Message from Alienware-Armando

TO HELL WITH ALIENWARE! WORST BUYING EXPERIENCE OF MY LIFE! NEVER BUY ANYTHING FROM THEM!!

THE FOLLOWING EMAIL IS THE SECOND ONE I HAVE SENT TO THE CEO AND OR PRESIDENT OF ALIENWARE. STILL WAITING FOR A RESPONSE.....WEIRD HUH?



***************I AM RESENDING THIS EMAIL TO THE CEO OR PRESIDENT OF ALIENWARE....IF YOU ARE NOT THE CEO OR PRESIDENT OF ALIENWARE, DO NOT RESPOND. I AM DEMANDING A REFUND OR REPLACEMENT! I WILL NOT STOP UNTIL MY WISHES HAVE BEEN SATISFIED. THIS IS NOT A REQUEST TO HAVE MY COMPUTER FIXED. I WILL NOT BE SENDING IT IN FOR REPAIR! YOU WILL REPLACE IT WITH A CURRENT MODEL WITH WINDOWS XP PRO, OR ISSUE A FULL REFUND. CALL OR EMAIL TO OBTAIN SHIPPING ADDRESS FOR SHIPPMENT OF NEW COMPUTER/MAILING OF REFUND CHECK.*******************

-Ljp

Dear Alienware President and/or CEO- In August, 2007, I purchased from your website an Alienware Aurora M9700. Customer ID number 431318, Order number PC-515487, Invoice number 351814. I am writing to DEMAND a refund or REPLACEMENT! Upon ordering this computer, I was very excited. ALTHOUGH I PAID A TOTAL OF $2,399.44, I was confident that it would be well worth the price paid...I was SADLY MISTAKEN! When I received my computer, I took it out of the box and powered it up, as the directions stated. Once the power was on, it started making a clicking noise. I called your "tech support" and spent 2 HOURS ON HOLD, AND EVERY TIME I SPOKE WITH ONE OF YOUR "REPRESENTATIVES", I WAS TOLD, "PLEASE HOLD TWO MINUTES." After my long wait and some very unprofessional conversation and troubleshooting, I was told to take a SCREWDRIVER to my new computer and remove one of the two hard drives. I told your "representative" that I was very uncomfortable doing this, as I was not by any means a computer technician, nor did I have the proper equipment to ensure that I was grounded, so I didn't shock the computer with static electricity. Reluctantly, I did so anyway, and was told to send the hard drive back when I got my new one in the mail. For the next few days, I had to sit on the phone for countless hours, attempting to reinstall windows on only one of the hard drives. I had to repeat this process AGAIN when the new hard drive came. Had this been the only problem I ran into, I would not be writing this letter... Other problems that have come about since then have been as follows:

1.) Constant crashes and loss of information (reported, unresolved)

2.) Countless hardware error messages (reported, unresolved)

3.) Problems with video card (reported, unresolved)

4.) Completely lost administrator account, along with 80+ gigs of IMPORTANT INFORMATION! (reported, unresolved)

5.) HORRIBLE CUSTOMER SERVICE AND TECH SUPPORT

a. Never given straight answers

b. When I had a problem with the wireless card, I was AGAIN instructed by your less than stellar support staff to COMPLETELY REMOVE THE KEYBOARD IN MY LAPTOP AND DIG INTO THE MOTHERBOARD!!!! I again told them that I was not qualified to do this and that I did not have the proper equipment!!

c. Today, I called to speak with someone about my disappointment with your company and spoke with a customer service rep named Mike. After some time, he finally agreed to transfer my call to his supervisor. He told me "please hold two minutes". I proceeded to hold for 10 minutes. The "supervisor" then got on the line. This supervisor's name is Eddy Ramos, agent ID# 00377,Customer Service Supervisor. I explained to him that my computer was a LEMON and demanded a refund or replacement. He told me that this was not an option. I demanded to speak with his superior and was told, and I QUOTE: "You are higher position you can reach customer service dept." To my knowledge, this means absolutely nothing in the English language. I asked him to transfer my call to Alienware's ombudsman, and he refused. I continued to demand to speak with the ombudsman, and was continuously denied. Eventually, your customer support "supervisor" informed me that he did not even know what an ombudsman was, and refused to transfer my call to someone who might be able to assist me further.

In closing, I am again DEMANDING A REFUND OR REPLACEMENT! It is my FULL INTENT to forward this letter to the BETTER BUSINESS BUREAU, THE FEDERAL TRADE COMMISSION, MIAMI DADE LOCAL BUSINESS AUTHORITIES, as well as LOCAL AND NATIONAL NEWSPAPERS AND MAGAZINES. ALSO, I WILL BE POSTING A BLOG http://downwithalienware.blogspot.com/ . THIS IS NOT A THREAT, RATHER A DEMAND FOR TRUE CUSTOMER SERVICE, AND AN ATTEMPT TO SWAY OTHERS FROM MAKING THE SAME MISTAKE I DID...THAT IS, DOING BUSINESS WITH ALIENWARE.

-----Original Message-----
From:[email protected]
Sent: Fri, 8 Aug 2008 17:58:46 -0400 (EDT)
To:

Subject:Alienware - Office of the CEO [Incident: 080808-001135]


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SubjectAlienware - Office of the CEO Discussion Thread Response (Virgilio Castillo)08/08/2008 05:58 PMDear Lee

I am contacting you on behalf of the CEO of Alienware in regard to the issue that you have recently brought to the company's attention. First and foremost, I would like to thank you for taking the time to share your concerns with us. It is truly appreciated. On behalf of Alienware, I do apologize for any inconvenience you have experienced and assure you it is not the 'Alienware experience' our clients are accustomed to. What happened in your case is not typical of Alienware's level of customer service. We continue to be committed to providing you and all of our customers with the highest standards of service in the industry. We will do everything in our power to make things right.

Due to the nature of the issue reported, we would like to give you the option to send the computer back to the Repair Facilities with the highest priority available in order to correct any issue the system may be showing.

We truly believe that having the repairs of the unit under our supervision, the issue reported can be fixed so the unit ships back to you flawlessly.

In order to proceed with the offer, we need to confirm if the shipping information below is correct. Once this has been done, we will give you further details about the process itself.



Should you have any questions, please contact me at your earliest convenience; my schedule is Monday through Friday from 9:00 A.M. (EST) to 6:00 P.M. (EST) and my direct e-mail address is:

[email protected]

You are a valued customer and we apologize for the inconvenience this issue has caused. If we may be of further assistance, please contact us.


Yours in service,

Virgilio

Critical Issues Agent

Alienware Corporation
Phone: 305.251.9797 x6034
Fax: 786.388.5719

www.alienware.com

 

Amen and amen. You may be able to quit your job if you add any ads to that blog of yours. Inc. plethora of angry customers.

 

ljp,

Now I am no AW fanboy, I actually returned mine due to problems. You got your laptop in August of last year? Now considering people on this forum that have only had their laptops for a few months are getting denied refunds for problems that they are having...you don't even stand a chance. Also the CEO of AW doesn't look at these forums and I really doubt he is going to even look at your email or it wont ever make it to him.

 

Alienwarearmando you are part of a business that exists to make money. I was having problems because of repeated mistakes made by A.W. support. In this forum you told me to P.M. you and you'de find out what you could do. Weeks later A.W. support was still making mistakes and I never once heard from you!

The wrong video card and four incorrect heatsinks and nothing!

Had to file a complaint with the BBB and follow up with them two more times before you finally refunded the incorrect GPU purchase and the correct Heatsink didn't arrive before my deployment like it was promised a month and a half earlier!

Rob41

 

Let's see how long it takes before an administrater "closes this thread"!!!!!!

Rob

 

Yea .. lately I've been feeling like anytime there are negative posts about anything or anyone they disappear.

 

I got a PM from AA saying that access to the Alienware support forums is for US customers only!!??
What a load of BS that is!! I am sure that Alienware computers are the same all around the world...What is the big deal about restricting to US only. Why the hell should we have to come to a 3rd party forum for support??

My M15x is great, it's just a shame that support for non US customers is NON-EXISTENT!!
Why even bother , Alienware?? It's a joke!!

 

Hi Holzy
weve been asking the same question for months. now you know what a 3rd class citizen feels like. also everyone keeps raving about the roswell crew but if we want to talk to them its an international call from the uk.
one world = one alienware = one forum (for all) or it should to.

 

Does Alienware get good business outside the US? It seems like it does, although I wouldn't know for sure. If that's the case then they really should be paying more attention to the rest of the world.

 

its not like you are missing out on the forums. this forum is already way better than AW's. on AW's everything has to get approved before even being able to be posted.

 

Unfortunately, at this time we do not have an international Alienware forum. However, we are always monitoring this and other forums to assist both US and International customers. Please feel free to contact James or myself and will be glad to assist you with any questions/concerns you may have.

Thank you.

 

A while ago I heard from either you or one of the other Alienware members on the forum that the cracking hinge problem was only affecting the early batch's of m15x but I was wondering roughly when onwards did the new batch come into play since I got mine in April so is mine of the ones which could be affected?

I wondering this cause might just be a coincidence but two weeks ago I got a very small crack on the bottom of the hinge, unlike other cases it hadn't actually come loose off the screen (though if I hadn't notice it earlier would of it become come off the screen?), I sent it back to AW though I still haven't gotten it back after exactly two weeks today, hope they send it back soon cause I love it despite its flaws.

EDIT: Just wondering, roughly how long does it take to fix something like this cause its been two weeks now & I got to go to Uni in 4 weeks, though I'm sure it won't take that long.

Pics of my small crack:
http://i167.photobucket.com/albums/u152/serenityfan/1.jpg
http://i167.photobucket.com/albums/u152/serenityfan/3.jpg
http://i167.photobucket.com/albums/u152/serenityfan/2.jpg
http://i167.photobucket.com/albums/u152/serenityfan/4.jpg
http://i167.photobucket.com/albums/u152/serenityfan/5.jpg

 

@Darkfly
I see yours was opening up too. Hope they send it back to you perfectly fixed

 

This is a good question. I'm curious as to when exactly the new batch came out.

 

Just a quick question... What new batch? Where did people get the official confirmation of a new batch? Did anyone that received a laptop recently ventured removing the LCD frame to check whether anything is different with the hinges (which, I'm sure it's not)?

This makes it case 11.5 of hinge problems... 11.5 because it's quite different from the other cases, although it's obvious the hinge just started to come appart.

Good luck with the repair

 

oh no,not (almost) another one
when mine went back for a new motherboard they also changed the chassis and that took 8 days so i would get onto them again Darkfly

 

Please send me a PM with your account number so that I can get information/update on the repair.

Thank you

 

hehe never give up do you?.. love your signature by the way- forced refund now that says it all...

I do not have all the facts, however as AW has not denied any of your posts/claims I can only say the company is a joke and deserves to be laughed at, anyone getting the AW m15x from now, with all this prof- sorry I have to say it, don't be stupid!!!!! this only applies to the m15x and not any other product as they seem to be ok, give credit where it should be given. AW grow up, fix the flimsily plastic crap and own up to that it's a product that never should have hit the web.

 

i beg to differ. yes, it is (sort of) a hinge issue, but:

1) it's on the "wrong" side (notice how all the previous busted hinges were on the right side -> GPU side?)

2) it's not the hinge itself coming apart, it's a crack in the pastic. so i think it's actually a flaw/fault in the pastic lid covering, which is completely unrelated to the "melting/falling-apart" hinge issues we've had so far.

 

Whizzo, that's why I didn't post it in the my thread... I don't think it's the exact same issue.
Some points to be made:
1- Several people (ielsayed, taco) have also experienced it on the right side
2- If you look at the junction you see they are starting to dettach.

In any case, that's why I didn't post it as another hinge busting.

 

actually its not all on the right side. i remember there are 2 - 3 thats on the left side.

 

I'm more intersted in the number of people haven't had this problem. Let's just say in addition to this forum there are maybe 100 or 200 other people that might have this problem that aren't a part of NBR? 111 or 211 (about) compared to the how many other people have the m15x?

Of course, I don't know how many people exactly had this problem that aren't on NBR. I just think it would be interesting to see some real numbers. Not going to be very easy getting them though.

 

Hi alienware Armando, i am an owner of an m15x and I have had some problem with my system, I would like to communicate with you in private as it has been suggested to me in the forums. How would I do that

 

You can send him a private message or go to the alienware forums

http://support.alienware.com/

 

Call the roswell crew.