Dear DELL Customer Service Rep - Can you help!?

[Mavericke_m15x]

I can't begin to explain it again, and I hate to have several threads regarding the same thing, but I'm hoping to get someone's attention here!

Check out my MAJOR problem here in the Alienware section.

Maybe you could chime in. How about a US tech support hotline!? Anything would be greatly appreciated. I have to be honest, my faith in Dell is deminishing quickly and I'm trying to start a "bashing" thread. I just want my problem fixed and I've tried everything!

I've spent THOUSDANDS of dollars on Dell/AW in the last 6-7 years. I own 2 laptops and a desktop. Two Dell and one AW. This is my second AW and I've owned 4 other Dells in the past before my current two - all paid for in cash. I recomended friends, family and even my job and school. Now, other people are asking and I can't give a good review anymore. I'm about to start up a business and I'll need 4 heavy duty machines and I'm just not sure I can buy Dell. Can you renew my faith? Can anyone!?

[atbnet]

Use their twitter page, DellCares (DellCares) on Twitter

They seem to be more helpful there.

[BatBoy]

Closing - please use the threasd you created in the alienware forum. There are options you can try which may help to resolve this... atbnet posted one and the other is here -

-----------------

As a reminder to all, fraud is not tolerated here on NBR. NBR has a very strict policy towards this.
Fraud discussion will be removed and infractions issued with possible bans.
Do not discuss. See the forum rules.

Thanks.

-----------------


A few AW Forum members have posted issues with obtaining warranty repair, system exchanges/replacements.

I have put together a few bits of info which might assist in obtaining resolution. A similar thread was created for Dell XPS M1730 owners which has proved very helpful in concentrating all discussion to one thread, providing a place to post experiences/vent frustrations and share tips to use when contacting dell.

Dell provides an option on their main site to assist in escalating a given issue which is not being resolved through normal tech support channels.
Most of the Dell websites have a link at the bottom of the main page. For the US, UK and Malaysia sites, its listed as 'Unresolved Issues'. If you are in another region, check your Dell website for your specific country - some sites do not have this feature/link.

• US based customers - Unresolved Issues
  
  
• UK based customers - Unresolved Issues
  
  
• Malaysia based customers - Unresolved Issues

When using these links, you will be greeted with two options:

1. Customer Service (this is defined by Dell as 'Missing, damaged or incorrect orders, Lead time issues or Refund or exchange problems')

2. Technical Support (this is defined by Dell as 'Products not functioning and Operating System problems')

When filling out the related webform, be sure to provide your case#. Your case# is generated when you first contact Dell Technical Support for assistance. Recap the situation and be polite. Provide your contact info and request a follow up.

NOTE: You need to contact Technical Support and work with the Tech Support Rep prior to using the Unresolved Issues link. Dell will not accept straight contact via this link without first reporting the issue to tech support and allowing them a chance to resolve it. Again, you must contact tech support first. Unresolved Issues should only be used if you are faced with a brick wall and are not receiving any response to your requests for assistance.


Alienware Legacy Systems

Quote Src: Alienware Support - Alienware Forum - Alienware Club - Dell Community

Finally, as a reminder of NBR's forum rules, please -

• Do not post content from private correspondence, such as email or chat, within the forums. Posting any other persons private information such as email, phone number or address could result in banning.
  
• Foul language isn't necessary to discuss notebooks and help people, so it won't be tolerated. Any attempt to bypass the bad language filters will result in an infraction against the user and that post being edited or removed. Using asterisks or any other symbol to disguise language is considered bypassing the filter.

So, if you are faced with a support issue, have already contacted tech support and are hitting a brick wall with obtaining repair or replacement/exchange, feel free to post here.

As a reminder to all, fraud is not tolerated here on NBR. NBR has a very strict policy towards this.
Fraud discussion will be removed and infractions issued with possible bans.
Do not discuss. See the forum rules.

Thanks.