Never dealing with Alienware again..

Thought id share my Alienware experience.. Bought a brand new M17 in December and recevied it Jan 1st, I live in Canada Btw.. had nothing but problems with it.. spent a week on the phone with tech support.. eventually had to end up shipping it out to be repaired..

Now.. I was told from the start that it will never have to return to the states to be repaired, because they have a facility in Ontario that can do the repairs I was told over and over that IT WOULD NOT GO BACK TO THE STATES to be repaired I thought that was great... sent it there got a call a week later saying that they had to send it back to the states to be repaired....

I sent this computer back Jan 10th... it is now Feb 18th.. and the message I received from them today was that they still have not received it in their Repair Facilities.. You mean to tell me its been over a month and they still haven't gotten it..

I have been more then patient with alienware... put up with the fact they sent me a broken machine and gave them the chance to make it up to me with a repair in Ontario but now over a month and they still haven't even received the machine to start the repairs on.. Like really how long do they expect for me to wait for a machine that I paid in full for??

Basicly the situation is unacceptable theres no excuse for such service and fact they don't even care is evident..

Some people have great experiences with these guys others like myself get service like this..

I'll never give Alienware my money again..

 

Do you the tracking number of your shipment??

 

nope since they shipped it from ontario back to the states they have all the information.. and from what I understand they say" its still in transit "

 

Do you have a tracking number for your package? I'd contact the shipping company and check if the package is lost during transit and maybe even file an insurance claim (given that it was shipped insured).

EDIT: I'd still call the shipping company and ask what the status is. At this point, there's nothing much you can do but wait until the laptop arrives are AW.

 

But I mean they shipped it, they are responsible for it..

I dunno in any event the whole situation is unacceptable...

yeah I agree the situation is pretty much out of my reach but I thought id just share with some of you my experience. thanks for the comments guys!

 

Sharpie there are numerous AW rep on this forum Like AW James PM him. His last post is in the thread about a brocken power supply. He I am sure can help.

Sorry I mean power brick

 

Sharpe your not the only one. I've been burned by AW and I'll steer clear of that bloated Dell .

And KegLeg the AW reps pick and choose which replies to work with so they really dont serve a purpose other than to show up with the usual "Please PM me with your detail" BS.

 

Well you need to find out what has really happened before blasting anyone. Call your shipping company and find out exactly where your item is, there should be no reason they cannot provide this information. If there was a shipment failure, theft or damage then Fedex and UPS provide policies to cover these instances and will work the company who produced the item to replace it. If Alienware has indeed received your shipment and has taken this long you need to write alot of emails and make alot of phone calls to make sure they're doing their job.

 

Sorry you feel that way. You can get bad CS from anywhere from any company. We all need to remeber that. I have seen them help other people.

 

The fact of the matter is quite simple really, I was given a brand new m17 broken.. if the company had any good service they should have said along the lines. we will send you a brand new one ASAP.. not something like "send back your broken machine we will fix it and return it to you".. So baisicly we will fix your broken lemon!

I understand things happen in shipping and whatever.. but the fact of the matter is i paid for something I don't have... they should respect that and send me a brand new system without any questions!

AW should be doing their job regardless.. I should not have to be doing anything! If what they say is true in their emails " you are a very important customer to us!! "

Its simple.. AW is not providing the service that is acceptable... if whatever problems are arising in the shipping they should be checking that out! I should not have to.. they shipped it..

 

I bought a m17x and ordered another card a couple weeks after I got it to upgarde it to SLI myself. Got the card... no fan or screws. So I call and it took the guy on the phone an hour to figure out that the fan was missing after I told him the fan was missing. So he sent me the fan and screws... Get it and no screws!!>>?? I call them and they tell me to go to buy some....? I get my card installed and everything is jacked up so I call their tech support and spend 2 hours on the phone and get nowhere so I told them id call back so I can just fix it myself. After I called the rosewell crew (who are very knowledgeable) they figured out that they sent me the wrong graphic card. So they tell me to send my laptop repair facilty to put 2 of the same cards in and install the proper screws. I get my laptop back like 2 weeks later and they didnt TOUCH IT"!! I have the same 2 cards in there with 4 missing screws and all the same problems. Now they are sending me the right card with screws. Kind of bull because I have to dish out another $380 until they get the one thats in my computer back. Will update further once my card arrives. Been dealing with this for 2 months now... You would think I would get some kind of compensation.

 

i agree this is crazy but every once in a whiel there is a screw up they do do good sometimes......and its not right but .....i unno every one has problems but you should have to deal with thiers i guess is what im trying to say . but im sorrry and the AW people on here are extemely nice

 

Yeah if your having problems with alienware cs then get in contact with the rosewell crew. My laptop getting sent back to me without getting fixed wasnt their fault. The rosewell crew know what their doing and if they dont they will find out within a day or two for you.

 

wow luckyseven that is brutal... id be soo pissed and whoever so called "fixed" ur laptop if u did know.. call the company and file a complaint.. well maybe they dont care but that is just bad.... no excuse for stuff like that...

but I am not surprised in the least.. I would not doubt that after all this fuss I get my computer back and its still broken.... I would just "LOL" in my chair and go scream at something

 

call roswell.

 

We apologize for this inconvenience, I would like to assist you on this matter. Please send me a PM with your account details.

Thank you

 

Armando to the rescue!!

(I knew he would notice eventually)

 

Hope everything works out well here. Sounds like if you ever have an issue with Alienware it's best to contact the Roswell group first then inform the Alienware reps here. Good luck.

 

lol what about me!? =(

 

Poor luckyse7en. What an ironic name, I wish I could somehow transfer my luck with Alienware CS to you =(

 

And yet another Alienware customer let down , thats why I returned my M17x.

 

Well its still pretty early in the game for me, but I haven't had too many problems with AW. I did notice that one of the sales associates didn't really know what he was talking about. And they must make some commission because he was trying really hard to get me to pay MORE money and order through alienware as opposed to AAFES (Discount for military). Haha.

 

they may get a commission, but you also get 5% military discount.
AAFES units are also pre-configured, so that was a draw back when i looked.

if you are looking for better support and knowledge, get a hold of Roswell crew in my sig...tops in my book.

 

Right, I did the math between AAFES and the 5% military discount that AW would have given me and the price was higher through AW. AAFES gave me a discount, free shipping and no taxes totaling to 2,257.19. With AW's military discount (which is for the subtotal) for the same computer the total without taxes or shipping and handling already was 2,327.00. Add in the discount and you have 2,211, but then add the shipping and taxes and you are looking at about 2400.

So AAFES AW Laptops are pre made? I have no problem with that, and it would actually explain why I just ordered on the 18th and the website says they have received the order and are preparing for shipping. Maybe I will get it next week.

 

kewls...i wanted more then what they offered so i went to AW direct.
i got the 5% plus the shipping free from them as it was...
at least you did the math...but a $70 difference is not much of a savings when talking about the m15x and AAFES....
but i will also say - a savings is a savings non-the-less nowadays....

 

No, AAFES notebooks are not premade. You can configure just like you can on AW's website. In fact, both websites look exactly alike. Only difference is that you can't the 9750.

 

well then...i sit corrected. when i originally looked, they were premade and could not be configured...how times change...

 

you know its not just alienware (sorry you've had a bad experience though) but dell (parent company I know haha) has charged a friend of mine for repairs while under warranty and lost his system! they all do stuff like this

 

Sorry to hear about your trouble's with AW I wish you luck you'll need it! my m17x has been broken from the day I got it 1/04/19 still broke 4 hrs phone time with tech support missing screws wrong parts the list is long to long to go into. you can always send it back for a 15% restocking fee. In my case around $500 dollers to have them send me a bad system stay away from AW.

 

No they are not pre-configured. Don't know where you got your information from. I just got my M17 delivered last week which I configured. I am authorized to go to the AAFES A.W. site and nowhere is there even an option to buy a pre-configured laptop.

It took me 10 days from the time I ordered it till it arrived at my doorstep and it cost me almost $300. less to go through AAFES. I posted on the experience ordering through AAFES.

 

Does not sound like it's Alienwares fault to me...sounds like the shipping company is at fault....