Dear President of Alienware,
I regret that I am writing you to inform you of my serious displeasure with the quality of the product and service I have received from Alienware.
Since I purchased my m15x laptop in August, I have had several
difficulties with it. Purchased on August 11th, it was significantly delayed in production because the video card was not in stock. It arrived in mid-September, too late to use at the start of my school year.
Immediately on arrival, it was apparent that the up-arrow on the keyboard was broken and became detached.
Within a week of receiving the computer, the AC adaptor cord became significantly frayed, requiring replacement. Despite returning the frayed adaptor in the packing box with the appropriate label, my account was charged for the replacement adaptor.
The keyboard was not properly installed, and became unseated, resting on its own attachment wires. I had to disassemble the computer, reposition the wires and reseat the loose keyboard. During this process it became apparent that the cause of the loose keyboard was an unfastened screw that was found free within the case of the computer.
One of the latches which hold the battery was faulty, with only one side engaging to keep the battery attached. This required me to send my computer for repair. I sent it for repair at the end of November, immediately before my first term finals. It is now the end of January, over two months later and my computer is still in for repairs.
I was told on the phone that the turnaround time for the repair process would be two weeks including shipping. Although I understand this was only an estimate, I agreed to the warranty repair work on the basis of this estimate and feel I was mislead. How a repair company can be "waiting on a part" for over two months is very confusing.
When I asked if the up-arrow on the keyboard could be fixed while it was in for repairs on the battery latches, I was told multiple times that that would not be possible. Instead Alienware would have to fix the latches, send me my computer then send me a new keyboard which I would have to install myself. Later e-mail correspondence indicated that they would "try" to get the service department to look into the keyboard issue, but this was only rather recently.
I find this situation to be insulting and embarrassing. I say embarrassing because I feel foolish for having spent so much money on what I thought to be a quality product. This is not some $500 laptop from Future Shop. I paid $3,517.80 for this computer and I have been completely dissatisfied with it for the limited time I have actually had it in my possession. I have been equally dissatisfied with your company's service since I purchased it. Although Alienware has since offered to extend the warranty by two months, that is completely insufficient to assuage my feelings of inconvenience as the computer has been in service for a period of time exceeding the offered extension.
The customer service and support representatives I have contacted by phone and by email have been less than helpful. They frequently have no idea what is going on. They frequently say they are able to do nothing for me. They frequently ask for 24-48 hours to gather information and then never reply until I again question them weeks later. When they do reply, they say that the service department is still waiting on a part.
I am a second year law student, and purchased this computer to use in my studies. Not having it is a significant detriment and an incredible inconvenience. I was willing to pay a premium for the system with certain expectations of quality and service. These expectations have simply not been met in any way.
This entire situation is frankly unacceptable and I am incredibly dissatisfied and disappointed.
********
Account number ******
Canadian phone number *******
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