Monday, October 30, 2006

Alienware Admit Trying to Fiddle Reviews

Based on my experience, Alienware was just incompetent at support. It would appear they are also jerks at PR and reviews, threatening to not allow access to further hardware because of a bad review. That's not quite cricket, as they say.

22 comments:

Anonymous said...

I just wanted to say THANKS! Because of this blog I finally got some cooperation from Alienware. I'll try to make a long story short.
I bought a Area 51 notebook 3 years ago and from the day I bought the thing it was a nightmare for the same reaoccuring reason. It would overheat and shut down. I went through the nightmare of their "support", sent the thing back twice and in mid Feb of this year was going to junk the thing. Right before my maintenace agreement expired (because of reading this blog) I filed a complaint with the BBB of Miami. Within 3 weeks Alienware was on the phone kissing my behind up and down. I mailed the computer back and they replaced:
1. The Cpu
2. The memory
3. The video card
4. The optical drive.
5. The MOTHERBOARD.
6. The hardrive.
7. Added an upgraded processor.
I have the thing back and finally it isn't getting hot. I'm not sure why they didn't just give me a new computer but if the thing now works I'll satisfied.
The BBB is the way to go apparently. Thank God and you that I filed.

Anonymous said...

Alienware like a lot of other companies have customers, but Alienware is a customer as well, they dont manufacture all parts, they design them and have other big factories manufacturing the parts for the mobiles, they need to be completelly sure about the parts that need to be replaced in order to claim for the refound to the company that manufactured the damaged part, of couse such methodology isnt fair for the customer but they are moving forward to change all the scope of support towards customer satisfaction, at the end of every call in tech support they say "if you have any comments you can send us an email to feedback@alienware.com" which is a team that was created with the only purpose of handling this kind of issues in which the customer is a victim of policies, at the same time all the feedback will create presure in the chairman to change or modify the existing policies to get benefit in both ways, the customer as a consumer and Alienware as a company that gives a lot of jobs to a lot of people.

Anonymous said...

Hello Guys, let me explaind you my History with Alienware. I just to work there for more than one year, in the ALX Department. On my period working there I saw many customer crying because there product sucks, the warranty sucks there is always a "but" to void there warantys. They are located in Coata Rica for there tech support they pay around $700 per month, and there policies sucks they encurage Customer Satisfaction and they dont do that.
So if u r planning to purchase an Alienware computer u better keep ur money safe and go for any other brand!!

AlienRaptor

thomaslianj said...

I purchased an Alienware area 51-M 766 Laptop on 05/12/2004 and I paid three thousand dollars for it. It was advertised as a laptop with an upgradeable video card and it was considered to be the top of the line gaming notebook and had with some fantastic reviews winning numerous awards and gained a great deal of recognition from industry professionals and technology experts. The laptop should last many years and the main idea is the video card could be changed or upgraded. I thought I bought the best notebook on the market, but I was sadly mistaken. After a year and half, I called Alienware so I could purchase a new upgraded video card, and I was told that Alienware stop supporting my laptop and my video card. I was also told that I have to purchase a video card from a third party called “Uniwill” if I wanted an upgrade. So I called the third party company but no one picked up the phone and I left several messages and they never called me back. I was very surprised that I was unable to get an upgradeable video card. I was also very disappointed to find that so soon I was unable to get what was so strongly advertised and promised. If this isn’t false advertising and false promises made to customers then I don’t know what else is but afterwards I gave up calling and continue to use the notebook. I never thought I would have trouble with it but on November 23, 2007 the video card completely burned out. I contacted Alienware shortly afterwards to ask them if I could purchase any type of video card that would simple just work (forget about gaming or upgrading) so I could at least use the notebook. Unfortunately Alienware stop supporting and making any type of video card for my laptop, and I was told to call “Uniwill” once again to purchase a video card and once again I called, left messages and I never received a return call. I wonder if Uniwill is a prefabricated company created and owned by Alienware to prevent lawsuits. I also researched the Internet; eBay and tried to see if someone out there had anything I could possibly use, but all I found was a very long line of Blogs, many hate websites with a massive amount of posted threads of complaints of many unsatisfied and unhappy Alienware customers who where ripped off and lied to by a company filled with false advertisements, promises, and deceit. I purchased a three thousand dollar Alienware paperweight, and now I've joined a long line of unsatisfied customers. Alienware a criminal company (Dell would never screw their customers like Alienware).

Anonymous said...

I purchased an alienware 9750 laptop. It died the first day I had it within 20 minutes of opening it up. I sent it back for repair and had it for 2 days and it was worse than when I sent it in. I purchased this computer on November 5th and have only had it for a week so far. The 3rd time I received id back it was scratched up extremely bad, and had an oily substance and someones lunch particles in the key board. Its now March 31st and I still haven't received the computer back. They said they were building me a new computer but so far its taking 5 months to do so. They say they refunded me some money to an account thats been closed for 4months and they only refund to the original account. So if you are going to purchase anything from alienware be aware that they keep all your credit card information on file. They will not refund you the money unless it goes to the original account to you will have to sue them to get your refund back.So far this is the worst company I have ever dealt with in 25 years.If you buy an alienware product good luck to you.

Anonymous said...
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Anonymous said...

Im trying really hard right now not to throw this piece of $hiT out the window. I hate this computer. But what am I supposed to do, 2000 dollars later I cant afford to get a new one right now. Alienware sucks and they know it.Huge piece of crap.

Anonymous said...

Well, here’s my Alienware gripe: I started having issues in Jan of 08. After doing a lot of reading and research on the internet, I started trying to trouble shoot my P.C. Nothing that would void the warranty; just things along the line of reseating all components and then removing one of the vid cards and one of the sticks of ram, to try to determine which component was bad. After a few days of this, and a call to alienware and running the ram test software that they wanted me to run, I took the P.C. to a local shop for more testing. All of this culminated in the conclusion that either the motherboard or the main CPU was bad.

Called Alienware, had a long talk with the "technical support" guy, and went round and round trying to get an RMA for my P.C. Basically, the person on the other end wanted me to go through all the same steps with him again, while he was on the phone. So, I played along, and finally got an RMA and sent in my P.C.; paying and extra $30 to package the thing. I no longer had the original boxes, as the PC was three years old.

My computer is gone for three weeks. I get a call from tech support, and the caller states that my case has a 'few scratches' (exact words) and do I want to buy a new case? Of course, I think this is just underhanded sales tactics so I politely decline. When my PC arrives a week later, it looks like a Rhinoceros attempted to mate with it. Damage to the front door, top of the case and left side included cracks, chips, broken lights, joints flexed out of true, and what looks like a nice grinder stripe along the top. I call back and complain, and am told that I failed to properly package the PC when I shipped it to them. They took pictures of the PC and emailed them to me, and all I saw was lots of packing P-nuts and bubble wrap. I felt that the pics were non-conclusive. Furthermore, I told the manager (because of course I escalated) that they paid for shipping, not me; therefore it had to be them that went after FedEx for damaged product during shipping. OF course the manager lied to me and told me that FedEx's insurance only covered 'lost in transit'. But, after pointing him to the FedEx website, and reading FedEx's insurance agreement to him, which clearly states 'lost or damaged in transit' they gave me an RMA. The RMA wasn’t for the case, however, it was for the broken PC that they never fixed the first time they had it for a month.

So, to recap, I send in my PC for a repair, and when they send it back to me; not only is the case broken, but the original problem was not fixed. So, I get my PC back a few weeks later, and while they replaced the motherboard and both video cards, the case was still broken, despite a manager's assurance that it would be replaced.

And here’s the VERY best part: Less than a week later, the PC is broken again due to a wiring issue with the HDD raid array.

I love the comment about the 'feedback' team that was created just to handle this sort of thing. Although it’s funny that when I sent in TWO separate feedback forms, I failed to get so much as a single response. Which tells me that the whole 'feedback' thing is nothing more than a half hearted gesture with the sole aim of getting the heat off the back of a company whose advertising is misleading and whose 'support' is worse than inadequate.

I was going to let the whole case issue slide, mostly because I was getting so angry that I really felt it was unhealthy for me, especially seeing as how the PC was working again and that was what I wanted. Now, however, after two attempts to fix the thing, and two SPECTACULAR failures: I think I'll just file a complaint with the BBB (both in the state where I purchased it and in Fl. if I can) and take my PC to a shop locally and tell them to fix the damn thing and to hell with the warranty.

It’s not worth the paper it's printed on.

Anonymous said...

I bought a fully loaded m9750 two weeks ago and received it last weekend, hugely disappointed...The initial excitement faded quickly when I realized the CD-rom won't eject and I was not able to install any of my favorite games. Called the customer support and they asked me to loosen the screws fixing the CD-rom and it did not work. Eventually I was able to eject the disk reader with a paper clipper while they promise to ship me a new CD-rom. Installed a few 3D games and my nightmare started. Graphic card died every 10 mins during 3D rendering process. I had to call the customer service again and they said it is simply a driver issue, asked me to uninstall the driver and reinstall it with the companion CD. The problem was the CD rom was not even working.... Eventually open the CD rom with clipper again only to receive the error message that "the driver is not compatible with your hardware". Customer support personnel said they have apparently shipped the wrong companion CD. Finally I was able to download the driver from internet but it does not solve the problem. My patience finally was running thin and I had to send the machine back in a box. Let's see if they can fix the problem after some "extensive testing"... By now I don't hope much any more

Anonymous said...
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ibelonginhollywood said...

Dear Alienware President and/or CEO-

In August, 2007, I purchased from your website an Alienware Aurora M9700. Customer ID number 431318, Order number PC-515487, Invoice number 351814. I am writing to DEMAND a refund or REPLACEMENT!

Upon ordering this computer, I was very excited. ALTHOUGH I PAID A TOTAL OF $2,399.44, I was confident that it would be well worth the price paid…I was SADLY MISTAKEN! When I received my computer, I took it out of the box and powered it up, as the directions stated. Once the power was on, it started making a clicking noise. I called your “tech support” and spent 2 HOURS ON HOLD, AND EVERY TIME I SPOKE WITH ONE OF YOUR “REPRESENTATIVES”, I WAS TOLD, “PLEASE HOLD TWO MINUTES.” After my long wait and some very unprofessional conversation and troubleshooting, I was told to take a SCREWDRIVER to my new computer and remove one of the two hard drives. I told your “representative” that I was very uncomfortable doing this, as I was not by any means a computer technician, nor did I have the proper equipment to ensure that I was grounded, so I didn’t shock the computer with static electricity. Reluctantly, I did so anyway, and was told to send the hard drive back when I got my new one in the mail. For the next few days, I had to sit on the phone for countless hours, attempting to reinstall windows on only one of the hard drives. I had to repeat this process AGAIN when the new hard drive came. Had this been the only problem I ran into, I would not be writing this letter…

Other problems that have come about since then have been as follows:

1.) Constant crashes and loss of information (reported, unresolved)

2.) Countless hardware error messages (reported, unresolved)

3.) Problems with video card (reported, unresolved)

4.) Completely lost administrator account, along with 80+ gigs of IMPORTANT INFORMATION! (reported, unresolved)

5.) HORRIBLE CUSTOMER SERVICE AND TECH SUPPORT

a. Never given straight answers

b. When I had a problem with the wireless card, I was AGAIN instructed by your less than stellar support staff to COMPLETELY REMOVE THE KEYBOARD IN MY LAPTOP AND DIG INTO THE MOTHERBOARD!!!! I again told them that I was not qualified to do this and that I did not have the proper equipment!!

c. Today, I called to speak with someone about my disappointment with your company and spoke with a customer service rep named Mike. After some time, he finally agreed to transfer my call to his supervisor. He told me “please hold two minutes”. I proceeded to hold for 10 minutes. The “supervisor” then got on the line. This supervisor’s name is Eddy Ramos, agent ID# 00377,Customer Service Supervisor. I explained to him that my computer was a LEMON and demanded a refund or replacement. He told me that this was not an option. I demanded to speak with his superior and was told, and I QUOTE: "You are higher position you can reach customer service dept."

To my knowledge, this means absolutely nothing in the English language.

I asked him to transfer my call to Alienware’s ombudsman, and he refused. I continued to demand to speak with the ombudsman, and was continuously denied. Eventually, your customer support “supervisor” informed me that he did not even know what an ombudsman was, and refused to transfer my call to someone who might be able to assist me further.





In closing, I am again DEMANDING A REFUND OR REPLACEMENT! It is my FULL INTENT to forward this letter to the BETTER BUSINESS BUREAU, THE FEDERAL TRADE COMMISSION, MIAMI DADE LOCAL BUSINESS AUTHORITIES, as well as LOCAL AND NATIONAL NEWSPAPERS AND MAGAZINES. ALSO, I WILL BE POSTING A BLOG http://downwithalienware.blogspot.com/ . THIS IS NOT A THREAT, RATHER A DEMAND FOR TRUE CUSTOMER SERVICE, AND AN ATTEMPT TO SWAY OTHERS FROM MAKING THE SAME MISTAKE I DID...THAT IS, DOING BUSINESS WITH ALIENWARE.

Anonymous said...

ALIENWARE IS THE MOST CROOKED COMPANY IN AMERICA. THEY DO NOT STAND BEHIND THEIR PRODUCTS. I BOUGHT ONE OF THE THEIR FIRST MODELS - PAID MAYBE 7,000 FOR IT. IT WOKED FINE. THEN THEY GOT TOO BIG FOR THERE FLORIDA BRITCHES. I RECOMMENDED THEIR CRAP TO TWO OTHER PEOPLE AND THEY SCREWED THEM AS WELL. DO NOT TRUST THIS COMPANY FOR ANYTHING - NOTHING.
JEFF KOOPERSMITH, PALM BEACH

Anonymous said...

ALIENWARE IS THE MOST CROOKED COMPANY IN AMERICA. THEY DO NOT STAND BEHIND THEIR PRODUCTS. I BOUGHT ONE OF THE THEIR FIRST MODELS - PAID MAYBE 7,000 FOR IT. IT WOKED FINE. THEN THEY GOT TOO BIG FOR THERE FLORIDA BRITCHES. I RECOMMENDED THEIR CRAP TO TWO OTHER PEOPLE AND THEY SCREWED THEM AS WELL. DO NOT TRUST THIS COMPANY FOR ANYTHING - NOTHING.
JEFF KOOPERSMITH, PALM BEACH

Zander said...

Hi, I just wanted to suggest that you may want to direct your domain to a site that would be a Forum and blog and all that sort of thing. If you like, I would even be willing to host. You would still own the domain and have full autonomy. You would only have to point your DNS. I hope you will consider this idea, so that the rest of us that have suffered at the hands and incompetence of Alienware can be heard as well as you!

Blessed Be
-Zan

Anonymous said...

Well let me add my two cents as well. I received an email from the Alienware marketing department advertising a 48 quickship desktop that they were offering that included a free "Immersion Bundle" which consisted of a monitor and a set of speakers. After receiving the offer I went their website and obtained an Alienware Titanium card with no problems. I placed an order for the computer that was offered in the promotional email, as stated in the offer it was to ship within 48 hours. Three days later I call back to confirm it had shipped only to find out that no only had it not shipped, they were not including the "Immersion Bundle" as offered. After talking to the agent he said he added the "Immersion Bundle" to my order and it would ship the next day. An hour later I got an email confirming the addition to my order....and also showing I had been charged for it. One more call to them supposedly got the cost removed. Two more days later I called to confirm shipping, they said it will ship by noon today. Two days later I called again, they said it would ship the next day. Three days later I call once more and I'm told that my order is on hold, when I ask why I'm told they don't know. After looking into the agent told me my order was delayed because I kept changing it. I informed him that I had NEVER changed my order, they just got it wrong the first time. I asked to speak to his supervisor, he said that I could but then spent 11 minutes telling me why I didn't need his supervisor. All of this time I continued to ask to speak to somebody that could straighten this mess out. Finally he said to hold and he would get a supervisor, only to get back on the phone and say his supervisor was out of the building. He then stated that he would resubmit the order and it should go through no problem, he sees where the mistake was made. I've never seen such imcompetence. I've giving them 24 hours to ship or my order will be canceled. I know I'm a fool for not canceling it already, but unlike some people here I've had good experiences with using their systems and I would really like a new one, it's just a pain to get one.

Alienware Repair said...

Hello,
I totally agree to you. Because people do come to me with complaints that their alienware machines has got problems but they are not getting desired reponse from alienware's side. This is really a pitty on Alienware's part to provide sucha a horrendous after sales services.

garyculb said...

My name is Grant Culbertson. My communication is to inform All of the troubles I have encountered while dealing with the company Alienware.  I purchased an ALX computer for the sole purpose of owning a top of the line gaming computer for over $7,600.  What I received was a faulty and malfunctioning device. We started having problems from the moment I removed it from the box.  I then contacted the Alienware support staff to solve these problems.  The issues were hardware. They sent me several new pieces of hardware. I even purchased more memory from Alienware in attempt to solve the issues. After I had made over 40 support calls the company finally agreed to have the computer sent back to Alienware to have it repaired.  They took a week to repair the computer and sent it back to me. However, the PC was not fixed. I experienced the same problems as before. More support calls and again the company asked me send to the computer back in to have it repaired a second time.  I told the company that fixing this computer was pointless. It was a lemon.
We requested from Alienware either provide a new computer of equal value or a full refund of the $7,600 I spent to buy the computer.  The company has sense refused to provide me with a either request and has been very uncooperative, rude, and unprofessional. The first contact person I spoke to was a Verohnika Bau at the phone number 1-305-251-9797 ext. 2016.  Mrs. Bau’s superior’s number is Christian Mayorga at 1-305-251-9797 ext. 2014.  I tried to file a complaint with the company but, was directed back to Mr. Mayorga. His superior algedly is the CEO of the company who can only be reached by E-Mail (ceo@alienware.com).
If there is anyone out there looking to get a high-end gaming computer I would suggest to go anywhere but Alienware.  BEWARE OF ALIENWARE. May I suggest you do an internet search of problems with Alienware BEFORE you purchase any products from this vendor. Now, I am left out to dry after spending over $7,600, days of time with their technical support/ staff and have no computer.

garyculb said...

My name is Grant Culbertson. My communication is to inform All of the troubles I have encountered while dealing with the company Alienware.  I purchased an ALX computer for the sole purpose of owning a top of the line gaming computer for over $7,600.  What I received was a faulty and malfunctioning device. We started having problems from the moment I removed it from the box.  I then contacted the Alienware support staff to solve these problems.  The issues were hardware. They sent me several new pieces of hardware. I even purchased more memory from Alienware in attempt to solve the issues. After I had made over 40 support calls the company finally agreed to have the computer sent back to Alienware to have it repaired.  They took a week to repair the computer and sent it back to me. However, the PC was not fixed. I experienced the same problems as before. More support calls and again the company asked me send to the computer back in to have it repaired a second time.  I told the company that fixing this computer was pointless. It was a lemon.
We requested from Alienware either provide a new computer of equal value or a full refund of the $7,600 I spent to buy the computer.  The company has sense refused to provide me with a either request and has been very uncooperative, rude, and unprofessional. The first contact person I spoke to was a Verohnika Bau at the phone number 1-305-251-9797 ext. 2016.  Mrs. Bau’s superior’s number is Christian Mayorga at 1-305-251-9797 ext. 2014.  I tried to file a complaint with the company but, was directed back to Mr. Mayorga. His superior algedly is the CEO of the company who can only be reached by E-Mail (ceo@alienware.com).
If there is anyone out there looking to get a high-end gaming computer I would suggest to go anywhere but Alienware.  BEWARE OF ALIENWARE. May I suggest you do an internet search of problems with Alienware BEFORE you purchase any products from this vendor. Now, I am left out to dry after spending over $7,600, days of time with their technical support/ staff and have no computer.

Anonymous said...

guy if u want a high end gaming desktop ask ur local pc shop or the kid down the street to build u one or better yet build one urself

most of the time big name pc makers give u a 20$ psu look around for urself it causes lots of problems

build it urself or have a pro build it not the underpaied guy who is not a tec in a shop geting paied minimum wage

Anonymous said...

The Alienware Corporation never obtained FCC certification yet was selling computers with the FCC stamp on the chassis. Tests were never conducted regarding electromagnetic interference and chassis shielding, compliance issues were not addressed, documentation was not submitted, engineers were not consulted, etc. This indiscretion affects every computer that left that factory, thousands of them. About one year after Dell purchased the company the FCC stamp promptly came off all computer systems, but did Dell do the right thing and correct the issue with a product recall? Dell is indeed aware of the unacceptable radiated and conducted emissions. While electrical interference may be an issue, what about the health risks posed to customers and families who purchased Alienware products in good faith? Images can be found on e-Bay as evidence the FCC stamp was used all throughout Alienware’s history. Please refer to the following images of unauthorized FCC stamps on Alienware products currently on e-Bay right now:
• e-Bay Item 250548536172 by seller paperchaser04.jpg
• e-Bay Item 250545242082 by seller gomezandres48andres.jpg
• e-Bay Item 370305046034 by seller bargain_crh.jpg
• e-Bay Item 230410991284 by seller kikpew8.jpg
What other transgressions have Alienware decision-makers orchestrated? Stay tuned to the internet.

Anonymous said...

I purchased an alienware mx51 notebook 12/2008 and exactly 1 year later it's DOA;( I never moved it as it served as my htpc and gaming machine hooked up to my vizio plasma. Tried to get some help from alienware but no luck there. I did the best thing I could do, sell it on eBay as a "broken alien puter" a computer guy bought it and told me it was the graphics card. Took the $500 from the eBay sale and bought a mac mini and have not looked back. I can play crisis in full settings and bluray rips with no problem, all for less than half what alien charges. "once u go mac u will never go back"

Ron said...

Purchased a AREA51-7500 in November 2008 . . . Nothing But Troubles . . . From the moment the FeDex RETARDS tumbled it at my doorstep at 10:45 pm yes that late at night ! Side alienhead logo does not stay lit and changes color due to bad connection. Computer simply Lock but not due to spyware or a virus but for some other known reason. Bottom Door Hinge came off . . . What a waste . . . I really dug alienware . . . until they buried me in dissappointment . . :-(