1/5

posted Feb-23-2011

I called Alienware customer service over 3 days ago to try to get a technician to come to the office to see why our system was shutting off every time we were in the middle of a program, well after two long hours on the phone and numerous transfers to different departments, we still do not have an answer as to when we will have a technician. Every time I called it took each agent about 10 – 15 minuets just to figure out how to spell the tag #. After two long frustrating hours the agent finally agreed to send a tech out but we had to pay about $150 (mind you that we chose the best warranty plan when we purchased the product last year so that we don’t have to pay for troubleshooting).

They gave me a number of a company which they hire to outsource techs. I called them and they seem to know what they are talking about. I had to wait 24 hours for the order to get in their system. I finally call back 24 hours later and they advised me that the Alienware agent charged my credit card for a technician to set up a new PC!!! At this point all I can do is laugh of how incompetent ALienwares agents are. All I asked for was a tech to see why our system was shutting off and they scheduled a tech to set up a new pc. The outsource company said I had to call them back and re-do my whole order. WHAT A JOKE! After we spent over 10k on this system we can’t even get good customer service.

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