Alienware Computers - Don't Get Abducted!
Written: Jul 30 '05 (Updated Jul 30 '05)
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My experience with Alienware was perfect. But, that was in 2001.
Let’s fast forward to my latest attempt to purchase a new system with them, which I started in September 2004.
Designing a new system is easy with their online ordering system was fairly easy. The choices are laid out with details right there and prices whether it would take off your total bill or add to it, and how much.
Building a dream system, you have a lot of choices. Thus, you will probably have a lot of questions. Here’s where I should have had a red flag. When it came to researching my options, I wanted to talk to the professionals, as I had previously in 2001. My first dealings with Alienware were tremendous.
I say this from the knowledge of their staff to the non-pushy sales staff. You called, asked questions and they welcomed your calls and did not push to get the sale today, kind of attitude. My first contacts helped me desire their machine and to make a purchase. That service instilled in me the confidence that they were here to sell an excellent system the way the customer wanted it that would WORK without fail.
My dealings with them this time were mediocre at best. I should have known from my first call, that it was not the same group of people that I had done business with just a few years before. When trying to decide on a system and wanting answers about what would work best, I could tell when the person answering the phone realized that I was not buying “today”, their interest in me changed. They were not interested in helping much and it was as if I were bothering them.
Overall, I placed about 10 phones calls ranging from the basic system set up, to inquiring about raid set ups for the hard drives, what works best, is it worth it for me to whether or not I should go with this configuration or that configuration, this system or that system (one being fairly high end - their ALX system) and about over-clocking and how this impacts performance etc. Each time, each representative, once they figured out that I was not buying today, their tone changed and suddenly they were rushing the call.
The ALX specialists were not as bad as their main customer service line. But, whenever you call and ask more than 2 people about certain things and they give you different answers, this should send up a red flag.
My previous purchase skewed my instincts and hushed those doubts about the service I was experiencing this time around.
One other item that was making me less doubtful was the fact that one of the salesmen that I was dealing with in the ALX specialist team was actually the salesman that worked with me on my original purchase from 2001. That knowledge made me feel more comfortable with the purchase this time for some reason.
After finally making my decision, choosing my system and placing the order, I began to have stronger doubts about my purchase as I got closer to the anticipated ship date. All of the things their customer service/sale people said, were not coming to fruition.
At the time they said they would call to help personalize my system. Had I not called, it would not happen. After getting the system, I realized they did not listen to anything that I said. I had asked for a specific partition, which was not done.
As my estimated ship date came and went, they kept trying to switch items on to get a quicker ship date.
Long story short, I wanted what I ordered & wanted to wait for it. I finally received the computer late December. I barely had computer 1 week & the system had crashed 3 times.
The last crash took out the video card. The next time it booted after the final crash it was unable to find the drivers for “video display”.
The computer wasn’t portioned they way I requested. The fit and finish of the tower was bad. The access doors on the front and the side did not fit together correctly. The sound card online manual was literally in Chinese with no way to change to English.
This was a water cooled system, but when the system ran, it smelled like hot, burning plastic.
When I called them to discuss the issues, their “Top of the Line ALX Service” was anything but top of the line. It took me 3 or 4 days (and calls) until I was finally able to get a shipping label to return the system. They emailed it to me, it should not have taken that long.
I fought hard to make the sale person send me an email to confirm that if they could not fix the issues that I was experiencing with this brand new system that spend numerous days being tested and burned in, then I could return the system without the restock fees that were normally attached with returns.
When I called their service line, they would tell me that the ALX systems were their priorities. They told me that my computer would take precedence over others & that they would get it reviewed quickly.
We gave them a call 2 days after they received the system to get a feeling for the service turn around. They advised they should get to it within the next couple of days.
We waited 1 week later to check back on our system. We were always told, “it’s next in line, it’s in the repair bin, it’s almost completed”. After 3 weeks, still we were unable to get an estimated date that the computer would be shipped back out to us.
Finally, I told them to keep it!
Next, the battle began with the customer service department saying if we returned the computer, we would be charged the restock fee. We had to go rounds with them for a few days. It was a nightmare. But, it was finally agreed that the service associates email would be honored. (Dang glad I got that in writing. It took 4 days, because the associate kept having to “review it with his supervisor” or get it approved”.
It took many days for the credit to show back up on our account after they claimed the credit was put back to our account.
Never have I been so disappointed in a system, a company, and seen a company fall so flat on their face so quickly.
Never again will I purchase an Alienware or recommend them to anyone, ever!
(As a side note, to replace this nasty ALX system, I bought a Falcon Northwest Mach V. Let me just say…….IT’S SWEET!!!!! But, that’s another review!)
Hide from the Aliens!
~Thanks for sharing your time with me today!~
Recommended:
No
What product did you purchase or try to purchase? Alienware Area 51 ALX
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