Alienware Customer Service

[Pantlegz]

I figured I'd come bitch about Alienware here and see if anyone has had luck getting a native English speaking rep(and cares to share the secret).

Long story short, I ordered an Alienware laptop w/ Graphics Amp + GTX 1080 and received a laptop with 2 Graphics Amps and no GPU. I emailed support Thursday evening and they're supposed to respond within one business day but I haven't had any luck so I called and I feel like I'm getting shafted even further. The first person I talked to offered to return one of the Graphics Amps and credit me $199, which seems fair. I was told I would have to re-order the GTX 1080 which doesn't seem so fair but he told me they would make sure the price was $199 so I figured I'd give it a shot. The sales rep was nice enough to inform me that they didn't have any GTX 1080's in stock but they could offer me a "comparable" GTX 750 Ti. Needless to say this isn't acceptable when I asked him to go ahead and put the order in for the GTX 1080 even though it's out of stock and I have a feeling it will never be in stock. I'm also questioning whether he placed the order at all I haven't received an email saying so and I don't trust Dell's website, half the time I go look it doesn't have the order that I've received in my "Orders" page.

I don't have any reservations returning the whole setup if I can't get the 1080 I just want to make sure they don't find some way to drag this beyond the normal return period and attempt to stick me with a $2,800 laptop that isn't nearly what I was expecting with an empty Graphics Amp.

So, does anyone have a connection at Dell that might be able to get me some real answers/assistance?

 

[DooKey]

Return that thing and build your own system. We can help you out.

 

[Pantlegz]

I appreciate the offer but I'm well versed in pc building. The point of the laptop was to replace my desktop with a 3970x and a pair of gtx 680's but still be able to run 1440p at around 120fps. I don't game a ton anymore and I figured at this price it was about a wash between getting a laptop and a 1080 for my desktop. But without the 1080 it hardly seems worth it. I was thinking about it on the way home and this whole situation seems very bait and switch-ish. Sell me a 1080, claim they're out of stock and offer a 750. I mean come on...

 

[SteveGrabowski]

I'd get a full refund and look elsewhere for a laptop. What a con trying to get you to take a garbage 750 Ti.

 

[blankslate]

Depending on how soon you need the laptop perhaps wait until the 1070 part is released in laptops and the current ones with the 980m GTX will come down in price a bit. that 980m is still fast it will just only be 60% or so as fast as the 1070 part I am guessing


____________________

 

[aigomorla]

lmao... a 750ti is comparable with a 1080gtx?

uhh yeah.. my golf cart is comparable with my tesla p85d, they both have 4 wheels li-ion battery and are electric yea?

Return that laptop imediately before you miss the window.
Tell them you request a FULL refund without any restocking fee, or any sort because they BOTCHED the order and you did not get what u did not pay for.

Then i would write a complaint email to customer service about the entire experience, as complaints must be forwarded to a Supervisor.
Make sure u also include the email where that stupid tech said the 750ti is comparable to to a 1080gtx.... i would also put it on my face book for LOLz at dell's stupidity.

 

[Blue_Max]

I join the chorus of "return it" and thank you for bringing it up because I was tempted to go Dell too. There's a deal for ~$800 US that would get me the Inspiron 15" 7000-series machine with GTX 960M and 4 year warranty... Affordable plus 12 months of payments with zero interest takes the edge off.


...but then you have to deal with Dell service (ASUS isn't much better) and I'd be stuck with the 960M with the potential mostly-full-desktop 1070 coming for mobiles very soon...

Itching for my new laptop... waiting is painful.

 

[Pantlegz]

I'll give them a call, probably in the morning due to my schedule today, and see what I can get sorted out and more than likely returned. When I spoke with them yesterday and said if they can't make it happen I'd return it they were adamant about me not returning the order and they would sort it out. I'm worried about the timeframe though, depending on when they invoiced it (I can't get the invoice online because their customer portal is nothing less than awful) I may be past the return deadline. If they give me a hard time I'm thinking Dell might need another consumer protection act lawsuit.

Side note: I got an email response back from the email I sent Thursday and of absolutely no use. He claimed I never ordered the GPU. So I kindly replied and asked him to look into the notes from my phone conversation yesterday since they were able to locate it as well as provided him with a screenshot of the chat log confirming it had been ordered and the screenshot of Dell's website showing it listed as a option, as of today there are no nvidia GPU's listed as an option with Graphics Amplifiers.

 

[terpsy]

send an email to Michael@dell.com

You will get a response and better service than calling their support line.

It will still be from India, but they handle your case from beginning to end, and have always been excellent to deal with.