Do not buy Alienware

I used to buy Dell both for personal use and for my company, but will never do business with them again. I purchased a loaded Alienware M17x last year with all the next day support and extended warranties that you can buy. When the box came, one of the fans wasn't running right. It took 3 calls and two techs to fix it. After they replaced the fan, my speakers were never the same (fuzzy playback). Three weeks ago, the box siezed up and wouldn't boot. I called into support and was walked through pulling the hard disks and swaping them out to diagnose the issue. I told the guy that this was a work computer and I had a lot of data and software on the box that I didn't want to lose. Net is he sent me one drive which didn't solve the problem, but did cause me to lose my data. Next his supervisor send me two disks which also didn't solve the problem. Finally, the the tech that came out to replace the motherboard broke another circuit board when he was replacing the motherboard. He called me back later to tell me that I had to send the machine in and it would be 7-10 business days to get it back. Dell/Alienware support is so bad that I will never do business with them again and the quality of the product is total crap. Alienware might have been a good company at one point, but not anymore.

 

so because you had a bad experience with your computer your telling people to never buy alienware ? lol this doesnt happen very often and im sorry it happened to you. With all these problems they should be able to send you a new one.
this is a place to help and share not bash a compeny.

 

Come on, this is just pathetic. Posting "Do not buy Alienware" in a forum full of AW customers, and I dare say confident customers to a great extent.
I can understand that you're frustrated with your experiences, but posting such an article here won't get you anywhere.
Btw, where are you located? Spoken for myself I don't have any bad experience with the customer service, and in general the AW next business day service is probably one of the best service you will get for a notebook.
Usually the reps are helpful and polite, at least as long as you speak fair with them.

If you won't buy anything from Dell/AW again that's your decision, but I don't think you can expect sympathy from the AW users over here.

 

With so many companies out there that have PERFECT customer service incidents...I'm convinced! Never Again AW!! **shaking fist**

 

Overall, many of us had bad experience with Alienware (I got the motherboard replaced for my m17x r2 after 1 week of purchase), but they tried to do the best to fix it ASAP, though I was travelling. Even when I bought the system, there was so much follow up until the system reached my house. Even there was a big demand for the machine delivery, I got top priority (I leave in Canada) for delivery and the system was ready and delivered within 5 business days (It should have been taken more than 14 days). I wrote so many times to them, I called them so many times, AW / DELL never complained or ignored me.

Even he specified that the technical support sent him hdd replacement, a technician came to the house to fix it (unfortunately not a very professional one) and now they took his SYSTEM for repair.

Which company does that? He should try getting asus support (I own an ASUS as well and this is what made me go for the AW), with a 2 years warranty and damage 1 year. I had such big problems to fix it and it took me weeks after big complains and writing to the main office in Taiwan, etc. etc...

I also have an m15x and the battery was not charging, the minute I called AW / DELL they asked for the service tag, the guy kept me on the phone for near 30 minutes and finally within 2 days I got a replacement. As a bonus from a 6 cell battery to a 9 cell battery. You tell me why do they have to do this? Who will give you a free upgrade of atleast $50? Because they care about their customers, they try the best possible way to keep on top!

Cheers!

 

I've never had bad experience with AW. Not even one time. I can admit there were issues, but it's how you handle it on a professional level. You can't act like a two yr. old to get things done. The key word here is " professional level " .. You can be an a$$ , but still get what you want " if " you act professionally.

Side note: Once I get my priorities straight " again " , of my spending habits. I can see myself with an AW in the future.

 

They can be a little slow on the uptake, but once they get going you cannt ask for a more FAIR company. Many people here have received a product that was not right but they come through for you in the end. Including building new units for outlet refub's with upgrades for our trouble. I say God Bless Dell and a Merry Christmas to them and all of you.

 

I have to agree with the op for the time being as much as I love alienware and want there mobile line to do good I think alienware needs to look more into redundancy with there mobile line with having atrocities like the m11x hinges happen its no wonder why some people get frustereated and make posts like these. I realize this is more bias then anything.

With that said I still want every model m17/15/11x and think there top notch laptops. My opionion is marred by being an early adopter of alienware mobile line when it was first released, I bought there second laptop they came out with and still use it today. I struggled with it throughout its useable life and it was very very frustrating. I got hundreds of blue erros, etc...heat things falling off, all that. It didnt have a warranty so I had to just deal with it like many laptop manufactures do. I did use it alot though, I played many thousands of hours of wow with it, but seeing something as simple as a hinge defective m11x is kinda disapointing to say the least especially after it had already happened to a previous model only a year before it and it was a big deal to. You would think someone in there offices would get the notion to change the design so it wouldnt happen again. I think it can be looked at as a spit in the face if it were dell doing it, either way its kinda moot point, alienware is leading the charge in mobility line of laptops and thats all I care about. As long as alienware does good, then there will be laptops like alienware that we all can enjoy just as much and use for gaming.