Thursday, March 23, 2006

Dell to Buy Alienware

No more question mark. It's official. Gives me hope for their support.

22 comments:

Mike said...

They are so bad, there is a better chance that they will drag Dell down.

Harlie said...

I know exactly what your talking about ive had my area 51 766 for almost 2 years now and have never had a dvd drive work for more than 5 or 6 burns. now my warranty expires this month actually in like 2 weeks and they tell me they wont extend it due to the fact that i have never had a working one. On top of that they have also replaced the mother board and ram because they said it was sending too much power. Geniuses put the new dvd drive in before swapping those out(or so they say) and now the new one went out. They sent me a new one and it was the wrong one so guess what, I get to send it back again. Now the display has a burn in at the task bar(but they say LCD's dont burn in). Im on hold now and have been for a total of about 30 minutes just to get to a supervisor who im going to have to ask for his supervisor because ive already talked to someone at his level. What kind of crap is that that you spend 4,250 dollars on a computer that never works right.

Anonymous said...

I agree with Mike... boy do I have a saga for you, but will wait until it comes to an end... one way or the other. Hint: bought 2 high end 7700m... one has been in service as long as I have had it over the last year. Just got it back again from the service depot, and it has a cracked case, the screen flickers, and makes a ticking sound.

AlienwareSucks said...

Ticking?! Oh no! It's a bomb!

Anonymous said...

While my experience with Alienware certainly has not been anything like yours (quite pleasant, in fact), I would encourage you NEVER to take this site down. I noticed a "What would it take for you to take the site down" comment in your blog from Alienware. That's AW just trying to untarnish it's image. Don't do it. People need to be aware that, with some folks at this company, they need to be watchful or they might end up in a similar situation. Here's hoping you're having better luck with whatever laptop vendor you are using now. :)

AlienwareSucks said...

Ironically, my new laptop is a Dell.

Anonymous said...

ALIENWARE ROCKS. They've been excellent in my order.

Kelly Allen said...

I am in the alienware sucks category. It has a minor hardware problem... I can live with that. However, what I can't live with is that they have failed to and refuse to complete my order.

I bought software through them along with the computer. The item in question, Photoshop CS2... I got a nice pristine looking box, manual, but no installation CD and no liscense. I called them, after telling me they didn't beleive me and calling my a liar and a scammer, through my persistance of about a month of trice weekly phone calls. They wanted me to call Adobe to get it from them. I did. Of course Adobe said since they didn't sell it to me, I had to take up the issue with whomever sold me the liscense. And that those people would have to deal with their distributor. So I went back to Alienware to tell them the same thing.. Something they should have known in the first place. They finally RMA'd the useless box and it's contents. They send me another one, which I opened in front of a witness and a notary just in case. Thank goodness I did. Again, no installation CD and no liscense for the software. I called, they said they would send an RMA again. That I would have to send back the 2nd box before they would even call Adobe themselves. I was hesitant.. without something in my hand... how could I prove anything. Anyway I agreed to that. They never sent me an rma.
It has been 5 months and counting since the 2nd box arrived and I called Alienware Customer Support about the 2nd box. I called yesterday and was told they never got anything returned and they were waiting on me to send back both boxes. I pointed out that since they wouldn't have sent the 2nd box without getting the first box it was impossible for me to have two boxes. I was put on hold for quite a long time, then the customer service rep told me since it had been so long that they had stopped following up on the issue and that it was just too bad, they wouldn't do anything. I pointed out that they wouldnt' have sent the 2nd box if they hadn't gotten the 1st one, so there is no possible way I could have two software boxes. I pointed out I have a witness and notaries statement to attest to the fact that I never received anything I can use. I was given a name, "Charlie Warner", who is supposed to be handling my 'case'. But I have yet to be able to talk to him or even be called by him. Though I was told he would call me. I"m now talking to an attorney to see if I can get around that aribitration statement on the purchase.. since in my opinion they have never fulfilled the order completely, thus the agreement is not binding, they didn't complete the steps necessary to make it so. The total of the whole order will take this out of small claims court and right into state court (probably federal since I don't live in Floriday and I certainly won't file there, so it will become an interstate commerce issue. I"ll file here in my local juristiction. I am so mad. This is so dumb yet I feel I wasted my money... why not spend a little more to get some "schauenfreud".

Maybe I'll take a full page ad out in the Austin Statesman in order to get Michael Dell's attention (his hometown) about the crappy company he purchased. Too bad Dell isn't more involved in it's satellite. I've never had a problem with them and If I were on the board of Dell, I'd be throughly embarrased by the acquisition of Alienware. Alienware is good at 'spin' but horrible in customer support.

--and yes I"m signing my real name. I hope they see this.

Kelly Allen said...

I am in the alienware sucks category. It has a minor hardware problem... I can live with that. However, what I can't live with is that they have failed to and refuse to complete my order.

I bought software through them along with the computer. The item in question, Photoshop CS2... I got a nice pristine looking box, manual, but no installation CD and no liscense. I called them, after telling me they didn't beleive me and calling my a liar and a scammer, through my persistance of about a month of trice weekly phone calls. They wanted me to call Adobe to get it from them. I did. Of course Adobe said since they didn't sell it to me, I had to take up the issue with whomever sold me the liscense. And that those people would have to deal with their distributor. So I went back to Alienware to tell them the same thing.. Something they should have known in the first place. They finally RMA'd the useless box and it's contents. They send me another one, which I opened in front of a witness and a notary just in case. Thank goodness I did. Again, no installation CD and no liscense for the software. I called, they said they would send an RMA again. That I would have to send back the 2nd box before they would even call Adobe themselves. I was hesitant.. without something in my hand... how could I prove anything. Anyway I agreed to that. They never sent me an rma.
It has been 5 months and counting since the 2nd box arrived and I called Alienware Customer Support about the 2nd box. I called yesterday and was told they never got anything returned and they were waiting on me to send back both boxes. I pointed out that since they wouldn't have sent the 2nd box without getting the first box it was impossible for me to have two boxes. I was put on hold for quite a long time, then the customer service rep told me since it had been so long that they had stopped following up on the issue and that it was just too bad, they wouldn't do anything. I pointed out that they wouldnt' have sent the 2nd box if they hadn't gotten the 1st one, so there is no possible way I could have two software boxes. I pointed out I have a witness and notaries statement to attest to the fact that I never received anything I can use. I was given a name, "Charlie Warner", who is supposed to be handling my 'case'. But I have yet to be able to talk to him or even be called by him. Though I was told he would call me. I"m now talking to an attorney to see if I can get around that aribitration statement on the purchase.. since in my opinion they have never fulfilled the order completely, thus the agreement is not binding, they didn't complete the steps necessary to make it so. The total of the whole order will take this out of small claims court and right into state court (probably federal since I don't live in Floriday and I certainly won't file there, so it will become an interstate commerce issue. I"ll file here in my local juristiction. I am so mad. This is so dumb yet I feel I wasted my money... why not spend a little more to get some "schauenfreud".

Maybe I'll take a full page ad out in the Austin Statesman in order to get Michael Dell's attention (his hometown) about the crappy company he purchased. Too bad Dell isn't more involved in it's satellite. I've never had a problem with them and If I were on the board of Dell, I'd be throughly embarrased by the acquisition of Alienware. Alienware is good at 'spin' but horrible in customer support.

--and yes I"m signing my real name. I hope they see this.

Katie said...

we are in a similar situation with alienware right now, regarding the missing tracking number. they refuse to send us our upgraded hard-drive and memory, which we paid for over 45 days ago; and they refuse to create a new order. any suggestions on what to do or how to get ahold of a manager. they always tell me someone is not available. I finally talked to kate, a supervisor, and always she wanted to helpful, she too has limited authority.

AlienwareSucks said...

The only thing I suggest is to keep going up the ladder. If the supervisor can't help, ask for her supervisor.

Finally, if you can't get anymore help, contact the Florida Better Business Bureau. That's what I ultimately did. Coincidentally, I got sudden action at that point.

Anonymous said...

Before you Buy a PC from the major retailers always check out your Local Computer shops.
Where to buy a PC

Anonymous said...

WHO buys an article without previously finding out about the terms and conditions??? Alienware´s is pretty clear...

paula said...

Here's the email I just sent alienware, about a relatively minor problem which they can't manage to fix in less than a week, despite the fact that I paid for onsite support:
A year ago, I bought a computer for my son from Alienware. My account number is 333259. Two days ago, we discovered the CD drive had failed.I've spent two hours with your tech people trying to work it out, but apparently the drive is bad. When I bought the computer, I paid for onsite support, but now your people on the phone tell me that it I can't have onsite support with "Certain warranty issues" and even if I could, it would take longer than just waiting for the part to arrive and installing it myself. Clearly your salespeople lied to me when they told me how great this option would be. They claimed that problems would be fixed quickly and easily by the onsite support people. Instead, I have to wait a week for the part to ship and then install it myself. Good grief. When I have a problem with my own Apple computer, which is very infrequent, they ship me the parts overnight-- but Alienware won't even let me pay extra to have the part overnighted. I'd really like to have someone there upgrade our shipping on this part. The CD drive is crucial to several projects that we had planned this weekend with the computer, and we paid way too much for it in the first place. All those sites that say Alienware support sucks are right!

Anonymous said...

Alienware/Dell…..a company to stay away from.
I was reading your posts about alienware and I wish I would have read them before I spent $3,200.00 on my over priced 7900 paper wait .I think people should know this company is a rip off and liars .I had service reps lie to me on numerous occasions ie "my manager is in a meeting right now and you can’t talk to him" .I would hang up and call right back only to hear "no there are no managers here right now they all went home for the day ,"That was just the beginning , Alienware kept giving me the run around on what build phase it was in and totally missed the proposed ship date .A real big oops considering I'm in the service and wanted it for deployment .Needless to say I didn’t get it in time witch meant my wife ,who lives at a different address(wanted to stay close to family while I’m deployed) had to deal with them .Alienware was told if I didn’t receive the laptop by a certain date they would have to ship it to her .Due to the mix up alienware agreed to this. They didn’t ship it to her .My poor wife spent HOURS on the phone with alienware and fed-ex trying to retrieve the computer .Of coarse both companies played the "it's not our problem it's the other companies fault" game for a few days .MY wife finally got the laptop and put it up until my return. Three months later I came home on emergency leave and wanted to check out my new computer .My wife being computer illiterate never opened the box .BRAND NEW out of the box the computer could not do what was advertised and had 60+ processes running in the background . This is ridiculous for a supposed gaming machine .F.E.A.R. and WORLD OF WARCRAFT would lock up and couldn’t run at half the speed it should have. Graphics had to be put on minimal settings. The paint job was also messed up. Me being stupid purchased a three year warranty with the laptop .Instead of letting me return the dung pile and get it fixed or give me my money back without the horrible restocking fee ,The ever so intelligent non-english speaking technicians made me spend DAYS on the phone with them to "trouble shoot my brand new system ."The last thing alienware could come up with was my copy of windows was corrupted and needed to be reloaded .For the additional 300 bucks I shouldn’t have had to do anything. Needless to say when I asked them why they would send me a defective computer and demanded they take it back I was hung up on , but I was used to that because whenever you press one of the reps for info or catch them in a lie they hang up on you .To top it all off instead of giving me a free upgrade for the huge inconvenience and lies ,I got amazon.com coupons .Nice way to support your troops alienware! The laptop I ordered came with dual video cards ( sli ) ,1 gig of ram,17 inch wide screen,2.0 gig turion and a 7200 rpm 80 gig hard drive .I have a desktop I built 2 years ago for $1,500.00 that eats my alienware for lunch .If I had the money and wasn’t in Iraq right now I would sue them out of business .If I could do it all over I would have gone with a voodoo ,monarch or a widow laptop .Keep in mind this is the condensed version of my story . The full details would take way to long to type .
I’m sure Dell has finished taking over the company by now so I guess this is a direct reflection on Dell’s customer service as well .Go Dell ,you suck just as bad. Thanks for your time, a VERY ANGRY customer

Anonymous said...

I bought a m9700 notebook with everything. Just over 7k with accessories. Biggest mistake in hardware I have made. Apparently, the Australian 'branch' is just a franchise run by kids who have no idea what business, service or support means. Absolutely crap service and support - haha no access to the USA website so I cant get drivers. The USA support people say "sorry we cant help". I had to mail the damn thing over 1000kms away to get it fixed just after it arrived - bad memory and the touch pad stopped working. Now Im afraid to do any serious work on it at all! The DELL buyout of Alienware is completely BOGUS. They have not done a thing to improve the company or the support. I only buy DELL so was supremely pissed off and disappointed!!! Shame on DELL and shame on Alienware for conning hard earned cash from business people who want to game!!! And your stupid line break tags do not work on this site...

ALIENWARE SUCKS said...

I was promised delivery of my m9700 in Nov and it was delivered in March. The Vista install was missing many drivers and the SLI was useless. Ran like a dog with 3 legs. After a service to fix a complete failure, they refused to install xp and the reinstall of vista was so bad that my old 286 would have beat it. Now I put XP on it and guess what - Alienware CD is missing drivers - these guys might be able to build a good machine for competitions and shows but they are unreliable and incompetent and have no sense of what is required to succeed in the computer business. Question is... why did DELL buy them? Are the new DELL gaming computers so bad that they needed Alienware's help? That will not be much help... more a liability. Hey DELL if you are listening - fix this crap Alienware company up or dump it!

Anonymous said...

DELL and AlienWare are both WAY overpriced! I'm happy I can build my own PC.

Anonymous said...

I almost made the mistake of buying Alienware, and now i know better. Get a mac.

Anonymous said...

Wow this is interesting, I just bought an Alienware desktop to play Dungeons & Dragons. It runs great for a bit then I get black screens and computer freezes. All I wanted to be able to do was play a damn game . I have been on the phone with them for over 9 hrs so far in a 4 day span , the support staff does not seem like they know what they are doing . Makes me wonder what is going to happen when i start demanding my money back?

Victim 1001 said...

HORRIFIC-Purchased the M9750 Was at a great price reasonable components decent delivery time. Horror Begins; delivery was delayed almost 2weeks laptop arrived with a lose battery, malfuctioning wireless adapter, and freezing up. Called tech support No supervisor works passed 3pm no one I spoke to spoke english clearly was refered to Microsoft support to fix the adapter stating it was a windows problem and was charged 63USD for a new battery that was never sent. Now to return it I have to pay shipping and wait 3weeks for a result on the refund YAY SHOOT ME!

Anonymous said...

ALIENWARE SUCKS SO MUCH OMFG!!! I bought a Area-51 m15x from them and the thing is horrible the hinges broke within 3 months and I had to send it in to the repair facility and it took them a month just to put a new case on it. Then the second freaking day I got my system back the video card is over heating to temperatures such as 114 degrees Celsius!!!! Now they are sending me a heat sync and I have to put it in like they are the worst company in the world and I hope dell takes over all of there products because dells customer service would actually give me a refund for the shit I've gone through with this shitty ass company. WOW! waste of time and money on this POS.