Alienware Lies, Theft, Failure to Fix Lemon Laptop ripoff Miami Florida
In Aug of 2005 I ordered a brand-new Alienware M7700 laptop due to the fact that they were billed to be the best by the trade magazines, and they have everything. I ordered the system first of aug received it end of September.
Upon taking it out of the box I tried to play a DVD on the huge screen, yep I could see the movie but you can barely hear it with the volume all the way up. I then called there so called tech support and they told me to reload the DVD player software, that didn't work, then they told me it was a bad movie, but it plays just fine on my bose sound system for my TV.
So I keep going around in circles, and request to return the system they refuse.
VISA's fraud department tried to help but were unable to deal with them. I finally just resigned myself to the fact that I just can't use it to watch movies.
Well a few months go by and I take excellent care of it carrying it in the custom $200 backpack they sold me. And I noticed that the little panels on the bottom of the system were starting to fall off because the screws were comming out.
Now the screws are gone, so I call and request that they send me some screws they refuse, they say send it into get fixed, I say ok then there computers are down call back some other time.
I try calling the next day and get the same song and dance, our computers are down and we can't send out any call tags.
So a few more months go by, I distributed the screws around so the panels don't just break. And now the screws for the keyboard fall out, so I again call the tech support people. The again give the same bs song and dance about send it in but our computers are being updated so I can't help you.
Now it is a year after getting this lemon and several hundred calls to tech support latter, and I have a $5,000 paper weight. The hard drive has failed. The screen has been scuffed by the keyboard, I can't hear a movie.
Oh and here's the best part I now get first and second degree burns from using my laptop in the place it was made to be used my lap. Thats right my Area-51 POS has joined the ranks of the rest and now has a overheating problem that makes it unstable and crash.
So this evening just for sport I called tech support again, told them about all my issues and then also asked about drivers for windows vista. Well I got exactly nowhere. The supervisor in Costa Rica flat refused to help me and hung-up on me.
I hope to find the classaction suit against Alienware.
Jonathan
Houston, Texas
U.S.A.
3 Updates & Rebuttals
Jeffrey
Mooresville,North Carolina,
U.S.A.
The problem is Alienware is owned by DELL
#4Consumer Comment
Thu, April 19, 2007
Like I have said in previous responses on this site....I feel your pain!....Anything and everthing associated with Dell, especially customer service, is f'ing horrible.
I don't care if you pay $1000 or $5000 for a laptop you should still be afforded the same quality and customer service and Dell just does NOT do that.
Now, Dell has passed on it's poor quality and customer service onto a product, Alienware, that used to be THE BEST product you could buy. I still have (2) Dell desktops, but since then, Dell's product quality has deteriorated and their customer service has become abissmal since they have moved Home and Home office customer support to third-world countries! So, thanks to Dell's greediness I will never ever again buy anything associated with Dell and that includes Alienware.
My suggestion to you and anyone else reading this and thinking about a PC or Laptop purchase is to buy HP. Or if you want a higher-end PC or Laptop get a (((competitor's name redacted))). (((redacted)))'s products and customer service, overall, are head and shoulders over Dell, PERIOD!
sorry, allowing you to give a competitors name would instigate others to just file against their competition, to only come back later to suggest their company your comments on this policy are welcome! CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.
Jonathan
Houston,Texas,
U.S.A.
Alienware, Miami, FL Office of The President Refuse to help
#4Author of original report
Tue, April 17, 2007
UPDATE to this issue after sending multiple e-mails to every address I could find for there corporate offices I recevied a reply back from the Office of The President. I have spoken to a rep who asked that I send my system in for repairs, and replacement of the parts.
As a person wanting to resolve this issue and get a working system, I sent my system to them. I was told that they would replace all of the worn plastic from there poorly made cases, and the components that were causing the problems (Hard Drive, Keyboard, and Video Card) I marked all of components of the system to verify if anything was replaced or fixed.
As I expected NOTHING was replaced or fixed. I received the system back with all of the problems that it had when sent in. But now it has a broken chassis, because when they returned it to me they did not use the special FedEx Laptop box that I paid extra out of pocket for and they provided no foam or anything to protect it.
After informing Alienware of the fact they sent my system back without fixing anything and failing to provide adequate packaging. They agreed to replace the system, I was sent a label to ship the system back to them. The system was sent via there FedEx tag now they say they never got it even though FedEx has a signature. At this point they now refuse to send a replacement, and refuse to file a claim with FedEx because they do not place any insurance on any systems that they ship to or from for service so I am now out $4,771.
I FILED A LAWSUIT TODAY FOR REPLACEMENT OF THIS SYSTEM DUE TO THE UNWILLINGNESS OF THE MANAGEMENT TO RESOLVE THIS SITUATION.
To comment on the rebuttal of 3/8. You clearly have no idea of this issue, or computers in general. The reason that power users such as myself purchased Alienware products and were willing to pay almost $5,000 for a system is because we demand the best, and we have been mislead by the trade publications stating that Alienware is the best. Based on all of the reviews on this site I am not the only person that was willing to pay for what was perceived to be the best.
Sheila
Graham,North Carolina,
U.S.A.
Known for bad support
#4Consumer Comment
Thu, March 08, 2007
Alienware does have a bad reputation when it comes to support, although some computer magazines do say it is improving. That said, however, some of your report does not make sense. You say the computer is a $5,000 paperweight. That is a pretty expensive laptop. I cannot imagine what it has to make it worth that kind of money. You can buy top of the line Dells, Gateways, Sony, etc for a lot less.
After all your problems you still ask about "drivers" for Vista. I assume you mean upgrading to the Vista operating system since Vista was not out at the time of purchase in 2005 and you would not need Vista drivers for any of your hardware. Why in the world would you want to upgrade to Vista on a machine that is practically useless.
Since Alienware will not help you have you considered taking the computer to a private repair person? They might charge you a few hundred dollars but if you did indeed pay $5,000 for the system it would be worth it.