My Own Alienware Story...

[pcalcaterra]

This is a LONG ONE!!!

So, let's start with who I am, what I got, what happened, where we are now, and how I feel about it all....

First, I have worked in the computer field as a network architect and senior consultant at several Fortune 100 companies for 10 years. This translates to the fact I *KNOW* hardware, in particular servers and I have an intimate relationship with Microsoft software :-). It means that I have worked closely with Compaqq, HP, IBM, and Dell on their products for a very long time and have had to deal with their customer service and technicians on numerous occaisons. Facing problems with hardware is not foreign (to put it mildly) and as a consultant, having people skills and working with process is par for the course.

Last February, I opted to purchase an Alienware machine for the lovely Windows XP Media Center. I did my research, figured Alienware was high end and I liked the form factor and with them being a small shop here in Florida (I live not too far north from Miami), I would get some great customer service because it's a high end box. I mean, Alienware is the Cadillac of computers so I figured I would be treated the way my Cadillac dealer treats me when I bring my car in for repairs :-).

So, last week, the machine starts flaking out. The remote doesn't work, everything keeps freezing and it is just being so naughty. I run every assessment test on it I can think of; memory, hard drive, video card, etc....and NADA. Wo, I figure it is software; I might as well rebuild the sucker. Now, I had purchased a "RESPAWN" CD and planned on using that. Unfortunately, Alienware didn't send me that. So, I only have a copy of Alienware's version of Windows XP Media Center Edition (MCE) and I will rebuild it with that.

After 5 times of *TRYING* to rebuild the box and the setup freezing at the same point, I call Alienware...first to ask "Where's my RESPAWN CD and what's the deal?" The first tech support guy was pleasant; I think he was Russian and lived in Costa Rica I believe. Anyhow, he has me cut the RAID and recreate it. Still, NADA. Then, he tells me to run some diagnostic tests on the hard drives. At this time, he is finished for the night and I get his replacement. Mind you, I liked the first fella. The second one, however, was a real peach.

He wanted me to install Windows on each disk and see if that is the problem. Ok, that would take another couple hours and I have been on the phone and without TV for a good day by this time. I am thinking if he wants me to troubleshoot like this, send out a tech support dude. I mean, Dell, IBM, HP all send out a tech support dude on a lot less. And considering my computer cost considerably more than a Dell, IBM, or HP, and the machine is less than a year old, AW needs to send someone out to sort this mess out. I was told that wasn't happening. It was late, I had to finsih the diagnostic tests; I would call tech support tomorrow and figure out what to do.

Turns out the tests prove one of teh drives is bad. Ok, makes sense. I call Alienware and say to send me a disk and they said before they could do that, they need to put a hold on my credit card for the part. No way! I said the tech dude can come with the part and not get me the client involved! I mean, Dell, HP, IBM, they all have the tech support dude come with the part. I as the client should not have to be charged extra money for a defective part. I have never had that happen with Dell, IBM, or HP. EVER.

So, they said I could send the bad drive and they will send me a new drive and then schedule tech support to come out to fix the drive. Yeah, I am still involved because it is all on me returning a bad drive and having to spend more of my time actually fixing this high priced machine that is still under warranty. I am thinking at this point I could have gone to Tom's Hardware (www.tomshardware.com) picked out the posh hardware components, bought em off newegg.com and had less grief. Anyhow, the best is yet to come. They have my old address in their system so I am to call Customer Service to change my address. Now, folks, this is the BEST part!

About 4 months ago, I moved not two miles from an apartment to a house...I kept my same email address AND SAME PHONE NUMBER. The only thing that changed was the street address.

I call Customer Service, give them my Customer ID, phone number, old address, last four digits of my SSN and tell them I need to change my street address because I have moved. and I need to get a part from tech support shipped to me. Easy enough, right? Fabie, from Customer Service tells me she needs to ask me some "validation" questions before she can change my address. I said, "So, you are telling me with me telling you all the other stuff, you need more?" She asks 3 questions about prior places I have lived and people I know. Ok, this scares me. Where are they getting this information???????

Well, I failed. Obviously, I am not really me. She can't change my address. Dude, this is for a freaking hard drive; not a credit card or mortgage or anything real. It is for a hard drive. So, she gives me two more options; give her my full SSN or have her call my bank with my bank account number to validate it is me. I refuse because again, I am not applying for credit with them. I am changing an address....and heck, when I first moved, none of my credit card companies demanded this much stuff! I said I could fax my driver's license along with a water bill to her. No, that was unacceptable. So I requested her supervisor. She refused...I kept requesting the supervisor up to 10 times before I got him.

Now, her supervisor should be more reasonable. Wrong! Alex is his name. No last name. I told Alex I could drive to Miami and show him I am me but I was told if I showed up, I would be denied. He also repeated everything Fabie said but that he was not as nice as Fabie. Ok, I spent $4000 on a machine and I am getting treated like a criminal for wanting to change my address.

I tried bargaining with him asking if he went this much trouble with his credit card companies when he moved and he said no...I said then consider how I feel that I just need to get a new hard drive from you, not even a credit card! Of course, he didn't care. He deals with screaming people all day and he is a bitter man.

Four hours later, my address is changed! I passed a second time!

So, I come here and post some negative feedback about this horrible ordeal.

This morning, I get a call from Isaac of Alienware and he said he will deal with me from here on out. I vented for a good hour to him about how I think some Alienware processes are really broken and that if they need consulting, I will help em out :-).

I first stated that A) the process for changing addresses is PAINFUL and extremely invasive. Asking for a full SSN is just flat WRONG, not to mention asking to contact my bank to verify I am who I am. Citibank isn't even that harsh. Why, Bak of America has it so I just go online and change my address. Why doesn't Alienware have something similar? Isaac also told me that considering I lived in the same town and had the same number, Alienware policy is to change the address. This evil process I underwent is only supposed to be reserved for those unfortunate souls who move cross country. The process needs to change. Using a "validation" database based on public records is creepy, especially when I am just needing an address change, not applying for a credit card.

Second complaint was tech support. The tech support dude needs to bring the parts. DO NOT GET THE CLIENT INVOLVED; ESPECIALLY IN PUTTING A HOLD ON THE CREDIT CARD. Sheesh, Dell has lower ratings than AW and Dell does a better job than Alienware in this regard.

With that being said, Isaac was a decent fella. He listened to me vent and he treated me like I was human. He actually thought outside the box. :-)

At any rate, I need to send the bad drive back and I will keep everyone posted when I get the new one and if there is more drama. I pray there isn't any more drama. I want to replace the drive and get the sucker rebuilt. I haven't decided if the machine will go on eBay or not. If it means I have to go through the horrible ordeal I just encountered, it WILL be on eBay soon :-).

It's unfortunate, too...as I was considering buying a laptop form them....But, until their Customer Service matures, I have some serious reservations.....

I am still shaking about the whole changing my address fiasco.

And for those of you who aren't technical whatsoever, may I recommend either going to a local computer shop and getting the uber nerd there to build and support you....And if you are gonna buy a computer from a large vendor, do more research than just the trade rags...talk to all sorts of people...

Like I said, having hardware issues is excusable, the customer service is not.

Hopefully, Isaac continues to treat me like a somewhat decent human being :-p.

Peace out.

Patty

Peace out

[cards26]

My story: I once had a good experience with Alienware, but that has all changed with my last purchase. In August of 05, I ordered the top of the line ALX and some accessories, and the total came to almost $8000. After waiting 6 weeks, I opened the box, plugged it in and it started burning! Some ports did not work; it turned itself off for no reason; a chunk of plastic was shoved down into the opening in the front; it blew out my monitor; but what annoyed me the most was the fact when I did an alien autopsy, i found that this computer was owned by someone else!!! Their ownership information was in the files. These are some very serious charges so they asked for it to be sent back for repairs, and it was; it was then returned to me in the same condition. They have a fuzzy return policy and now say that I have to pay a 15% restocking fee. For this reason alone, a VoodooPC would be a better choice as they have a 30 day money back guarantee for whatever reason. So now I'm sitting here almost 4 months later, no PC, minus $8K, a blown out monitor on my old PC, and I'm going to have to fight them with an attorney to get my money back. (Hopefully!) I'm sure some people have had a great experience, but I sure have not and I'm sick about this mess. Sonny

[cards26]

Alright,it is December 6; alienware has had my computer and my 8 grand since August and still no answer. discover card is messing with them and I have my lawyer standing by. You buy overpriced alienware and you are one dumb mutha!!!!

[Falcon_2004]

Oh NOOOOOOOOOOO..............Here they come again just wait they will post and post they will.

I just hope things work out for you Merry Christmas

Falcon

[Cidjack]

Man, I feel your pain.

Falcon, before you tell me " I told you so", let me tell you what happened. A few days ago I am playing on my alienware computer and I happen to get unhappy I got shot, I pick my mouse up and slam it on the desk. I hear stuff break. OOPS. My fault.

I go on to the Alienware website and order a new mouse, I happen to use my Debit card because I had the money. The next day I get a phone call, they want to verify my Billing and Shipping address. I told her, it is the same as when I ordered my computers in May. It happens my credit card is denied because I do not list my shipping address as my "alt address" on my debit card. I am then told I would have to redo the paperwork to verify who I am. 7 to 10 working days to get the paperwork, and submit it and all that stuff.

I told her can I just send a cashier's check? Nope still have to do the paperwork. Over a 47.00 mouse. I was unhappy. So I canceled the order, and tore the paperwork for credit, I was going to buy a $6,000 work station.

Total loss to Alienware :$6,047.00

But my current Alienware computers run great. I am going to build my own workstation computer. Think anyone can help me??

[Falcon_2004]

Man I glad it was just the $47.00 mouse...This is what happened somewhat to me after spending over $6,000.00