Normally I would not do a write up like this considering “How tos” for everything are pretty much covered on the Alienware Support Site, but I feel obligated to write about my experience with this upgrade to PROVE to people how Alienware goes above and beyond to give you the best support possible. I made a post in this thread a few weeks ago, talking about needing the caddy and cables to install a 250 GB laptop hard drive I purchased. Unfortunately, the caddy and cables were not included in my initial purchase which was made back in the spring of 2006. Alienware typically gives you two weeks to determine if any parts are missing, otherwise you will need to pay for it. So after calling and making a post here, explaining my disappointment in having to pay for a part to which they told me on the phone they were out of stock on, I receive an e-mail from James at Alienware’s Critical Issues Department:
Firstly, what other vendor, that you know of, takes the time to go above and beyond to make your customer experience more enjoyable or even the best you would/could ever get? I cannot think of any other example where a support agent would take the time to read through countless threads on a busy internet form and cater to customers. Secondly, it feels like we only hear the bad Alienware stories, coming from one time posting members or “lurkers” that just want to rant off their bad experiences and drive you away from Alienware; This is pretty much the reason for this post. I am not obligated to say anything. And I am guessing that most of the time people who receive this kind of support, do not take the time to fill our surveys or even go as far as to make a one sentence post about their great Alienware experience. So here’s my one sentence. Alienware’s Support is F@@king AWESOME! They continue to impress me and continue to convince me that making a purchase through them is a purchase I will not regret. Thank you James and Thank you Alienware. Very satisfied Customer -Duke PS- I’m going to add pictures and a quick write up/install of the 2nd hard drive, even though the guide is already posted on the Alienware Support site, because I like writing, and I like posting pictures and- hell who am I kidding I like posting. 
You can find the guide here.
Quote:
| Greetings, I am from Alienware’s Critical Issues Team. It has been brought to my attention that you are in need of the hard drive caddy for your 5750 laptop. So I can better assist you with this, I noticed on your Notebook forums thread that you accepted an offer to purchase this item from another member. If you would like, I can send a replacement caddy to you at no cost. Please contact me at your earliest convenience. Thank you, James. |
You can find the guide here.
Sounds like they took care of you duke, seems like most of the negative stories can be equally blamed on the consumer...they need to learn to help AW help them.
