I am sure that this is not what you, Alienware, pride yourself in. My experience as an Alienware product owner has not been met by what was promised when I purchased the laptop. Therefore, I would like to give you, Alienware, a chance to redeem your company's flawless reputation. I believe that you, Alienware, will agree that it is reasonable to credit me a minimum of $1,602.00 the amount I paid for laptop plus $265.00 the amount that I further invested for the 3 year extended warranty – a grand total of $1,867.00. With this credit, I will order a replacement from your company. This will allow for you, Alienware, to show me the real meaning of being an Alienware product owner. Although nothing can turn back time and stop me from making the initial order, I believe that crediting me the full amount that I had invested in Alienware is the only way to show how much the Alienware Company treats its valued customers. |
In response I got this:
Quote:
| On behalf of Alienware, I do apologize for any inconvenience you have experienced. Unfortunately, we are sorry to inform you that we are not able to offer you any type of compensation for this situation. We understand that you have been inconvenienced by the problems you have experienced, and we sincerely do apologize for that. Regretfully, Alienware Corporation does not have a compensation program at this moment. You are a valued customer and we apologize for the inconvenience this issue has caused. |
The next day I received a missed phone call at work so I call back during my lunch break. I waited on hold so long that I wasn't even able to finish eating my lunch. (You can only eat so fast on the phone) However in the phone call they offered my 4x$25 Amazon.com gift cards. I repeated what I said in the email and they stand firm with this one offer. Then I asked for extended warranty and they told me that they will see what they can do. At home I received an email stating that I was approved for 1 month extended warranty.
Quote:
| Thank you for contacting the Alienware Customer Service Department. As per your request, we already checked your account. A period of one month was approved as an extension of your warranty. This is going to be reflected on the account once you call us and inform us if you accept it. Thank you for choosing Alienware and have a nice day. |
I was unsatisfied with this since I payed so much for the 3 year extended warranty so I asked for that in credit. Here's the response:
Quote:
| Thank you for contacting Alienware. We regret that you are not satisfied with the warranty upgrade we offered you as compensation for the inconvenience you had. Unfortunately, we are sorry to inform you that the $100 Amazon coupons and the warranty upgrade are the only type of compensation we can offer you for this matter. It is important to mention that at this time Alienware does not have an exchange program that would allow you to replace your system for a new computer. We apologize for any inconvenience this situation may cause. |
Just out of curiosity I asked if they ever had the program since E-dirt claims:
Quote:
| ouch... I got my 7700 back from repair after week and it died 5 hours later... I ended up getting a new 9700 out of the deal. |
And Alienware responds:
Quote:
| Thank you for contacting Alienware. Regarding your inquiry, please be informed that Alienware does not have or has had an exchange program. Nevertheless, Alienware is constantly offering new products, alternatives and solutions to our customers, so we might be offering this type of deal in the future. We recommend that you check our website regularly for the most recent updates. |
I'll let you judge yourself what that means. I too tired to post what I think of this myself. So here I am a week later after my supposed 2 day shipping without any contact from Alienware. (Usually Alienware is very good about emailing me when they receive my laptop) Again, I am without a laptop and the new quarter starts tomorrow.
