Alienware - Tech Support

I am writing you to tell you of the horrible time I have been having with the Alienware M15X laptop I purchased a couple of years ago. It has had many issues, starting just 8 months after I purchased it, including a bad hard drive, bad monitor, bad monitor hinges, bad video card 3 times over. This is not acceptable for a laptop that cost over $1800 and is considered one of the best, if the best gaming laptop on the market. I do not share that opinion given the issues I have experienced with this product. I have taken your customer supports advice by utilizing the Ztronics company for all of the issues I have been continually having.

Currently, I have no video upon boot up. Ztronics, Dell support and Alienware support all suggested getting a refurbished video card from eBay because you/they do not make a new replacement card for this laptop. I find this extremely hard to believe that Dell would buy a company and then choose not to be able to supply replacement parts for a product that they now own and support. I am now on my second refurbished video card and neither one works; one the laptop would not even boot and the other has black lines on the screen. I have put another $700 into this laptop over the last 16 months just to keep it up and running. This 40% of the original cost of the laptop. Dell should stand by a product produced by a company they purchased and provide some sort of compensation for this. I ask you, Would you want your child to have this laptop with the numerous issues I have experienced? I had to purchase another laptop for college because I cannot use this one. I am very very upset at spending my hard earned money on an inferior product that cost me most of my savings.

I recently purchased a new Alienware m18x. On Saturday, I was told it had shipped, and I paid for express delivery, costing almost $70. I looked up the tracking number, and it's an old number from 2010. I called Dell up, and they told me to call FedEx. So I called FedEx, and they told me the same thing and that Dell is recycling tracking numbers. And they looked up my address and said FedEx didn't have a package for me.

So I called again, and support told me to hold on and that he would call FedEx. 5 minutes went by, and then, he got back on the phone and told me that FedEx is closed. I got mad and said that it was funny for I just spoke to them. I gave them the lady's number and extension that I had spoken to at FedEx, and then he transferred me to his manager who told me that "Oh, 24 hours, it will update."

Monday is here, and I have the same issue. I was told to wait 24 more hours, so I started yelling and getting angry. He hung up. It takes a lot of guts when you can hang up in India. So, being almost 5, Dell called me and said that my order shipped. Funny, you said that Saturday.

So also with my laptop came a new Razer Mamba 2012 wireless gaming mouse. Plug it in, and what do you know? It doesn't work. I called Dell again. The guy told me that I have to pay to return it and then they will send me another one out. I got pissed, and he found out that I am in the military and said, "Oh, my manager says we will rush you another one no cost to you."

Damn right. And if my laptop comes in 4 pieces, best believe me, I will go to Round Rock HQ and personally file a complaint. I don't know how their computers are, but I will tell you that their Customer Service is garbage and they don't care, because they are in another country and getting paid, laughing at us ** Americans.

I really want to give Alienware tech support 0 stars. They are horrible. Since I received my computer in June of 2011, I have had nothing but problems with the computer. They have already replaced the power supply and graphics card and it still has fixed the issue. They refuse to give me a replacement computer. And if I want to speak with someone in the United States, I have to pay. Do I have to pay to speak with someone in my own country? The graphics card still stops working in the middle of watching videos or gaming. And just today the hard drive started powering on and off like it was trying to stay on but couldn't. I spent a lot of money on this lemon machine. There should be no reason the computer continuously should do this. And the tech support is awful. I got no help whatsoever. I even emailed the CEO to complain and nothing.

I have problem connecting to wireless network at home, the connection is on and off. All my other devices works fine, so it's not the problem with my router. I called Alienware tech support 3 times in the past 2 days. First 2 times, they try to fix the problem remotely and it connected. After couple hours, it went dead again. Now it's my third time calling in. They just refused to diagnose the problem for me. They didn't blame the router, but blamed on the ISP. I would never buy from them again.

So, I've had my Area-51 Alienware computer for a little over 1 month. Since the beginning, my monitor goes black after a few hours of gaming. I thought it was a monitor problem, Viewsonic, since some reviews explained the issues. After hours on the phone, I returned the monitor to be fixed, only to find out that it's not the monitor. I now have a different monitor and the problem continues, and now, more often, causing me to force quit every time (hold in start button).

I can't believe this brand new NVIDA graphics card is not working properly. I mean the thing was expensive! I'm curious to know what else is wrong with the machine. You would think that the brand new parts would be installed correctly but I'm afraid my problems just began. This is going to be terrible. I hope they just send me a new graphics card and that's that. I hope.

I ordered a brand new Alienware Aurora ALX system. The PC was delayed four times on when it would reach my house. The PC was shipped with the incorrect parts in the machine. The cards were lagging and tech support had to correct the FPS issue. I am now in the process of getting the parts that were supposed to be in the PC when it arrived. But every time Dell says that they are shipping it, they will then cancel it on me. This will be the third time that it has been cancelled on me. I paid an extra $250 for the memory and they gave me the cheap stuff hoping that I wouldn't notice. Now, they don't believe me even though their PC information form on the desktop says it's the incorrect part and one of their techs verified it is indeed the incorrect part (using a PC to PC desktop software to see the actual PC).

I bought a brand new built to order Alieanware Area-51 M5550 laptop. I have had to call in and replace the Nvidia video card twice. The first two times, they took me through all the steps and diagnosed and sent me a new video card. I had the same exact problem just recently (for the 3rd time) and they told me that even though this is a common problem with these laptops and I have had this problem twice before (and they have it documented in their system) they told me they no longer have the video card and I am now out of warranty. They could not help me but I could search the web to buy a video card ($120 for this particular Nvidia model). They did not have any other alternatives for me.

I had also posted on a forum about my problems with Alienware to which a representative had told me I would get an extension on my warranty. If this were to happen in another industry (like my car) in which there is a known problem they would have offered a better solution to just wait out my warranty and tell me "too bad. "

Also, I bought my computer and financed it through the Alienware/ Dell finances and did not have an option to pay online. I had to write a check and give send it in up to one week early to make sure it processed on time or call in to pay and get assessed a $10 service fee. I also bought my computer as a student and was told that since the Dell student discount did not show up on originally that it would which it never did. Have to find and pay $120 for a new graphics card to replace the one that has gone bad 3 times already which I know will happen again.

I bought an Alienware Mx17 less than a year ago. I bought a three-year warranty. They ask me to do the repairs on the phone. They promise to pick up the computer and send it to repair and they don't. It's defective since the beginning. Despite several repairs, the computer always has problems. I was offered recently to be reimbursed. But no one gets back to me. I loss $3200 for defective product.

Bellow is an account of the issues I have experienced in numerical order.

1. When I purchased Alienware laptop from dell, they did not honor or give me the discount under the Alienware student faculty purchase program. I spoke with the representative on the phone when I ordered my laptop, told the representative I am a full-time student and was assured that I would receive a student discount. When I received my laptop and bill, I was not given the discount I was promised. I called back dell, and told them that I did not receive my student discount under their purchase program. I was told they could not give me the discount or refund because the transaction was already processed.

2. LCD screen cracked and split due to weak hinges and poor materials. Brackets were replaced.

3. I have had numerous issues with Alienware command software not operating properly. Software would cause laptop to malfunction, freeze up, and operate slowly.

4. Tech support was unable to fix problems with command center software. They installed software incorrectly (using windows 7 patches instead of using patches for my laptops operating system vista) and would hang up if they could not find solution to problem rather than transferring me to next level of support. I had to call back and get assistance from some other IT representative.

5. I have had to, at the direction of tech support, completely erase my hard drive and re-install operating system software (windows vista) numerous times as well as re-install command center software from dell website.

6. I have had to speak with tech support more than 100 hours to have them unsuccessfully resolve laptop issues. When I requested a higher level of tech support (such as a supervisor or manager) my request was denied and my phone call was disconnected by tech support.

7. When I requested to have my system repaired under my 3 year warranty that I purchased, tech support informed me that they would not send me a fed ex shipping label to return my laptop to their service/repair facility unless I took apart the laptop and attempted to repair the issue myself. After taking apart my laptop and removing some connections and wires, the issue was still not resolved, until I spoke with a higher level of tech support and correctly reinstalled command center software.

8. One of the issues, which I had to take apart my laptop and remove hardware again, was with the keyboard malfunctioning. Some keys were not operating, I would have to hit keys numerous times in order for them to type a letter and some of the keys were breaking and falling out of their brackets. I contacted tech support and they told me I had to take apart my laptop and reconnect a computer strip that connects the keyboard to the mother board. I told tech support I do not feel comfortable with taking apart my laptop and would like to have it repaired under my 3 year warranty. I was told by tech support that I they would not send me a fed ex slip to repair my laptop unless I attempted repair this issue myself. I was told by this IT representative that I could look up the instructions on the internet on how to take apart the laptop and reconnect the keyboard strip. I only have one computer, and it is malfunctioning, so how am I to use a malfunctioning laptop computer to look up IT repair instructions? Tech support informed me I have to find access to another computer. I had to go to a relatives home, use their desktop to look up these IT instructions to take apart my laptop. After 9 hours of speaking with tech support and 1 hour of taking apart my own laptop, reconnecting the strip to the motherboard, and putting my laptop back together the issue was still not resolved.

9. The next day I had to call about the same issue that was not resolved, it took over 6 hours after speaking to an IT representative. After hours of failed attempts to resolve the keyboard issue, I was given a fed ex label to have my laptop shipped to the dell repair facility.

10. When my laptop was returned 2 weeks later, the hard drive was reformatted and instead of replacing the malfunctioning keyboard, technicians replaced broken keys with duplicate keys, the same malfunctioning keyboard was still in the unit. I had 2 backspace keys, 2 plus/equal keys, instead of having the backspace key put in place and a comma key. When I turned on my laptop and attempted to type a document I still had issues with the keyboard not working. IT technicians at the repair facility did not replace the keyboard, nor fix the problem. Their solution to a faulty hardware problems, was to replace broken keys with what was laying around (giving me 2 enter keys, and 2 comma keys) and completely erase my hard drive, improperly installed my vista software, and not reinstall the command center software and then ship this system back to me.

11. I called Alienware immediately upon receiving my laptop. I had to argue with tech support for over 5 hours in order for them to have a IT technician show up to my home and replace the keyboard, which is covered under my warranty. Five days later a new keyboard showed up to my home and a day later a contracted technician showed up and replaced the malfunctioning/broken keyboard. I shipped back the broken keyboard as directed.

12. Over the next two weeks, I now had issues with my system crashing and the command center software not operating properly. I contacted Alienware tech support and after 5 hours the Alienware command center was working.

13. Three weeks later, after using the command center software alien sense (a web cam security based software) my laptop displayed a black screen and would not load to the desktop. Contacted tech support to repair issue, after 9 hours of erasing hard drive, re-installing vista windows, the system crashed. I was directed to remove some turbo micro chip and re-boot laptop, it was still malfunctioning. I was put on hold for over half an hour and was told I would be mailed a new hard drive that I would have to install myself. I wanted to have my system sent to Alienware for them to repair and install hard drive and I was told that I don't need to have my laptop sent and that I could install hard drive myself. This seems to be a typical pattern of Alienware technicians for me to have to be my own hardware technician rather than letting them repair my laptop under the warranty in which I purchased to be used. Perhaps to save money.

14. When I checked the Alienware my hive website, this site shows all of the items ordered for my laptop computer such as new keyboard, screws for the lcd screen, etc... When I browsed the website, I noticed that a hard drive was purchased. This hard drive was purchased and replaced in my hard drive during the time I sent my laptop in to have the keyboard replaced. Again, instead of replacing the keyboard, the IT technicians replaced broken keys on the keyboard with similar but duplicate keys. I thought that the IT technicians completely erased my hard drive, it was replaced. It was replaced by a used hard drive. When I received the new hard drive that I was told that I have to install myself, the hard drive had scratches on the outside of the hard drive case, and worn marks in the screw sockets. Upon closer inspection, the technicians lost one of the screws to hold the hard drive in place, and did not install another screw. My hard drive is still short one screw to mount in the mother board.

15. I sent back the old hard drive as directed, attempted to re-install my vista windows software again, and no luck. I'm still experiencing a black screen.

16. Though I asked again, under the 3 year warranty I purchased, to them replace the hard drive and test the system and hardware (which is covered under the warranty), Alienware refused my request and sent me another hard drive to my residence and I was told that I had to install the hard drive myself. When I replaced the hard drive, the system still does not work.

17. I have called back numerous times and asked for the contact information for the companies Obudsman, higher level of tech support, and the company itself to resolve these many issues. My requests were denied, I was given the run-around, and when I contacted the company in Florida (after doing my own research) I was instructed to call the same number for tech support. This is a number which is relayed to Costa Rica which I believe Alienware has contracted and or outsourced to a foreign company. They, nevertheless, respond as Alienware.

So, I too bought the Alienware garbage. I read reviews before I bought my PC, which were mixed but then they all were for each of the computer companies I was looking at. I bought my machine in December of 2008. It worked great to begin with, but then the hard drive died in less than 2 months. I shipped it back to Alienware after spending several hours on the phone with foreigners in Costa Rica that I could barely understand and didn't seem to care too much about my PC woes. At this point, I re-installed the hard drive and the machine has worked fine up until yesterday, 4/5/2010. I think this hard drive made it around a year give or take before dying.

So, I called Alienware yesterday, and again spoke with some Hispanic woman that I could barely understand. She said my warranty had expired last December and that she would be happy to "sell" me a replacement. I laughed and said no, and that I would call their customer support on Monday, because in my Alienware booklet customer service isn't open on Sunday. I call back today only to find out that it is actually the same department, i.e. customer support is tech support. After explaining my disgust about what a lemon I have received, the agent basically tells me, "Things happen, your warranty is expired, and we won't do anything for you." He actually laughed a little bit when he told me this, which is pretty much what I figured from this garbage company when the hard drive died again yesterday. Frankly, before I had my Alienware, I had Dell and Gateways without ever having anything but a key on the keyboard break.

Alienware is horrible. They charge premium price for a garbage product. Their customer service is apparently staffed by nothing but Hispanics in a foreign country that I can barely understand and who doesn't seem to give a damn about me or my computer. I'm sure there is probably no recourse for me at all but please, please people, who read this, do not buy Alienware's terrible product and even worse customer service. I will never buy anything from them again and will encourage everyone I know not to buy anything from them. Hands down, this is my worst computer and computer experience ever.

At the beginning of 2009, I purchased an Alienware M17 which came back with countless issues. I returned it to be fixed by Alienware, and after 1 month, it was returned in the exact same condition. Then the laptop ceased to turn on or wouldn't power up at all so I called Alienware, and after speaking to quite a few people, I returned the M17 and purchased the M17x for $4,000 and paid $500, or 15% restocking fee for the M17.

The M17x arrives and everything works except the SLi on the 2 280GTx cards. I wanted to return the card that didn't work for my money back considering the laptop worked perfect with 1 video card only. Alienware insisted they would fix the issue first. They sent a technician to my house to replace the motherboard, but the unit did not get fixed.

They sent another Tech to my house to replace both videocards. Now when SLi is enabled, it's even worse as I get a blue flickering screen in games. Now they want me to send the laptop back to Alienware in the mail. Seriously, everyone knows its going to come back in the same condition or worse. Even if they send me a new Laptop, who knows if it will be in worse condition than this one.

Aloha, I purchased this very expensive $5,000.00 computer from Alienware in 2007. It has been a nonstop battle with them over the phone with tech support and sending the laptop back and fourth to them through the mail. The warranty will run out in April of 2010.

I have been wronged greatly by Alienware. It has never worked properly and all I have done for the last three years is trouble-shoot it with them over the phone. I have had to send it back to them at least 10 times. Every single time it has come back, there is either something new wrong with it, or they actually made the computer worse. A constant problem of dead pixels is one problem. No matter how many times they replace the LCD screen, more dead pixels seem to pop up only a week after I get it back. One time, they actually replaced the LCD screen with dead pixels with another LCD screen that already had dead pixels in it.

Another time they returned the computer with the hard-drive wiped out. They accidentally erased my whole computer and I had very valuable pictures of the first year of my daughter's life on it. Yes, I know I should have backed up my files, but the DVD drive on this computer has always had a problem with it and Nero will not work. It errors out most of the time when I try to burn to a DVD using windows. I have always told them of this, but time and time again they forget to replace the part. They never ever completely fix it and there is always more problems.

Even after all of their mistakes and bungles, they refuse to build me a new system. I even told them I would accept a desktop tower. It would be less expensive than the $5,000.00 I paid for the laptop. It probably would also be easier to repair. They have also told me that a refund of my hard earned money is out of the question as well.

I am currently researching Falcon Northwest computers and I am already impressed. I have not been able to find any significant bad reports about them. Is there hope in the battle for a nice computer that works like it should in the world now?

We purchased an Alienware laptop for our son for his 8th grade graduation in May of 2005, spending a little over $5,000. The long and short of that is this, Alienware had this particular laptop more than we did, and finally after sending and resending this computer to be repaired for various problems, they agreed to replace the entire system with the system we now have, this occurred within one to one and half years time. The replacement did not come free as it should have, there was no even exchange, we had to spend an additional $500.00 to get some of the same things that had been upgraded and needed to be installed on the newer computer, m7700. This computer worked alright for about a year and it was soon after receiving it that we had to send this one back for repairs also. The monitor would not light up, the computer would not turn on and the list goes on and on. Mid year 2008 we had to resend the computer back and after months of waiting and many many phone calls with no answer regarding where the computer was and what was wrong with it, finally several months later, we were told the part that needed to be replaced, was not made by alienware anymore and the company was trying to find one...several months later the computer was returned to us, AFTER Christmas, it is now less than a year later since the computer was returned and it is broken again...

I contacted Alienware and was informed that the computer I purchased two years ago is no longer sold by Alienware so they will no longer repair it, claiming the warranty had run out in July of this year they are no longer liable for those things that do not work on it, even though the computers have not worked from the day we received it. I attempted to explain that this has been an ongoing issue, since 2005 with the computers we have purchased and returned to them and someone there needs to be accountable for this problem and the junk they are charging an arm and leg for. I was given the website address to a company who "might" have the part we need. They did not offer any kind of solution other than a website and was then cut off by the tech person. This is ridiculous, this company charges an enormous amount for their computers but their product is greatly defective, how is it that I can have two computers from this company within a four year time period and both of them be so beyond repair in such short periods of time, with no offer of remedy offered by the company. There comes a time when they have to be made to be accountable for the junk they are selling. My son now has a computer that I am still paying for but does not work, with no way of knowing if it can be fixed, with the claim by Alienware that they do not make this computer or it's parts anymore. I know this sounds like rambling and there is more to this story, but it's so much easier to talk about it rather than type it.

I ordered this laptop for my son on March 26, 2009. Received it in April (1 week after the promised delivery). It was not working properly-power button was faulty. Sent it back within a week of receiving it. Was sent back 3 weeks later with parts missing (no disk drive). I've been on the phone with technicians, supervisors for over 6 months. All parts sent to me were incorrect. They had the nerve to charge me for parts I sent back. They sent out a technician to my house twice to install the "correct" parts they kept sending me-the parts were ofcourse wrong and the technician finally ordered parts he thought were needed.

He tried for a third time to install the "correct" parts Alienware sent-it still didnt work. They had me ship back the laptop. They sent it back to us in two weeks in even worse condition then what we sent it to them in-blue screen-completely not working. Three weeks ago I shipped it back. I've been on hold with Alienware for many hours over the past few days trying to find out whats going on. They assured me someone would get back to me within 48 hours (no one did).

Finally today, after being on hold for over 2 hours, I insisted I speak with a supervisor. I waited on hold for another 1/2 hour and they put Eddie on the phone. He said someone from the "specialist" department would call me back with an update within 48 hours-he had emailed them with my info while I was on the phone with him. I asked him who is this "specialist" that would be calling me back. He said he could not give me a name-it was company policy he could not give out his identity. I asked him if this "specialist" was FBI or CIA and was undercover or something for the government and thats why it was such a secret, or if in fact this "specialist" is just another ploy so they can pretend they are doing something about their lemon laptop they sent me. I think this company is the worst company ever and I highly recommend anyone thinking of purchasing any of their products, to think twice.

I purchased an Alienware Area 51 Destroyer edition earlier this month. The item arrived DOA. After spending more than a hour on the phone with their tech support- I was advised it was the motherboard creating the problem. Alienware shipped a board replacement which I received one week later. They would not overnight or ship it any quicker.

After receiving the board and replacing it I still had the same problem. I spent even more time on the phone with their tech support. I was then advised that something must be wrong- gee how obvious can it get?!?!?! I was then urged to return the entire computer to their repair depot at my expense... ?!?!?!?!?!?! My obvious reponse to such was no- I will not wait months for this thing to be repaired as well as be out the shipping expense.

I asked to please process a RMA on the item to return it. Their response was according to terms & conditions I was required to pay a 15% restocking fee even though the item was defective. Oh and pay shipping as well. Then I was advised I would have to wait 48 hrs to be contacted to get permission to return the item from someone else within Alienware...?!?!?!?!?

Well 48 hrs later instead of receiving a phone call I received an email from a javier_arango@dell.com.. He urged me to please troubleshoot once again. If the problem could not be resolved I could return it to their supervised repair depot where he would personally check the repairs. If I would not do that then I may be able to return it at a 15% restocking fee according to terms and conditions.

No resolution still!! I replied back to him explaining my disgust and discontent with the product. And asked for a full refund which I probably will not receive.

Buyers Beware!!!

Called technical support three times. I was disconnected twice and on hold the third time. Dell used to have good technical support when it was in the United States, but now that its in India, they suck. Dell is on the decline and I can see why. Acer has passed them in sales. If Dell doesn't get customer service back in the US, I see them going away. I have had the computer for two days and I am unhappy. I know at this point and alot of people ask me,will not recommend Dell. I bought a fast gaming computer for speed, it takes over 5 seconds to go from one internet page to another. Slower than the computer I'm replacing.

The product is an M17 laptop, price $4,925.20 ordered 11/26/2008.

Brief description of issue:

The system has not performed adequately. I started by having to reinstall Windows. I ended up reinstalling it 5 times, losing data and time with each reinstall. The computer often would not boot without using the recovery disc. I spent many hours with your tech support staff. One of the hard drives failed and was replaced. They also recommened Norton anti-virus which does not run on this 64 bit system. They did not install it but they charged me for it anyway. I had to send it back for a refund.

This summer the other drive failed. At this point I was directed to send the system in for hard drive replacement and system diagnosis. Alienware received my system on 7-27-09. In six weeks time, the customer service department has been unable to determine when hard drives will be available to install. I have had to call countless times to ask for a status update. I have never been contacted with one. Each time I call, I have to provide identification information twice, and be put on hold twice, since there is no direct contact phone number available for customer service. Five times, Eddie Ramos (employee ID 00377) failed to call me with an update when he said he would. He is a Supervisor. I told Alienware I would accept any two 500 GB 7200 rpm drives or better, since they could not obtain them from Seagate. As of 9-10-09, they claim they are expecting a shipment of the hard drives next week. I'm not sure if I should believe them or if it is just another stalling tactic.

I purchased a M17 Alienware laptop a few months ago. It arrived with most of the barebones defective. Called Alienware the first day and worked with them in good faith only to have them toy with me til the30 days was up. I remember the M17 didn't see my 2nd HD and having Alienware tech support give me a long speech about it being the HD's manufacturer's fault and not theirs. After he finished, I reminded him the 2nd HD came from Alienware. there was ABSOLUTE SILENCE! still no resolution was offered

From day one all "requests"for a replacement or refund were ignored. Finally they offered a new replacement if I agreed to first reformat the laptop to see if that would resolve the problems. It didn't! To my shock, Alienware denied ever making the offer for a replacement. I was so furious I responded with 'DEMANDING" a replacement.

would you believe, Alienware now claims there is no mention in their notes of my ever "requesting" a refund or replacement. Their only notation is of my "DEMAND"which was on the 31st day! Thus refund and replacement are no longer an option,.

took pride in what they produced and pride in creating customer satisfaction. I don't know when this changed but now [with Dell as their new owners] they are imitating DELL"s old deliberate schemes of sending defective equip disguised as NEW equip. Been there! Done That!

I am here to tell you, even if you are lucky enough to receive perfect equip. the M17 is disappointing and uncomfortable to use. Sad because it sure is pretty. the M17 Keyboard re-design is a design mistake that should have been corrected before being released to the public. the keypad has the decimal point place placed at the opposite end from any & all universal keypad layouts. this may not be an issue to most ppl, but if you do accounting, the keypad is useless. However, it becomes an issue for everyone by taking up valuable keyboard real estate and forcing THE KEYBOARD key spacing to be constricted and awkward to use.

the keyboard keys are so tightly cramped because of lack of space, typing is awkward and its impossible to not keep hitting a a wrong key. PALM PRESSURE PLAYS HAVOC WITH SCREEN the keyboard is set so far back from the front edge you can place an dessert place between the front edge and the beginning of the keyboard. Hence, making it difficult not to have the heat from the palm of your hand detected by the touch pad while you're typing. This causes unexpected and frequent havoc with your screen. again this is a design defect that should have been corrected before being ready for sale to the public.

The screen blacks out frequently. don't know why! even with 4gig of RAM I am constantly getting "Out of Memory" messages or unable to save file because of insufficient memory. I'm not alone, extensive online research shows hundreds of lawsuits against alienware for deliberately sending defective merchandise to consumers instead of taking the time to have them fixed properly first.

The State of California even took back control and responsibility to protect its residence by applying California consumer protection laws over Alienware's equip that arrives and resides in California. California consumer protection laws now take precedent over Alienware's home state of Florida's protection law. Alienware also has a secret clause in their warranty where you waive your right to defend yourself. can't remember the exact words, but if you' search you'll find it.

I depend on my laptop for my living but can't rely on Alienware or this M17 laptop

purchased 2 identical Alienware laptops in july of 2003 for my twins going to college. area51. about $6,000 each with 4 year warantees. They both had identical problems over the 4 years of overheating and shutting down, etc. They were in and out of the shop several times, leaving the college students with no computers for several months at a time.

At the end of the 4 years, neither system was working, and alienware stopped making the parts for them and I forced them to replace them with a new system. They replaced them with their low end latop. They wouldn't allow me to purchase a warantee on the new ones, and now one of them has a burned motherboard.

Since we are out of the original 4 year warantee, they are doing nothing about the new replacement laptop that only lasted a year AND, I can't even pay to get it fixed because, again, they stopped making parts for this one as well. I emailed the CEO, he fwd to one his subordinates to tell me NO. No help or support for a one year old Alienware M550i-R3.

My suggestion to anyone reading this...don't spend the extra money for the Alienware machines. they are disposable, like a Bic lighter.

I ordered a new hard drive. They sent a used and damaged hard drive. I paid a tech to come in and install it, only to find out it was used. I feel like they are a company that has comitted fraud! Then they send me another one supposed to be 2nd day air. 2 weeks later I still have not gotten it. They told me they sent it to the wrong address, and when it was re-routed we refused it. This is not true! This company has so many lies! The ceo won't get on the phone and they are very RUDE!

I purchased a Ailenware laptop for playing games. This was the most expensive laptop I had ever purchased. I was led to believe I was buying a top of the line computer. Sadly, I was very dissappointed. The laptop was broken coming out of the box. When ever I unplugged the computer it went nuts. The volume control began to turn itself up and down every few seconds on its own. Then it began to turn itself off at will or would just freeze up all together.

I went to the tech area of their website and found many complaints about the same thing. The tech people's response to the volume control issue was that they knew about the problem but didn't have a solution to the problem. They told other people who were haveing the same problem that they would get back to them once they had a solution. The first complaint I could find on this problem was 10 months old. Other customers were complaining about how they were sending their computers in multiple times for repair with no success.
When I wanted to just return the computer they forced me to pay the restocking fee on their broken computer. I was told that I had to let them try to fix it if I didn't want to pay the restocking fee. This is black mail as far as I am concerned. I should not have to pay a restocking fee on a "BROKEN COMPUTER".Especially, since the tech people say they have no solution for the problem.

Ailenware says they do a 200 point inspecion on their computers. What are they inspecting?

I am writing this letter to inform you of the troubles I have encountered while dealing with the company Alienware. I purchased an ALX computer for the sole purpose of owning a top of the line gaming computer. What I received was a faulty and broken computer that stated having problems from the moment I removed it from the box. I then contacted the Alienware support staff to solve these problems. They were never able to solve the problems even after they sent me several new pieces of hardware for me to personally install into the computer.

After I had made 30 more support calls the company finally agreed to have the computer sent back to Alienware to have it repaired. They took a week to repair the computer and sent it back to me, however, the PC was not fixed and was have the same problems as before. I contacted the company and there solution was to have me send the computer back in to have it repaired again. I told the company that fixing a computer that was obviously a lemon was pointless. I informed the company that I would either like a new computer of equal or greater value or a full refund of the $7,600 I spent to buy the computer. The company has sense refused to provide me with a either request and has been very uncooperative in any negotiations regarding the computer. I have made several examples of a new ALX computer that would be comparable to the broken computer that I was sent originally, but non of those offers were accepted.

I will continue to try and get some kind adequate result from the company. This leaves me without any kind of computer. However, since I have been dealing with this company for a year and a half now, not having a working computer is starting to get pretty common.

Right now I am talking with Alienware to get some kind of compensation. Either a computer of equal or greater value or a refund of the original price of the computer. This was going OK, but they have refused all offers and have since stopped communicating with me. I have sent e-mails to both the CEO and the PR representative to try and solve the problem.

The other problem that has come up is that on the website of Alienware, it states several times that all their PCs are upgradeable. This is very far from the truth. After I received the computer I wanted to add more ram to the computer. I contacted both Alieware support and the sales agents to see if this is possible. They stated that it is OK to do this and sold be 2 new pieces of RAM. After I installed these into the computer the PC began to not run correctly. I then called Alienware support and they then informed me that the computer could not run with the RAM I purchased and told me to not run the computer with the extra ram.

My communication is to inform All of the troubles I have encountered while dealing with the company Alienware. I purchased an ALX computer for the sole purpose of owning a top of the line gaming computer for over $7,600. What I received was a faulty and malfunctioning device. We started having problems from the moment I removed it from the box. I then contacted the Alienware support staff to solve these problems. The issues were hardware. They sent me several new pieces of hardware. I even purchased more memory from Alienware in attempt to solve the issues.

After I had made over 40 support calls the company finally agreed to have the computer sent back to Alienware to have it repaired. They took a week to repair the computer and sent it back to me. However, the PC was not fixed. I experienced the same problems as before.More support calls and again the company asked me send to the computer back in to have it repaired a second time. I told the company that fixing this computer was pointless.It was a lemon. We requested from Alienware either provide a new computer of equal value or a full refund of the $7,600 I spent to buy the computer.

The company has sense refused to provide me with a either request and has been very uncooperative, rude, and unprofessional. The first contact person I spoke to was a V. Bau. Mrs. Baus superiors number is Christian Mayorga. I tried to file a complaint with the company but, was directed back to Mr. Mayorga. His superior algedly is the CEO of the company who can only be reached by E-Mail.

If there is anyone out there looking to get a high-end gaming computer I would suggest to go anywhere but Alienware. BEWARE OF ALIENWARE. May I suggest you do an internet search of problems with Alienware BEFORE you purchase any products from this vendor. Now, I am left out to dry after spending over $7,600, days of time with their technical support/ staff and have no computer. NO DEVICE AND OUT $7,600. WARNING: BEWARE OF ALIENWARE!!!!!

We purchased a gaming computer for our son from Alienware. It was supposed to top of the line. The machine ran about $7,600. I thought they were nuts but, went along with what he wanted. The machine has never worked correctly since purchase. Over 50 technical assistance calls two returns and it as useful as a trash can. I called to ask for a replacement for this lemon and was told to get lost.

Then, I called to complain and kept getting the same two individuals- V. Bau (ext.2016) & C. Mayorjar (ext. 2014) at 1-866-. Their boss is the CEO who can only be reached by E-Mail. What a racket. This is a BAD COMPANY with POOR BUSINESS PRACTICES. BEWARE- STAY AWAY FROM ALIENWARE!

Loss of $7,600

We purchased a PC from them about 5-6 months ago, this PC started having problems about 2 months into service, it was blue screening frequently. We called Alienware customer support, they had us run the diags and what not and IIRC (since it was a long time ago) we replaced the memory. This was of course after he made our guy un-plug and play with every part of the PC. It kept blue screening after that, their tech support team was helpless. They refused to send a tech out while the problem was constantly re-occurring and our troubleshooting did not bear any fruit.

The PC started blue screening frequently (like once a day) until one day it just completely shut down and would not turn on. We called alienware, told them it is burned, they told us to send it back so they can test it, they would not replace it. We sent it back, they took their time and found out that a few things were burned. We did not send back the hard drives as it had our software on it. They tested the PC and sent it back to us w/the replaced parts. It crashed again w/a blue screen 2 days after we received it. Continued its previous frequency of blue screening, we called them up again, they told us that since we did not swap the hard drive it was the hard drive (however, no such error messages were being displayed).

We asked for a new box. They said that they dont have that option, they only can swap the HDs or have us send it back to them. We made it clear to them that this box is used by an important person and he cannot constantly have his PC sent back to you. At any rate, we agreed to swap the hard drives, they sent us 2 HDs, one of the 2 HDs was bad from the get go. We used the other HD to get the PC back online. It crashed again w/the same bluescreens. We called them again, they said that they want to replace the memory and change the clock speed.

We said that you tested this memory 2 weeks ago and it should be fine. They insisted that they want to swap the memory. We said that the PC should be swapped since everything has been swapped (I kid you not, you should see the replaced parts sheet they sent us after the PC was burned). Still, they said that they could not swap it. I asked for a manger (was talking to the supervisor). The supervisor told me that he reports to the CEO. I asked to speak w/the CEO, they said I cannot talk to the CEO. So they agreed to send a tech out and swap out the memory. This was on a Friday, the memory and the replacement HD arrived on Tue,Wed.

We had to call in for a tech to come, alienware did not have an open ticket for the PC. They tried to argue that we should swap out the memory ourselves, while our previous agreement was that the technician would troubleshoot the problem. They said, it would take 24 hours to dispatch a tech person. The tech guy called Friday afternoon saying he cant come until Tue (next week).

We also called their corporate sales guy, he told us that he would bat for us and throw rocks that way. He did not call back once, every time we called him back, he said he would get back to us and no response to date. The PC is still blue screening constantly. Also, this PC is not used for gaming and one of our main guys is using it, he has been interrupted many times b/c of this PC and this has cost us money and time. We have repeatedly explained to them that this PC cannot be just sent back constantly as it is critical to our operation, however, they have constantly ignored our requests. I dont understand to what extent we must go to get a PC replaced.... its pretty evident that they cannot trouble shoot and that there is some problem w/the machine's hardware that they cannot figure out.

Called the technical support line and the person on the other line refused to supply actual technical support and would not escalate to the point of actually getting to someone who understood the technology I was tlaking about. When asked to contact the manufacturer of the product they installed in the machine to get help with the problem I was told that she would not contact the maufacturer.

I contacted the manufacturer of the drive myself and actually have a qualified person who understands the technology helping me where as the Alienware helpdesk was incompetent and refused to route me to someone who could help.

We bought a $3,500+ computer system from Alienware on 1/29/2008 and we had some system problems towards the end of 2008. The system finally failed and crashed on 2/28/2009. we tried to call the customer service representative multiple times but was told the warranty period had expired and got no help. The supervisor (Victor Ruiz) of the customer service department claimed that they are no longer responsible for the machine. In fact, my son was told that if he calls in again, he will be charged for the call regardless of whether he could be helped.

For any technical support, he would have to pay $300 just to get the machine examined. The tone and the way this message was told to our son was very upsetting and caused serious emotional disturbance to him. If the person gave no technical support and refused to provide help for a distressed customer, at least be courteous.

Are the machine built to last just one year???? What happen to good customer service? Is this a typical case of shutting the door on your customer's face or what? Is this company Aleinware no longer stand by their products anymore?

We are out of $3560.38 due to failure of the computer. We've spent much of our personal time to deal with this problem and all we got is tremendous amount of emotional distress and very bad impression of Alienware in their products and their technical support services.

After having read these horror stories I guess we've been lucky with our son's computer because he got one year and four months of happy usage out of his $3800 Area 51 M9570 laptop. I bought it for him as a gift in August 2007. This means it has cost about $224 a month. Ugh. Now it won't stay on. It starts to boot, then shuts down. He talked to customer service yesterday to find out how he can get it diagnosed and repaired. We're supposed to pay $300, put it in the original packaging and send it back.

The rep, who was NOT helpful, wouldn't give out the address until we paid up front. This makes me nervous. It requires a great deal of trust. They get money, and the computer. But if the computer can't be fixed by anyone else, what value does it have? Plus, how can we be sure they will even acknowledge that they receive it? And it's really heavy, and will cost a lot to ship. My son has lost a bunch of stuff, movies, TV shows, and music. Plus, he's dealing with some tough personal issues and now he doesn't even have his computer! It's just depressing!

I'm going to think long and hard about throwing away more money on this laptop by trying to get it fixed by Alienware. I do wish I had done more research on it before I agreed to buy it for him, because it was not a good purchase!

We purchased a computer Dec. 2008 it worked for one day only. Called their technical support after five hours of troubleshooting we informed them that we were not happy and wanted them to replace the computer. They said in order to replace it we would have to pay a 15% restocking fee, of course I was not happy with this. Then they told us to return the computer for repairs and that they would have it back to us in a couple of weeks. I ent it out on Jan 6th 2009.

After two weeks I called them to see where my computer was and was told that it would take longer because they had to make sure everything was working properly. Then they promised to replace the computer and we had to send back everthing thing that we had received in the beginning and they would reimburse the cost of shipping. We have done this and as of today Feb 22nd. have not received anything from them. I spoke with them again on Feb. 17th and they told us they will refund our money, but you know what I don't believe them, it's another one of their lies. Please help me out with this situation I feel that my hands are tied. Thanks Rita Garland.

We have spent $3000.00 dollars for this computer and have nothing, they have our computer and our money.

Ok this is just a warning for all of you who may be thinking of buying an Alienware system. I am sure you have all heard how great they are and all the good things about them. Well its just a hype, maybe 10 years ago it was top notch but that is no longer true. I purchased my system after the long wait in August of 08'. I knew I was spending to much but I needed a laptop for school so figured I would get something I wanted. From day 1 of receiving this system it had problems. Not being completely stupid when it comes to computers I attempted what I could to correct the issues I was having.

The final conclusion on my part was it was faulty hardware issues. So I attempted to contact their service department, working in manufacturing myself I understand how a few things can get by. This is where the real trouble began, being how I used my roommates paypal account I was unable to get any help from them without his verification. In order for me to do that I was moved up to their critical issues team. After getting his verification we attempted to remove him from the account and put me as the main account holder. They said this was done and they would setup a shipment from fedex to them at their cost for me to send the laptop back making it overnight so I could get my system back as soon as possible.

After they got the system they kept it for about two weeks and shipped it back. The notes for the service stated they couldn't replicate the problem and they system was fine. As soon as I attempted to start the system it kept having the same problem (power on but black screen. When finally getting the system started it would lock up on the simplest tasks, not much of a high performance system.) Attempting to contact them again I discovered I was still not the owner of the system in their eyes and needed my room mates verification again. Now by this point I have already had to drop 3 classes at my expense because I didn't have the laptop needed for them. It is also now January of 09' before I am finally able to send the system back to them again for the same repairs. They get the system on the 14th and two weeks after they have the system I try to contact them to find out whats going on because I have heard nothing.

Nearly a week after sending their critical issues team an email they finally respond saying Regarding your computers repairs, the computer was received at the Repair Center on 01/14/2009 and it is being diagnosed. As soon as I have new information, I will let you know.... The 12th of February roles around still no word from them and by this time I am really upset and very disappointed with my dream system contacting them again stating that they should either exchange my system that has never worked for a working system or give me a refund. Finally I get a response in less than a week only 5 days this time saying, The part needed to repair your computer is backordered. We expect to have it in few days. As soon as we get the replacement motherboard, your computer will be fixed and sent to you.

Well they completely ignored my requests this time and what was this backordered and will take a few days, I was never given this information till now and last time a month ago it was only a week. Now I am finished with them and send them another email stating that I want either a working system or a refund by the end of the week. Which they respond to with the unthinkable, I would like to apologize for the amount of time it is taking to repair your system. We have not received the replacement parts that are needed to complete the repairs from the manufacturer yet; however, they are supposed to be sending them soon.

At this point, a replacement computer is not an option since your computer has not been repaired. As soon as I have new information, I will let you know. I have now lost all faith in their company and am posting this in hopes that I will be able to save some others the pain and suffering I am working with right now. They also have a class action lawsuit against them because of selling known faulty products.

Loss of tons of money, failed classes, GPA dropped.

I like everyone else thought that I was dealing with a reputable company, I was wrong after taking a week longer then was told.The night I recieved my desktop the cd drive did not work, so I call tech support and after waiting 45 min. on hold (hint) they had me take it apart to find out the drive had not even been plugged into power or the mother board. I had ask how do you load the operating system with no drive and who are what idiot put it thru it's testing and packing and not catching something like that? The tech support person said he was sorry and did I have any thing else, I told him I was very unhappy with the product and having to fix it myself.

I'm a gamer so I paid 2000.00 dollar's for a piece of junk. I experience display driver issue's at least 5 to 6 time's a night. Once again I feel as if I was the only idiot that was taken advantage of by this company. I now have bigger issue's. I have had it a total of 1an1/2 month's and the hard drive is dead again. Tech support has me take it all apart then pull up the bios to let them know it see's no hard drive.This was after I was told buy customer service to run the respawn then the operating disk and lose all I had on the drive.

Needless to say i am boiling and complain in a polite way and they did not seem to care that it was my problem now. Tech support e-mailed me a packing slip to ship the hard drive back then they would send me a new one after they get the old one. If I could I would really like to just send it all back to them and buy somewere else. I want everyone to know that this was one of the worst thing's I could have ever done.There need's to be a lemon law 3 problem's and take it back, just to be able give it back is all I would like. Very Unhappy

We purchased an Alienware Area 51 9750 with a solid state hard drive duel video cards and on-site next day service. We thought we purchased the top gaming machine on the market according to Alienware. The machine arrived and out of the box, the solid state hard drive did not work. We called technical support for assistance and their response was to send the machine to them for service. The on-site service is completely at the discretion of the alienware technical support support technicians who really do not know what they are talking about. We should have read the fine print but could not find it.

Rather then send the machine back technical support after considerable discussion agreed to replace the solid state drive with a second 200 gig drive which they charged to our credit card and did not issue a credit when they received the bad drive back. We called customer a number of times about this and did not get the credit for six weeks and then only after our credit card company got involved. The machine has two video cards. When playing games, the video would stutter or just stop. technical support responded to this problem by instructing us to disable the second card and then told us remove it from the machine to correct the problem. They would not replace the card via the on-site service or warranted it as a bad part and insisted that the machine be sent to them for service because replacing a video card is a very delicate operation and requires a clean room. Bad story to tell a customer it is obviously a lie.

We did not send the machine back at that time and just removed the second video card from the machine. Shortly later, the USB port failed and would only work intermittently. Again technical support told me to send the machine to them for repair. I opted not to send it to them at that time because of the total lack of clarity about the repair process and how long it would take. Now the external video failed and since they refuse to honer the on site service contract, I had no option but to send the machine to them as it was useless. Technical support told me that the turnaround time would be 10 days to two weeks to replace the mother board and test the machine. I commented that the time frame was unacceptable especially since it should not take more than two hours to replace a motherboard and we purchased next day on-site service.

After a discussion, the technician told me it takes 3 days freight to the repair facility, 3 days to repair the machine, three days freight back to me and 1 day for miscellaneous items. I offered to pay for the freight to and from via overnight Fedex to shorten the time by four days and this was agreed to. I sent the machine in on Monday Jan 26, 2009. It was in Tennessee on Tuesday, Jan 27 2009.

I called to check the status of the repair on Thursday, Jan 29 2009 and was told that it would be another two to three weeks for the repair because the machine had to be sent out for extended testing due to the extended list of problems (another lie). When asked what extended testing she was referring to she did not know and gave me no answer (dead phone line). I requested that the machine be returned to me as is and they refused. They have the machine for 15 days and will not give me a date when the repair will be finished. Their technical support staff are arrogant and rude. They will not allow a customer to speak to a supervisor and will not give out corporate headquarters phone number. They will not refund the purchase price of the machine and will not upgrade the machine to a new model with me paying the difference. In other words I am out one 6,000.00 machine and it would appear that their is very little I can do about it.

Ordered M9750 laptop Nov 7, 2008. It was sent out for delivery Dec 3, 2008. Intended to get a well reviewed machine with some good processeing power and good display for business use (despite logo branded onto machine) Computer worked but USB slots were not able to power a basic USB hard disc that much cheaper laptops easily handle.

Customer service decided that the restocking fee would apply-after much stalling. Very disappointed with whole experience. Would never recommend Alienware to anyone because of high cost, poor customer relations and worst of all substandard product. Going back to Eurocom in Ottawa Canada to get a real business machine with real customer service.

I purchased two computers from Alienware, in October 2005. One, for each of my sons. The desktop ($7000) malfunctioned when it came out of the box. The sound card never worked. After 6 hours dismantling it, with tech support over the phone, Alienware finally allowed us to return it. Couple of weeks later it arrives, works for a month, then the motherboard goes....returned it again. And the story just goes on...it has NEVER worked properly. Alienware would not honor the money back guarantee, even though it came out of the box, dysfunctional (within 30 days).

The 3 year warranty has just expired, and it still doesn't work. Alienware had the computer, in for service, more than we had it functioning, at home. The laptop worked great for a few months, then the fan died. We returned it. It again malfunctioned, the warranty expired, after a year, Alienware refused extended warranty. Save yourself a whole lot of time, energy, effort and money. DO NOT PURCHASE AN ALIENWARE PRODUCT! The equipment is faulty, and the customer service is non-existent! LDF

Loss of roughly $11.000.00

In the fall of 2005 I spent $4200 for a cutting edge Alienware Laptop. Big mistake! Over 24 hours aggregate hours on the phone w/ tech support,a computer that has been out of service or in for repair for 1 of its 3 yrs of life, 2 new motherboards and a current problem that requires them to send me a USB Floppy Drive to reload windows (because the floppy drive I bought at my own expense (after the one they said they would send hadnt arrived after 7 days) they claim is the wrong type.

tech guys at two local computer stores think this is a [bad unit] because their miraculous re-spawn disc wont work! I could go on and on .just dont buy alienware products! You have been warned!

non working computer only got 2 out of 3 yrs of use from it countless lost hours going in circles w/ so-called tech support!

Eight months ago I purchased a Allienware Aurora PC with upgrades, The unit ran fine for the eight months but then the interface card went out, I contacted support and was told a new motherboard will be shipped and a tech will install it, I was happy about that. I then inquired about the extended warranty that is offered on any unit. I was then informed that my specific unit is not qualified for the extended warranty because of the problem with obtaining parts in case of replacement,

I inquired as to what parts are they refering to other than the obsolete 590i motherboard? No answer, just that it is thir policy that when a new model comes out yours is not qualified for a renewal. The manager of customer service was extremely rude and called me childish after I informed her that I would never purchase another Allienware product if this is the way they stand by their products, Never will I purchase their product again.

I am a 3d artist, who freelances, meaning that I go from company to company fulfilling contracts to meet their artistic needs. I currently work from home which most of the time limits my work options, since most companies want you to be on site, so the director can yell, I mean, talk to you. So after doing a job for someone, I have come up on some pretty decent money, and I have been looking at laptops, and, of course, I have arrived inevitably at alienware. I was drawn in by their sleek looks, and dynamic packaging , and like someone who buys Nike, I was more attracted by the name and brand then the actual product.(lets face it, a pair of black sweat pants usually will cost about $2.99, a pair of black nike sweat pants usually cost about $15.99)

Before I was going to make my purchase, which would have been a week after this posting, I decided to do some research, and I have stumbled upon blog after blog after blog, of both recent and old complaints about alienware, not just hardware complaints, but customer service complaints, and occasionally a software complaint. I thought since Dell bought out alienware, things would be different, better, and all the complaints before the buyout would dispear, oh how I was wrong. As a result of reading this blog, and other blogs like this, I will take my buisness elsewhere, and do some more reserch on other laptops. Los of sale, est.$3459.00 PS. I still use my mac pro for work, running windows XP and sometimes OSX, and I used to own a powerbook pro but I gave it to my brother when I got the mac pro. Mac Laptops might not be the most powerful on the market but they work, I had my powerbook pro halfway through college, about 2 and a half years running windows and OSX, and the only time it broke is when I stupidly dropped it. Macs are good, but if you, like me, need a laptop with some serious firepower, then you will have to shop for a pc. To all of those who posted complaints here, I am truly and sincerely sorry that you have suffered at the hands of a bad company, and I hope you can find closure in the fact that you have saved someone from befalling the same fate as many of you have. Thanks.

I bought their high end laptop $3500 plus accessories. It ran too hot and within one week of the one year warranty it stopped. The motherboard burnt out. I called Alienware but they didnt want nothing to do with it despite the fact they knew these re-labeled laptops were running too hot.

Would not answer my calls, emails or nothing. Absolute silence. I felt totally ripped off by a first class scammer!
$3500 laptop garbaged.

I bought my dream computer in March, an Alienware laptop. I had so many problems with the $4000.00 computer, and complained, and called tech support so many times they finally built me another one. Well this one is just as bad, plus the Antivirus software I paid hundreds of dollars on was not included with the new computer.

They gave me the run around for weeks then finally told me that it was my fault for not sending them the original software disk with the first computer. I never received it with the first computer, it was already installed on the laptop, therefore never realized I didn't have something I needed. Because of this they refused to refund my money, or send me a replacement disk.

I am out about 300 dollars because of this company. The quality of their computers had decreased so badly, it is no longer a superior gaming laptop.

I bought my mom a alienware area 51 m7700 laptop, I wanted her to have the best. What a joke.Alienware has the worst support I have ever dealt with this is by far the worst computer i have ever seen. It was junk when she recieved it,

I sent it back to alienware 3 times and they have fixed nothing. Im not sending it back again, just gonna take the loss. A $3600.00 loss. By the way, the problems are all usb ports dead, ethernet card dead, system crashes regulerly, been this way since we got it.

I read the complaints file, and despite spending the weekend exploring and determining that I am ready to purchase AT SIGNIFICANT COST the latest Alienware Laptop. In my discussions with an Alienware sales representative, I sensed a less than any interest in my questions or my potential purchase, so I rung off to do more research because he was less than helpful, though I made it apparent that I was about to purchase the product.

I AM NO LONGER INTERESTED, AS I DO NOT WISH TO EXPERIENCE WHAT OTHERS HAVE EXPERIENCED, FOR I AM FAR AWAY FROM FLORIDA, AND A SENIOR CITIZEN WITH LIMITED INCOME.

LOSS OF A SALE. Can't be successful in business that way!

I told your "representative" that I was very uncomfortable doing this, as I was not by any means a computer technician, nor did I have the proper equipment to ensure that I was grounded, so I didn't shock the computer with static electricity. Reluctantly, I did so anyway, and was told to send the hard drive back when I got my new one in the mail. For the next few days, I had to sit on the phone for countless hours, attempting to reinstall windows on only one of the hard drives. I had to repeat this process AGAIN when the new hard drive came. Had this been the only problem I ran into, I would not be writing this letter.

Other problems that have come about since then have been as follows: 1.) Constant crashes and loss of information (reported, unresolved) 2.) Countless hardware error messages (reported, unresolved) 3.) Problems with video card (reported, unresolved) 4.) Completely lost administrator account, along with 80+ gigs of IMPORTANT INFORMATION! (reported, unresolved) 5.) HORRIBLE CUSTOMER SERVICE AND TECH SUPPORT a. Never given straight answers b. When I had a problem with the wireless card, I was AGAIN instructed by your less than stellar support staff to COMPLETELY REMOVE THE KEYBOARD IN MY LAPTOP AND DIG INTO THE MOTHERBOARD! I again told them that I was not qualified to do this and that I did not have the proper equipment!

c. Today, I called to speak with someone about my disappointment with your company and spoke with a customer service rep named Mike. After some time, he finally agreed to transfer my call to his supervisor. He told me "please hold two minutes". I proceeded to hold for 10 minutes. The "supervisor" then got on the line. This supervisor's name is Eddy Ramos, agent ID# 00377,Customer Service Supervisor. I explained to him that my computer was a LEMON and demanded a refund or replacement. He told me that this was not an option. I demanded to speak with his superior and was told, and I QUOTE: "You are higher position you can reach customer service dept."

To my knowledge, this means absolutely nothing in the English language. I asked him to transfer my call to Alienware's ombudsman, and he refused. I continued to demand to speak with the ombudsman, and was continuously denied. Eventually, your customer support "supervisor" informed me that he did not even know what an ombudsman was, and refused to transfer my call to someone who might be able to assist me further.

In closing, I am again DEMANDING A REFUND OR REPLACEMENT! It is my FULL INTENT to forward this letter to the BETTER BUSINESS BUREAU, THE FEDERAL TRADE COMMISSION, MIAMI DADE LOCAL BUSINESS AUTHORITIES, as well as LOCAL AND NATIONAL NEWSPAPERS AND MAGAZINES. ALSO, I WILL BE POSTING A BLOG. THIS IS NOT A THREAT, RATHER A DEMAND FOR TRUE CUSTOMER SERVICE, AND AN ATTEMPT TO SWAY OTHERS FROM MAKING THE SAME MISTAKE I DID...THAT IS, DOING BUSINESS WITH ALIENWARE. My $2400 computer has proven to be nothing but a very expensive paper weight. Lost time, productivity, and many headaches.

This computer was the worst purchase I have ever made, I wanted an Alienware laptop for several years after seeing them on display when Best Buy used to sale them. I started DJing my sophomore year of college and needed a computer that was powerful enough to run the software that my mixer uses. I took out a 3000 dollar loan to by what I thought would be a very nice laptop. I read reviews about alienware which were mostly negative and but figured like anything else, the people that have bad experiences are the ones that write reviews so I chose to ignore the reviews.

I ordered my Mj12 7700i loaded with a 3.2 gig Pentium 4 processor with HT technology, 3 gig of RAM, and dual 80 gig processors in raid 0 format. (at the time this was very impressive) the computer ran great for about 8 months. When I hooked any type of audio device up to my laptop I heard a lot of background noise. Alienware said I could send it back to them and they could fix it, but I decided to just clean it up by adjusting my mixer. After the first 8 months I started having problems with my laptop cutting off after about 5 minutes. I worked with Aleinware trying to reinstall different things and get it working. It was eventually determined that I needed to send the computer back to alienware and pay 500 dollars to have it fixed. After receiving it back 2 months later I tried to use the Laptop and it did not work, I was told the motherboard had to be replaced.

To make a long story short after sending the computer back and forth with alienware 4 more times I finally complained to the BBB and was contacted and told I could send the laptop to their VIP repairs at my own expense since I originally sent the laptop to them over a month ago, after pointing out that I have also sent it back 4 other times I was told I could send it to them and they would repair it for free. I sent the computer to them and got it back.

It worked great! For 1 month, then the same thing happened. I opened the computer up and got a first hand look at their repairs, the original motherboard was still in there and wires had been taped to the motherboard with Electrical tape. So I now have a 3500 dollar paperweight, that is out of date and I got a total of 8 months of use out of. I would never recommend anyone buy a computer from this company.

paid 3 grand for a computer that the dvd drive worked for a total of about 3 days in. recieved 2 direct replacements from alienware, and paid for one out of pocket from newegg, and none would work. even after all the documentation of this being an ongoing problem, they still refused to do anything other than offer to send me another optical drive, which obviously wasnt going to work. then once it went out of warranty, while this problem was still going on, they refused to help me unless i paid to have the warranty extended, which i thought was rediculous.

a few months later my motherboard went out. i bought one from a 3rd part and had it installed, and the optical drive still wouldnt work. and i had a lot of different ones to try at this point. and the dvd they provided me with would not reinstall windows, so i had to get windows vista put on it. and they were some of the worst customer service people i have ever dealt with in my life. oh, and i almost forgot to mention the CONSTANT heating issues. the thing would get so hot it would just shut off.

well, i had to pay extra for an external usb dvd drive in order to use ANYTHING that required a disc. had to pay for a new motherboard after 2 years of use, and then pay for windows vista because the cd they provided me with would not work.

paid 3 grand for a computer that the dvd drive worked for a total of about 3 days in. recieved 2 direct replacements from alienware, and paid for one out of pocket from newegg, and none would work. even after all the documentation of this being an ongoing problem, they still refused to do anything other than offer to send me another optical drive, which obviously wasnt going to work. then once it went out of warranty, while this problem was still going on, they refused to help me unless i paid to have the warranty extended, which i thought was rediculous.

a few months later my motherboard went out. i bought one from a 3rd part and had it installed, and the optical drive still wouldnt work. and i had a lot of different ones to try at this point. and the dvd they provided me with would not reinstall windows, so i had to get windows vista put on it. and they were some of the worst customer service people i have ever dealt with in my life. oh, and i almost forgot to mention the CONSTANT heating issues. the thing would get so hot it would just shut off.

well, i had to pay extra for an external usb dvd drive in order to use ANYTHING that required a disc. had to pay for a new motherboard after 2 years of use, and then pay for windows vista because the cd they provided me with would not work.

Paid about 11K for an ALX system a little over 3 years ago. Many problems. XEON 3.6 processor. Sold me 4 MB Memory for a 32 bit XP Pro. Waste of 2 MB. Nvidia Sentinal warnings constantly. Pair of 6800 Ultras in SLI. First tech wanted me to disable everything in start up. I explained it was a hardware problem, not software. Hung up. Called back again, they finally agreed to send out another power supply for on site service. Took over 3 weeks for the power supply to arrive.

I refused it as I had already taken care of the problem. Liquid cooling, had to add more coolant approx every 3 months. Bad overheating problem. Speakers failed, no warranty even though I paid for a 3 year service contract. They stated the warranty was for the computer only. When the system froze up (happened quite often)the system refused to boot after powering down. Also happened constantly. I have a Dell 30 diplay that I love. Other than that, Ill never buy another Alienware or Dell product again.

I spent 10K on an alx and that was three years ago and it never worked to this day. The warrantee is expired. I just got it back again and it failed to power up after spending another six hundred dollars to fix it!! They have replaced the mother board twice and the power three times and the Processors and the memory etc. The computer functions long enough to let me load some software then within a couple of days it ***** out so I keep having to reload everything. On top of this the last time I sent it in for a POWER problem they wiped my hard drive clean and they knew at the executive level that everything I had was still on the Four hard drives! Yes they were told that because with the power problem I was not able to get anything off the computer.

They were supposed to only fix the power but some how this incompitant company not only erased my hard drives it also re striped them! What that means is when I got my computer back not only did it still not work but I lost everything! it then spent the next four months at a data recovery shop costing thousands of dollars to recover our data that was essential to both my wife's living as a skin therapist and photographer and too myself as a screen writer and builder. U we were not able to get it back. I begged for help! They sent me two coupons to Amazon.com to purchase soft ware that they said would recover my data. The best Co. in Los Angeles who extract data for the government took a team of experts who work for the CIA and all they could get out is bits without any information.

They send my information to the wrong adress no matter how many times I call and tell them the right info. This last time they charged my credit card 350.00 and they did not even have my computer! I found it on my bill. They finally picked my computer up weeks later and I got an E-mail a few weeks after that saying that they were sending the computer back to me the way it is because I canceled the work that needed to be done! So I sent them five E-mails and calling to Costa Rica to get any one to help me and they said it was a computer glitch. That I can believe!

They sent the computer to the wrong address. Some one signed for it and it's gone. I have not heard a word form them after calling them repeatedly. I'm going to sue. Yes I do have all this well documented! Dishonest, lying, depressing, ruiner's of lives and dreams, and all I can do is write this so that you will not do what I have done

Loss of employment for both my wife and I. Loss of all of ten years of photography. Loss of all of my screen plays and stories. I'm a writer! Loss of countless hours of calling and E-mailing. Near loss of my marriage. Loss of data including every known business and client address and phone numbers. Loss of all data down loads you name it. I have had to buy another computer just to survive and save my marriage. I bought a Mac, and yes it works great!

I purchased two Alienware computers for my sons. One cost roughly 7500.00USD., the other abou 4500.00. This was in October 2005. Within the 30days of money returned in full warranty, the desktop failed to operate correctly. When calling for warranty they (in Miami), refused to reclaim the merchandise. They insisted that we take it apart to search for the problem. (Does one buy a BMW, then dismantle the engine??). Crazy.

Took us 4days, only to determine, we needed to send it back. We returned it. The problem lay in the motherboard. It was returned to us, but now the sound card was not working, again, they suggested we take it aprt, rather than do that we just kept using it, without sound. We then moved it to one of our homes in Europe. It stopped working properly again. This is now in 2006.

We shipped it to the U.K. for repair. They repaired it, and sent it back. It worked for a few weeks. Then it broke down again. Again they insisted we dismantle the whole thing. It now lays in pieces on my sons bedroom floor. Alienware no longer responds to our emails in regards to repair...Sebastien of the U.K. office, never got back to us, Miami just laughed at our concrens, and has a Oh well, too bad attitude, as the computer is in Europe. The warranty expires in October 2008, gues they are just refusing to assist whilst awaiting the warranty expiration. The other Alienware, the laptop, stopped working when the warranty ran out...Oh well...again! just threw 4500. out the window there. Basically have given up hope with these products. Pity. My sons were very saddened and disappointed.

Lost roughly 12,000.00 on Alienware, after purchasing two computers, neither of which were fully functional.

I bought a Laptop pc from this company for business use. It was going to run a network for my machinery. I bought this brand because of its advertised superior performance and quality. I needed the reliability because it cost thousands when our network is down. Well after about three weeks the motherboard went bad. I sent the laptop back to the company and they replaced the motherboard per the warranty.

Now 8 months later another motherboard failed. I called the company and they said its not under warranty and it will cost $600.00 to fix. I have read numerous feedbacks on problems with the Alienware Laptop motherboards not being reliable and failing. The first incident happened before it was even 30 days old. I feel they should at least replace this laptop with something that will work or refund my money. This unit cast me about $4,500.00. That's not counting the down time on my network for my machines would be thousands of dollars. At this point I would be happy to cut my loss and get my money back less the restocking fee. I told the tech support guy, it looks like I have a $4,500.00 door stop. He answered back, Yup, pretty much sir. That's what I call bad service. I am so tired of buying products that are supposed to be superior quality, (In which I paid for) and the product turns out to be JUNK!

Thousands of dollars lost in the network being down. This laptop is used for business.

I purchased an Alienware laptop in 08/07 for $1628. I have now been officially getting the run around from customer service. Here is my problem. About 4 months after I purchased the computer it started to randomly shut down of its own accord. The battery level made no difference. Unfortunately, I was deployed at the time and had no real way to get in touch with the company, so I let it go until I returned from deployment. I sent an e-mail request for assistance. The response had me changing code in the BIOS which I was uncomfortable with doing. Shortly after the request for help on this matter the computer stopped working entirely. I was told by the technical support representative the computer was out of warranty, and I would have to send it back to be repaired at my own expense. Normally I would understand this and not have much of a problem with it. Sometimes things just happen.

After a little research, however, I discovered that since around the time I purchased my machine other people have been having the same problems--mostly caused by the laptop running too hot and damaging the motherboard or other elements. I feel that if this has been an on-going issue that the company is aware of, a recall should have been issued to fix the problem, or at the very least the manufacturing should have been examined and altered. Quite frankly, it boggles my mind that a mass produced Compaq laptop that I purchased almost ten years ago for half as much as I paid for the Alienware system, has never given me a single hardware issue, while the supposedly high-quality, high performance machine I purchased 16 months ago is now good for nothing more than a doorstop. According to customer service rep I spoke with, I should be perfectly content with that because I can hardly expect a custom built high-performance machine to last as long as a mass-produced factory model. Apparently one tenth as long for double the price should be good enough for me.

I ordered a new Area 51 7500 desktop computer and from day one it would randomly freeze up. For the past 40 days I have been on their technical support line for following their recommendations, spending maybe 7-10 hours running diagnostics, removing and installing my memory. I ran so many tests that the technical support person said that he could not offer me any more technical support over the phone and I would have to send the computer in.

Finally I get fed up with the situation, so I called to return it. They told me it had been over 30 days since I bought it and that I can not return it for a refund. It wasn't my fault that their tech support couldn't figure out the issue within 30 days and that I had every right to return the defective computer.

These guys refused to take back the computer.

My son purchased an Alienware Area 51-M laptop in March of 2005. The motherboard has been replaced 3 times, the last one lasted two months. The DVD drive broke within 1 week of delivery. The last motherboard was replaced just one month before the end of the warranty. We could not purchase another warranty and now are the proud owners of a $2640.00 doorstop. In total I have spent 3 entire 24 hour days of my life on the phone with support. I have been inside this piece of junk more times than I care to count. I have run an extra laptop next to this junky machine while trying to download fixes, and rewriting computer code.

Haven't had much problems, other than paying $5,000 for a piece of junk - loud as a race car, hot as a sauna, big as a monster truck, unstable as linux, computer.

Every port on this computer could be in a better spot (they are spaced out so I have cords running from my laptop out of every side, audio, ethernet, power, etc) , usb ports are upside down, my computer's resolution does not go as high as advertised, there is no camera on the monitor, just a spot where one should be. I haven't found a pair of speakers that plays out of the internal sound card's audio output jack properly, the audio play controls on the front never worked, even on the date I opened the box. The scroll pad on my touchpad never worked. And now it's overheating.

I bought an Aurora from them, with a bunch of accessories, for about $3000.00. They promised me free shipping and had a projected ship date within the next couple weeks. They didn't even start building my computer until after I'd called customer support four times, and it wasn't shipped until over a month after I'd ordered. Then I was charged for shipping, because the shipping is only free if you don't order accessories.

I went over the relevant details, my needs, and my reasons with him several times and every time he assured me that Alienware did, indeed, come with a genuine non-OEM Windows install CD. It does not. The only thing it came with is a CD that *without prompting*, *unless action is taken* will upon boot reformat your hard drive and install a clean version of Windows.

I purchased an Alienware laptop as a birthday gift for my son. First, it took nearly a month to deliver. There were immediate problems with the power supply. It never fully charged, nor held a charge very long. Within a week, the AC power adapter fell apart. I contacted Alienware and let them know. It took them three days to respond to my inquiry, and their response was a generic list of trouble-shooting tips. Two days later, they requested a photograph of the damaged power adapter. I took a photo with my cell phone and attached it to a message.

They then told me I would have to return the adapter and they would replace it. I sent it back to them. Three weeks later, they sent a replacement adapter, a generic AC adapter from a cheap-o Chinese company. The laptop worked for two days, then no longer held a charge.

I bought my Alienware Area51 M-7700 in November of 2005. It had its issues, but I took them in stride; tech support tried to help. I expect very little from any tech support service, expectation breeds disappointment. I prefer to be happily suprised when someone actually knows what they are doing.

So 4 nights ago I was playing Battlefield: 2, and thick back smoke began to pour out of the back of my alienware. Smoke alarms went off and I had to frantically dismount the fire alarm from the wall and promptly smack it outside on the road. Fire alarms out here send out masses of Civilian Firemen, Military Firemen, etc. It had to be silenced!

10 seconds later I walked back into my office and there was my alienware, silent; with the last of the smoke coming out of the back. You can view a photo of the damage at:

http://www.bouncethebox.com/itworkedfineyesterday.jpg

My warranty has already expired, so I took off the cover from the heatsink area from which the smoke originated. I was horrified to see the damage, a motherboard replacement is definately required. Going through Tech Support is out of the question, they obviously do not have any Quality Control measures in place. The last time I called about an issue, I was told my notebook warranty had expired. When I said to the technician So I guess I've got a $4,000 paperweight? he responded, Pretty much.

I've read countless postings about people packing their alienware for shipment, only to find that they did not meet the criteria and had their claim rejected. Even when following the instructions to the letter, it's amazing how Alienware seems to use that as their excuse when they cannot fix something or just want to elect not to. My concern is that if people are experiencing this when shipping from the states, how am I going to fair shipping from US Base in Iraq? There's just no way, I could see them now using that as an excuse.

No, I will attempt to fix it with a motherboard from an another alienware off of ebay; god knows there are plenty of them out there from unhappy customers looking to cut their losses.

I will never again purchase an Alienware, I've learned my lesson. going even further, I will not even purchase a Dell for that matter considering they now own Alienware. I've got another 4 or 5 thousand I can spend on a notebook, but it sure won't be an Alienware or a Dell.

My computer was shipped to me not working, customer service agreed to ship it back 2nd day. The label they gave me was for ground (something I did not realize until after the machine had been given to FedEx). One week later, they shipped the machine back to me and after all the promises and assurances to send it second day they shipped it Ground once again - another 5 days gone.

A month after my order, I still do not have a computer that works, and Alienware has broken their promises to me, twice - costing me real time and inconvenience. Jake agrees that I should be compensated, but won't say what or how until after I receive the computer and tell him it works. I remind him about our compensation (Jake had specifically mentioned extending my warranty - and I was ok with this) and Jake tells me he will have to call me back next week to let me know what they can do.

They are effectively extending my warranty 5 days. I told Jake that a 5-day warranty extension is really not going to cut it and Jake tells me that, that is the offer and if I do not take it right then, I get nothing. This is customer service?

Bought an Alienware Area-51 m7700 laptop with lots of memory, very fast processor, etc. Aside from the fact that a fully charged battery, which itself weighs more than a Sony Vaio, only holds an hour of charge if the computer is doing anything but sleeping, and it will burn your lap if you use it as a true laptop, the machine seemed to run well and had great graphics.

But then, all of a sudden, the battery stopped holding a charge. Made the mistake of buying a new battery. Then sent it to PCLaptopRepair back in January. They had the machine on their bench for four months. They tried swapping out every part of the motherboard to get the charging circuit to work well enough to charge the battery. As everyone knows, Alienware doesn't supply motherboards or motherboard parts to anyone who doesn't work for them, so replacing the entire motherboard wasn't an option.

This resulted not only in a loss for me (I'm out $2K) but also for the company that tried to repair it. They finally sent me back the computer at no charge (no pun intended) unfixed. They told me to buy a Mac.

I purchased an area 51 Pc and after a year and some months the Pc has had a number of serious errors. I called to get some tech support and was told my warranty expired. Therefore no help could be given to me with their product. I'm on my own and have tried multiple resource to fix my system. Apparently the graphics card I received has stopped working. Apparently they don't think it's their problem that their PC's don't last long after warranty.

I'm dissapointed because my brothers Alienware had a bad motherboard and doesn't work at all. I think they build lemons and promise state of the art machines. They guilty of false advertising for customer service and quality. Their machines are no reliable and there accountability is zero. A very dissapointing experience.

I purchased the Area 51m 7700 laptop in August of 2005. Laptop failed 3 months later. I sent it back to have the motherboard replaced; was covered by warranty. Another 5 months passed, and then failed again.

Unit was sent to Alienware again to have the motherboard replaced for the 2nd time (will have been the third motherboard in the computer). Was charged $160 for repairs (warranty had expired after first repair). Another 4 months passed, and computer failed again. Alienware recommend a local technician who told me repairs were impossible since the parts were specific and Alienware does not sell parts to technicians!

So I again sent the unit to Alienware and tell me that it is the motherboard that needed to be replaced (will have been the 4th motherboard in the machine IF I had proceeded with the repair). This time, they wanted me to pay $260 JUST so they could diagnose it and $345 for a new motherboard.

Despite the fact that the machine is a lemon, Alienware refuses to refund my money, or even repair the unit for free.

3,500 Dollars down the drain because I fell for their advertisement and great service when I was ordering the computer, just lack there of when I had problems.

Purchased an Alienware Area51-m7700 along with the premium 3 year onsite warranty (about $3500 total) in March of 2005. After many delays, the 14 day turnaround turned into a month and I finally received at the end of April. Towards the end of summer I started calling tech support about my screen occasionally fading in and out and flickering. After answering questions over the phone I was told to download new drivers and it would fix the problem. I tried that, but the problem still happened randomly, I decided I just had to live with it.

This year it started getting worse, instead of happening occassionally, it started happening every time I used the computer. I decided to try tech support again. More questions over the phone, more of me trying to self diagnose the laptop and still no physical support from Alienware (even though I had the premium warranty)and I this time I was told that my video card was overheating. They sent out some thermal paste that I was to apply and that would fix the problem. Unfortunately, that did not work either.

Now the computer has started shutting off on its own and is not recharging (this on top of the original issue) unless I wiggle the AC adaptor cord where it plugs into the laptop. Another call to tech support, more of me trying to diagnose the problem over the phone with tech support and now I am told that the AC adaptor is bad, and that will fix all the issues I have been reporting. I am also now told that the AC adaptor is only covered for 1 year and it is now out of warranty! I tried explaining that this is the same issue that I had been reporting for a year, that it was not my fault that they had not diagnosed it correctly. I get a flat NO and if I want my laptop to work, I have to buy a new power supply. All buyers need to BEWARE! I bought teh premium warranty wanting protection, and they seem to be doing all they can not to honor the warranty. I have sinc bought two desktop gaming systems from Digital Storm and have had great luck with these. Too bad they do not make laptops as well! I will never buy another thing from Alienware or Dell if this is their level of customer service.

Bought system in May 06, many problems and replacment of motherboard, system still won't see memory as advertised. Alienware strung along so long with repairs and shipment of goods they failed to deliver that they no longer will honor a refund. The system still does not work properly.

$5500.00 wasted, 50+ hours of my time troubleshooting, wasted productivity, rebuilt system needlessly 3 times, cannot buy another system because I don't have the cash (all tied up in this LEMON.)

Alienware sent me a S6K paper weight. The new system arrived to me defective--I had to send the system back two times within the first sixty-days. The matter simply exaccerbated to the point where everyone I dealt with on the phone chose to be duplicitous with me. Got stuck with a over $6K black paper weight.

Sentia Laptops shipping with a battery they know to be defective. When i called in to try to resolve this i was informed that the Alienware Laptops have a 90 day warranty only and even thought they knew the batteries to be defective they have no responsibility to notify the users of these laptops that the batteries are defective

within less than 120 days this laptop has zero battery life. Even when brand new battery life was never what they claim it to be and from day one it just went downhill. While the battery was totally dead before the warranty expired i did not contact them before the 90 days was up. I find it insane that what they pitch as the best laptop money can by has the worlds shortest warranty. Nice to know they have that much faith in their hardware.

I purchased an Alienware computer in Dec. 2005. In Feb. 06 the power supply failed and they send me a new one. The new power supply burned up my motherboard. I asked to have the system replaced and was advised they could not replace the system. I sent it back to be repaired.

35 days after the power supply failed I received my computer back. On 06/06/06 my motherboard burned up again. I requested the system be replaced or return. I was advised I could not return the system. They would send me a new motherboard. The new mother board was replaced and the system would not load Windows. This is because the motherbaord that Alienware sent was not the same as my old one.

I again contacted Alienware and requested this time just to return the system and get a refund. I was advised that was not possible. I was told to return the computer to them for repair again, so it is on route to their repair center. I have had the system since 12/12/05 and I have been 65 days without a working computer.

This is an update to a post I made here a few months ago. It has now been well over 6 months since I paid for my Alienware computer, and I have still not received a working laptop. They finally agreed to completely replace my system after the 2nd time sending it back and nothing being done to it. (even though I was assured all tests would be done, and my overheating would be specifically tested for) However, I had to send mine back and wait three weeks until they could dissamble and inventory the parts. I ordered a new one, and when it came time to build it, the screen was out of stock indefinitely (even though the website said it was in stock when I ordered) It has been two more weeks, and it is still out of stock indefinitely.

Ordered online, and they would only accept my home address. So I asked them once ordered to ship to my business; they refused but said I could pick up. Did that, and found that one of the two displays did not have any power supply, digital video cables, anything that ships with that display. Additionally, once I booted up I realized that they installed the operating system on the wrong pair of drives (supposed to be Windows XP on one fast drive, and the two raid drives as work drives.)

This took all day to fix, and tech support was clueless from the very beginning because they couldn't even get to the bios. The driver CD did not include any of the drivers that were intended for the system I paid for, so I spun a long time trying to break the raid, get the wrong drivers loaded, etc. and then downloaded the proper drivers off the web. I called the customer service and support, emailed them, etc. MANY MANY MANY times. They never acknowledged they made a mistake, that my day long reconfiguration effort was NOT something I should have to do.

They eventually said they'd send me what was missing, but it has been three weeks now and I'm staring at a blank monitor. Today I recieved a power cord (for a pc, not the monitor ) which is useless. Also, 10 days ago the keyboard spacebar has started failing, so now it won't space while typing. So, again I have another component to return but they wanted a credit card deposit before they'd ship the replacement. HORRIBLE SERVICE, SLIP-SHOD QA, claims to have 200+ inspection process by qualified technicians. If anybody knows anyone who has influence there I'd appreciate the information since it seems the indians have no chiefs that can do anything.

Paid $5000 for a system that I had to put $1100 worth of technical effort into configuring, and I still don't have what I paid for.

I received the laptop on 4/19/06, upon attempting to start it for the first time 10 mins after opening the box, the laptop wouldn't load Windows. I called Alienware tech support immediately and asked them to exchange the system for a working one. They refused. After 90 minutes on the phone, I finally got to Alex, the Customer Service manager. He spent an additional 60 minutes telling me that to fix it I need to pay shipping to send the unit back to them. I told him I refused to pay $145 shipping plus an additional 15% restocking fee for a system that did not work from the start.

Another 30 minutes later, he finally agreed to waive the restocking fee but I had to wait 48 hours for a call from Alex, the president of the company in order to get an Return Authorization (RA) Number. I waited the 48 hours and never got the call. On 5/1/06, I contacted Alienware again and was told Alex was at lunch for another 10 minutes. After waiting on hold for 20 minutes, I was again told he was at lunch for an additional 10 minutes and was transfered to Rodney, another Customer Service Manager. I was told after a 60 minute conversation that he needed to confirm the restocking fee waiver with Alex and that he'd have Alex call be the next morning.

On 5/2/06, I called Alienware again stating Alex never called me as promised. I was told he was out sick. I asked to speak to Rodney & was told he was at lunch for another 10 minutes. I got transfered to Bernie. 63 minutes later, I was told there was no proof Alex even talked to me on 4/19, since he didn't make notes in their computer. He refused to waiver the restocking fee and refused to send me an RA number. I still have a laptop I paid $3600 for that doesn't work and can't return even though there's a 30-day money-back guarantee. Desired Settlement: Refund Settlement Explanation: At this point, I no longer want a replacement. I want a full refund, so I don't have to deal with such crummy customer service again.

In December I purchased an Alienware Area 51-m notebook and recieved it on January 7th, 2006. After only 3 weeks of having this computer the motherboard fried and would no longer work.

I called the tech support and they instructed me to send it to Aienware repair facility in Memphis Tenessee. I did and they recieved it on Feb 13th. I was told by a rep that it would take aproximately 2-3 days to diagnose, repair and inspect for quality control, then it would be shipped to me.

It is now April 1st, and Alienware has given me the run around everytime I call. It's a different answer everytime, even if I call in the same day. I finally demanded to speak to a supervisor and 20 minutes later one picked up. He said there was no ETA as to when the motherboards would arrive at the facility and there was no compensation for delays. I paid over $1700 for this machine and got 3 weeks of use from it, yet there is no compensation?

I was outraged and wanted to return the computer. The supervisor said I could not do so. I asked to have it shipped back to me unrepaired and he said they would not do so. I asked him what would Alienware do if months went by and it was not repaired, and he stated that Alienware is not responsible for delays in repairs.

I'm without my computer and have been for nearly two months with no end in sight.

This is my second complaint. Alienware suposedly "fixed" my PC for a second time. Nope. Same problem. I am done. I want my money back. They will not give me my money back because they said my 30 day trial period is up. How can it be up when I have not had A PC that has worked since day 1 out of the box? Also....How can I return it if they say they are fixing it?

Also, Even if I did return it, They would charge me a 15% RESTOCKING FEE? 15 % OF 3000 IS 450! tHIS COMPANY is part of the BBB? How does this happen with thi kind of business practices? I want my 3000 dollars back. That is what I want!

I purchased a laptop on November 2nd through financing on the website. It wouldn't be shipped until the 19th of December because it's a new model. Soon after, I found out that people who ordered after me would receive the same computer a month earlier. I was told by Alienware that I could cancel and re-order if I wanted, but it was too late by then, and I wouldn't receive it until after Jan 1st. When it was the day it was to ship, I got an email saying the hard drive I wanted was out of stock, so it would be an indefinite amount of time before my order was fulfilled. I called and upgraded so it would go out.

Finally, I got the computer on the 31st of December. On the 21st of January, the video card went out. I called, they sent a fedex label, and I sent the laptop back to be repaired. Three weeks later (and no reply to any emails), I called, and they kept saying it was done, and would be sent to me any moment now. Finally, after 5 weeks, I called and asked to speak to a supervisor. I talked to Victor Ruiz, who promised me that my laptop would be sent no later than Thursday (it was Monday then), and he would personally call me tomorrow and give me an update. He did not call, and I got no tracking email.

I called on Friday, and he was on vacation that day. I spoke to Peter, who said I would have to call back when Victor came back, since Victor was his boss (no attempt to help the customer even though the supervisor had obviously lied to me) Peter promised he would call back, and he finally did later that day. He told me that the screen was on backorder, and they hadn't even looked at the video card. Now, it has been 6 weeks, and they haven't even looked at my computer, and have not done any repairs to it.

When I enquired about getting my money back, they said "we already have our money from the finance company, so we are under no obligation to give you anything". I call every day and ask for Victor, and they say he is in a meeting. They promise to have him call me as soon as he gets out, but he never calls.

I have had nothing but problems with this company and its product since I first opened up the box. Finally, after MANY MANY hours of TECH supoort with at least 27 DIFFERENT TECHS over a span of 3 TO 5 days, Alieware said to send it back to them. I did..in the ORIGINAL packaging. Upon arrival on JAN 12 at their factory..I then waited OVER 2 WEEKS to have them call me..and tell me the package was damaged upon reciept from them and that to FIX the case.. I had to pay them 186.00 to repair it. I was infuriated that they WAITED 2 WEEKS to tell me of this.

I packed that PC with all of the ORIGINAL packaging. There is NO WAY it was IMPROPERLY packaged as they suggest. I want my PC back In working order and repaired! Jay Miranda STILL has not given me a SATIFACTORY answer as to WHY he waited over 2 weeks to tell me of this damage. The customer service rep named DIANA even said it was very unusual for them to wait so long to tell me of this shipping damage. She followed it up by a phone call to tell me that everything would be taken cared of. I waited a week. Alienware called again....Jay Miranda and said I still owed them the money to have it fixed. I never did recieve another call from DIANA from Customer service.

I feel that I have suffered enough with this company. I have done EVERYTHING they have asked me to do...andnow I am done. I really need some help here as I am just a lowly customer against a company that has the US government as its biggest client. I spent more money on this PC than I ever have in my life...and since day one it has not worked right...or...at all for that matter. I am still making the payments on a PC I do not even have.

In Feb 2005 we bought a low-end Alienware desktop for $1300, paid in full. Got the computer in March 2005 & within 2 weeks began to have problems. It was blue-screening (wouldn't even make it to the Windows welcome screen). For approx 2 weeks on/off the phone with Tech Support, they had us perform numerous technical manuevers to locate the problem (unplug/replug hard drive, check BIOS settings, remove/reinstall memory card). We had to open the computer OURSELVES as on-site tech support was not available, according to Alienware. After 2 wks they finally said we had to ship it back to them for repair.

I tell them we want a refund & they agree - minus a 15% restocking fee. BUT...if we send the computer back, they fix it, send it back & if we have further problems w/the computer, we get every penny we paid for it back. I agree & they email us a pre-paid shipping label. We send it back & days after they receive it they call us to say the outer case was broken & we had to pay $150 for a new one, not to mention that the original problem w/blue screening was a defective hard drive. I spoke w/ a manager & let him know how upsetting it was for me to know that we sent them a properly packaged, DEFECTIVE computer for repair & AFTER they fix the problem they decide to let us know the case is broken.

We practically begged for the case to be fixed at no charge, which we got. When we get the computer back, my husband opens the case to check everything out, only to find the CPU fan sitting on the floor of the tower instead of in it's slot. We call Alienware back & they said they would send us some Thermagel & an on-site tech to install it (suddenly they have on-site tech support!). The tech comes out, puts the Thermagel on & the fan in & off he goes. It is May by then, the computer seems to be running fine.

In July the computer goes out again! After more calls to Tech Support it is concluded that the CPU fan is no good & is causing the computer to over-heat & shut off. They send me a new fan & another on-site tech. Tech puts in the new fan & more Thermagel. It is September 2005 by this time. Fast forward to just 2 wks ago - computer suddenly does NOT turn on. More calls to Tech Support. After taking the cover off again, I'm practically a pro & consider taking computer tech classes & make serious money. More technical manuevers.

Alienware concludes it is a bad memory card & we have to ship the computer back to them for repair. I FLIPPED OUT! I brought up the fact that the computer was practically useless for the entire time we owned it (10 mths now) & the previous phone agreement of a full refund due to continued problems. I was told we could still get a refund - minus the 15% restocking fee. I FLIPPED OUT AGAIN! I placed a call to the president & some yahoo calls me back a week later to try to resolve the issue w/customer service. My next step will be sending emails/letters to the president & so the pressure will continue until we, the consumers, are fully satisfied. Good thing we didn't buy one of their higher-end computers/laptops....

My computer required a new hard drive. I called tech support and they had my old address and I was required to call customer support to change my address. On calling, they asked for my Customer ID, phone number, addess, last four digits of my SSN, and email address. More than enough identifying information. Then, I was asked for for validayion information. I was asked three questions of places I lived prior. I asked where this information came from and they said public records. I failed!

I explained that my name is pretty common and that with all the information I provided, changing my address should not be so cumbersome! Changing my address through my credit card is not so difficult! She told me I needed to provide her with my full SSN or my bank information to complete the validation process as a second option. I said NO! That information is CONFIDENTIAL and all I needed was an address change. I find it scary that they are validating me through public records and that the process is this cumbersome. Prior to this, Alienware has been cumbersome to deal with in getting the hard drive ordered and dealing with tech support to find out what the problem is. I plan on selling the machine and washing myself from this company. Horrible customer service and horrible product.