Alienware Complaint - Buyer Beware
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 occassionally, 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 teh 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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