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Alienware - Tech Support

Lynne of Bushnell FL (03/04/09)
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!

Rita of Carbonear, NL February 22, 2009

Rita of Carbonear NL (02/22/09)
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.

Michael of Lawrence, KS February 22, 2009

Michael of Lawrence KS (02/22/09)
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.

Paul of Collinsville, IL February 19, 2009

Paul of Collinsville IL (02/19/09)
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

Larry of Sparta, NJ February 11, 2009

Larry of Sparta NJ (02/11/09)
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.

David of Winnipeg, MB January 27, 2009

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