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Alienware

Alienware

 2.5/5 (371 ratings)
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Page 1 Reviews 0 - 10
Rated with 1 star
Verified Reviewer
Original review: June 9, 2021

My dad, my friend and myself purchased several Alienware Laptops at or close to the same time. I did the research on which laptops were best and based my decision purely on specs... biggest. Mistake. Ever. Anyway so we ordered 3 of the Alienware Area 51M's (with 2080's) to use for work and some occasional gaming (we work on 3D graphics so this GPU makes sense).

For a time... it was good. But right after the warranty ends, literally ALL of our graphics cards go bad within months of each other!!! First the screen starts to glitch with green or purple or red lines (seems to be random) when we do GPU-intensive tasks... then, soon after the glitching, the computer will crash. I assumed it was the graphics card going bad from the signs but I spent hours and days and weeks of troubleshooting, testing and researching anyway. I mean I tried everything imaginable (besides replacing the GPU) to fix this...

Finally, I reached out to Dell tech support (Dell owns Alienware) to tell them that my GPU has gone bad... First of all, they literally don't have anyone in their technical (or other) support that speaks English natively so you can barely understand them and they can barely understand you.... so conversations go at a snail's pace - because you have to repeat everything 4 times and so do they. And no, I don't have an accent or anything, I speak perfect English and enunciate my words flawlessly.

Second: Dell tech support is THE most incompetent people I have ever encountered in my entire life. It's literally like every call you have with them - it's their first time discovering that they sell computers or what a computer even is. I literally had to explain what an SSD was to one of them!! He literally didn't know that an SSD was a hard drive. Embarrassingly stupid. And it wasn't just this one rep either. They were all completely incompetent. I might as well have asked my grandmother to fix my computer.

Anyway so I explained that my GPU is bad and provide evidence... but of course they have to follow a script and ask if I tried turning it off and on again, then they take me through a dozen more steps, then they say we need to set up a time for them to call and remote in... but of course when that time comes around, they don't call or remote in. So you have to call them back, explain everything that you explained to the first guy, go through all the troubleshooting steps AGAIN no matter how many times you tell them you already went through all of this, only to get back to "ok sir so let I set up call for remoting to in on the computer ok?"... to once again have them not call or remote in at that designated time. This goes on for weeks until finally you can get them to remote in WHILE you're on the call with them (instead of setting up a time because they will literally never call you back or remote in).

Once they remote in... this is when you find out how truly incompetent/computer-illiterate they truly are. I mean they're typing registry editor paths into Internet Explorer, then Windows Explorer, etc. before going to a manager to ask how to open the registry editor - all while I'm literally telling them how to do it dozens of times - but they literally act like you don't even exist and won't listen to a single word you say. In addition to that, they're opening stuff like Python thinking it's Windows settings (because it has a gear icon), uninstalling my keyboard (???), and doing countless other idiotic moves (I literally lost count). Once they've gone through their little list, they say "ok sir we call you back to the remote in machine at later, ok?"...

I begged them to actually call me back this time at the designated time but once again... of course they don't. So it's back to the beginning... calling Dell tech support, they keep literally no records of anything they've done on my machine so it's back through the troubleshooting steps, then back through all the same ** in a remote session, then back to them saying "DERRR IDK WHAT'S WRONG? LET US CALL YOU BACK?"... This goes on for literally months... and literally (and when I say literally, I'm not joking or exaggerating... I mean LITERALLY) close to 80 hours of phone calls... that's an entire 2 weeks of workdays... just on phone calls with Dell tech support.

But wait there's more... that's just the beginning of this absolute **-show... They finally get me to send the laptop in for them to take a look at it... and I believe they didn't look at it at all because they got back to me with "needs new hard drive"... and they send this message with absolutely no way to respond to it. So you have to call in and be on the phone for about 3 hours for them to locate your order, figure out what's going on with it and then tell you "oh I see, it needs a new hard drive"... yeah that's literally what I'm saying is not the case because I already tried 3 other hard drives when I had it. They respond with "no our tech guys don't get it wrong". After about another month, they finally agree to ACTUALLY test it and discover that it is, in fact, NOT the hard drive (no **)....

They then tell me it's the motherboard... I really believe it's the GPU but I know there's a very small possibility that it could be the motherboard so I agree to pay to have them replace it... they replace it, and without even turning the computer on after replacing the motherboard... they ship it back to me... Of course I soon as I turn it on - there are the screen glitches and crashes... it's exactly the same. Furthermore, they only install used/"refurbished" parts into laptops they repair and the motherboard they installed doesn't have a working ethernet port... so I send it back... and they replace the wifi card... I spend about another month fighting with them over this - telling them that it's the motherboard and not the Wifi card... but I finally give up... they send it back... and OF COURSE - still screen glitches (which they told me they fixed) and still no ethernet...

Another month of phone calls back and forth and what do you know... they finally agree to change the motherboard AND graphics card but they'll actually send somebody to my house this time... guy gets here... replaces the motherboard... and literally rips the GPU out so hard that he breaks the corner of the GPU off... FML. Another several weeks of waiting and they send another guy in. This last guy actually knew what he was doing and agreed that Dell's off-site tech support are the most computer-illiterate people he has ever spoken with... glad I'm not the only one that thought that.

In the end, we FINALLY got my laptop fixed but let me tell you... I have never had a more frustrating or stressful experience in my entire 35 years of life. This was literally one of the worst experiences I've ever had... and let me tell you... I've been through some **. I was falsely arrested and went through years of trials to clear my name and this was seriously worse than that.

... But that's not all. I had also ordered an Alienware X17... They canceled it with no explanation. After 3 hours and 17 minutes of them bouncing me from department to department - and again, them not being able to understand anything I'm saying and me not being able to understand anything they're saying... they finally told me that it was because they didn't have the version of the laptop I wanted in stock. They literally got it in stock the next day... what the actual **. So I have to place ANOTHER order for it - but the refund from the original takes 2-4 weeks to get... I can take the hit so I'm like, "whatever, I'll just buy another one while I wait for this refund"...

On the second purchase, I forgot to select 2 drives in Raid 0... so I reach out to customer service... another hour of them bouncing me around from department to department - finally I get to the "change order department"... only to find out that you literally can't change any orders once they've been placed... Why have a Change-Order Department when you literally can't change any orders??!! The only option I have is to cancel my order, wait 2-4 weeks for a refund and re-place the order... all just to change one. Simple. Thing... At this point, I kindly raise my middle finger to them and tell them to forget it and just cancel my order.

This is... the worst company/customer support/tech support I have ever experienced... And btw I have been working on/with and building computers since I was about 11 years old... I've dealt with a loooot of tech support. Take my advice: Save yourself some absolute torture by not purchasing anything from this company. Once I got my stuff fixed I sold it immediately. Right now my dad and friend are going through literally the exact same thing with Dell and they're losing their minds. It's insane... and I left a lot of annoying stuff out too. This was torture. I'll eat glass before I buy another Dell/Alienware product again and I will make sure that nobody I know orders from them.

9 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Dec. 14, 2020

Owning an Alienware 15 R4. During my one year of experience with this Alienware purchase, there could be one word to describe. Torment. Let's start by discussing what is wrong with the device itself. The ergonomic of the laptop is so poorly designed that hours of gaming with it can leave you bloody taints on your arm, when your left hand is doing the wasd control. I had to cushion my laptop just to prevent the laptop from cutting me open. This is ridiculous.

Alienware command center software not compatible with windows update. Soon it becomes impossible to update the AWCC (said software) which controls the lights and thermal profiles and more. If you want to spend countless hours following online tutorial fixing something that should be done by the developer, this is your laptop.

RGB lights are down. This is a hardware issue but the customer support from Alienware will refuse to cash out their warranty by keep asking you to do more testing, and force a reinstallation of windows on your PC that will destroy all your data. If you don't do it, then they will not continue to help. All in all, they don't accept you to send your PC to factory for repair. If you like spend tens of hours fixing your own laptop so that it would do what it should, buy this.

The gaming performance with gtx1060 is very poor. Either this GPU on laptop is a shrinked version of the complete gtx1060 or it is simply defective. I play warzone. On the lowest setting, you can run 60 fps. But during gunfight, it WILL drop to 40. How does Alienware treats customer? For one year all my emails to them went ignored. But calling them will work. Do not email them. Their customer support is friendly but is a waste of time because their company only allows them to help user to fix the problem. When they won't fix my problem, they asked me, do you want to buy more warranty. I didn't want to. So they dropped my case. And it was the end of that.

6 people found this review helpful

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    Rated with 1 star
    Verified Reviewer
    Original review: Aug. 31, 2020

    Call your credit card company... Dispute the charges... Alienware is the worst Company ever, and the CC companies know it. My credit card company said you could only dispute 6 months back...when I told them it was Alienware they said no problem disputing 8 months back. Alienware is the worst.

    11 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: July 24, 2020

    I ordered this in late February. Understanding Covid might be an issue, I expected to wait a little longer. They said it would ship in 4 weeks. 4 weeks came and went. 4 more weeks came and went. Finally, shipped in 12 weeks. The Alienware machine is sleek, I give them that. And screams. I had to install my own SSD M.2 drive. They wanted $800 for a drive I bought for $279. I can't access BIOS to change boot. Called customer support twice. They didn't pick me up. On hold after 22 minutes first time. Waited 15 minutes to get "press the F2 key during boot" on the second call. Told them that doesn't work. No answer for that. Tried Alt, Del, F12. They don't work. Even with M.2 SSD drive machine takes 2-4 minutes to boot. I I hadn't given away my old (7 years old home brew) machine away I would just send this back. Dell is terrible. Alienware is over-hyped and overpriced. Nothing good about this machine.

    10 people found this review helpful
    Rated with 5 stars
    Verified Reviewer
    Original review: June 19, 2020

    I've had an Alienware computer for 5 years now. While it is technically obsolete in technological terms, I haven't experienced any lags in performance. I am as happy with it today as I was the day it was new. It's been so nice to have a computer I can rely on during the COVID-19 situation as so much of our lives is online.

    4 people found this review helpful
    Rated with 1 star
    Verified Reviewer Verified Buyer
    Original review: June 7, 2020

    The computer hangs for 10-15 seconds, then resumes. The Alienware Command Center and OC controls are proprietary software for Dell and break all the time. When this happens you cannot set the Over Clock Settings or fan speed or lights on the system. All tech support had to tell me was "re-install windows.". Even when I restored the software to return it the Alienware command center or OC controls did not work.

    12 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: June 5, 2020

    I purchased this Alienware m15 laptop for 3k brand new from DELL. Has pretty much all top end specs. I purchased this specifically for WOW Classic, many told me this laptop is overkill... not the case at all. The laptop overheats when playing WOW, so much that the keyboard keys are too hot. The panel above the keys near the power button, gets extremely hot, enough to burn your fingers if you pressed on it, the bottom is even worse. Frames in wow is terrible, be lucky to get 80 frames. I have an I.T. background, from service desk all the way to Software development, I know these laptop components are much smaller than your desktop ones, it is why it's overheating.

    I wanted a refund and to buy a desktop. I called DELL, they put me through all of the hoops, with all the basic stuff that I have already done due my vast I.T. experience, including updating BIOS, updating all drivers etc etc etc. I only had the laptop for 2 months and DELL still refused to refund me. Fair trading couldn't help me. I now had to purchase, one of those flat fan devices which you can put in between the laptop and the table, it has 5 computer fans inside to assist with cooling the laptop from underneath. Wasted 3k on this and DELL Australia will not refund you. Do yourself a favour, buy a desktop, you can't go wrong with bigger components with better cooling. WOW Classic is a 15 year old game, I had the graphic settings at 3 (vanilla graphics) and it still overheats. Worst laptop ever, don't waste your money.

    11 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: April 27, 2020

    Purchase new R8 Alienware PC for $2500. From the get go had problems with internet connections. Constant exchange of emails with tech support with no resolve. Then when PC was not fixed Dell informed me that the 30 warranty had expired. I asked in the beginning to return the PC but they did not want to discuss. Seems they were waiting for 30 days to pass. Never had any troubles in the past with HP or Dell but the R8 is a bummer. Stay away from it.

    14 people found this review helpful
    Rated with 1 star
    Verified Reviewer Verified Buyer
    Original review: April 23, 2020

    I would not recommend this horrible desktop to anyone. I am on my third Alienware and I will never spend another penny on this garbage line. Almost everything that could go wrong is going wrong with it. Bluetooth sucks... It pauses on me about 20-30 times per day. I contacted dell support and they did everything under the sun to fix it... It was good for about a week and its now again giving me problems. I have very little on this computer and use it for sales and internet browsing (basic usage). I get overkill computers so that I don't have to change them every 2 years and I like the over the top display options gaming computers provide. If you want to avoid a headache DO NOT BUY THIS HORRIBLE PRODUCT.

    9 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: April 8, 2020

    Horrible defective poorly made product, disgusting company. Let me preface this by saying that I have always been a Alienware fanboy and always wanted a top-end Alienware laptop since I was kid. Last year my girlfriend and I purchased a Alienware M17 laptop together instead of a MacBook Pro, which turned out to the be the worst decision I have ever made. We purchased the laptop 13 months ago, and infrequently used it for basic stuff like emailing and web surfing, and VR (used VR a total of 6 times). Now 1 month after the warranty ended the GPU went belly up and died, NVIDIA Code Error 43: Windows stopped this device because it has problem.

    This seems to be a software issue at first, probably driver related. But after installing the latest drivers from NVIDIA, it still showed the same error. Then I tried installing a previous version, still same error. I tried uninstall the device/drivers and reinstalling, still same error. Then I did some searching and found a vast amount of people like me with this same exact problem. Ex: **.

    I am currently working full-time as a full-stack software engineer and has previously worked as the category manager for the laptop division at Newegg, so I am not completely technically illiterate, and I think know exactly what's wrong in this particular instance (faulty GPU). To confirm, I talked with the Dell service team and out-of-warranty support team and they told me it's going to be $400-500 for the fix.

    So let me get this straight, I have to pay out of pocket $500 to MAYBE (it could be the connection) to replace a GPU card that you can buy $200 brand new. Does dell treat all their customers like they're complete morons? Does dell think that I'm a **? Anyway, there's not much I can do about this other than tell this story to anyone that will ever buy anything computer related and make sure they never buy anything from dell, and maybe submit a consumer complaint to FTC, and anything else I can think of to stop another victim from falling prey to dell.

    It is very disappointing, you guys have really let down your customers, and trashed the Alienware brand name with turd laptops that you guys ineptly put together, made to break within a year or two. What's worse is that when I bought this laptop my tech savvy friends laughed at me for choosing dell, little did I know how right they were. Lastly, why does no one tests your products before you release it? So known problems like this wouldn't happen? Because you not only lose a customer for life, you've also made an enemy out of a once fanboy.

    (I contacted Dell Cares and they gave me a scripted response) - "I understand you’re looking for assistance with your Dell. As this support channel is currently only for products with an active warranty, unfortunately, I wouldn't be able to assist you further. Therefore, I’d like you to contact our experts in the out-of-warranty team and they would surely be able to look into this and help you accordingly." WHY BUILD $2000+ LAPTOPS THAT IS MADE TO BREAK IN A YEAR?!?!

    10 people found this review helpful
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    Alienware author review by ConsumerAffairs Research Team

    Alienware was founded in 1996 as Sakai of Miami, Inc. and adopted the name of Alienware in 1997. Alienware became a subsidiary of Dell in 2006. Alienware manufactures and distributes high-performance computers built for gaming.

    • Alienware Aurora: The Alienware Aurora is its smallest mid tower gaming desktop PC. These machines are built with expandability and easy access in mind. Consumers can choose from different hardware tiers, including systems that are VR ready.

    • Alienware Area 51: Alienware’s iconic Area 51 line of performance PCs can be customized to fit any gaming needs. Its triangular design has become a hallmark of the brand, and consumers can choose the features and upgrades they want.

    • Alienware Laptops: The Alienware 13-, 15- and 17-inch laptops provide high-power gaming hardware in a portable laptop.

    • Alienware gaming consoles: The Alienware Alpha is a mini gaming PC that is built to function as a compact gaming console. The Alienware Steam Machine is a gaming console that runs on Valve’s SteamOS, an operating system dedicated to gaming applications.

    The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.

    Alienware Company Information

    Company Name:
    Alienware
    Year Founded:
    1996
    City:
    Miami
    State/Province:
    FL
    Country:
    United States
    Website:
    www.alienware.com