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Customer service is getting bad

  • 44
I recently purchased my 3rd alienware laptop , each one being very high end , my first from them was in 2006 I really feel like the customer service system is as broken as it could possibly be and the time to ship a system has gotten worse. I was sure with dell taking alienware over the main benefit would be streamlined processes, in my case and saga with customer service a simple discount took 5 days a dozen phone calls and a canceled order and then re order to get half way figured out. I'm a little worried about how poorly the team structure is for alienware customer support. Teams that have to talk to other teams to talk to another team... for a business that works with computers I'm worried how dysfunctional their internal systems are and it explains why my laptop wont be shipped out for weeks. It leads me to believe unless major changes happen. This will most likely be my last alienware purchase. In the same way any other premium items tend to have better customer service I dont think the 9 levels of bureaucracy are appropriate when ordering a 4 to 5k laptop. What is everyone elses ordering experience like? Also on my last alienware it had a m.2 but the m.2 was so slow it was actually slower than the speed of a sata port so the only benefit was size savings ( but that didnt apply on that laptop) is this still the case with their laptops or have they put a decent m.2 in them now for the area 51m build? I know it's in raid but if it's not at least half way decent im jist going to swap two m.2 970 evo in place and be done with it. Dont just agree with me please share your experiences in the last 6 months or so
Antworten • 1

While I understand your frustration, and to some extent I agree that having too many moving parts can make a machine unnecessarily complex, sometimes it is necessary. From the standpoint of an aggravated customer, the layers of bureaucracy seem unnecessary but consider that you're talking about a $4-5k purchase. That, by ANY standards is a high dollar purchase in most business-to-individual consumer models. Customer Service reps aren't always the most experienced either, so having those layers of bureaucracy is key to prevent situations where entry-tier positions aren't hemorrhaging money by sending out high-value items all willy-nilly. 

If I were you, I'd politely and calmly probe for more information on the delay and attempt to explain the urgency if there is any. CS Reps can be receptive to that because they're people too. Usually. 

Just don't be rude about it and try not to play the "I'm a loyal customer and I'm dissatisfied with this service" card; I do not mean that in an offending way but all CS reps hear that every day and it's less a bargaining chip and more a point of frustration. Companies want to retain you and the best way for them to help you is if they understand you, the issue you're experiencing, and how you're willing to meet them half-way.

Overall, I hope it doesn't take too long because waiting is a bummer and there's too many good games you could be playing right now :).