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"This has been the worst experience ever. I paid alot of money for this laptop, and when I called to get help and to order a replacement screen, they told me that they could not sell me a replacement but I could send in my laptop and pay almost 5 times the amount of the replacement part. I asked to speak to a manger and they REFUSED to let me speak to one. Before I finally got a hold of someone that could help me, I was transfered about 5 times and hung up on. I will never buy anything for them again, and I will not ever recommend them to anyone."
"Alienware is the worst company ever. I awaited the newest Alienware laptop because I've always wanted an Alienware. They gave me a link to order it because it wasn't on their site yet. I ordered it and I had to wait almost 4 months in delays. It was very upsetting for 2 major reasons. The website kept on putting new dates on how long it would take, and I would wait for their estimation and 20 days became 4 months. They should not be giving estimations on new orders on their webpage if it is shorter than what the current orders are waiting for. Second, the price dropped $400 during the 4 month of waiting and they did not give me the lower price or a discount.
When I got my laptop, I was happy because the ALienware design is really nice. But they have a lot of flaws with the design. The laptop overheated so the black coating on the laptop started to peel. The Alienware emblem scratches easily so it looks like there is a bullethole on the Alien's head. THe laptop overheats horribly.
Then there is the operating problem. The Alienware that I bought came with the XP Media Center Edition. It was not installed completely and I had to look for the updates and download it myself to operate properly.
There were also problems with hardware issues. My laptop crashed several times and I had to reformat the computer twice. The battery died 8 months after receiving it. I received a second battery and it died after only 5 months. Only 1 Ram gets read. Only 1 hard drive reads and then today, both hard drive went down.
The customer support is horrible. I called them on several occassions and their fix is usually "remove the ram, place it back in, switch the ram locations." They gave the same fix for the hard drive and it all ends up not working. When I called to let them know about the battery problem, they saw that the laptop was drastically overheating. Their solution was to run the laptop with the bottom removed. When I called again about the overheating problem, they said that there is no records of the call.
After the last time, I called customer support, my computer crashed on July 5th. One year and 2 days from when my laptop was sent out which was July 3rd. They didn't even compensate for delivery time where my laptop actually arrived a few days afterwards and they said that my year of free support expired. Unless there was a previous problem, they can only give 15 minutes of support, otherwise they will charge $40/hour for phone support. There was a previous unresolved problem with the overheating, but that problem wasn't recorded so I ended up with a $3200 oversized paperweight.
I will never ever order from Alienware or Dell again. You can find better and less expensive laptops with better customers support and reliability."
"Alienware is the worst company I have ever dealt with. DO NOT BUY ALIENWARE! I purchased an AREA-51 M15X and have had it only six months. I have had numerous blue screens, a screw fell out of the frame that holds the LCD in place and the internal fan is making noises like its broken. I have even done a system restore 3 times now, and it continues to blue screen. Everytime I call support, I am on the phone no less then 30 minutes waiting on hold to speak with someone. I purchased the AlienFX lighting system. I can't use it if I upgrade to Windows 7, since they haven't been able to come up with a fully functional piece of software to control it, so I am stuck with Vista if I want to use the lighting system I paid for. So I am currently on hold with them right now, since I need to setup an RMA to get all of these issues fixed, and its been over 30 minutes and I have not even talked to anyone yet. So essentially if you want to overpay for a piece of crap and get terrible customer and tech support, go with Alienware."
"Ordered a x58 wartime edition, received the machine , worked fine, except for the alienware lighting. After about 2 hours on the phone with tech service, they said they would send out the parts and I could Install them myself. I told them I prefer they send a tech, since it required my removing the audio and vido cards to get to this board. they sent the parts in 2 shipments, the first by regular mail (took 10 days to arrive) and the board by fdedex, that took 3 days to arrive. when the tech arrived to repair the machine, he found they sent the wrong parts. At this point I decided to return the pc. That was no problem and I am now waiting for the credit. Everyone was helpful, but rather slow. they now have seveal new machines due out very soon, they won't tell you when, just soon, the upside to alienware over the others Is that they DO send a tech to your home, and you can buy a 3 or 4 year warranty. again..the people were friendly and helpful, you just need to push them a little. I'm waiting for the new area 51, I looked at I Buy Power, but they are a small operation, and no home service..for 3 grand, I want the service, and do not want to send a machine back for repair. every part can be replaced in the home by a tech, of course you pay for this in the price of the machine. all the company's use the same parts, It's how they put it together and ship it to you that matters, and Dell is not going out of business anytime soon"
This review was modified by Radar12400 on October 14 2009 07:31:13 PM
"Order an Alienware desktop last week. Picked up at FedEx today. Removed from packaging, etc. and to my disappointment it would not post. Contacted tech support and they had me try the usual troubleshooting- reseating video card, trying one video card at a time, removing CMOS battery, disconnecting optical drive and hard drive, holding power button in for 25 seconds when first powered off, and other garbage. Support rep finally arrived at conclusion that it was a defective motherboard. Well I'm in the process of selling my home and moving into a temporary place. They refused to ship to any address except previous. Also said I would need to arrange a time with their tech to replace the board. Inquired about returning equipment and they said it would be a 15% restocking fee even if it was defective. And shipping was not covered. I asked for a supervisor and was informed that he was the only one I could talk to about anything. Basically refused to transfer me to anyone of higher authority. I will give them an opportunity to try the motherboard replacement even though it is a great waste of my time. Will update as things progress."
"I ordered the OPTX AW-2210 on September 30, 2009. The web page stated it would be 2-3 days for delivery. They debited my credit card on October 2, 2009. I called them for 4 days to get a delivery date and I was told each time it would ship within 48 hours. That never happened. I had to cancel the order on October 7th, 2009 and call my credit card company and inform them of the situation. At this writing the charge still remains on my credit card. "
"First off, I haven't even received my computer yet. I just need to display my anger with customer service and how things haven't worked out in any favor.
I won this lap-top via a contest. The actual order was placed August 24th, 2009, for an m15x. I called to confirm and was told the ship date would be Sept. 16th, 2009.
A week later, I noticed no movement on my order making the date Sept 3rd, 2009. At that point I sent an e-mail(before they insisted you call) and was responded to 3 days later saying everything was fine. Sept 15th, 2009. No movement on the order. I call in and find out it's on the check stage, and that within 24-48 hours it would ship.
3 Days later, I call, and processes have failed and the screen was damage, product has no ETA now when shipping out will occur.
I've called everyday since then, and have had answers ranging from 24-48 hours shipping and no ETA. Customer service is the worst I've seen as far actual help.
I've won this computer for free, and was told it would ship almost a month ago. I was in the market for another computer after I get this lap-top, and Alien ware WOULD have been at the top. I'm afraid with all this two-way talk, they would lose favorably. I'm just saddened by what has transpired, and I don't even have the computer yet.
**Update**
I've had the m15x for once month, upgraded to Windows 7, and has been running great. However the hinge is cracking ALREADY. Less than a month and the computer is breaking down. Stay away from Dell and Alienware."
This review was modified by n1chol3 on November 02 2009 01:16:02 PM
Short version of a long review: - Alienware computers were once known for their quality and performance; it appears that Dell bought the brand and kept them around in name only. The computers are overpriced, cheaply constructed and their service sucks.
There are a number of reasons for this review, and it is not knee-jerk or reactionary in any way; I had high hopes for the quality of any laptop I spend more than $1500 on and, frankly, I was sorely disappointed by the low quality of the laptop I recieved:
1. Cheap plastic construction; feels like you will break it.
2. Screen hinge is weak, sways whenever you do anything.
3. Touchpad doesn't work 50% of the time. Mine wasn't broken, but the pressure sensor is finicky and wont respond if your fingers aren't bone dry.
4. Touchpad volume controls would randomly increase/decrease/mute volume while using keyboard.
5. Keyboard did not respond fast enough to catch most double letters (I sent a number of emails talking about gogle searches and balon animals).
6. New, fancy, customizable lighting looks cheap and gimmicky
7. Oh yeah, and $200 shipping cost that is kept secret until the very last stage of computer purchase on their website.
In all, the computer would probably work well as a desktop replacement if you used a separate keyboard and mouse, but that is unacceptable for a laptop that is touted for its power as well as portability.
Alienware was a quality company until they were bought by Dell but has since fallen by the wayside. Dell appears to have bought the brand name to hook gamers of my generation who now have jobs and money. These computers are built with cost-cutting and not quality in mind. Their understaffed customer service dept makes it very difficult to get repairs/refunds.
IF YOU FEEL YOU HAVE BEEN DUPED BY THIS COMPANY INTO SPENDING TOO MUCH ON A COMPUTER, CONTACT THIS PERSON:
Mike MacKenzie michael_mackenzie@dell.com Critical Issues Team Resolution Specialist Alienware Corporation 305.251.9797 ext: 4802039 866.442.5436"
"best purchase for laptops... you pay what u get... i bought a dell pc and alienware at the same time. while both had kinks here and there, ACTUALLY it was freakin windows vista crashed on laptop but alienware has the best customer service and its AMERICAN. the rep reset all my programs for me all i had to do was type my password now and then. Dell outsources all the customer service and i have had lots of problems with their systems... Even though it was expensive, the information from friends who know more about computers than me, said this laptop will last at least 10 years. the performance has been outstanding and its looks awesome.... my only disappointment is I should have paid the laptop off first before i bought my dell pc. Because i would have (I will in the near future) got the alienware pc... go to their website alienware.com to purchase.... "
"I ordered an Alienware Area-51 X58 wartime edition and I am very pleased with it's performance on gaming and everyday tasks. Even though it's a little noisy I really don't hear it during gameplay so I am not worried about it. Other then that buying from Alienware was a smart decision and i would do it again."
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![Share](javascript:share_rating({"review_body":"Alienware is the worst company ever. I awaited the newest Alienware laptop because I\u0027ve always wanted an Alienware. They gave me a link to order it because it wasn\u0027t on their site yet. I ordered it and I had to wait almost 4 months in delays. It was very upsetting for 2 major reasons. The website kept on putting new dates on how long it would take, and I would wait for their estimation and 20 days became 4 months. They should not be giving estimations on new orders on their webpage if it is shorter than what the current orders are waiting for. Second, the price dropped $400 during the 4 month of waiting and they did not give me the lower price or a discount.<br><br>When I got my laptop, I was happy because the ALienware design is really nice. But they have a lot of flaws with the design. The laptop overheated so the black coating on the laptop started to peel. The Alienware emblem scratches easily so it looks like there is a bullethole on the Alien\u0027s head. THe laptop overheats horribly.<br><br>Then there is the operating problem. The Alienware that I bought came with the XP Media Center Edition. It was not installed completely and I had to look for the updates and download it myself to operate properly. <br><br>There were also problems with hardware issues. My laptop crashed several times and I had to reformat the computer twice. The battery died 8 months after receiving it. I received a second battery and it died after only 5 months. Only 1 Ram gets read. Only 1 hard drive reads and then today, both hard drive went down.<br><br>The customer support is horrible. I called them on several occassions and their fix is usually \u0022remove the ram, place it back in, switch the ram locations.\u0022 They gave the same fix for the hard drive and it all ends up not working. When I called to let them know about the battery problem, they saw that the laptop was drastically overheating. Their solution was to run the laptop with the bottom removed. When I called again about the overheating problem, they said that there is no records of the call. <br><br>After the last time, I called customer support, my computer crashed on July 5th. One year and 2 days from when my laptop was sent out which was July 3rd. They didn\u0027t even compensate for delivery time where my laptop actually arrived a few days afterwards and they said that my year of free support expired. Unless there was a previous problem, they can only give 15 minutes of support, otherwise they will charge $40\/hour for phone support. There was a previous unresolved problem with the overheating, but that problem wasn\u0027t recorded so I ended up with a $3200 oversized paperweight. <br><br>I will never ever order from Alienware or Dell again. You can find better and less expensive laptops with better customers support and reliability.","link":"http:\/\/www.resellerratings.com\/store\/Alienware\/comment\/514252#comment514252","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Alienware.jpg","store_name":"Alienware","username":"Crippler","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Alienware is the worst company I have ever dealt with. DO NOT BUY ALIENWARE! I purchased an AREA-51 M15X and have had it only six months. I have had numerous blue screens, a screw fell out of the frame that holds the LCD in place and the internal fan is making noises like its broken. I have even done a system restore 3 times now, and it continues to blue screen. Everytime I call support, I am on the phone no less then 30 minutes waiting on hold to speak with someone. I purchased the AlienFX lighting system. I can\u0027t use it if I upgrade to Windows 7, since they haven\u0027t been able to come up with a fully functional piece of software to control it, so I am stuck with Vista if I want to use the lighting system I paid for. So I am currently on hold with them right now, since I need to setup an RMA to get all of these issues fixed, and its been over 30 minutes and I have not even talked to anyone yet. So essentially if you want to overpay for a piece of crap and get terrible customer and tech support, go with Alienware.","link":"http:\/\/www.resellerratings.com\/store\/Alienware\/comment\/508762#comment508762","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Alienware.jpg","store_name":"Alienware","username":"xphilliex","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Ordered a x58 wartime edition, received the machine , worked fine, except for the alienware lighting. After about 2 hours on the phone with tech service, they said they would send out the parts and I could Install them myself. I told them I prefer they send a tech, since it required my removing the audio and vido cards to get to this board. they sent the parts in 2 shipments, the first by regular mail (took 10 days to arrive) and the board by fdedex, that took 3 days to arrive. when the tech arrived to repair the machine, he found they sent the wrong parts. At this point I decided to return the pc. That was no problem and I am now waiting for the credit. Everyone was helpful, but rather slow. they now have seveal new machines due out very soon, they won\u0027t tell you when, just soon, the upside to alienware over the others Is that they DO send a tech to your home, and you can buy a 3 or 4 year warranty. again..the people were friendly and helpful, you just need to push them a little. I\u0027m waiting for the new area 51, I looked at I Buy Power, but they are a small operation, and no home service..for 3 grand, I want the service, and do not want to send a machine back for repair. every part can be replaced in the home by a tech, of course you pay for this in the price of the machine. all the company\u0027s use the same parts, It\u0027s how they put it together and ship it to you that matters, and Dell is not going out of business anytime soon","link":"http:\/\/www.resellerratings.com\/store\/Alienware\/comment\/505740#comment505740","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Alienware.jpg","store_name":"Alienware","username":"Radar12400","rating":"2"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Order an Alienware desktop last week. Picked up at FedEx today. Removed from packaging, etc. and to my disappointment it would not post. Contacted tech support and they had me try the usual troubleshooting- reseating video card, trying one video card at a time, removing CMOS battery, disconnecting optical drive and hard drive, holding power button in for 25 seconds when first powered off, and other garbage. Support rep finally arrived at conclusion that it was a defective motherboard. Well I\u0027m in the process of selling my home and moving into a temporary place. They refused to ship to any address except previous. Also said I would need to arrange a time with their tech to replace the board. Inquired about returning equipment and they said it would be a 15% restocking fee even if it was defective. And shipping was not covered. I asked for a supervisor and was informed that he was the only one I could talk to about anything. Basically refused to transfer me to anyone of higher authority. I will give them an opportunity to try the motherboard replacement even though it is a great waste of my time. Will update as things progress.","link":"http:\/\/www.resellerratings.com\/store\/Alienware\/comment\/505721#comment505721","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Alienware.jpg","store_name":"Alienware","username":"duckler98","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I ordered the OPTX AW-2210 on September 30, 2009. The web page stated it would be 2-3 days for delivery. They debited my credit card on October 2, 2009. I called them for 4 days to get a delivery date and I was told each time it would ship within 48 hours. That never happened. I had to cancel the order on October 7th, 2009 and call my credit card company and inform them of the situation. At this writing the charge still remains on my credit card. ","link":"http:\/\/www.resellerratings.com\/store\/Alienware\/comment\/504573#comment504573","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Alienware.jpg","store_name":"Alienware","username":"Knarlyprophet","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"First off, I haven\u0027t even received my computer yet. I just need to display my anger with customer service and how things haven\u0027t worked out in any favor. <br><br>I won this lap-top via a contest. The actual order was placed August 24th, 2009, for an m15x. I called to confirm and was told the ship date would be Sept. 16th, 2009. <br><br>A week later, I noticed no movement on my order making the date Sept 3rd, 2009. At that point I sent an e-mail(before they insisted you call) and was responded to 3 days later saying everything was fine. Sept 15th, 2009. No movement on the order. I call in and find out it\u0027s on the check stage, and that within 24-48 hours it would ship. <br><br>3 Days later, I call, and processes have failed and the screen was damage, product has no ETA now when shipping out will occur. <br><br>I\u0027ve called everyday since then, and have had answers ranging from 24-48 hours shipping and no ETA. Customer service is the worst I\u0027ve seen as far actual help.<br><br>I\u0027ve won this computer for free, and was told it would ship almost a month ago. I was in the market for another computer after I get this lap-top, and Alien ware WOULD have been at the top. I\u0027m afraid with all this two-way talk, they would lose favorably. I\u0027m just saddened by what has transpired, and I don\u0027t even have the computer yet. <br><br>**Update**<br><br>I\u0027ve had the m15x for once month, upgraded to Windows 7, and has been running great. However the hinge is cracking ALREADY. Less than a month and the computer is breaking down. Stay away from Dell and Alienware.","link":"http:\/\/www.resellerratings.com\/store\/Alienware\/comment\/503272#comment503272","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Alienware.jpg","store_name":"Alienware","username":"n1chol3","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"DO NOT BUY AN ALIENWARE M15X LAPTOP.<br><br>Short version of a long review:<br> - Alienware computers were once known for their quality and performance; it appears that Dell bought the brand and kept them around in name only. The computers are overpriced, cheaply constructed and their service sucks.<br><br>There are a number of reasons for this review, and it is not knee-jerk or reactionary in any way; I had high hopes for the quality of any laptop I spend more than $1500 on and, frankly, I was sorely disappointed by the low quality of the laptop I recieved:<br><br>1. Cheap plastic construction; feels like you will break it.<br><br>2. Screen hinge is weak, sways whenever you do anything.<br><br>3. Touchpad doesn\u0027t work 50% of the time. Mine wasn\u0027t broken, but the pressure sensor is finicky and wont respond if your fingers aren\u0027t bone dry.<br><br>4. Touchpad volume controls would randomly increase\/decrease\/mute volume while using keyboard.<br><br>5. Keyboard did not respond fast enough to catch most double letters (I sent a number of emails talking about gogle searches and balon animals).<br><br>6. New, fancy, customizable lighting looks cheap and gimmicky<br><br>7. Oh yeah, and $200 shipping cost that is kept secret until the very last stage of computer purchase on their website.<br><br>In all, the computer would probably work well as a desktop replacement if you used a separate keyboard and mouse, but that is unacceptable for a laptop that is touted for its power as well as portability.<br><br>Alienware was a quality company until they were bought by Dell but has since fallen by the wayside. Dell appears to have bought the brand name to hook gamers of my generation who now have jobs and money. These computers are built with cost-cutting and not quality in mind. Their understaffed customer service dept makes it very difficult to get repairs\/refunds.<br><br>IF YOU FEEL YOU HAVE BEEN DUPED BY THIS COMPANY INTO SPENDING TOO MUCH ON A COMPUTER, CONTACT THIS PERSON:<br><br>Mike MacKenzie<br>michael_mackenzie@dell.com<br>Critical Issues Team Resolution Specialist<br>Alienware Corporation<br>305.251.9797 ext: 4802039<br>866.442.5436","link":"http:\/\/www.resellerratings.com\/store\/Alienware\/comment\/502891#comment502891","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Alienware.jpg","store_name":"Alienware","username":"gigamosh57","rating":"2"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"best purchase for laptops... you pay what u get... i bought a dell pc and alienware at the same time. while both had kinks here and there, ACTUALLY it was freakin windows vista crashed on laptop but alienware has the best customer service and its AMERICAN. the rep reset all my programs for me all i had to do was type my password now and then. Dell outsources all the customer service and i have had lots of problems with their systems...<br>Even though it was expensive, the information from friends who know more about computers than me, said this laptop will last at least 10 years.<br>the performance has been outstanding and its looks awesome.... my only disappointment is I should have paid the laptop off first before i bought my dell pc. Because i would have (I will in the near future) got the alienware pc...<br>go to their website alienware.com to purchase.... ","link":"http:\/\/www.resellerratings.com\/store\/Alienware\/comment\/501269#comment501269","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Alienware.jpg","store_name":"Alienware","username":"pfaktor1","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I ordered an Alienware Area-51 X58 wartime edition and I am very pleased with it\u0027s performance on gaming and everyday tasks. Even though it\u0027s a little noisy I really don\u0027t hear it during gameplay so I am not worried about it. Other then that buying from Alienware was a smart decision and i would do it again.","link":"http:\/\/www.resellerratings.com\/store\/Alienware\/comment\/500342#comment500342","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Alienware.jpg","store_name":"Alienware","username":"Rekta","rating":"5"}, "single");){kind=link}
"This has been the worst experience ever. I paid alot of money for this laptop, and when I called to get help and to order a replacement screen, they told me that they could not sell me a replacement but I could send in my laptop and pay almost 5 times the amount of the replacement part. I asked to speak to a manger and they REFUSED to let me speak to one. Before I finally got a hold of someone that could help me, I was transfered about 5 times and hung up on. I will never buy anything for them again, and I will not ever recommend them to anyone."