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Part 1. I am crying. I have a story about @DellCares & @AlienwareTech & their horrible #customerservice. This is the 2nd chance I have given Alienware products & it will be the last.
#cs #badcustomerservice #alienware
#bbb
![batbrii [SCAN]](https://pbs.twimg.com/profile_images/1226309889183473664/OFWWpaBe_normal.jpg)
Part 2. In September my @Alienware monitor's image degraded & it was in warranty so I got a replacement. I sent an undamaged malfunctioning monitor. @alienwaretech sent me a DAMAGED albeit non-malfunctioning monitor. Here are some pics. @DellCares @bbb_us #CustomerServicepic.twitter.com/R9j65I3cQO
Part 3. My husband & I spent 10+ hours on the phone with @dellcares & @alienwaretech #customersupport getting the transfer shuffle or having our call drop immediately after giving the case #. We were told that a new replacement would be processed & promised confirmation.
Part 4. Multiple times we were told we would get a confirmation email, only to never receive it. We were promised call-backs, but even after 5 business days we never got them (except for one today) from @AlienwareTech to xfer ownership (for the 2nd time). #cs #badcustomerservice
Part 5. After sending an undamaged product to @AlienwareTech/@Alienware and them sending me a damaged one back & after MANY hours trying to get help I this email from Christy telling us "IT'S NORMAL TO HAVE SCRATCHES OR DENTS. It still works!" #badcustomerservice #ALIENWAREpic.twitter.com/jCfGLm5rxV
Part 6. @DellCares/@Alienware/@AlienwareTech Scratches & dents are normal on hardware casing but NOT on the screen. This is visible and impeding my view constantly. This is bad ownership. This is failure. If this scratch was on the stand I would not care. DELL DOESN'T CARE.pic.twitter.com/TPHHUzGzjb
Part 7. OH and to make things even better. This monitor periodically goes black. But @DellCares/@AlienwareTech/@Alienware now claims, as a result of me sending the scratch photos, that MY MONITOR IS DAMAGED AND CAN'T BE REPLACED. #delldoesntcare #badcustomerservice #cs #ALIENWAREpic.twitter.com/6ykOREu64Z
Part 8. So which is it @DellCares/@Alienware/@AlienwareTech? It's acceptable to send a customer a damaged monitor, but when other issues arise it's not OK to take it back because there's damage (@AlienwareTech's FAULT). Don't buy #Alienware. 100% of my experience has been bad.
UPDATE 1: I have been in conversation with @AlienwareTech & it seems with everyone's support they're sending a replacement (I'll believe it when I see it). @Alienware has also reached out to me. I responded but it's too early to tell if I will hear back from their team. #cs
I've purchased from Dell so many times in the past and always had issues. This is why I have vowed to never ever ever ever ever ever ever buy anything Dell related ever again.
This is entirely why the Alienware brand plummet led after Dell purchased them. Have used several Dell products, and they e all had issue very quickly. Upon closer inspection of trying to repair myself, I can confirm Dell uses inferior hardware, and half the time there are clear-
- misinstallition issues from factory. I've never recommended Dell, and definitely won't after hearing how bad their CS is.
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