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My First Bad Encounter with Alienware Support

post #1 of 33
12/13/04 at 4:59pm
Thread Starter 
Kathleen Martinez: Hi, my name is Kathleen Martinez. How may I help you?
You: Just a quick question...
You: Are there any plans for an upgrade past the MR9700 for us 5500 users?
Kathleen Martinez: there is nothing set yet
You: Is Alienware going to phase out the 5500 with the release of the 7700?
Kathleen Martinez: no
You: So that means the chances are high that an upgrade for the 5500 will be available in the future?
You: How about motherboards....will there be a motherboard upgrade to support PCI-E?
You: Quoted from an ATI press release: "From December 2004 onwards, MOBILITY RADEON X800 will be available from such industry leading notebook designers as Alienware, Eurocom, Rock and Velocity Micro, with additional designs to be announced over the coming months. MOBILITY RADEON X300 will also be featured in many upcoming next generation mainstream OEM designs." Does the Alienware implication refer to just the 7700 or does it also include the 5500 (given a motherboard upgrade), it's a bit vague...
Kathleen Martinez: I don't have those specifics at the moment
You: So ATI has a jump on what you plan to offer as opposed to the company itself?
Kathleen Martinez: yes
You: I find it a bit strange that Alienware has not yet responded to the flurry of rumors of such things and leaving us all in the dark.
You: Well, that shows a lot for the integrity of the company.
You: Thanks anyways.
Kathleen Martinez: your welcome


I find such ignorance and disregard for company appearance as an insult. I did not spend $3500+ for the color. Makes me second-guess the company. I hope they are all not like this.
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post #2 of 33
12/13/04 at 5:02pm
i wouldnt really say that is a "bad Encounter "... sure that support agent didnt know much about the upcoming events alienware may or may not realease, but you cant really blame that on her...
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post #3 of 33
12/13/04 at 5:04pm
Thread Starter 
I'm not blaming anything on her, but her sarcasm got to me.
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post #4 of 33
12/13/04 at 5:06pm
seems like AW's CS is slipping. we are seeing more and more posts about bad encounters raginging from little things like this to big things like losing up to 500 bucks. i hope they chaneg soon.
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post #5 of 33
12/13/04 at 5:55pm
...maybe they can't give out any information?

What does it matter if you know when the new cards are going to come? It won't change the fact that they'll come when they're ready. Also, ATI only has the jump because they've sold cards to AW before, and know that AW will more than likely (as is the case with every other god damn AW computer) give people a choice between ATI and nVidia. :P
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post #6 of 33
12/13/04 at 6:11pm
K[H]eMiKaL:

The current status of any card past the 9700 for the 5500 is ongoing. Our Product Group has been working for some months on the 9800 card.

The ATI press release is informing that the MOBILITY RADEON X800 will be available for companies.

Currently I do not have an update on this.
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post #7 of 33
12/13/04 at 6:14pm
K[H]eMiKaL:

What the agent informed you is correct, she was not being sarcastic in any way.


We both work in the same office.
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post #8 of 33
12/13/04 at 6:17pm
Quote:
Originally Posted by Alienware-JuanG
We both work in the same office.
oww, gettin hot in here. go juan!
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post #9 of 33
12/13/04 at 6:27pm
Some like it hot. Good ole Dancing Juan. Machismo!
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post #10 of 33
12/13/04 at 6:46pm
Thread Starter 
Quote:
Originally Posted by Alienware-JuanG
K[H]eMiKaL:

What the agent informed you is correct, she was not being sarcastic in any way.


We both work in the same office.

I would like to apologize for the misunderstanding, when I say sarcastic I wasn't referring to the information. I was referring to this "You: So ATI has a jump on what you plan to offer as opposed to the company itself?
Kathleen Martinez: yes "

I find that kind of attitude to be somewhat demeaning.



I would also like to thank you for taking the time to clarify the information in the press release and on the upgrade for the 5500. I appreciate it.


Orionark: Knowing the possibility of an upgrade and/or a timeframe for that upgrade allows me to adjust my budget accordingly. See, us 15 year olds don't have jobs during the school year that pull down $40/hr .
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post #11 of 33
12/13/04 at 6:48pm
How was this a bad experience? Because you asked a bunch of questions in an arrogant way and weren't given information you wouldn't have gotten from any other manufacturer? Brilliant...
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post #12 of 33
12/13/04 at 7:12pm
Thread Starter 
This was a bad experience because I was ignored (note that you don't see the 15 minute spaces in between the questions), I was responded to in a sarcastic way, and absolutely no information came out of that. Now, granted I was somewhat frustrated due to the long wait times, it was hardly arrogant. It was a bit rough at the end, yes. But how would you feel, being ignored by a representative of a company to whom you gave your money to?
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post #13 of 33
12/13/04 at 7:36pm
Quote:
Originally Posted by Gossard267
How was this a bad experience? Because you asked a bunch of questions in an arrogant way and weren't given information you wouldn't have gotten from any other manufacturer? Brilliant...
Exactly. This is pretty lame. an obvious attempt to script a response from Alienware. and for what reason?? to make a thread with this title. (lame!)
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post #14 of 33
12/13/04 at 7:39pm
Sorry but that's how the real world works. If this rep even has an answer to your original question she probably can't share it with consumers. And some of your last few questions were basically just insults. What kind of response were you expecting from those?
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post #15 of 33
12/13/04 at 7:40pm
Quote:
Originally Posted by aurora
Exactly. This is pretty lame. an obvious attempt to script a response from Alienware. and for what reason?? to make a thread with this title. (lame!)
I gotta agree with these guys, sadly. I think that you just asked the questions in a slightly rude a manner. Sorry Khem...
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post #16 of 33
12/13/04 at 7:43pm
Quote:
Originally Posted by K[H]eMiKaL
"You: So ATI has a jump on what you plan to offer as opposed to the company itself?
Kathleen Martinez: yes "

I find that kind of attitude to be somewhat demeaning.
The way the question was put together can easily be misconstrued to be something else. The chat support department is there to make quick answers without going into detail of company plans, and personal opinions.

I'm glad that JuanG joined in the conversation to clarify.

It seems that JuanG frequents a lot of forums and approaching the ones that others would not like to deal with. Another forum has demanded a show of results fro JuanG's efforts and how he well he does in turning a "bad situation" to good. I have seen it here many times, and I have to give KUDO's to JuanG for representing AW in the way that he does.

I wonder if JuanG wears adequate protection when he goes to work. He takes a beating, but he goes on with the same enthusiasm as he did when I first saw him in this forum.
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post #17 of 33
12/13/04 at 7:45pm
Yeah i agree, CS people dont have to kiss your ass. If your rude to them what do you think they will be to you? And i dont even think she was rude at all, she just didnt know
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post #18 of 33
12/13/04 at 7:51pm
booooo!!! *hisss*
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post #19 of 33
12/13/04 at 7:58pm
Ive seen Juan around.

when Juan is there its put up or shut up time. lol, I wonder how many of them people with "complaints" actually contacted him. there is just too much crap out there and it all adds up and people start believing it. we have lost a Lot of NBF AlienwareForums members to a Good Alienware machine.
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post #20 of 33
12/13/04 at 8:15pm
Thread Starter 
I do not feel the first few questions were very rude at all, however we are all entitled to our opinions.
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