*OFFICIAL* M18x Owner's Lounge Thread

[Mr. Fox]

Here is some information from the email signature of my Level 2 support rep. It appears Alienware recently launched a new Support Portal on the Dell web site.

We’ve recently launched Alienware’s Support Portal. Please visit http://support.dell.com/Alienware for the newest content, FAQ’s and most common solutions for all Alienware platforms.

[steviejones133]

Here is some information from the email signature of my Level 2 support rep. It appears Alienware recently launched a new Support Portal on the Dell web site.

I like the way they list numerous problems that you MAY experience as an Alienware customer.....

[autophobe]

i called alienware first, im on my 5th transfer =)


20mins on hold, indian sounding agent picks up and tells me "we're too busy right now, can you call back in 20mins?" doesnt even offer to contact me.

[lnoton]

i called alienware first, im on my 5th transfer =)


20mins on hold, indian sounding agent picks up and tells me "we're too busy right now, can you call back in 20mins?" doesnt even offer to contact me.

Whats the craic then mate? What are your next steps?

[Mr. Fox]

im on the phone with them now, indian call center =/

i called alienware first, im on my 5th transfer =)


20mins on hold, indian sounding agent picks up and tells me "we're too busy right now, can you call back in 20mins?" doesnt even offer to contact me.

You must not be in the US. I have never spoken with an Alienware rep in India. The people I talk to are always either US or Costa Rica. What they told you on the phone is unacceptable. I remember the days of talking to incompetent outsourced employees in India as an "ordinary Dell customer" and it was never a pretty picture.

[steviejones133]

You must not be in the US. I have never spoken with an Alienware rep in India. The people I talk to are always either US or Costa Rica. What they told you on the phone is unacceptable. I remember the days of talking to incompetent outsourced employees in India as an "ordinary Dell customer" and it was never a pretty picture.

You are lucky Fox, being in the US. For Euro customers, we have to deal with staff in India 99.9% of the time. Even Dell's Executive Resolution team (last port of call for resolution) is based in India.

I have dealt with some very good ones but also some really abysmal ones too.....they dont always "emapthise" with the customer, moreso, read off a screen.....

[Mr. Fox]

You are lucky Fox, being in the US. For Euro customers, we have to deal with staff in India 99.9% of the time. Even Dell's Executive Resolution team (last port of call for resolution) is based in India.

I have dealt with some very good ones but also some really abysmal ones too.....they dont always "emapthise" with the customer, moreso, read off a screen.....

Well, that really sucks. If they are outsourced people it kind of makes sense that things often turn out poorly. Dealing with a company employee whose compensation and annual performance review outcome is dependent upon being worthy of continued employment is a good thing for customers. When outsourced people are paid under contract to do something it really bites for customers. It's also more difficult for the principal to monitor and control what hired losers do. I'd prefer to see slightly higher prices than incompetent support staff with nothing to lose for not providing a world-class customer experience. Their jobs need to be on the line every day, and that's just not the case with outsourcing.

[steviejones133]

Dell actually have a massive setup in India - they are Dell employees and not outsourced as such...(not like the tech's who are a 3rd party firm who come out to service your system "in house")....

[katalin_2003]

I'd prefer to see slightly higher prices than incompetent support staff with nothing to lose for not providing a world-class customer experience.

Totally agree! But what Stevie said is true:

Dell actually have a massive setup in India - they are Dell employees and not outsourced as such...(not like the tech's who are a 3rd party firm who come out to service your system "in house")....

Sadly many companies and banks do thatm not just Dell,because it's cheaper, they're paid like 400-500 euros/month.

[SOS4DELL]

When living "in the wide world", the best option is to choose the Dell's "4 Year North American Phone Support by Your Tech Team" It's worth every penny/cent/whatever... From my experience, also the Costa Rica techs are very good.