Alienware Screwed Me ... Don't be fooled
Oct 29 '00
Chronological history of my Alienware computer:
Delay in delivery of computer from expected date due to the discovery of an error in the batch of nVIDIA cards.
Computer did not turn on the first time we plugged it in (would not post BIOS). Had to spend hour on phone with tech support first day.
2nd day computer did not turn on tech support again , he had us reseated the video card, which seemed to fix the problem.
Video card face was visibly bent during factory installation and the card itself was not properly seated. Also, the screw was the wrong size to connect the video card to the case.
When reseating video card, discovered sticky substance (glue off of label) on connectors between card and the AGP slot. Cleaned the gunk off.
Intermittent problems powering up computer, even with video card properly seated. (Would not post BIOS)
Tech support frequently didn’t know that I had had problems or gave me the run-around.
Discovered that the video card had only 32 MB of memory instead of the 64 MB we had paid for. Checked Alienware's “extensive testing” process form to confirm that yes, someone had signed off on the fact that the card did indeed have 64 MB of memory. At this point I questioned rather or not ANY testing had been done at all, or if this sort of scam artistry is a frequent event at Alienware. Arranged for part exchange with comparatively little difficulty.
Computer finally failed to post BIOS at all when powered up.
Tech support finally decided the motherboard was bad and arranged for the delivery of a new motherboard “by Monday at the worst” (called 10-12, part was to arrive by 10-16).
Called the next day to get contact information on the local repair technician, when I was informed that the part had not been ordered.
Called the Monday the part was to have originally been delivered by, only to be told that once the part was ordered it was out of their hands and they had no idea when it would arrive. When I told them about their original promise of the delivery date, the technician said, “He shouldn’t have done that. We don’t know when it will get there. It’s the manufacturer’s problem now. Call us back later when you get the part.”
My father called Josh Thursday, who promised to have in-house customer service call him back ASAP. Chris from this customer service department called Friday (10-20) who suggested we mail the tower back for repair. Unfortunately, the FedEX label was not in our folder and the weekend salespeople were unable to help us. I asked my father to return the tower in person Monday (10-23).
Technicians frequently point to the network card I installed as the cause of every problem, though it wasn’t even installed until a few days after the original problems powering up/seating the video card and worked fine in numerous other machines.
I am currently trying to get Alienware to fix and or refund my computer, but according to everyone I have talked to they are "experiencing some growing pains" and it may take a while. So here I wait, $3000 down the drain, and no computer in hand. Tell me what YOU think I think about Alienware.
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Epinions.com ID:
screwalienware
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