I would say file as many claims as you can with the BBB and your state atorney generals office then get a lawyer, even contact your local television stations to see if they have reporters who cover consumer fraud and what not. You will reach a far greater audience and maybe then Alienscare will be forced to act in order to save their reputation.
I am posting a follow-up to my post of about a week ago.
I just got off the phone with a Ms. ***** **** from Alienware support. She is a supervisor.
She acknowledged to me that my keyboard latch was broken at the instructions of their technician and at his direction.
However, according to Ms. ****, Alienware will not cover the physical damage even though it was instigated by their technician.
My warning to anyone who is not a technical/physical expert at working on their own system is this: if you are a lay person and do not know what to do - NEVER physically handle or fix your computer even at Alienware's direction - they WILL NOT cover the damage they cause.
This is a catch-22 since their current policy (also confirmed by Ms. ****) is to demand you open up your laptop before they will authorize it being shipped to the depot.
A few days ago they said they were going to fix my keyboard - but now, once they understood is was damage to the laptop case (a bigger repair?), they have rescinded the offer.
I stand by my critique that this is unethical treatment and unfair business practice.
I am not trying to whine, or spam, or ***** - I think anyone in my situation would feel ill-used and betrayed.
They caused the damage to my system, their records indicate such, but they won't step up to the plate.
What would you do?
I guess I'm stuck with a $3600 laptop damaged by the people who claim to support it.