The first half is what I sent to the BBB:
Date Received:5/2/2006 7:17:02 PM
Primary Complaint Classification: Selling Practices
Secondary Complaint Classification: Advertising
Alienware has treated me with disrespect since day one. I won a $3000 dollar gift card to Alienware through an online contest, imprezashakedown.
After complications and delays from the client services company in receiving the card, I then had major complications in redeeming the card. My first attempt at ordering a computer system was March 30th, 2006. It wasn't until April 24th, 2006 that the system actually had shipped out. Between the time of my original order and the date of shipment, I had the frustrating time of speaking with customer service, I was yelled at (by a rep named "Alan"), hung up on, lied to, and taken for a fool.
I finally received my Alienware system on the 26th of April, 2006. After opening all the boxes, there were four, I noticed that I didn't receive the monitor I was promised by William Hun (I'm not sure if that is his last him, he slurs his words), a representative at Alienware Headquarters. Due to the length of time it took to place the actual order, he had informed me that the monitor I had ordered (Samsung 920N) was no longer going to be offered. He then told me that he would upgrade it to the newer, better, and more expensive model free of charge (the Samsung 940BF).
I spoke with William today, May 2nd, 2006 and asked him why I didn't receive the monitor he promised. Conveniently, he didn't update the invoice or put it in writing so he said the best he could offer me was to return the old monitor, incur a 15% restocking fee, and pay the difference for the new model. I told him he was crazy and I felt that he was insulting me intelligence. It seems like this man is very good at making empty promises to smooth things over, but not holding to them.
I have received absolutely nothing from Alienware for my troubles; hours and hours on the phone and weeks of frustration with no satisfaction. It seemed that every employee was well trained in the phrase, "I'm sorry, there is nothing I can do." I didn't even receive as much as a T-Shirt for my troubles.
Desired Settlement: Other (Requires Explaination)
I would like to replace the Samsung 920N with the monitor I was promised, the Samsung 940BF, or get a refund for the difference. They also charged me over double fair market price for their 500GB RAID 0 configuration for hard drives. They charged $460 for both HDDs, MSRP had been $135 since the release of this product back in 2005. There is a similar problem with the "AlienIce" system as well. I found the components of AlienIce for $47, they charge $115.
Their advertisement for quality is false!
Customer Service Rep: Mr.William Hun?,
Product or Service: Aurora 7500
Account Number: 363464
Order Number: SI177890
Payment Made: Yes
Purchase Price: 3159
Payment Method: Credit
Purchase Date: 3/30/2006
Problem Date: 3/30/2006
Complaint Dates: 4/4/2006,8/16/2006,5/2/2006
The bureau that will handle your complaint is:
BBB Serving Southeast Florida and the Caribbean
2924 N Australian Ave.
West Palm Beach,FL 33407 -
Some things I want to clarify, revise, or add:
They also charged me over double fair market price for many of their computer components. Please keep in mind you don't receive a retail box, instructions , or individual drivers for ANY of their hardware, yet you pay WELL above fair prices. For their Hitachi 2x250GB, 500GB RAID 0 configuration for hard drives, I was charged $230 each per hard drive, MSRP had been $135 since the release of this product back in May of 2005.
There is a similar problem with the "AlienIce" system as well. I found all of the components of the AlienIce system for $47, they charge $115. The "ice" portion of the system is a replacement door fan, with LED's. This fan costs approximately $2.99 + shipping on most websites, this fan is made by cooler master. Their advertisement for quality is also false! I received my machine, booted up for the first time and realized that SLi was NOT enable.
No big deal, I enable SLi, boot up Counter-Strike: Source and my 2nd graphics card SET ON FIRE! I smell smoke immediately after my machine locks up and quickly take off the door panel to find a smoldering graphics card. Also, from day one, I've had much more trouble than its worth on a $3000+ computer with the plastic door panel cover on the left side of the case (if you look from the front).
Where this door is supposed to snap in place, just like the front door of the case, but it doesnt! It took them over 2 weeks to send me a replacement! In fact, I was lied to TWICE about the item having been shipped. Both times I was told that the item was shipped USPS and I should have it in a couple days. Finally I called a third time and I was told that they were shipping it Fed-Ex and that I should receive a tracking number the next day. All for a door that wont snap shut! Just for the door alone, I spent over 5 hours on the phone with Alienware!
I spent over 16 hours trying to place my original order, being passed from one person to the next because nobody had any idea what was going on. Then I spoke with William Hun (I think that is his last name but he slurs his words so I cannot be sure. He extension at the corporate office is #2779, he works from 10-7). He was the one who promised me the upgraded monitor and didn't deliver. My whole reason for talking to Mr. William was because the original purchasers of the gift card that I had receive put pressure on Alienware to get my order done because they were embarassing their company!
I will never, ever purchase anything from Alienware again. In fact. I will most likely sell this computer because I do not want to deal with anything else concerning Alienware if it goes wrong. I honestly believe McDonald's treats their customers better, even if I only order off of their dollar menu.
Hendersonville, North Carolina
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