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Major Customer Service & Laptop Issues
WilDPanthA05
Registered User regular
Registered User regular
Ok, I've wanted to ask for advice here for awhile, but just haven't really had the time and I guess I've been pretty naive, but here's the situation ...
I bought a new laptop from Alienware as a psuedo-college graduation present to myself and I invested quite a bit of change into it because I really haven't had a gaming PC in quite some time. I received it in the first week of January and since then, I have had to send it back to get repaired on 3 separate occasions for the same problem. I'm running dual video cards and when I restart my computer (or sometimes just try to boot it up) there isn't a visual. The computer is actually on and running because I can hear Vista starting up (yea yea I don't know why I got that either). So the issue is that I can't see a damn thing ...
My beef is that I have had this computer "in the shop" longer than I have actually had it and it has come back on two separate occasions with the exact same problem. It is supposed to come back tomorrow and I'm kinda apprehensive because I really don't know what course of action I should take if the same problem is still plaguing the damn thing ... Is this grounds for demanding my money back or at least getting a different computer? I've never really faced anything like this before so I'm whole-heartedly confused ...
EDIT: Also, from reading the referrals on this board I chose Alienware because I figured that they would have been a very reliable company. Has anyone else had any issues with them? Their customer service department has been ... extremely ... difficult to work with ...
I bought a new laptop from Alienware as a psuedo-college graduation present to myself and I invested quite a bit of change into it because I really haven't had a gaming PC in quite some time. I received it in the first week of January and since then, I have had to send it back to get repaired on 3 separate occasions for the same problem. I'm running dual video cards and when I restart my computer (or sometimes just try to boot it up) there isn't a visual. The computer is actually on and running because I can hear Vista starting up (yea yea I don't know why I got that either). So the issue is that I can't see a damn thing ...
My beef is that I have had this computer "in the shop" longer than I have actually had it and it has come back on two separate occasions with the exact same problem. It is supposed to come back tomorrow and I'm kinda apprehensive because I really don't know what course of action I should take if the same problem is still plaguing the damn thing ... Is this grounds for demanding my money back or at least getting a different computer? I've never really faced anything like this before so I'm whole-heartedly confused ...
EDIT: Also, from reading the referrals on this board I chose Alienware because I figured that they would have been a very reliable company. Has anyone else had any issues with them? Their customer service department has been ... extremely ... difficult to work with ...
WilDPanthA05 on
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First thing you need to do is read over your warranty information. Alot (but not all) of computer warranties have a "No Lemon" or "replacement" policy. If you can't find something that mentions compensation for a bad machine your gonna have a tough time.
Once you do find what your looking for as far as the policies go, check to see if you qualify on it. When you speak to customer service have exact dates and time tables for all of your repairs. The people on the other phone take calls from people all day claiming they have the worlds worst computer, very few actually have a problem, so don't over exaggerate.
If you don't meant the requirements for a new laptop, or w/e. State the way you feel, tell them what you want, and above all try to do it without screaming. Yes, being the angry yelling guy at Walmart may occasionally get you that free pair of Crocs but noone likes you and your a nuisance to everyone who works there. Just remember that whomever you speak with is at work. So act appropriately.
(and no I didn't work at walmart)
I've never had any issues with them personally, but thats because I've never dealt with them. Every person I know who has ever purchased anything from them though has had nothing but problems.