by DLBelton - 3/4/05 5:34 AM
In Reply to: Appalling service by richfei
I agree 100% with richfei. Being in business myself, I sometimes eat $$$ to make a customer happy, even when it is the customer's fault.
Just look at the economics in this situation:
1: part broken, and I tend to agree that it is Alienware's fault, since they were telling someone that has admitted to knowing nothing about computers to open a laptop case which are tricky to open even when knowing how to do it.
2: part may cost Alienware possibly $20-$30 to replace.
3: Business lost because of bad business practices could run into thousands of dollars.
Now... Which option would you choose?? I know I would choose to just fix the laptop and make the customer happy. After all, he did pay extra for the warranty even after paying the super inflated price for an Alienware computer.
After seeing this, I would never recommend Alienware to anyone looking at buying a computer, and I make recommendations to 10-20 people daily. Most are high end business machines, but there are some that ask me about machines for their personal use and a lot happen to be avid gamers. I have actually recommended Alienware to a few in the past who wanted a top end gaming system and I knew cost really wasn't an issue, but I won't in the future. I do not recommend products if they don't meet a few requirements, and one happens to be customer support from the company.
Poor business choice on the part of Alienware. and very poor customer service.
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