My son, an 18 year old 2008 high school honor graduate, has always wanted an Alienware computer since one of his friends got one. He spent ALL of his graduation money by paying us so he could use our credit card, though we were very hesitant for him to pay so much for a computer..."extreme performance" or not. He ordered it at the end of July before we went to North Carolina for a week.
We got back home late the night of August 6, and the computer was delivered on August 7. The lightup keyboard worked for a few minutes, then flashed on and off for a few days. He called technical support several times, then had to visit friends with wireless connections to take the advice of technical support several other times.
To make a long story short, on August 13 or 14 Alienware told him to send the keyboard back and it would cost $300 to fix it. (Now, keep in mind these people were paid $5,751.35 via OUR CREDIT CARD and he only had the "faulty" keyboard and computer for ONE WEEK.) I was extremely dissatisfied about that, but I let my husband and son handle it. My husband ended up calling Discover, told them the story, cancelled payment and found out that only around $4,900 would be refunded on the credit card for returning the whole computer. Naturally, I was furious when I found that AFTER ONE WEEK of the keyboard NOT ever doing what it was supposed to do that HE would have to take the loss for it!
The next thing I know, we're waiting around until August 22 for them to send us a return authorization #. These people had our email addresses, but said they would call our home phone to give it to us. So, I had to call, wait, fuss, etc. to get it. We mailed the computer back on August 22 via United States Post Office and paid $70 for 2 day, certified mail delivery with insurance on it.
Besides the obvious...Alienware not standing by their product for ONE WEEK!!!!!..., I have several other potential problems that could end up helping us. Brent used our credit card #, yet they recorded it as "Sell To and Bill To: Brent A. Walker"...
the name on the credit card, Joseph Walker, should have been the billed name, in my opinion.
I understand that our son agreed to the 15% restocking fee, and could possibly understand that exhorbitant amount after a few MONTHS of use, or preferrably YEARS of use ...at that price!
However, whatever happened to the "lemon law"?! What has happened in the state of Florida, in the great United States of America, when a business doesn't have to stand by their product for ONE WEEK?!?!?! Personally, we will NEVER buy ANYTHING on line again!
Shame on Alienware for taking an honor graduate's graduation money and teaching him his first lesson in dishonest businesses, crooks and thieves!!!
I think the ENTIRE AMOUNT should be refunded...any honest business WOULD realize that.