In Home Repair???

So, I called up the Alienware Tech Support line and told them about an issue I am having with the bottom bezel of my screen and that the adhesive seems to be old and no longer sticking causing it to bow out every now and then (this system is less than 1 month old). I was told I would have to send the laptop into the depot (no way am I taking that risk) or get a new system. However, I do have the Onsite/In-Home Service plan. The guy seemed very arrogant on the line.

A while ago I got my keyboard replaced in home from a tech guy from Alienware. Am I missing something or was this guy just arrogant? What can I say or who can I call to fix this? Like I said, I am not sending this thing into the depot as all the horror stories I've read suggest not to along with my friends experiences.

Thanks!

 

Refuse! You are right. Respectable Alienware reps have suggested against the depot. If an onsite tech messes up you can report the tech.
If they try to force a depot, refuse and try to talk to a manager. Dont back down. If they still say no and are in the USA file a BBB claim. Heck try and file a BBB claim even if you are outside the USA.
Its all online so Im sure there is a way. You might need a USA Google voice phone number.
After so many times of them screwing up onsite tech visits I think they are suppose to take it to an escalated level.
As far as missing something, no I think they changed something to where they try and suggest depot. This tactic is horrible and is insulting to someone who has a NBD onsite warranty.
There are lower warranties called "depot only" warranties.

 

I have an enormous amount of on site and their service depot experience. Thus far I have received about 5 different system exchanges; so that goes to show you just how many times I had to deal with warranty related issues... I have enough nightmares to share, but I don't feel like wasting 2 days typing up a list of my experiences. You have every right to refuse to send it out for repair, I couldn't believe how much of a WORSE job they do compared to onsite technicians (who themselves aren't the brightest). When you do find an onsite technician who can do the job properly, you can even request that only he works on your laptop (as I have) in the future. There is one guy who is extremely professional that I always request, anyone else they attempt to send makes me cringe & I watch them like a hawk (usually assist them) so they can do their job properly.

Alienware has ZERO right to refuse to send you an onsite tech if your warranty covers that service and you request it. They can ship a brand new screen and have the tech replace it with ease. The only circumstance I know of where you are obligated to ship it out for repair is if the actual chassi of the laptop has physical damage. Onsite techs cannot repair that, as they don't ship out laptop chassi parts.
They always try to get you to send it in because it is much cheaper for them, but you have EVERY right to refuse and receive onsite service.

If a rep is giving you a difficult time; simply ask to be transferred to a manager and insist they send out an onsite technician.

They know me so well in their call center, that now all of us are best friends & they always offer me the best solutions very quickly.

 

Haha You sound like me.

 

If you can replace it with a new one, I would just do that, swap the drives.


Never send it to a depot. That is hell for laptops. This goes for pretty much all brands by the way. I never received a product back flawless after sending it for repair.Always some scratches or incorrect repair jobs. THat is why I bought an Alienware. I had experience with 2 some not so great technicians. But Dell rectifies it. If they screw up compeltely they give you a new laptop.

 

I called them again and demanded I receive what I paid for. They were hesitant at first so I had to literally pull up the Dell service agreement or whatever it's called and read it word for word to the rep and after a good 20 minutes he gave in and scheduled for a tech to call me Monday (since my week is kinda scrambled coming up) and schedule a day to come.

Takes me back to highschool when I had to ask to talk to a manager and then a higher up in one situation for a good 2 hours, just glad it's resolved.

Thank's for the help guys!