Alienware claims to do a 200-pt inspection, but I find it hard to believe that any company truly testing the computer produces a product with as many flaws as my computer does. Having said that, i do believe that accidents occur, and I am hoping to not have to ask for my money back.
With the above in mind, I have written the executive staff at Alienware asking them to remedy a list of problems regarding my computer, so let me post my letter here...and get all of your feedback regarding my problems. Keep in mind, when reading this letter, I have had my computer a total of 13 days...
Dear Sir or Madame,
I am writing in regards to an Area 51m that I purchased earlier this month, account number 252580. The reason for this note is that, since the initiation of the purchase process, I have had nothing short of the most unsatisfactory purchasing experience of my life.
As all good stories must start at the beginning, and I must explain that I came to Alienware because I have two separate and distinct needs when it comes to a laptop. First, I need a laptop that can play video games like no other. 90% of my personal computer time is spent playing any and every video game that hits the market, so, naturally, I am looking for a machine that backs up power with crisp clean graphics, amazing sound, and blazing speed. In short, I am looking for the computer that boasts the logo that “means quality and performance.”
Secondly, I need a laptop that can handle the various work-related programs I run—specifically email and MicroSoft Word. On a whole, I would say this is a pretty easy requirement to satisfy, and I believed, for better or for worse, that, if I met my gaming requirements, my business needs would be easily satisfied. My beliefs were confirmed by your site, for it boasts that “a system built for gaming has to perform above and beyond a standard system.” With this in mind, I excitedly purchased one of Alienware’s Area 51ms.
After waiting an unbelievable 4 weeks to get my financing paperwork complete (keeping in mind that it only took the bank 6 days to get the financing approved), production finally began on my computer. It is important to note here that two of my coworkers ordered laptops at the same time I started my business with Alienware. One ordered a Sager and the other ordered an HP. Both coworkers had received their laptop 2-4 days BEFORE the financing of my Alienware had been completed. Having said that, to Alienware’s credit, I received my Area-51m 2 weeks after production started.
I have now possessed my Alienware computer for a total of 12 days. In 12 days I have had issues with had no fewer than four problems with “the best custom built gaming PC for the ultimate PC gamer!” Specifically, I have had the following issues with my laptop:
--Sound cuts in and out during gaming and movie viewing;
--When the computer turns off the monitor, turns off the hard drives, and enters sleep mode, I cannot wake it and I must reboot;
--The drivers on the Alienware web site, for the mobility Radeon 9600, will not install on my laptop, even with the assistance of a technician; and
--Multiple pixels have gone out on my screen.
In short, I have paid $3500 for a laptop that has, in 12 days, found me sitting on hold to your support staff no fewer than 10 times with no resolution to my problems in sight. Factor in the 30 minute wait times and, naturally, you can begin to understand my frustration.
What all this boils down to is one thing—I came to Alienware because I wanted the best mobile gaming system that I could buy. I do not mind the long waits for production, and I do not necessarily mind sitting on hold. What I do mind is not getting what I was promised.
With this in mind, I am returning my Area 51m to you today, and I am presenting your company with one simple question—can you build me the ultimate gaming machine?
While this question is straight forward, I would ask you to consider the following before answering this question. Can you build me a computer that plays games better than a competitor’s laptop? Can you build me a computer that handles my basic business requirements? Can you build me a computer that does not require me to make daily calls to customer service? In short, can you build me the computer that Alienware claims it can build?
If the answer to the above is yes, than I give you full release to do the things you’re telling me you can do. I want to go with a specialized company offering specialized products. I believe in the ingenuity of small companies, and I shudder at the thought that the only companies we can trust are those companies that trade on the NASDAQ or the Dow. If the answer is “yes, Alienware can give me a computer that is truly better than the Dells and IBMs of the world,” then make me believe by delivering one to me.
If, on the other hand, the answer is no, we cannot do what you need, there is no shame in saying so. In business, honor goes a long way, and if Alienware can demonstrate integrity and honesty by admitting an inability to perform, I will gladly send my computer back, take my money back and quietly look elsewhere. I would respect this honesty, and I can understand a situation where your boasts got ahead of the reality.
All I am asking for is a resolution to my problem—one way or the other. Up until now I have been completely unsatisfied with my buying experience, but I hope that this day will mark the beginning of a new era in my relationship with Alienware.
Should you have any questions or comments, please feel free to contact me at -----------
Best regards,
With the above in mind, I have written the executive staff at Alienware asking them to remedy a list of problems regarding my computer, so let me post my letter here...and get all of your feedback regarding my problems. Keep in mind, when reading this letter, I have had my computer a total of 13 days...
Dear Sir or Madame,
I am writing in regards to an Area 51m that I purchased earlier this month, account number 252580. The reason for this note is that, since the initiation of the purchase process, I have had nothing short of the most unsatisfactory purchasing experience of my life.
As all good stories must start at the beginning, and I must explain that I came to Alienware because I have two separate and distinct needs when it comes to a laptop. First, I need a laptop that can play video games like no other. 90% of my personal computer time is spent playing any and every video game that hits the market, so, naturally, I am looking for a machine that backs up power with crisp clean graphics, amazing sound, and blazing speed. In short, I am looking for the computer that boasts the logo that “means quality and performance.”
Secondly, I need a laptop that can handle the various work-related programs I run—specifically email and MicroSoft Word. On a whole, I would say this is a pretty easy requirement to satisfy, and I believed, for better or for worse, that, if I met my gaming requirements, my business needs would be easily satisfied. My beliefs were confirmed by your site, for it boasts that “a system built for gaming has to perform above and beyond a standard system.” With this in mind, I excitedly purchased one of Alienware’s Area 51ms.
After waiting an unbelievable 4 weeks to get my financing paperwork complete (keeping in mind that it only took the bank 6 days to get the financing approved), production finally began on my computer. It is important to note here that two of my coworkers ordered laptops at the same time I started my business with Alienware. One ordered a Sager and the other ordered an HP. Both coworkers had received their laptop 2-4 days BEFORE the financing of my Alienware had been completed. Having said that, to Alienware’s credit, I received my Area-51m 2 weeks after production started.
I have now possessed my Alienware computer for a total of 12 days. In 12 days I have had issues with had no fewer than four problems with “the best custom built gaming PC for the ultimate PC gamer!” Specifically, I have had the following issues with my laptop:
--Sound cuts in and out during gaming and movie viewing;
--When the computer turns off the monitor, turns off the hard drives, and enters sleep mode, I cannot wake it and I must reboot;
--The drivers on the Alienware web site, for the mobility Radeon 9600, will not install on my laptop, even with the assistance of a technician; and
--Multiple pixels have gone out on my screen.
In short, I have paid $3500 for a laptop that has, in 12 days, found me sitting on hold to your support staff no fewer than 10 times with no resolution to my problems in sight. Factor in the 30 minute wait times and, naturally, you can begin to understand my frustration.
What all this boils down to is one thing—I came to Alienware because I wanted the best mobile gaming system that I could buy. I do not mind the long waits for production, and I do not necessarily mind sitting on hold. What I do mind is not getting what I was promised.
With this in mind, I am returning my Area 51m to you today, and I am presenting your company with one simple question—can you build me the ultimate gaming machine?
While this question is straight forward, I would ask you to consider the following before answering this question. Can you build me a computer that plays games better than a competitor’s laptop? Can you build me a computer that handles my basic business requirements? Can you build me a computer that does not require me to make daily calls to customer service? In short, can you build me the computer that Alienware claims it can build?
If the answer to the above is yes, than I give you full release to do the things you’re telling me you can do. I want to go with a specialized company offering specialized products. I believe in the ingenuity of small companies, and I shudder at the thought that the only companies we can trust are those companies that trade on the NASDAQ or the Dow. If the answer is “yes, Alienware can give me a computer that is truly better than the Dells and IBMs of the world,” then make me believe by delivering one to me.
If, on the other hand, the answer is no, we cannot do what you need, there is no shame in saying so. In business, honor goes a long way, and if Alienware can demonstrate integrity and honesty by admitting an inability to perform, I will gladly send my computer back, take my money back and quietly look elsewhere. I would respect this honesty, and I can understand a situation where your boasts got ahead of the reality.
All I am asking for is a resolution to my problem—one way or the other. Up until now I have been completely unsatisfied with my buying experience, but I hope that this day will mark the beginning of a new era in my relationship with Alienware.
Should you have any questions or comments, please feel free to contact me at -----------
Best regards,
