On the first of April, 2011 my computer HDD died. I called Alienware as I had a three year extended warranty and asked if there was anything they could do. For several hundred dollars they could attempt to recover the data is all they said. I said no thanks, and proceeded to weigh my options. On the 15th of April I called Alienware and asked for a replacement HDD. The customer support representative insisted that I remove the HDD from the caddy and run a diagnostic test to determine that the HDD was the problem. In the process of this he told me incorrectly that everything was alright and the caddy could be removed and as a result the caddy cracked.
I then asked them to send me a new HDD and a new caddy as they are both covered under my extended warranty. I was told that this would be no problem and the parts would arrive in 5-7 business days and all would be well. Seven days later I called back again and was told "oh jeez, that's a problem, lets wait 2-3 more days. Three days later I called back and asked where my parts were, and why they hadn't arrived yet. I was told that they were in the process of moving my parts from Florida to Texas and that it would take up to 1 month for me to receive them. I found this to be unacceptable, as I had already been waiting for over a week for the parts. I asked to speak to a manager and was told multiple times "we don't have a manager."
I called back the next day to see about the parts and spoke to a very nice woman who got on the phone with the people in Texas. She then told me that if the part was not delivered they would upgrade me to a larger HDD and send that (I was currently waiting for a 160gig drive.) The part shipped the next day, and arrived the day after that, but did not contain a caddy. I called and reported that there was no caddy, and explained that my old caddy was cracked and therefore unusable without voiding the warranty. I spoke with a man who spent an hour looking for the caddy part and finally told me he had found the part # and would order for me and it would be there in "3-5 days". I never received an order # or confirmation so I called the next day and was informed that NO ORDER for a CADDY had been placed at all. This man said that he would order the caddy and send it to me.
I waited for a week and then called back to inquire about the caddy. I was again told that they were moving stuff from Florida to Texas and that it would take a while. I asked to speak with a manager and was told that none was available.
I filed a complaint with the BBB against Alienware for failure to maintain the terms put forth in its warranty. The next day I called Alienware to inform them of the complaint, and the man said I should send him my computer and they would fix it. I explained that I was not going to send them the new HDD that they had sent me and my computer to them because then I would be stuck with nothing but a powersupply and a dead HDD. I said I would be happy to send them the new drive back once they fixed the problem but that I was not going to be left with less than I started with. I was told twice, once by the customer support representative, and once by his manager that this was perfectly acceptable. The apologized and I mailed my computer to Alienware. They estimated it would take 5 days to get the computer to Texas, fixed, and mailed back to me.
In two days I got an email from a woman named Susan Thomas (firstname.lastname@example.org) and was asked repeatedly for a service tag number. I explained three times that there was no service tag, it never had a service tag, and that the Alienware M17 was not made with a service tag. I gave her my Acct. Number several times before finally being told that I would get a call from someone that dealt with Alienware problems.
Two days later I received an EMAIL from a Javier Davalos (email@example.com) stating that he dealt with Alienware support problems and would help me. I asked him for an ETA for the return of my computer and he said that he did not know, and was unable to give me a date. When I explained that this was unacceptable, he claimed that it would generally take between 7-10 days to fix (completely different from what I was told by the customer support representative).
It has now been 49 days since I first ordered the new HDD and Caddy for my computer. Alienware is in possession of my computer, and I have been told that there are delays and back orders and they do not know when my computer will be returned to me.
2.4ghz DC processor
2 512 mb ATI cards
160 gig HDD
3 gig of RAM
running Windows 7 Home premium.
Do not purchase from Dell or Alienware, as they're goal is to promise you things until you pay, and then never speak to you again. I have been lied, transferred, and hung up on more times than I can count. When I asked for numbers for corporate or for an Agent of Service contact info I was told there was no such thing. This company is a scam. Purchasing an Alienware is like purchasing a Ferrari from a Chevy dealer.