Pretty sure all support calls are recorded for just this reason. Keep calling and ask for a supervisor.
I called Alienware Tech Support today for some assistance upgrading my BIOS from A01 to A14. My Alienware Area51 is out of warranty and has been for a few years.
I called at 7:59pm EST and was on the line for ~9 minutes. During that call he said the best thing to do is to upgrade straight from A01 to A14 from a USB despite me saying that online I saw people saying it was a better option to go one update at a time. Me being a normal person, I listened to the advice of their tech support and went through with all the instructions he told me exactly. When I finished, I was given no errors or anything and my PC continued on. It got to the Windows 10 “Please Wait” screen and the circling dots just say there frozen. I left it for about 15 minutes and then called their tech support again to check if there was anything wrong with this taking so long and just as I got through all the automated voices and gave the person on the line my service tag my PC shut off. It then tried turning itself back on for about 3 seconds at a time before shutting off again and I asked the rep if I should unplug it, he said yes.
He then went on to say that my original call never happened (I do have a call receipt on my phone and I can contact my cell provider for the same) and went on to try and transfer me to different departments. They all treated me like I was insane and that my phone must be broken and that the call never happened. Now they’re trying to get me to pay upwards of $300 CAD to get my problem fixed (or at least looked at).
I’m at a loss right now as I can’t afford fixing my PC that was broken under the instruction of their tech support representative and when I try asking them for help they just try and get me to pay and keep saying my call never happened.
The phone number I obtained was from this dell page (https://www.dell.com/content/topics/segtopic.aspx/alienware_tech_support?c=us&l=en&cs=19). Does anyone have any advice on who I can contact or what I can do to fix my PC or am I basically forced to pay because of the damage they caused to my PC?