There is only one bad thing about the M14x.

The customer service that comes with it. These people don't know what they're doing and I am so tired of calling them and talking to idiots. Oh and the thing I'm angry about? Well, my speakers are messed up so I wanted to send it to them to fix it...oh but wait, after spending 2 hours on the phone with some idiot going through the troubleshooting procedure, he tells me that the warranty on my M14x hasn't been updated. Don't know what that means, but they can't do anything until it is. I'm not gonna call them again. They are no help at all.

 

Pretty sure Dell has better customer service than most other places.

You seem to be angry and upset that they did not magically fix your laptop over the phone within 2 hours of you contacting them. If you want that kind of service maybe you can build a time machine and go to the future where they can just use their particle transmitter to send you a new one.

 

Thats a bit harsh mate!i would agree that dell customer service isnt great,i have contacted them over 5times since august regarding a couple of problems and have not received one response from them,this is via the email links on their european website beeing from UK.
I personally dont see why we should have to ring a premium rate number in the UK to get tech support when the faults most people are reporting are down to poor build or problems stemming from dells side rather than through our own misfortune.Thats my personal opinion anyway,i have received much better customer service from other providers before so am pretty dissapointed that they dont seem to care for their customers especially as we have all forked out £1000+.I would at least expect them to email back once when they have a contact on their website in the first place tbh.

 

Unfortunately bud you are wrong, Dell was rated as having one of the worst customer service(s) of any major PC manufacturer.

The reason behind it is because they don't have departmental synergy, their departments simply do not cooperate with one another, there is way to much "let me transfer you to [this] department" and after doing so you often find yourself starting all over.

I've stopped purchasing dell for that sole purpose. I am literally haunted by the thought that I'd ever have to call them for anything.

Bought 2 M14X from them, both had issues, luckily they were able to fix one, the other I had to literally go through hopes of fire to get them to allow me to send it back because it was clearly faulty hardware.

 

The ratings sites make companies pay them or they spam a bunch of bad reviews. Also you gotta get the good warranty to get the good service.

 

Well, you might want to experience one yourself, Dell Customer Service rate as one of the worst of all brand. While Apple is top, and Dell is second to last. Read Here

 

Is this a joke? You probably haven't even dealt with their customer service. They are rated one of the worst, and I experienced it a couple of days ago first hand. I don't know why the hell you're defending them. Are they paying you?

 

I have good and bad experiences with Dell customer service. I don't know why you had to angry about the technicians have to go through the troubleshooting procedure. They have to make sure that is the hardware's failure before sending out replacement. You know they are rated one of the worst and you still buy from them. What do you expect? Just take your time, wait a couple days and call them to ask if your warranty had been updated. I hear a lot of bad things about Dell's customer service. I had to wait couple days for Dell's customer services before. However, I still buy from Dell because of their product. I got my m14x from Dell outlet with core i7, 6gb ram, 500gb HDD, 1.5gb 550GT, 900p display for only $800. The macbook pro cost twice that. That's why I don't complain about them.

 

Mudig, you are not over reacting at all.I know what your angry with,I'm on my 5threpair atleast I try not to remember all the wasted time,Iv'e already ranted along with many others,it's a great machine I love alienware!All of them,but Dell's service is a joke.Some people get lucky and get a good tech on the phone,most of us get morons.Good luck I hope you get a competent rep soon,Be nice but don't give in,I have 3 alien lappies,and Iv'e found if you get a good tech it's like dealing with a different company.I had to get a corporate resolution specialist before I saw one decent response to my issues.I m waiting on a tech for 4 days to fix a mobo after being told I would be called the next day.Been there so not surprised.

 

I'm kinda curious here - you guys call Dell for your alienware? When I needed service on an m17R2 - i called Alienware and got one of "their" people on the line... there was no accent, he was receptive to my feedback as an enthusiast while we worked on the problem for about an hour before he decided to have some hardware replaced.

I went onto Alienware's website and got their contact information before calling. It may all go back to dell, but all the menus I got inside the telephone menu clearly were saying "alienware" support and had a completely different "hold music".

Maybe it's just been a while since I called them, I think my experience was between 12-18 months ago.

 

The rating sites make companies pay? I hope you are kidding. Some rating sites are purely consumer-related and are non-profit.

Secondly, your statement about a good warranty gets you a good service is totally BS.

They do not discriminate on the warranty purchased, if they did they would be sued to high heaven for discrimination related practices.

But mind you on the m14x that failed and I sent back had a 1 year ADVANCED warranty, clearly indicating your statement is false.

 

Its not 2 different companys,but thats not the issue,I have dealt with both dell and alienware and alienware is based in Miami corporate.Costa rica( for service) so they have accents also, not indian ,but the girl I spoke with after being transferred 10 times and wound up at alienware tech support in costa rica I could barely understand her.The bottom line dell owns both,and if you have a major issue you will speak to a dell higher up either way,I own 3 aliens now.for the most part alienware was alot better,imho and experience lately Dells been the worst I ever dealt with,again for me,if anyone has great luck,that's awesome,but it seems lately most are negative.

 

I think most people complain about Alienware because they thought Alienware is still a luxury brand so they expect a luxury customer services treat. However, it is not now. Since Dell bought Alienware, they have been trying to make Alienware become price competitive with other brand, so they have to save money on customer services. I still recommend my friends buy Alienware but I also let them know that don't expect the customer services' experience the same as Apple or Sony, or Samsung...

 

I sort of agree,except that Ive owned about 10 aliens and now have 3 m11x m14x and m17r3,I paid alot more than for instance an asus that was just rated better and has better specs for less money,Ie,gtx560 and better cooling for 1600 my m17 was over 2500.So not quite the same price,but anyway most owners are complaining about the support not the price.I have had good service and horrible,mostly horrible.I have gotten about 4 pms with twitter and other options from some very nice people on NBR,I'm hoping we all get better service no matter what the price.Again this is my experience,I am in no way flaming or trying to bash Dell for no reason,but after dealing with them again my experience,they leave alot to be desired in the service dept,and that's the main distinguishing factor today when most pcs are specd so similar.Thanks and again good luck to all!