In early January of 2010 my Alienware m15x broke for the 4th time. I explained to AW that my laptop was clearly a lemon, and every time they sent it back "repaired" it came back with the exact same problems and broke a few months later (sometimes it broke the day I got it back). After a month and a half of unreturned phone calls, department transfers, and idiocy an agent by the name of Kristopher Crawford finally agreed to process a cancellation of my item and customize a brand new one for me.
What I actually wanted was to have my money refunded and allow me to buy a Dell (non-AW) computer. But they would not agree to those terms.
He told me that he would send me the cancellation and RMA number right away and once they got the computer he would call me and we would go through customizing the new computer together. This was in the last week of February.
Finally, after calling multiple times, by March 25th- he finally sent me the cancellation and RMA number. I sent the computer back right away.
It is now April 25th and I have not recieved word from Alienware. I have called multiple times, only to be told I would be called back. Never happened.
Meanwhile I have had to dig deep into my saving to buy a replacement cheapo laptop as I am a college student and cannot afford to go without a computer- especially as finals approach.
At this point I am considering not attempting to call anymore and see how long it takes them to finally get back to me. I am so upset. All I want to do is get my money back and take my business elsewhere, but they are holding me hostage to their company (in a sense).
So what should I do? Do I have more leverage now to get what I want? Or am I stuck at their mercy?
Any ideas would be helpful.
Thanks so much,
Eli
What I actually wanted was to have my money refunded and allow me to buy a Dell (non-AW) computer. But they would not agree to those terms.
He told me that he would send me the cancellation and RMA number right away and once they got the computer he would call me and we would go through customizing the new computer together. This was in the last week of February.
Finally, after calling multiple times, by March 25th- he finally sent me the cancellation and RMA number. I sent the computer back right away.
It is now April 25th and I have not recieved word from Alienware. I have called multiple times, only to be told I would be called back. Never happened.
Meanwhile I have had to dig deep into my saving to buy a replacement cheapo laptop as I am a college student and cannot afford to go without a computer- especially as finals approach.
At this point I am considering not attempting to call anymore and see how long it takes them to finally get back to me. I am so upset. All I want to do is get my money back and take my business elsewhere, but they are holding me hostage to their company (in a sense).
So what should I do? Do I have more leverage now to get what I want? Or am I stuck at their mercy?
Any ideas would be helpful.
Thanks so much,
Eli
