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I'm being MISSLEAD by AW, need some feedback!  

post #1 of 59
6/2/05 at 7:39pm
Thread Starter 
Hey guys,

This site is amazing! I found it when I first ran into my AW problems and now I hope that your feedback will help me solve my recent problem (and hopefully my last!) I purchased a 7700 on the second day they were released. From the very get go I had problems with customer service
But anyways, my problem now is that AW goofed up on my order! I had ordered 2 gigs of 2 x 1 gig sticks and was told it was high performance corsair or kingston ram! Well, I got 4 x 512 mg of SLOW Apacer Ram (The latency on the ram was a joke!). So I've been calling back AW and they keep giving me a run around story of where my ram is! In January/February I've had been calling AW back and I got the impression they don't want to send me the ram they promised because they're being frugal! After being told that i would be contacted, I finally I made a call today, and they've agreed to send me 2 x 1 gig sticks of Samsung or 4 x 512 meg sticks of Corsair because the ram they were going to send me, the manufactures (corsair) had stop supplying them with it!
Now I've been noticing that some people have 2 x 1 gig Corsair Ram in their stats and wondering is AW trying to misslead me and settle for what they're willing to give me at this point, or demand that they give me what I was promised?!?!
After severe delay problems, order mix ups (not just this ram problem!), billing issues and the worst customer service and technical support ever, this will be my last alienware product! This is suppose to be a custom built, permium computers with service that reflects the price, not some mickey mouse company that can't even give me proper specs about their products! (Come on now, it's shameful when they themselves can't relate to the geeks buying their products which probably compose their target audience!)
Please give me your feedback, I would greatly appreciate it! I'm tired of dealing with AW and I just want to get this over with! I'm up to any suggestions. If anyone else is having any problems, could you also give me a shout, I would greatly appreciate it!

Thanks for readying, be awesome for some input,

ConFEWscious


post #2 of 59
6/2/05 at 7:56pm
ConFEWscious:

I looked over the notes on your account.

It does seem we do not have the type of memory you were inquiring on.

I will further look into this.

Please do call the agent you spoke with so he can set up the order if you are going to go with the memory he told you we have.

I do apologize for your issues you have had with us.
post #3 of 59
6/2/05 at 9:14pm
Hows that for service?

Servicepwned

Thanks Juan
post #4 of 59
7/11/05 at 1:59pm
Thread Starter 
Great service...they can't keep their story straight, and they dont' see why I'm mad because i recieved the wrong order!
post #5 of 59
7/11/05 at 5:42pm
So let's see, they come all the way here and offer you help you and you just don't want it.

Ever tried working with them instead of battling them? That provides more results. Juan is offering you to straighten things out to make you a happy customer.

Of course I'm no one to tell you what to do, but it is your choice wether you want them to help you or just continue ranting.
post #6 of 59
7/11/05 at 8:02pm
I have to agree with ConFEWscious, if you order something and expect something then you should get that and not compromise considering you paid and wanted that product. Appearently AW has a history of basically given customers a combination of RAM to reach the 2gig customers has ordered. Oddly most customers are now going with 256 RAM then odering the extra on there own for a user install. Its like you go and order a shirt online. Then the shirt comes in a different color and size, same design but different color and size, what do you do, keep it, sent it back, or ask for what you ordered. You go to a resturant and order a meal, well it comes back not to what you ordered, do you deal with it, get something else, or demand what you ordered especially if you went to these places for this particular product. I think this is what is wrong with AW people are just going with the flow and not demanding the products they ordered, or demand AW fix a problem, they are just dealing with it so AW is saying, why should we bend over backwords or produce a good product when we are getting away with this deceptive practice. I think AW is heading toward disaster with its poor customer service and degrading product selection. Overall I have to agree that if you buy something, order something, you expect that product to be exactly the way you ordered it. If we let everyone just deal with it then our products will soon start to degrade unless we demand better products and fix the ones that are a current problem. Good luck with the RAM, You may just have to sell it on EBAY and buy some from Newegg.
post #7 of 59
7/12/05 at 6:53am
Juan does an amazing job with these issues when they happen, which is very infrequently so I think it is in your best interest to do what he recommends and resolve this issue in that manner....it may take a little more effort on your end but you will get what you wanted and the fact that Juan states they did not have what you requested, it is most likely a communication error and not an attempt on AW's part to mislead or have you settle for something you consider less than what you thought you ordered....I think most of us who own an AW would agree this is not how AW does business
post #8 of 59
7/12/05 at 9:57am
Dual post, I think it's Alienware's fault!!!
post #9 of 59
7/12/05 at 10:03am
Did you pursue this early on, or is this something that came up long after you bought?

You're right, you should get what you ordered, but at this point it look's like that's not possible. I don't think this is a common complaint with Alienware.

I've always received exactly what I've ordered, and I've personally found that when I've had an issue with hardware they've been more responsive than any other computer company I've dealt with. You do have to follow up, but they've solved my few issues in my favor. I've had a video card fail, a sound card I didn't like, and a stick of memory fail, and AW replaced them all with upgraded product. *I have five AW's*

I'd work with Juan, and get the best memory you can at this point. I'd advise you to stick with one person at Alienware, get their email address, and follow up regularly until your situation is satisfactorily resolved.

It's a shame this happened, or that it wasn't caught earlier.

Good luck, and I hope they get you squared away.
post #10 of 59
7/12/05 at 11:47am
I don't think Corsair has ever stopped making the sticks because they are one of the only series of DDR2 SODIMM they sell.
Try to look for the model number on Corsair.com and check pricegrabber.com for sellers. I am sure you will find many.
I guess the real problem is that Alienware no longer takes the model in due to some marketing strategies.
post #11 of 59
7/12/05 at 1:22pm
ConFEWscious:

Unfortunately we do not have the memory you originally wanted. I do see in our notes that you did go for the alternative memory and have already started the swap order.

I have PMed you with more information concerning this.
post #12 of 59
7/12/05 at 1:29pm
Quote:
Originally Posted by Alienware-JuanG
ConFEWscious:

Unfortunately we do not have the memory you originally wanted. I do see in our notes that you did go for the alternative memory and have already started the swap order.

I have PMed you with more information concerning this.


Interesting....seems there is a little problem with what really happened...I still do not think AW will ever do a bait and switch, I have always gotten just what I ordered....I think Juan is being honest and is trying to resolve this issue as quickly as possible but it appears there is a communication problem here....good luck and I still think working with Juan is your best option
post #13 of 59
7/12/05 at 5:25pm
Thread Starter 
Quote:
Originally Posted by Hammerhead
Did you pursue this early on, or is this something that came up long after you bought?

You're right, you should get what you ordered, but at this point it look's like that's not possible. I don't think this is a common complaint with Alienware.

I've always received exactly what I've ordered, and I've personally found that when I've had an issue with hardware they've been more responsive than any other computer company I've dealt with. You do have to follow up, but they've solved my few issues in my favor. I've had a video card fail, a sound card I didn't like, and a stick of memory fail, and AW replaced them all with upgraded product. *I have five AW's*

I'd work with Juan, and get the best memory you can at this point. I'd advise you to stick with one person at Alienware, get their email address, and follow up regularly until your situation is satisfactorily resolved.

It's a shame this happened, or that it wasn't caught earlier.

Good luck, and I hope they get you squared away.
I've been pursing this since January. It's now July. I find it hard to believe that they haven't had the 1 gig sticks for this long now? I find it convienent enough that their phone logs are biased to show that they've tried to deal with the problem and for 6 months now the problem hasn't been resolved yet.
I find it also very amusing that they're trying to tell me I orderedd 2 gigs worth of ram and they have provided me with it, which is true...BUT...in the wrong configuration. Even on their website you cannot just simply choose a certain amount of ram, you have to choose how you like your ram to be delivered (ie 1 gig with 2x512 or 4x256).
I don't know, for a company with a reputation to deliever prestige products aimed for gamers who are geeks, and at most times they don't know their products, keep contradicting themselves. They really should post that up with their advertisements.....
post #14 of 59
7/12/05 at 7:00pm
Irregardless of what happened - thank you, Juan. Always happy to see you reading the posts here and helping out.
post #15 of 59
7/12/05 at 8:33pm
I also would like to thank Juan for keeping tabs on us monkeys...I'll say a big 'thank you with butt grabs' for the creator of this thread as he seems afraid of a little ham spankin' to show his appreciation.
post #16 of 59
7/12/05 at 9:25pm
are "butt grabs" like "love handles"?...Beavis has love handles, right? or midget hands of love...well, never mind, Red has a woody or was it a wooly...this is all to confusing to me
post #17 of 59
7/12/05 at 9:35pm
lay off the meds doc
post #18 of 59
7/13/05 at 5:58pm
Quote:
Originally Posted by Zelly
lay off the meds doc

you mean I cannot smoke my house plants?
post #19 of 59
7/13/05 at 11:16pm
Thread Starter 
well, with all this gratitude, i'm still looking for an response to my problem from the carrier of this supposed holy grail of customer service...you konw, the one that got a 5 star rating....must of been one expensive purchase......
post #20 of 59
7/17/05 at 10:41pm

Reputation

I can't believe the amount of complaints I read about AW shoddy customer service and their unreasonable policy's.
Are they so big that they don't give a crap about their customers and repeat business. The illogical answers by customer service that are stated on these forums make one think that AW hires morons as tech service.
I can't believe management does not do anything about the situation.
One can only make two deductions out of this ie they have plenty dough they could care less if they loose customers or they are so cash poor that they have to cheat and lie and hope the customers get frustrated and accept the condition they are in.
This is not the typical American business policy I am accustomed with.
I sure hope that they improve and make their customers happy.
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