• Report: #407428

Complaint Review: Alienware, Dell Computers

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  • Submitted: Fri, January 02, 2009
  • Updated: Tue, January 13, 2009

  • Reported By:Kamuela Hawaii
Alienware, Dell Computers
Alienware Miami, Florida U.S.A.

Alienware, Dell Computers Forced to take apart computer at home thus voiding warranty Miami Florida

*UPDATE Employee: Computer Repairs and Policy of Dell

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My husband and I bought a refurbished laptop computer on April 10, 2008 and when we received the computer it did not work. We bought this computer for $1033.98 through EBay Alienware Outlet Store.

I now believe that we received a computer which had been returned to them broken and was then roughly patched up and passed on to us. I called their technical support on eight separate occasions and spent at least eight hours on the phone trying to get the computer working. Their best solution was to have me, a person with no computer experience, take the computer completely apart and try to fix the problems.

Technical support had me remove the hard drive, install all drivers, take the keyboard off, and remove and replace almost every essential component of the computer. When I repeatedly asked to send in the computer for repair they refused and instead had me (again) remove the hard drive and mail it in. They then sent me a new one.

What we received several weeks later was password protected for some other person's user profile with no password. I called them again and again their best answer was to have me take apart my computer and re-install all the drivers. The warranty is now expired, but the computer still does not work. I had asked on several occasions, within my warranty, for them to take the computer back and fix the unit properly. Alienware refused.

We now believe this was done intentionally to cause the 90 day warranty to expire thus requiring us to pay for the parts. We had saved for a year to buy this computer. All we want is that which was promised to us when we purchased the machine, a working computer. We have called Alienware and asked them to please take it back and repair the unit. They refuse unless we pay for all the repairs.

We took the computer to Falcon Computers here in Waimea to see if they could fix it. The technician looked at it and immediately knew that the problem was probably a faulty motherboard and stated that there would be no reason any computer technician would not be able to diagnose this repair.

This further cements our feelings that Alienware purposely and knowingly ran out our warranty to avoid paying for this repair. We have contacted the Better Business Bureau and filed a complaint. We believe this is a clear case of fraud. We want either a working computer or our money back.

Brooke
Kamuela, Hawaii
U.S.A.

This report was posted on Ripoff Report on 01/02/2009 10:07 PM and is a permanent record located here: http://www.ripoffreport.com/r/Alienware-Dell-Computers/Miami-Florida-33186-8638/Alienware-Dell-Computers-Forced-to-take-apart-computer-at-home-thus-voiding-warranty-Miam-407428. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Computer Repairs and Policy of Dell

AUTHOR: Tellahliah - (U.S.A.)

First off I'd like to know the symptoms of your problem if you could recall them.

And the Reason why you couldn't send the computer back is because you have to purchase a contract called Return To Depot which once a tech deems a part bad in your computer you may then take one of two options Send it to Depot, which can then take 10-14 Business Days to test the machine for any more problems (plus the time it takes to get there and back) or two agree to have the part sent to you and place it in depending on which part it was in the case of a motherboard a tech would come to replace it, and another note in the contracts of dell computers there is a agreement to troubleshoot or no parts or service can be provided
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