M5500 won't turn on brand new - Page 2

well I called today and spent hours on the phone trying to get someone to make this right... but apparently everyone at Alienware doesn't care about their customers as much as they say. I have been charged 15% and shipping to send back my computer that works better as a paperweight. They want to send me a new optical drive and wireless network card (ours quit working last night) but of course by the time those got here our money back warranty would be over.... the optical drive works half the time so I am pretty sure replacing it isn't going to fix the problem. sooo... I paid AW for my defective PC and thats about $350 less that I have to go buy a computer that actually works.... I can't believe I used to think that this was the best computer I could get for gaming, I could have bought a computer at wal-mart that would be working better than this one right now. Thanks a lot Alienware for several nights spent on the phone with tech support, stealing my money, and wasting my time, I will never buy from you again. I would have accepted a replacement computer.... or just ALL my money back but they were set on screwing me and taking part of my money or wasting time til my warranty was out trying to fix it. I don't want a "fixed" computer, if I wanted a refurbished computer, I would have bought one, but I bought a NEW computer and I am going to get one that works like a new computer should, and that is STRAIGHT FROM THE BOX WORKING. I am so disappointed in this company, I truly believed it was a privelege to be able to own an alienware computer, now I feel used and like they stole my money.

Anyway to anyone who read this far, thanks for reading my complaint I think I might feel a little better now...

nah, I just remembered all the money down the drain, I don't feel better after all.

no, I am within 30 days but yet I have to pay the stocking fee, and NOO WAY am I going to mess with it being repaired again, it has not worked from day one straight from the box and something new goes wrong everytime we mess with it. Last night on the phone with tech support our wireless card quit working... If i had wanted a refurbished computer I would have bought one, I want a new computer that works from the box, not a new computer that has been repaired. I think that it's alienware's responsibility to give me a working computer if I ask for it, or to give me ALL of my money back. I am going to do everything I can to try to get it back too because it is just not right for them to take 15% of my money when I have to turn around and buy another computer becaue the brand new one I bought from them didn't work, and every part they send me the little guy with the accent says "Uhh, yes, Uhh, in this case I do believe it will be the last of your problems" and then it A. DOesn't fix the problem or B. Something else breaks. I hope that my $1400 paperweight fries in hell!!!!!!!!!!!!!!!!!!!!!!!!!!! What are they doing with the restocking fee for a broken computer anyway.... they are stealing my frreakin money thats what. All I asked was for a new computer. We have a 1 year old at home who requires attention, I can't spend any more evenings on the phone with tech support and I shouldn't HAVE to wait a month for my NEW computer to be of any use to me.

well, it is official, Alienware has no intention of ever righting the wrong of my broken computer....

I contacted them and spent so long on the phone arguing that I started to cry, because I just feel like they are stealing my money. 15% of my original purchase price is not pocket change to me and I have to take what money is going to be refunded to me and go buy another computer. No other company is going to be able to offer a notebook of the same calibur for the price I got at Alienware. The best offer that customer service game me was "finish troubleshooting and we'll waive the fee" ok fine I can do that! yeah right... I go to tech support and guess what the next step is? Have the optical drive replaced and replace the network card which quit working the night before. Well we only had 8 days left on our money back guarantee and had just spent the last 2 weeks waiting on our replacement windows cd, so the choice was 1. replace the parts and forfeit the chance of ever getting our money back or 2. let AW steal 15% of my money and pay the shipping to send it back to them knowing that at least eventually, somewhere somehow, I will get a working computer from someplace else.

Since then I have contacted the BBB and I am insulted at AW's response. They copied and pasted a generic response to my complaint and it even had a typo in it, I mention this because after my rebuttal to their first response, I recieved the EXACT SAME copied and pasted response with the EXACT SAME typo in it. WOW that is just depressing and insulting. I wish that there was more that I could do. My next step will be to contact the Kansas Attorney General and hope that this will give them some incentive to adopt better policies when dealing with their own mistakes concerning damaged systems.

thank shazza... I will try talking to them, I hadn't contacted AW steve or richard because I just felt like they would dismiss my problem like everyone else did. I know the attorney general probably won't do anything, but it would make me feel better to "tell on" alienware to him lol... Am I so wrong for believing that I should get a brand new computer that works and that I don't have to accept a refurbished computer when I bought a new one? Is it not right to EXPECT to get all your money back when a product is damaged to no fault of yours? Heck for all I know AW could say that fedex damaged it in shipping and probably get all their money back in an insurance claim!

anyway, I'll try contacting them and be sure that I'll post what the outcome is because I want everyone to know what good/bad comes of my whole experience with this company, if nothing else it'll make me feel a little better knowing that it might prevent another person from going through what we have.