What is it with Alienware?

I wondered the same. I have an Alienware laptop myself now and it's excellent and so is the costumer service. They have been patient and helpful.
I have a friend who also bought an Alienware recently and he's of the same opinion. And Alienware gets bashed so much while it's common with all big/growing companies.

Hey, I'm right there with the both of you!! I am constantly in a state of wonderment over peoples loathing for Alienware. I chalk it up to jealousy and or stupidity! I've had nothing but good times with my Alien...

Alienware has been nothing good to me. I know that some people do find an occassional 'hiccup' in their customer service, but that is someone just having a bad day. To me all those people who post bad experiences with CS probably need to be a little nicer on the phone. If you are always nice and polite on the phone, usually they are too.

Good Job Alienware!

Alienware have the privelege of providing me with the single most horrible buying experience of my life.

From start to finish they have failed to live up to any of their promises and have constantly misled me every step of the way.

This has been to such an extent that after 4 months of waiting I have now cancelled my order and won't be dealing with them again in the future. Ever.

I'm sure they're not very bothered about it, but the whole process has left me seriously pi**ed off.

Alienware isn't perfect, but they've by far been the best computer company I've dealt with.

A lot of the time I've found that the loudest complainers have never owned an Alienware or even have used one. I remember back in 2000-2001 when AW had to limit their forums to customers only as there were some outrageous allegations and complaints against the company that AW investigated trying to address the issues, and it turned out to be posted by people that never ordered a system, and they found the IP's of some of the posters were from competitor's servers...

I think a lot of it is just spewing nonsense against a company some can't afford, so they bash, and I've long felt that 'AW attracts lots of customers that have never owned a high performance computer before, so they don't necessarily know what they're doing and can screw up the systems themselves, panic over minor issues, or just have no idea what they're buying and what alternatives are available.

I think the legitimage complaints are upsetting, but the majority of those complaints seem to relate to the time it takes to send systems to Miami for repair, but AW can't really do much about that. The other big issue seems to be communication, and that's always been improving, but their sales have also always been growing, so they don't seem to catch up all the time...


Self builders bash AW over price though their competition like FN and Voodoo are generally much more expensive. Other boutique manufacturers customers bash AW because AW sells the same hardware in a unique case with exceptional wiring like their makes, for much less money. Dell people bash Alienware because they have to think their econo-systems are "just as good as Alienware" to sleep at night apparently though the differences are obvious. Then you have the guys that try to rip AW off and don't succede that bash also, like the guy recently that swore he was sent a machine without a processor installed, but when AW got the system back he'd loaded games on the hd and other things that made it obvious he received a processor, but he was all over the net whining AW ripped him off and threatening to sue...

I have no doubt that some people have bad experiences with Alienware, I've known a few people that have ended up getting replacement systems or full refunds, but usually AW and the customer come to a satisfactory resolution to legit complaints.

I've had a few problems, but always ended up with upgraded replacement parts for no charge, or other resolutions that worked out well. I have no major complaints with my six systems, and the complaints I have had were addressed quickly.

They weren't bothered with your repeated order changes either HD... I understand your feelings, but after following your issues I find it hard to get too upset.

I think you're the guy that changed his order several times to include new hardware they weren't shipping yet, and also for the P2 chassis that we know has had delays.

I suppose I could complain about AW taking months to deliver my m9700, but I chose to delay my system by asking for hardware they hadn't started shipping yet, and when there were issues with certification of the new hardware, it delayed me further. Had I not changed my order, I'd have had my system close to the estimated ship date even though it was a pre-order situation.

Well said. Way too many people in high school bash Alienware due to its cost and saying that they can get a DIY with 'better components'. Alienware has components in stock at least three weeks before they become availble on places like Newegg. Ironically, the high school I go to (thomas jefferson high school for science and technology) is know across the nation for its students who supposedly know a lot about computers...

Hammer I agree with you that there are many people who HELP to cause the delays and problems...either by changing orders, trying to use this finance system instead of just putting in a credit card etc....but in the case of this guy and his $9000 dollar ALX order, he should be an utmost priority whether he changes parts or not...that kind of money and to buy their "special ALX" service should entitle him to one hell of a shipping time, and extra support to be sure he isn't misled or given faulty information. If anyone has seen the Newegg deal with the FX-55 for $139 bucks realizes that it's pretty rediculous to invest that kind of money is "todays top tech", and if someones willing to sign away that kind of cash, they need to be given "BIGTIME PRIORITY" treatment. just my opinion

Speaking as a first time Alienware customer, I do think that their customer and tech support are fairly good. However my notebook developed a serious problem within 5 days of my recieving it, and has to go back to them for a mobo replacement. Now I am willing to accept that sometimes shit happens, and that I may just be unlucky, but I paid my money nearly a month and a half ago, only just recieved my system and now I'm expected to wait "3 to four weeks plus shipping", and seeing as I'm in Colorado that could mean over a month for them to replace a defective component, do their diagnostics and send it back to me.
Furthermore I am an international student and I am only in the US for around 10 months, so far it looks like 2 or more of those months will be spent waiting for my system. I really dont have the time for this. However at least I am talking from experience about this issue, I always wanted an Alienware because I believe they make the highest quality systems, however the notebook I'm sitting at right now has to be posted tomorrow and I dont know when I am going to get it back.

I might ask them to replace my WUXGA display as some form of compensation, since it has a few dead pixels and minor scratches on the screen, however I wouldnt dare ask for something that might delay me getting it back even further, what do you guys think? I will certainly be considering a refund if they dont do something for me, ideally put me on a rush ticket to have my system sorted and back to me within a week or two....

So tell me genius, how do they ship this guy his ALX in the P2 chassis, when they don't have any yet?

If you follow his stories here, he has repeatedly changed his order to add the latest hardware and components Alienware offers, and that causes delays.

The only option that would have helped donkey is if they wouldn't allow him to change his order and he'd be here pissing and moaning about that too.

I originally ordered my m9700 in May, didn't get it until early September. I've bought six systems from AW now, do you also feel that AW should have given top priority to shipping my m9700 with components they hadn't certified yet? I changed my order, and AW allowed me to do so with no penalties or the need to cancel my previous order more than once, but you don't see me here bitching that my self caused delays are AW's fault.

I'd suggest you spend your time on the Dell forums trying to explain Dell's massive delays with the XPS 700 system. Might be a better use of your time.

If your screen has scratches and dead pixels, they'll replace it under warranty if it qualifies.

I doubt AW will pay for a screen upgrade just because of a memory slot that died after five days of use. It passed their run in testing, and apparenlty worked fine for you for several days. They are required under warranty to replace the mobo and they will, but to expect them to give you an expensive part upgrade due to a hardware failure that was no fault of their own is probably not going to happen. You should ask though, as they might give you a discount on the upgrade if they'll even do it.

LOL forget it, you missed my point. Hammer you should have become a lawyer, you would be great at it! Seriously I mean that in a complimentary fashion.

I really don't agree with this whole "I spent XXXX on a system, that means I'm better then everyone else" crap that everyone tries to argue.

Yes, he spent between 4000-6000 on his alx, does that mean he is better then me who only spent 3500 on my system? I think for too long in the world, everyone thinks that money solves all, cures all, is all. At Alienware, they just treat everyone as a customer, which totally works for me.

Sorry I should have pointed out, I already have the 1920x1200 WUXGA screen, I would just have liked one that didnt have small scratches and some dead pixels Not asking to upgrade, just to replace, but I dont want to risk delaying getting my system back.

I changed my order twice - that's all. The first change was within a fortnight of my initial order, which hardly constitutes a massive delay. The estimated delivery date for the system after I made this first change was July 8th, which I believe has now come and gone, if I remember correctly.

And when I changed my order to include the P2 chassis I was told on the phone that it wouldn't delay my order any more, as all the bits were already in stock. That is what I based my decision to change on, but yet again I was being told whatever the salesperson thought I wanted to hear.

He spent much more than 4k on that ALX....

and I kind of agree with you, and I kinda disagree. Just like if you buy a Ferrari, you SHOULD get treated a LITTLE more "special" than the guy who bought a Mustang. Now should the guy who buys the Mustang be treated like crap? no...but for spending the money for the Ferrari you should be given SOME special treatment...even if its a free lunch while you wait for your car to be serviced.

Your analogy doesn't quite work. If you buy a Ford Focus, I'd be expected to be treated just like if I bought any other Ford vehicle.

If I bought a Ferrari, then I'd expect Ferrari service.

The alx isn't a seperate company, just another product line. It's not bulletproof, crap can happen that is out of Alienware's control.

I totally agree. If someone only spends 700 $ on an AW. when somebody else spends 8k, does that make the person who spent 8k on their PC better then the person who spend 700 $? No it doesn't. They should be treated equal, but I think that Alienware smart to do the ALX service because people love great service, and everyone loves Alienware. Hell when i think of "gaming," i think of Alienware. Thats the 1st thing that pops into my head. Everybody is drooling over the ALX, then they see the ALX support thingy thats says like how you have your own person for you PC, and that makes people more crazy. So I think that it was for marketing reasons. People don't flame me. This is my opinion, i am not forcing you to agree with me.

Well, part of the high price he paid was for the ALX service. I agree we all should get top notch service, however, his service should be priority.