Alienware complaints

FIRST CALL:

6 minute hold time. Tech had a hard time looking up my account number. After 4 minutes of trying to look me up the call ended abnormally. I don’t know why.

SECOND CALL:

John picked up right away. He looked up my account number quite easily. My account number is 229408. I explained my complaint about last night. John is getting me a supervisor.

After 6 minutes of holding came back on line and offered to transfer me to customer service.

After holding for 4 more minutes, John comes on and apologizes again.

It’s been 8 more minutes of being on hold. John comes back on the call and apologizes again.

A minute later Ace, who works in Customer Service, comes on the phone. I explained my complaint about last night. He explained that normally tech support supervisors leave the office at midnight EST. I explained that I called at 10:00 PM EST. He thinks that maybe they had to leave the facilities early for a meeting. Put on hold while he checks on that.

After 3 minutes of on hold Ace came back on the line. He called tech support and asked them when supervisors are available. Apparently supervisors are in the call center 24 hours a day. Ace thinks that maybe the supervisor was on a call with another customer and was not available when I asked for him. The tech support supervisor has promised to give me a call or email in the next 48 hours. Ace updated my phone information and then we finished the call.