Alienware and Apple Customer Support - Like Hell and Heaven
As one of Apple reseller business owners and as someone who use Alienware laptop, I want to share my personal experience with these two brands. Alienware and Apple is like hell and heaven. Of course what I mean “hell” here is Alienware and what I mean “heaven” is Apple. Alienware customer support is probably the worst I’ve ever dealt with, it’s even worse than Nokia customer support. While for Apple, it’s probably one of the best.
Despite we don’t have official Apple tech support here in my country, I’m always satisfied with their customer support whenever I need repair. One of my friends ever shipped his MacBook for repair, it had lots of scratch everywhere. When Apple shipped back the laptop, it looked like a new one! They replaced almost everything within one week. You can count on Apple support, really. Lots of my friends told me they extended their AppleCare because of this cool support.
Compared to Alienware, obviously Apple is 100x better. Alienware took more than 3 weeks to repair my Area-51 M15x and they are extremely not transparent. Every time I called them and I asked “can you tell me what’s the problem with my laptop?”, they kept silence. They didn’t want me to know the exact problem of my own laptop. They were even late in shipping back my laptop simply because the replacement CPU was out of stock. Can you believe that? Alienware repair depot in United States doesn’t have enough replacement CPU? My guess is, they had lots of complains so everybody sent back their laptop for repairing.
Alienware also won’t ever answer your question unless they have to. They will only answer when you ask for the tracking number (when they ship back your laptop) or when you ask “what took you so long?”. Other than these questions, they will just ignore you. I heard lots of Alienware bashing everywhere JUST because of their poor customer support. But well, at least I have got my Area-51 M15x back and now it’s working perfectly…
