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Horrible Alienware Support - Page 3

post #41 of 77
10/27/06 at 7:35pm
Thread Starter 
Ok, now I just spent $430 to get my laptop fixed the other day; and they sent me it back broken. This is extremely cruel. I just need a computer for school among other things and they have been playing ****ed up games with me. This is extremely wrong.
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post #42 of 77
10/27/06 at 8:20pm
Thread Starter 
Now I just waited on the phone an entire hour and 30 minutes to speak with a supervisor (Victor Ruiz is NEVER there), and the support representative kept telling me throughout the entire hour that the person was almost ready and that I would get to talk to them in 5 minutes; then he told me that Alienware support was closing and that they would give me a call back on Monday; when I cannot accept ac all, which is why I called on Friday. ****ing bastards. I get a horrible feeling in the pit of my stomach every time I think of how badly Alienware screwed me over, I can't believe I have spent thousands of dollar only to be screwed over by a horrible company.
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post #43 of 77
10/27/06 at 8:26pm
Quote:
Originally Posted by Hammerhead
I know the OP will disagree with me, but I've been around AW for a long time now, and they usually do give the benefit of the doubt to the customer. It sounds like they were going to replace the screen and deal with his issue until they examined the damage, so they must have found something that leads them to believe the damage was caused by the user. Not sure what that would be, but for AW to take this stand they must have a reason.

They have claim agents, so were I the OP I'd call the AW Miami office and ask the receptionist for a claims agent and try to find out why AW is taking this stance.

The case that comes to mind for me is a guy recently that said his machine arrived without a processor. AW had him send it back so they could put one in, but when they received the system and put a new processor in it, apparently the computer had been used, games were loaded on the hd and played so it was obvious he had a processor at one point.

I'd be persistent and continue to pursue this as it sounds like the OP did everything he could by immediately calling AW and reporting the damage, or at least he says that's what he did.

Major damage like this can be avoided by asking the FedEx driver to wait a minute while you open the box and do a quick check for damage, especially if the box shows damage. In this case, if the screen was broken the customer could have just refused to sign for delivery, then called AW and explained the situation. Without a signature for delivery it would be pretty clear the computer was never in his possession so he couldn't have "misused" it.

what you say sounds reasonable, though I have received a couple packages (through regular mail) which seemed to have received little or no damage but when I opened it the contents was damaged. but then the packing wouldn't have been as good as what a laptop should be packed in.
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post #44 of 77
10/27/06 at 8:28pm
I'm curious Atomicfog... Was there any other damage besides the screen when you sent the machine back? Box damage, case damage, keyboard damage?

And how was it "broken" when returned?
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post #45 of 77
10/27/06 at 8:30pm
Quote:
Originally Posted by almmohd
what you say sounds reasonable, though I have received a couple packages (through regular mail) which seemed to have received little or no damage but when I opened it the contents was damaged. but then the packing wouldn't have been as good as what a laptop should be packed in.

I received one desktop from AW that wouldn't boot, but reseating the video card fixed that, so it took a bump in shipping that was enough to cause it to malfunction, but no damage.

I just don't see how it's possible the screen could be damaged like shown in the original picture without major damage to the shipping package, or to other parts like the case or keyboard.

For all we know AW could have approved the claim, then received the system and found obvious signs of it being dropped or abused.
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post #46 of 77
10/27/06 at 8:34pm
Thread Starter 
Quote:
Originally Posted by almmohd
what you say sounds reasonable, though I have received a couple packages (through regular mail) which seemed to have received little or no damage but when I opened it the contents was damaged. but then the packing wouldn't have been as good as what a laptop should be packed in.
It is reasonable. That is why I am so disgusted at Alienware's service. They just took my money and left me with a broken laptop. I ordered it way back in August for school, and I still haven't received a working product for my $2200, and I have spent at least 30 hours of my life on the phone with the extremely aggravating customer service, and have gotten nothing but anger and stress from it. Why does this have to happen!?!? I just wanted a working laptop from a good company that would last me through college, but I got the exact opposite.
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post #47 of 77
10/27/06 at 8:58pm
Quote:
It is reasonable. That is why I am so disgusted at Alienware's service. They just took my money and left me with a broken laptop. I ordered it way back in August for school, and I still haven't received a working product for my $2200, and I have spent at least 30 hours of my life on the phone with the extremely aggravating customer service, and have gotten nothing but anger and stress from it. Why does this have to happen!?!? I just wanted a working laptop from a good company that would last me through college, but I got the exact opposite.
Did you buy it on credit card? If so you probablly have some options with refunds and/or insurance through them. Call AW and tell them you are going to send the laptop back to them and do a chargeback on your credit card - that will usually get their attention.
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post #48 of 77
10/27/06 at 9:15pm
Quote:
Originally Posted by Atomicfog
It is reasonable. That is why I am so disgusted at Alienware's service. They just took my money and left me with a broken laptop. I ordered it way back in August for school, and I still haven't received a working product for my $2200, and I have spent at least 30 hours of my life on the phone with the extremely aggravating customer service, and have gotten nothing but anger and stress from it. Why does this have to happen!?!? I just wanted a working laptop from a good company that would last me through college, but I got the exact opposite.

Again, was there any other damage to the machine or to the packaging materials?

You say AW was approving your claim, but once they received the machine they determined it was misuse so I'm curious if there was any other damage like a broken hinge, or scuff marks, cracks or broken keyboard.

This reminds me of a guy from another forum that said one day he picked up his Alienware laptop, and it simply split in two. He was pissed at AW for not replacing his system with a new replacement, but it was obvious he'd dropped the system and it broke in half.

You can complain all you want that AW is ripping you off, but we don't know anything about you other than what you've said, and frankly to see the damage you showed in the pic without there being other damage on the machine doesn't make any sense.

I've seen several people trying to put one over on support to get systems they destroyed or dropped repaired for free. Alienware doesn't respond to this kind of stuff publicly, so you've got an open forum here to complain, but the story you're telling doesn't make sense.

If in fact you're telling the truth, it's very unusual for AW to refuse the claim. They must have evidence you're not telling the truth or they wouldn't take the stand they are.

Maybe you should get a Dell, they replace systems even if the customer is the cause of the damage if you buy the right coverage.
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post #49 of 77
10/27/06 at 9:16pm
Quote:
Originally Posted by One_Eye
Did you buy it on credit card? If so you probablly have some options with refunds and/or insurance through them. Call AW and tell them you are going to send the laptop back to them and do a chargeback on your credit card - that will usually get their attention.

Unless they have evidence that shows the damage was through misuse.
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post #50 of 77
10/27/06 at 9:35pm
You paid for LCD replacement on the 24th and you have received it "broken" on the 27th? Man them guys are fast! You obviously avoided Hammerhead's questions on what is wrong now and just went straight to complaining...starting to wear thin Atomicfog.

Oh yeah, you are definitely Killin' Me...

Zoid
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post #51 of 77
10/28/06 at 3:45am
Thread Starter 
I'm not on these forums 24/7; I am not "wear[ing] thin" either, which is a rude thing to say since I already have more than enough problems I am dealing with right now. Though it doesn't matter who does and doesn't believe me since I am just posting here to warn people and possibly get help (Though the only person who offered help, Alienware-Steve has ignored my PM back to him saying that I do want help.) I already explained several times throughout this post that the laptop is in pristine condition other than the crack on THE INSIDE of the computer. I can even take more pictures of it now that they sent it back still broken. Also, about them shipping it back, when I called to get the screen repaired they said that they were shipping it back since I didn't want to pay. Once they said that I told them I would pay now and file a class action suit later, and they went along with it. They said that it hadn't been sent yet, and that they would fix it for $430, so I gave them all my credit card info and received an email that I ordered for a screen repair. Now they sent it back to me NOT fixed.
Quote:
Originally Posted by One_Eye
Did you buy it on credit card? If so you probablly have some options with refunds and/or insurance through them. Call AW and tell them you are going to send the laptop back to them and do a chargeback on your credit card - that will usually get their attention.
Thanks for the help, but I was trusting and took the money from my bank since my credit card wouldn't pay that much money. I REALLY wish I had used a credit card; it would have made this whole situation alot easier. When I bought the computer I didn't even think about the consequences of not using a credit card... I really thought Alienware was a honorable company.
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post #52 of 77
10/28/06 at 6:11am
Alienware is an honorable company, they just don't fix customer caused damage under warranty.
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post #53 of 77
10/28/06 at 6:19am
Thread Starter 
Quote:
Originally Posted by Hammerhead
Alienware is an honorable company, they just don't fix customer caused damage under warranty.
Didn't I already say that it isn't customer caused damage? I offered them all the evidence possible to prove that it wasn't customer caused damage, and I called them the very first day I received the damaged product.
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post #54 of 77
10/28/06 at 8:04am
AW should look into having a Completecare program like Dell or HP and maybe then some of the problems like this can be avoided. customers can pay extra for added peace of mind ?
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post #55 of 77
10/28/06 at 8:55pm
Thread Starter 
Quote:
Originally Posted by almmohd
AW should look into having a Completecare program like Dell or HP and maybe then some of the problems like this can be avoided. customers can pay extra for added peace of mind ?

They shouldn't screw up this badly in the first place.
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post #56 of 77
10/29/06 at 9:50am
crap triple post has viewing and posting become more difficult for anyone since the new look of this site?
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post #57 of 77
10/29/06 at 9:51am
just me again...sorry bout the triple post
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post #58 of 77
10/29/06 at 9:52am
you're absolutely right. maybe it wasn't them...i know a guy who orders a lot of dell laptops for resale. he says those things get a lot of rough treatment in transit. of course if it were damaged in transit it would still be AWs responsiblity since it was there choice of courier so they would have to fix it. what i meant with the compcare is that even if they thought the damage was caused by you they would HAVE to replace it at no charge to you, so you wouldn't have these worries now.
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post #59 of 77
10/29/06 at 10:18am
Atomicfog- Sorry to hear about your problems. If I were in your shoes I would get the laptop fixed and immediately sue the company in the small claims court as Hammerhead suggested.

If the lappy was truly damaged when received it was clearly not fit for the purpose for which you bought it. One way or the other someone’s not telling the truth either you or Alienware. You are at an impasse you need your laptop so get it fixed then sue Alienware for the cost of the repair and a few hundred bucks for your time, stress and inconvenience.

Also if you are "sure" that the laptop was broken in transit why not get a forensic examination carried out. I know i would if someone was calling me a liar. Shouldn't cost you a lot, relatively speaking, $200 $300 and if you are successful you will recoup any expense on your claim, you may want to check this. Alternatively get a lawyer to write Alienware a letter asking them for their reasons for turning down your claim, they must have a reason form what you have said. That shouldn’t cost you too much. Big firms respond better to Lawyer headed notepaper. Why not also advise your local consumer trading standards bureau if you have such a thing in the US.

An examination will reveal what caused the screen to crack whether by external pressure or internal pressue i.e. by earphones left on the device when closing lid, does happen, and also identify any fragments left in the crack, from what you say there shouldn’t be any. Alternatively it may be inconclusive which I might suggest is just what your looking for as if Alienware do give customers the benefit of the doubt you have now got it.

Either way if you are right in what you say then stand your corner and fight if you are pulling a fast one take your medicine and be more careful next time.

I am in the UK and small claims cases are quick and easy and the cost ramifications if you lose small, unless and of course you make a fraudulent claim. (But again I am in the UK so you should check out the US claims procedure)

The moral of my post. If you are genuine fight for your rights forget Alienware support and try your own.

Hope this helps.
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post #60 of 77
10/29/06 at 10:47am
Quote:
Originally Posted by Atomicfog
Didn't I already say that it isn't customer caused damage? I offered them all the evidence possible to prove that it wasn't customer caused damage, and I called them the very first day I received the damaged product.

You've said it many times, doesn't mean it's true.

I know people that work at Alienware, and they wouldn't deny your claim without a reason.
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