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Alienware - Page 3

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2.3 out of 5, based on 3 ratings and
28 reviews & complaints.

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Beware of Alienware
Posted by on
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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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.
MacOSXpert on 2010-05-16:
What Nerd said, You're way better off gaming on a Mac using Wine as a Windows program Emulator!
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.


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 on
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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Horrible Customer Service
Posted by on
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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AWSUCKS on 2009-03-03:
the sad thing is Dell owns these crooks
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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1600 Doorstop
Posted by on
KAPOLEI, HAWAII -- I purchased an Alienware Area-51 M5500 laptop in 08/07 for $1628. I have now been officially getting the run around from customer service. Here is my problem. About 4 months after I purchased the computer it started to randomly shut down of its own accord. The battery level made no difference. Unfortunately, I was deployed at the time and had no real way to get in touch with the company, so I let it go until I returned from deployment. I sent an e-mail request for assistance. The response had me changing code in the BIOS which I was uncomfortable with doing. Shortly after the request for help on this matter the computer stopped working entirely. When turned on all the power lights would come on but nothing would come up on the screen. Thinking that it might be a problem with the screen I attached the laptop to an external monitor.

The image that came up was of Windows trying to start (the image was also interspersed with vertical colored lines making it very difficult to see) then an error message saying something to the effect of "Windows has encountered a problem and has to shut down." I am unable to be any more specific on the message because that many of the characters had been replaced by white boxes and the screen was still covered with lines. A local computer repair shop thinks the screen and mother board have been fried from over heating.

I was told by the technical support representative the computer was out of warranty and I would have to send it back to be repaired at my own expense. Normally I would understand this and not have much of a problem with it. Sometimes things just happen. After a little research, however, I discovered that since around the time I purchased my machine other people have been having the same problems; mostly caused by the laptop running too hot and damaging the motherboard or other elements. I feel that if this has been an ongoing issue that the company is aware of a recall should have been issued to fix the problem, or at the very least the manufacturing should have been examined and altered.

Quite frankly, it boggles my mind that a mass produced Compaq laptop that I purchased almost ten years ago for half as much as I paid for the Alienware system, has never given me a single hardware issue, while the supposedly high-quality, high performance machine I purchased 16 months ago is now good for nothing more than a doorstop. According to customer service rep I spoke with I should be perfectly content with that because I can hardly expect a custom built high-performance machine to last as long as a mass-produced factory model. Apparently one tenth as long for double the price should be good enough for me.
     
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Principissa on 2007-12-21:
Sounds like the same problem my husband is having with his 360. It turns out the 360 overheated and caused it to fry the components inside. I would keep on them. Even if you have to pay to ship it to them, as long as they are willing to fix it you should give them a chance.
moneybags on 2007-12-21:
If you are military and were deployed overseas, you might want to check w/ JAG. Seems to me like this may be covered by the Sailors and Soldiers Act.
Sollon on 2007-12-22:
I appreciate the comments. Unfortunately the cost of parts would be roughly the same cost as a new computer, so it's not really feasible to send it back for repairs, I would rather spend my money on a different companies computer (maybe a Mac). Good thought on the JAG, perhaps the possibiltiy of legal action could help me make some headway with Alienware. All I really would like is a refund, I don't want another computer that will blow up in a few months again.
Principissa on 2007-12-22:
Most companies will usually give you some slack if you were deployed overseas. Some will not, check with JAG, they've helped us a couple times. And they always got results.
Soaring Consumer on 2008-11-15:
That's Dell for you, sadly. So many people wish that Dell didn't buyout Alienware , because customer service for Alienware products is now as bad as for Dell products, because they are now the same customer service.
Mtn453 on 2009-01-08:
Check with JAG. Don't forget Alienware has Military contracts. You will get what you want if you push the matter. Also, what processor were you using?
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M7700 and M9700 problems/complaints
Posted by on
44136 -- Alienware has continued to screw me also. I purchased my first Alienware about a year and a half ago. Recently it died. The hard drives are corrupted and the computer will not even allow me to reformat the drives. I purchased two new drives to try an install from scratch and I have had no luck. Alienware offers no support for their claimed "top of the line computer and customer support".

Before this crash I was satisfied so I purchased a second Alienware computer. I bought the M9700 computer with xp pro installed. Alienware guaranteed that a free copy of Windows Vista Upgrade would be sent following registration of the computer. When the computer was received I registered it and called Alienware to send me out the Vista upgrade cd. I waited a month and had received nothing. I called Alienware back notifying them of this and they said that it was not in their system and that I would receive it within a month. I waited yet another month and nothing came. I called one last time notifying them of this and they said yet again that it must me in transit. For the next few months I got busy with work and this was the last thing on my list, but as work slowed I called Alienware again. This time they told me that they could do nothing for me as the software agreement was no longer active with Microsoft and that I was out of luck. I explained that the computer was purchased during the legitimate dates that this deal was offered and was one of the reasons I made the purchase of the computer at the time. I continued to talk to a series of Indians that continued to restate the same thing over and over, thus providing no form of customer service for my laptop with a 1 year warranty. This hassle has been very disappointing in my eyes, as a supposed to be "top of the line" computer producer continued to screw me and waste my valuable time for yet a second time.

I gave them alternatives such as cancel the original vista serial/activation if one was ever sent out, in the case that they sent it to the wrong address and then send me a new one. This would guarantee that they would not be getting scammed for multiple copies. They did not want to hear any alternatives and continually said there is nothing we can or will do for you.

Sincerely,

A very unsatisfied customer.
     
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Aurora ALX (New, P2 case)
Posted by on
I have just received my Alienware Aurora ALX and all I can say is WOW. The fastest computer I've ever used in my life. I have read a lot of bad reviews, but that was after I ordered, so I got really nervous. Maybe Alienware is trying to get better reviews or something, but there is not one flaw on this computer. If you are reading this now after just ordering an Alienware pc, or if you are about to purchase one, beware of the order status on their web page, it's only updated every three or four days, my computer went from phase 5, to phase 8 instantly the next day.(Phase 5: Installing OS and necessary drivers, intro to 200 point testing, Phase 8:Shipping Prep) The only thing that I did not like was very minor, but on Thursday I called and was told the computer was shipping the next day, Monday came so I called to make sure it shipped and apparently it hadn't, but it was being shipped the next day, I just really don't appreciate when I am lied to. Other than that the computer is flawless and just to let you know, I timed the startup for fun, and it took only 20 seconds for Vista to open, personally I think that's fast.

Conclusion:
Alienware has been very helpful, for example I ordered the AlienFx and it was $200, but the next day I looked at it and it dropped to $104, so I called Alienware and guess what? They credited $96 to my credit card. The system itself as I said many times is truly amazing. There is only one problem, well it's not really a problem but I thought I might add, it's fairly large. Other than that I am very happy with the service I received from Alienware, oh and customer support was always nice.
     
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MRM on 2007-06-28:
\o/ \o/ \o/ Three cheers to Alienware corp for providing "Kat" with great service and product!
Anonymous on 2007-06-28:
Your experience has only been with sales. Naturally it's excellent. But wait until you need service. That's where it goes steeply downhill. If you paid for the PC upfront consider yourself fortunate. But if you are using their payment plan watch out for extra fees and unexpected huge increases in the interest rate even if you pay early.
kat0506 on 2007-06-29:
I paid up front, thanks I'll warn people about that.
kat0506 on 2007-06-29:
oh and if you want I have a vid on youtube, it's crappy quality but you can see it lol search Alienware Aurora ALX
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Buyer Beware
Posted by on
TEXAS -- Purchased an Alienware Area51-m7700 along with the premium 3 year onsite warranty (about $3500 total) in March of 2005. After many delays, the 14 day turnaround turned into a month and I finally received at the end of April. Towards the end of summer I started calling tech support about my screen occasionally fading in and out and flickering. After answering questions over the phone I was told to download new drivers and it would fix the problem. I tried that, but the problem still happened randomly, I decided I just had to live with it. This year it started getting worse, instead of happening occasionally, it started happening every time I used the computer. I decided to try tech support again. More questions over the phone, more of me trying to self diagnose the laptop and still no physical support from Alienware (even though I had the premium warranty)and I this time I was told that my video card was overheating. They sent out some thermal paste that I was to apply and that would fix the problem. Unfortunately, that did not work either. Now the computer has started shutting off on its own and is not recharging (this on top of the original issue) unless I wiggle the AC adaptor cord where it plugs into the laptop. Another call to tech support, more of me trying to diagnose the problem over the phone with tech support and now I am told that the AC adaptor is bad, and that will fix all the issues I have been reporting. I am also now told that the AC adaptor is only covered for 1 year and it is now out of warranty! I tried explaining that this is the same issue that I had been reporting for a year, that it was not my fault that they had not diagnosed it correctly. I get a flat NO and if I want my laptop to work, I have to buy a new power supply. All buyers need to BEWARE! I bought the premium warranty wanting protection, and they seem to be doing all they can not to honor the warranty. I have sinc bought two desktop gaming systems from Digital Storm and have had great luck with these. Too bad they do not make laptops as well! I will never buy another thing from Alienware or Dell if this is their level of customer service.
     
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miketech on 2006-09-30:
I have heard aolt of horror stories about Alienware since Dell took them over. They both used to make great computers.
Shameless plug here but if you need a new laptop I just opened a computer store in Crossville, Tennesse and would be happy to talk to you about one. If you want to email me at mike@zeroonecomputing.com. We are still in process on making the website site.
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Has Not Worked Fully From Day One
Posted by on
HOLYOKE, MASSACHUSETTS -- Hanger 18 has not fully worked from day one. I can not complain about the telephone support people, they have tried but it seems like no one fully understands the system. I have sent it back to Alienware twice, and that had a tech. come to my house once to replace the video card.

None of the inputs work, analog or optical. and tech. support is not sure why.

Is there anyone else out there who has one? The stopped selling them before the end of 2008.
     
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Soaring Consumer on 2009-02-22:
Have they tried to replace the motherboard?
BokiBean on 2009-02-22:
Very helpful post. I always thought Alienware was top of the line and wanted one so bad!
Soaring Consumer on 2009-02-22:
Ever since Alienware was bought out by Dell it is very likely to just end up with an expensive paperweight.
BokiBean on 2009-02-22:
Ooooo no wonder! Thanks for the info.
Anonymous on 2009-02-22:
Soaring Consumer, best answewr, well helpful anyway since the Man has taken best answer option away from us.
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