Alienware Poor Customer Service

I ordered an Alienware 15 on March 22nd. I received it March 31st and was impressed with how quickly the laptop arrived.

That is until I took it out of the box and heard pieces moving around inside the laptop, I'm assuming from loose screws because it was improperly assembled. I still thought no worries, Dell has excellent customer service and will make it right.

So I call them up seeking a replacement laptop and am informed that they can do that but there is no way for them to expedite the replacement. Just disappointing to see Dell no longer tries to go the extra mile to make things right. My estimated replacement delivery date is April 15th.

Does anyone know of an escalation department? I already sent an email on the unresolved issues page of their website and never received a response.

Thanks

 

They do not work weekends as far as i have been told but i had a lady from the corporate office "adavanced resolution group" take care of my case after numerous sales F@$k ups [email protected] i assume her name is Shubha nice lady. She might be able to help expedite it quicker who knows

 

The way Dell works is parts are ordered when you order your system. They carry almost no inventory because it saves them a **** ton of money, and this has been the way they've done it since the day they were formed.

Now the reason you got your laptop so quickly the first time could have been because someone had ordered a system and then canceled it before it shipped so Dell already had the parts on hand. If something similar happens to your replacement then you'll get it a lot quicker. Either that or their suppliers were able to get the parts out much quicker.

There is simply no way for them to expedite any production because its all based on their suppliers. Also the support people will not have any idea of what parts are available at the factory. My estimated ship date for my replacement laptop was April 10th. It shipped on the 3rd.

You can still use your laptop and they're replacing the entire system. I'd say that's going the extra mile. Go try to see what other OEMs like HP and ASUS would do in that case, it'll be something along the lines of "please send your laptop back to us for 3 weeks while we "fix" it." In this case you get to use your laptop and get a new replacement.

 

Hahaha! shubha. She's useless, I hate dealing with her, she's rude as hell half the time too.

She accused me of trying to rip off the company by not sending something back with my return. Because the item came separately and they did not give me a shipping slip to send it back, I didn't send it back. Even the support guys told me just to send the laptop back.

She calls me asks me why I didn't send the other item back. I said it wasn't requested. She told me "well you were supposed to put it in the laptop box." There was no room at all. So she tells me I should have informed them I still had it and I should have known to get a shipping label. I should have done this and done that.
Then she hung up on me because I was unprofessional because I said "if I had have known you wanted this g*ddamn item included, i would have."

She failed on my case. Avoided me constantly too.

 

hahaha what a surprise , i cannot say she did a whole lot for me but it seemed like my order got put thru faster tho. i think she was only nice to me bcause i was pretty mad the first time we spoke on the phone might have intimidated her a bit.

 

Phone hanging up is their way of punching you in the throat.

Anything done 0r requested on a Friday often slips to be done on a Monday, makes for a long wondering what the hell is going on wait.

 

i have had the worst customer service experience with dell. AND i have the premium support.... I filed a case with the better business bureau.

if you have a legit case, take the time to file the case.

 

This is really accurate, we can ask for the order to be expedited but it'll depend on the availability of the parts for it to happen.

If the machine doesn't make it there by the promised date, let me know and I'll help out as much as I can.