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| MerdaPura Brazil. July 12 2012 15:20. Posts 147 | Profile # |
Hello TL, first of all, sorry if the thread title seems missleading, I didnt know how to narrow my entire post down to fit it so I had to improvise.
So let me introduce myself: My name is Vitor Lopes, im a Brazilian citizen residing in Sao Paulo - SP, and today I came across something that really not only fucked up my day, but fucked up about the last 6 months of my life.
In November-December 2011 I started doing some research on which laptop to buy, I was going to replace my 4 year old Dell Latitude which couldnt run Starcraft 2 faster than a calculator.
My first target were the Alienware laptops, as we all know, they are quite good for gaming.
But I was also looking for a good Technical Support, which I knew Dell has a fantastic one, as my latitude had the 3 year Complete Care and basically anything that happened would be fixed by them.
Their price was quite good, peaking at the U$ 2000 range (aprox. R$ 4000), which was a bit expensive, but would fit my budget (with the 4 year Complete Care service, do the math). I started to think I had found the one to buy.
But then after browsing their website some more I didnt find a shipping option to Brazil, which, I laer assumed that I should handle at the Brazilian website. And there I went, only to find that the only avalable to purchase here was the smallest one (11") for the price of R$ 4500 (aprox U$ 2250).
I believe most of you can agree with me that something was wrong then, so I ended up calling Dell. Since I had a pending tecnical issue, I was goign to solve both with a single phone call, and the technical support was the usual: Fast and simple. So I asked the man that was guiding me if he knew anything regarding technical support for the alienware laptops.
He told me that the only ones he had in his system were the only ones sold ages ago here (which I remember that cost over R$10000) and the 11" one, available on the Brazilian website, he also told me if I wanted better awnsers, I should contact the sales department, on which he kindly sent me to.
There a woman started talking to me, not on the most polite way (interrupting me almost every time I tried to talk and giving nearly the same awnser for ever question I made), she said that only the products sold in Brazil were subject to the Complete Care services, and that there was no other way.
That was probably the major setback of my research, as I could not find a matching cost efficent laptop on the website, but I had no other choice, I prefer have it and not use it than not have it and need it.
So after browing the website I ended up taking a better look at the XPS 15, which had a matching performance to the Alienware laptops, but ended up costing A LOT more (R$ 6000, U$ 3000)
But time was short and so were my options and I ended up taking the XPS 15 just because there was no other way.
And now 7 months have passed and I acidently drop my XPS and break the LCD. So I do what anyone with Complete Care does: Call technicla support, diagnose the problem and have the pats replaced.
The man that came to my apartment to replace the screen was very sympathic and friendly, we ended up having a nice conversation while he opened my laptop and replaced the screen. And I mentioned to him that I was atually going for the Alienwares, but I ended up with the XPS becasue it had no technical support here.
Guess what? Not only he says there IS but he also tells me that right before coming to my apartment to repair my laptop, he was repairing an Alienware.
Anyone can expect my reaction at that point, which was asking him if it was the older version or the one that I saw on their website (which they stopped selling recently). For my amusement and horror he said that it wasnt any of those, it was a brand new Alienware, one of those that are sold on the american website.
At this point he noticed that something was wrong so I told him the story of my research, he only told me that its the same company that sells the product on both regions, so the service should be availablle in both regions. And that if I wanted to buy one, I should order through the Alienware dedicated website and let Dell handle the shipping.
So now here I am losing my sleep because of this situation, laying on my bed at 03:11 writing down this post. I dont even know what to think at this point.
The only thing that I can even picture is to as soon as I wake up (IF I get some sleep), is to call them and ask for the recording of that phone call, as Dell keeps them recorded for safety and monitoring purposes.
But it has been 7 months, if there is any chance of it still being there, it is very low. And I hate having hopes that it might be there, because most of the times I have hopes on the smallest chances, it fails.
I dont even know what to do at this point, I ended up paying more for a product that does less than a cheaper one that I could have obtained if a fucking stupid saleswoman didnt have, I dont want to use this term, but its the only one that I cna think of, lied to me.
I know that someone that works with sales needs to sell to live, but is it right to lie and as a result hurting the conrumer worth it? I really want to know what do you guys think of it, as I am really considering bringing a law sue, but again, I need that dawned call for me to have any chances of sucess.
Thats what I think and feel, I promise that as long as Im awake Ill be watching this thread, and I would like to thank you guys for reading this long post, for bearing with any grammar mistakes Ive made and for helping me sort this one out. I dont want to overreact but at the same time I dont want to stand back and take that.
Once again, thanks for your time,
Vitor. |
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| -Kaiser- Canada. July 12 2012 15:46. Posts 544 | Profile Blog # |
Nvm, misread horribly.
Next time, do your research better. In the future, Alienware is overpriced silly-looking plastic. If you want a desktop replacement, ASUS are better and won't get you laughed at.Last edit: 2012-07-12 15:47:50 |
| | "Perhaps love is the process of my gently leading you back to yourself." |
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| Dakk Sweden. July 12 2012 15:46. Posts 572 | Profile Blog # |
I don't even know if the actually hand out recordings on demand. I don't actually think they keep an obvious record of every call, so they'd probably need the exact time and such in order for them to be able to restore it, if it's saved.
I do not know anything, these are speculations. I think you'll have to bite the apple, and accept the fact that this happened.
It is not nice of them, at the same time YOU purchased the laptop on your own free will, they did not MAKE you get the more expensive one, they merely informed you that the one you wanted was not available. |
| | I will not fear, Fear is the mindkiller. Fear is the little death. |
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| furymonkey New Zealand. July 12 2012 15:49. Posts 1502 | Profile # |
I am not expert, but I don't think you can find them liable. Sales people won't know everything, most of the time they only knows what the system/inventory tells them. You said that the website didn't show the available model in your region, so it's safe to assume that is also what the sales know.
I think the only annoying thing is that the woman said complete care service are only avilable to items bought from that region. Which should've raised an alert that she probably doesn't know she is talking about, considered those are global brands and there is always ways to get them repaired. Again I don't think you can do anything about it, it's just bad customer service I would think.
Just a question, with the budget you had, you should be able to easily afford a gaming desktop and a average laptop in the same time, is there any reason you need to play games in mobility?Last edit: 2012-07-12 15:52:56 |
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| Karshe United States. July 12 2012 15:49. Posts 211 | Profile # |
You probably should have made this a blog...
Sorry, but I kind of feel like it's a case of "Buyer beware." You say that "time was short" so you made a quick decision... but, if you're spending US $3,000.00 (am I understanding that right?), that's a pretty significant chunk of change and you need to take the time to research what it is you're purchasing and how it compares to other products.
Not intending to be a jerk or rub salt in the wounds... I just think it's a valuable lesson that everyone learns at some point, unfortunately. You need to be your own advocate when you're investing that much money into a product... a good portion of the time (I won't say "always"), the sales person or company is not on your side. They want your money.
I definitely would not plan on your phone call from 7 months ago still being in their database. I think your only option would be to contact them, make it clear you were given incorrect information and are upset, and perhaps they will offer you some sort of deal on a new laptop.
Good luck! |
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| Frozenhelfire United States. July 12 2012 16:36. Posts 407 | Profile # |
I'm surprised you didn't shop around a little more. Although it is generally known to the more "tech savvy" that Alienware is overpriced, it never ceases to amaze me that people never actually take their time when making a purchase of $3,000. Maybe $3,000 isn't very significant to you.
If you don't shop around you're practically throwing a (one) dart at a board and hoping it sticks. You may get lucky and get a very good bang for the buck, but often times you'll end up getting short changed. I'll go ahead and say that your shopping habit is very stupid. In many industries a company will offer a good product for a good price, but slowly offer a more inferior product because of brand trust among other factors. People don't have enough time to be an expert in everything. That is how companies like eMachines, Dell, and Alienware can offer inferior products to the competition. These companies may have at one time offered quality products, but now the alternatives are often better for a variety of reasons. When you buy from these companies now that they have had a lot of time being blindly trusted by people who don't have a lot of time to make the best choice you are paying extra for the brand.
Alienware makes cool looking things. They are also known a "top of the line" vendor. If you buy an Alienware you can often times rest assured that you're getting one of the better things money can buy, but you're also paying a lot for the design and the name. I've always laughed at people who computers for the aesthetic appearance. I'll take a desktop case that looks like a turd over a glowy one with a whole bunch of bells and whistles any day if the function (Airflow, cable management, and strong structure) for a lower price. I don't care how my computer looks because I look at the monitor. |
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| Attican Denmark. July 12 2012 16:42. Posts 529 | Profile # |
| Everyone gets fucked by Dell at least once. |
| | Elfen Lied, The Melancholy of Haruhi Suzumiya, Angel Beats!, Clannad, Clannad After Story |
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| Bobbin Threadbare Australia. July 12 2012 17:13. Posts 26 | Profile # |
On July 12 2012 16:36 Frozenhelfire wrote:
I'm surprised you didn't shop around a little more. Although it is generally known to the more "tech savvy" that Alienware is overpriced, it never ceases to amaze me that people never actually take their time when making a purchase of $3,000. Maybe $3,000 isn't very significant to you.
If you don't shop around you're practically throwing a (one) dart at a board and hoping it sticks. You may get lucky and get a very good bang for the buck, but often times you'll end up getting short changed. I'll go ahead and say that your shopping habit is very stupid. In many industries a company will offer a good product for a good price, but slowly offer a more inferior product because of brand trust among other factors. People don't have enough time to be an expert in everything. That is how companies like eMachines, Dell, and Alienware can offer inferior products to the competition. These companies may have at one time offered quality products, but now the alternatives are often better for a variety of reasons. When you buy from these companies now that they have had a lot of time being blindly trusted by people who don't have a lot of time to make the best choice you are paying extra for the brand.
Alienware makes cool looking things. They are also known a "top of the line" vendor. If you buy an Alienware you can often times rest assured that you're getting one of the better things money can buy, but you're also paying a lot for the design and the name. I've always laughed at people who computers for the aesthetic appearance. I'll take a desktop case that looks like a turd over a glowy one with a whole bunch of bells and whistles any day if the function (Airflow, cable management, and strong structure) for a lower price. I don't care how my computer looks because I look at the monitor.
How could you wonder whether or not 3000 big ones is insignificant to this poor sap (no offence bub)? He wrote the huge gut-wrenching piece we see above, concluding with him sleeplessly awaiting a stranger's take on the matter. Sound like someone carefree and cashed up to you?
OP, that's a real rough one but you gotta swallow that medicine. And be thankful for what you've got, I guess... |
| | I will sit right down waiting for the gift of sound and vision. |
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| McFeser United States. July 12 2012 17:17. Posts 2458 | Profile # |
| I had a tech friend that recommended that I buy an alienware. I kept looking at the specs wondering if I was an idiot. Turns out my friend was an idiot. He's not my friend anymore. |
| | Promethelax still hasn't changed his quote |
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| Bippzy United States. July 12 2012 17:21. Posts 1335 | Profile Blog # |
On July 12 2012 16:42 Attican wrote:
Everyone gets fucked by Dell at least once.
What I was thinking as I read exactlY. Dell aint no thang
Edit: Live and learn is the moral of the OP
Last edit: 2012-07-12 17:23:30 |
| | LEENOCK LEENOCK LEENOCK LEENOCK LEENOCK LEENOCK LEENOCK LEENOCK LEENOCK LEENOCK LEENOCK LEENOCK |
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| peidongyang Canada. July 12 2012 17:33. Posts 1460 | Profile # |
pretty bad, but still 10x better than any kind of "support" HP offers. if any1 remembers the nvidia 8xxx series fiasco/scam/fraud/whatever you call it basically heres the story:
dell, hp and apple models are equipped with a GPU bound to fail within the first 1 year
they make an update which keeps the fan spinning 100% speed. this increases the average lifespan to over 1 year. this means it outlives the usual 1 year standard warranty on all laptops
dell and hp refuse to replace laptops. apple deals with out-of-warranty customers with replacements.
many class-action lawsuits filed against HP. HP goes to court
HP loses in the US, but only refunds certain US models (no models outside US)
HP support offers to "replace" faulty laptops for canadian customers but at a cost of 500$. the most fucked up thing is that it is replaced with another fault GPU, thereby meaning your laptop will fail anyways.
Had to spend a good afternoon taking HP to small claim's court (Canada). Won since nobody showed up. However, it was after maybe 6 hours of calls(and holds) over a few months before they sent me my money.
Then they sent me the wrong amount, and it was a nother few months before they sent me the correct amount.
And this my friend is why I have not purchased or recommended anyone buying from HP again.
Also my HDD broke in 3 months. It was 160GB. They sent me an 80GB. I sent the 80GB back. They accused me of fraud (WTF?). Finally after 3 weeks I get the correct HDD.
So yeah, fuck them.
edit: and oh yeah, the canadian tech support is literally filled with incomprehensible indian people. usually indian support is fine, but these people had accents so thick no1 in my family could understand them. had to call the US tech support every time and explain whyLast edit: 2012-07-12 17:38:40 |
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| Figgy Canada. July 12 2012 17:40. Posts 1311 | Profile # |
Need to do your research a lot better... luckily when I bought my computer (Worth around $2000) I had a friend who is pretty much an expert come to a local computer store with me and help buy all the pieces seperately and put it together for cheap.
Also, there is no way in hell you'd ever get a recording from them even if it still exists. Those recordings are meant for employee training purposes and incase there are customer complains to verify. They don't give them out period. |
| | Bug Fixes Fixed an issue where, when facing a SlayerS terran, completing a hatchery would cause a medivac and 8 marines to randomly spawn nearby and attack it. |
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| Clarity_nl Netherlands. July 12 2012 17:44. Posts 3283 | Profile # |
On July 12 2012 16:42 Attican wrote:
Everyone gets fucked by Dell at least once.
Errrr.... I normally do not make posts like these because they're not constructive but.... QFT!
Don't sweat it OP!
Also, shouldn't this be in blogs? |
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| lisward Singapore. July 12 2012 17:51. Posts 868 | Profile Blog # |
You may have a case here, try taking it up to Dell first to see their reaction, because you made a purchase based on misinformation a representative of Dell told you, but 7 months is still long.
Also, in general, most top computer companies should have offerings that work well for gaming and have good after sales service. I don't even know why people buy Alien ware laptops. I mean people like to compare them to Macs, but hey, at least Apple laptops are good looking, portable and slick, whereas Alienware laptops are ugly and weigh a tonneLast edit: 2012-07-12 17:52:43 |
| | Opinions are like phasers -- everybody ought to have one |
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| Frozenhelfire United States. July 12 2012 17:56. Posts 407 | Profile # |
On July 12 2012 17:13 Bobbin Threadbare wrote:
Show nested quote +On July 12 2012 16:36 Frozenhelfire wrote:
I'm surprised you didn't shop around a little more. Although it is generally known to the more "tech savvy" that Alienware is overpriced, it never ceases to amaze me that people never actually take their time when making a purchase of $3,000. Maybe $3,000 isn't very significant to you.
If you don't shop around you're practically throwing a (one) dart at a board and hoping it sticks. You may get lucky and get a very good bang for the buck, but often times you'll end up getting short changed. I'll go ahead and say that your shopping habit is very stupid. In many industries a company will offer a good product for a good price, but slowly offer a more inferior product because of brand trust among other factors. People don't have enough time to be an expert in everything. That is how companies like eMachines, Dell, and Alienware can offer inferior products to the competition. These companies may have at one time offered quality products, but now the alternatives are often better for a variety of reasons. When you buy from these companies now that they have had a lot of time being blindly trusted by people who don't have a lot of time to make the best choice you are paying extra for the brand.
Alienware makes cool looking things. They are also known a "top of the line" vendor. If you buy an Alienware you can often times rest assured that you're getting one of the better things money can buy, but you're also paying a lot for the design and the name. I've always laughed at people who computers for the aesthetic appearance. I'll take a desktop case that looks like a turd over a glowy one with a whole bunch of bells and whistles any day if the function (Airflow, cable management, and strong structure) for a lower price. I don't care how my computer looks because I look at the monitor.
How could you wonder whether or not 3000 big ones is insignificant to this poor sap (no offence bub)? He wrote the huge gut-wrenching piece we see above, concluding with him sleeplessly awaiting a stranger's take on the matter. Sound like someone carefree and cashed up to you? OP, that's a real rough one but you gotta swallow that medicine. And be thankful for what you've got, I guess...
I can wonder because the diligence that should go along with a big purchase wasn't there. It is possible to not really care about $3,000 and still take serious offense to being deceived. Sleeplessly awaiting? He said as long as he is awake, not that he is staying up extra late for our opinions. Maybe he is staying up a bit longer, but most of the time it is something like: I'm going to bed in X hours, so I'll monitor the thread until then and go to sleep. Maybe you don't agree with my being blunt/honest, but that is the way I am. I'd rather have people be the same to me because it helps me a lot more in the long run. If the OP takes my post seriously at least he will have some more broad things to take away from it. Your post was honestly useless.
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| Sherlock-Canada Canada. July 12 2012 18:07. Posts 202 | Profile # |
On July 12 2012 15:46 -Kaiser- wrote:
Nvm, misread horribly.
Next time, do your research better. In the future, Alienware is overpriced silly-looking plastic. If you want a desktop replacement, ASUS are better and won't get you laughed at.
This is an ancient opinion. Dell has done a fantastic job with the Alienware line for years. Where once they were insanely overpriced and you were paying for the name, the current lineup are dollar-for-dollar some of the best gaming laptops available. Of course, many would argue that the concept of a gaming laptop is bizarre and hilarious, and I wouldn't disagree with them. But Alienware is a fine choice. |
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| lisward Singapore. July 12 2012 18:11. Posts 868 | Profile Blog # |
On July 12 2012 17:56 Frozenhelfire wrote:
Show nested quote +On July 12 2012 17:13 Bobbin Threadbare wrote:
On July 12 2012 16:36 Frozenhelfire wrote:
I'm surprised you didn't shop around a little more. Although it is generally known to the more "tech savvy" that Alienware is overpriced, it never ceases to amaze me that people never actually take their time when making a purchase of $3,000. Maybe $3,000 isn't very significant to you.
If you don't shop around you're practically throwing a (one) dart at a board and hoping it sticks. You may get lucky and get a very good bang for the buck, but often times you'll end up getting short changed. I'll go ahead and say that your shopping habit is very stupid. In many industries a company will offer a good product for a good price, but slowly offer a more inferior product because of brand trust among other factors. People don't have enough time to be an expert in everything. That is how companies like eMachines, Dell, and Alienware can offer inferior products to the competition. These companies may have at one time offered quality products, but now the alternatives are often better for a variety of reasons. When you buy from these companies now that they have had a lot of time being blindly trusted by people who don't have a lot of time to make the best choice you are paying extra for the brand.
Alienware makes cool looking things. They are also known a "top of the line" vendor. If you buy an Alienware you can often times rest assured that you're getting one of the better things money can buy, but you're also paying a lot for the design and the name. I've always laughed at people who computers for the aesthetic appearance. I'll take a desktop case that looks like a turd over a glowy one with a whole bunch of bells and whistles any day if the function (Airflow, cable management, and strong structure) for a lower price. I don't care how my computer looks because I look at the monitor.
How could you wonder whether or not 3000 big ones is insignificant to this poor sap (no offence bub)? He wrote the huge gut-wrenching piece we see above, concluding with him sleeplessly awaiting a stranger's take on the matter. Sound like someone carefree and cashed up to you? OP, that's a real rough one but you gotta swallow that medicine. And be thankful for what you've got, I guess...
I can wonder because the diligence that should go along with a big purchase wasn't there. It is possible to not really care about $3,000 and still take serious offense to being deceived. Sleeplessly awaiting? He said as long as he is awake, not that he is staying up extra late for our opinions. Maybe he is staying up a bit longer, but most of the time it is something like: I'm going to bed in X hours, so I'll monitor the thread until then and go to sleep. Maybe you don't agree with my being blunt/honest, but that is the way I am. I'd rather have people be the same to me because it helps me a lot more in the long run. If the OP takes my post seriously at least he will have some more broad things to take away from it. Your post was honestly useless.
I'm trying to say this as nicely as I can, but not everyone can be 'tech savvy'. I'm not speaking for OP here, but be easy on him, it is incredibly easy to get tricked by 'tech evangelists' or marketing. Like OP said so himself, he's been using a piece of shit laptop that can't run sc2, maybe he doesn't play games? My dad for example, doesn't know shit about computers, and if it wasnt for me being slightly more tech savvy, he'd listen to his Apple evangelist best friend and buy a $2000, so that he can surf Yahoo 'virus free'.
Maybe OP thought Dell was really good because of previous experience, his old laptop, and assumed their gaming offering would be good. Fuck maybe OP tried to do research, maybe he googled Alienware reviews, I guarantee you 100% the first few pages will be choke full of so-called tech websites raining down praise on Alienware laptops.
When my Dad goes shopping for a computer he nearly gets conned into buying a gaming PC so that he can 'surf better', and heck, as someone less tech savvy, arent you supposed to trust the 'savvy' computer salesman?
My point is, misinformation is a powerful thing.
Last edit: 2012-07-12 18:22:57 |
| | Opinions are like phasers -- everybody ought to have one |
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| Flonomenalz Nigeria. July 12 2012 18:20. Posts 2903 | Profile # |
More of a blog...
Dell sucks.
Sorry, but you should probably have done more research. |
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| Jakalo Latvia. July 12 2012 18:32. Posts 2347 | Profile Blog # |
| Yeah it never hurts to call a few times and get another salesmans/womans opinion. Or maybe even shoot an email to the main company. Don`t sweat it though, stuff happens. |
| | Nostalgia is not as good as it used to be. |
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| NeonFox July 12 2012 18:39. Posts 2362 | Profile # |
On July 12 2012 17:51 lisward wrote:
You may have a case here, try taking it up to Dell first to see their reaction, because you made a purchase based on misinformation a representative of Dell told you, but 7 months is still long.
Also, in general, most top computer companies should have offerings that work well for gaming and have good after sales service. I don't even know why people buy Alien ware laptops. I mean people like to compare them to Macs, but hey, at least Apple laptops are good looking, portable and slick, whereas Alienware laptops are ugly and weigh a tonne
I agree that Alienware laptops look bad and are overpriced, not to mention I don't understand the concept of a gaming laptop. I mean for the price you could get a desktop better than the laptop and a small laptop for traveling.
But you can't compare a mac and an alienware, they don't serve the same function and don't have the same parts. |
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