so i have been recently talking with the service m...

so i have been recently talking with the service manager Tanner M, he has solved most of the issues, tried his best to give me the best service he could get me. i would highly recommend him if anyone of u are having major delays in progression of your laptop (i guess i was a rare case of having my laptop delayed). i am rating the service manager a 5 star for taking care of the issue and doing his best. but i am rating my overall experience a 4 star because i was getting really upset for a delay which was caused before getting help from the management team (i think they could have done better).. thanks for getting my laptop back and having it fixed :)
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10/27/2015
Currently the service manager is working on it.. things finally starting to look better. better communication and detailed information to where my laptop is and whats being done to it.
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While buying the laptop (alien-ware laptop worth over 5k with custom stuff done to it), the customer service before buying the laptop was excellent!!! nice guys, fast service, nice follow through. anyways

after owning the laptop for less then a year it started to have issues (yes i did buy 3 year extended warranty), the dvd drive wasnt working, and had issues with with graphic card.

long story short. there customer service after buying a product is horrible. let me tell you how bad it is. it has been about 6 months and my laptop hasnt been fixed. i have emailed them many times and their reply was "tech found a problem that needs to be addressed by the manufacturer so we have a repair set up with them" or they will say " tech is working with manufacturer to solve the problem"

after 5 months they started to say "I have escalated this issue to my manager already, so he is also involved and working with them to get this matter resolved as soon as possible."

i have spent alot of money on this laptop and also brought extended warranty. i dont think they have what it takes to keep this business a float.

i have been emailing them every 2 weeks and calling them once a month... (since i am really busy with life. i cant afford to be on hold for 30-45mins). i will update it to see what happens. i am guessing i am never gonna see that laptop ever again