I recently got a system Exchange from Aroura R3 to the R4 upon recieving my Aroura it came Not up to date with drivers ( which is fine) i called Dell Tech support they remotely installed the drivers to my new computer (awesome) then i began expirencing problems with my computer everything is running slow
so i contacted alienware support by phone number again. i spoke with someone that told me to reinstalled windows then it hit 12 O'clock and rep said they were closing no problem i understood so i re installed windows myself with the CD ( did not help still..)
so i reinstalled it a Second time... Still running slow for my data transfer...
so i contacted alienware support they ran tests like video stress tests but i kept telling them it was not going to be the video its the data transfer is really slow nothing came up as an issue to the representative for the video test ( which i figured cause i already ran it twice myself) still no issue resolved well unfortionatly i can only contact dell after 10pm which it closes at 12 as i stated before so he schedualed to call me today at 10pm
guess what... 10:00 no call.... 10:30 no call... 10:38 i decided to call alienware tech support AGAIN... i was connected with Carlos in costa rica i explained what me and the rep did yesterday blah blah well he has no record of Anyone helping me since 11/23/12 which i think that was from my old alienware or when i recieved the new one, he told me that he doubted anyone helped me, i explained what he helped wit me again, and he continued to doubt me so i said okay fine, explained the issues for the 3rd time, and asked him where do we go from here?
(also i remember this rep cause i had an issue with him with my old R3 he was Very rude to me, kept replacing my parts and i already did 3 times as you will see in the records and in the call logs, well i asked for his manager he told me that his manager was not available and was on vacation and assuered me that there were No manager or supervisor there, he hung up on me, i called back Luckily i got his manager i explained quickly what happened but i didnt remember the reps name i worked with previously then she said im guessing your the customer i was informed with that was dealing with carlos he was just in my officer and explained the problems with his customer ( me ) long story short they agreed to replace my system since they already sent a tech to my house for the same issues 2 times ( one of them the tech said that installing this component was a waste of time and it sounds like a virus messing up my system and left ran the test and guess what? no virus... so at thats why they authorized the system exchange finally... )
back to original story..
well carlos said he wanted to run a video stress test... i said i already did that myself and yesterday with another rep from costa rica he assured me that i did not do that...
At this point im sick of being called a liar and asked him nicely to please stop, he said he is only going by the records shown on the screen.
so he ran the test, he closed it like 1/2 way through we never got the results, then he told me to launch a game that i play that normally slows my computer down... so i launched Star wars the old republic it took 3 mins to load my character selection screen and he saw this through the alienware connect then i logged into the game and it took 5 mins...
so he told me we need to reinstall windows on my Hard drive i explained i already did reinstalled it twice, but he said he wanted to try it again, so he ordered a new CD for me and arranged an appointment to call me tuesday,
well i then clicked on my computer Rateing Area where these are the results
processor - 7.7 Ram -7.9 graphics 7.9 gaming graphics 7.9
Primary hard disk - DATA TRANSFER RATE - 5.9
i pointed it out to carlos he looked into it and then said okay let me send you a new hard drive then confirmed my address, then told me he was only going to send the CD's reinstall windows first if that didnt work he was going to replace the hard drive.... ( this is Ridiculous... )
then said before the call was over, do you have 2 mins to speak to my manager? i said Sure
so the call was transfered as you will see in my records i spoke with the manager in his introduction he said he was the supervisor of carlos and carlos is working very hard to make sure that this issues gets resolved as fast as possible,
i noted what he said and quickly said Fast as possible? supurvisor said Yes then changed subject so i just talked over him nicely and he stopped and listened.
i said if it was fast as possible i wouldn't have to install windows 3 times, be called a liar about dell helping me previously (he told me theres no record of anyone helping me and he would look into it and talk to the rep that did not follow up with me and ask him why he didnt save any noted) so i said well can you do that over the phone with me so i know who it was? he refused and told me it was internally Only i replied well i would like to know for my records he then refused again... then i said well again if its fast as possible why dont you send me a new hard drive, he refused and repeated that the CD's will be sent and carlos will follow up with me tuesday,
i told his supervisor that this is unacceptable and will only delay me having a working computer that i paid for.... he repeated once again - d that the CD's will be sent and carlos will follow up with me tuesday, i said AGAIN this is unacceptable, i am not satisfied with the help i have recieved, and i would like a replacement hard drive disk he replied sir would you like to make a complaint to our custumer complaint dept? i said Sure
i noted the time 11:57 pm. well i was placed on hold..... for 30 mins then disconnected.... guess what... Your Office is now closed... and he placed me on hold cause he knew that and probally didnt want the complaint
What the Hell is wrong with this picture? at this point i am NEVER EVER buying dell and going to now devert people around me to buy dell this customer service is Ridiculous i am Extremly pissed off and have taken my time to write this. Customers should NEVER have to go through stuff like this. and ontop of all that has happened i cant believe the quality your customer service is, you guys need to look into this case and notice that i am not lieing about any of this
Also i saw Dell corperate respond to me about " unresolved issue " while carlos was filling out the report and said he saved he i asked for the case number he assured me that there was no reason to give it out, and i will recieve an email about the case.... well guess what...
NO EMAIL!!!!!!!!
unbelievable,
Please contact me back on what is going to be done about this issue.