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Poor Quality, Technical Support and Customer Service
Posted by Mrndom on 07/17/2005
NEW JERSEY -- On May 9th, 2005 I ordered an Area 51 7700 5.2G system. It arrived on May 19th, 2005. Between May 19th and 20th, the system was turned on for a total of 2 hours during which time it crashed repeatedly, i.e., repeated blue screens and memory dumps. On May 20th, I spent over 1 hour, over several phone calls, with Alienware technical support.

Technical Support
The quality of the technical support was poor at best. The first recommendation was that I forward the error to Microsoft and wait for them to respond. That made no sense to me. The support specialist then had me download drivers and recommended that I wait a day or two and if the problem came up again to call back. I requested a call back and was told that it was not possible. After the call ended, the system crashed 2 minutes later and again I was on the phone with Technical support. Another set of solutions was suggested. None worked.

The final recommendation was that I complete running the Windows diagnostics myself because technical support could not stay on the phone with me. At that point I decided that I was not interested in keeping a machine only 2 days old, that repeatedly crashed and poor technical support. I paid for a high quality system. I did not receive a functioning system. At no point did anyone suggest onsite service.

Customer Support
Upon informing Customer Support that I would be returning the system, I was told that a 15% restocking fee would apply as per the warranty. The warranty states that the fee "may" apply and "not" will apply.

Dealing with customer support was not a good experience. I was given several different dates as to when the refund would be processed. I was given different amounts to be refunded. The final insult was being told that I would be charged for Windows XP, even though the software was returned and NEVER activated.

I am now turning to regulatory agencies to get the rest of my refund.
     
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Posted by vindog on 2006-08-29:
I bought the most expensive computer they made, an MJ12 with dual processors, 4gb ram, RAID, dual 20″ monitors, the works for $5.5k. The intent was to make it be one solid fast machine to do photography workflow, graphic design, and office/email all on one computer which would replace three others. It has been the worst computer buying mistake EVER, and it’s still not over.

After a nightmare of logistics because they wouldn’t ship to my business address at the UPS store, I recieved the computer in late May. Well, most of it….it was missing the entire set of cables, powersupply and software for one of the BenQ monitors. The other monitor didn’t have the BenQ software either (Pivot software so you can rotate the monitor, and monitor profiles.) Called them and they said they’d ship the power supply and cables rather than RMA the entire monitor. Also, there was almost no “manufacturer” documentation for the components like the Windows license, video card manual, and typical stuff you see bundled with a PC. It came with a folder with Alienware nonsense, a spec sheet, a card to call support with an ID and phone number you can barely read.

Then, as I was trying to setup and install the software, I realized they hadn’t installed Windows XP Pro on the “system drive” but instead installed on the mirrored pair of “work drives” (with an unformatted fast drive just sitting there.) Apparently a few of the 230+points of QA inspection weren’t done here. So, I called their tech support to ask about this and they began vigorously inserting their thumbs up their behinds. I gave up, and broke the RAID, rebuilt the RAID, reinstalled the OS from their recovery disk on the proper system drive and began the rest of my journey. Naturally, this is the point where I messed up; instead of returning the whole thing right then I figured I’d deal with one little set-back. I am naive.

The recovery disk and support disk did not include any but one driver that pertained to my system; so I spent hours trying to figure out why the raid controller driver wouldn’t install, why the audio drivers wouldn’t install, etc. Luckily the network card driver was the right one so I eventually went to the website and found all the proper drivers. But, if they send a Driver CD fresh from the factory, you don’t question whether they sent the right stuff there…

Once the requisite apps were installed, Office and Photoshop, I noticed that the system reported only 2gb of the 4gb that I installed. I called them again and asked “is this expected for this machine?” and they said (mumble in spanish) “kinda”. As I was waiting for the power supply before I blew a gasket, I didn’t push this, but their explanation of “it’s there, Windows doesn’t report it properly”. I ran some utility within windows they told me to download and it showed 4gb. The bios showed 4gb, so I gave up.

Weeks go by, and they send me a POWER CORD. Not a power supply, but a cord that typically plugs into the back of the PC for 110V from the wall. I call them and scream. In the meantime, the system began just simply crashing without notice, and then not being able to reboot. When I say not rebooting, I mean not even seeing the BIOS, forget about getting the hard drives to spin.

We have another 4 hours of troubleshooting with the legendary Alienware all-hispanic help desk resetting the CMOS, video, ram tests. They say I need to reinstall Windows again. WHAT???!!! I scream again. I tell them that this motherboard is bad and they should send me a new one or take this thing and RMA it for a new system and let THEM troubleshoot it. They say they can do that, but it would be over a month before I’d ever see my computer again. And they’d needlessly format and reinstall Windows again. I was certain it would come back in worse shape than it left while they held it hostage for a month.

In the meantime, they send me another power cord instead of the BenQ powersupply and dvi cables. I scream again. And waste another few hours of support call.

So, by now with all the stalling on their end, the system cannot be returned per “clearly posted policies”.

Two months later, they finally agreed they don’t know what they’re talking about, and RMA the entire monitor…but I have to charge this up front $500 and receive the chargeback once they get the returned unit.

Back to the rebooting problem; they have me run a series of extremely long tests on the RAM (2 hrs each X4) and then they say “it’s the gell on the heatsinks of the processor”. So, they send me a kit of two complete heat sinks instead of “gell”, and schedule an onsite tech to replace them.

Two weeks later, that job is done, and the reboot problem still lives. I call them again, and we spend another 4 hours troubleshooting (doing the same stuff I had already done.) Oh, and when you call these people, you have one guy who starts of with “can i please have your alienware id number” then “verify your email address” and then “verify your phone number” and then “is this regarding a previous incident” then you have to explain EVERY SINGLE THING YOU EVER TALKED ABOUT TO THE LAST GUY. Then, he passes you to a SECOND GUY who does the exact same thing (id, email, phone, previous incident, explain every single f’ing thing you ever talked about with the previous last guy.)

We move memory around from one slot to another, different pair combinations, run a second set of RAM tests that take 2 hours each, etc. and prove that the system board (as I told them from the beginning) is bad.

I estimate about 50 hours of MY troubleshooting time, phone calls, waiting, being asked redundant questions, tests that proved nothing. 23 phone calls, 23 different “technicians”, 22 overall BS sessions designed to make me go kill myself and go away rather than actually help me. Several of these calls I just hung up because I became dangerously close to becoming homicidal. This is probably how you feel after you’ve taken a prison full of Bubbas and want pay-back.

As of today I finally have the order for a new system board, and a onsite tech will be installing that. BUT, I had to put the new board on my credit card pending the return of the bad one.

8/16 UPDATE: board was installed, but memory only reports 2gb still. Alienware still cannot explain this except to “reinstall Windows” from scratch which would take another full day of work for me. Also, periodically the machine will sit at a blank screen once restarted (no bios messages, nothing.) Let it cool down a bit and it starts just fine.

Word of advice: don’t ever buy Alienware systems, and tell everybody you know to stay away.
Posted by kat0506 on 2007-06-28:
I have read so many bad reviews now on Alienware I cant even question their truthfulness, maybe I got lucky, I don't know, but customer service was always nice, and helpful, and maybe my friend got lucky too, she has had 2 alienware laptops, and loves both of them, wait loved both of them, she left one on for a week on high performance mode in vista without turning it off and she well... fried it, but she loved it enough that she bought another one, and I dont blame her, I love my desktop from alienware too.
Posted by kat0506 on 2007-06-28:
oh and also all of the reviews I have read are at least 1 to 2 years old maybe alienware changed since then, other than being bought by dell
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Newer Review Alienware
Posted by Trucxrule on 01/20/2011
Short & sweet -

I wanted to give folks a more recent story on Alienware laptops than 2005-2008, etc. Had my MX15 built May, 2010. Price just shy of $2,400.00. Great looking & great working out of the box - for maybe 5 months. It developed video issues : drivers not responding, blinking, artifacting & BSOD. Burnt up all my roll over minutes talking to support for hours on end. They simply reloaded software & drivers as I had already done.

Finally, a remote assist showed them my LCD & wireless cards were both going bad. After telling me I could return/refund the product they reversed course & had me send it in for repair. A one day rush job & I had it back with only a video card swap out & no mention of the LCD or WiFi card THEY found earlier. Paint scratches all the way down to the metal were found on the lid that they clearly did while turning it over on the bench for service.

I then researched them more & found this site and MANY others with the same types of complaints. In trying to resolve my complaint support offered to take the mx15 back for 50% of its value! People there are better and cheaper lap makers to go to. Sager, IBuypower & Mtech all could have made me a laptop with better components for the same $$$. I really wanted to like Alienware ( I bought 3 - the other two are MX11's -so far no broken hinges or other problems with those...) So please be aware what you are getting into with Dell. High price laps should last years, not be in repair all the time.
     
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Posted by trucxrule on 2011-01-22:
Update: I went to Dells " Unresolved issues" route & a person emailed they would have a resolution within 24 hrs - so far I haven't heard back ( and don't expect to) . Thought I'd sell this lap on EBay but they are already drowning in them!
Posted by trmn8r on 2011-01-22:
I am shocked, shocked to learn that a subsidiary of Dell has poor customer service and products of marginal quality. Looks like Dell bought the competition and integrated their company values into it.
Posted by DunkinEmployee16 on 2011-05-12:
Dell Customer Service is the worst pile of crap. First of all for AlienWare you're paying for the name brand ever since Dell bought AlienWare they've turned the company to a crap company to deal with.

I'd rather build my own computer, and or buy from less known brands like IbuyPower, Newegg, Sager, and etc.

Don't deal with these computers.
Posted by rich on 2013-07-29:
Stay away from dell.They have gone down the toilet.Sager is known as the god of laptops among all hardcore gamers.
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Alienware Area 51m 7700 laptop is a faulty product, Alienware will not acknowledge this
Posted by Spider1981 on 06/30/2007
In May 2006 I ordered and received an Alienware Area 51m 7700 notebook computer from www.alienware.com for a total of $3,912.00. The computer ran incredibly hot from the beginning, which eventually led to a failure of the motherboard in November 2006. I was frustrated at the time, because I've never had this problem in any (not to mention much less expensive) computer I've ever owned. "These things happen" I told myself, and fortunately the system was still covered under warranty, so I sent it in for repair.
When I got the computer back, it was at least operational, but the overheating issues continued. This eventually led to the failure of the motherboard from overheating again in June of 2007. The only difference now is that the warranty was up, and boy did Alienware like to hide behind the "your warranty has expired" angle. Yes, I understand that my warranty is one month out, but the same issue has occurred again. This clearly points out to me that they did not properly diagnose and repair the issue the first time around. I was told that they would gladly look at the computer as long as I paid for all shipping/labor/parts, which all totaled could end up costing me a quarter of the computers worth, and this thing is barely a year old.
I did some research online and found an alarming amount of Alienware customers have had the same issues with the model Area 51m 7700. I brought this up to their customer support but they denied it, even though I found talk of a class-action lawsuit due to the failure rate of this model.
This company knows nothing of customer retention, customer loyalty (this was my second Alienware computer), customer satisfaction, and only seems to care about their profits. Please do yourself a favor and avoid them at all costs. It will save you so much frustration and anguish in the end.
From now on I will do my homework more thoroughly and make sure a company has some pride and accountability in their product before making such an expensive purchase.
For now, all I have is a $4,000, year old paperweight.
-Kody Belshe
AlienID 299759
     
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Posted by Paks on 2007-06-30:
Alienware is now owned by Dell.....nuff said
Posted by Starlord on 2007-06-30:
I have heard Alienware pc's do not have adequated ventilation, and the heat can kill it. For about, I don't know, $8? you can buy a pancake fan and install it in the pc to increase ventilation and help keep it cool. true, I think it is Dell's job to think of this, but hey, I am gonna do all I can to protect a big investment, and if it gets so hot, I will not run it until I know why.
Posted by dfields on 2007-06-30:
you can't blame Dell. Alienware, was having known problems long before Dell bought 'em. I use a laptop fan (has 2) for my inspiron. i purchased it at Target for $32! did you think to do this? most laptop's do not have proper ventilation and will run hot, therefore, if the system is for say, gaming--it is going to get a lot hotter.

i agree with you starlord! people need to start using their BRAINS. consumers will get screwed no matter the product or from whom. its everywhere, nowadays!
Posted by spider1981 on 2007-06-30:
just to follow up with you, I did have a fan "plate" thing that plugged into the USB port and blew air onto the underneath, but it didnt do much good (obviously)
-Kody
Posted by dfields on 2007-07-01:
no matter the situation...u stated the laptop ran hot from the beginning. you should have returned it for a complete refund or an exchange. companies will d**k people around, just to get them passed the refund period! it sucks, but thats how it is.
Posted by spider1981 on 2007-07-03:
Wow, everyone's an expert. (sorry) This machine is a desktop replacement and a gaming machine with a desktop processor. It is expected to run hot, but I guess it ran too hot, and I'm sorry I didnt know exactly how hot was too hot.
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Alienware Is a Big Disappointment
Posted by ParaDad on 04/21/2006
It took Alienware two weeks after my order was paid for to tell me they had no cases on hand for this featured laptop model. When it was finally shipped from the factory, two of the three boxes were missing; the laptop arrived but the software and peripherals did not. FedEx never took possession of them, this was confirmed over the phone. But it took another week to get Alienware to admit this.

When I finally received the rest of the order I get everything set up and connected and turn on my new laptop for the first time. I had been waiting for the Norton security software, Works Suite, and the mouse, bluetooth adapter, external floppy drive, things like that. So it would be done right and all together.

Well, the drivers for the internal hardware were not installed, in fact a lot of the drivers were not installed. The wireless card would not connect, even though I had a very good signal on my WiFi Finder. And both of the installed CD/DVD drives would not open -- the light would flash and I could hear something but the doors wouldn't open on either one of them. That's just what I've found wrong so far. Not much I can do with it if I can't install from CD or get on the Internet.

Alienware brags about being based in Florida and having all of their computers built on-site in Miami. Well, their tech support is in India -- but they won't tell you that. These guys all gave American names but I could hardly understand what they were saying. Never did get the wireless to work, that guy just passed me off onto some other department to deal with the drive bays problem. This new guy wanted me to turn the laptop over and open it up, at which point I was supposed to remove the drive bays and do something to them. I didn't understand what he was expecting me to do, I couldn't even figure out which panel I was supposed to remove. And besides, I didn't have a screwdriver to fit those tiny little Philips head screws.

See, I'm in a wheelchair, paralyzed from the chest down, and I can only use one hand at a time because I need one in my lap to support myself so I can sit up straight. It was very hard to turn this laptop over, it weighs like a slab of lead. I told the tech on the phone, I'm going to need on-site service for this, and why I can't do this. And I do have an on-site contract with them. But I was told that's not possible. In fact, I've been told not to call them again unless I have someone here with me that knows how to work on this thing.

I am a disabled veteran on a disability pension. I never should have financed something so expensive just so I can have something to do. I know now that I could have bought two Dell XPS gaming laptops and got change back for what I've committed to for this thing... this thing that I have yet to even use. Don't make the mistake I did, don't buy from Alienware. You'll only be sorry you did.
     
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Posted by viperpa33s on 2006-04-22:
I want to thank you for your service to this country. Alienware taking advantage of a disabled vet is sickening. Alienware has to be the worst computer company. You pay $4,000 to $5,000 and they sell you garbage. Owning a Yugo was better than owning a Alienware. There tech support stinks and they don't honor there warranties. You pay to have in house support but they make you take apart your own machine. If you work on your computer and it breaks, the warranty is VOIDED!!! Dell owns Alienware now so you may want to contact Dell's corporate office. Get your money back anyway you can. Contact your state attorney general, BBB, even your local news.
Posted by viperpa33s on 2006-04-22:
One thing more which I forgot to say cause it got me so riled up. I hope you paid by credit card cause then you can dispute it since they sent you a faulty computer.
Posted by tawanda on 2006-04-22:
From the bottom of my heart I thank you for your service to our County and for protecting my freedom. Although we are sometimes remiss in our gratitude for our service men and women, we should always remember that freedom isn't free.
Posted by tawanda on 2006-04-22:
It wasn't too terribly long ago that 60 Minutes did an expose on Publisher's Clearinghouse. PCH was intentionally targeting the retirement community duping them into spending thousands of dollars to better their chances of winning. As I recall the government went after them for their conduct...
I mention PCH to get to this point - I can't imagine our government, let alone our nation to tolerate such treatment of even one veteran. Maybe by forwarding your complaint to 60 Minutes or Dateline and, as Viper so aptly points out, naming Dell as the parent company, you might be able to receive the refund (and then some) that you quite rightfully deserve. :)
I know to each their own, but I've never worked on a bad Micron...
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Alienware Has No Honor! Do not buy from Alienware
Posted by Phaldun Empire on 02/24/2010
Dead pixles again after Alienware so called repaired my system.
Dead pixles again after Alienware so called repaired my system.
Aloha, I purchased this very expensive $5,000.00 computer from Alienware in 2007. It has been a nonstop battle with them over the phone with tech support and sending the laptop back and fourth to them through the mail. The warranty will run out in April of 2010.

I have been wronged greatly by Alienware. It has never worked properly and all I have done for the last three years is trouble-shoot it with them over the phone. I have had to send it back to them at least 10 times. Every single time it has come back, there is either something new wrong with it, or they actually made the computer worse. A constant problem of dead pixels is one problem. No matter how many times they replace the LCD screen, more dead pixles seem to pop up only a week after I get it back. One time they actually replaced the LCD screen with dead pixles with another LCD screen that already had dead pixles in it. Another time they returned the computer with the hard-drive wiped out. They accidentally erased my whole computer and I had very valuable pictures of the first year of my daughter's life on it. Yes I know I should have backed up my files, but the DVD drive on this computer has always had a problem with it and Nero will not work. It errors out most of the time when I try to burn to a DVD using windows. I have always told them of this, but time and time again they forget to replace the part. They never ever completely fix it and there is always more problems.

Even after all of their mistakes and bungles, they refuse to build me a new system. I even told them I would accept a desktop tower. It would be less expensive than the $5,000.00 I paid for the laptop. It probably would also be easier to repair. They have also told me that a refund of my hard earned money is out of the question as well.

What can I do? This is so unfair to me and I deserve better customer service that I have received. They sold me a very crappy computer and they have the additute of not really caring or trying to do what is right. I have sent the computer back to them about 10 times. It is obvious that this is a very defective computer at the core and cannot be fixed, unless they have tech repair people that absolutly do not know what they are doing. I don't know what I can do.

I am currently researching Falcon Northwest computers and I am already impressed. I have not been able to find any significant bad reports about them. Is there hope in the battle for a nice computer that works like it should in the world now?
     
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Posted by Anonymous on 2010-02-25:
Wow....a 5k usd laptop?? I didn't know they existed. Anyway, it doesn't say where you are located but using the word, Aloha, gonna guess the U.S. Since they don't seem to be fixing the computer or giving you a new one that you have asked for, I suggest a small claims lawsuit. Gather all your documentation and contacts with the company and file a claim for the 5k you are out.
Posted by Soaring Consumer on 2010-02-26:
Alienware is owned by Dell and this is definitely a bad case of Dell Hell, voted helpful. I don't know how well Dell will respond to a small claims suit because they are so big but it is worth a try.
Posted by Anonymous on 2010-02-26:
This may exceed the amount you can file for in small claim court, but more importantly, you have to be able to serve them. And if you can serve them, you have no way to force them to court. And if they default, you have no way to enforce the judgement. SmallCliam Court really works best when it is between you and a local merchant, but still, it is not a o lot of money to file, and you never know.
Posted by The Ant on 2011-09-10:
Most states have a Division of Consumer Service - if you are in Hawaii, it should be: http://hawaii.gov/dcca.ocp. Figure out what the company promises online, and if they have misadvertised any thing - you have a complaint. Clearly document your complaint with consumer protection. If they can't/won't help, then escalate your complaint to the State Attorney General and/or Governor.
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Alienware Sucks
Posted by HawaiiBrooke on 01/03/2009
MIAMI, FLORIDA -- My husband and I bought a refurbished laptop computer on April 10, 2008 and when we received the computer it did not work. We bought this computer for $1033.98 through EBay Alienware Outlet Store. I now believe that we received a computer which had been returned to them broken and was then roughly patched up and passed on to us. I called their technical support on eight separate occasions and spent at least eight hours on the phone trying to get the computer working. Their best solution was to have me, a person with no computer experience, take the computer completely apart and try to fix the problems. Technical support had me remove the hard drive, install all drivers, take the keyboard off, and remove and replace almost every essential component of the computer. When I repeatedly asked to send in the computer for repair they refused and instead had me (again) remove the hard drive and mail it in. They then sent me a “new” one. What we received several weeks later was password protected for some other person’s user profile with no password. I called them again and again their best answer was to have me take apart my computer and re-install all the drivers. The warranty is now expired, but the computer still does not work. I had asked on several occasions, within my warranty, for them to take the computer back and fix the unit properly. Alienware refused. We now believe this was done intentionally to cause the 90 day warranty to expire thus requiring us to pay for the parts.

We had saved for a year to buy this computer. All we want is that which was promised to us when we purchased the machine, a working computer. We have called Alienware and asked them to please take it back and repair the unit. They refuse unless we pay for all the repairs. We took the computer to Falcon Computers here in Waimea to see if they could fix it. The technician looked at it and immediately knew that the problem was probably a faulty motherboard and stated that there would be no reason any computer technician would not be able to diagnose this repair.

This further cements our feelings that Alienware purposely and knowingly ran out our warranty to avoid paying for this repair. We want either a working computer or our money back.
     
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Posted by Soaring Consumer on 2009-01-03:
That is Dell Hell... we all wish Dell didn't buy out Alienware.

I'd sue in small claims court because it is obvious that they sold you a lemon product.
Posted by CM Frank on 2009-03-22:
I feel your pain. I am going through something similiar with alienware. We paid 3,666.95 for a M15x brand new and it has been in repair since the moment it came out of the box. after a year still refuse to give us a refund and everyitme it comes back from the repair depot it is still broken. They are registered with the bbb at the following link. https://odr.bbb.org/odrweb/public/getstarted.aspx


I sent my compliant to several news agencies and filed a complaint with the attorney general. I f don't hear anything in 30 days I am taking them to small cliams court. It costs a hundred bucks to file but is a step worth taking.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Alienware Tech Support Run-Around
Posted by Kels.b.56 on 04/20/2013
UNKNOWN -- I bought a M15x laptop June 2010 and roughly one year after I experienced an overheating problem, just the beginning of my problems I assure you. I called tech support, after all I had never had a laptop last me longer than 2 years; I expected a problem or two. After 2 hours on the phone I was assured that everything was fine. Even though the area around my mouse and keyboard was so hot it was burning me. I knew what was wrong it had happened to every other laptop I'd every used around the same time. Its fans were clogged with cat fur; I own two cats both long fur. Yet they refuse to listen to me and told me I just needed to get it air conditioning. I was deeply offended.

Over the course of the last year (2012) I experienced crashes, blue screens, unexpected shutdowns, overheating, problems with my internet connection (that were not modem related; every other connection in our house was fine), my screen would just suddenly go black and my battery wasn't charging. I didn't want to call tech support I was afraid I would get dismissed again. I considered going to another computer repair center but didn't want to break my warranty so reluctantly I called around January 2013.

They seemed friendly and helpful. Quickly diagnosing that my computer needed to come in for repair. They sent a box and pre-paid postage. However when the box got here I quickly discovered that my computer was too big for the box. I called and asked if they had a bigger box, they said no, that I should find one and send it as soon as I could as it was important for it to be sent in. I didn't have one and I didn't want to buy one (I'm a student and rely on my parents for money). It seemed kind of pointless for me to buy a box when they had sent me one. I managed to stuff it into the box they had sent to me. I shipped it all the while hoping it would be returned in relatively good shape.

I was expecting to be without my computer for around a week. That is what they told me after all. Alas, it was returned a couple days later. I couldn't help wonder if I had stuck the stickers on wrong and if it they were returning to sender. I checked the addresses and it had come from Alienware/Dell and was being returned to me. Wow, that was fast. I opened it, excited to have it back and working again. Well almost working, the battery still wasn't charging, but if that was my only problem I'd live with it.

A few days later while working on my laptop, it starts screeching at me and it pops up with a very familiar blue screen stating that my computer has crashed. I brush it off thinking that it was a fluke. Except it happens again the next day and again a few days later. A very familiar pattern emerges over the next several months and I get angrier and angrier. Weren't they supposed to have fixed this?

I call tech support and after a few test am told that I have to reinstall window 7. Alright I can do that and I don't have to send my computer away to do that, a plus. I'm handed off to a manager to do a survey. They say goodbye and I'm faced with reinstalling Windows.
I Google it and get started. I back up my system and follow the instructions I found on how to reinstall windows. The whole process takes me two days. I get frustrated. When it comes back the screen isn't the same, and the most important thing I can't control how bright my screen is. Having chronic migraines this is a big problem, my screen is to bright and I'm trying to figure how to adjust it.

Again I turn to the ever faithful Google. I'm no where after hours of trying and worse I've now triggered a migraine with the light.
I'm beyond frustrated. I shut the computer off and go to bed with a pounding headache. I've given up on adjusting the light for now. I think maybe reinstalling some of the alienware software may provide the answer so I start reinstalling everything, Skype, Acrobe, Microsoft Office and everything else I could think of. Friday night I again have a migraine and am no closer. On top of everything else, the crashes have returned. I'm angry.

This shouldn't be happening, tech support assured me that reinstalling Windows would fix this problem. It should have been fixed four months ago when I sent it in.

I call tech support the morning of 4/20/13. After an hour wait I get a person and explain my problem. I'm asked how I reinstalled Windows and then told I did it wrong, that I was supposed to be walked through the process by a tech. I was told to restart my computer, then press F12. After I did that I was told to insert the re-installation disk and to select the option with CD/DVD/BD-rom.
I was not asked if I would like to back anything up before we started this process, and feeling rushed, didn't think to ask.

The first few steps were self explanatory, the tech asked me to tell them when I got to a certain page and I did. They then gave me a set of instructions I didn't understand, after asking them to repeat themselves several times they got very frustrated with me and I made a mistake with the instructions.

I am not great with computer and defiantly not good with computer terms. I felt very lost during this step and felt the tech was very frustrated and angry trying to explain it to me. When I made the mistake, I felt very harassed and just wanted to get off the phone with him as quickly as possible. We got to the end of the re-installation and I was told to call back when it was done.
About half an hour later my computer was back to its normal screen so I called, as instructed. I had a wait time of 45 minutes. I am told that they will call me in around an hour. I agree. I ask for an address so that I can file a complaint with the Better Business Bureau and am talked in circles, I never get an address.

I wait an hour and half before calling back. I'm told that they were just about to call me. I'm led through instruction on how to get aliencontact. I'm then passed from one tech on the phone to another tech online. Before hanging up with the phone tech I again ask for an address, and again I'm talked in circles but given an email address. I was passed to the online tech, who would be installing all the drivers.

They took control of my computer for about an hour and a half and when needed something asked. They reinstalled almost everything that came with my computer. They didn't reinstall Microsoft Office 2010. They called when done and disconnected. As of right now (an hour after) everything seems to be fixed. Well almost everything. The battery still doesn't charge correctly, and the screen does still go black if you touch the monitor, at all.

     
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Posted by ok4now on 2013-04-21:
Alienware used to be a great company until Dell acquired it. Now you are subjected to the infamous "Dell Hell" tech support. I wish you the very best.
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StarStarStarStarStar
Alienware/Dell is Finally Stepping it Up!
Posted by Pdrescher2318 on 07/25/2012
I first contacted Alienware sales support through the online chat thing. I built my setup, and spoke with James Williams on the chat. This happened on Tuesday, 07/17/2012. I received a quote via email, but told him I had to think about it. On Friday 07/20/2012, I decided I would purchase, so I emailed James directly, and he responded INSTANTLY and said the quote is still good, and would have a financing person contact me in one hour. Got AMAZING deals with the $100 off and the Dell Advantage program with free 2nd day shipping.

Just before an hour passed, I got a call FROM AN AMERICAN SALES person to process my order. I got the confirmation email and my order was already passed the processing stage, and into the production stage THE SAME DAY!

Again, I purchased a customized Alienware M14X R2 on Friday, 07/20/2012 with custom nameplate and everything. It is now Wednesday, 07/25 and my M14X is already halfway here! Fedex estimates it will arrive tomorrow, 07/26. From order date of Friday, 07/20 with a delivery date of 07/26 for a customized M14X with custom nameplate all within ONE week!?!?

Alienware/Dell is FINALLY stepping it up!

I still have my M15X, and it is still running STRONG! I can't WAIT to play with my M14X R2 tomorrow after work! I will keep this updated, but with my experience with Alienware/Dell so far, I have never had a down moment yet!
     
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Very POOR Customer Service
Posted by Jrosecentury on 06/08/2012
Hi folks - I thought you might want to know about a customer service nightmare I'm having with the Alienware Solution Station. My son is 13 and saved up to buy his Alienware M18x. He had a problem and tried to resent to factory settings and made a mistake. His bad...should have looked on line for instructions first. Still, we called Alienware and asked for help. For a fee, they said they would take care of it.

That was five weeks ago. Fourteen phone calls later. Four technician appointments - three of which had NO technician show up. First, they did the basic re-install. However, they couldn't get the wireless card to work and came to the obviously incorrect conclusion there was something wrong with the wireless card (it was working fine before we called them). I waited for a technician a few days later. He showed up, replaced the wireless card and it still didn't work. I called back. They worked on the software some more (remotely) and still couldn't fix the wireless. So, they decided that the replacement wireless card was bad and needed to be replaced again.

I received two confirmation calls from Dell but the technician never showed. When I called, I was told it was because the part was backordered. Nobody ever called to tell me (these are three hour time windows I'm waiting).

Then, two more confirmation calls for a couple days later. The technician never showed and lied about calling me and waiting 20 minutes. At that point I said that I wasn't going to wait again for a wireless card that was unnecessary in the first place. The Alienware support person asked what I wanted him to do - so I said I wanted him to fix the software. After about an hour, he did. He discovered that the technician who did the initial work (a month had passed at this point - and about 10 calls) did it incorrectly and nobody ever went back to check it. Then, however, it turns out we had a problem with graphics that we didn't have before.

He couldn't solve it and instead said that we needed a new graphics card. So, today, I waited again. I got two confirmation calls from Dell and the technician didn't show up. Again, because the part is on backorder, but nobody told me. So now, I've spent countless hours working with my son at times (of course, he has to go to school at some point), taking up time in my working day, and most of it wasted because the support people did the job incorrectly the first time, told me I needed parts I didn't need, and have on-site technicians who lie and don't call customers to tell them they aren't coming.

Today, I asked to talk to someone who might be interested in hearing about this. Tech support transferred me to customer service. They wanted to transfer me to tech support. Finally, I got the woman to understand that I thought they might want to know that their tech support has been terrible and their on-site technicians don't show up. She told me her manager would call me. Who is good for a bet that I don't hear a word?

So...I wait...with my frustrated kid...for the part that is on backorder and the technician who doesn't call and there's nothing I can do, except let other Alienware users know, just as a heads up and just in case someone who cares is looking.
     
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Posted by ok4now on 2012-06-08:
A quick history lesson that may explain the problem. Alienware was a small independent company that made fantastic high-end computers, mostly for gaming. Their sales dropped and Dell bought them out. So now when you buy Alienware it is really Dell with their horrible customer service. My first computer was a Dell and I learned real fast what "Dell Hell" is. I won't make this mistake again.
Posted by trmn8r on 2012-06-08:
Like the previous commenter, I made the mistake of buying a Dell (ONCE). What a complete POC, and the customer service, sales and financing departments match the quality of the computer. NEVER again.

As I read this complaint, it brought back memories of my first year as a Dell owner. When a Dell rep called at the end of the year, possibly hoping to SELL me an extended warranty, I unloaded on her big time. They never called me again...

It's really sad - back in 1995 I budgeted, spec'd and bought Dell computers for the offices of the company I worked at. The customer service was excellent and free at that time.
Posted by KevinTX on 2012-06-11:
Look at the bright side, your son may want to get into computer repair after this :)
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Alien to Support - What I'm doing
Posted by The Ant on 09/10/2011
I purchased an M17x in 2009 - after Dell had acquired Alienware. This purchase followed two other negative experiences. Why did I buy a third, you may ask? Because I was promised that Dell's influence had changed the juvenile Customer, Technical, & Warranty Support previously provided by Alienware.

Guess what - it seems they have actually gotten worse.

The M17x has experienced all kinds of problems. It seems that there was a period where it was experiencing power issues and needed a new BIOS update. Unfortunately, the BIOS update hadn't been developed and it took "them" 3 months to develop it. All the while, my purchased warranty ticking away.

When I made requests for my warranty to be extended during the down periods, the company laughed at me.

Further problems ensued. There have been too many problems with this system to reasonably document.

So, I made the request that the company buy back the machine - to which they also laughed at.

I made a call back to the Florida Division of Consumer Protection, and it seems that my case on the past two machines was "just closed". I was not notified . . . no calls . . . etc.

Since, I have sent letters to the Governor, and the State Attorney General asking why the Division of Consumer Protection is not supporting Florida residents.

Also, I have been in contact with a supervisor from the Division.

My complaints are:

Dell/Alienware advertised an In-Home/On-site Service for which it is not possible to get.
Dell/Alienware did not provide the warranty support for which I paid
Dell/Alienware has denied me periods of Customer Service/Tech/Warranty Support for which I paid.

There's much more, but the key is that I did not get what was advertised; what I paid for; and I'm tired of feeling ripped off.

This lemon and the related experience has soured me to the point that there will never be another Dell product in my home.

My opinion, from reading other reviews . . . in this forum and others . . . is that it is great to vent about your experiences. By doing so, you make other consumers aware that they are not alone.

However, my time and money is important to me. I don't like being jacked around by Dell Alienware Customer Support after paying a premium for their product.

And the bottom line, if all of the complaints listed in this forum and others, found their way to the State Division of Consumer Protection - I think a lot of Alienware's foolishness would stop.

But, it will take consumers organizing - and not just complaining.

I wish you the best - but stop throwing away your money, and just taking the ensuing proverbial butt raping. Make it stop!

Yours,
The Ant
     
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Posted by Alain on 2011-09-11:
Thanks for spreading the word! Perhaps also send a complaint to: http://ftccomplaintassistant.gov
It doesn't take long and though the system is exceptionally slow, I'm assuming (maybe optimistically) that eventually someone may notice.
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