Fantastic customer service, Great machines!
Written: Jul 25 '07
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I purchased an Area 51 7500 Quad CPU with 3.2GHz liquid-cooled overclocked desktop, plus an Area 51 M5550 laptop, 2.33 GHz core 2 duo.
I received the laptop first. Excellent performance - much faster than similarly rated laptops from other sources (not sure why, but I did order a 7200 rpm drive). Excellent screen - very bright, which I need. I was very happy and impressed. However, I did not get the opportunity to "test" the customer service, since everything went perfectly, other than to get a pre-agreement from them to take the machine back with full refund (not including shipping) if the screen did not work for my poor eyesight.
I did get the opportunity to check out their customer service on the desktop. The PS/2 keyboard and mouse interface was somehow damaged, and the mouse had a life of its own - moving around the screen and clicking on things at random, after the machine was on for about a half-hour. I guess they did not discover this because all of their mice and keyboards are USB, and a quick test of the PS2 would show it working.
I did not get a quick response, but when I did, they asked me to ship it back. This was frustrating, but liquid cooled systems are not something that the field service people can deal with. The problem was still not fixed when it came back. So, I thought: well, I guess I will have to live with this. The system would not recognize my mouse as a Microsoft mouse, so the driver would not provide the features. This was because I had to connect it via a PS/2 to USB connector.
Then I got a call from their service department: they offered to replace the machine with a new one. We worked out a plan timing-wise so it would hit my charge card (ship the new system, then refund on the return of the old machine) so I would not have to deal with the charge card. In addition, they arranged a field technician to come to my house to swap the hard drives!!! The machine arrived, I quickly tested it and found no problems, and the tech arrived the next day and did the swap. Everything is working great - the return shipping is picked up tomorrow to go back to the factory.
This is REAL CUSTOMER SERVICE!!!! And they even speak English... :) No foreign-based help desks here! Fantastic! And, the machine SCREAMS! Thank you, Alienware! Thank you Yas for your great support!
Recommended:
Yes
What product did you purchase or try to purchase? Area 51 M5550 & 7500
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