So I bought this laptop last year, ended up getting it about 2 days after the semester started, so we'll say about 9/4.
Anyway it was beautiful, for about 2 months. Then it started acting up, not playing MMOs well at all. Really laggy, overheating to the tune of 70 degrees on the desktop and around 96 in a web browser.
The tech support was awesome walking me through opening it up, cleaning out the components and reapplying thermal gel. But it only helped for about a day. This went on and on for about 6 months with me sending it in to them to be fixed twice (once for many dead pixels within about a month of purchase).
Finally, around August of this year they escalated it higher and higher and eventually it was decided they wouldn't fix it anymore. They didn't tell me anything, I just got an email saying my order was canceled and there were return shipping labels. I was about to lose my mind when I finally got a hold of Andrea.
Andrea told me they were canceling my order and after I returned the notebook they were going to build a new one with the current stock parts comparable to what I had originally purchased.
So I sent it in. I got the new one about 3 weeks later, and can really see a huge difference in its operation. It's only a few weeks old so far but Alienware (in my opinion) completely redeemed themselves. I am not sure yet that I'll risk the problems if I decide to purchase another system, but they aren't "dead to me."
Just figured I'd let you all know that if your AW purchase is the "worst mistake of your lives" then you haven't done enough to fix the problem yourselves. Call them, work with them, they will make it right. Unless it's your fault.
/cheers
Ryan
Anyway it was beautiful, for about 2 months. Then it started acting up, not playing MMOs well at all. Really laggy, overheating to the tune of 70 degrees on the desktop and around 96 in a web browser.
The tech support was awesome walking me through opening it up, cleaning out the components and reapplying thermal gel. But it only helped for about a day. This went on and on for about 6 months with me sending it in to them to be fixed twice (once for many dead pixels within about a month of purchase).
Finally, around August of this year they escalated it higher and higher and eventually it was decided they wouldn't fix it anymore. They didn't tell me anything, I just got an email saying my order was canceled and there were return shipping labels. I was about to lose my mind when I finally got a hold of Andrea.
Andrea told me they were canceling my order and after I returned the notebook they were going to build a new one with the current stock parts comparable to what I had originally purchased.
So I sent it in. I got the new one about 3 weeks later, and can really see a huge difference in its operation. It's only a few weeks old so far but Alienware (in my opinion) completely redeemed themselves. I am not sure yet that I'll risk the problems if I decide to purchase another system, but they aren't "dead to me."
Just figured I'd let you all know that if your AW purchase is the "worst mistake of your lives" then you haven't done enough to fix the problem yourselves. Call them, work with them, they will make it right. Unless it's your fault.
/cheers
Ryan
