New Posts  All Forums:Forum Nav:

Do not buy Alienware

post #1 of 8
12/21/10 at 7:03pm
Thread Starter 
I used to buy Dell both for personal use and for my company, but will never do business with them again. I purchased a loaded Alienware M17x last year with all the next day support and extended warranties that you can buy. When the box came, one of the fans wasn't running right. It took 3 calls and two techs to fix it. After they replaced the fan, my speakers were never the same (fuzzy playback). Three weeks ago, the box siezed up and wouldn't boot. I called into support and was walked through pulling the hard disks and swaping them out to diagnose the issue. I told the guy that this was a work computer and I had a lot of data and software on the box that I didn't want to lose. Net is he sent me one drive which didn't solve the problem, but did cause me to lose my data. Next his supervisor send me two disks which also didn't solve the problem. Finally, the the tech that came out to replace the motherboard broke another circuit board when he was replacing the motherboard. He called me back later to tell me that I had to send the machine in and it would be 7-10 business days to get it back. Dell/Alienware support is so bad that I will never do business with them again and the quality of the product is total crap. Alienware might have been a good company before it was bought by Dell, but not anymore.
Reply
Reply
post #2 of 8
12/21/10 at 7:27pm
Sorry to hear that you had a rough time with the machine - lots of call-in in one year. Hopefully they can replace it with something that will be much more solid than the 1st one.

cheers ...
Reply
Reply
post #3 of 8
12/22/10 at 10:50am
How did they replace the fan? Did they make a house call? Sorry for your trouble but I've had great experience with Alienware and Alienware support.
Reply
Reply
post #4 of 8
12/22/10 at 11:47am
I have to say, I have owned eight Dells over the years, mostly Latitudes, but a couple of Inspirons as well for work and personal use/ownership and I have had great experiences with next day service and support.

That being said, it is my opinion that in general the quality of all types of products and services has been on the decline over the past five years. Companies are trying to cut costs and increase earnings for the benefit of the shareholders and they are less concerned with producing the highest quality product and support for the customer.

I am sorry to hear about your bad experience as well. For the price you paid, you deserve better than some amateur service outfit trashing your machine and more importantly, your data. I hope you had a good backup scheme in place ...
Reply
Reply
post #5 of 8
12/22/10 at 7:36pm
Thread Starter 
The sad thing is I have had good luck with Dell up until last year. I have an XPS M1710 that is still alive and kicking and I always got good service for it. I think the issue with Alienware is that Dell support hasn't fully integrated it in. The guys that are coming out to the house just don't seem to be very well trained. Don't get me wrong, I like the machine, just not the support. It will be interesting to see if I get a response back from any of the execs I sent an email to.
Reply
Reply
post #6 of 8
12/22/10 at 7:42pm
Quote:
Originally Posted by austinh2o View Post
The sad thing is I have had good luck with Dell up until last year. I have an XPS M1710 that is still alive and kicking and I always got good service for it. I think the issue with Alienware is that Dell support hasn't fully integrated it in. The guys that are coming out to the house just don't seem to be very well trained. Don't get me wrong, I like the machine, just not the support. It will be interesting to see if I get a response back from any of the execs I sent an email to.
You hit it right on the head here

cheers ...
Reply
Reply
post #7 of 8
12/22/10 at 7:57pm
Agreed, Dell has a responsibility to their customers to provide service at a level of expertise commensurate with the cost!
Reply
Reply
post #8 of 8
12/22/10 at 8:24pm
Quote:
Originally Posted by austinh2o View Post
I used to buy Dell both for personal use and for my company, but will never do business with them again. I purchased a loaded Alienware M17x last year with all the next day support and extended warranties that you can buy. When the box came, one of the fans wasn't running right. It took 3 calls and two techs to fix it. After they replaced the fan, my speakers were never the same (fuzzy playback). Three weeks ago, the box siezed up and wouldn't boot. I called into support and was walked through pulling the hard disks and swaping them out to diagnose the issue. I told the guy that this was a work computer and I had a lot of data and software on the box that I didn't want to lose. Net is he sent me one drive which didn't solve the problem, but did cause me to lose my data. Next his supervisor send me two disks which also didn't solve the problem. Finally, the the tech that came out to replace the motherboard broke another circuit board when he was replacing the motherboard. He called me back later to tell me that I had to send the machine in and it would be 7-10 business days to get it back. Dell/Alienware support is so bad that I will never do business with them again and the quality of the product is total crap. Alienware might have been a good company before it was bought by Dell, but not anymore.
How many forums are you going to hot up with this non-sense? This isn't helping anyone believe it or not. Go post where people like to post this stuff here....
http://www.ihatedell.net/
Reply
Reply
New Posts  All Forums:Forum Nav:
  Return Home
  Back to Forum: Alienware General