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.
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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. -
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. -
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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.
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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. -
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. -
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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...
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There is only one bad thing about the M14x.
Discussion in 'Alienware 14 and M14x' started by Mudig, Oct 23, 2011.