Alienware Complaint - Product Failure Is Not What I Paid For
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.