Premium Customer Service and Tech Help for all Alienware Customers

February 12, 2012

Posted By:  Rouge_Recon

7 Votes

Status: Archived

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Considering how much Alienware customers spend on average vs other customers, we should get favorable treatment and access to more experts when it comes to needing customer service and tech help.

I've had to call Alienware tech support once before, and basically, the service was useless.

The techs for Alienware are the same techs that would help Dell customers. I could tell he was reading off of a script and had no clue how to solve a BSOD problem I was having. Even when they involved a supervisor in the Alienware department. They both basically wanted me to just go away. Why would I pay for an extended warranty if this is what I should expect? 

I fixed the problem myself.

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  • Feb 20, 2012     Comment Link

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    Posted By: malkboy

    Hey Rogue.. How much would you be willing to pay on top of the system for a warranty like this?  Because effectively you'll price the system outside reality if Dell were to try to make this happen with every system.
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  • Feb 16, 2012     Comment Link

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    Posted By: Rouge_Recon

    This just came out on the web. Look it up:

    "HP assigns dedicated tech support for Elite PCs"
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  • Feb 16, 2012     Comment Link

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    Posted By: Rouge_Recon

    It's not that convincing because I didn't put a lot of effort into expressing it. Revamping the customer service department would cost Dell to much. But I figured I'll post something anyway. 

    Do this by: 
    *Eliminating all low end technicians.
    *Hire fewer, but more experienced technicians.
    *Offer scheduled phone calls,chat,email at a time of the buyers choosing.
    *Assign a technician to each Alienware customer.
    *Offer a VIP Alienware service for instant access to a technician.

    In a nut shell, get rid of your run-of-the-mill grunt and give us the Navy Seals of technicians.

    OFFER EXTREME SERVICE WITH YOUR EXTREME COMPUTERS!
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  • Feb 14, 2012     Comment Link

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    Posted By: MxMatrix

    So what is your idea exactly?
    I can read between the lines you want better specialised and trained service personell, but that doesn't come out realy convincing to my opinion.