04-08-2003, 12:35 PM
I don't know how many of you have ever dealt with Alienware's customer/sales/tech support on the phone, but let me tell you it is a fucking joke. I can't believe I've actually read reviews that say they are great. They obviously didn't talk to the idiots I talked to.
First off, and I may be mistaken, but I believe when you call them their support is in Costa Rica. I think I read this somewhere, but I can't recall where offhand. It would make sense since every person I've ever gotten on the phone there barely speaks English. (Note to Alienware: If you really care about your company, get a fucking staff that is literate!)
So, basically what that comes down to is their main office is in Florida, but the phone number and office they use for their MAIN business is in some Third World Country?!?! Who the fuck does legitimate business like this and honestly expects their company to prosper?
Okay, now to the actual call. Before I called, I tried customizing the system online to get a rough estimate how much it would cost. Now, all day yesterday they had a promotion running for free shipping. Considering how much shipping costs, that was a big selling point. This was around noon, but I didn't actually planning on ordering until later. My mistake! I go back online around 4:30 PM EST and see the promotion is still good (pop-up ad tells me so), but the phone rings so I get distracted. When I get back, I decide to refresh the page and lo and behold, the free shipping is mysteriously gone and replaced by another promotion (one that actually adds money to my order which I'll explain later). Who the Hell changes a promotion in the middle of the Damn business day? (I know, 4:30 isn't really the middle, but considering their sales department is open until 9 pm it's pretty close.)
Now, I'm confused so I call them up and proceed to get incompetant, illiterate moron #1. He has no clue what I'm talking about, but does decide to go and ask someone in sales about it. He comes back on and says the web guys just changed the site so there is nothing that can be done. Umm excuse me, but the promotion was just there 5 minutes ago and you can't make the slightest fucking exception?!?! Fine, I hang up, but then get to thinking how wrong this is so I call back and get incompetant, illiterate moron #2. I then ask to speak to a manager and this is where the fun begins. Paco keeps hemming and hawing and refuses to get a manager, saying he's busy on the phone and I would have to be put on hold. I say fine so he does that. Guess who comes back on the phone? That's right incompetant, illiterate moron #2 again insisting on trying to fix things. If I wanted your fucking help Paco I'd take it, but since you barely speak English I want a MANAGER! I had to demand to speak to someone in charge around 5-7 times before actually being put through. Finally I get someone who is supposed to be a sales manager, but when asked what his title is all he could say was "I'm in charge on the floor." I've worked with plenty of Mexican temps in the past so I know they always have one "leader" who does all their talking and negotiating since he's the one that speaks and understands a little more English than the rest. I got the feeling that this is what's going on in that joke of an office over there. Needless to say, Mr. "Manager" refused to budge as well, saying the promotion was done and they couldn't accomodate me. Because they won't take off the lousy $200 shipping charge, they are losing out on a $2000 sale? Who the fuck in their right mind does that? It just goes to show just how stupid they are over there.
Now, back to the new promotion that adds money. It was for some free CD-RW drive that frankly I have no desire or need for. I already have the DVD-ROM chosen so I don't need the other. It wasn't something I wanted originally and I still don't want it now. I click on the customize option to remove it to try and save money on my order and guess what. Removing it takes absolutely NO money off! Before all of this the option for the 2nd optical drive had something chosen and I was able to remove it to lower my cost. Now, I can't get rid of the 2nd drive and am forced to pay more. Once again it was something they refused to budge on.
Bottom line is this, if you ever planned on dealing with this company, DON'T! Save your time and money and go with a legitimate company that actually gives a shit about their customers. Sorry this was so long, but I was and still am very pissed. To think, if I just would have clicked BUY 5 minutes earlier, this would never have happened. :angry:
First off, and I may be mistaken, but I believe when you call them their support is in Costa Rica. I think I read this somewhere, but I can't recall where offhand. It would make sense since every person I've ever gotten on the phone there barely speaks English. (Note to Alienware: If you really care about your company, get a fucking staff that is literate!)
So, basically what that comes down to is their main office is in Florida, but the phone number and office they use for their MAIN business is in some Third World Country?!?! Who the fuck does legitimate business like this and honestly expects their company to prosper?
Okay, now to the actual call. Before I called, I tried customizing the system online to get a rough estimate how much it would cost. Now, all day yesterday they had a promotion running for free shipping. Considering how much shipping costs, that was a big selling point. This was around noon, but I didn't actually planning on ordering until later. My mistake! I go back online around 4:30 PM EST and see the promotion is still good (pop-up ad tells me so), but the phone rings so I get distracted. When I get back, I decide to refresh the page and lo and behold, the free shipping is mysteriously gone and replaced by another promotion (one that actually adds money to my order which I'll explain later). Who the Hell changes a promotion in the middle of the Damn business day? (I know, 4:30 isn't really the middle, but considering their sales department is open until 9 pm it's pretty close.)
Now, I'm confused so I call them up and proceed to get incompetant, illiterate moron #1. He has no clue what I'm talking about, but does decide to go and ask someone in sales about it. He comes back on and says the web guys just changed the site so there is nothing that can be done. Umm excuse me, but the promotion was just there 5 minutes ago and you can't make the slightest fucking exception?!?! Fine, I hang up, but then get to thinking how wrong this is so I call back and get incompetant, illiterate moron #2. I then ask to speak to a manager and this is where the fun begins. Paco keeps hemming and hawing and refuses to get a manager, saying he's busy on the phone and I would have to be put on hold. I say fine so he does that. Guess who comes back on the phone? That's right incompetant, illiterate moron #2 again insisting on trying to fix things. If I wanted your fucking help Paco I'd take it, but since you barely speak English I want a MANAGER! I had to demand to speak to someone in charge around 5-7 times before actually being put through. Finally I get someone who is supposed to be a sales manager, but when asked what his title is all he could say was "I'm in charge on the floor." I've worked with plenty of Mexican temps in the past so I know they always have one "leader" who does all their talking and negotiating since he's the one that speaks and understands a little more English than the rest. I got the feeling that this is what's going on in that joke of an office over there. Needless to say, Mr. "Manager" refused to budge as well, saying the promotion was done and they couldn't accomodate me. Because they won't take off the lousy $200 shipping charge, they are losing out on a $2000 sale? Who the fuck in their right mind does that? It just goes to show just how stupid they are over there.
Now, back to the new promotion that adds money. It was for some free CD-RW drive that frankly I have no desire or need for. I already have the DVD-ROM chosen so I don't need the other. It wasn't something I wanted originally and I still don't want it now. I click on the customize option to remove it to try and save money on my order and guess what. Removing it takes absolutely NO money off! Before all of this the option for the 2nd optical drive had something chosen and I was able to remove it to lower my cost. Now, I can't get rid of the 2nd drive and am forced to pay more. Once again it was something they refused to budge on.
Bottom line is this, if you ever planned on dealing with this company, DON'T! Save your time and money and go with a legitimate company that actually gives a shit about their customers. Sorry this was so long, but I was and still am very pissed. To think, if I just would have clicked BUY 5 minutes earlier, this would never have happened. :angry:
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