It was mostly just annoying stuff. They shipped the computer the day before I was leaving on vacation (ahead of schedule to their credit), so I asked that they delay the shipment so it didn't get here and then get sent back. They settled on rerouting it to my vacation desitination, but never actually followed through. At one point a supervisor said he would help me get it straightened out, even offered a full refund, gave me his email address and phone number, and then he would refuse my calls. When I got the computer, the configuration was incorrect, I had changed my order for a 100 GB drive for the system drive, a 60 GB 7200 RPM for the secondary. They got that wrong (60 GB for system, slower 100 GB for secondary), and considering it was an Ozma M (audio) it should have been apparent that a person might want a fast secondary drive for audio data. I should have known they would screw it up, because the woman on the phone didn't even know how to change my order, I had to guide her through their website to get it. Throughout trying to get the computer, I would call customer service, nothing would ever get resolved. It was just amazing. They would often promise return calls, I never got any. I also got the hard shell case for the computer and it came with a dent in it. I have just gotten so completely frustrated with them, that I haven't even bothered to follow up. It would just be another runaround I don't have time for.
I recently ordered the ATI 9700 video card, and they said it would ship the next Tuesday, but it shipped two weeks later. I was having problems with the 5700 video card, posted on their forum, no response whatsoever (I wonder why they hang out here, but won't service their own forum, seems strange). Downloads from their website have been incredibly slow, I have a high speed ADSL connection and when I have downloaded driver packages, I get 17K download speeds as opposed to 80K on most sites.
Anyway, nothing major, but I just don't understand the raves about Alienware. I also collect high end Gibson Custom Shop guitars, and I had a problem with one. Gibson bent over backwards to take care of me, they sent me a Custom Shop clock, stool, t-shirt collection, and gave me the pick of the litter to replace the problem guitar. In this case the guitar was about the same price as my Alienware PC, and the way Gibson took care of me was so completely different from Alienware.
As I mentioned in my other post, I was so dissatisfied, I just ordered a Dell XPS for my son. He really wanted an Alienware, but he saw what a hassle I had with the company, and he seemed relieved he was getting an XPS. I know I can't really expect much more from Dell, but I am certainly not expecting less, cause Alienware has done nothing for me. From what I saw, no one was interested in customer satisfaction, just blindly following a bunch of rules that get in the way of servicing the customer. I really have never had an exchange with someone at Alienware that actually solved any problem other than one interaction with a shipping guy. Everything else has been a runaround and a waste of time. I noticed another thread about a guy with a Sentia, Alienware has had it for 66 days, and despite intervention by one of the Alienware guys who posts here, he is still waiting. It's all about results, and they seem short on that.
So, I guess my point is, if other people are getting the same service I am, I am not at all surprised their numbers are dropping. Once bigger 7200 RPM notebook drives come out, I will be looking at something like the 7700, but I will look at other brands as well, and continue to look at feedback here.