Alienware Complaint - Ditto, Ditto and more Ditto!
MIAMI, FLORIDA -- Dear Readers:
I ditto everything that has been said about Alienware Customer Service, or lack thereof.
I purchased a new Alienware Area 51-M17 supposed gamer screamer in 2006. Have had nothing but headaches with it since.
Ordering, delivery to spec and all was fine. Problems started about 3 months after I got it. Started acting up with boot problems and video glitches. Called CS. I was told the OS was the problem and needed to be reinstalled. This problem continued over the next 9 months with CS telling me I had to reinstall the OS. I was also haveing problems with the RAID controller and hard drives.
I got them to send me a replacement hard drive about the 6 month point but it did not change anything.
Finally just after the warranty expired, the laptop did also. I called Alienware and their answer was the warranty had expired, the repairs would be on me. I argued to no avail at this point, and sent the computer in for repairs. I was told the computer needed a motherboard, again at my expense.
I argued over a 6 week period until finally they repaired the computer and refunded the charges. I also asked for and received another year of warranty coverage, that I had to pay for.
About six months go by and the video starts to go again. All the while, the computer is performing as if it has molasses for silicon. I call CS. Again with the reinstalling of the OS. I finally get them to troubleshoot over the phone and they decide the video card is bad. They arrange for an onsite repair from a local contract computer guy who does a nice job.
Another 6 months go by and the thing starts acting up again. Same song and dance about reinstalling the OS. By now I am an expert in OS installs.
It dies again. This time when I send it to Alienware for repairs (at my expense, second warranty has expired), they tell me I need another motherboard but sorry, they don't have any and can't get any. I find this to be unbelievable. I am told they don't manufacture the computer parts, just assemble them and their supplier doesn't make the boards anymore. And by the way, they can't replace or upgrade my computer because, you guessed it, the warranty has expired.
I find a repair place in TN that has parts. After receiving it back from ALienware, who BTW is in the Miami area, I live in AK, I send it to the TN guys for repairs. They do a nice job at less than the Alienware quote for the same repair, if they had parts.
It lasted about a year and guess what, same OS issues. I had about given up on it when I got a copy of WIN7 and thought what the heck. I installed the WIN7 and after struglling with a couple of driver problems, particularly the InProComm 2220 Wireless card, it was acting like a new computer. That was about 6 months ago. And guess what? Yup, the video is dying again.
I have just boxed it up to send again to laptop repair to see if it is salvageable. I have owned the thing for about four years and half of the time it was in repair status. That classifies this chassis as a "lemon" by any definition.
I don't think Dell has been able to clean house at Alienware yet with their reliability and CS issues. If that ever happens, maybe the Alienware laptops will be a item worth acquiring. Until then, steer clear!!