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Alienware - Rebates

Bismarck of Newark, DE November 28, 2007

Alienware refused to work with me in the credit of a 600 system rebate which they told me and many other customers never arrived to their Washington offices. Alienware's Area 51 7700 mobile workstation slowly broke down internally. The system is unable to boot or if it does as soon as it begins to get hot it freezes. The machine has always felt extremely hot. I became sick to my stomach to think that SO MANY PEOPLE had been bamboozled just like me. Alienware said the temperature issue would not be a problem and never warned me about the problems that could arise. Needless to say the system freezes when it boots but most of the time it refuses to boot and says that either the hard drives could not be found or the BIOS could not be found. Online research tells me the motherboard could be damaged from heat.

The 7700 is the system that allows me to run my business and execute my work night after night at live music events. Having it break down has caused me more grief and embarrassment at work than I can explain. Not only have I have suffered criticism because of the system going down or not working properly during a live event but I have been denied payment from customers because I could not perform (I am a DJ) a specific show. On top of losing my money for that night, I also lost a good customer that won't work with me because to him I am unreliable. This are all damages that are derived from Alienware's inability to make a recall or such which could take care of the issue.

Sean of York, SC May 16, 2007

I bought a desktop computer from Alienware. They had a deal where if I bought a certain set of Klipsh speakers I would receive a 300 rebate. The rebate form was supposed to be included with the computer. It wasn't. I called and asked about it. They told me that I was right, that I was supposed to receive a rebate and they would have someone call me to arrange it. 2 or 3 days later I hadn't received a call, so I called back. They gave me the same run-around, someone would call me back. I finally gave up, though I really wish now I had taken legal action.

About a year or so later they actually sent me an email customer survey. I complained about the rebate and told them I would never buy anything from them again. They sent a reply saying they had tried to call me numerous times about the rebate but I had never responded! I was the one who had called numerous times.

Phil of Liberty, ME January 28, 2006

Ordered the Alienware area-51 7700m laptop. I left town on business and I start to gather the information I need to send in my rebates. Being that I am out of town I do not have any access to my invoice. I thought this is a simple fix, I'll call them and they can email or fax it to me. Boy was I wrong. On my first phone call to customer service I am told that they can email me my invoice and I should receive it in 24-48hrs so I’m like great.

Two days later I have no invoice, so I call again this time I am met with attitude and a very condescending service rep. Who says they will submit a ticket to have it emailed to me. I remind this rep named mary-jo that this is second time I have requested this information. Little did I know this is also happening to a friend of mine who also ordered an alien ware computer. I call a third time stating that I would like to speak to a manager I am told there are no managers who can speak with me regarding the problem that they will submit a ticket to have one call me…noone ever calls me back.

I call back again saying send me a copy of my invoice or send me an RMA to return the computer. I have received the RMA with in seconds to return the computer and I am being informed that I will be charged for all shipping charges that it cost to send it me which was 120 for fed ground delivery mind you and a 15% which is 450 restocking fee and a 105 shipping charge to return the computer all in all that would total 675 to return the computer. When I asked why I have to pay the 105 to return the computer all the customer service agent will tell me is that is their policy.

Five days have passed and I still have no invoice to send in for the rebate form so I call again not wanting to be charged the outrageous return cost and ask why have I not received my copy of the invoice. They say they will submit a ticket to have it sent to me that I should have it with in 24-72 hours I am now working with customer service agent Allison. I tell her that is simply unacceptable that I want to speak with a supervisor. Again I am informed that there are no supervisors available to speak with me. I am now very close to running out of time to send in for my rebate. I am on the phone with her for about an hour and a half before I am put on with Addy who is supposedly a customer service manager and I am told that I will have my invoice sent to me with in 72hrs. I went on to inform her that I am reporting Alienware to the BBB and writing letters the magazines her reply to me was this “Alienware is a large company with a strong foundation and that my complaints will not even make a dent in their business” and then proceeded to hang up on me.

Mind you all I asked for was a copy of my invoice has turned into this. I am like this is crazy, is this some kind of scam or something. I started searching the inter net a bit and found other people who have had trouble getting this invoice and running out of time just to have Alienware say you are past your rebate period. I also proceeded to call the editors of Smart Computing magazine who Alienware features on their website claiming that Smart Computing gave them an “A” rating for customer service rating them higher than any other computer company including Dell. I spoke with a very nice gentleman by the name of Rod Scher an editor of Smart Computing who said yes we did review them several years ago and gave them that rating. He also went on to tell me they have been talking about revisiting that article do to the number of complaints they have been receiving from people like my self asking how on earth they received a “A” rating. I am currently speaking with my lawyer on what avenues I can take against this company maybe even including a class action lawsuit.

Slee of Theodore, AL January 20, 2006

I purchased the Area51 7700 in July of '05. I was fortunate enough to get my laptop not long after the shipping date they gave me. My problem with Alienware is they have yet sent me my rebate. I was told I would receive my rebate within 6 months of the purchase date, their website also reads "6 months on rebates". I've made several attempts to speak with someone other than their customer support (which is a complete waste of time, even if you can understand them) and I'm always told, "there are no supervisors working"...I find this hard to believe.

The first attempt to resolve this matter I was told that my rebate information was being looked over before they sent it to me, "You should receive it within a week". Well, it's 3 months later and no check from them. It is now well over 6 months, so I attempted to contact them on this matter again. Now their story is, "We're having trouble with our rebates"...That is not my problem. Now, if I had financed a machine from them and missed a payment or 2 I'm pretty sure they would be sueing me by now for their money. I've attempted to contact their corporate office and all they tell me is to contact the Miami office. So, Monday morning I'll contact my attorney and let him resolve this matter.

I'm fortunate I don't have the technical problems others are having with their machines. They have been collecting interest off my money for the past 6 months while I've lost interest for the past 6 months. I love my laptop, but as far as their customer support, they have a LOT to learn about dealing with their customers and following their own company policy. For those thinking of purchasing an Alienware machine, you might want to look around elsewhere for one. For those of you that have purchased an Alienware machine in the past 6 months, you might want to start calling them and asking about your rebate, according to customer support, it's not a problem with "my" rebate, theres a problem on THEIR end with rebates.

Debra of Huntington, NY December 7, 2005

A CUSTOMER SERVICE NIGHTMARE!! After being houded by my 14 year old to replace her old DELL laptop with the compact, hip ALIENWARE version, I spent over 2400 for a basic laptop. With a promise of a 600 rebate special and a 99 shipping rebate I felt a little better about the cost. I have been trying to get the rebate forms from them for over 5 months. First....they were never in the original box with the laptop (WHICH THEY WERE SUPPOSED TO BE), 2ND - after 2 emails and numerous phone calls -- I am told the time has expired to get the rebate and they can do NOTHING ABOUT IT!!!!

I even spoke with a Customer Service Supervisor, Brian -- who did nothing but infuriate me with his monotone reading of the "rules", stating that they sent me an email with the rebates (which I specifically told them to mail to me....not email). Absolutely no customer empathy, and he could care less that it was not my fault that I never got the rebate forms! You would think we were talking about a 50 rebate, the way he spoke with me. The computer has never been used and is not even registered yet. I told them that perhaps a spam filter rejected their email, and I was the customer who was continually calling them to let them know I hadn't gotten the forms yet. Why didn't they jut drop them in the mail like I had originally requested anyway????

As far at they were concerned, if they said they emailed me the rebates, their job was done, even though I called twice since then to ask where my rebates were. (Oh, by the way, they have no record of those phone calls!) This was my first and LAST purchase with Alienware. I have always bought from Dell who has a great product line AND excellent customer service. Alienware only cares about you as a customer when they are trying to make the sale, otherwise, they could care less about whether or not I was satisfied, they screwed up or if I ever bought anything from them again. Companies with that attitude will eventually crash and burn! My verdict: Alienware is ALIEN to good Customer Service and you should not buy from them.

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