Hi,
I'm starting this thread on Dell/Alienware because of their customer service, technical support, and even executive support. All of their support is horrendous. Please look into their competitors if you are even considering a dell product. If anything were to happen to your device I assure you that you will be wasting hours upon hours on their phone lines with no resolve. You may think i'm over exaggerating but here is the extent of my story. I sent this to 11 dell executives. I will make them pay, not only for what they did to me, but what they did and are currently doing to everyone.
This email is in regard to the failure of your technical teams, customer care teams, and corporate teams to resolve ongoing issues since late 2009.
I bought a Alienware m17xr1 in august of 2009. Since after, my computer had technical issues. I have called all of your support lines in search of help. Your team boucnes me around with actually no help in resolving the issue. Later in 2010 with the issues and cases still unclosed, my warranty ran out. Your team failed to resolve my issues and refuses any type of help to my issues. They would not let me purchase another warranty because they already knew I had system trouble.
The original issue was that the computer wasn't charging and would allow me to power on the graphics cards(Nvidia 260m SLI GTX's). Every time I contacted Dell about my issues with case numbers your team said I never complained about the video cards not powering on. They said my issues stated that I had driver issues with my computer(which is completely false the drivers were fine) and I had a broken charger(which I never said was the issue). I knew it was a hardware problem and I asked for a technician every time I called support. They refused. 50+ hours on the phone with tech support with no reslove, tech support sending wrong pieces of equipment, such as multiple AC adapters. They sent me two of the same pieces twice, when I clearly asked for the proper pieces of hardware.
After realizing I would get no support, I took my machine to a local computer repair company (Chicago Computers) while still under warranty. They realized it was a motherbaord issue. They recieve a new motherboard that I payed for out of pocket while under warranty. The motherboard came to them faulty, they returned it, got a new one back, that one came faulty. I decided to take my computer back seeing that Alienware/Dell was sending out faulty motherboards deemed functioning/reliable.
After being extremely angry, I contacted one of your Vice Presidents(Dells), [name removed]. [name removed] actually helped me out with a system replacement after all the trouble I have been through. Before [name removed] replaced my computer he sent a Dell apointed technician to my house 2-3 times. Every time they came to replace the motherboards, every time the technician was given a faulty motherboard. In fact, the first time the technician came to my house he installed a motherboard with broken ram sockets into my machine rendering it inoperable, when before it would atleast function. He then left my house without putting the other motherboard back in. At this time [name removed] offered a replacement machine.
The replacement machine arived at my house with my instruction to return the old PC in the box it came it. I open up the replacement box and the PC was horribly thrown in there, with no resource CD's to come with it, also it came with the wrong AC adapter(charger). Not to mention it came with a broken motherboard where the lights on the machine didnt work. If your technical depot can't even see that the lights on the machine are not working, than they deserve to be fired. The replacement machine also came with large unsighly scratches on the inside of the machine(between the monitor and the keyboard(some deep scratches over an inch long)). [name removed] sent another technician to my house to replace the keyboard, at this time the technician realized it was a motherboard issue. [name removed] said it had to be sent back to the depot(where it came from) and I refused because your depot techs couldn't even see that the machine was not lighting up. I said I wanted another replacement delivered to my house, but he said I had to send it back. I should not be punished for your teams mistake. This is when I decided to take my case to the Better Business Bureau.
After filing my complaint to the BBB, [name removed] called me saying there was nothing they could do. He said I would have to pay for any repairs to my machine. Not to mention everyone I talked to was extremely rude. This is where I'm currently at, this is why I am reaching out to you. I don't want to bring this to arbitraion but it is something I'm willing to do.
Like I said to everyone I've spoke with I will return the machine once I get a fully functiong computer sent to my house. Doesn't seem to much to ask for considering all the hours I've spent trying to fix my machine. It's actually costing you(Dell) more money not trying to resolve the way I am pushing for. All I want is a simple computer replacement that is not refurbished(due to all the faulty motherboards I have recieve(6)). Also your team locked my dell account.
If my issues don't get resolved in the proper manner, this is what I'll do and currently am doing. I will post all over your facebook and twitter feeds making sure people do not want to purchase any Dell/Alienware computer or hardware. Not only posting my own experiences, but I will post on other's feeds and respond to their issues more frequently than your teams ensuring people hate Dell. I will share my experience with customers and businesses alike. I will exploit the pyrmamid scheme going on with your call centers(redirecting, dropping calls, purposly connecting you to the wrong person, slander, hardly understandable people in India). This is because they want you to hang up the phone, which I might add works. I'm currently in the process of designing a web page with forums to post all Dell related issues. I am currently a member of ihatedell.net and will recruit members for their boycot. I will also send emails to everyone I can that works for Dell. I will post on the public forums on your webpage, again, making sure no one wants to buy your equipment. I will put all the effort into fixing my machine into the worst sales gross Dell has ever had by the end of the fiscal year in 2013. I will go on stock market related websites in attempt to make sure no one wants to buy stocks or invest in your dying company.
Again, it's a simple fix make it happen. In most cases the customer isn't always right, but clearly from my experiences Dell does not care about any of there customers.
If you can please post comments of what you think. If Dell has done you wrong, please explain your story.
I started a Anti-Dell/Alienware facebook page called [REMOVED BY MOD]
I'm starting this thread on Dell/Alienware because of their customer service, technical support, and even executive support. All of their support is horrendous. Please look into their competitors if you are even considering a dell product. If anything were to happen to your device I assure you that you will be wasting hours upon hours on their phone lines with no resolve. You may think i'm over exaggerating but here is the extent of my story. I sent this to 11 dell executives. I will make them pay, not only for what they did to me, but what they did and are currently doing to everyone.
This email is in regard to the failure of your technical teams, customer care teams, and corporate teams to resolve ongoing issues since late 2009.
I bought a Alienware m17xr1 in august of 2009. Since after, my computer had technical issues. I have called all of your support lines in search of help. Your team boucnes me around with actually no help in resolving the issue. Later in 2010 with the issues and cases still unclosed, my warranty ran out. Your team failed to resolve my issues and refuses any type of help to my issues. They would not let me purchase another warranty because they already knew I had system trouble.
The original issue was that the computer wasn't charging and would allow me to power on the graphics cards(Nvidia 260m SLI GTX's). Every time I contacted Dell about my issues with case numbers your team said I never complained about the video cards not powering on. They said my issues stated that I had driver issues with my computer(which is completely false the drivers were fine) and I had a broken charger(which I never said was the issue). I knew it was a hardware problem and I asked for a technician every time I called support. They refused. 50+ hours on the phone with tech support with no reslove, tech support sending wrong pieces of equipment, such as multiple AC adapters. They sent me two of the same pieces twice, when I clearly asked for the proper pieces of hardware.
After realizing I would get no support, I took my machine to a local computer repair company (Chicago Computers) while still under warranty. They realized it was a motherbaord issue. They recieve a new motherboard that I payed for out of pocket while under warranty. The motherboard came to them faulty, they returned it, got a new one back, that one came faulty. I decided to take my computer back seeing that Alienware/Dell was sending out faulty motherboards deemed functioning/reliable.
After being extremely angry, I contacted one of your Vice Presidents(Dells), [name removed]. [name removed] actually helped me out with a system replacement after all the trouble I have been through. Before [name removed] replaced my computer he sent a Dell apointed technician to my house 2-3 times. Every time they came to replace the motherboards, every time the technician was given a faulty motherboard. In fact, the first time the technician came to my house he installed a motherboard with broken ram sockets into my machine rendering it inoperable, when before it would atleast function. He then left my house without putting the other motherboard back in. At this time [name removed] offered a replacement machine.
The replacement machine arived at my house with my instruction to return the old PC in the box it came it. I open up the replacement box and the PC was horribly thrown in there, with no resource CD's to come with it, also it came with the wrong AC adapter(charger). Not to mention it came with a broken motherboard where the lights on the machine didnt work. If your technical depot can't even see that the lights on the machine are not working, than they deserve to be fired. The replacement machine also came with large unsighly scratches on the inside of the machine(between the monitor and the keyboard(some deep scratches over an inch long)). [name removed] sent another technician to my house to replace the keyboard, at this time the technician realized it was a motherboard issue. [name removed] said it had to be sent back to the depot(where it came from) and I refused because your depot techs couldn't even see that the machine was not lighting up. I said I wanted another replacement delivered to my house, but he said I had to send it back. I should not be punished for your teams mistake. This is when I decided to take my case to the Better Business Bureau.
After filing my complaint to the BBB, [name removed] called me saying there was nothing they could do. He said I would have to pay for any repairs to my machine. Not to mention everyone I talked to was extremely rude. This is where I'm currently at, this is why I am reaching out to you. I don't want to bring this to arbitraion but it is something I'm willing to do.
Like I said to everyone I've spoke with I will return the machine once I get a fully functiong computer sent to my house. Doesn't seem to much to ask for considering all the hours I've spent trying to fix my machine. It's actually costing you(Dell) more money not trying to resolve the way I am pushing for. All I want is a simple computer replacement that is not refurbished(due to all the faulty motherboards I have recieve(6)). Also your team locked my dell account.
If my issues don't get resolved in the proper manner, this is what I'll do and currently am doing. I will post all over your facebook and twitter feeds making sure people do not want to purchase any Dell/Alienware computer or hardware. Not only posting my own experiences, but I will post on other's feeds and respond to their issues more frequently than your teams ensuring people hate Dell. I will share my experience with customers and businesses alike. I will exploit the pyrmamid scheme going on with your call centers(redirecting, dropping calls, purposly connecting you to the wrong person, slander, hardly understandable people in India). This is because they want you to hang up the phone, which I might add works. I'm currently in the process of designing a web page with forums to post all Dell related issues. I am currently a member of ihatedell.net and will recruit members for their boycot. I will also send emails to everyone I can that works for Dell. I will post on the public forums on your webpage, again, making sure no one wants to buy your equipment. I will put all the effort into fixing my machine into the worst sales gross Dell has ever had by the end of the fiscal year in 2013. I will go on stock market related websites in attempt to make sure no one wants to buy stocks or invest in your dying company.
Again, it's a simple fix make it happen. In most cases the customer isn't always right, but clearly from my experiences Dell does not care about any of there customers.
If you can please post comments of what you think. If Dell has done you wrong, please explain your story.
I started a Anti-Dell/Alienware facebook page called [REMOVED BY MOD]