Experience on Returns Ques.

I have a question on returns. I have returned my comp for a refund after they did not configure it for raid 0 and then I had to setup raid, format the hd, and reinstall the OS (This is what I paid them a premimum to do in the first place). Of course I did it with the help of "tech" support over the phone who had to put me on hold every 5 mins to find out how to do stuff. It took 5 hours on the first day to get the system to were it should have been when I received it. Then after a couple other problems I was so fed up I returned it for a refund. On the 15% restocking fee do they include the shipping costs and warranty in their determination of the amount refunded. Lets say it cost $5000 total and included in that amount was shipping $100 and the warranty was $200. Do they take 15% of 5000 or 15% of 4700? It kinds of seems like fraud if they take 15% of 5000 since you can't restock a warranty or shipping (which is non refundable). Also how long does it take for the refund to get credited to your credit card? They have now had the comp back in their poss for 12 days (15 days from date of my shipment). My credit card company says after 15 from date of my shipment I can file a claim. Any suggestions from previous experiences.

 

I wouldn't even return it to them. 15% is fricken thievery. THey are just going to go around and sell the **** thing again. They tried that with me too. I suggest just selling it off ebay. I actually sold my computer for more than I paid for it. SO I got satisfaction of not having that foresaken system, more money, and above all, never having to deal with the AW company again. Sell your system and go to Sager.

 

he already sent it back to them... he's never getting it back. And also, if they dont recredit your card get your credit card company to do it and see what you can do about the 15% restocking fee. I heard of one guy on here who got out of it by saying that alienware didnt provide a working product, or something like that. Either he DID it or he was going to try and do that(two very different things i know) but i did hear something of the sort.

 

Well the restocking fee comes out to more than 15%. They must take 15% of the total amount paid which includes (shipping costs and the 3 year warranty which are not items that can be restocked) and then add on the non-refundable shipping costs to come to the final restocking costs (So your double wammied on the shipping). That is the only way I can figure out how they came up with the number. So in actuallity they charged me 16.68% on the restocking fee on the total amount paid.

 

Wow that sucks...

 

Man... RAID and all.. you seam to know your way around computers... and yet how did you fall into their trap?? I have got myself adjusted with some nut wits going around declaring they are the best thing happened to mankind.. well, I am embarrassed to mention it, but even I too once had my eyes on them.... Another poor chap will soon be getting a brand new (previous owner returned) computer . Anyway, best of luck getting your money back from them.

 

I just work so much I didn't spend much time researching Alienware quality and integrity (mistake) and I also was guilty of Alienware nostalgia from years past. Once the computer came not as configured and I ended up spending the time on the computer configuring things that I paid them for I pretty much made up my mind to send it back. Configuring Raid, formatting, and reinstalling Windows, is not something I should have had to do after paying such a high price. A reputable company I believe would admit their mistake and waive the restocking fee, since I was dissatisfied becuase of a mistake they made. I also realized that the warranty is not all its cracked up to be. To me it is more of a hinderance than a safety net. You are forced to call them with issues so as to not void the warranty. When you call them while they are very nice, they have no clue as to what they are doing. While I know exactly how to do things, I still had to call (don't want to void warranty and I wanted the issue logged in their system) the call whent something like this: (Me) shouldn't I press this button to continue, and the tech would say just a second I need to see what we need to do, A minute later he would tell me to press the button that I just asked him about. All the calls that I made involved being put on hold every other minute while they either ask someone what to do or find out what to do in their system. It is a long process. I quickly realized that the warranty/tech support would eat up my time (time I definitely do not have). They did credit my card back in 10 business days (minus restocking fee) and in the end I had to eat close to $900 in the restocking fees (16.68% of total price paid). Consider it a lesson learned and a lost future customer. Next time I will go with customer service and quality over power, looks, and a reputation long past.

 

Update!

After hearing of my experience they have refunded my entire amount. I am now more satisfied - it's too bad that their phone customer support could not have worked this out, but it seems they have an appropriate check and balance (at least in my case).

 

Your lucky. if they wouldnt have refunded the total amount i would have disputed the charge with my cc company. a company can not charge you a restocking fee for returning a non working product.