[ctusmc8185]

Dear siror sirs or maam. I am writing you in hopes of some kind of help. I purchased an Alienware computer in late august of 08. Having paid 3,385 dollars for a top of the line cutting edge computer I made sure I also got a two year warranty. Straight out of the box I had compatibility issues with software, isps, etc. For the most part support tech did there job usually 1/2 hour to 45 min wait time) and all issues were resolved. Then in sept 16 area of this year computer would not start. I called tech support and after two days of no other way to put it; run around I was required to go through there list of diagnostics over the phone for aprox 2 hours. At this point they determined I had a bad motherboard. They shipped one out and I had to wait for a contractor to come out and replace at my home on sept 23rd. I had to take a day off of work and meet tech at my house where he replaced motherboard and it worked. I then asked him to turn computer off and reboot. It would not start. Another long wait on tech support to finally be told box it up and send it to repair facility. This was done on sept 30th. The turn around time was not bad aprox 10 bus days. The diagnostic was a bad hard drive which they replaced. I once again had to take a day off to be at home to sig sign from fed ex. Upon turning computer on the blue screen of death serious system failure screen pops up. I then reboot and call company tech support(another 45 minute wait)the system reboots and seemed to be working ok. I tell tech support I'm not happy this screen comes up and now I have to put all my programs back onto a system that I do not feel is working properly. Tech support tells me if it is working then you are fine. I load all my programs aprox 3 hours and system holds up until Saturday Nov 14th. System again will not start. Call tech support literally 2 hours of wait time and having to explain you cant diagnose it online it won't start. I box it up and again send to tech support where it has been received. I try from Saturday until wed trying to speak to a rep in customer care. I literally am hung up on 8 times and transferred to a number that says we are upgrading our system and if you wish to speak to a live rep please call back. This continues for 3 straight days until I speak to a "Tech supervisor" who says I am not entitled to a refund or a new system. I ask to speak to her supervisor she says there is no one above her to speak to. I then ask to be transferred to customer care she says they are now customer care also. I say then why was I transferred for three straight days to a dept with a different extension that does not exist? Sorry to ramble on, I was wondering if you might have a good email/phone number to lodge a complaint or try and get this resolved. I do not want the same system back it has shown it is not a stable system. I'm looking for a refund or new system. I have basically been without a working computer for two months at this point. Thanks for your time. My contact info is Raymond O'Donnell

This post has been edited by smax013: 19 November 2009 - 01:45 PM
Reason for edit: Removed email address and other personal information - it is not a good idea to post your email address as it can result in spam. We will remove it once as a courtesy.

[coastie65]

Hi. What a mess. Alienware used to be a good company until it was bought by Dell. Customer service seems to lacking these days, but fortunately my experience has been somewhat better. On the 12th, I bought a fairly high end Gateway Refurb ( being a disabled Vet on a limited income it was the only way I could afford that rig). Anyway, it wouldn't boot past the Gateway splash screen. The thing sold out so a replacement was a non issue. Got return authorization from TigerDirect with no problem. I had an idea so called the support number. The wait was about 10 to 15 mins. When I explain the problem and my idea on it, he said nope, wouldn't work and repack it and send it back to them ( The refurb Co. ) and they would simply send another computer and gave me an RMA #.

Anyway, this seems to be an ongoing thing with Alienware / Dell. To my knowledge the BBB does nothing but take the complaint and file it, so if anyone calls to check on a company, they can say yes they have had X number of complaints. There are a number of consumer advocacy groups that do take action, but at the moment nothing specific comes to mind. Hopefully some other members will chime in with some good information. We have had others with complaints against Alienware's Customer / Support services, not to mention a once great product that seems to have slipped in quality, if not price. coastie

[smax013]

I suspect the "On Your Side" folks watch this forum (I would hope they do), but just in case, you might want to email them at onyourside@pcworld.com. While I do not know how many people they try to help, it is possible that they will work to help you get a resolution to this.