Alienware

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Alienware Has No Honor! Do not buy from Alienware
Posted by on
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 forth 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 absolutely 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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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, going to 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.
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.
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 judgment. 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.
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 Tech Support Run-Around
Posted by on
Rating: 1/51
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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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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Very POOR Customer Service
Posted by on
Rating: 1/51
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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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.
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.
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 on
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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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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Newer Review Alienware
Posted by on
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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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!
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.
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, etc.

Don't deal with these computers.
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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Ditto, Ditto and more Ditto!
Posted by on
MIAMI, FLORIDA -- Dear Readers:

I ditto everything that has been said about Alienware Customer Service, or lack thereof.

I purchased a new Alienware Area 51-M17 supposed gamer screamer in 2006. Have had nothing but headaches with it since.

Ordering, delivery to spec and all was fine. Problems started about 3 months after I got it. Started acting up with boot problems and video glitches. Called CS. I was told the OS was the problem and needed to be reinstalled. This problem continued over the next 9 months with CS telling me I had to reinstall the OS. I was also haveing problems with the RAID controller and hard drives.

I got them to send me a replacement hard drive about the 6 month point but it did not change anything.

Finally just after the warranty expired, the laptop did also. I called Alienware and their answer was the warranty had expired, the repairs would be on me. I argued to no avail at this point, and sent the computer in for repairs. I was told the computer needed a motherboard, again at my expense.

I argued over a 6 week period until finally they repaired the computer and refunded the charges. I also asked for and received another year of warranty coverage, that I had to pay for.

About six months go by and the video starts to go again. All the while, the computer is performing as if it has molasses for silicon. I call CS. Again with the reinstalling of the OS. I finally get them to troubleshoot over the phone and they decide the video card is bad. They arrange for an onsite repair from a local contract computer guy who does a nice job.

Another 6 months go by and the thing starts acting up again. Same song and dance about reinstalling the OS. By now I am an expert in OS installs.

It dies again. This time when I send it to Alienware for repairs (at my expense, second warranty has expired), they tell me I need another motherboard but sorry, they don't have any and can't get any. I find this to be unbelievable. I am told they don't manufacture the computer parts, just assemble them and their supplier doesn't make the boards anymore. And by the way, they can't replace or upgrade my computer because, you guessed it, the warranty has expired.

I find a repair place in TN that has parts. After receiving it back from ALienware, who BTW is in the Miami area, I live in AK, I send it to the TN guys for repairs. They do a nice job at less than the Alienware quote for the same repair, if they had parts.

It lasted about a year and guess what, same OS issues. I had about given up on it when I got a copy of WIN7 and thought what the heck. I installed the WIN7 and after struglling with a couple of driver problems, particularly the InProComm 2220 Wireless card, it was acting like a new computer. That was about 6 months ago. And guess what? Yup, the video is dying again.

I have just boxed it up to send again to laptop repair to see if it is salvageable. I have owned the thing for about four years and half of the time it was in repair status. That classifies this chassis as a "lemon" by any definition.

I don't think Dell has been able to clean house at Alienware yet with their reliability and CS issues. If that ever happens, maybe the Alienware laptops will be a item worth acquiring. Until then, steer clear!!
     
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Alain on 2010-08-10:
Ya know, given your detailed experience, I'll take your advice and steer way clear of this product.
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$5000 POS
Posted by on
FLORIDA -- December 2008, I purchase an Alienware M17 laptop with all the bells and whistles costing right at $5000. The machine arrives two weeks later and seems fine.

We moved and a couples weeks later I start to play with it more. I find that the visual recognition software has stopped working and is asking for a license key. I call tech support and explain the problem and the tech has no idea. After spending three hours on the phone and multiple re-installs of the software I find that it works fine until you log in using the finger print reader at which time it stops working. The tech tells me he has to research it and get back to me. To this day I have not received a call back.

The next issue starts mid January. The machine has two hard drives in a RAID 0 stripe. Upon boot one of the drives does not appear in the RAID array. After rebooting the drive shows up but the array is not accessible. After rebooting a second time the computer will find the OS.

I call tech support, which tells me I need to back up all my data because we have to break the array to test the drives. I get the chance to do this and call them back a month later. We spend four more hours on the phone while he has me test the drives and he figures out that one is bad, so he sends one to me, but I have to pay to have it shipped in advance to me. After receiving the drive I open the box to find it is a refurbished drive they sent out for my three month old computer.

I install the drive and install the data back and guess what, upon reboot it does the same thing. I call them back and I am now told that I have to send the computer back. Oh and I did pay extra for the on site warranty. After waiting three weeks for a shipping box and two additional calls to get it sent to me, I ship it back.

I get a call from a woman telling me she works directly for the CEO of the company and that she will be handling my case from now on and that she will ensure me that my laptop will be repaired correctly and come to me like new. I told her that I wanted a new hard drive put in to replace the refurbished one they had sent and she told me no problem.

Two weeks later she calls and tells me that my computer was shipped and will be to me in a couple days. I asked her if they replace the hard drive and she told me yes they did.

It arrives and I turn it on, WOW it fails to find the hard drive in the RAID array. Rebooting it finds the drive but no OS, rebooting again and the computer boots. (sound familiar?)

The computer boots to Windows and low and behold the OS was not a new install (which was one of the reasons they said it had to be sent back and they promised to replace the hard drive which would require a re-install)

I shut the computer down and pulled out the hard drive bay that I had installed the replacement drive in and guess what the refurbished drive was still there. I know because I marked it with a sharpie.

I called her back and told her what was going on, she told me that she wanted me to send it in to her and that she would personally repair it. I told her that I wanted it replaced since it was only six months old and it had not worked for four of those months. She told me she would send me two new hard drives and if that did not fix it that I needed to send it to them for repair that they would not replace it.

Buyer beware do not by Alienware.
     
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The Ant on 2011-09-10:
Have you considered filing a complaint with the Division of Consumer Protection in your state?

The first step is figuring out what the company has advertised.

Then document it.

If all of the complaints posted online were forwarded to an organization with some regulatory oversight, then I imagine the poor behavior that you have described would soon stop.

Best wishes.
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Alienware = Defective Laptops
Posted by on
LEVITTOWN, PENNSYLVANIA -- My husband purchased the Alienware m9750 in February 2008 as a gift for me. The system worked fine for a few months, but then began having problems keeping time. We contacted Alienware and they sent us a CMOS battery to replace. That did not fix the problem so October 2008 it was sent into their repair depot. After 2 months in the repair depot we stop receiving communication about the status of our system. We were unable to get a response for a month. It was returned to us January 14, 2009 and were told that the Motherboard, Hard drive, Wireless Card, and TV tuner card were all defective and replaced. However we received it back with all the same hardware issues as before the repair plus the optical drive no longer worked. On January 16, 2008 we were contacted by a representative on behalf of Alienwares CEO. She informed us that they shipped a new optical drive and to let her know if it fixed the problem. It did not of course since the motherboard was defective.

On January 26, 2009 she issued a cancellation of our system and told me to pick out a new system which matched the cost of our original since she could not issue us a refund. Which is what we requested. We ordered the Alienware m15x. Which we were forced into as none of their other systems came with windows XP which is what we had originally and wanted. That system was delivered on March 6, 2009. Immediately open using the brand new system it had hardware problems. It was locking up, crashing and overheating. It was also not shipped with correct specs. It was supposed to have an upgraded LCD and did not. I contacted the representative and explained the situation.

She was extremely apologetic and though extremely hesitant, I agreed to have it returned to the repair depot. She guaranteed me she would personally test the system to ensure it was functioning perfectly and that the LCD would be replaced with the correct one. And that if I had any problems she would do everything in her power to get us a refund. The system was returned to us on March 14, 2009. On March 18, 2009 the system began turning itself off immediately upon going to battery and the system was getting red hot to the touch. I sent the representative an Email about the situation and also left her a message on March 19, 2009.

I was in contact with her on March 20, 2009 where she once again despite her earlier promise wanted it shipped back to the repair depot. I told her that this was simply unacceptable as the system was just returned to me and should not have been sent to me in this condition. I requested she keep her promise and issue us a refund. She told me it was not an option. All she could offer me was to ship it back to repair depot and upgrade my memory. This has been an ongoing matter that seemingly has no resolution. We have been trying desperately to work with the representative to get our money back since we cannot get a working laptop from this company and to no avail. This system is under warranty until February 2011 and I am getting the impression that all I will be doing until the end of warranty is sending it back and forth to the repair depot and still not have a working system. This laptop has been at the repair depot more than it has been in my possession. This is a $3,666.95 laptop that has not worked properly since its purchase.
     
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Soaring Consumer on 2009-03-20:
Alienware = Dell, and Dell = hell. And this is a perfect example of Dell Hell.

At this point, I recommend suing them in small claims court. I think this has gone long enough.
CM Frank on 2009-03-20:
Thanks. It certainly is! Yeah that is my next step. Small claims action against Alienware and Dell. I sent a message to he CEO's of both to that effect and I'm waiting for the BBB to contact them as well. I also filed a complaint with the Attorney General Consumer Protection. I was hoping to get somewhere w/o having to take legal action, but obviously I'm not.
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Alienware Sucks
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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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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.
CM Frank on 2009-03-22:
I feel your pain. I am going through something similar 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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Product Failure Is Not What I Paid For
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DALLAS, TEXAS -- Just like everyone else I had been wanting an Alienware computer for years.

Then the day came when I was able to purchase my "dream computer" from Alienware.

I spent over $4,000 for it.

An Alienware Aurora M9700 laptop with all of the extra goodies I could get including a year extended warranty.

Just to let you know, this is merely a summary of what Alienware has put me through.

It took a bit more than the estimated amount of time for it to be shipped out to me.

I had ordered it in October of 2006 and didn't receive it until after that Christmas.

Once I had finally received it I had nothing but problems with it, mainly problems with the video.

I kid you not that it took, from the very first tech support phone call I made to Alienware almost a month after I received it to the time it actually got half-haired repaired and sent back to me with the same problems as
before, about 4 months.

It was pure hell dealing with anyone from Alienware and still is.

After several months of talking with tech support about my laptops video problems they decided it was one of the video cards.

After sending me a replacement video card, they sent out an incompetent tech person to fix it who said and I quote him, "I don't know what I'm doing" after he had just about damaged the casing and ultimately damaging one of the speakers.

That guy had to call in to Alienware tech support to find out how to open the case properly (after he had it open half way exposing the inside components).

He couldn't get proper help from the tech support himself.

I ended up on the phone with an Alienware tech support manager while that guy was still at my residence who told me that he was going to send the guy away after I had expressed my distress over the situation to him.

The entire month following that situation was spent trying to get my address changed which they had refused to do at first but I finally succeeded in getting it changed after much Hell was given to me by customer service.

I had to change my address due to several moves I had made since I had bought the computer before they would further any repairs to it.

After that and after way too much hassle from Alienware employees telling me that I would have to foot the bill for any shipping, labor, parts cost even though my warranty was still in effect, they finally agreed to have me send it in to their repair center for
the repairs free of charge.

I sent my computer out to them on a Monday and received it back from them two days later on Wednesday.

They said my video problems were caused by "the video cards dirty heat sinks" and that they cleaned them.

They had also told me that I had a "bad image of Windows" they had originally put
on my system and the restore disc which they refused to replace.

They never repaired the speaker that was damaged by the tech guy they had sent out to my residence and would quickly change the subject every time I mentioned it.

I still had all of the same problems after I got it back from them. I've been putting up with these problems for a year and a half now.

The LCD is now about to go out and they are refusing to fix the issue which is something they should have tested and fixed before.

Once again they have told me if I wanted it fixed the costs of everything from the shipping, labor, parts and so forth would be coming out of my pocket and not theirs.

The cost they estimated would be well over a thousand
dollars. This is a defective product they sent to me in the first place and never actually fixed.

It would be an awesome computer if they had just fixed all of the issues the laptop computer had to begin with without giving me so much hassle over it.

If it wasn't for the video problems it would have been "the awesome computer of my dreams".

It would be nice if they were to fix the problems now without any cost to me since it was their failure to make sure everything in, on and about the computer was in tip-top working order before they shipped to me since that is what I paid for, a perfectly working Alienware computer.
     
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Principissa on 2008-07-24:
A friend of my husband's uses his 8,000.00 Alienware desktop as a door stop. He just gave up because their customer service and tech support are useless.
Anonymous on 2008-07-24:
$4000.00 $8000.00!!! on a computer???? Holy Sh*T! Is it gold plated or something?
Anonymous on 2008-07-24:
Alienware has a terrible name and reputation in the computer business. Total lack of customer support for starters.
Principissa on 2008-07-24:
I don't know steve, but for that price it should be! It is a very nice doorstop though.
Anonymous on 2008-07-24:
LOL.expensive door stop.I guess I'm not into computers that much.I can see spending that much on strippers. J/K!
jktshff1 on 2008-07-24:
I must not be like everyone else, my ThinkPads have always worked fine....$4,000 for a personal computer system!!!!Holy S! Why? Must have had a really good salesman
Anonymous on 2008-07-24:
I'm with you Jkt. I have a five year old ThinkPad, I maxed out the memory and put a larger hard drive in it and it works great. Can't kill the thing off. It's been dropped, kicked, treated poorly, been back packed to Europe and the Middle East and it just won't die.
jktshff1 on 2008-07-24:
yea super mine has been to h & back and still kicking!
old fart on 2008-07-24:
$4000...?? I remember not that many years ago when you could buy a Cadillac for that kind of money..Who would be fool enough to spend that kind of loot for a 'puter??
jktshff1 on 2008-07-24:
Cadillac h, you could get a limo that long ago OF!
old fart on 2008-07-24:
Hey Sonny.. a Stutz bearcat doesn't come cheap...!
Korthtron on 2008-09-08:
Well I don't want to be this guy but I had trouble with my 9700i notebook. hard drive related I will admit there customer service as just god awful min. waiting time is about 16 min I would say out of my 6 calls but I got through and after an hour of troubleshooting they agree'd to replace it so I cannot complain I suppose but some of those reviews sound rough so I will keep you posted.
Soaring Consumer on 2008-11-15:
Here is a partial explanation of the problem - Alienware is now owned by Dell.

This article is from 2006. http://news.cnet.com/Dell-to-acquire-Alienware/2100-1003_3-6052842.html
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