When I called Alienware for support, an automated voice answered immediately and thanked me for choosing Dell. She asked what she could help me with and waited for me to answer. If you don’t answer, she’ll prompt you to say a few words or choose from a list of options (recent orders, make a purchase, billing issues, or technical support). The menu repeats twice if there’s no reply, adding more specific options each time. After the third repeat, it transfers you to a representative.
I chose “make a purchase.” The automated voice asked if it was for personal or business use, then if I was interested in their Alienware and gaming computers. I was then transferred and put on hold. I listened to the pleasant music and automated promos for about one minute before a representative answered. He introduced himself and asked which computer I wanted to buy. I explained that I was looking at the Alienware laptops but needed help selecting one.
The rep asked basic questions about my computing needs. When I said I wanted their smallest laptop, he quickly read me the specs of their 14-inch model. I asked a few questions that he answered easily — he seemed knowledgeable about their computers. He gave me the full price of the laptop but said it was currently on sale. I asked about financing, and he explained their Dell Preferred account. However, I couldn’t apply for it over the phone. He needed to email me a quote that would include a link for me to complete the necessary forms.
Once I seemed content with the laptop specs, the representative started asking about the programs I use. He sped past the ones I already owned and gave prices for the rest. I would have liked some clarification at that point — for example, why I needed to buy their offered antivirus instead of using the free one I’ve had — but he didn’t give me much chance to ask. He seemed to have switched into salesman mode. He also recommended upgrading the hard drive and gave me prices for their warranties.
Overall, the rep was professional but a bit abrupt. It felt like he was just to get through a checklist. The menu system was easy to use. It’s all spoken but always understood me. I like that it gives you a list of options that get more specific as it advances. The call dropped at one point, and they immediately called back from 800-456-3355 without me giving them my phone number.
If you’re unsuccessful in calling Alienware support, try looking online. Other customers have mixed results from phone calls, especially with technical support. The reps are very helpful if you’re under warranty, but not so much otherwise. Dell’s website seems to offer the same information you can gather from a call; some things require you to go online anyway, such as applying for their financing. While Alienware used to be a standalone brand, all of its support is now Dell-branded.
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