It's been over 3 years since I wrote this review of my Alienware experience. You might wonder why I don't take the review down as being outdated. Well, I'll tell you why. If you do a google search for "alienware review", my review is the very first hit. As such, that page gets quite a bit of traffic. To this day, I still get emails from people who won't buy from Alienware because of my review. I also get emails from others who continue to have terrible experiences with them. One reader recently wrote me about her experience with their support. She wrote a letter to them. It read:
On July 5 my computer screen went black. I called support. They wanted me to open the computer and perform complicated maneuvers within to detect the cause. I did not have time. I was moving two days later and was busy packing. I PLEADED with the technician to allow me to send the computer in AT MY OWN EXPENSE, if necessary, in order for it to be repaired while I was moving. She REFUSED. She told me that if I took it to anyone else for repair that it would void my warranty.
So I moved. Then I called July 8 & 9 to talk w/ support. I went through all procedures as they instructed me. They determined that two parts were needed and said they would be there in 2 - 4 business days. I PLEADED with the technician to send the parts overnight AT MY EXPENSE. He REFUSED. He said that could install the parts myself to expedite things and that I was to call when they arrived. Two days later the non-essiential part arrived but the essential one did not.
On July 13 I called again. The essential part had not yet shipped. This technician said I would need a repair person to install the part (the story had changed, here). Again, he refused to ship the part overnight - even though it was Alienware's error that it had not shipped out on time, and even though I was wiling to pay for the shipping. It was to arrive in 2 - 4 MORE business days. I called again on July 18. The part had finally shipped. It arrived here July 19 (note ELEVEN DAYS AFTER IT WAS DETERMINED WHAT PART I NEEDED I RECEIVED A PART). This was a violation of the 2 - 4 day rule...
All of this time I could not operate my business for lack of a computer. But guess what.. IT WAS THE WRONG PART THAT ARRIVED! The computer repair man came to install it on July 20 and said he didn't even think that was the part that would fix the computer, even if it were the right one.
I called support again. They insisted that I MAIL THE COMPUTER TO THEM TO REPAIR! After refusing weeks prior! At this point I'm already over two weeks without a working computer with no hope in site. I WAS FORCED BY THIS CIRCUMSTANCE TO BUY ANOTHER COMPUTER SO THAT I COULD OPERATE MY BUSINESS. THIS COST ME OVER $4,000. You can be sure that what I bought was NOT an Alienware system!
I then had to take my Alienware computer to a local shop to have a back-up disc made because I did not trust the company to take care of this for me. This cost me my time and $100. I sent the computer in for repair (more time...). I received it back from repair on August 6. This was 32 days after my initial call for support. I don't even know if it works yet. I haven't had time to try it!
Alienware has let me down in a BIG way. I am bitterly disappointed with this terrible excuse for service. I got so behind on work that I lost a long-term client and several good-sized projects. I am still working night and day to catch up. They have cost me thousands of dollars, multiple hours, and acute frustration. Alienware has lost my business. I believe that they owe me both an apology and monetary compensation for poor service. They did not keep their word. They have not provided the service spelled out in the warranty I purchased.
When I wrote to Alienware Customer Service they offered no compensation whatsoever.
I had multiple problems with this computer and service prior to this incident. This was just the last straw. I will never buy another Alienware computer again.
Thanks for listening,
Kathleen
So, as long as people continue to write and tell me that nothing has improved, I will continue to leave the review up there.
