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Still getting Crappy Srevice..why???

post #1 of 7
1/22/09 at 12:10pm
Thread Starter 
Well here it is a week later and stll not resolve from Alienware, i purchased one of your " Top of the Line" laptops, it's financed thru your company, it's not worked properly since I recieved it at Thanksgiving time (the day before to be exact ) , spent many hours with tech service, installed parts you sent per your tech, still doesn't work properly, communicated with Armando at Alienware and was reassured that Customer Service is of the highest priority and my issuse will be resolved... my question is when??
I am tired of this.. past tired.. refund me my money in full, I will send you back you crappy product, and you all can keep your crappy Customer Service promises for the next idiot that purchases your bottom of the bowl product and I will buy a better HP or Samsung laptop that atleast cares about the customer and not procrastination systems that lead to ill feelings about a product!!! I'm glad I didn't buy a desktop too.. damn glad as I was going to if this product met all advertised expectations

Solve the problem, refund in full and I will then return your product and we'll be done

Thnak you very much for the disappointment in your product
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post #2 of 7
1/22/09 at 10:20pm
Have you sent it in to let them fix it...If you havent then you havent allowed them to fix the laptop....I will tell you from experience HP sucks with customer service and their products crap out alot... my friends laptop motherboard fried one day after his warranty...
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post #3 of 7
1/22/09 at 11:19pm
Thread Starter 
No I haven't, they have told me they would send heat sink with fan (I guess complete) to me. No-one has contacted me in 2 weeks, Armando from AW responded with , he has put this to a priority and what I believe is I would recieve a response shortly, just seems like another stall tactic, they think they got my money and now I'm way, way on the back burner. I have read others with similar issues and AW doesn't seem to respond to them either.... I wish I'd read something like this before I aquired this laptop, but I have my ways and they are in process. bought 3 year inhouse 24/7 warranty but it seems useless also. I'll only send it in if they give me a $ 2,500.00 deposit as so I get my Ulimate Gaming laptop back. If not let them send a technican out here to fix it on my schedule...no payments till this is fixed to my satisfaction and now I'm going to be hard to please..I paid extra for service and I'll wat till this laptop is dust before another dime leaves my pocket. I requested a full refundand they refused due to the fact that their tech told me to hang on to computer that a replacement part was on the way... 3 weeks ago...damn this is getting old quickly as I am patient up to a point..
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post #4 of 7
1/22/09 at 11:25pm
If you dont call them and tell them that the parts didnt fix it then you are on your own....Emails get lost....HP will make u send it in no matter what they wouldnt have even sent you the parts so call them and send it in...Be nice on the phone and explain what is wrong with the overheating and how you have already replaced the heatsinks etc and its still doing it... and they will ask you to send it in... if you are nice they will go above and beyond to help them...
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post #5 of 7
1/23/09 at 12:09am
Thread Starter 
oh they are great.. just haven't followed thru with any promisses, still waiting 3 1/2 weeks for a heat sink after I requested heat sink pads for when I installed the slave vid card..i refused to give them money on my credit card in the event they didn't have part and charged me anyway, which I see they have done to other people.. It's like buying a new car and having to put up a deposit to have it towed to the dealership to get it fixed under warranty.. or asking to work on it yourself in your front yard, charging you for the replacement parts and holding your money til you send them back...or kinda like buying a new advertised quaily car and once they get your money , everyone is nice toyou but when you have a problem no-one responds with help.. so you just sit and wait while you look at your new product in peices and pay for it.. where is the fairness and quality as advertised?? all things have problems, yes, but getting them fix and keeping the customer happy is what will bring in more business.. products can fail but customer service and resloving the problems can not, if it does.. your business will fail.. you agree?
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post #6 of 7
1/23/09 at 12:18am
I agree about charging for new parts sent to you and you get a credit back when you send the old part back.... but as a customer I know to call the company and talk to a rep not send emails.
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post #7 of 7
1/23/09 at 9:54am
Thread Starter 
Please understand.. I have called and I have sat on hold waiting.. over 538 minutes last month on cell phone. and again all i get is apologises for the delay and excuses .. it's hard to sit on hold at work when you are on a commission basis and yet still paying for useage on the cell phone as work does not allow it, enough of that. do you have a special contact inside AW that will assist me in fixing this problem quickly, if you do please let me know and I'll make one more attempt to solve this problem..phone calls on my end are not recorded, e-mails leave a paper trail for future reference for whatever reasons..seems they would tend to be more aware of the e-mails....


Thank you
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