I ordered a Sentia at the end of July knowing that it wouldn’t ship for a while. It was delivered on September 9. I soon discovered, however, that that battery would not take a charge. I went through the whole process of reconditioning the battery, which didn’t work. I had Alienware ship me a new battery, which also didn’t charge. At this point, I looked really carefully at the battery connector on the chassis and noticed that it wasn’t aligned properly, hence it would not charge. Apparently, looking at the battery and making sure it works is not part of Alienware's much advertised quality control process. This was about September 15. I decided that it needed to be shipped back to Alienware. At this point I was getting short on time, so I paid the shipping cost to have the computer sent overnight. Alienware is only willing to pay for ground shipping, which is five days from the west coast. Alienware represented that it would be repaired in twelve business days. The computer was delivered September 21, courtesy of FedEx. Alienware sent me a notice saying that it had been received September 23. A little odd, I thought, but nothing to worry about. I called tech support on October 2, and they said their information said the computer was being analyzed and should be fixed. The computer had been with Alienware for 9 business days since FedEx had delivered it, and for seven since Alienware had managed to open the box. I was told to call back on Monday, October 4, two months after I had ordered the system, 25 days after the system had been delivered, and 15 days since I had sent it back to be repaired. I also filled out a Customer Feedback survey explaining my situation and asked to be contacted. I called on October 4 and talked to Customer Service. They told me this time that the tech was just getting around to looking at the system and it was scheduled for the following day (10 business days since delivery, 8 since they admitted delivery) but that they were still within the time frame for getting it out within 12 days. I noted that it had been delivered on the 21st of September. The rep informed me that it then had to be transferred to Depot, at which point they started their counter on how many days it had been there. I confirmed that I should call back the following day, and the rep said yes, that it should be done within twelve to fourteen business days. I was also instructed to email feedback and explain this. I did and again asked to be contacted. On October 5th I called back. I spoke with the same rep at Customer Service, told him I had emailed feedback, and asked how things were going. I was told that the tech had looked at it and that it would take at least three weeks to get the problem fixed. It had now been almost a month since the computer had been delivered, and over two months since I had ordered it. An additional three week wait would get me the computer in the first week of November at a minimum, three months after I placed the order. The problem was they had no parts in stock and were waiting for them to be delivered. I was within the thirty-day grace period for returns and could cancel my order and get refund. I decided I should cancel it, given that my thirty days ran out in a few and I would be up a creek without a paddle on this one by October 9. The rep told me they wouldn’t even be charging me the fifteen percent restocking fee. I cancelled my order and asked to speak with a supervisor. The supervisor came on and told me that it wasn’t their fault, that they could do nothing. He further told me that they were still trying to get computers out to people who had ordered them in August. I pointed out that I had ordered the computer in July and would effectively be waiting two months for a functional computer. He told me I could order an Area 51m, but that parts were limited. He asked what I wanted him to do. I told him I thought they should be straight with their customers. I thought about ordering a different computer, and called back the next day. The supervisor said they would try, but that an Area 51 would not be shipped out for 12 to 15 business days. I explained that wasn’t acceptable, given the situation, but the supervisor refused to do anything about it. Alienware refused to expedite shipping, pay of for shipping anything back, expedite repairs, and acted like they were doing me a favor by not charging me a restocking fee. I don’t have forever to wait. The Sentia is a better computer, but it is not a better computer when it’s not in my hands. On top of all this, I was misled by Alienware customer service about what was actually going on until it was too late for them to obfuscate anymore. Alienware is currently unable to perform on their service, and all the “thank you for calling Alienware”s in the world will not make the situation better. Alienware has never called me back about the survey or email I sent.

This review was modified by its author, patmidd, on 10/10/04 4:13 PM.

ok sorry to break everyones bubble about alienware, but after my experiences with them all i can say is that i'm amazed that they are still in buisness. after being stupid on my part and actually buying an overpriced laptop(51M) from them, i have had nothing but problems. first thing is dont hold your breath waiting for you comp to show up it takes at least a month or 2 for that to happen, #2 the tech support is a real treat "can you say language barrier!" LMAO, i thought i was talking to tony montana from scarface, i guess thats because they are located in miami. #3 i had to send in my comp for repairs at the beginning of august, the guys in tech first had me tear the laptop apart on my own over the phone with them just to be reassured that the motherboard was actually bad which was found out a month later after my comp sat there in their company waiting to get checked out. #4 they shipped the comp back to me without a signature request and without insurance and the fed-ex guy says he left it on my doorstep and there is no trace of it. alienware then told me they would either build me another comp for free or send me a check for every penny i spent. i opted for the check, now after 3 weeks of getting the run around by them they tell me they are going to send me a replacement comp, i went through the roof, seeing i have already purchased a comp through cyberpowerinc.com who by the way has the cheapest prices on systems anywhere on the web and you can configure your system right down to the screws that hold the case together! nice job alienware, i am astonished how these guys are so popular, being a successful buisness owner as well and knowing about customer service, can anyone that reads this post find the logic to do buisness with these people?

Well I have had my computer for 2 years and thankfully I upgraded my warranty because it looks like I am going to need it. I started experiencing a problem a few months ago - my computer would not turn on when it was shut down. I called toward the end of Sept. and was told a new power supply would be sent...and then I waited and waited. Finally weeks later I called and was told the part was on backorder. I was not told this when I called the first time nor did anyone bother to let me know. Luckily my computer worked as long as I did not shut down. Then a few weeks later I called again and had to request to be updated when the part was in or would be shipped. Finally over a month after I called the part was shipped.  
One issue is that Alienware simply passed the buck and blamed the supplier with no sense of urgency or concern that I may be out of a computer for over a month. The agents have this robotic way of dealing with you like they are reading off of a sheet on what to say. That is not the kind of customer service that I expect for spending $2000 on a computer. I also sent a few online messages and no one responded to them.  
So after the part came, the onsite came out to fix it. I thought the nightmare was over but after the onsite left my computer started making this high-pitched annoying noise it did not make before. So now I have to spend my time and energy trying to figure out how to get that fixed.  
Meanwhile the day before the onsite came I suddenly started crashing while playing online games and a video card error would pop up. I called about this and was told I should update my drivers. The agent did not walk me through how to do this and I had to keep probing for answers. Consequently, Alienware did not even have the current driver on their website and I had to go directly to the manufacturer's website. I downloaded the drivers but I am still getting the error. You can see where this is going...another part, another month, another scheduling of onsite to fix my computer. I am very disappointed. I have had many computers that I spent a lot less on and they didn't ever start deteriorating in only 2 years. Alienware really needs to get it together!

This review was modified by its author, Nickdog1977, on 11/15/06 7:53 AM.

Paid for computer November 3rd. Was supposed to ship in 10 days. It did not ship unti December 16th. Was lied to many times by account representatives about its readiness. Received system December 18th. System worked for 5 days, then OS crashed.  
 
The recovery CD shipped with system was wrong one. Requested correct one to be sent to me. Was promised would ship out December 23, would receive December 30 or 31. Replacement shipped Jan 3. Received, reinstalled Windows, system worked until end of March.  
 
System began to crash, with increasing frequency. After many calls to tech support, decided to ship it back for testing/repair. Found out it was due to overheating. I had called many times while they had it to request that they change components to cool it down, prevent overheating. Requests ignored/denied. Requested an extension of my warranty as I had a paid for a system 8 months previous, of which it I had had a working system for exactly 3 months. Was denied, "We don't do that." was their response. Received "fixed" system in June.  
 
August, system began to crash again. Found out it was still overheating. Requested to ship it back. They set up an RMA to ship it back for repairs, however I have not yet received shipping documents. I want either a refund, or a credit issued to me so I can get a completely different system, not a "repaired" one that still does not work. They have ignored my requests this time.  
 
After paying for a computer November 13, 2003, it is now September 23, 2004 and I STILL DO NOT HAVE A WORKING computer from Alienware.

Never in my 54 years have I found a company with such a customer service problem. I ordered a Microsoft intellimouse from Alienware on 9/10/2004 and paid for same by credit card on line.It took them 6 days before they shipped the item by Fed Express.(for which I also paid for)When the package arrived 9/20/04 I opened it to find a power adapter rather than a mouse and an invoice addressed to a customer in West Virginia.I called cust. srvc. and the rep told me he would e-mail me a label to affix to the errant pkg and get it to FedEX "asap" was the term used.I told the gentleman that his first concern should be to get the correct item to me "asap" as I had waited long enough for my new mouse. He promised me he would overnite the item without fail and I promised I would then give the errant package to the delivery man. When I didnt receive the E-mail with the label I E-mailed them and got no response. After 2 days passed I placed another call to CS and was told that they needed to ok another $40.00 and that it was just an approval and my account would not be charged. I absolutely refused and asked for a supervisor. After a long time on hold a supervisor(?)got on the phone and I told him I no longer trusted Alienware to keep their word and to just refund my money. After a long apology he assured me he would guess what?:E-mail me a label and overnite me the mouse. I agreed on the condition he write me an explanation of why this promise was not kept before.Well the explanation I got was that the first customer svc rep told him the phone call had been disconnected and he was unable to contact me again.How convenient only problem was it wasnt true.What about the promised E-Mail with the label? I realize now that if untruths are the only thing alienware can rely upon then their Customer Service program is fatally broken beyond repair.Any further attempts to do business with them is futile if they find it necessary to lie over such a small item.I didnt believe the horror stories I had read here about Alienware's customer support until it happened to me and guess what ;I still havent received a label or a notice from FedEx that my mouse has been shipped so I guess it won't be here tomorrow if ever. I just hope I'm able to get my money back.  
This is an update 9/24/04  
I received an e-mail from an Alienware employee shortly after My original post.This note contained an apology and an assurance that this type of mishap would not happen again. I was offered and accepted a gift certificate for my troubles. I also requested an explanation of why I was out and out lied to. I also would like to know what that additional $40 credit was to be used for.All I got was that this person honestly didnt know why events had transpired as they had. At this point I give up. Two days later I get a delivery from FedEx.It is the gift certificates.I asked the delivery guy if he had another pkg. from Alienware and he said nope! I gave him the package sent to me by mistake and closed the door. Still no mouse promised by 3 different employees on 4 different occaisons.As far as Im concerned I have tried all I care to. Anything Alienware could say from now on could never be believed. Beware consumers- this was only a mouse and they could not handle it truthfully.

This review was modified by its author, JackSchitte, on 9/24/04 5:26 PM.

I bought an Alienware mobile system. First major problem with it is that it simply is incompatible with PCMCIA wireless cards (if not all PCMCIA devices) but that's not my major problem. My big problem is the support I've received. I was having random lock ups which they now believe to be due to a bad video card. I used the tech forums and tech chat and was advised on the forums to call tech support to send the system in for possible motherboard or overheating issues. I've have contacted their support 6+ times now and every time they refuse to let me return the system and insist on me doing their troubleshooting for them. As a direct result of some of the troubleshooting I was asked to do, I scratched my LCD on this past Saturday. I had guests visiting from out of town from Saturday night through Sunday night and called on Monday to report the issue. Originally they said that because the damage did not happen while I was on the phone with a tech the labor, but not the part (very expensive part being an LCD) would be covered under warranty. When I explained that it resulted from actions I was directed to take by a tech it should be covered they then said that the 2 days I waited to call (waiting until after my guests had left) was too long and they could not assume the damage was caused due to troubleshooting and was not caused due to misuse and that it could not be covered under warranty. At this point, they are sending me a new video card to install. I have already spent 15+ hours doing troubleshooting that should be done by them (reseating memory, testing both RAM sticks in both memory slots individually, reseating the hard drive, reformatting the drive and reinstalling the OS and reseating the current video card) and it looks like I still have more of my own time to waste doing there job when the new card arrives - hopefully resolving the issue. If it does not, perhaps they will finally ALLOW me to send the system in for repair. Considering what these systems cost I have to say that this PC has been a big disappointment and has also wasted much of my time.  
-----  
Update - I was told I would receive the replacement video card today, Thursday, and, according to the customer service rep, it just shipped today and should arrive Wednesday. When the order for the part was entered I was offered on site support but declined it because they said the part should come Thursday the 23rd but on site would be available on Monday at the earliest. I was also told that I would automatically receive tracking when the part shipped and was advised by the CS rep that this is also misinformation. This just keeps getting worse. However, the CS rep on the phone with me now seems both much more polite than any of the techs I've dealt with and more receptive to my issues with scratching the screen while doing the troubleshooting I was directed to do.  
-----  
Update 2 - 9-29-2004  
Within 30 minutes of submitting a lengthy e-mail to feedback@alienware.com (9-23) I received a call from James at Alienware. He said he had been following my case closely and asked me exactly how I had scratched my LCD to see if he could reproduce the event. Shortly thereafter he advised me I could send the laptop back for LCD replacement! I did have to wait for the video card to arrive first though - not a problem. He gave me his e-mail address as well as enough e-mail addresses of associates of his who were reliable and familiar with my case that one of them would be there at any time I needed to follow up. On Monday, 9-27, the new video card arrived and I called in to support (wanted to be sure I had a tech on the phone while installing the card - just in case :) ). The answering agent started to assist but, after reading through the notes, transferred me to Joe (Jose), James' assistant who was very friendly, courteous and professional during my conversation with him while installing the new card. After the HW install was complete, my laptop actually booted all the way to login - furthest it had made it in a couple weeks. However, before it even finished loading the startup services I lost video, followed by a blue screen and reboot (not a BSOD, but a full blue screen). As promised, I was not asked to do any further troubleshooting at that point and proceeded to get the info to send in the laptop. Yesterday (9-28) I FedEx'ed the original video card as well as my laptop, in separate packages, in to Alienware. I am looking forward to finally getting a working system back in my hands. I appreciate the 180 turnaround in service that I experienced with James and Jose compared to my prior contacts.

This review was modified by its author, zakoh, on 9/29/04 9:47 AM.

****CAUTION****Think long and hard before doing business with this company!  
My wife needed a new business computer. She’s been reading my Maximum PC mags and decided, based on comments and reviews from it and hearing comments from me about the quality of Alienware systems, that it would be a wise investment, as well as being fun, to buy an Alienware machine.  
She ordered the desktop system, and before it had arrived, we noticed that Alienware had introduced a free shipping promo. I called them about it, and the costumer service people I talked to were downright ugly telling me (in English that was very difficult to understand) that once the system had shipped, company policy stated we were out of luck.  
We received the system, and within 2 hours of use, it started rebooting, and the BIOS wouldn’t recognize the hard drive.  
I spent 3 hours with technical support trying to reformat the hard drive, to no avail. All of a sudden, the hard drive started working. The service rep insisted on reformatting the hard drive. I mentioned to him that I had paid for a “Respawn” disk, and he said, “Yeah, use that”. I asked if he would hang around for a bit to see if it would work, he told me that the “queue” was backed up, and that he had to go.  
One minute after he hung up, the computer tells me that a batch file is missing and that the operation is cancelled.  
I tried the disk again, and the hard drive once again refused to work.  
I called tech support again, and talked to a supervisor who suggested I send the machine back to have it repaired. I boxed up the machine and the Respawn disk in the original packaging and sent it back.  
I contacted tech support online a couple of times over the course of the next couple of weeks. I spoke to a guy Thursday (Sept. 9), who spoke with the repair guys, and he said it was being worked on, and it should be ready Monday.  
I called back Tuesday and spoke to customer support. She said there was a hang up. It seems the case had been damaged in two places, and it was going to cost me $200 to fix it. She stated there was nothing wrong with the hard drive. I asked to speak to a supervisor, and the Depot (Service Center) Manager.  
He came to the phone and told me that the computer case had not been damaged in shipping, that the corner had been cut off as with a pair of scissors, although he said that was not possible. He went on to say that the Respawn disk that I had paid $24.00 for had been physically damaged, that the case had been crushed/torn, and they were not going to be responsible for that either. That disc, as with the case, was fine when it left here and none of this was told to me on Thursday when I called and was told everything would be ready on Monday.  
Al then went on to tell me that they didn’t know what was wrong with my machine and they were working on it (as opposed to customer support who said the hard drive was fine).  
All the representatives that we have dealt with have been condescending, defensive, evasive, accusatory, unreasonable, unresponsive, and hiding behind “our policy”, a policy which also states Alienware won’t take any system back for any reason without charging a 15% restocking fee.  
They have our computer and our money. I can’t find out when they are going to return our computer.  
This company isn’t concerned with meeting the needs of their customers. They are acting just like Packard Bell did before they went belly up.  
This has been the WORST computer buying experience we’ve ever had.  
Do yourself a favor and avoid doing business with them.  

This review was modified by its author, eritori, on 9/18/04 4:38 PM.

After dealing with this company for the past 6 weeks I would STRONGLY recommend to anyone considering ordering from this company, look elsewhere! These people have no clue what customer service is, past charging your credit card. If your into EXTREME Aggravation this is the place, if not steer clear of this company. They should change their name to ALIENate.

Hey everyone. I figured that I would write an honest and up-to-date review of my experience with Alienware thus far. Looking to purchase my first laptop, I looked into many, many machines available. I figured I might as well go all the way. So I purchased an Alienware Area-51m ($3416)on August 29th 2004. Not a cheap computer by anyone's standards.  
After purchasing the computer I researched the company and products online. I must admit that I am a little concerned. You see there are a lot of alien-haters out there, as I call them. And after reading the horror stories my order is starting to fit right in. Granted it has only been a week, but my processor is currently on "back-order". This seems to be a common beginning for the horror stories and as of now I am worried. I am in the US Navy, and all I want is the computer to arrive ontime. Alienware if you are reading this, please please don't dissapoint me. I would say my odds are 50/50 right now, so I cannot give a "good" or "bad" review right now. I am going to keep faith in the company. For the definate good side, all my questions are being answered in good time and great professionalism. I thank them for that. I promise to keep updated regularly.  
 
UPDATE--SEPT.21ST  
Today is the estimated shipping date of my system. To put it bluntly there will be no system for a while yet. You see my processor was on backorder, no problem. So after waiting a while alienware wrote back and said that it had came in and that my system will ship ahead of time. At this point I am verry happy, and about to update this review. I am glad I did not. I just received another email that said the processor was still on back order and I should expect 10 or more days until delivery. Thats right, I was plain out lied to. Even though I do not have the computer yet, I would not recommend alienware to anyone who wants their product ontime, and doesn't want to pay for something they don't have. I am starting to wonder if alienware even exists.

This review was modified by its author, beef-chicken, on 9/21/04 2:25 PM.

WARNING TO ALL CONSUMERS, NAMELY BUSINESS PROFESSIONALS. DO NOT DO BUSINESS WITH THIS COMPANY. Alienware is nothing short of a liability. These people have no idea who they are dealing with. I own and operate an independent record label and I am absolutely stunned by the way I have been treated by Alienware Corporation. First off, I am currently in Phase 5 of 14. I ordered an OZMA 3150 desktop 17 days ago, after I was intrigued by the professional systems available from Alienware. When I placed the order I was given a quote of get this, "two-weeks plus three days for shipping" (ver-batim). I was told that my Alienware card had been approved and the gentlemen that placed my order gave me my Alienware card number, while assuring me that this was all that was needed to place the order. Four days later I decided to chech te status of my order only to find that it was in Phase 1. I promptly called Alienware customer service and after relating this info to the woman on the other line, I was assured that my order would be in Phase 3 "by today or tommorow" (ver-batim). One week later now ten days in, my order was still in Phase 1. Once again, I call customer service only to be told that I have not returned the hard copy of my credit card application. How are you approved for a credit card (not pre-approved mind you), but physically given the account number. I'll tell you,-you'r not. This was underhanded deception on the part of the sales agent I placed the order with. Yes, I was told that my confirmation number was the only thing I need to place the order and receive my card number, the sales agent just neglected to inform me about the paperwork I needed to return to complete the loan (21% interest). He made it appear that he could bypass the hassle of the paperwork by using the standard personal info used to verify id. I may only be 24, but I am not stupid, I've held literally dozens of platinum cards, including an AMEX Business Account with no preset spending limit. So, round again we go, I close my eyes pick a card and pay Alienware the full $3,240.00 You can bet your life if 3-days later my Alienware card didn't show up in my mail, regardless of the paperwork. By now any educated person reading this response can see through the cloud of smoke that was blown up my rear end. 24-48 hours later I hit Phase 3. At this point in my review, let me just tell anyone who is not aware of the 14 Phases of hell that you must descend through to get your pc a little about the first three phases. They are all payment verification phases. As a respectable business owner I can assure you all that payment is not an order Phase, it does not require 3 Phases of verification, and surely any corporation with more than 100 employees is fully insured and fully capable of dealing with fraudulent or cancelled orders. This folks is just pure greed, plain and simple. A few days later and I'm in Phase 4, and now totally willing to use all the leverage I have to motivate production. I completed a very well written e-mail informing Alienware of my situation. I assured them that I will maintain vigilant communication via Alienware Corporate HQ to make sure my business is not conveniently overlooked. I ask that my response be personally handled by a supervisor, and subsequently forwarded to their Quality Assurance Team. Two days later I receive an apology and the lame excuse that my videocard is on backorder. I'm again given the ver-batim shipping time of "the third week of September". Popquiz ladies and gents. If you have a respecatble business client paying you an excess of $3,000.00 for product that can't deliver by the promised delivery date, what do you do? You upgrade the product at no cost to the consumer. I know first hand, if you give your customers the slightest thing for free, they'll stand by you. Now, it's September 7th, I'm in Phase 5, and I'm supposed to belive that after it's taken three weeks to get to Phase 5 that Alienware is going ship me the pc sometime between the 14th and the 21st. That's two weeks from now, and for their organization it's physically impossible; they would have to triple their production time. You know, I was going to ride this one out, but after reading countless disturbing reviews and considering my my own personal experiences, I don't need anymore proof. It's just so amazingly blatant that Alienware has done everything but refuse to provide me with the services that I need as a business owner or even a gamer for that matter. I had put off a huge Flash project for the new version of my company site just to construct it on this machine. That will never happen. I have opted to cancel my order and report this aggregeous misconduct to the BBB and any organization interested in hearing my voice. DO YOURSELF A FAVOR, IF YOU CURRENTLY HAVE AN ORDER YOU HAVE NOT RECEIVED-CANCEL IT!!! TELL AT LEAST FIVE PEOPLE YOU KNOW NEVER TO BUY ALIENWARE.

This review was modified by its author, masamune, on 9/10/04 1:58 PM.

First indication of a problem was when the sales representative refused to sell me a "professional" workstation with a "gaming" videor card. Had to escalate the call 2 levels in order to get them to accept the order.  
Second indication of a problem was when it took 20 days to get an e-mail acknowledging my payment, when the web site and my credit card company both said they got the payment the day I gave them the credit card info.  
40 days after they got my money, they called and said the system would be delayed at least another 2-3 weeks unless I agreed to change the video card. I agreed, and they promised to ship within 7 days.  
When I called 5 days later to ask why the web site still said my system was not in production yet, they said they forgot to call and tell me the CPUs were back ordered, and the system would be delayed another 2-3 weeks unless I accepted slower CPUs. I said no, and said I wanted the video card I originally ordered if I was going to have to wait that long anyway.  
I called today and was told that my order is now being managed by someone in the "Escalation Department" and that only she can tell me the status. I called only after she ignored 2 e-mails over the course of a week. So far, she hasn't returned my call.  
Alienware has had over $7500 of my money for 60 days now and won't even respond to my requests for a status update.  
 
Update: I finally reached the customer service "escalation" representative on the phone. She says she didn't get any of my e-mails. Also says the CPUs have been delayed another 2 weeks, supposedly because of hurricanes. (AMD delayed shipment from Germany to Miami by 2 weeks because of storms that didn't hit Miami?) No indication that Alienware would have told me this if I hadn't called. She promised to contact me if the CPUs come in early or are delayed again, and promised that they will not give my video card to another customer (like they admitted they did with the CPUs while waiting for the video card before they called me the first time). We'll see.  
 

This review was modified by its author, Greywulff, on 9/7/04 5:02 PM.

I was a LONG TIME Alienware supporter. But now I can not be one. Due their growth and policies adopted, they are just as bad as all others. Out for the mighty $$.  
This is my third purchase, 1st time laptop and from the first day I have nothing but troubles. You spend 1 or so hours ordering a product and then they call you back in 2 days to take up more of your time to go over your whole order and of course try to sell you items you did not choose. Stop wasting my time.  
 
Their new up to date emailing processing is handy to let you know where you stand. But god help you when your order comes. Because if you accept the package and there is anything wrong with the item, your stuck or it cost you 15% to return. Especially if you have a DEAD pixel on your new, expensive laptop. Not there fault, they test, but policy has never been over ruled. If I walk into frys and buy a LCD with a dead pixel, I can return / exchange it. Alienware has made the ease of buying a product on the web, into terrible experience for me. Of course I could return it, but they keep 15% of my money when they screw up.  
On July 6th i ordered a Dell XPS and have had that machine for 1 week already. So far no dead pixels.  
 
i wrote 2 emails explaining my experience to the powers to be and not one reply. Disapointing in deed. I think Greed has set in and the little guy and turned on it's followers.  

June 3 ordered area 51 laptop,arriver 6/16/04 started up had dead pixel,contacted customer serv advised to return for service sent rma number and shiping label,returned arrived 6/25 called customer service spoke to customer service told it would take 10-12 days laptop would undergo testing before released,recieved e mail saying that expected ship date 7/11 ref 040628-111208 laptop arrived on 7/02 with label showing it was shipped fed ex 06/29,  
started laptop the same exact problem,called customer service asked for supervisor spoke tocustomer service,asked for some time to find out the facts and would call me back. never did the next day i called and tracked him down he was at a loss to explain how i got the lap top back un serviced.  
transfered me to a member of management when i said i wanted to cancell the order on this defective laptop. she informed me that there would be a 15% charge to cancell even thouge this is a defect unit . i sent the laptop back it arrived 07/09 at 2 pm called customer serv they told me it arrived monday spoke to customer serv rep. he said the amount of refunf was 3551.00  
on 7/22 still no refund spoke tocustomer service will trace down credit and call back ,.missed his call on 0723 spoke to customer service ,credit issued amount 3219.79 more than the 15% of the cost of the laptop 3900.00  
If this can not be taken care of and full credit issued to my credit card I will seek legal recourse .  
i have contacted the better business bureau and dept of consumer affairs,my credit card company,  
I willcontinue to share the total disfatification with alienware products and service with everyone especially gamers.

This review was modified by its author, rwitte, on 8/2/04 6:54 PM.

For the past 10 years or so, I had always built my own computers, but I thought I splurge and go with what was perceived by my reading numerous reviews as the 'best gaming machine' with 'award winning tech support'. I ended up ordering an Alienware Area51-m in excess of 3000 dollars.  
 
After receiving it, any game I'd try to play would crash the system after 15 minutes of play time MAX. I endured this for a few days, even posting on their support forums, and trying some things that other suggested, to no avail.  
 
I finally called their tech support a week later. After spending 2 hours on the phone uninstalling and reinstalling video drivers, changing startup options, opening up the laptop to reseat connections, I was told to try firing up a game and call them back.  
 
I fire up a game, and it crashes not 10 minutes later. I call them right back. I get someone different now, and I have to explain the whole process I went through. He puts me on hold for about 10 minutes. We go through more troubleshooting items. After they all fail to do the job. He tells me - Looks like we have to start over - let's wipe the drive and reload the operating system from the recovery CD. By now, I've been on the phone with these people for 3 hours. I tell him there's NO WAY I'm going to do that to this 1 week old system. It's obvious that there's an issue with the video card. Can we please just swap it out???  
 
After putting me on hold for another few minutes, he says he's gotten the approval from his supervisor to swap the video card out. He then transfers me...  
 
The next person gets on the phone and proceeds to step through all the troubleshooting items ONCE AGAIN. I tell him 'I was told that I could swap this video card out, are you the one that can do that?' He responds with 'Yes, but only if I feel it's necessary'. You can imagine by now that I'm pretty angry. After arguing back and forth with him for 10 more minutes, I tell him 'If I can swap this card out (you'd be cross-shipping it anyway), I'm going to return this 3000 laptop'. This Tier 2/3 tech did not even seem to care.  
 
So the next day, I call Customer service to return my laptop, after going through a 'why would you want to return it, are you SURE you don't want to talk to tech support anymore', I find I have to call back because that person couldn't get me an RMA at the time.  
 
I call back 3 hours later and FINALLY am able to get an RMA, again after being asked if I want to talk to tech support, that they could probably fix it. No thanks. I'm told it will take 7-10 days for me to get my refund after they receive it (you know, for time to disassemble the LAPTOP), and that I would have to also include the extended warranty in the cost of what gets charged the 15% restocking fee. (Explain how you restock an extended warranty, this guy couldn't).  
 
In any case, they received the laptop on 7/12, and to no one's suprise, today is 7/22, and I don't have my money.  
 
Alienware lost a potential lifetime customer, if they had treated the customer like they wanted his business..  
 
Update: I received notice that they had credited account the day after I posted this. Lisa from Alienware has been very courteous, thank goodness.

This review was modified by its author, lesterp33, on 8/20/04 5:56 PM.

My Alienware system served me perfectly for about the first month... the order process went easily and smoothly, and the first bit of use was impeccable.  
 
However, I immediately started having problems. For instance, using the built-in wireless caused my sound to break up, lag, slow down, etc. I was informed by the AW tech that this was due to the fact that wireless cards are very demanding on all components of a system and that this was not a problem, just "the way it is" and there was nothing I could do about it.  
 
I dropped that issue.  
 
After even more problems, my system started randomly shutting down. I tried everything I could to fix it to no avail, and finally the AW tech told me I needed to uninstall SP2, because it was "very bad software" and "90% of computers with SP2 have this problem" and "SP2 slowly corrupts all your system files". Okay, so I uninstalled SP2 and promptly lost browsing capabilites. The same tech then said that there was no solution and I needed to reinstall the OS (which seems to be their solution to everything). Not so much. Using the Winsock XP fix solved my problem.  
 
Their technical support is sketchy at best, hard to understand, stubborn and occasionally rude. Prices are exorbitant, and system stability is only decent (which is unacceptable for $3000+ systems).  
 
Get a Dell. Or, if you can afford it, a Falcon Northwest, but stay away from the Costa Rican team at Alienware.

This review was modified by its author, statikuz, on 1/8/05 2:00 AM.