Today (25th May) I recieved a reply to my fake e-mail that I sent Alienware, and for your viewing pleasure, here it is in entirety: Please stop eating or drinking before reading as I won't be responsible for you choking, or spitting up on your screen/keyboard!
Response (Alienware) 05/25/2006 09:52 AM
Dear Mr. Kennedy,
First of all, thank you for corresponding with us here at Alienware Sales. Our apologies for this delayed response!
We regret to hear of your disappointment regarding our customer service based on the several different negatives feedback you have found online. In regards to your concerns, we continue to wonder if any of these individuals actually own an Alienware system, or if they have spoken to the thousands of people that have great working systems (since 1996). We have been building the most solid, best performing systems for years now. While there might be people out there trying to tarnish our reputation, we keep growing and growing because of the quality of our services, so we have no need to worry about vile threats.
All of our systems are shipped in a fully operational state after having gone through our 200 point quality control sequence. If there has ever been an issue with the functionality of a system when it is received, it is immediately addressed by our support team, and taken care of to the customer's satisfaction
Every system that is ordered on the website is shipped and received --- unless otherwise CANCELLED by the customer before it ships out. The lead time we manage fluctuates often, but we cover our posted lead time in most cases. If there is ever a delay in the lead time for an order, it is normally due to stock issues, and the customer is immediately notified and compensated.
Our 200 point Quality Control process --- when the system is integrated, and all the components and software go through a burn-in period, and are tested to ensure there are no issues. It is breakthrough in the Industry, and assures our quality level to the end-user.
ALL of our systems are manufactured at our corporate headquarters in Miami, Florida. The telephone number for our Corporate HQ is (305)2519797.
We have award-winning Customer Service and Tech Support, and have just upgraded our phone systems to handle any amount of traffic that could come along. If you ever have any problem reaching this department, please send me an email with your phone number, and I will be more then happy to arrange for someone to call you.
Our systems have the most competitive pricing on the market, and are the most accessible customizable computers in the world, hands down. You can compare and contrast our pricing with any one of our competitors, and see that Alienware will come out on top in overall support and general pricing.
As I said earlier, there are people who will go out of their way to tarnish the reputation of a corporation...nonetheless we move forward and just keep building the best computer systems on the face of the earth, and let our positive reviews, mentions on magazines and most importantly our happy customers speak for themselves.
As you can plainly see, there is nothing to be "exposed" and nothing "fraudulent" about our corporation as these websites claim. You may call us at anytime so we may explain the Alienware difference to you, and rest assured we WILL be here for years and years to come, building the best systems in the world for all high-end computer users.
We would like to re-direct you to Reseller Ratings, with almost twice the number of customer reviewers as Dell, Alienware scores almost 3 times higher in customer satisfaction on ResellerRatings.com. where different site users are 100% responsible for evaluating 100% of the companies listed.
I hope the information provided here is helpful.
Please do not hesitate to contact Alienware?s Sales Department at 1-800-494-3382 if you have any questions or concerns. Our office hours are from 9 A.M. to 9 P.M. (EST) on weekdays and from 10 A.M. to 6 P.M. on Saturdays.
Thank you for choosing Alienware.
Electronic Support - Sales Department