I am happy to report that my faith in social media has been somewhat restored. Two days after I posted Tina's gripe about Toshiba, she sent me a note saying, "I received a call today from Guy at Toshiba. He is shipping me a box to send my laptop to Toshiba. He tells me that if the techs there can't fix it, they will replace it or give me back my money!"
Thanks to the awesome Gripe Line readers who offered to provide Tina with phone support to get her laptop fixed and to those who offered to start a campaign to pelt Toshiba with e-mails so someone would take notice of her plight. It seems the company is paying attention to the blogosphere. I'll let you know how it turns out.
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So here's another gripe I've been trying to get resolved behind the scenes with little success. This one has only been going on for a couple of weeks, but the Gripe Line reader affected sounds as frustrated as Tina did. And I'm getting no response from the company: Alienware.
I have completely lost faith in Alienware and their deceptive tactics. I purchased a M17 laptop from the company. It cost over $2,000 and arrived defective with part of the keyboard and the network adaptor not working. I immediately called Alienware's tech support and was redirected to their website's knowledge database to find the solution and resolution on my own. After I refused to give up, the tech finally agreed to hold my hand while I did this. My Dad once said "A good deal gets better and a bad deal gets worse." This laptop has not gotten better. Even with 4MB RAM, I constantly get Out of Memory warnings; and it sometimes doesn't see the second hard drive. Something is not right and it's only getting worse.
So after a couple weeks -- but still well within the 30 days -- I asked Alienware for a replacement. Tech support asked me to try reformatting the hard drive first and assured me if that didn't solve the problem I would get a replacement. I agreed. In a perfect world, I would have formatted the laptop that night. But I didn't find the necessary free time for over a week.