But that's typically true with any company offering 24/7 support.
post #41 of 54
2/4/05 at 9:15pm
Originally Posted by zeke04
But that's typically true with any company offering 24/7 support.
Originally Posted by Alienware-JuanG
The procedure that Alienware followed for troubleshooting your system Ekko was correct.
Even thought the grinding noise you reported would be indicative of hardware failure, our agents are trained to follow all procedures to make sure it was not related to any possible software conflicts or issues. This is done because many times an issue can be resolve in this manner instead of having parts replaced.
I do apologize for the improper packaging of your part. This should have been done correctly before leaving our facilities.
The procedure for parts replacement consists of two options for the customer.
A "swap" of the part would require the customer to ship the defective part back to us first and once we receive the defective part, we would send out the part replacement to the customer. As you can see, the part would take longer for the customer to receive using this manner
The second option, and the quickest, is to do a “part first” and have the customer receive the part replacement and once they receive it, they send back the defective part. With this method, we are required to pre-authorize the charge/cost on your credit card. Even though these funds do not appear in your “available balance,” they are not deducted from your account, but are only on hold until we receive the damaged part at our facilities. This procedure is the most recommended and the quickest.
I will bring your issues up to the proper personnel and have them look over it and review it.
Originally Posted by Fenix
I don't feel for you at all. You sound like a drama queen to me. AW is not going to just mail out a brand new drive to everyone who thinks their's is broken. They have to go over the trouble shooting, and if anyone dragged their feet it sounds like it was you. Trouble shooting should not take over 3 days. Maybe you were busy, but if you're losing so much money per day by not having this machine up, then why not re-arrange your schedule?
After you finally reformated what did they do? They sent you out a brand new drive in working condition. They charged your account for $132 as a DEPOSIT. They didnt bill you for it, as soon as they got your old one back they would refund the money. This is so people don't say "Hey my x800 xt video card is broken, can you send me a new one" then go off and sell their old working one on ebay.
You said all and all it took you 5 weeks. The only fault i see is yours. You said shipping took at week. So say trouble shooting took a week, which it shouldnt have. Thats 2 weeks tops. The other 3 weeks seem like they were you're fault.
If you dealt with more companies or knew anything about business you would find that they handled you as any company would, and quite frankly i think your just crying about nothing.
Good Day. Long Live Alienware.
Originally Posted by apex430
Personally, i think ekko flew off the handle.
not to defent or bash aw or ekko.
dealing with CS is a 2 way street. be calm and curteous and they are usually the same back. be rude and you won't get anywhere.
as eloquent as ekko's letter to AW was he was still missing the vital info.
his account #, the name of the CS he dealt with, date and time of call.
basic info so that next time he called back with same complaint he would have a way to help the CS track down his previous call.
but if ekko was really running short of time, i would have just ordered a new portable dvd/cd drive first. it saves more time, gets ekko back in the business quicker, and saves a lot of stress. then ekko can send in the damaged unit for repair, service, credit, whatever. sure he's probably out $132 innitially, but it's better than being down 3+ weeks.
think of it like cell phone insurance, you pay your $3/month. when you have problem, they still expect you to pay $35 before you get anything.
i'm not sure about electron's statement about dells. their policy regarding dead pixel is pretty strict. i have an 8600 and complained about a dead pixel - no love from dell so i returened it as defective. sure it's a $859 laptop but it's my $859 laptop.
i think next time if any one has problems with their AW, just call AW-JuanG
his # is posted in the forum. calmly explain the situation and let him work it out for you.
Originally Posted by Hammerhead
Yeah, but you ended up with a Dell. Poor shmuck...
And... you were able to sell your 51m for no loss, what does that tell you? You tried to sell your Dell for no loss? LOL!!
Simple fact is you can buy a Dell cheaply and get crappy performance with crappy support. After three or four replacements, you might get one that performs acceptably for someone that isn't particularly picky about performance.
For about the same price (sometimes even less with the XPS line) you can get an Alienware that performs as well as any computer out there, and if you follow the procedures, AW support is very good. Much, much better than the horror of Dell home user support.
Or you can pay a lot more for Voodoo or Falcon Northwest and have a fancy paint job to show for the difference. FN has excellent support, but with what you pay they should, and as far as Voodoo is concerned, I've been to their forums, and they have numerous complaints they delete after resolution.
Bottom line. You want a computer so cheap they don't question sending out replacements by the dozen, and you're not bothered by proprietary featurless motherboards, buy Dell. I find it hilarious that the only positive I ever see about Dell is that they respond quickly when their machines inevitably take a dump...
You want the best bang for the buck, go Alienware. Their pricing is much better than the "boutique" boys, and their build and component quality leaves Dell in the dust.
If you want fancy paint and snootitude for your thousands of dollars more, consider Voodoo.
And if you have the money for an unlimited system and you want performance, look at Alienware's ALX, and Falcon Northwest.
Doing your homework will show you where the real value lies. Alienware has a wide range of products that none of these other companies offer, and if you're not a dick and you follow their directions, Alienware's service is second to none.
Originally Posted by ambitwogunz
Originally Posted by Craig
If anyone has something positive to add here, send it to Aurora or myself in a Private Message and we'll post it here...
Originally Posted by madscientizzle
My 7700 is too good to be true its like..a god but without the supernatural powers but sometimes I think this thing does have some. My AW exoerience as been lack of better word Perfect (knock on wood) Nothing went wrong and the result= a supernatural Computer