Alienware service sucks

This is why I decided not to buy a M15x. I went to best buy to buy a tv and stumbled upawn a Asus g50vt. Bought it and canceled my order with Alienware when I got home. This lappy is amazing for the cost. They better get their chit together.

Ultimately this is a paradigm downfall of AW and the like, when u market yourself as high end, customer expectations become very high, sometimes unreasonably. When you falter even a bit, whether it be in good faith or a complete lack of competence, you doom yourself to violent customer dissatisfaction.

On the other hand, if No Name, had used any kind of due diligence when it came to purchasing a top end laptop, an AW, or say proper screen cleaning techniques... he may have avoided some heartache.

Yeah we know what happened sux, we are sorry for your trouble.

My point is, had you spent any time researching, including this board b4 purchase/repair attempt, you would have known that situations like this occur quite often with AW and other companies. So please dont whine.

This kind of stuff happens with HP and other companies...like archalien said....

I think reading these boards leaves an impression that is often too negative because in general people with negative experiences are more likely to vent about it than those who don't have any issues whatsoever with their system (and this is not limited to AlienWare).

I agree with archalien's comment that the brand premium also leads to high expectations which are not always realistic. I'm sorry to hear the OP's story and hope AW makes a show of good will and compensates you for your troubles in some way (store credits etc.).

I think the FINAL point is, if AW made a mistake, they WILL make it right...Sh1t happens...get it fixed...ask them to throw in an extra coffee mug or something, not many people have those and it will make you feel important again

Oh yeah, the bloke that messed up on the checking of the system will get dealt with acordingly and there will be one less incompetant person messing up at AW. So call 'em up and get this problem sorted!

Unfortunately he prolly wont, and even if he did he'd prolly get replaced by an even more incompetent bloke who would have already had the job had he not been so incompetent. AW employs low skill low pay workers to do those jobs, and for those employees Im sure its not much different than working at UPS or such, its not like they give every employee a new 17x upon hire..... Realistically we know they cant afford to pay a highly educated high salary person for that position who might have a better service record (and is still human and thus prone to an occasional mistake), nor does the AW nepotism policy have enough cousins to fill every position to give it that "my families company" ownership touch (especially now owned by dell), in the end its the best that can be done in a capitalist market company competing in a world economy and not really an evil decision by AW brass to screw customers and get over.

The sad thing is, when AW was smaller, you got a beeter feel of the personal touch, that AW paid employees to take personal ownership over each laptop in their facility to treat it as the cure for cancer and take care of it accordingly. Its no surprise with success and huge growth that this gets lost quickly, again its the nature of business and happens to ALL companies regardless of market.

I tend to agree and even experienced this with my current company. It always tends to start off small and personal and then companies grow to become large and political...

However this should not stop somebody in a senior position, for example a "Quality Control Manager" taking action against somebody that is not performing to company standards. Corrective action in this case should and "MUST" take place. In turn this should create ripple effect to other employees with similar or same responsibilities that mistakes like this should not happen and if they do, corrective actions WILL occur.

A small personal apology to the customer advising that this would not happen again and the person responsible has been dealt with would not hurt neither. Now how about that coffee mug?

I do understand the concerns here and I have been an AW customer now for many years and own 3 x systems from this company and am now looking at my forth. It is sad to see them becoming too large to stick by their ground roots standards....

I too have been a long customer. I have bought a 5620d,766,A7700,5700,9700 and two desktops. Companies are starting to build these systems and putting them out for sale at local stores. This will I think catch up to them as it did Dell.

You need to take punitive action, thats the only thing that will make you feel better. Alas it wont get u a working AW any sooner. Filing fraud charge claims with your credit card on the original purchase as well as the 650$ charge tends to get things moving in the correct direction in my experience.

Can you please restate this, Im not sure we understand how you feel about AW.....

Oh yeah, for immediate relief, see my previous post....

...

I don't care if you rant about the bad service you received, but the graphic description of that particular sentence is why people complained about it and I removed it. Just keep it toned down enough and you'll be fine.