Originally Posted by wadebaker
I am writing this story to WARN everyone from buying from Alienware, so hopefully you will not encounter the same problem as me. The story i have is horrible. and i can not beleive this has happend to me, In fact if anyone has any pieces of advise of things i can do please email me and let me know, I am STUCK!!! (firstname.lastname@example.org)
1. Ok first, it took me a month and a half to receive my labtop, im thinking ok.. this i guess is normal if i am to receive a world class PC i guess they have to take their time building it. So i let this slide. But seriously though? Dell Ships in 6 days..
2. When i got it? WRONG COLOR? how do you get the color wrong?, i asked customer support, they said they do not make the 3.2 Extreme with a 16.2 inch in blue or green only silver, so im Stuck with SILVER. THanks for telling me on the website guys!! and for confirming!! good job! (cough cough)
3. The Video card is broken, Ok. i got these huge TEST reports from alienware, how are you going to run all these tests and they pass, and still send me a labtop with a busted video card that gets 6 FPS off of Ut2k4, yes i said 6 fps. My card could not even produce a 3dmark score, it crashed out every time. So i have to send that back.
4. HERE IS THE ULTIMATE KICKER.
Ok first i will start by saying i have a DEAD PIXEL, Who tested and reviewed my MACHINE? i mean how do you get that anyway when they should be looking this THING OVER before shipping it to me!! WTF!.
Ok i only have ONE Dead pixel and i will read their policy to you (my pixel is outside the center).
Alienware will replace an LCD display unit when there are 1 or more dead pixels within the center of the LCD screen as defined by Alienware and/or if there are more than 2 dead pixels located outside of the center of the screen.
Ok what this means is that iam SCREWED since i only have ONE dead pixel they will not fix it?!?!, If anyone has ever bought a brand new car . Im pretty sure you dont want to have a scratch on it!.
Well guess what my brand new alienware has a Scratch on it, and they wont Fix it.
I have spoken with customer service, Written emails, and they will not help me with this. They keep telling me sorry its our policy.
I will tell you what if this was DELL, they would have sacrificed a goat just to make me feel better, they are all about Customer service.
Alienware used to be world class in my book now iam screwed.
OK #5. The last thing i tried to do... I called them up and demanded a Refund b/c on the website it says Money back 30 days, if your not happy with merchandise. So i wanted a refund. Guess what? they want 15% Restocking fee for refunds!! thats 700$ for me to pay to get a refund Since my labtop was 4.5 grand!!!!
I paid 4.5 GRAND FOR ALL THIS CRAP, and now iam STUCK AND SCREWED, if anyone is smart go with DELL, avoid all this BS, its simple horrible that i spent all this money! and iam stuck!!! HORRIBLE!!!
Other computer manufactures have systems pre-built and ready to ship out at a moments notice. Systems at Alienware are custom Built. Your system may have taken longer to build if there were any "limited availability" parts or back ordered. Your system is custom built by one of our Agents, so it does take time, plus our quality control and integration of your system is done by individuals.
Our laptops with the 16.1 screen currently only come in Saucer Silver. When we do have other colors, they are usually limited.
Our Dead pixel policy is stated on our website. This is an industry standard. Other manufactures will need you to have 5 or 6+ dead pixels to be able to replace the LCD.