Alienware Complaint - Don't Ever Buy Alienware From Anyone
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.