ALIENWARE ReviewI don't know where they got the "Award winning service & support" from but it is horrible. I am now on 6 weeks with the same problem. Oh, and by the way, incase you have not learned by now on site service (that you pay extra for) only covers installation of hardware if you ever receive it. Oh and your respawn disk you paid for did not work either. Don't get confused on customer service. The people are all real nice and tolerate a lot I can imagine because I have handed out some frustation and had to apologize. But the follow through is the worst I have ever dealt with.
I bought a 51-m7700 in April. It performed great. In July it started freezing up if I backed out of a website or closed a Adobe file. Called the support and they had me run memory diagnostic, then decided it was the hard drives. I agreed. Been there before. They wanted me to burn the drives and start over. Since my respawn disk did not work, it took until 5:00 am with down loading drivers and reinstalling all my work software. And it continued freezing up.
Called back. They said I would have to test the hard drive. I did. Then said I would have to test the hard drives individually. I am no tech and should not be puling had drives out of a laptop. Another 3 hour process. Called back with the results. One drive came back with errors and one froze at 50%. Well they wanted me to run the test while I was on the phone. First one came back with errors again. "Ok that is the problem we'll send you another drive." I replied asking about the other that freezes during the test. So they had me install windows on the single drive. Installed fine. The tech said there was no problem with that drive. I told him with the two together windows installs fine but it freezes up. He wanted me to run another test and call back. I said no I have been on the phone for 5 hours not getting any work done so he can stay on the phone and wait. Well the test froze at 50% AGAIN. Finally he agreed to send two hard drives a a ribbon cable.
A week later my drives show up. Or I thought. Imagine that. There was only one in the box but the shipping order said two. I call back. "We'll have to do an investigation. Call back the next day and they had no answer yet. Called back an hour later and insisted on a manager. He said he knew someone in shipping and would get it taken care of and get it out to me. Well 4 days later nothing.
I call back, it's still under investigation. Ok, now I get it. They are deciding if I have spent over $3600.00 on a laptop to want to steal a $160.00 hard drive. I'm furious. They wanted me to send two hard drives back and they would send me the other. NO. Then I have half my drive and no working computer. Should I really trust them at this point.
Finally support gets approval to send me another drive. I ask to use my FEDEX number to get overnight shipping so I can assemble it over the long weekend and reinstall the software and be able to work on Tuesday. Nope. Company policy. But they did agree to two day shipping. So it should have been delivered last Saturday. Nope.
I call back. No FEDEX confirmation number by Tuesday. Well I get the guy that was getting the two day delivery. He remembers me and goes to find out what is wrong. Oh, imagine this. "Out of stock. Call back in a week."
This has cost me a lost of time and money on my job. I live by my computer. This one never moves off my desk so it is not a result of being banged around. I buy a new laptop every year. The idea was I would not buy another for three years. I could of had the hardware problem on a $1200.00 HP from Best Buy, had the hard drive warranted and back in two weeks. I've done it. And having to use it now.
PC World needs to review there Awards and update them. Do a google search and see how the satisfied to disatisfied has changed since last year. This is the worst customer service I have ever seen.
Oh and to top it off. They billed my credit card the $160.00 for not returning the hard drives within 5 days when they only sent me one.
I don't hold them responsible for the hard drives failing. There service is horrible. You build a reputation on repeat business. This is not going to get repeat business. Especially from a small business owner.
Oh and by the way, it takes two hours to change a delivery address if you have moved.