AlienWare Customer Support ****s
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Thread: AlienWare Customer Support ****s

  1. #1
    Join Date
    Jul 2006
    Posts
    2

    Exclamation AlienWare Customer Support ****s

    Received an Aurora 700A today (two weeks late) from Alienware. Right out of the box it didn't work. Spent two hours with tech support and he had me take the laptop apart three times to help him diagnose the problem. He finally decided that there were two new parts needed which he wanted to charge to my credit card and would not guarantee that it would work. When I told him that we lived close to Miami and could bring the machine in he said it would take a month to fix. At that point I told him I was returning the laptop which took him by surprise and he had to get special approval. I sent it back and went to Circuit City and bought a high end Sony which did work out of the box.

    This is a company who may make a good machine but if you have problems be prepared for a very difficult time. I wouldn't take a chance again nor would I recommend them to anyone.

  2. #2
    Join Date
    Mar 2002
    Location
    Spangdahlem AB, Germany
    Posts
    435
    I feel your pain. Here is the link to my post here on this forum about my Alienware Nightmare. After a long 5 month battle though, I got a 100% refund. With that, I bought the parts for and built my gaming system (in signaure) and still had enough to buy an Acer 5672 laptop. Good luck with the return.


    HTML Code:
    http://discussions.hardwarecentral.com/showthread.php?t=168447

    sjracer
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    Main System
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  3. #3
    Join Date
    Jul 2006
    Posts
    2

    Exclamation Refund is Coming from Alienware

    I was so ticked off at Alienware that I asked to speak to a supervisor and of course he was in a meeting. Then I told him that I was returning the computer and disputing the charge. At that point he said he had to talk to someone. He then came back and said my refund will be posted to my credit card in 3 days and gave me a return authorization number. If it's not there by the time the payment is due I will dispute the charge. This outfit was recently bought by Dell who have a good reputation with customer service. I am going to giove feedback to Alienware and Dell. This outfit should not be able to continue with this kind of customer service.

  4. #4
    Join Date
    Aug 2006
    Posts
    1

    Similar story; my Alienware Nightmare

    I too have had months of hell with the Alienware/Dell bunch of losers. Read my blog post on weathermon.com
    http://blog.irvinephotography.com/WordPress/?p=17

    It is STILL not over yet. Every time I think there's an end, there isn't.

  5. #5
    Join Date
    Apr 2000
    Location
    UK
    Posts
    8,466
    Do you think this is related to the takeover (i.e. transition difficulties) or have they always been rubbish?

    Dell customer service isn't too bad considering their size/reach, IMHO.

  6. #6
    Join Date
    Nov 2000
    Location
    London, England
    Posts
    11,079
    Always been rubbish. Whats up with supervisors and meetings.. seems like thats the standard line from everyone lol.
    R.I.P Rangeral, To one of HWC's best moderators and a great guy

    By the way, what does BTW stand for?

    It is better to be tried by 12, than carried by 6.

  7. #7
    Join Date
    Jun 1999
    Location
    San Jose, California, USA
    Posts
    2,676
    Thank God I went somewhere else for my Son's expensive laptiop after hearing all of the forum's advice..

    Current Main Rig:
    AMD FX55 @ 2.9 GHz
    2 GB PC 3200 DDR RAM
    ABIT KN8 SLi motherboard
    ATI X1900XT O/C to XTX speeds

    Retired Rig:
    AMD Athlon XP 2500+ Barton @ 2387 MHz. (217*11)
    512MB DDR RAM @ 436 MHz. (PC 3700)
    Abit AN7 motherboard
    BFG GeForce 6800GT OC!

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