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Alienware design

Jul 23, 2014

1 Vote

Status: Acknowledged

The new alien design is very bad and terrible. Lot of people lost the feeling of getting a cool gaming laptop. M14x r3 M17x r5 M18x r3 looks very bad because people want the colour of red and black back. Also the previous design look so nice and the new design just killed it so they should think more about design. The previous keyboard feeling was really awesome but its like a typing on steelUse the r2 and r4 design and change a bit or make an new look of it, not like the current oneplease change begging you

1 Votes | 4 Comments

Categories: Alienware,

More and better Alienware peripherials

Jul 22, 2014

3 Votes

Status: Acknowledged

Please, if you could make some Alienware branded peripherials that'd be great. I mean, serious peripherials, because there are three of them: Tactx mouse, Tactx keyboard and Tactx headset, and after a little research I realised that those aren't that good. There isn't even a mouse for left- handed people. So please, give us more options when it's time to buy gaming accessories.

3 Votes | 2 Comments

Categories: Accessories (Keyboards, etc.), Desktops and Laptops, Alienware,

ultra portable alienware

Jul 4, 2014

1 Vote

Status: Acknowledged

Things have changed so much in recent years. Clearly its time that alienware must listen to the popular demands. When laptops like Razer blade 14 can deliver similar performance of alienware 17 in such a small and compact chasis then why would anyone go for a bulky system. Alienware should come up all guns blazing forlaptops which can compete with current ultraportable rivals.

1 Votes | 1 Comment

Categories: Desktops and Laptops, Alienware,

Bi-Partisan Graphics for Alienware Systems

Jun 26, 2014

2 Votes

Status: Acknowledged

One of the things discussed this year, particualrly at Game Developers Conference and E3, is how graphics manufacturers are less likely in the future to provide dedicated support to multiple game engines, instead opting to one or another.  For example, AMD recently announced Mantle support for CryEngine, whilst NVIDIA Gameworks has listed limited functionality for Unreal Engine 4 Subscription and full functionality for UE4 Custom License.As a developer for both engines, this makes it difficult for content creation as performance will take a dive on one of them, no matter which card I choose; however, it has been known for many years for DIY desktop users to have a setup where they can select which card they wish to run, either with certain pre-designed motherboards from EVGA or ASUS, or with the system set to enter the Boot Options screen whenever it is switched on...What I propose, therefore, is an experiment in benefitting independent studios or architects that make use of Alienware systems with said game engines.  In desktops this is relatively straightforward, as most good motherboards today provides ample space for a single NVIDIA card, and then another for AMD.  As for laptops, typically CrossfireX or SLI configs will occupy the full back-end of the machine (with two mobile GPUs situated side-by-side), so it might be possible to use this layout as well for one from each manufacturer [Fig. 1]:In conjunction with the RedHarbinger Cross Desk from my "Hiv3" proposal, this process could then be experimented with a paired SLI/Crossfire workstation setup (two AMD, and two NVIDIA), in a dual-system configuration [Fig. 2]:Bear in mind this proposal would be for Small Business customers; although it would satisfy some gamers, many would find it impractical unless they professional or independent game developers.

2 Votes | 6 Comments

Categories: Desktops and Laptops, Small Business, Alienware,

Make ECC RAM a standard feature on all systems

Jun 25, 2014

8 Votes

Status: Acknowledged

It is rather well known that systems using non-ECC memory have reliability problems due to bit flips: is no reason that any of computing device should have to suffer system failures because of a bit flip. Please make ECC memory a standard feature on all systems. That includes desktops, laptops, tablets, etcetera.

8 Votes | 7 Comments

Categories: Desktops and Laptops, Alienware, Mobile Devices,

Get rid of AlienRespawn!

Jun 25, 2014

1 Vote

Status: Acknowledged

I'm beyond angry at AlienRespawn. In order to use it to make an exact image of my system I have to upgrade to the premium version for $40. Windows already does this for free! But when you installed your Alienrespawn you disabled my ability to use Window's image system. Why would you *require* me to pay for something that Windows does for free? I think the fact that you're preventing me from using the Windows utilities is very anti-trust and I plan on filing a complaint with the FTC.As a gamer and computer novice I'm infuriated that you would instal a program that would prevent me from using Windows features. Especially when the Windows version is free and your version costs money. This is just plain unacceptable. Stop this practice.

1 Votes | 3 Comments

Categories: Operating Systems, Software, Alienware,

Get better tech support for initial Alienware tech support calls

Jun 23, 2014

4 Votes

Status: Acknowledged

Most people that buy Alienware computers are at least a little tech say. If they're buying an Alienware their probably buying it only because it's a gaming machine. Most gamers know at least the basics about computers. I do too.The first line people that answer the phone for Alienware tech support need to be more knowledgeable about computers. I realize that you can probably hire these front line people for under $10/hour, but you're wasting money, and angering off your customers, by having unknowledgeable people answering the phone and reading from a script. If you put people that actually know what they are doing, and maybe make $20/hour, you would have a much better - and MORE cost effective - customer service experience.Let me tell you how hiring competent tech support people that make twice as much as your basic front-line tech support people do would save you money.I just got my new Alienware laptop. I installed all the programs and plug-ins that I wanted on my computer. With that done I wanted to back up and make a complete image of my system. Obviously my computer came loaded with AlienRespawn, but there wasn't much information about the program. Looking through it I was a little confused as to exactly what I needed to do to make a complete image of my computer so I could restore it back to exactly what it is right now in the event of a critical failure preventing me from being able to load Windows. Unable to figure out exactly what I wanted to do I decided to use the good old-reliable windows image and back up. When I tried to use the Windows programs they crashed. So I called tech support.Just getting to the right person took me almost ten minutes. The Alienware phone number didn’t recognize my express service code, so I had to go to the automated menu. When the automated menu finally took me to where it was supposed to go the system just hung up on me. So I called back and spent I don’t know how long just trying to get a person on the phone. The person I finally got had no idea what I was talking about and it was a five minute argument just to get her to connect me to the place the automated menu had placed me (tech support à Alienware à personal use à laptops).  Once I finally got to the right person my headaches just began.  It took me over 10 minutes to try to explain to this person that all I wanted to do was to make an exact image of my system. Part of this included her taking over my computer to look at my remove programs window and then putting my on hold while she consulted with someone else. In the end she decided that AlienRespawn couldn’t do what I wanted and I needed to use windows back up. At this point in time she decided that it would be best to use Window’s back up programs. I use the term “she decided” loosely because I could hear someone standing next to her telling her what to do and what to say. At the point in time I started to get rather frustrated and asked to talk to her boss, who was clearly standing right next to her. He refused to speak to me and she refused to let me talk to anyone else.  During the next 20 minutes she fumbled around with my computer trying to figure out how to make a backup using Windows. This involved putting me on hold more than once and lots of speaking to someone standing next to her. During this process she insisted on turning off some of my user security settings against my approval. She promised that when she was done she would put it back (she didn’t). Finally after literally 40 minutes on the phone (plus the time I spent just trying to get to her in the first place) she finally had me to a place where I could click the button to start the back up. At this point in time she insisted that the backup would take too long for her to sit on the phone while it ran and insisted (I had no choice) that she hang up and call me back in two hours. I know that back-up wouldn’t take two hours and I didn’t have time to sit for two hours to wait for her to call me back. So I beg and pleaded and she agreed that in thirty minutes she would call me back and check on things and restore my security settings. She never called back and not more than 3 minutes after she hung up the phone the back-up failed and Windows told me that it couldn’t make the back up. So I’m back to square one. I’m very confident that someone that actually knows something about computers could have helped me do a backup of my system in about five minutes. Backing up your system is a very simple task that every computer user should be able to do. So it should be exceptionally easy for someone that works in tech support to be able to do without a 40 minute conversation.  So let’s examine how much this is going to cost Dell. For this activity we will assume that the entry level tech support person makes $10/hour. We’ll also assume that the basic customer support people make $8/hour. Considering that this lady’s supervisor, who was helping her, also couldn’t help her fix my problem, we’ll assume that he only makes $15/hour. Finally we’ll assume that a competent tech support person makes $20/hour. I’m assuming the manager makes less than the competent tech support person because this lady’s manager was not competent enough to fix my problem. I also spoke with a sales manager hoping that he could give me the direct email address of someone I could complain to. We’ll assume he also makes $15/hour. Initial call: 5 minutes with customer support person to get me to the right person: 0.08 min x $7.5 = $0.60 Initial call: 40 minutes with first – level tech support: 0.67 min x $10 = $6.67 Initial call: 20 minutes of manager support to first level tech support person for call: 0.33 min x $15 = $5.00 Initial customer complaint to Dell’s FB page requiring individual reply of basic customer support: 0.08 min x $7.5 = $0.60 Initial inquire to sales manager asking for information on where to submit a call: 0.08 min x $15 = $1.20 Initial inquire to IdeaStorm requiring a personal response and probably forwarding this comment onto someone who cares. There is probably a little more going on, so we’ll assume 10 minutes:  0.17 min x $10/hour = $1.70 I’m also probably going to post this complaint to another customer satisfaction person too, as soon as I can find the right person. They will likely give me some reply also: 0.08min x $7.5 = $0.60. I would certainly hope that all of my messages about this will result in some coaching to the person that handled my call and her supervisor, since they clearly provided me with unacceptably poor support and never even finished the call. I’ll assume that this will involve mostly emails between managers. I’m going to try to break it down here:1 – Emails between managers to get my comments to the right person: 0.17 min x $15 = $2.552 – Coaching between manager who gets this and manager who worked with this tech support person: 0.17 min x $15 x 2 managers: $5.103 – Coaching between manager and tech support person who took the call: 0.17 min x $15 (manager) = $2.55 + 0.17 min x $10 (tech) = $1.70 = $4.25Total for this follow up = $2.55 + $5.10 + $4.25 = $11.90 The problem still isn’t resolved. So I’m going to call back and talk to a supervisor. So we’re not done adding things up. Seeing as how the phone system doesn’t recognize my service tag, it’s going to be an involved proves: Follow-up call: 5 minutes with customer support person to get me to the right person: 0.08 min x $7.5 = $0.60 Follow-up call: 5 minutes with initial talk support to convince her to let me talk to a manager: 0.08 x $10 = $0.80 Follow-up call: 5 minutes to explain situation to supervisor to convince them to get me through to a higher-level technical support person: 0.08 min x $15 = $1.20 Follow-up call: 10 minutes with competent tech support person to solve my problem: 0.17 x $20 = $3.33 Assuming that all of this works and this follow-up call will get my problem fixed, this process will have taken a total of 2.75 hours or 2 hours and 45 minutes. This is for a total hourly cost to Dell of: $33.40. Now let’s compare that $33.40 to what it would have cost had you staffed the first-level tech support with competent IT people. Initial call: 5 minutes with customer support person to get me to the right person: 0.08 min x $7.5 = $0.60 Initial call: 15 minutes with competent tech support person to fix my problem: 0.25 min x $20/hour = $5. Total cost: $5.60. So to summarize: To solve my problem using your current method it took 2 hours and 45 minutes at a cost of $33.40. The result is that you have a very unhappy customer that is going to bash Dell’s tech support whenever possible. The customer (me) is also going to heavily consider the terrible tech support at Dell when buying a new computer (I had bought this one with the extended warranty assuming I would get strong tech support, now that I know that isn’t the case it’s going to definitely make me think twice before buying another Dell.) . It also frustrates a never-ending series of people inside of Dell that have to deal with a situation like this. Whereas if you had the front level tech support team staffed with competent IT people you would have had a happy customer excited to buy his next PC from Dell because of their stellar tech support and you wouldn’t have had to involve anyone other than the initial person who handled the call. Plus you would have saved $33.40 - $5.60 - $27.80. So as you can see, by staffing your front level support with competent IT people you can save money and keep your customers happier. Whereas by not doing that, all you have to do is loose customers. I’ll be honest. This experience really makes me question if my next computer will come from Dell or not. And yes, I plan on buying a new computer no later than when I have this one paid off at the end of the year. If you asked me right now if that computer would be a Dell, I would answer no.I hope this letter influences your decisions about how you run your tech support department. But I also hope it results in someone from IT, who is competent, contacting me to resolve my problem before I have to call in again and go through this to get this resolved. Thank you for listening! Regards,Tom

4 Votes | 7 Comments

Categories: Gaming, Service and Support, Alienware,

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