Dell Computer Corporation Complaint - Laptop computer - Alienware
We ordered an alienware M15 for my son for college. It has been an absolute nightmare dealing with this company. As you know the computer costs almost $2000. On his second day of college the computer wouldn't even boot up. Tech support had him try reload his operating system which didn't work. My son told them he thought it was the hard drive and they wouldn't listen. After several attempts of trying to install the operating system they told him it was the CD so they sent him out a new one. When it came, the system did the same thing. A black screen with a cursor. They then said it was the opticals. Realize that seven days have now passed with him at college and no computer. Now they send out a technician (which according to the warranty they are suppose to do if the tech support on the phone can't fix it). The technician installed a new optical drive, put in the CD and still a black screen with a cursor. The technician said he couldn't fix it and left. We again called Dell and once again they try to get my son to install the CD. He refused. He said if the technician couldn't get it to install why did Dell think he can. The technician hung up on him. He called back again. Then they told him they wanted him to remove the hard drive and do something else. Mind you he is in a city he doesn't know and they tell him to go get a screw driver. He walked all over the city until he found one that would fit. By this time we had enough. We called tech support and spoke with a manager. She assured us that she would send a new hard drive out with over night delivery. Because the computer was over 21 days old, there is no return of the computer. Well, guess what, it is now 2 days after the hard drive was suppose to arrive and it hasn't. I called tech support and spoke with a manager. He tell us it isn't schedule to arrive until Tuesday which is 3 days from now. That's 5 days for an overnight package. The tech support manager said he has no control over Fedex. This is the worst support I have ever seen. One piece of advice, don't buy a Dell. I realize things break but stand behind your product!