“I am active duty military. Aprox 4 years ago I was deployed overseas. I contacted AT&T about how to suspend my service while deployed. I was told to fax a letter from my command verifying my deployment (it included contact information to verify my deployment) and they would suspend my account while deployed. I deployed for several months and upon returning I attempted to reactivate my account. I was then informed that my account had not been suspended, I was behind 541$ and my account had been turned over to a collection agency. I was unable to make any headway with AT&T over the phone so I went to a local AT&T store for help.
I went to a store in San Clemente, California and the personnel in the store were very helpful. It took several hours over 2 days and included the manager of the store getting so upset with the AT&T folks over the phone he actually cursed and screamed at them. I was given a new account (as the AT&T reps on the phone said my account could not be reactivated until I had settled that account). I was also to told to refax a copy of the letter to AT&T. I refaxed the letter.
Aprox 1 year later I pulled my credit report. I found that I had a negative entry on it from AT&T. I again went to a store front and spent 2-3 hours with a store rep helping me talk to the AT&T folks. Once again the actual store front personnel were very helpful. Once again I got the same talk from the AT&T reps over the phone. I was told it would be cleared by November 2007.
I did not check to see if situation was resolved as I was deployed, yet again, to a war zone. 2 years later and a couple more war zone deployments I transfered to the east coast. About 2 weeks ago I got a call from a bill collector about owing this money. 2 days ago I went to a AT&T store in Virginia Beach where the store personnel were once again helpful. I was placed on the phone with an AT&T rep who I explained my situation to. After a lengthy delay I was told that they could not discuss my account with me. The AT&T rep agreed that it was AT&Ts mistake and that they were in the wrong. But they would not discuss the problem with me and that the company would do nothing to assist me.
Long story short. AT&T took civil action against me (violation of the Soldier's and Sailors relief act), are exhibiting poor business ethics and are generally acting wrong. I would like to have this removed from my credit report and get an apology from AT&T for this poor behavior.”
“Initially I purchased a Area-51 5550 on 14Apr05. The computer was delivered on time and initially was awesome. After about 2-3 weeks the computer started locking up when I would use media player. Initially I thought that it was some software that I may have installed and so I uninstalled everything, when that didn't work I used the ghost image supplied, when that didn't work I completly reinstalled the operating system. After that didn't work (infact the problems kept getting worse and worse) it occured to me that I may have a virus/worm. I ran several antivirus/spyware programs that had no effect. I then called the tech support folks. They were extremly helpful/patient and even put up with me when I was getting aggrivagted. After numerous hours on the phone with tech suppport and ripping parts out of and putting them back in my computer (per the tech support guys) I realized that I shouldn't be dealing with these problems. I spent 3800$ on a computer and it should work. So I elected to return my computer and get my money back. It was there that the trouble started....
I returned the computer to Alienware in 2 seperate boxes via USPS signature confirmation and it was recieved on 16Jun05 and 22Jun05 respectively. I just recieved a partial refund (the company is still saying they are going to keep the 15% restocking fee) on 22Jul05. In the aprox 1 month period that the company had all of my $ and their product returned the attempted delaying tactics and deceptive practices they pulled were: 1. Not returning my money in the time frame THEY promised. 2. Hung up on by the customer support staff on 05Jul05. Also told by the customer support folks that I could not talk to a supervisor as I was no longer a customer. 3. Told by a supervisor who did not give me his name that the RMA code was not marked on the outside of the box yet it was in the address, the signature cofirmation paper attached by the post office, and on a letter securely attached by me that was promptly ignored. 4. I was placed on terminal hold several times/told that supervisors was not available.
It wasn't until I reported them to the Postal Inspectors, the FBI (internet fraud complaint center www.ifccfbi.gov), better business bureau, the florida attorney generals office and the federal trade commision that I got a positive response after telling the company I wanted my money back.
Now the company is attempting to keep 15% (aprox 500.00$) as a "restocking fee". Even though they sent me a product that didn't work and didn't enter into contract with me in good faith. I am still atempting to get my restocking fee back.
The sad part of all this is that I was ready to be a sitisfied customer. The company is what drove me to this. I would not recommend anyone deal with this company. And I would strongly suggest consumer review groups do a much better job of reporting the cons as well as the pros of this company and thier business practices.
a former customer of alienware
UPDATE: I was contacted on 06DEC05 by the resellerratings division via email informing me that I would be refunded half of my 15% restocking fee. These particular people from Alienware were very helpful, I wished I had dealt with them before any of this was neccessary. Very pleasant and quick to act on thier promises. Maybe more people at Alienware should take some cues from the personnel at the resellerratings department. However, I am still dissatisfied as the company is keeping MY money after they sent me a product that didn't work as advertised. Basically I donated money to this company (as I was silly and paid cash up front) and got NOTHING in return. To me this just seems wrong. ”