The Notebook Review forums were hosted by TechTarget, who shut down them down on January 31, 2022. This static read-only archive was pulled by NBR forum users between January 20 and January 31, 2022, in an effort to make sure that the valuable technical information that had been posted on the forums is preserved. For current discussions, many NBR forum users moved over to NotebookTalk.net after the shutdown.
Problems? See this thread at archive.org.

    ALIENWARE / DELL Customer Support / Unprofessional / Poor Service / 2012

    Discussion in 'Alienware 14 and M14x' started by Alien in the Box, Oct 23, 2012.

  1. Alien in the Box

    Alien in the Box Notebook Enthusiast

    Reputations:
    0
    Messages:
    20
    Likes Received:
    0
    Trophy Points:
    5
    My brand new Alienware M14 R2 has been in the Dell / Alienware repair facility for a week and they keep giving me different stories as to the problem, what repairs are needed, what sofar has been done, and, when ill get it back.

    Dell Computer customer service sucks big time. :mad:

    I've spent hours on their automated phone answering system and once I have received a real human they tell me I've reached the wrong department then they transfer me to another person that gives me the same " Sory ill transfer you to the correct department "

    I recorded the whole ordeal on audio so I can place it onto YouTube and they might just get their crap together after being exposed as total unorganized unprofessional buffoons. :D

    Bob
     
    Alien in the Box, Oct 23, 2012
    #1
  2. Vip_blast

    Vip_blast Notebook Consultant

    Reputations:
    39
    Messages:
    135
    Likes Received:
    0
    Trophy Points:
    30
    Do post the link soon, I'm pretty interested in listening to that.
     
    Vip_blast, Oct 24, 2012
    #2
  3. Alienware-Natalia_J

    Alienware-Natalia_J Company Representative

    Reputations:
    672
    Messages:
    423
    Likes Received:
    18
    Trophy Points:
    31
    Please check your PMs :)
     
    Alienware-Natalia_J, Oct 24, 2012
    #3
  4. headphones989

    headphones989 Notebook Consultant

    Reputations:
    22
    Messages:
    165
    Likes Received:
    0
    Trophy Points:
    30
    sounds like - get a refund and get something new (they LOVE to send you your same stuff/refurbished stuff out for "replacements")... please let us know how everything works out. their customer services usually sucks so i hope everything works out (try contacting the dell rep natalia, they usually help you out moreso than the foreign reps that will tell you ANYTHING to get you to stop complaining).
     
    headphones989, Oct 25, 2012
    #4
  5. Alien in the Box

    Alien in the Box Notebook Enthusiast

    Reputations:
    0
    Messages:
    20
    Likes Received:
    0
    Trophy Points:
    5

    (UPDATE: Alienware M14 R2 BACK FROM REPAIR DEPOT)


    Well,

    I just got my Alienware M14 R2 back from the depot.

    It took them (Dell / Alienware) over a week to identify, remove and install one stick of RAM that had failed.

    I received the laptop in better physical condition than I thought - only one major scratch on the speaker grill (scratched off black paint revieling shiny silver metal) - easily repaired with a black paint touch-up pen.

    They re-installed Windows, hardware drivers, and re-configured all hardware to operate correctly (so they thought)

    I'm getting error messages and crashing while viewing still images and playing videos using the windows player(s).

    Windows Experience Index will no longer run - getting error message at the end of the test. Something to do with video settings?

    There appears to be a conflict with the Intel 4000 graphics and nVidia m650 GPU.

    I guess now I can have Dell in-home service tech fix the numerous errors I'm getting. I'm not going to spend countless hours of my time with that remote online service tech. I'd gladly pay a service tech to arrive as fix this dam thing once and for all so I can get back to work. So dam frustrating.

    You would think it would work correctly after returning from the depot.

    Bob
     
    Alien in the Box, Oct 25, 2012
    #5
  6. digitalmo

    digitalmo Notebook Consultant

    Reputations:
    9
    Messages:
    220
    Likes Received:
    0
    Trophy Points:
    30
    A million monkeys working on a million computers...
     
    digitalmo, Oct 25, 2012
    #6
  7. Alien in the Box

    Alien in the Box Notebook Enthusiast

    Reputations:
    0
    Messages:
    20
    Likes Received:
    0
    Trophy Points:
    5
    [moderated]
     
    Alien in the Box, Nov 2, 2012
    #7
  8. digitalmo

    digitalmo Notebook Consultant

    Reputations:
    9
    Messages:
    220
    Likes Received:
    0
    Trophy Points:
    30
    good luck, brother!
     
    digitalmo, Nov 2, 2012
    #8
  9. HavocATX

    HavocATX Notebook Guru

    Reputations:
    7
    Messages:
    68
    Likes Received:
    0
    Trophy Points:
    15
    You want a technician to install windows and drivers for you at your home?
     
    HavocATX, Nov 2, 2012
    #9
  10. Alien in the Box

    Alien in the Box Notebook Enthusiast

    Reputations:
    0
    Messages:
    20
    Likes Received:
    0
    Trophy Points:
    5
    Yeah,

    I know, that's a bad idea.

    I did it myself.

    I reinstalled Win 7 and the drivers.

    It's much better now.

    Only two problems:

    1st:

    My video-editing software (AVS) won't install the security certificate keeps getting rejected by Windows Home Premium but it works fine with my 6 year old Dell D630 running Windows Ultimate.

    2nd:

    Getting message screen at bootup:

    "Please select which version of Windows you wast to use - Windows 7 or Windows Home Premium "

    Bob
     
    Alien in the Box, Nov 2, 2012
    #10
  11. HavocATX

    HavocATX Notebook Guru

    Reputations:
    7
    Messages:
    68
    Likes Received:
    0
    Trophy Points:
    15
    Both software annoyances. Google the heck out of them and you'll probably find your answer on some Windows or video editing forum.
     
    HavocATX, Nov 2, 2012
    #11
  12. SA Spurs1

    SA Spurs1 Notebook Consultant

    Reputations:
    0
    Messages:
    151
    Likes Received:
    0
    Trophy Points:
    30
    What happens if you right click on the file you are trying to install and run as administrator.
     
    SA Spurs1, Nov 14, 2012
    #12
  13. Alienware-L_Porras

    Alienware-L_Porras Company Representative

    Reputations:
    3,658
    Messages:
    6,874
    Likes Received:
    969
    Trophy Points:
    281
    You need to do the Windows installation again but this time you need to format all partitions and delete them, then create only one and install Windows there. Here is how you do all that.
     
    Alienware-L_Porras, Nov 15, 2012
    #13