Complaint: Alienware Support

I am not going to make this a long winded post but I just needed someplace to complain.
First let me say other than the problems I have had with my Aurora m7700 notebook I have been rather happy with it.
Now I have had problems with it in the past and I have even had to ship it back to AW to have it fixed. But what has happened to me in the most recent case has literally gotten me so irate that I have taken measure that I would not normally take.
I will give the briefest of histories here. I have been having shut down issues with my system (overheating) and working with Tech Support (that is another long long story) we determined that the heat sink for the CPU needed to be replaced. Fine send me one. So I wait a few/number of days for the heat sink to show up. Take it out of the box and go to install it myself (now I paid for onsite service but did not want to wait for them and have to take a day off, again another long story) and low and behold it is the wrong one. I call AW back right away telling them it is the wrong one, they tell me no it is not. I get a supervisor on the phone and he agrees it is wrong. He personally tells me that he will send me the right one 2nd day. I get the second one and guess what? Yup the wrong one again. So I call AW again and they say they will look into it. Well now they are going to be sending me another heat sink. Again I got a guarantee from a supervisor that it will be the right one only after I had to call the when they promised they would call me back. Plus they will only ship two day and not overnight, fine just get me my part.
So I am so completely disgusted with the level of service I have contacted a lawyer about this issue, but that is all I will state about that. I have also filed a complaint with the better business bureau. I have also called the office of the president at Alienware and left two voice mail messages. I do not expect to hear back from the office of the president but maybe the better business bureau and a lawyer can get me some satisfaction. For the price of these systems the level of service should not be this poor.
This post got longer than I intended and I am sorry for that, but I could have said a lot more. This has been a complete and utter failure on the part of Alienware… Thank You for taking the time to read this…

You don't sound like an asshole so no worries there...
And I am sure you understand from what you descibed...

Now let me reply though...

First they did not offer to fix it in house, it has already been repaired in house...

Second they did offer onsite warranty and yes I did refuse it. They only offered it because it is part of the warranty package I purchased. They would have sent me the wrong part anyway so the tech they would have sent would not have been able to fix it anyway.I would have accepted the onsite service if it in anyway voided my warranty...

Third I am impatient, you are damn right. I am impatient with incompitence. I would be out of a job and my company would be out of business if we treated our customers like they do (your own story proves my point).

Sending the wrong part twice IS REALLY A BIG DEAL... That is my whole point. They did not offer me any other method that would have resolved the issue, they would have sen the part them I would have to wait for the tech and it still would not have been fixed...

I expect a certain level of professionalism and suppoirt from a high end computer company. Again this is not the first issue I have had and the service has always been poor...

Look we can go around and around on this. I really wish the situation were different, but this is affecting my job and livelihood at this point. If there support were any good or even competent I would not be complaining. You cannot argue the fact that the support from them is atrocious. I work as a tech support person; I am MCSE, MCDST, Network+, and A+ certified among others. If I or the company I work were like AW support I would be out of a job and my company would be out of business. I don’t think I am asking too much to have my problem fixed correctly and in a timely fashion. When it was screwed up once, fine I can accept that mistakes happen. When it happens twice and they are not will to expedite the issue or even offer an apology and to resolve it and ensure it will not happen again that is a problem. Also the third shipment they were going to send was again going to be the wrong one until I called them and told them it would be the wrong one. They still would not admit they were wrong… I am sorry but this is incompetence and plain apathy for their customers… I have not even touch on the fact the m7700 had tons of overheating issue and the support people never sent out a notice, recall, or a fix. They only time they even acknowledge there was a problem was when you, the customer, brought it to their attention the they still would not offer a fix right away…

Update:

So I got the notification the part was shipped and under the description it shows that they are once again shipping the wrong part… I am on the phone with support AGAIN, on hold and waiting to see what their explanation is going to be and what they intend to do about it…

UPDATE:

Just got off the phone, they "say" that the shipment I am talking about is the wrong one, but I am getting the right one. That they are now shipping me two different heat sink, one is the wrong one and the other is the right one. But they could not tell me if the right one has shipped or not...

Thank You

Thank you for the reply and I sent you a PM with my account number I hope you can help...

Well another update... The part (the right one) from what I can tell has not shipped and I am not even sure I will get the part. I can not get an answer to whether they even have the part. The superviser I spoke with said that if they don’t get me the right part then I will have to ship it to them. I don’t understand how that will help if they don’t even have the part available but oh well. Over and above that though it I will be with out it for even longer now no matter what and if I have to send it in then I have no idea when I will have a working computer. This gets more and more like a bad dream the longer it does on…

Thanks for replying to my posts though it is good to have someone as a sounding board…

Update:

Gents who asked my machine is still under warranty for at least the next six months or so...

Now to the update...
I have escalated my problem to the CEO’s office… but that is another story. So I am going to make this quick. When they called me back to give me an update they stated that not only do they not have the part available but also that they have no idea when that part will be available or when they can even get the part. So what have they done to make this right you ask? Well they had me send them my computer… I am guessing to buy more time. So now I have no idea what is going on with my computer or when or even if it will ever get fixed or if I will ever get it back. I am completely disgusted right now… When I email the CEO’s office I get my read receipt back but no email telling me what is going on… Oh well I guess I rented a laptop for a couple of years for $5,000.00. Good thing I have contacted the better business bureau and filed a complaint, don’t think anything will come of it…

Another Update:

Ok so I have not heard back from anyone at AW so I decided to call myself. My Rep I was working with was unavailable to to talk with me so but the person I did talk to told me that my machine is repaired and on it's way back to me. The only problem is that they replaced the HDD cable and not the heat sink. Now I have never had any problems what so ever with the HDD's. The problem is that the machine shut down after it boots... So they are sending me a system that will not work when I get it. So now I have no idea what to do. AW will not answer my emails and call me with any kind of update. This is going to be even more of a problem than I originally thought. Wish me luck...

Don't know...but it really does not matter. The computer starts up, runs for a bit the shuts dowm... So not a hard drive problem.

OK I don't know the temps but I also how to diag a computer and figure out what is wrong with it. I could have made a mistake but I also know that the problems I am having are not related to a hard drive cable.