After hearing all the horror stries about Alinware support I thought I'd write about a happy ending for a switch. Here's the story, bought a Area 51 7700 about 2 years ago. Have not had a single problem with it out of box. Really love the machine. About a month or so ago my DVD/CD RW quit recognising discs. It would not even acknowledge a disc had been put in. I thought oh well no big deal I have another drive available. I should have called tech support right away, but thought I would wait. Anyway last week my DVD RW/R starting messing up. It would read all discs and write to CD's, but would not burn to DVD. Now I am a clean freak when it comes to my baby alien. Run a lens cleaner through it once every 2 weeks and take all covers off and clean dust and junk out, so I know that is not the problem. I went to the Alienware support site instead of calling and AW-Warner asnwered my post. Over the course of a week he ran through several trouble shooting options. He was then satisfied that the drives needed replaced and advised me to call Customer Support. Which I did Saturday afternoon. The tech I talked to was very proffesional and corteous. He started with the trouble shooting guide stuff then I told to look in my file for the link to the posts between me and AW-Warner. He put me on hold for about 3 minutes and when he came back all he wanted was my shipping address to send me new drives. I should have them soon. Not everybody has a bad suppport story to tell. I am glad I an not another angry Alienhead.
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2/25/07 at 9:55pm