Complaint Review: Alienware Corporation - Miami Florida

I purchased a custom alienware notebook pc from alienware in February of 06,and was supposed to get $100 rebate for shipping costs. When I received my system it had a deffective keyboard. I noticed the defect the following day and called to find out what to do about the problem and the representative told me that the system would have to be returned for repair.

After getting everything together to return the system I again called for instructions on returning the system and at which time I was informed that they would send a technician to repair the defective keyboard onsite. I received the part required and a repair tech came to install the component. Shortly after the instalation of the new keyboard I found out that the part they sent to replace the keyboard was also defective.

I again called the support and informed them of the problem I was having and after an exhaustive process of trouble shooting the system for possible software issues the support department decided that the replacement part was also defective. Again I received another replacement part and a technician came to my location to install the part. Additionally at the time of this problem I told them about a third keyboard issue I was having with the systems custom keys. Since this problem could be related to the main keyboard issue I was informed it would be best to wait to trouble shoot this problem until after the keyboard was replaced.

At some point during my many exchanges with the support department I informed them that I did not receive any instructions about the $100 rebate for shipping costs. The support rep refered me to a web page where I could download the rebate form to mail in which I did in a timely manner.

After the keyboard was replaced the second time the process of troubleshooting the special function keys began at which time it was concluded that the instalation of the Windows operating system was deffective and I would have to reinstall that myself with the help of a support tech over the phone.

Finaly my brand new alienware computer was working properly (as far as my untrained eye could see). Despite the initial problems with my alienware system I was reluctantly content with my computer. All that was left was for alienware to send me my $100 rebate and all would be well. But I never received a $100 rebate from alienware nor did I receive any notification from alienware that the rebate was rejected.

Upon calling alienware to check the status of my promotional rebate I was informed that it had been rejected. After telling me that the she did not know why the rebate was rejected the representative informed me that my rebate was rejected because I failed to mail the rebate within the designated time period for said rebate. I was also informed that the person in charge of the rebate department was unavailable and I would have to call back on Monday.

I called back on Monday and spoke with the rebate rep and he told me alienware would not honor my rebate because it was not sent in on time. I informed him that I had numerous problems with the system and I added that I paid over $3800 to his company for a machine that was initialy defective, "the least your company could do is honor my rebate" I said. There was nothing that could be done I was told the rebate would not be honored on the basis it was not delivered to them within the required period and that the fact the system was delivered in a defective state was "not their problem" and had no bearing on the status of the rejected rebate. I mentioned that I was positive that I had returned the necessary rebate form within the time required and he insisted that I did not. I added that I had not received any instructions concerning what to do to receive the rebate.Again the rep insisted I did.

The fact is alienware had all the information needed to process my rebate with my order. No additional information or UPC barcodes were required to process my rebate only the rebate form which included information about my order that they already had. This rebate was not offered by one of alienware's suppliers for components used in manufacturing my system, it was offered by alienware for shipping costs.

In closing I would like to add that when searching the internet for the alienware rebate status web page I came across a link to page that had a complaint filed to another consumer watch dog group which stated that the complaintant's son purchased an alienware system and he did not receive over $500 in rebates on a $2100 system purchased from alienware for the same reason.

Being a resonable person I suggest two possible resolutions to this situation either honor the $100 rebate I submited to them or accept the return of their merchandise for a full refund. Since the rebate was offered by alienware they could have just included the rebate directly in the price or even used the my information which they already had to process my rebate and this situation would have been avoided completely. At this time I do not ever expect that a satisfactory resolution to this issue will happen. In closing I have just one thing to say about alienware corporation and that is "Buyer BEWARE".

Robert

Ridley Park, Pennsylvania
U.S.A.

Click here to read The *EDitorial: The Marketing Rebate Rip Off ...Manufactures invent reasons why not to pay the consumer