Read from a forum
http://geeknewz.com/articles.php?act...ge=1&pagenum=5
"When support can cost you everything
Alienware computers are known for being the gamer?s computer if you?re going to go with a pre-built system. It?s well known for their quality components and amazing cases that look fantastic but when it comes to support you have a better chance looking in your own manual to find the answer. Alienware support team doesn?t seem to have a great knowledge on the products that they sell, if you call in they will pull out the same manual that you are holding in your hand and probably read it out to you.
Anyone that knows enough about computers will be surprised by the incompetence of the tech support team. About a couple of months ago I called for support on BIOS issues I was having after updating them to the newer version. They not only couldn?t help me but I had to suggest the answers to fix the problem myself. After waiting on the line to talk to tech support for 40 min I ended up hanging up the phone with no answers to my problem.
Within 2 hours I fixed the issues I was experiencing, the next day I called Alienware support team to update and to assure them that the situation has been resolved. When I finally got through the technician Alex notified me that they have voided my guarantee and cannot answer any questions I have or any other support questions that have nothing to do with the previous issue. What was even funnier to find out was that not only had they voided my warranty on my motherboard but also on every component in my system so if in the next year I get some failure they won?t cover it.
This is a warning to everyone with Alienware system. Don?t call the support team with a question they don?t know about because they will most likely just void your warranty."
Can the staff from alienware explain if this was fair or not for the user that suffered from bad tech support?
http://geeknewz.com/articles.php?act...ge=1&pagenum=5
"When support can cost you everything
Alienware computers are known for being the gamer?s computer if you?re going to go with a pre-built system. It?s well known for their quality components and amazing cases that look fantastic but when it comes to support you have a better chance looking in your own manual to find the answer. Alienware support team doesn?t seem to have a great knowledge on the products that they sell, if you call in they will pull out the same manual that you are holding in your hand and probably read it out to you.
Anyone that knows enough about computers will be surprised by the incompetence of the tech support team. About a couple of months ago I called for support on BIOS issues I was having after updating them to the newer version. They not only couldn?t help me but I had to suggest the answers to fix the problem myself. After waiting on the line to talk to tech support for 40 min I ended up hanging up the phone with no answers to my problem.
Within 2 hours I fixed the issues I was experiencing, the next day I called Alienware support team to update and to assure them that the situation has been resolved. When I finally got through the technician Alex notified me that they have voided my guarantee and cannot answer any questions I have or any other support questions that have nothing to do with the previous issue. What was even funnier to find out was that not only had they voided my warranty on my motherboard but also on every component in my system so if in the next year I get some failure they won?t cover it.
This is a warning to everyone with Alienware system. Don?t call the support team with a question they don?t know about because they will most likely just void your warranty."
Can the staff from alienware explain if this was fair or not for the user that suffered from bad tech support?
the machine blew up...or something 
