Alienware Complaint - Alien to Support - What I'm doing
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!