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ES AW <resolved>

post #1 of 314
1/20/06 at 2:15am
Thread Starter 
I bought aurora 7500 in july of last year, within 1 week the motherboard died, I sent it back to Alienware for a replacement. It came back to me with a dodgy psu, granted the psu may of been dodgy from day 1, but they should of noticed that when the mobo was being replaced, and they also chipped my case at the back when the pc was returned to them the first time.
2-3 months of horrendous problems later they decide to accept the pc back to check for problems. Indeed they find that the psu was messed up big, they replaced the faulty psu 3 months after they should of originally replaced it and tell me they are gonna ship, I asked them that if they had any problems and it wasnt gonna ship could they email me or phone me to say that it wont ship so I dont have to take a day off work when nothing was shipping.

They were adamant that it was shipping 3 days in a row thus making me take 3 days off work and lose £200+ when a simple email or phone call would of sufficed.

Anyway they ship the pc back to me and the same day I start to have uber lots of problems.
I called them back and said I have had enough and this is just not good enough, they take pc back and I say that after all the problems I have had within 5 months I should be entitled to a goodwill offer of some sort, either cash back or a free upgrade of some sort.

I got an email today saying that the motherboard and one of the videocards was bust and they have been replaced and that they will offer me a goodwill gesture of, get ready, a reduction of labour costs for installing any upgrades that I purchase from AW = WTF. So I buy an upgrade and they will fit it for a reduced price, that was the offer I received.

I have 0 faith left in AW and also in that pc, so many things have been damaged that I dont want it back and I am now in the process of seeking a complete refund, I feel that AW as a company are only interested in you when you spend the money when you first order your pc, after that they would rather you would just go away and never contact them again unless its to buy another pc.

I have been told by lots of people that I should get them to rebuild the pc with new components or to get a refund, I did neither in the early stages but after all the crap that AW has put me through I dont want the pc back, cuz if I saw it again Id take a fuxing hammer to it

I have had the pc for barely 6 months, and alienware have had it for roughly 3 of those months, and the best they can do is offer to reduce the labour costs of installing a upgrade that I myself have to buy.

There customer service is laughable and is beyond anything I have ever experienced from any high end manufacturer of anything whether it be carpets to tv's to basically anything.

So as I type this I am pushing for a complete refund of £3000, as even if they did fix the pc, do you really think I would or should have faith that it will work properly from now on ? especially after a faulty psu has been in the pc for months. Any new or newish pc that has had a faulty psu in it should be rebuilt from scratch with brand new componenets and not just the psu replaced.

Many of you lot on this forums know, that I defended AW when i first got my pc and would tell trolling nubs to fux right off with there anti AW speak, but I seriously have to say that if some of them nubs were being true, which is highly likely after my experience then I will never ever defend AW again as they have did me no favours and have basically robbed me of £3000 + the 200

so the long and short of it is, since day 1 of me having the pc, it has 2 new mobo's, 1 new psu and 1 new videocard, and also been with alienware for the majority of those 6 months. would any of you have faith in AW after that ?

If any of you lot think that is the correct way for a company to do business then flame on, but to me it is wrong....

there is no need to reply to this thread as it was just informing you all of what I have went through in 6 months with AW and what the outcome was...

EDIT:
most problems were probably caused by the bust psu that wasnt picked up the first time AW had the pc, thus it was probably slowly killing all the new and replaced stuff that was in the pc.

Also might I add, I got a new pc 3 days before I got my AW, it is £2000 cheaper and although not as powerful, it is running perfectly, no hardware problems with that one, for which I am thankful for or I would be using a piece of shiat just now with 700mhz cpu.
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post #2 of 314
1/20/06 at 2:21am
I can't say I would be thrilled if I were in your shoes.
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post #3 of 314
1/20/06 at 2:24am
Can't think of anything to say to defend AW, since you have been very patient.
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post #4 of 314
1/20/06 at 2:26am
Thread Starter 
exactly DeeB's, that AW was like having golden balls, but for them to do that and for all the stuff that has went wrong, it just didnt turn out to be the golden balls i expected.

still, i wouldnt buy that ghey looking xps dell thing. I will check out other boutiques or build it myself as I will have £3000 uk to get stuff with.
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post #5 of 314
1/20/06 at 2:32am
So unfortunate. It seems a lot of these same stories float around and really make me second guess myself on my decision. Good luck with your next decision, i hope my luck holds out on my new purchase.
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post #6 of 314
1/20/06 at 2:47am
Said it before, when it come to fixing problems Dell smokes Alienware's shorts. It usually takes 10minutes on the phone to get Dell tech support to send out a replacement part, and they ask, "Do you want an on-site technician with that?"
On the other hand, there is nothing you can do to a Dell, short giving it a Porn Star escort, to make it as cool as an Alienware.

Sorry to hear of your AW problems. I hope they can somehow get you a machine that works properly.
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post #7 of 314
1/20/06 at 2:57am
Damn EVIL-SCOTSMAN,

I've been on the outside looking in on all your 7500 problems from the get go. You were quite the AW cheerleader even up until recently. You are a great contributor here at the AW NBFs and I can only give you my "shit I just knew AW would kick in and you would be happy with the Aurora 7500". At some point the lemon law gotta come into play.

Sorry man,

Zoid
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post #8 of 314
1/20/06 at 4:46am
sorry to hear, I'm am unaware of any AW-Europe Reps that come here...maybe aurora or craig can help...

seriously bummed to hear about your experience, and some how hope that we can get to some kind of happy medium for u

Yang
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post #9 of 314
1/20/06 at 5:05am
Man, sorry to hear. Before I ordered the 9890, I was really looking into getting AW, but then I read consumer reviews at PCmag.com, and on a 1-10 point rating system, most of the reviews were like 1,3,and 4 out of a possible 10. I hear that when those babies run, you can't beat 'em. But that's when they do run. One of the consumers said his brand new laptop came out of the box w/ wear marks on the keyboard, like it was refurbished.
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post #10 of 314
1/20/06 at 5:50am
E-S

No matter what, I do hope you stick around here, you have been a breath of fresh air.

I hope you try and do what I suggested in the PM, I know how disappointed and frustrated you are, but after all your efforts, it would be not be fair to just let it end this way.
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post #11 of 314
1/20/06 at 7:54am
I too have cringed whenever a new issue came up with your system ES. The difference between a troll and people like you with legitimate issues, is that legitimate issues part...

I can't say I blame you for running out of patience. I'm resisting suggesting giving them one more chance, and countering with a compensatory suggestion of your own, as you've already been through several returns. It would have been nice after all you've been through to work out a deal on a pair of upgraded new vid cards at least. I'm sure the guys working on your rig aren't very happy about it not working out either, so I'll blame the bean counters. I still believe that everyone at AW wants you to be happy with your rig, though in this case I agree it would be difficult to see that from your perspective.

Best of luck with your next adventure. Does Falcon Northwest sell overseas?
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post #12 of 314
1/20/06 at 9:44am
ES, sorry to hear of your problems. I hope it gets worked out for you. I agree with HH about giving them one more chance but as you said, the PSU probably fuxed everything up, maybe if you can get them to replace the PSU, Mobo, Video cards then it might be ok? I know, tough call.

Good luck.

-Mark
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post #13 of 314
1/20/06 at 10:17am
PM Alienware Richard one last time ES.
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post #14 of 314
1/20/06 at 10:32am
Quote:
Originally Posted by DarthBeavis
PM Alienware Richard one last time ES.


Why don't you try this...I feel so bad for you as all your issues were legit, you were patient and played the send back game and you do deserve to be treated much better than this...I am as big a fan of AW as anyone but this is just outright wrong and unfair...I hope that someone from AW does see this and get some legimate help for you, and fast. You did nothing but be patient and comntinue to support AW throughout all this and you deserve better...AW owes you...plain and simple...I am so sorry Evil, please stick around here as you are such an asset to this forum and we all would miss you and that wit that has had all of us laughing so often....this just has to turn out better than what is happening...it just HAS to...AW needs to step up here, and now.


with all the issues you have had...a NEW rig would not be out of order here.....comon AW, do the right thing
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post #15 of 314
1/20/06 at 10:41am
Quote:
with all the issues you have had...a NEW rig would not be out of order here.....comon AW, do the right thing
...been thinking the same thing. Well said, nm.
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post #16 of 314
1/20/06 at 10:47am
I would be going through the roof if this happened to me. I emphathize with your situation. I would not give them another chance to remedy the issue as they have had ample opportunity. It makes zero sense to me that they do not offer service like you get with an ALX to everyone. My advice would be to finagle a deal with them for an ALX or get a total refund. No one should have to deal with that. As far as where to go next if you are refunded....well....Falcons are the creme of the crop but hella expensive. I hear that they send out blonde hookers to orally service you as you wait for your PC. Can't confirm this though.
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post #17 of 314
1/20/06 at 10:48am
Quote:
Originally Posted by shazza
...been thinking the same thing. Well said, nm.


Shazza, to me, this is just common sense...here is a good loyal AW guy, who has been thru the ringer with his build...not that AW sent him a defective rig on purpose but it is time now to realize that the cost of a new rig to Evil is nothing compared to restoration of the faith we all have in AW taking care of us...we spend more for the best and in this case, AW needs to step up, and step up quickly....
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post #18 of 314
1/20/06 at 11:10am
ES consider getting a Hyper as well. Their desktops look sweet. VooDoo also rawks.
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post #19 of 314
1/20/06 at 1:11pm
Thread Starter 
well I sent an email to Russell Stein in the UK yesterday rejecting his leet offer, and saying that unless I get another offer and get the pc rebuilt with new components before monday ( I dont mean get the pc rebuilt and shipped before monday, I meant get a email reply) then first thing on monday morning I will phone and demand a refund, I have yet to receive a reply, I have took everyones advice and pmed usa support knowing that they cant help but hey its worth one last shot, so unless i hear from someone at alienware today with an answer, then its refundo time on monday morning.

If going by AW uk's attitude then I dont think I will hear anything, as the email I sent them yesterday was at 12pm roughly, enough time has went by for them to reply dont you think, nearly 26 hours.

We will see, but I dont expect anything from AW, to be very honest with ya's all I want is for this farce to end, as it has gutted me and is starting to make me ill at the thought that I have been ripped off 3k.

basically, unless i hear from someone within the next 1 hour 40 minutes then teh ball be starting to roll on the refundo machine.

anyways cheers for the support peeps, it is very much appreaciated, if only you lot built pc's, I would buy one off of you lot no probs

EDIT:

I have just received a pm from aw nbf peeps, and they have sent my problem to there european support people, if I am not mistaken, the dude mentioned above is the boss or one of them at uk support, so I guess the game is over.
I can rest now knowing that nothing else will happen and a refund is the only way for me to go, as if they were that interested in there customers then I would of at least received a reply yesterday saying "sorry we cannot authorise any free upgrades" etc, but i never got a reply, so if it is the same person that usa sent the problem to then I firmly believe I wont get a reply. anyways this has taught me a lesson and never ever again will I buy AW.
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post #20 of 314
1/20/06 at 1:49pm
sorry to hear about this mate, are you dealing with the technical support based in ireland?
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