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Alienware - Tech Support

Gary of Sumter SC (04/17/09)
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!!!!!

Gary of Sumter, SC April 9, 2009

Gary of Sumter SC (04/09/09)
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

Mahdi of Stamford, CT March 30, 2009

Mahdi of Stamford CT (03/30/09)
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.

John of N. Charleston, SC March 16, 2009

John of N. Charleston SC (03/16/09)
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.

Joseph of Sacramento, CA March 9, 2009

Joseph of Sacramento CA (03/09/09)
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.

Lynne of Bushnell, FL March 4, 2009

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