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Alienware hates Canadians
The night my computer died. I was playing Titan’s quest, the screen flickered, there was a popping sound, then a horrible burning smell. I wept. Although inconvenient, it was not entirely unexpected; the machine was old, had been upgraded twice and I knew the next upgrade would mean an entirely new system, so rather than getting it fixed I started thinking about my new super system. It had to be fast, and be designed with games in mind, I could look around and see which local retailers are the gaming gurus, but that takes time and I wanted one now. Gaming magazines were filled with ads from Alienware so I decided to take a look.
Their website was great and the customization process was easy, their moto “Build it like it was your own machine” had me hooked. It took 2 days to actually order the machine, I had to scan and send copies of my Credit Card and Drivers License as photo copies were not good enough. They were slow at responding, but that was a good sign right? So many people were ordering uber Alienware machines that they were overwhelmed with work.
Once ordered, I had it shipped to my house which was a mistake since I'm at work during the day. I tried to pick it up from the depot, but they needed Alienware’s permission for me to do that, which took them another two days to respond to FedEx.
Mildly annoyed I finally pick my new Alienware 5500, YAY, let the good times roll... except it doesn’t work. Apparently during their 200 point quality inspection process they failed to notice that the video card doesn’t work. I called tech support which is conveniently open 24 hours per day and I get a very scripted support experience. I felt like the technician was reading a step by step article on how to troubleshoot a computer problem. Three hours of wasted time later, he tells me the video card is broken and needs to be replaced. To get a new one though, I will have to pay for the shipping of the new video card; a piece that I already bought and had shipped but it didn't work.
I was not very happy about this and called everyone that would listen at Alienware to complain. Even up to the manager level all I got were scripted responses; fake empathy but ultimately sticking to the policy of me paying for the shipping.
I agree to have the part shipped to me at my expense, but ask the question “What if it wasn't the video card and it was actually the motherboard that is broken?” If that’s the case I will also have to pay for that piece to be shipped to me, and the real kicker I also have to pay the shipping to send the broken pieces back to Alienware or I will be charged for the replacement part.
I pray it is just the video card and ask for it to be shipped. Twelve days later and no video card has arrived. I call them again and to ask where my card is, they tell me it hasn't been shipped and they do not know why.
I’m feeling a bit ill by this point, embarrassed that in my childlike excitement I charged in and made a big purchase without doing my due diligence and research the company first. I decide to abort this relationship with the strange people at Alienware who can only answer a question if it’s first written down in their scripts. I cancel the video card shipment and request to return the machine. No problem here, I just have to pay for the shipping to get the machine back to Alienware and they will charge me a 15% restocking fee, not just on the parts of the machine either the restocking fee applies to the warranty and all other Alienware quality services I purchased. How do you restock a warranty I wonder.
I am very upset now and want to speak to anyone above the manager level. Again all I get are scripted responses with promises that someone will call me back, but no one ever did.
Today I spent an hour at Purolator filling out paperwork to send this thing back to the states. Try and guess how easy it is to send a computer into the states these days. Also at 84lbs the shipping was expensive, add the 15% restocking fee and I really got screwed, my wife is never going to let me buy anything again.
So roughly $400 in shipping and restocking fees later and I do not have the super gaming machine I was hoping for, but I do get to tell you this story. I hope you can now buy somewhere else and be happier for it.
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