Dear Mr. Aguila,
After making contact with your counterpart, Nelson Gonzales, some months ago and asking for his assistance regarding my horrific experiences with both the purchase and subsequent servicing of my Alienware m7700 laptop, I am now contacting you as last resort at the prompting of Ed Foster, who assured me, and I quote from his response, "I'd suggest you write Alienware president Alex Aguila at Alex@Alienware.com
, and let him know that you're writing at my suggestion. He told me he wanted to help make sure all Alienware customers got the support they deserve, and I assume that's still true even with the Dell acquisition. Let me know how it goes. Ed Foster"
The reason for making the requests which follow should be abundantly clear once you've read the entire sordid tale, as shown below, but suffice to say since my laptop is completely unusable for the purposes it was intended, I am requesting that you comply with one of the following courses of resolution:
1) Since the system is completely unusable for longer than 5 minutes, I am requesting that you ship me either a brand new m7700 laptop configured in a manner not less than identical to my original order, and preferably with equipment and specifications far in excess of my original order, or,
2) Ship me a brand-new, top-of-the-line Alienware laptop, with complimentary upgrade to Microsoft Vista Business, by way of compensation.
3) Refund the entire cost of the system, cancelling the purchase agreement, listing the payment plan as "Paid in full and as agreed" with all three U.S. credit bureaus, plus compensation in the amount of $1000 USD.
I await your response, and shall be happy to share it, good or bad, with all parties that are aware of my predicament.
Alex McCarthy ____________________________________________________________________________
> Dear Ed,
> As both a long-serving IT professional (20+ years and counting), and frequent reader of your esteemed epistles, I thought I'd take a moment to add my voice to the seemingly endless list of people who've been burned by Alienware.
> The outline below is a very sterile version of events, but suffice to say I remain unsatisfied that my $5000 laptop is in fact a giant paperweight.
> Whatever you can do to right this wrong would be greatly appreciated.
> With best regards,
> Alex McCarthy.
> This was supposed to be my dream machine:
> Alienware Area-51Â® m7700
> Processor: IntelÂ® PentiumÂ® 4 670 Desktop Processor w/ HT Technology
> 3.8GHz 800MHz FSB 2MB Operating System: MicrosoftÂ® WindowsÂ® XP
> Professional with Service Pack 2
> Warranty: 3-Year AlienCare Toll-Free 24/7 Phone Support with Onsite
> Service Bundle with AlienAutopsy and Respawn Video Card: 256MB NVidiaÂ®
> GeForceâ„¢ Go 7800 GTX LCD Display: 17" WideUXGA 1920 x 1200 LCD
> Clearview Display with Built-in Camera
> Motherboard: IntelÂ® 915P PCI-Express Chipset
> Memory: 3GB Dual Channel DDR2 SO-DIMM at 533MHz - 2 x 512MB / 2 x
> 1024MB Hard Drive: Single Drive Configuration - 100GB 7200 RPM ATA100
> Primary CD ROM/DVD ROM: 8X Dual Layer DVD+/-RW / 24X CD-RW Combo
> w/Software Secondary CD ROM/DVD ROM: 8X Dual Layer DVD+/-RW / 24X
> CD-RW Combo w/Software Sound Card: IntelÂ® High-Definition Audio
> Primary Battery: AlienwareÂ® m7700 12-cell Lithium-Ion Smart Battery
> Pack Additional Battery: AlienwareÂ® m7700 12-cell Lithium-Ion Smart
> Battery Pack
> Communications: Integrated 10/1000Mb Gigabit Ethernet & 56K V.92 Modem
> Wireless Network: Internal Wireless 802.11b/g miniPCI Card
> Bluetooth: Bluetoothâ„¢ PCMCIA Type II Adapter Floppy Drive: USB Floppy
> Drive Mobile Transport : AlienwareÂ® Premium Backpack XL Alienware
> Exclusive Offers: 10% off your next EB Games online purchase Free
> Alienware T-Shirt: Free AlienwareÂ® T-Shirt - Black Desktop
> Enhancements: Exclusive AlienGUIse Theme Manager Free Alienware
> Mousepad: Free AlienwareÂ® Mousepad
>  Free Shipping Mail-In Rebate; on Alienware systems excluding
> peripherals - Continental U.S. Only  $200 Mail-in Rebate; On select
> notebook systems  Special Financing Offer; 6 Months Same As Cash
> Financing with the Alienware Credit Card
> SubTotal: $4,990.00
> Shipping: $104.00
> Discount: $0.00
> Tax: $0.00
> Order Total: $5,094.00
> Here's what I got...
> It's been said time and time again, on who knows how many websites, but it's worth saying again, Alienware is probably the worst computer manufacturer on the planet!
> WOW! Strong words you think. What has Alienware done to piss this guy off? Well, brew a fresh pot of coffee, crack open a Red Bull or tap a vein and sit back, my fellow gamers, while I tell you a tale of hope, disappointment, anger, despair and the US legal system.
> When you want to break the bank on a boutique gaming system there are really only a few players in the market space, namely Voodoo, Alienware, Falcon Northwest and the like. Letâ€™s face it, if boutique systems were cars, theyâ€™d be the Ferraris and Lamborghinis of the world. This being the case, when you place an order for a system that tops $5000 you expect the absolute best, and so it was the case when, after months of research, I placed my order for a brand spankinâ€™ new Alienware m7700 laptop with absolutely EVERY bell and whistle to be had, back on November 14, 2005.
> Alienware would have you believe the elite car analogy goes even further, because in much the same way all Ferraris and Lamborghinis are hand-built and take time to lovingly craft, so too Alienware claims, â€œwe build them like our ownâ€