Miscellaneous laptop discussions : Alienware - DO NOT PERFORM YOUR OWN REPAIRS
I'm happy that...
by culture_of_one - 3/22/05 9:42 AM In reply to: Yes, they fixed it by hickmanjyou got your issue resolved, Jason. You've always had the vast majority of people in this forum on your side. I think you owe them a vote of thanks, don't you? Just as we all owe you a vote of thanks for bringing this issue to our attention. Thanks again! 
I would also like to express my personal appreciation to CNET Forums for providing us with this "Great Equalizer"!
To CNET forums--The Great Equalizer! 
Once more, I say too little, too late.
by donniebnyc - 3/22/05 10:16 AM In reply to: Alienware Support by Alienware-JuanGI am happy to hear that hickmanj's problem has been resolved, but to me this means Alienware's customer service is only 99% worthless.
Asking a customer to open a laptop case is unforgivable. Nothing they do now (to save face on this forum) can make up for what the way they treated hickmanj.
I cannot afford to waste time and money with any company with a track record like this -- especially given the fact that they are charging high-end prices.
As far as this potential customer is concerned, you had your shot and you blew it.
You are 100%...
by culture_of_one - 3/22/05 10:45 AM In reply to: Once more, I say too little, too late. by donniebnycCorrect!
Once more, I say too little, too late.
by DLBelton - 3/30/05 11:27 AM In reply to: Once more, I say too little, too late. by donniebnyc>>Asking a customer to open a laptop case is unforgivable. Nothing they do now (to save face on this forum) can make up for what the way they treated hickmanj.<<
I agree 100%. Laptop's are very tricky if you don't know exactly how to open them. Even if you do know how, there is still a chance of breaking something. Customer support should never have asked him to open the case.
I do want to state that IF AlienWare customer support had not asked him to open the case, then I would have supported them for refusing warranty repair if the customer opened the case and broke it.
I am very glad that he finally did get his computer fixed, but am sorry that he had to go through so much trouble to get them to listen to him.
AlienWare really needs to update it's customer support policy and NEVER ask a customer to open a laptop case. They are just too easy to break.
Actually, at the prices they charge, they should send a chauffered limo to come pick up the broken machine and return it for warranty repair...
Worst Customer Support Services
by SCVRusher - 3/21/05 7:57 PM In reply to: Alienware - DO NOT PERFORM YOUR OWN REPAIRS by hickmanjSame story here, their customer support service is prolly the worst I ever had. Here are some of the experiences that I would want to share with my fellow readers.
I had my alienware laptop send back for repair at the factory. After I received the laptop, I found out that my AC adaptor was missing. So I called the customer support and asked to see if they can send the AC adaptor back to me. Well, the first 2 guys i talked to willing to at least try email the factory about my missing AC adaptor. The other 2 persons i talked to are not willing to neither search for my old AC adaptor nor send me a new one. Finally after a week of talking with their customer support, I asked for their manager and I ended up buying a brand new AC adaptor with a 10% off discount. I mean after that experience with their customer support, I feel like I totally being scum by those alienware greedy trash bags =/. I mean every time i called the customer supports never admit their mistakes rather than make you feel like you are the one taking advantage of them. My recommendation to you, if you going to send back your laptop or PC for repair, MAKE SURE you take out any REMOVEDABLE components before sending back to them. Otherwise, they going to change your hardwares with their old ones or send your computer back with a missing pieces and then ask you to buy more parts from them.
Another bad experience I had with them was recently cancelled orders. I cancelled an on-line order on the phone with their customer support service, but I still ended up with a charged credit card and a brand new system. If you going to cancelled anything, please call to make sure the process is being terminated. Otherwise, they gonna go ahead and charge you without giving you a word or even an email.
Aside from this huge mistake, they do provide the top quality of hardware component and tech support(only good experience with their department and they 110% helpful with anything)
that's my 2 cents to whoever buying anything from them
Oh yeah, in case you guys wondering about the laptop
by SCVRusher - 3/21/05 8:05 PM In reply to: Worst Customer Support Services by SCVRusherIt's a alienware 51m 766 and i paid around $2900 ($2650 + $250 warranty) with 3 years warranty for it.
Don't plan on getting existing customer promotion from them
by SCVRusher - 3/22/05 2:13 AM In reply to: Oh yeah, in case you guys wondering about the laptop by SCVRusherOh yeah not to mention, I only had the laptop for a little less than a year. When you buy your laptop, they send you some sort of agent ID card which give you customer only promotion which you never gonna get any special discount as a current customer (unlike dell... i only bought a system with them for lesser than a month, they already sent me loads of % coupons through emails.). I even called a few times for any customer promotions, they told me these special customer promotions or discounts are randomly given out. Let me remind all of you, I bought this laptop last year in May 04 and I never get any existing customer discount or promotion. Chances are being random means they prolly do a lottery on their existing customer promotions lol. If you plan to buy a computer from alienware right now, don't plan on getting any extra discount as an existing customer in the near future. But in the end, their laptop do have great performance. Another tip for all of you, when you upgrade their drivers or having problem with the hardware on-line, you can just downgrade your older drivers to see if it fix anything.
Hey, does anyone know how to file out of state customer satisfaction?
here's another of my 2 cent.
Thanks!
by culture_of_one - 3/21/05 8:24 PM In reply to: Worst Customer Support Services by SCVRusherThanks for the info, SVC!
alienware problems
by dissectional - 1/6/07 3:42 PM In reply to: Thanks! by culture_of_oneI just wanted to add some stuff to this. I bought an Alienware 766 and paid almost $3500. I had problems with the video card before the wearranty was expired and asked to purchase not get for free a new video card (supposed to be upgradeable). I was told they werent available. I wanted to get my card fixed and they told me they were discontinued. Since the card still worked not well but worked I didn't complain. Now My computer is fried and Alienware refuses to sell me parts or fix the computer. Granted it is out of warranty but I tried to pay to have it fixed under warranty and was told the part wasnt available and since it wasn't "broken" which it really was just was not all the way broken it wouldnt be fixed. Now I have a 3500 dollar paperweight! STAY AWAY FROM ALIENWARE!!
Area 51 7700
by Biggun86r - 1/9/07 9:18 AM In reply to: alienware problems by dissectionalI know this is way late to the original posting...
My laptop has had numerous problems
ESD from the case - never fixed
NIC fried - replaced after hours on the phone and erronously downgrading my DVD drive (took months to get that sorted out).
Now my Video card is fried and they have told me they do not support my model anymore - I only purchased it a year and a half ago!!!!!! I cannot get the parts anywhere!!!!!
Alienware is crap and so is their customer service. Why does it take hours of troubleshooting and numerous phone calls (they will not call you back - even when disconnected) when I am a help desk administrator and I could tell them the problem that they eventually figure out?
Alienware has done nothing but **** me off and I will tell everyone I know not to buy Alienware - buy Dell instead.
I have no idea how they got a good rating from PCMag on their customer service - makes me wonder how much of the $4,000 I spent on the computer went to the editors at PCMag.
If anyone knows how to fix or get money from Alienware - please let me know.
AlienWare
by arkans - 1/11/07 6:22 PM In reply to: Area 51 7700 by Biggun86rwow i just changed my opinion about alienware i thought this company was supportive of taking care of problems but after reading all the posts i will never buy alienware unless they change their policy or the way they do business with our dollars and now its time to spread all the posts all over the internet i almost spent six thousand on a 51 but i see even dell has better customer service
After reading...
by Raziel66 - 1/12/07 6:38 PM In reply to: Thanks! by culture_of_oneMost of this whole thread, I'm definitely still going to buy an Alienware ALX laptop as soon as the new version is announced (not dropping that much cash on a single core AMD). I would definitely rather try to fix the problem my self before going through the trouble of packing it up, shipping it out, and risking the complete loss of my system by theft/damage done by dropping it/or having it get sent to the wrong place (as the postal service has a habit of doing). I'd rather deal with one rude Alienware employee than have to deal with Dell's outsourced "tech experts". I have a headache just remembering that funfest.
Also, people earlier in the thread were upset that Alienware had stated that people lie about their products. What rock are you under? Every tech forum on the web is full of bashing, and I highly doubt that there are that many people buying Alienware computers (due to the high price of course). Either way, every company has complaints, every company has compliments. No company is perfect.
I'd still rather buy from Alienware, since none of my friends have had one complaint about either laptops or desktops.
Yeah, I am glad I learned early to stay far away from this c
by KJT6660 - 1/20/07 6:18 PM In reply to: Alienware - DO NOT PERFORM YOUR OWN REPAIRS by hickmanjI nearly got sucked into a huge purchased with this company until I found it was in the process of being bought by Dell, I think it was. Anyway, the company ha awesome machines but I guess they were too good to make it on there own so the screwed up another good thing and sold the company off. I was so close to getting a fine notebook from them until I read the purchase in the local paper. I think it is Dell and we all know how Dell's customer service is. If you do not know, I would highly recommend you not find out.
It was so funny when the sales guy who was so close to making a big sale with me sensed that I was backing off.
another reason to stay far away from this company...
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