Alienware Complaint - $5000 POS - M17
FLORIDA -- December 2008, I purchase an Alienware M17 laptop with all the bells and whistles costing right at $5000. The machine arrives two weeks later and seems fine.
We moved and a couples weeks later I start to play with it more. I find that the visual recognition software has stopped working and is asking for a license key. I call tech support and explain the problem and the tech has no idea. After spending three hours on the phone and multiple re-installs of the software I find that it works fine until you log in using the finger print reader at which time it stops working. The tech tells me he has to research it and get back to me. To this day I have not received a call back.
The next issue starts mid January. The machine has two hard drives in a RAID 0 stripe. Upon boot one of the drives does not appear in the RAID array. After rebooting the drive shows up but the array is not accessible. After rebooting a second time the computer will find the OS.
I call tech support, which tells me I need to back up all my data because we have to break the array to test the drives. I get the chance to do this and call them back a month later. We spend four more hours on the phone while he has me test the drives and he figures out that one is bad, so he sends one to me, but I have to pay to have it shipped in advance to me. After receiving the drive I open the box to find it is a refurbished drive they sent out for my three month old computer.
I install the drive and install the data back and guess what, upon reboot it does the same thing. I call them back and I am now told that I have to send the computer back. Oh and I did pay extra for the on site warranty. After waiting three weeks for a shipping box and two additional calls to get it sent to me, I ship it back.
I get a call from a woman telling me she works directly for the CEO of the company and that she will be handling my case from now on and that she will ensure me that my laptop will be repaired correctly and come to me like new. I told her that I wanted a new hard drive put in to replace the refurbished one they had sent and she told me no problem.
Two weeks later she calls and tells me that my computer was shipped and will be to me in a couple days. I asked her if they replace the hard drive and she told me yes they did.
It arrives and I turn it on, WOW it fails to find the hard drive in the RAID array. Rebooting it finds the drive but no OS, rebooting again and the computer boots. (sound familiar?)
The computer boots to Windows and low and behold the OS was not a new install (which was one of the reasons they said it had to be sent back and they promised to replace the hard drive which would require a re-install)
I shut the computer down and pulled out the hard drive bay that I had installed the replacement drive in and guess what the refurbished drive was still there. I know because I marked it with a sharpie.
I called her back and told her what was going on, she told me that she wanted me to send it in to her and that she would personally repair it. I told her that I wanted it replaced since it was only six months old and it had not worked for four of those months. She told me she would send me two new hard drives and if that did not fix it that I needed to send it to them for repair that they would not replace it.
Buyer beware do not by Alienware.