Here's another Horror Story just in time for Halloween!
At the present time, my son is also having major malfunctions with Alienware. We bought him a $4,000 laptop for college (you can't study all the time) and since he received it, he has had nothing but trouble. In three months time, he has sent the computer back 3 different times! Funny, but it still has the same problem as before. I personally believe they use rejected parts on a lot of their computers, especially, my sons. It gets so hot on the front left side, you could fry an egg on it, and probably burn it in the process. There are several other problems, too numerous to mention.
In the course of three months and several phone calls later, (somewhere in the neighborhood of 50+) my son was called a liar, made to feel insignificant, talked down-to by just about everyone answering the phone at Alienware, and lied to.
A perfect example is:
A supervisor at Alienware, called my son a liar. Basically, Alienware had requested my son send his power-supply with the laptop on the third trip back for repairs. Alienware notified my son they had shipped the laptop back. Jonathan was able to track the laptop on the Fed Ex site, to see when it would arrive.
He noticed the laptop weighed 5lbs lighter than when he originally sent it. (Answer: Alienware did not send back the power-supply cord. Yes, it really does weigh 5 lbs!!!)
He immediately contacted Alienware, telling them they had forgotten to put the power-cord in. He spoke to a woman supervisor, and she was adament he had not sent the power cord initially! Being the polite young man, he was raised to be, he attempted to nicely explain to this idiot, the difference in the weight of the package going to Alienware and the wieght coming back from Alienware. She would not listen, calling my son a liar, and refused to budge in her stupidity! My son requested to speak to a supervisor, and was finally able to explain the situation. This is after 1 hour and 15 minutes on a cell phone. he was talked down-to by just about everyone at Alienware in all departments, and lied to, before he sent them the money, as to what the computer could do and not do.
The computer finally arrived, without the power cord, which they promised to send the following day. My son started to inspect the laptop, and noticed Alienware, had sent another person's personal information in it, along with the serial and account number of his computer. Talk about "Confidentiality," or lack thereof! This company is sorely missing the definition of customer service, customer support, and/or customer satisfaction!
My son attempted several times, to contact someone at Alienware, to ask if he had accidentally gotten the wrong computer. Again, after several phone calls, and 3 weeks later, Alienware finally told him, he had received the correct computer. After examining the laptop, (my son repairs other people's computers, so he is quite knowledgeable about them), he discovered Alienware had done nothing to fix the computer.
So, back to the phone to contact the "Critical Issues Department." This accomplishment was only achieved after several weeks of the run-around by other departments that did not/would not handle this type of problem. The person he finally spoke to, was a complete jerk! The only thing she repeated over and over again: "We will be glad to build you another laptop, but that is all we are prepared to do at this time!" No matter what was asked or explained to her, she still came back with the same reply. ( She Reminded me of a broken record, I could cheerfully throw away!) This conversation went on for 45 minutes until my son mention he had received another person's information on his computer, then asked, "Isn't that a breech in Confidentiality?" There was dead silence on the other end of the phone, and she finally said, "Just a minute, I need to talk with someone!" She came back to the phone a few minutes later, and I might add, very nicely told us she would refund our money. (After reading all those horror stories, I sincerely doubted they would return our money!)
We have consulted several attorneys and they are all ready to start the litigation process. Alienware has informed us, Jonathan signed a contract when he purchased the computer, we were not allowed to sue Alienware, but would only be able to go through a mediator. We have requested a copy of this document, but so far, Alienware has not produced it. What kind of company would even think about giving customers a contract stating they can't sue the company! Seems, to me the company is crooked, or looking to rip off the public in general!
If you have a complaint or know of anyone who has been "screwed" by Alienware, please contact the BBB and FTC and file a complaint. These people need to go back to their own country and leave ours alone!