Alienware trouble continues
The motherboard was supposed to be ordered on the 22nd. I haven’t heard from Alienware or an on-site tech. Today is the 30th (9 days later) and no contact from Alienware, so I called back. They requested 48 hours to find out what happened to the motherboard. NO. I transferred to customer service to get a faster answer. The wrong motherboard was ordered. That problem was not fixed; instead nothing was done. I doubt they would have ever noticed or followed up. I have less than two weeks remaining on my 30-day return warranty and they have not been able to make the machine work. I am not confident in their ability to fix it anymore. I asked to return the machine for a full refund. Policy states a 15% restocking fee. I said NO, it was defective on day one. It never worked. Thus far tech support has not been able to fix it. I’ve spent hours upon hours on the phone with tech support. No restocking fee. Get a supervisor. Same 15% restocking fee from the supervisor, no budging. I expressed my extreme disappointment in Alienware. She said she will personally call the on-site staff and order the correct motherboard. I will get a call four days from now about on-site tech support. I shall reserve further thoughts.
-Grouchy Travoli
I am sorry to hear about the trouble you have been having with your desktop and our service. This is not typical of the Alienware experience and I will do what I can to make sure your issues are resolved in a satisfactory manner. Please E-mail your account information to my address at Steve_lopez@alienware.com and I will see what I can do to make this right. I apologize for the inconvenience.
Regards,
Steve Lopez
Support Forums Administrator
Alienware Corporation
I welcome your help Steve. E-mailed.
Travis, if this all falls though, I’ve been hearing really good things of late on Voodoo PC’s. I’m not sure what price range you were in and what you needed from the system, but I’ve heard nothing but raving reviews of the new OMEN from them. Check it out as needed… They’re a little more flashy (that part I dislike) but they’ve also got a good track record.
Finally, give this a read if you have some time… Some elements closely mimic what you’ve been going through: http://www.badsoftware.com/alienwaresucks/
It was nice that Steve stopped by, and I do realize he doesn’t probably work on weekends, but I’m still waiting on a reply from my e-mail to Steve on Nov 30. Dec 4 today.
Wednesday Dec 6, still no word from Steve.
Dec 15th, never heard back from Steve. I guess he wasn’t so concerned after all.