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Miscellaneous laptop discussions : Alienware - DO NOT PERFORM YOUR OWN REPAIRS
What a long strange trip it's been
by togus - 3/3/05 1:54 PM In reply to: Alienware - DO NOT PERFORM YOUR OWN REPAIRS by hickmanjI sure hope Alienware follows through on repairing this unit, it's always great when everybody can profit from a solution. That having been said, this message string makes me think about the merit (need?) of only buying from the big guys (being an old hippie from the 60's it really hurts to admit that)so I guess HP or the like profits from this sorry tale.
Makes you wonder why Alienware didn't just come to the table from the start... a smart old boss I once had told me "never get in a pissing contest with a guy who buys ink by the barrel". With electrons even cheap than ink, good advice indeed.
Better Business Bureau?
by Doleco - 3/3/05 10:16 PM In reply to: Alienware - DO NOT PERFORM YOUR OWN REPAIRS by hickmanjIs this not something you can file a complaint to the Better Business Bureau?
Whether it is in the process of being settled or not file a complaint. If you can get it worked out on your own withdraw the complaint. If nothing happens atleast you've already got another course of action started.
Why BBB?
by smsduval - 3/4/05 6:08 AM In reply to: Better Business Bureau? by DolecoJason,
Nothing works better and faster than the president of the company.
While Customer Service may be under pressure to keep the cost down, no president would risk bad publicity for saving a few dollars.
Send a fax to the president (fax or letter, not an e-mail), copy a few of the posts on this forum, and let me please know the result.
I did it twice, and the result showed up next day.
You may bet the president puts pressure on all his guys to keep the cost down, but he has no idea about such details like asking a customer to disassemble the computer. Just ask him what would be his reaction if his son or daughter, somewhere in college, would be asked by Dell, HP or Sony to open a $3,600 laptop under warranty.
Good luck,
Steven
Good suggestion but:
by BobLap - 3/8/05 7:56 AM In reply to: Why BBB? by smsduvalI like your suggestion but there's one problem. A lot of these companies make their contact information very hard to find. It's sometimes, it seems that it would be easier to find out the nuclear codes of the US then the fax number of the president of a company.
hmmm what could this number be?
by AntiAW - 8/4/05 4:59 PM In reply to: Good suggestion but: by BobLap1-305-251-9797
maybe its AW corporate offices (presidents switchboard) O:-)
all i know is that i nearly had to come there and beat it out of them...
Not BBB, WWW
by dave_p_1 - 3/4/05 6:19 AM In reply to: Alienware - DO NOT PERFORM YOUR OWN REPAIRS by hickmanjWhile reporting this to the Better Business Bureau does no harm and might have some benefit in your situation, for the bulk of potential Alienware customers (not to mention potential unpaid, unwilling Alienware self service repairmen), a forum such as this and rating services such as Reseller Ratings or Epinions probabaly have more effect in warning people.
Thanks for letting us know what has happened and please let us know the resolution.
Even Better: BBB and WWW
by donniebnyc - 3/4/05 7:00 AM In reply to: Not BBB, WWW by dave_p_1Buy.com once sent me a used, non-working printer instead of the new printer that I thought I had purchased. After numerous emails, they refused to replace it. They changed their minds when I informed them I had reported them to the BBBonline and the Attorney General's office in their state and mine.
Don
The Cats out of the bag now !!!
by dgb4650 - 3/4/05 7:56 AM In reply to: Even Better: BBB and WWW by donniebnycI just received my weekly review email from CNET and I saw this complaint. I have just finished reading ALL the postings and I am interested in finding out the result. I have worked in customer service for the last 14 years for the Luxury Hotel Market and am appalled at this treatment. A classic case of customer neglect, and I am seeing this more and more. The fact is that this CNET email will go out to A LOT of users and is this what Alienware wants? I would probably fire the manager who let this situation get so out of hand in my company. Could you imagine having a problem with your car and the mechanic asks you to take off the crank case to check for something? I wish you the best with having this problem solved and look forward to reading the solution-if any.
The customer is always right
by pmwpaul - 3/4/05 10:15 AM In reply to: The Cats out of the bag now !!! by dgb4650Whatever happened to "the customer is always right"? That only applies to companies with long-term goals.
I have been in computer-related customer support for almost ten years and never ever did I ask an end-user to do a physical repair. The technician was wrong for doing it, Alienware was wrong for allowing it and some manager is very wrong for supporting it on this forum.
Stay away from alienware. Their technical support is alienated.
Alienware Blew It
by stevem1 - 3/4/05 7:50 AM In reply to: Alienware - DO NOT PERFORM YOUR OWN REPAIRS by hickmanjI think Alienware now offering to fix your laptop is just a little too late to salvage the sales they lost from this thread. I believe statistically when you have a good experience you tell 2 or 3 people (because when you spend $3600 for a laptop you expect to be treated better than this) but when you have a bad experience you tell 11 people. I do laptop repairs and am thought of as an expert just because I can do something others can't. I don't hold Alienware in too high regard after reading this information. THE BOTTOM LINE IS CUSTOMER SERVICE-WITHOUT CUSTOMERS WE DON'T HAVE JOBS! Those of you who spoke up for DELL -my experiences are similar. A friend of mine was a contractor who did sevice for DELL- they are big on next day service. You also don't have issues like this with them... and if I'm not mistaken they make some pretty high end laptops that would be perfect for gaming.
I agree with others ...
by Butch F. - 3/4/05 8:13 AM In reply to: Alienware Blew It by stevem1I agree with others in this thread saying they will not be buying Alienware. I was about to purchace an Alienware Notebook for my daughter at college, and the saw this discussion. I bought an E-Machines with a AMD64 instead and I am looking to replace 3 desktops I use in my home office. Can you guess what companies customer service contract and warrenty just blew $10,000+ worth of sales?
Bad Business Bureau
by pmwpaul - 3/4/05 10:05 AM In reply to: Alienware - DO NOT PERFORM YOUR OWN REPAIRS by hickmanjReport the issue to:
http://badbusinessbureau.com/
They keep track of these kinds of problems. This is a ruse to force you to pay for any repairs that may be necessary. In your situation, they requested you open the case and, when it broke, informed you that payment was necessary.
Thanks for reporting your problem. Everybody who reads this will know better than to buy anything from alienware.
Follow Up
by hickmanj - 3/4/05 2:38 PM In reply to: Alienware - DO NOT PERFORM YOUR OWN REPAIRS by hickmanjI have heard from Alienware and I am waiting for follow-up/through.
I just wanted to post that they are communicating with me concerning this - although there hasn't been a resolution yet.
I will post the eventual resolution - as they deserve the positive attention if they fix the problem.
Thanks for the interest.
Jason
I dont think I could buy there product now
by jpipkin12003 - 3/4/05 10:31 PM In reply to: Follow Up by hickmanjI have been looking into buying a laptop from them, after the messages I saw on here I would not buy anything from them now. A reputiable company would always stand behind there product and TECH Support. To not do so shows total disregard for the consumer. This is un-acceptable in todays market. I am glad I saw this before I finilized any purchase from them. I will look else where now.
Gaming Machine
by Ralphdb - 3/4/05 8:45 PM In reply to: Alienware - DO NOT PERFORM YOUR OWN REPAIRS by hickmanjI can tell you what was wrong with his laptop with what little Info I got. Alienware Overclocks there computers to make them perform a little faster than others. That is why it kept shutting down. the Processor or Video card was overheating (from the overclocking) and causing it to shut down. Why pay $1000. more for a laptop or Desktop that is overclocked and will have a shorter lifetime. Just buy a name Brand Like Sony or Toshiba. and you will not tell the differance in gaming..except you won't have the $1000. worth of Alienware stickers on it.. They buy there laptops by the truckload and mod them there are no extra parts.. A foolish friend of mine bought the Desktop gamer and it kept shutting down He had the Home service so a tech came by and turned off the overclocking. now he has a standard $2500. computer for $3400.
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