I've had a VERY BAD experience with this company.

I ordered just one simple keyboard and it took over TWO WEEKS to get to me ... and the keyboards were IN STOCK! I also spoke with several reps on different days and all of them told me it was shipped on that day ... when it wasn't. Fed-Ex Express Saver 3-Day? HA! Felt more like snail mail to me from the time I placed the order!

Although I don't classify myself as a hardcore gamer or business professional, I use my Alienware Aurora DDR for both gaming and business purposes. I play a number of first-person-shooters, I do some small-scale audio editing, I write and do some desktop publishing, and I author media-rich webpages.  
 
The amount of time that elapsed between placing my order and receiving my computer was about 40 days, but it was well worth even that long a wait.  
 
The reason my order took so long to ship was because I changed it twice during the build phase (changed processor and the amount of RAM the first time and then I changed the audboard). Each time I wanted to change my system's configuration I was warned that it would push back the ship date another week or so.  
 
I didn't mind the delay at all and I was pleasantly surprised that Alienware fulfilled all of the changes I had requested.  
 
When I finally received my computer, it worked right out of the box and has not given me a single problem since day one.  
 
I got a couple parts replaced, though--the breakout box for the Creative SB Audigy audboard was dented and the removeable side panel was scratched but Alienware replaced both items for me without any fuss.  
 
All things considered, I'm very pleased with my Alienware Aurora DDR and I would buy from Alienware, again.

This review was modified by its author, devGecko, on 1/6/03 6:17 PM.

I was attracted to Alienware’s high-speed computers and its marketing points such as the 200 point inspection and the customized manual. I placed my order for the Alienware 2001DV with the Pinnacle card, 1 Gig of RAM by two 512 RAM chips, and a specific hard drive configuration. I was told that my order would take 7 to 10 business days to process payment, build the PC and ship it to my home.  
 
When I received my computer I discovered many of the contents to be damaged or missing. The entire PC was in horrible shape. I set-up the system, plugged in the computer and… nothing happened. I checked the system inside and out and could not discover the problem. After troubleshooting, I discovered that several connections were not made inside of the machines and as such no power was going to the motherboards or the hard drives. Then, while the machine would start it would immediately crash.  
 
After Alienware provided me with the wrong numbers in my ‘customized’ manual, I was eventually able to reach tech support through their corporate office that was able to get my system running after almost two hours on the phone.  
 
On the following Monday, I spoke with a customer service rep about my issues. They advised me that in order to replace my damaged documentation and discs I should, “just contact the manufacturer. It’s really a lot easier.” Shortly thereafter I spoke with their supervisor who apologized and stated that they would send out the missing hardware, including my certificate of authenticity, but I still had to contact the manufacturers for the majority of the damaged CDs and documentation.  
 
Within several days my computer became unresponsive and per tech support I sent the computer back, with the promise that because of all the problems I would have a new computer build with the correct RAM configuration.  
 
Once the computer arrived back at my home two weeks later, the horror continued. The computer was again unresponsive.  
 
After speaking with tech support numerous times we were able to correct the issues to the point that every time I boot my system I must enter the Bios and configure the hard drive settings. Plus, the computer would still crash when asked to do high-end rendering of video files – the main reason I purchased the computer.  
 
While this was occurring I was having very negative dealings with the customer service supervisor. When I initially ordered the correct RAM configuration she advised me that the mouse and RAM were not configured that way as I had not paid for them. These were two items I was very specific about. After several requests she grudgingly relented; however she made sure to point out that this was an inconvenience and something she was unhappy about having to do. My Adobe and Pinnacle parts arrived many weeks after I first asked for them.  
 
During my time with Alienware the Customer Service staff to be grudgingly polite; however reluctant to transfer me to a supervisor or person of higher authority. This is usually after a significant wait period. For note, their wait times usually very between 15 minutes and 1 hour.  
 
My computer is now unresponsive again. For the entire time I have had this system it has been fully functional none of the time and barely functional for two weeks. When I called to report the latest issues their only solution was to send the computer back for another two weeks and they would try to correct the error a third time. This is a business computer. Any down time and money is lost. I made this fact known that Alienware’s errors have been costing me my clients and lucrative paying commercial projects. They advised me there was no other course of action. When I asked to return the computer for a refund I was told no.  
 
On November 22nd, I called Tech support again, spoke with a customer service rep, and requested to speak with a person outside of customer service to assist me. He stated that my issues would be specific to the crisis team and that he would forward my complaints. He stated that I should be contacted by the following Monday.  
 
After Monday passed I continued to contact Alienware. I sent e-mails on a daily basis, but no response came. A week into December I finally located the switchboard operator and was able to reach the crisis team.  
 
The crisis team was very helpful and immediately agreed that they would refund my money, and handled all of the shipping fees. This was the single most horrific customer service experience I have ever been through and I make it a point whenever I now give a training class or presentation to let my audience know about this experience and how to avoid this from happening. I am then able to point to their crisis team as a true model for how to professionally handle a customer who wishes to leave. Without their final assistance and support I would still be a very bitter man.  
 
Sum: A bad start, worse middle, good service in the end. I wish their entire staff was like the crisis team. I would probably still be with the company.

This review was modified by its author, nero332, on 12/13/02 4:42 PM.

Sometimes a slipping ship date can be frustrating. However, when the reason are explained before you have to complain, it softens the blow.

I did not allow this order to process. I recieved varied information on my 'system ship date' and had difficulty processing my payment. Therefore I canceld my order. I had difficulty getting my money back. Customer support was very bad. I spent HOURS on hold. No manager would ever speak to me regarding my questions. Promised call-backs and e-mails were not made/sent. I do not recomend this company at all. I wish I had found this web-site prior to my placing an order with ailenware, other people seem to have had similiar experiences.

Things have been up and down with my Alienware machine. To start with, I actually placed my order at the begining of december, being told it would arrive for christmas. Their computers show I placed it December 20th, but this is when it processed. I didn't recieve my computer until the second week of January--by which time not only a new set of speakers (upgraded) and a new video card were availible.  
 
I ordered a custom machine. While, unlike some other customers, I did not have any problems off the bat (aside that winXPpro wouldn't let my user name be 'click' which is what it has always been), but as time passed I became quite dissipointed with the machine.  
 
I've been using computers since I was four years old, and hardcore since I was about 11. I'm 19 now. I bought the gaming machine primarily for media--that's why I bought a custom system, and designed it to go more towards media support. The first thing that happened, and perhaps not alienware's fault, is that my speakers blew and I haddn't had them past a tolerable hearing level. Then, the paint starts wearing off my keyboard.. They did replace it free of charge, but it's a hasel.  
 
Lately, I've been very dissipointed with performance. It seems the 400mhz computer that I'm writing this on right now (my AW is at college 2000 miles away) is just as fast as my 1.9ghz alienware--and the problem is not the RAM. I haven't put a whole lot onto the computer, nor taken it off, and that is why it surprises me when it quite regularly freezes or crashes.  
 
The few times I have called for support, I explained the tip top of my problem, was asked for my phone number and told i'd be called back. I never recieved a call back quicker than 12 hours later, which, inconvienently for me, was in the middle of my early morning sleep. When I picked up the phone to start working on the problem with the tech, I had problems understanding her. It didn't seem that the woman's most fluent language was english, and she had a heavy accent. I later find out that they've moved their entire tech support facility to costa rica. This is later confirmed by more tech support calls where I expirience people I can barely understand. I'm fine with the operation being somewhere other than the US, but I think that for support conducted over the phone its very important that the people are very clear and easyt o understand.  
 
I guess that's about it. I don't have some blazing heat about alienware, but I just feel that I'd have been better off building my own computer.

My purchasing experience was excellent. The sales person was very helpful and courtious.  
 
6/11/2003 Almost a year with My Area51 so far it been great haven't had any component failures. My only complaint is that my Father recently purchased a Area51 and it arrived damaged and the took almost another month before he got it back repaired. He experienced some difficulty with Customer being busy and hard to get a hold of. He also doesn't like the Vid board GeForce FX way too loud! Plans on changing to a ATI Radeon soon.

This review was modified by its author, capevette, on 6/11/03 9:20 PM.

Horrible customer service. Shipped with the wrong chip after a long delay. Nobody can answer anything on the phone and you are always put on hold and they never call back as they say they will. Once they have your money your cooked!

I ordered an Alienware Aurora DDR in May of 2002.  
 
I had been looking into several computer companies to custom build my dream machine and after a solid 4 months of online research, visiting brick and mortar stores and reading customer reviews of many companies including Falcon Northwest, Voodoo PC, Sony, Gateway, HP, Compaq, Dell and Gateway. I decided it would take a special company to build my special PC.  
 
Money was not the issue, I was looking for a company that offered 24/7 tech support, online configuration, online ordering, at least a 1 year warranty, speedy delivery with insurance, customer support forums and most importantly the sheer audacity of breaking out of the “beige box” experience and offer the end user an aesthetically pleasing computing environment.  
 
I had noticed years and years of 2 page ads from Alienware from many of the more popular computer magazines, this was where I had my first experience with the company. I loved the “alien” theme and soon fell in love with the many custom colors they offered. After researching PC’s from high end gaming system sellers such as Voodoo and Falcon Northwest. I decided that Alienware was the way to go. I made my decision and never regretted it.  
 
I made the mistake of purchasing my first 2 computers from “brick and mortar” stores such as Best Buy. I spent good money for computers with yesterday’s technology, proprietary components, small cases (which made swapping hard drives or optical drives a nightmare) and stupid salespeople. I hated every minute I spent using these 2 computers. It drove me crazy when my new computer barely met the system requirements for the latest games or the latest OS. I was very unhappy and hated myself for being too impulsive with the purchase of these 2 computers. I came to realize that I deserved better!  
 
Do yourself a favor and enjoy your computing experience. Purchase your next system from a company that caters to people who want more and expect more from their box than typical web surfing and email. If you want that, get an Emachines or a Compaq otherwise visit www.alienware.com You wont regret it!  
 
My current specs:  
 
AMD Athlon XP 2100  
2 80GB Western Digital SE 8MB Cache striped in Raid 0  
768 PC2100 DDR RAM  
Nvidia GeForce 4 Ti4600  
Plextor Plexwriter 40x/12x/40x CD-RW  
Samsung 16x/40x DVD-ROM  
Soundblaster Audigy Platinum with Firewire  
Creative Labs 5300 5.1 Surround Sound Speakers  
Microsoft Intellimouse Explorer 3.0  

When I purchased my first Alienware system several years ago, I was skeptical as most. It was a High quality system, at a moderate price. A 2.4Ghz Laptop, cutting edge at the time.  
What I got out of the ordeal was not what I expected. It was much more.  
My system ran beautifully from the start (and has ever since). Any technical questions I had, the Alienware Support Forums were able to answer. The Forums aren't just a group of Tech geeks that make solutions impossible for you to follow, it's a community of helpers. There's not only plenty of Official Alienware Tech in the forums (who make solutions do-able and easy to understand), they've got the most helpful customer base I've ever encountered. At one point (by fault of my own) I needed a harddrive replacement. I don't even believe it was a week before I recieved it. From my experience, The company has always been quick, professional, and helpful.  
On the quality of the system itself, well, let us just say that I am now the owner of a brand new Alienware Desktop as well. Being a Computer Engineering Major At Colorado State University, I live with 30+ other Hardcore Gamers, Coders, and Do it yourselfers when it comes to computer. My system is second to none. The price you pay for an Alienware is nothing when compared to its quality. Let me just say that whenever a computer breaks down on my floor here (and it happens more often than you'd expect), I'll tell the guys "Maybe you should go for an Alienware". People often try out my system, and are always impressed -- and there's now another proud owner of an Alienware 3 doors down.  
Alienware has made me a customer for life. I DID buy my next system from them, and plan to in the future as well. I've been abducted, and am never going back to the hassles and dissapointments of other Companys. I suggest to everyone to make their next pruchase with Alienware ... and be abducted.

This review was modified by its author, georgijordan12, on 3/31/04 1:05 PM.

I purchased my first computer from Alienware almost four years ago. Since then I've bought one for my wife, and bought another newer one for myself.  
 
They all continue to work perfectly, and my experiences with tech support and customer service, as well as on their forums has been great.  
 
I have never been so satisfied with a computer company, and I am a customer for life.

This review was modified by its author, smapde2002, on 3/15/03 9:26 PM.

Alienware has gone through alot of changes in 2 years and all of them have been good!! Always striving to offer the best in quality and performance, their products are top of the line! In-house service and tech-support response, whether from online forum, e-mail or 24/7 toll-free phone support, make them a hard to beat!

Great systems dont buy a store bought pc if you really want to play games. my custom alienware came with all the fineist stuff in the box and none of the junk you dont need (like we really need 50 free hours of aol slaped on the hard disk cough...gateway dell)  
 
i leave my alienware on most the time doing things from runing a server to downloading and have never had any problems.  
 
And the inside of the case is so easy to get into eith all the cords neatly wraped and tucked out of the way.  
 
all in all its the best computer i ever had i plan to send it back to them for a upgrade job when t

After 3 systems from Alienware I am still a 100% satisfied customer. My first was a custom system in '01. I've had no problems with it at all and it's still running great. My second system was a Sentia laptop. It's small, very portable, and I don't think any other laptop would fulfill my needs better. My third system was the Bot. It got a little damaged during shipping but after contacting Alienware's support I received the replacement parts after 2 days and installed them myself. All my systems are working great and I will definately be buying from Alienware again!

This review was modified by its author, ms82xp, on 12/8/05 5:58 PM.