2006-02-20T18:37:00.000-05:00

Home Sweet Home.

Today I got my notebook back. 62 days after the first call to Alienware tech support. I have an Alienware Rep that visits NotebookForums.com to thank for pushing my issue through. I am very grateful.

I highly advise that you use that site to resolve issues that do not get resolved by contacting Alienware directly. They seem to support both Notebooks and Desktops on that site.. so don't get fooled by the name of the site.

I still feel decieved that I paid for onsite customer service and no where near the purchasing page does it say what applies and what doesn't apply.

Issue resolved...

2006-02-11T09:38:00.001-05:00

Mamma Mia Miami:

I logged in to a forum site yesterday called Notebook Forums. I added the link to the right side of the blog. Mostly a fan site with people comparing performance of their Alienware but also appears to be a communal self-help forum.

Seems there are some people there who have had similar experiences with Alienware customer service but eventually gotten taken care of.. I reached out for some assistance with my issue and we'll see if this helps the matter.

Some of the responses I got on the site were comical. People telling me that I should of come there for help in the first place..

Geez, i should of known better then to explore ONLY the direct methods of Customer Service with Alienware..

That was so obvious.

Still no call from Suzanne, no update from service on the email requesting status on the LCD problem and/or shipping the notebook back without waiting for the hard drive.

Systems Status : 1 Reconditioned and working, 1 Confirmed dead currently unusable for 52 days and counting with 16 of those days in Alienware's repair facility. I am waiting on Suzanne to call me back and an update on my notebook regarding status of the LCD repair from feedback@alienware.com.

Alienware Friend or Foe? Horror Story? No, sadly, a True Story.

2006-02-10T09:13:00.000-05:00

This has been a long time coming. I should of done this sooner. I have been getting the run around from Alienware for several months now and has now left me with extreme frustration.

If you have any relevant experiences good or bad with your Alienware purchase please respond to this blog....

The Back Story:

In January of 2005 I was in the market for 2 high end notebook PC's based on performance alone, I chose the Alienware 7700M. I preceded to deck these out completely. 2gigs of ram, 80 gig Raid hard drive system. 3.4GHZ process, the big screen.. You name it.. I check the box that said +($MAX)... I ordered the upgraded sound card, I ordered the second battery. You name it. Both machines EXACTLY THE SAME SPECS... Built to order, should ship in 3 weeks.

I was in heaven. I had wanted to purchase an Alienware forever and was about to do it. I was too excited for words (oh the innocence of youth!).

I received my computers in February of 2005. Hmm.. the sound card is external and takes up a PCMCIA Slot??? What? There is no place for that second battery they sold me? There's no way of charging the battery other then replacing the one in the machine? Why would they sell these features without explaining how they work.. Oh well must be my fault, I suck it up. I now have 2 PCMCIA Sound cards I dont use and 2 extra batteries that serve no purpose whatsoever.. My euphoria will not subside just because I wasted $600 on unusable accessories..

Miami, we have a small problem:

1) 30 days in... The LCD screen on system #1 starts to show signs of scratches on the Screen. I think, man have I ruined my notebook already?

Systems Status : 1 Perfect, 1 Slightly Imperfect

Miami we have a not so small problem:

2) 90 days in.. I am working on my notebook on a business trip and it shuts down without warning. This has happened before.. It's annoying but I hit the power button to reboot and up comes the friendly XP logo screen and the scrolling status bar... wait... it's not scrolling.... it's frozen.. Reboot again... same thing... again... same thing.... Call Alienware tech support.. I am instructed to.

a) Remove battery, ram, hard drives, CPU, all in separate diagnostic steps... 2 hours into this call It's determined I have a failed hard drive and that I'll have to send the computer in for service. But i have onsite service, I paid extra!! I am told, they don't do this for hard drives as they have to be diagnosed, I also find out they are just going to format the drives and send it back to me, if one is damaged they will just replace it. Since the drives are raid formation, none of the data can be retrieved from either drive unless both drives are healthy.. This does not bode well for all of my business data. I seek an outside opinion.. Because this is a raid, if the drive is damaged I'll need an EXACT replacement drive so the data can be mirrored off the bad drive and onto the new. Because it is raid formatted this is going to take a few days on the bench and a new drive.... They run a few quick tests.. The drive is fried, i need to get a replacement drive...

b) I reach out to Alienware customer support again and say you know the hard drive's kaput can you send me a replacement drive. They say they will need the drive back first.. could take 2-3 weeks for a complete swap out. I can not wait that long for my computer to work again.

c) While talking to them I mention the scratches on the screen which are now obvious that the keyboard was not seated properly (or poorly designed, however my second notebook is fine). The scratches are now more pronounced and its clearly the shape of the "SDFGH" keys perfectly symmetrical scratches in the lower-left middle section of my display... I am told to email them photos, which I do.....

d) $1000 and 6 days later i have my data, $300 more for new hard drive I had to source locally. My computer is now working again and I have a nice paperweight on my desk and scratches on my screen. No response from Alienware on those photos, but my computer is back and working again.. I give up on the scratches and I get back to work.

Systems Status : 1 Perfect, 1 Slightly Imperfect yet $1300 more expensive.

Miami we may have solved your problem:

3) My computer is still shutting down sporadically without warning. I do a little research and find out that I need to use some compressed air on the vents on the notebook as the system has been overheating (would of been nice to be told this before). Problem solved!!

Systems Status : 1 Perfect, 1 Slightly Imperfect yet $1300 more expensive.

Miami we find your lack of quality disturbing:

4) November 2005.. Notebook #2 stops working. Before it shuts down i notice that it says that the battery needs charging. Well you can't run these notebooks on the battery for longer then 90 minutes it seems so I never have it unplugged. I check. It's plugged in... I call customer service. I am instructed to:

a) Remove battery, ram, hard drives, CPU, all in separate diagnostic steps... 90 mins into this call It is determined I have a motherboard problem. I ask for onsite service. I am told that this doesn't qualify for onsite customer service. I am perplexed as to what could possibly qualify for onsite customer service. Did i spend $300(err... $600, $300 X 2) for nothing? I am sent some fedex waybills etc.. and off the computer goes to Alienware in Miami. Time on the calls 2 hours.

b) the computer is returned to me in less than 10 business days, it's working fine.. i notice that there's a digital clock on the face of the notebook.. That's weird, it was never their before... or maybe it was but was never working... Doesn't explain all the buttons on the face of the notebook, audio level and cd play/fast forward etc controls.. they have never worked and still don't work.

Systems Status : 1 Reconditioned and working, 1 Slightly Imperfect and growingly insecure.

Miami, Remember ME?

5) December 19th, I am moving files on to Notebook #1 to prepare for a long holiday with the family. Leaving on the 20th for 2 1/2 weeks in our secluded cabin and notebook #1 gives the "battery needs to be charged" warning... power supply plugged in.... 15 minutes later... we are in black-out mode... This should be easy.. these machines were built and shipped at the same time. If you could ever isolate a problem using experience.. this is it right???? I call into the trusty folks at Alienware... I am instructed (to my vocal objections) :

a) Remove battery, ram, hard drives, CPU, all in separate diagnostic steps... 1 hour into this call (i am getting good at taking these apart now) It's determined I have a (wait for it.. wait for it)....... Power Supply problem. I object, how can this be, its the same problem as the other computer, they were built the same day, probably by the same people... Can i speak to a supervisor about this? No sir, we must follow procedure.. Well why is it different then before.. I am told that it is determined it is a power supply problem. So I ask.. What about my onsite customer service!!!! No, this is an external part and external parts dont qualify for onsite service. ARGH... But wait!! Alienware to the rescue... We HAVE THEM IN STOCK and will send it out to you and when you get it you can return your defective one!!!. GREAT!!! When will it ship? within 48 hours...... You'll be sent a tracking number in the next 24-48 hours...

b) 48 hours no tracking number. We are 5 days from Christmas. I start drinking egg nog.... December 26th, 7 days after the first call. With the holiday and all I figure maybe the email with the tracking number got mixed up in the season etc... But the package should arrive next day or so... I call Alienware customer support 24/7 number and I ask if they have a waybill number. They tell me, no, we don't... I say well when did it ship... It has not shipped yet.. When will it ship I ask. Unsure, we have none in stock. WHAT??? You said you did... We were obviously wrong.. OK.. I try to calm down, well when are you getting them in stock? I am told he does not know. Could be any day.... I ask to speak to a supervisor, I am told no they are busy talking to customers.. I said, well i am a customer, can i get put on hold.. No you can't. I ask can i ask you to have them call me... They say no.. its really busy, try back in a few days.. that is your best bet... I implore him that it is probably the motherboard and I am waiting for a part you do not have that will likely not solve the problem, can i please speak to someone else who can determine that i just send this computer back PLEASE... I am told no. Time on the call 60 minutes.

Systems Status : 1 Reconditioned and working, 1 Slightly Imperfect and growingly insecure current unusable for 7 days and counting.

c) December 28th. I call back. ask for status... I am told they just got them back in stock!! Yippee When will it ship? It's shipping tomorow!! EXCELLENT! Waybill/Tracking #? I am told I'll get one with 24-48 hours...

d) December 30th. No email... no tracking number. Another phone call.... We believe it shipped, we have no tracking number for it, they are probably behind on the tracking information. But it shipped yesterday, i think... O.K. Thanks.. I'll start looking for it.

e) January 3rd. No tracking number. Gotta have one by now right? I call again. We have no tracking number as it hasn't shipped yet.. WHAT???? I was told it left on the 29th!!! Must of been a misunderstanding, we just got them in. It shipped yesterday I can see it in my system. I again ask for a supervisor, I am told this call does not qualify for being bumped up. I beg for a tracking number, i am told.... 24-48 hours...... I implore that this is likely to not help and if there's anyone that i can speak to that can raise this issue to a motherboard replacement... I am told the part is shipping, lets try this and see how it goes... Beauty... Time on call 45 minutes. I send an email to feedback@alienware.com and the response is that the part did ship on the 29th of December. Well that's clear as mud.. Maybe it got lost in transit?

Systems Status : 1 Reconditioned and working, 1 Slightly Imperfect and growingly insecure and currently unusable for 23 days and counting. Power Supply : MIA.

f) January 5th. I call and ask which piece of information is accurate? Did i get sent 1 on 12/29/05 and one 1/3/06, or just one of the two.. I am told I'll get a call back on this... If I get 2 power supplies just send one back.. (If i can be so lucky!).... Time on call 30 minutes

g) January 6th. The Package arrives!! Yippee. I check the ship date on the package January 4th. I rush to the outlet, i plug it in to wall, i plug it into my notebook... nothing... a faint gasp of the last ION of battery power flickers the blue circle around the power button and that is it. One more press on the power button and I am completely denied, not enough power to display the blue ring.

Systems Status : 1 Reconditioned and working, 1 Slightly Imperfect growingly insecure and currently unusable for 26 days and counting. Power Supply : Now I have Two.

Miami, Hello? Is their anybody out there?

1) I call Alienware. It's not working, power supply did not do the trick. I am instructed to (i try and cut them off by saying if your going to ask....)

a) Remove battery, ram, hard drives, CPU, all in separate diagnostic steps... 60 mins into this call It's determined i have a motherboard problem. I ask for onsite service. I say listen, we've been down this road before, now we have tried EVERYTHING and we have to know its the motherboard. I want that onsite customer service that i paid $600 for. I am demanding it. They transfer me to a "qualifier" he determines that its the mother board for sure and says let me get approval for onsite customer support, please hold. Yippee!!...not..... He says he needs more time can he call me back? He sounds nice, I say do you promise that you will call me back? I have been promised before. He says yes.. To my surprise I get a call back in about an hour, however he says unfortunately this does not qualify for onsite customer support, we don't do motherboards on notebooks via onsite customer support. This guy seems like a nice guy I mean he did call me back. I explain that i do not understand why i paid for the onsite customer support if notebooks don't qualify.. He does not respond. I say well if I am sending this thing back can you please look at the LCD and the hard drive as well? He says this is a big request, let me call you back with instructions. I'll type this up.. He calls back.. gives me RMA#'s for the original (now not defective) power supply and the notebook, they are going to replace motherboard, look at hard drive and LCD monitor. He sends out waybills and instructions... I wish I could mention his name here, he was really TRUELY the only helpful person I have spoken to so far. Time on calls today? 2 1/2 hours.

Going to Miami (Buenvenidos a Miami):

Packages are dropped off at fedex up and sent off, confirmed receipt on January 20th, 2005!

Systems Status : 1 Reconditioned and working, 1 Confirmed dead and currently unusable for 40 days and counting.

1) January 27th. I am impatient (can you blame me?) I call for a status update on the computer. The last time i sent the other one in i had it back in 10 days, maybe they have a tracking number for me? I am told the system is now in Memphis (I am told this is where the work on this type of computer). I don't bother to ask why they had me send it to them and then they send it to someone else... Basically I am told status updates are on Monday, maybe Monday maybe Tuesday will have updated information in the system.... Time on call 30 minutes.

2) January 31st. I call for the update. No update. They confirm receipt on the 20th of January. I am told the updates from Memphis are a little behind schedule. Rest assured, they are working on computers as their priority. They'll send an email requesting status to Memphis, please try back later today or tomorrow. Time on call 45 minutes.

3) Feb 3rd. I call for the update from the email status inquiry... No update received from Memphis. I mention the email to Memphis.. I am told by Karen (not her real name), she's going to send another email for me. I tell her I want to speak to a supervisor, I want my money back for onsite customer service that they do not provide and I am just not happy about how much time I am spending trying to get my computer back. I make sure she realizes that its now 46 days that my computer has not been working. She asks to put me on hold. She comes back and says that her supervisor is going to try and expedite this and that they are really sorry and they will extend my warranty for the time they had the computer in their possession and they will send me a gift certificate. They should of not even said this as the extended warranty of 20 days is not comparable to the $600 i spent and I hope to god its not an Alienware gift certificate because at this point i am never buying anything from them again. I tell her I want that refund and in fact if this is how hard its going to be to keep my computer running i would like them to refund the whole purchase and keep the computer.. I get no response on that request... She says that she is sending another email and that she WILL call me later that day or tomorrow (which is a Saturday). My expectations are low.. but maybe I'll get some info soon. What about the gift certificate what is it for? Amazon she tells me.. Great.. What value?... I need to find out, I'll let you know when I call you. Time on call? 45 minutes.

Systems Status : 1 Reconditioned and working, 1 Confirmed dead currently unusable for 46 days and counting. I am waiting on Karen to call me back and the alleged "expedited" service update.

Stuck in the middle with you:

1) 2/8/2006 4pm EST I send an email to feedback@alienware.com asking for my refund on onsite customer service again, asking explanation of what constitutes onsite customer service and requesting that they just keep this computer and give me my money back. Very quick response that motherboards are not on-site service worthy. How thorough!

2) Feburary 9th, 2006. 4:00pm EST. Karen is MIA. I call and Suzanne (name changed) tells me they have no status other then the computer was received on the 20th of January. Suzanne offers to send a request for more information to Memphis. I said what about the email that Karen sent? What makes you think this email to Memphis will be responded to? She was supposed to call me back. Suzanne tells me no Karen did not send any email she told you that we received the computer 1/20/06 and she offered you extended warranty and a gift certificate. I say no that is not true. First off I am still waiting for what the gift certificate amount is and not only did Karen tell me that she was going to send an email requested status and expedited service but she promised a call within 24 hours. Is Karen around? Can you ask her? Hold please... Suzanne comes back, i still don't have the value of your gift certificate.... Okay, did you speak to Karen? Yes she says, she never got a response from Memphis so she did not call you. Wonderful I explain to Suzanne that, so Karen did not get a response and after 2 days, 3 days did she follow up on this? Suzanne says that she is sending an email now and I am going to copy my supervisor and that will get us some information. Call us back tomorrow and we'll have an update. I ask her to please call me, she says she will if the call activity allows for an outgoing call... Time on call 35 minutes.

3) 2/9/06 5pm EST. I respond to the last feedback@alienware.com email and detail how long I have been waiting for my computer. I get a quick response that says you can only request a refund within 30 days of purchase. Which is understandable but you do not use onsite service till you need it and as soon as i knew that the onsite service does not exist I started asking for a refund. They use the example that a LCD replacement is an example of onsite service...

4) 2/10/06 9AM EST I send a response saying, um, well i have an LCD problem and i asked for isolated repair onsite of solely that issue and I was denied. Where is my computer??? I want my money back. I get a quick response starting with Dear Ms. Customer (name changed). How nice of them... they have referred to me as Mr. in every communication so far..... Anyhow... Status shows the computer has not begun servicing yet.... Well this is an update.. not a good update but an update...

5) 2/10/06 10am EST I respond saying. CAN YOU CONFIRM? its been 15 days. and i was told max was 20 days. Can you confirm you haven't touched this yet? Again a quick response (45minutes) from them that says, sorry for calling you Ms. Customer. with respect to your system it has been serviced, the mother board has been replaced and they are waiting on hard drives. WOW.. in 45 minutes they figured all that out? Waiting for a hard drive shipment... sweet jesus. I dont even need the hard drive. What about the screen....

6) 11am EST I respond with....Please check the monitor scratches and keyboard "seating" and once you have fixed that please send the computer back to me without the hard drive and send the hard drive when it's available..... I make it very clear that I am now stepping up my pressure on this situation and that i find the onsite customer service deceptive and misleading. I tell them i am going to contact my credit card company, the BBB and a local Miami television station to look into their misleading advertising...

1:34pm I just got a response saying they will forward my request to the service center and feedback@alienware.com will forward me the response.... Suzanne.. well... I still have not heard from Suzanne......

Systems Status : 1 Reconditioned and working, 1 Confirmed dead currently unusable for 52 days and counting with 15 of those days in Alienware's repair facility. I am waiting on Suzanne to call me back and an update on my notebook from feedback@alienware.com.

Updates to come.... I hope.

NLTA....

Alienware Woe's. Do Your Homework!

Alienware Friend or Foe? Horror Story? No, sadly, a True Story.