Jeffrey
Mooresville,#2Consumer 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,#3Author 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,#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.