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Has Anyone Acually Sued Alienware?

post #1 of 31
10/5/07 at 3:28pm
Thread Starter 
Im curious if anyone knows of anyone or themselves had tried to sue Alienware for selling a bad product? I purchased a 7700 almost 2 years ago and have had nothing but serious issues with it(motherboard died 3 time, processor replaced, power supply replaced) and it keeps breaking down after one "specialist" after another guarentees it wont happen again, and it will be like new. Ive asked for a complete replacement at this point and have been getting nothing but the run around, from email us so its documented, and then after sending the same email a dozen times and claiming it was never recieved, too my manager will call you back but I dont know when and never getting a call. Im fed up and feel Ive been had in the biggest way. I know some poeple have had great experiences and others have not. But to me this is just very bad businees practce and wonder if they are trying to ignore a customer with a legitimate complaint how it falls in legal terms of being protected.

Thanks for letting me vent, but in all my life Ive never dealt with such an unprofessional company as I have with Alienware.
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post #2 of 31
10/5/07 at 3:40pm
man if you could, then GM and ford would be out of business
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post #3 of 31
10/5/07 at 4:28pm
I say keep trying, I was in the same boat you were and they finally took care of me. It took me 2 months to get my situation fixed, in the end Alex the COO ended up calling me on my cell phone personally.
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post #4 of 31
10/5/07 at 6:42pm
You can sue anybody in America, what a country...

I think you'd have trouble being succesful in a lawsuit against AW over the Clevo d900, unless you can show they intentionally singled you out and sent you a known faulty system, and screwed up the repairs on purpose.

There have been a few legal cases against AW, including a class action suit over the m7700, but they haven't been succesful to date as there has been no proof of intent of AW to defraud anyone, or evidence that can conclude that the m7700 is out of line for industry standards.

What I'd do were I you... If you haven't yet, ask to have your issues transferred to CIT (critical issues team), and make sure they know how often you've had to have your system in for repairs. The warranty entitles the owner to a replacement system, or refund if a reasonable amount of attempts to repair have been unsuccesful. The legal issue here is what is a reasonable number of attempts, and in the warranty that is determined by AW.

Sorry you've had so many issues with your 7700. It does seem that problematic 7700's can really be problematic...
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post #5 of 31
10/5/07 at 6:47pm
There goes Hammerhead with all that common sence, experience and good advice again. Deserves the Green Community Rep moniker.



Zoid
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post #6 of 31
10/5/07 at 8:00pm
Thread Starter 
Quote:
Originally Posted by Hammerhead View Post
You can sue anybody in America, what a country...

I think you'd have trouble being succesful in a lawsuit against AW over the Clevo d900, unless you can show they intentionally singled you out and sent you a known faulty system, and screwed up the repairs on purpose.

There have been a few legal cases against AW, including a class action suit over the m7700, but they haven't been succesful to date as there has been no proof of intent of AW to defraud anyone, or evidence that can conclude that the m7700 is out of line for industry standards.

What I'd do were I you... If you haven't yet, ask to have your issues transferred to CIT (critical issues team), and make sure they know how often you've had to have your system in for repairs. The warranty entitles the owner to a replacement system, or refund if a reasonable amount of attempts to repair have been unsuccesful. The legal issue here is what is a reasonable number of attempts, and in the warranty that is determined by AW.

Sorry you've had so many issues with your 7700. It does seem that problematic 7700's can really be problematic...

yeah I know suing them would be a dead end for me, and its frustration seeing how many times they've had my 7700 and have replaced practically every major componant multiple times. Are their current laptops causing the same kind of problems the 7700 have been in the past also?
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post #7 of 31
10/5/07 at 9:02pm
Quote:
Originally Posted by GodFather View Post
yeah I know suing them would be a dead end for me, and its frustration seeing how many times they've had my 7700 and have replaced practically every major componant multiple times. Are their current laptops causing the same kind of problems the 7700 have been in the past also?
Currently there aren't any laptop models that have caused the problems the Clevo d900 (M7700) has. Just so you know the m7700 which is basically Clevo d900 rebadged with a different color and sweeter lid enclosure. If you go to any forum dealing with laptop problems and type in clevo d900 you will easily find the most amount of posts that refere to the mobo dying, heating issues, gpu's going bad etc. etc..... Clevo is the company who should have bucked up and apologized, however they are not monetarily responsible. Alienware is aware that the m7700 had a number of issues and if you are consistant and persistant you will be satisfied with the outcome. Hammer already suggested what you need to do and it is nearly a guarantee that Alienware will do their very best to make you the customer happy. You just need to talk to people that know what they are talking about and not the base customer service people, who I might add in other circumstances are extremely helpful but if it is a product quality issue you need to go up the chain of command ladder to find someone who can make actual decisions.
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post #8 of 31
10/8/07 at 10:15pm
Alienware is a great company, but there is no way any Alienware apologist can defend the m7700 platform. What a turd. Alienware and/or Clevo should really be taken to task about it. You are the one who shelled out the dough for it and someone should stand up and take care of it for you.

Three motherboard replacements is absurd. If I dropped $4-5K on a system and had it in the shop more than on my desk, I wouldn't sleep until it was made right.

I know others have gotten replacement systems for their 7700. Keep trying.

The 7700 is probably THE biggest reason Alienware gets slammed and has hurt Alienware's goodwill greatly. I rarely read complaints about other model lines. Every reseller that shipped that Clevo model got screwed.
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post #9 of 31
10/9/07 at 12:01am
Quote:
Originally Posted by Metal-Box View Post
The 7700 is probably THE biggest reason Alienware gets slammed and has hurt Alienware's goodwill greatly. I rarely read complaints about other model lines. Every reseller that shipped that Clevo model got screwed.

very true. There have been several complaints to Sager about it as well. unfortunately though, complaining to Sager or Alienware won't do anything when the problem is Clevo's.
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post #10 of 31
10/9/07 at 3:34pm
Thread Starter 
Ill tell you what Alienwares problem is. Selling defective merchandise and then when trying to resolve the issue promising they will have someone appropriate to contact you, and never hearing from them. Then calling xxx times a day to TRY and find someone who will represent the matter and nobody will with another promis of a return call and not getting one. This is called poor business practice, and I would dissuade anyone I ever meet to never buy an Alienware computer. the company has to be the most unprofessional company Ive dealt with in my whole life.

They have lemon laws for people who buy used cars for less than what we paid for this overpriced crap and I wish we had some laws we could stick back to Alienware for being responsible for what they are selling.
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post #11 of 31
10/9/07 at 3:38pm
Quote:
Originally Posted by GodFather View Post
Ill tell you what Alienwares problem is. Selling defective merchandise and then when trying to resolve the issue promising they will have someone appropriate to contact you, and never hearing from them. Then calling xxx times a day to TRY and find someone who will represent the matter and nobody will with another promis of a return call and not getting one. This is called poor business practice, and I would dissuade anyone I ever meet to never buy an Alienware computer. the company has to be the most unprofessional company Ive dealt with in my whole life.

They have lemon laws for people who buy used cars for less than what we paid for this overpriced crap and I wish we had some laws we could stick back to Alienware for being responsible for what they are selling.

You don't need a lemon law for fraud, if you believe AW was fraudulent with your purchase, sue them.

Good luck.
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post #12 of 31
10/10/07 at 4:22pm
Quote:
Originally Posted by Djembe View Post
very true. There have been several complaints to Sager about it as well. unfortunately though, complaining to Sager or Alienware won't do anything when the problem is Clevo's.
ROFL thats way to rash of a way to say it. Just because Clevo made the barebones you are still the company that resold it badges as your product. Simple as that can be. To an avg consumer looking to buy a product they see the label Alienware and think Alienware product. So the responsibility falls on the seller Alienware to fix the problem once it falls onto the hands of the buyer (well when I say that if the problem has nothing to do with abuse the owner of the system has done to but is the fault of the machine itself).
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post #13 of 31
10/25/07 at 9:00pm
I would love to sure them as well, heres my story if you want to read it http://www.notebookforums.com/showth...58#post2759858

In my opinion Alienware is just a terrible company hiding behind all of their high end advertising and so called "ulltimate computers". When really, their products are junk and when something goes wrong they just simply ignore you and hope you will give up.
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post #14 of 31
10/25/07 at 9:07pm
its kinda funny that i have never had any problems with my four alienware computers...and when i had an issue with one of my systems because of a driver they stayed on the phone for two hours trying to find drivers that would work correctly because the one on their website were the wrong ones...if your computer is out of warranty then its not their problem anymore... and if you are that pissed at them then sue them...but if your warranty is out then you will lose then they will sue you for court cost and fees... enjoy...
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post #15 of 31
10/25/07 at 9:25pm
Quote:
Originally Posted by Mikeyeg View Post
I would love to sure them as well, heres my story if you want to read it http://www.notebookforums.com/showth...58#post2759858 In my opinion Alienware is just a terrible company hiding behind all of their high end advertising and so called "ulltimate computers". When really, their products are junk and when something goes wrong they just simply ignore you and hope you will give up.
I do agree with you on one thing that maybe they should have better diagnosing tests to be able to repair your computer, but to say that they simply ignore you doesn't make sense. You have to let them know what's wrong. And it may take two or even three trips to the repair it. But, eventually they will. This doesn't mean that they ignore you.
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post #16 of 31
10/25/07 at 9:28pm
i think they got pissed and started yelling and being unprofessional with alienware and if i was in their shoes i wouldnt want to help someone that was being an a@@ over the phone like some people do..
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post #17 of 31
10/25/07 at 9:30pm
Quote:
Originally Posted by littlefrankus View Post
i think they got pissed and started yelling and being unprofessional with alienware and if i was in their shoes i wouldnt want to help someone that was being an a@@ over the phone like some people do..
edit: It's hard to help someone who isn't even listening to what you say.
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post #18 of 31
10/25/07 at 9:34pm
yeah thats probably true...
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post #19 of 31
10/26/07 at 12:07am
Well I guess sometimes it almost seems like they are trying to. However, either way it is completely ridiculous for a $3500 laptop to be as poor as mine is.
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post #20 of 31
10/26/07 at 2:49pm
i bought the m7700 in dec 2005 and after 6 moths the mobo fried on me and then a couple of months later the disc drive quit reading. Alienware resolved these issues with no problems at all. After further research and probing into these forums, did i find out that clevo was the company that put this alp top out. Thank god for me getting the extended warranty. Once i can no longer upgrade my lappy i will get another alienware but with more research. The xps looks just as good but i dont know about their customer service at all.
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