The prized and hailed Alienware "Area 51"--customized-- was purchased July 27, 2004, $5137.00 in all. Computer has not been delivered yet as of October 23, 2004.
Alienware's "Area 51" has quite a few awards in technology and customer service. It was recently written up in NEWSWEEK in the last few weeks.
They miserably fell down with us.
Alienware shipped us the wrong tower and shipped our tower to someone else on Sept 23, 2004. These computers are customized. Ours was MORE expensive.
Both computers were shipped back to Miami in a timely fashion to be checked and shipped out again.
We are promised a new computer now. How does one know this for sure? We know that our tower was hooked up and used, packaging materials thrown away, as well. Alienware refused to ship new packing material to that customer for the tower's safest return.
The treament by Customer Service personnel was elitist and belittling for three full weeks. Many lies and storylines were offered but no commitments to sending out a computer were made until head of Support Services, Leo Inirio, promised we would get our NEW computer Tuesday October 26, 2004. In any book, that is way off scale. The other person's treatment who had our tower was also treated similarly and may end up filing his own report here, as well. The last I heard he was cancelling his order all-together and asking for his money back due to the same treatment.
We filed complaints with many sources. CNET recently received our complaints since they had awarded this Company for Customer Service. In the three weeks following the "switch" and the return of towers to Miami, not one commitment was made. I blew up when told us they were cleaning and refurbishing the one used by the other person and were not offering any money off.
New prices for used products already sent about the country is grand theft as far as I am concerned. I did notify the Attorney General of Florida already during these last three weeks.
Independent thinking and not sharing my customer history with their chief executives at Alienware got these little-minded underling folks into alot of trouble. For example, Brian Joyce's secretary told me he does not accept calls from "regular customers." I was additionally told that the other customer was going to be brought up on charges because he had used the computer before sending it back and that it had not been received yet (THAT from Suzie AFTER it was back for a week.)
If any of you speak with Addie, Evelyn, Josh, Joe, Rio, Suzie or Nick---my list of incompetents who never followed through, never told top management the fur-ball they created, and who gave me stalls and invented put-off storylines--BE CAREFUL!
Maria Ruiz is Critical Issues Supervisor and Leo Inirio is her boss. I am hopeful this thing will be worked out and a NEW tower per the customization order will be sent. This is the first and current promise to send a NEW computer as ordered in July.
I put in over 40 hours of personal attention to these people. My son has a late fine arts portfolio. Who knows what that will cost him future-wise. Ordered July 27th and paid in full with a cashier's check at that time, they have rolled that money over for sure. Not to mention the other guy's investment. It is October 23rd now!!!
STILL having no computer now, and knowing that they ONCE wanted to send a "cleaned" unit, still puts me in the doubting category even if they say it is new. Is it Grand Theft? How do you know?