• Report: #466746

Complaint Review: Alienware

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  • Submitted: Wed, July 01, 2009
  • Updated: Wed, July 01, 2009

  • Reported By:Nashville Tennessee
Alienware
14591 SW 120 ST Miami, Florida U.S.A.

Alienware Corp - Alienware - Dell I paid over $3000 for a paperweight, A week out of warranty it dies. Had it 1 year Miami Florida

* : Got what I paid for?

*Consumer Comment: Warranty

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I am really upset that after 1 year and 8 days my computer is a paper weight. I bought an Alienware Area 51 laptop for over $3000. I packed it up and took it with me one day. Typically, the computer was a glorified desktop (since it was so heavy) but I was going to be away and wanted to have something to do. While I was using it, the screen started blinking in and out when I moved the monitor up and down. When I booted it up the next day, all I got was a black screen.

I called the company and asked that since I was so close to the expiration, what could they do for me? They said I could purchase the Technical Extended Warranty and mail my computer back in. It would cost me $40 for them to tell me what is wrong with it and then I would have to buy any parts.

I was so hot. I started reading online to see if I could replace the graphics card myself since I already knew this was the problem. What I found was the graphics card is proprietary and can't be bought anywhere else expect through alienware. Imagine that.

Later, I was reading that Nvidia had been selling faulty parts and had to take $200 million out in warranty with the graphics card I got. The problem they were having....moving the graphics card too much would cause it to go out. Wow. Who was in charge of that mess? Let's put a graphics card in a "Laptop" that can't be moved around too much. *sigh* Also, the graphics card had a track record of overheading. alienware kept putting out BIOS updates trying to fix the problem but really it was just a guise to make people think they had fixed the problem. If this was a known issue, why was there not a recall? Oh yeah, that costs money. Money verses Customer Loyalty? They took money.

Everything I read about alienware was so good. As I research, I can tell that alienware has done a great job covering up all their crap tracks. It took me a while to find some dirt but now that I know where to look, I can't see the top of the pile anymore. I was just beginning to break the computer in when it died. I have wanted an alienware since I was a little girl and now regret the decision. I just want the company to make good since it was a know issue with the graphics cards.

Queenliane
Nashville, Tennessee
U.S.A.

This report was posted on Ripoff Report on 07/01/2009 09:22 AM and is a permanent record located here: http://www.ripoffreport.com/r/Alienware/Miami-Florida-33186/Alienware-Corp-Alienware-Dell-I-paid-over-3000-for-a-paperweight-A-week-out-of-warra-466746. 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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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1

Got what I paid for?

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

Thank you for the response Ashley but I did not get what I paid for. Let's use a car as an example. If I buy the basic warranty, I expect that my car is still going to function after the warranty has expired. My car should not just die 8 days after the warranty expired. I still paid for a car and it should still be usable long after the warranty has expired. Buying the extended warranty should not ensure that my car is still going to drive for two more years. I paid good money to buy a car, not a guarantee that it is going to last. I understand that there will be maintenance required from time to time but my car should not be worthless after the warranty expires.

As for being mad at Nvidia verses Alienware: Alienware purchased the faulty part and did not use enough cooling to keep the part stable. Alienware put the part in there system which means they are responsible for what happens to it. If Nvidia made car parts and my radiator exploded, I am not going to Nvidia to get my money back. I am going to the car manufacturer who put the part in my car.

If it was you in the same situation, you would understand. I can understand that it just sounds like hate mail but this really happened to me. It really sucks to be out $3000 and have nothing to show for it but anger. I didn't buy a guarantee. I bought a laptop that should run for at least 3-5 years with some typical maintenance. My HP that I had prior to this laptop ran for 5 years and was still functioning just great without a warranty. It just became out of date so I needed something newer. If this is the sort of business practices that have become standard then we are living in a sad world.

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#2 Consumer Comment

Warranty

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

Dell has extended warranties, you should have bought a 2 or 3 year warranty for your computer.

As a consumer you chose to go with a 1 year warranty. The manufacturer gaurunteed that it would work for 1 year. It did work for one year, so you got precisely what you paid for.

As for the recall, dell/alienware is not going to do a recall on Nvidia parts. Not until nvidia does a recall on the parts.

So your anger should be at nvidia, not alienware.
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