Earlier this year I purchased an Alienware computer for its high capacity memory and performance to be used for movie production. During the month of November, 2011 I was infected by a Virus that caused a great deal of performance issues and lag with the laptop.
Upon attempting to load their system restore CD (essentially a Windows 7 Ultimate installer), the system reported that the files on the disk were corrupted. I called into their support line, which was answered by someone who could hardly speak english, and I requested a new system restore CD due to the corrupted files. The support tech then proceeded to tell me that attempted to install a windows distribution on my machine "voided my warranty" as Alienware is supposed to do this themselves - even when I instructed to tech support that an installation had not occured yet due to the faulty installation CD they provided. He begins to say that it still voids the warranty, that they will not send me a new installation disk to perform the restore myself, and would bill me $169 to fix the machine.
I then proceed to review the details of their warranty, which contains NOTHING about such a void in warranty. Nothing in their user manual, nor the other documentation. In addition, if such a void actually occurs within the warranty when an application restore is performed - why are they providing the CD's to the person that owns the computer? The answer is that they're extorting people who spend good money to buy a top notch machine.
Since I'm now unable to fix the machine by my own means (which THEY initially provided), I will be filing a complaint in Philadelphia Municipal Court against Dell Computer to recover the total cost of the machine. When they realize their cost to defend the matter will exceed the face value of the claim, I will get a default judgment and they will be out almost $2000, so we'll see who gets paid on this one.