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Alienware update
Old 05-04-2006, 04:10 PM   #1 (permalink)
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In a previous post I detailed the problems that I had with my brand new Alienware computer. Ok, I didn't need the liquid cooled dual core processor, but I got it. Keep in mind that it came to me configured wrong, and that the Tech Support crashed it. The recovery disk that came with it was the wrong one. They said they would ship me the right one, 2nd day FedEx. A week later, no disk. Then I call and they say, "oh, we mailed it and it takes two weeks to get to you." When it finally arrives, it won't go on. The computer that has never worked will not accept a new operating system. So, they want it back for repair. I ship it back. I call to talk to the repair tech. No, but we will put in the notes that you want it configured right and tested. Ok , I get it back, with no notice that it shipped. It still isn't configured for the RAID1. I call tech support and they try to walk me through it again. Crash. No operating system. Now they want it back, for the 2nd time.

I ship it back, call customer service and say, look, it came to me wrong, it hasn't been fixed, I am losing money on this, just refund the purchase price of the computer, and I'll shop somewhere else. They tell me that the refund cannot be processed because the computer is more than 30 days old.

I have spent 20 hours on the phone with these idiots, they broke it, they can't fix it and they want me to pay. No. I am talking to a young male customer service agent who refuses to connect me with his supervisor, saying, "I am the final say on refunds, and I say no."

I issued a dispute with the credit card company, wrote to the corporate offices, and have a call in to our local TV consumer advocate. I cannot believe the gall of them, it's over 30 days old.

Okay, I feel a little better.
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Re: Alienware update
Old 05-04-2006, 04:46 PM   #2 (permalink)
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Just damn. That sux man!
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Re: Alienware update
Old 05-04-2006, 04:49 PM   #3 (permalink)
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Hi Tom,...Which tv station did you contact?....I'd like to catch their say on the matter when they air it.

What a shame nowdays, to have to resort to tv to get customer satisfaction on half the products out there!

I went a little insane, (for me,...very frugul), a cpl weeks ago and bought online, a dell super duper laptop, ($2400.00 w/shipping),...I'm just now getting control of it,...for awhile I thought maybe it was Bill's computer. Why can't they make them just turn on and do what you want it to?

At my age I think this one will be the last one,....they really just aren't worth the trouble.
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Re: Alienware update
Old 05-04-2006, 05:53 PM   #4 (permalink)
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Wow I've always heard good things from that company. I've never had such problems, I build up all my PC's myself.

Sorry man, that really sucks.
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Re: Alienware update
Old 05-04-2006, 07:54 PM   #5 (permalink)
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Just about every state has a Consumer Protection Agency. Make sure you file a complaint with them. Hope your luck gets better.

Cheers,
LSC
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Re: Alienware update
Old 05-05-2006, 11:24 AM   #6 (permalink)
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Quote:
Originally Posted by RonC
Why can't they make them just turn on and do what you want it to?
They do. They're called Apple.

;-)
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Re: Alienware update
Old 05-05-2006, 12:26 PM   #7 (permalink)
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Ron, I called KGO, 7 On Your Side. I got an automated email response that said they are 1500 emails behind, but to be patient, they will get to it. I also sent a registered letter to the corporate office about the whole thing. Hopefully, the Customer Service Manager is not a 19 year old kid! On another note, we should get together, you, Steve and I. Lunch or something. Tom
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Re: Alienware update
Old 05-05-2006, 12:28 PM   #8 (permalink)
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I went with all the recommendations for a high end system. I am surprised at what has occurred. I think some of their reputation has been inflated.
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Re: Alienware update
Old 05-05-2006, 12:34 PM   #9 (permalink)
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Quote:
Originally Posted by RonC
Why can't they make them just turn on and do what you want it to?
Another Apple fan here, but I admit, you give up a little in the "current state of performance" area. I'm not a tinkerer nor do I care to be, so all the open architecture gee whiz stuff folks talk about being able to do just doesn't really register to me. I need very few things in a computer, decent displays, Photoshop, MS Office, a couple utilities to manage web sites and web browsers. So the perceived sacrifices of Apple vs PC are acceptable to keep the little hair I have left.
Gunslinger - Sorry to hear of the problems, hope they can make it right by you.
Cheers
Scott
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Re: Alienware update
Old 05-05-2006, 12:38 PM   #10 (permalink)
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Thanks.
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