Last year I purchased an Alienware Aurora R4 desktop machine from one of Dell's reseller's. At the time I was pleased to notice that included in the hefty (R30K) price tag was something Dell calls NBD - Next Business Day support.
On the 21st of April, the desktop machine suddenly stopped switching on. I contacted Dell's Alienware technical support team the following Monday, and was advised that the motherboard is faulty and will need to be replaced, and that I will be contacted the next day by a technician to arrange an appropriate time. Awesome. Next Business Day Support. Check.
The next day, as promised, I received a phone call from Dell, informing me that due to the part needed to repair my machine not being available, it will take, and I quote, "a day or two longer than expected". Less than awesome. But ok.
By Thursday the 25th, I gave them another call, and was told that they CANNOT give me an ETA and that I have to phone back on Monday to find out when they will have the part available. Really not awesome. Today, I gave them a call, and was told that the part will only be available on the 17th of May, and that parts availability is excluded from NBD support.
UNACCEPTABLE
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