Hi there,
A few weeks ago, I posted here after being ignored by the Alienware customer service team and the management team for almost two months. Eventually, someone did respond, I was told my emails were "misrouted", I was refunded for my purchase, and I decided to repurchase the same system. Surely I couldn't get another defective one.
Well, it seems I have, and after contacting customer support earlier this week, I was asked to send in pictures of the issue (the base is essentially coming apart on one side). I did so, got a voicemail the next day that the pictures hadn't come through, and so I made them smaller and resent.
That was two days ago, and the customer service rep who is dealing with my case won't respond or confirm - no phone call, no response to my emails checking if they've gotten the pictures, etc.
Since then, I've also tried contacting through https://twitter.com/DellCares, and no-one has responded to my questions.
After having no issues with Dell for years, I'm absolutely amazing at the complete failure here - both the machines and the fact nobdy will actually take ownership through your customer service channels.
Would love to know who to talk to at this stage, given the claiming of misrouting emails and the lack of any response.
It's all a bit pathetic, to be honest.