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Horrible Horrible Horrible!!!
Posted by Phazeylxx on 07/22/2011
So I've always wanted an alienware laptop because I heard they were the best So! I bought an m15x for 1 they messed up the hardrive size and gave me a 250 when I paid for a 500 I called in about that they said they could do nothing so I basically said whatever so 4 months later a week after my warranty runs out I go to turn on my alienware and nothing happened the lights turn on then the screen doesn't come on and all the num lock keys caps and scroll blink non stop so I suspect a messed up motherboard. so I call them and this is what they say they tell me I HAVE TO SPEND 600 DOLLARS JUST FOR SOMEONE TO LOOK AT IT!?!?!?! 600 DOLLARS? YOU KIDDING ME THATS NOT INCLUDING THE REPAIR! they said the repair could be up to 400-1000 dollars!? WHAT? come on! and also they said IF I RENEW MY WARRANTY THE MOTHERBOARD IS NOT THERE ISSUE SO IT WILL STILL COST AROUND 1600 DOLLARS TO FIX WHAT KINDA COMPANY IS ALIENWARE/DELL! A HORRIBLE COMPANY. with HORRIBLE CUSTOMER CARE!

     
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Posted by drugdoc121 on 2011-07-22:
I learned a long time ago (the hard way) that Alienware is expensive crap.
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Ditto, Ditto and more Ditto!
Posted by AKBeaver on 08/10/2010
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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Posted by 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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Beware of Alienware
Posted by Gene-O on 05/16/2010
Beware of the provocative alluring website. In August of 08 I spent just over $4000 for "the ultimate gaming machine". 30 days later the hard drive crashed. They sent me a new one but you know the pain of re-loading all the software and files. Exactly 1.5 years later the laptop is running slowly so I had it diagnosed and guess what? The Samsung 500G hard drive failed again! So I called "customer support" (more like customer torture) and they said "well you should know that hard drives crash all the time". Gee I which they had printed that above the "purchase" button before they sucked $4,000 out of me. Unbelievable customer response. I will never ever buy another Alienware product. Since they have been purchased by Dell they have been brainwashed into customer indifference.
     
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Posted by GenuineNerd on 2010-05-16:
Alienware is basically a pimped-out Dell. Dell owns Alienware, and Dell machines aren't exactly the best reliability-wise, especially with the heavy-duty demands of gamers.
Posted by MacOSXpert on 2010-05-16:
What Nerd said, You're way better off gaming on a Mac using Wine as a Windows program Emulator!
Posted by Anonymous on 2010-05-16:
Wine can't handle everything. I constantly run into roadblocks using it to run windows games on my Ubuntu systems.


Posted by druuzil on 2012-01-31:
You do realize that Samsung made that hard drive.. not Alienware.. right? You cannot always blame Alienware because of the failure rate of internal components. I don't agree with many of their policies, and their CS is certainly crap, but the hard drive failing is not their fault.
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Poor communication/customer service
Posted by Sakoncar on 09/04/2009
Alienware does a terrible job of customer service, which may not be a surprise to some since they are owned by DELL.

I had a part backordered, which they never informed me of. Once I discovered that the holdup was indeed this backordered part, I was never able to get straight answers out of anyone in their customer service department. I was denied the request to talk to a supervisor, and when I was finally connected to one, he did not think my circumstances (three weeks wait, plus considerable difficulty in being a law student without a laptop) warranted any compensation.

My advice is purchasing from them, is STAY ON TOP OF THEM! Check daily to ensure that your order is proceeding through the steps, and if the customer service representative doesn't have the answers, DEMAND a supervisor.

     
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$5000 POS
Posted by MIS Director on 06/04/2009
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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Posted by 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: Blows
Posted by Garyculb on 04/17/2009
SOUTH CAROLINA -- My name is Grant Culbertson. My communication is to inform All of the troubles I have encountered while dealing with the company Alienware. I purchased an ALX computer for the sole purpose of owning a top of the line gaming computer for over $7,600. What I received was a faulty and malfunctioning device. We started having problems from the moment I removed it from the box. I then contacted the Alienware support staff to solve these problems. The issues were hardware. They sent me several new pieces of hardware. I even purchased more memory from Alienware in attempt to solve the issues. After I had made over 40 support calls the company finally agreed to have the computer sent back to Alienware to have it repaired. They took a week to repair the computer and sent it back to me. However, the PC was not fixed. I experienced the same problems as before. More support calls and again the company asked me send to the computer back in to have it repaired a second time. I told the company that fixing this computer was pointless. It was a lemon.

We requested from Alienware either provide a new computer of equal value or a full refund of the $7,600 I spent to buy the computer. The company has sense refused to provide me with a either request and has been very uncooperative, rude, and unprofessional. The first contact person I spoke to was a [snip] at the phone number 1-305-251-9797 ext. 2016. [snip] superior’s number is [snip] at 1-305-251-9797 ext. 2014. I tried to file a complaint with the company but, was directed back to [snip]. His superior allegedly is the CEO of the company who can only be reached by E-Mail (ceo@alienware.com).

If there is anyone out there looking to get a high-end gaming computer I would suggest to go anywhere but Alienware. BEWARE OF ALIENWARE. May I suggest you do an internet search of problems with Alienware BEFORE you purchase any products from this vendor. Now, I am left out to dry after spending over $7,600, days of time with their technical support / staff and have no computer.

     
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Posted by Soaring Consumer on 2009-04-17:
This is definitely Dell Hell.

I suggest that you contact the South Carolina Department of Consumer Affairs at http://www.scconsumer.gov/
Posted by garyculb on 2009-04-17:
Thanks, we have contacted the SE BBB, Consumer protection agencies in FL & SC.
Posted by BokiBean on 2009-04-18:
gary, i hope you get some resolution from them, that is a heck of a lot to pay for a comp.
Posted by garyculb on 2009-04-18:
You better believe it. I bought the PC for my son. He researched and determined this was the best gaming computer out there. Unfortunately he did not check on complaints and problems. I am a MAC USER. He refused to go with what old dad had been using for decades. Live and learn.
Posted by BokiBean on 2009-04-18:
That's a hard lesson to learn! I had always heard that Alienware was the best too, but that was years ago and now I'm starting to hear complaints. Stay on them. :)
Posted by garyculb on 2009-04-23:
To bring everyone up to date here is what has transpired. Several phone calls and E-Mails. Alienware stated they would replace our PC. Here is how they purpose to do it. They will utilize the same frame work of the lemon they sold us and add new components. Cash value of $6,300. They state there are several components that we purchased that are no longer available. Alienware refuses to provide a store credit for the full value of what was purchased. If anyone is considering a gaming PC- STAY AWAY FROM ALIENWARE!!! It is a consumers nightmare.
Posted by The Ant on 2011-09-10:
Do yourself a favor - do research on a new computer - build it - contemplate your sales experience - remember what was advertised and promised to you.

Build a complaint based upon what was advertised at time of purchase, and what you have not received. Forward your complaint to the Division of Consumer Protection in your state; and the state where Dell/Alienware is based: Florida.

If you don't receive a favorable response, send a professional letter to both the Governor and Attorney General in your state asking for assistance.

We, as consumers, can make a difference.
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Don't Ever Buy Alienware From Anyone
Posted by Afannie on 03/24/2009
CALIFORNIA -- A few years back I had gotten a high end Alienware laptop from a friend. Used it as my home computer, with no problems. Three weeks ago I went to turn it on and the screen got funky and the system would not get to the user log on screen. Well things happen, so I called the Alienware Tech support and explained the problem. Tech's immediate question was to ask for my Account number. I explained that I hadn't purchased it, I got from a friend, however was more than willing to pay to have it repaired. I was told that Alienware could not touch it since I did not have a registered Account with them (read: I hadn't sacrificed any money directly to them).

OK, Mr. Tech dude, tell me where your authorized dealers are, I'll take it there. The response? They can not work on it either. Seems the authorized dealers are not authorized to work on a system that does not have an Alienware account. I asked repeatedly how this was customer support and was told over and over again, in order for them to answer anything, I had to have an Account. I asked several times to have him explain what happens to people who do not buy their product direct. Each time his only answer was: I'm trying to explain. Finally I asked to speak to a stupidvisor, oops, supervisor, who might make it more clear. I was told that although he had just spent the last 6 minutes explaning the company policy, he'd look for someone. I spent the next 5 minutes listening to canned music before I lost the connection.

Although I was impressed with the capabilites and capacity of this laptop (and was willing to recommend it), I am now extremely dis-enchanted with Alienware and am finding every site or blog I can to vent. These guys are a rip-off.
     
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Posted by Anonymous on 2009-03-24:
They are not a ripoff. Alienware was purchased by DHell a couple of years ago. That alone should explain the poor (read non-existent) tech support you got. Take the laptop to a local repair place, not Geek Squad, and have them take a look. The laptop you have is most likely a much better quality than any laptop DHell puts out under the Alienware name these days.
Posted by The Ant on 2011-09-10:
Don't blog on sites - it is effective for other consumers to know they are not alone . . . however, this is just ineffective venting.

Review what happened - think about the sales experience. What were you promised?

If you purchased an In-Home/On-Site warranty that has never been delivered as advertised (or similar complaint) . . . professionally edit, document . . . then send to the Division of Consumer Protection in you state; and to the state of Florida - where Dell/Alienware is based.

Wait for a response.

If the response is not favorable, suggest writing a letter to the governor and state attorney general asking why this company can continue to do business in this manner; and why Consumer Protection is not enforcing.

Good luck
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Alienware = Defective Laptops
Posted by CM Frank on 03/20/2009
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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Posted by 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.
Posted by 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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Horrible Customer Service
Posted by Maxxx69 on 03/03/2009
This is by far the worst company to deal with when it comes to customer support. They are rude, non-understanding and outright crooks. I will never ever buy another product from them and you would do yourself a favor too by staying away from theses guys. Purchased a $4500 machine around Christmas 2006 at Christmas time 2006 the machine went dead - sent it back they said it was 2 days out of warranty. (I never got a notice the warranty had expired or to extend the warranty which they told me would be done when I purchased the product) Needless to say they wanted $325 to just look at the machine for shipping and handling. Then after several weeks they called to say the motherboard was shot and it would cost another $300 so a total of $ 625 after one year.

I wish I would have found this site before I purchased this computer cause I would have never done so! Next time DELL only!!!!
     
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Posted by AWSUCKS on 2009-03-03:
the sad thing is Dell owns these crooks
Posted by Soaring Consumer on 2009-03-03:
What you went through WAS Dell Hell.

They bought out Alienware a few years ago, and now Alienware is as sleazy as Dell. Avoid them at all costs.

Is your machine working at this point?
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Alienware Sucks
Posted by AWSUCKS on 03/02/2009
CHEYENNE, WYOMING -- Last Oct purchased a 3000 dollar system from them. waited over a month to receive the system. When I finally received it I was so excited took it out of the box set it up and received 15 error messages having to do with the video card. called them that night. spent 3 hours on the phone with them trying to get it to work . we found out the XP disks they sent me were corrupt. so had to put in an RMA number for new XP disks. Finally got them two weeks later. put them in and somehow they corrupted my whole system. got it to load fine and dandy then the next morning went to start putting my games on it and both my disk drives were messed up . ( They had worked the first night ) called them again telling them I was done and wanted a full refund. They told me they needed to make every effort possible to fix it. and if they couldn't a full refund would be issued. so I got another RMA number and sent my system off to them. A month later received it back. worked fine for a few months. Then just recently went to start up the system and windows would not load. so I did a reinstall of windows. Worked for a day then had the same problem. so I called them wanting a full refund the guy told me it was passed their 30 day refund date. I told them that the last guy I talked to said they would make every effort possible to fix it and if they couldn't a refund would be issued.

Well they tried and did not succeed. the guy in fact hung up on me. so I called tech support they obviously couldn't fix it over the phone. So now I have to send it back again. I have had it less than a year and had to send it back 2 times. and couldn't even use it the first month. Talk about a crappy company.
     
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Posted by Soaring Consumer on 2009-03-02:
That is Dell Hell for you.

That's right. I said Dell Hell. Dell bought out Alienware a few years back and this type of situation is common.

You definitely deserve a refund, this computer was a lemon out of the box. They promised you a refund if they couldn't fix it, and they didn't fix it.

Contact your state's Office of the Attorney General.
Posted by AWSUCKS on 2009-03-02:
what could my state office do about . im in wyoming they are in cali
Posted by Soaring Consumer on 2009-03-02:
Dell has lost a number of class action suits against it for lemon products and fraudulent billing, warranty, and return policy practices. Just search Dell Class Action on Google, there have been so many issues with this company.

The state's Office of the Attorney General is dedicated to protecting the consumers of the state. They should be able to help you, and if they can't they should be able to give you the proper channels for a resolution. The phone number for their consumer protection division is 1-800-438-5799.
Posted by AWSUCKS on 2009-03-06:
update : emailed the president of alienware and recieved a response back today stating that thier critical response team was dealing with me . and that i was valuable ( lol ). im emailing them back now telling him i want a full refund. Well see where it goes
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