Hello everyone. I hope you wont mind if I vent a little in my very first post here. I have lurked here for a while now and enjoyed reading all the advice.
I am writing this as a heads up really and to express my intense disappointment with my experience of doing business with alienware.
On the 21 November 2008 they took Â£2669.60 from me for payment in full of an m17 laptop.
I was excited indeed to finally be in a position to purchase such a machine having saved up for more than 2 years.
The machine froze solid the very first time I tried to start it up and by the time I could see the desktop I had 4 user accounts in vista because it took so many attempts and forced restarts.
There was a note on the desktop from them saying they had booted this machine successfully several times (sic)
After many hours on the phone to their tech guys and, after having the machine for only a few days, I was advised to send it back.
The chap I spoke to told me that I could have a replacement machine or get my one repaired. He said that if I got it repaired it would be 15 days but if I got a new one it would take until January and i'd have to pay the postage!
It was collected by DHL on 9th December 2008.
It is now 3rd february and I have heard nothing from them at all.
I have phoned several times but their girls seem to have no way of telling me where my machine is or what is happening to it.
they never once said sorry for sending me a broken machine and making me wait in silence for months for a replacement. they never offered me any compensation or a refund. they have offered no explanation or consolation of any kind.
they have completely ignored all my emails, not even a read receipt!
I feel mugged and abandoned by alienware.
so there it is and a sorry tale too.
be wary indeed of giving your hard earned money to this company.
A few days after I first complained to them they set the problems area of my account to "resolved" ( ! ) I think this goes a long way to explaining how they maintain a good record for customer satisfaction!
thanks for reading, and keep up the good work