Thanks for this passage, one of my friends want to buy a notebook computer of Alienware. He asked me for advices, i think after i read this passage, i won't recommand him to buy this company's computer. I have already read other passages about Alienware, I think it is time that this company should consider their poor service
Alienware DOES NOT CARE
Please read before purchasing from Alienware
I am the owner /operator of a laptop repair facility in Rhode Island. One of our customers came to us with a problem with her laptop in which she had spilled milk into the keyboard. In diagnosing the extent of damage we have found it to be contained to the keyboard only. She expressed her desire to get it repaired as soon as possible. In which we contacted Alienware for the replacement keyboard.
The first call I spent twenty minutes on hold until I spoke with Technical Support. They informed me to contact customer service and gave me the price of the keyboard. I got approval from our customer and then called Alienware Customer Service and waited Twenty minutes on hold again. I was then quoted a higher price that was higher price than original estimate. I was then informed I cannot order the part without a customer number.
I then called the customer got their ?Customer Number? called Alienware Customers Service waited fifteen minutes on hold and then ordered the keyboard. A had past week and no keyboard was received, yet my credit card was charged on the date of ordering. I then called your accounting department at Alienware. I was put on hold for fifteen minutes; I was then told I was being transferred back to customer service department. I asked if there was a problem with the stock of the keyboard. The Alienware customer service representative said that they had plenty of that model keyboard in stock. I then asked why was my credit card charged and the keyboard was not shipped, and was told they would investigate why the order was not completed.
At this point I requested to speak with a supervisor or manager. The customer service representative informed me that , because I was not the original customer who purchased the laptop I could not speak with them and receive information about the laptop. Yet Alienware charged my credit card so that does not qualify me as a customer. I gave my email and telephone to the most unhelpful customer service representative to contact me with information about my order and my status as an Alienware customer.
I did not hear from anyone at Alienware in over six hours and decided to call customer service and ask about the status of my order. They still did know and I was told the person who knew about my status was in a meeting. I then requested if that person could call me back before the close of business day. They said yes they would have them contact me before 7:00 PM.
Needless to say no call was received, not even an email response. I then called back again the next day on my order only to be informed that the part was not available for another 1-3 weeks. I was told by the customer service representative that Alienware bills your credit card on ordering not when it?s shipped. Then the owner of the laptop informed me Alienware voided her warranty on the laptop because she did not want them to replace the keyboard because they were charging her a labor cost $70 per hour for two hours to replace the keyboard plus the price of the part and return shipping cost.
At this point the customer is totally dissatisfied at which I explained that this is the result of buying a no name laptop in which only one company controls parts. With a support service that does not return phone calls or email. On Online Web forums nothing but negative comments were posted about Alienware products and customer service.
This Company is set up to discourage the consumer to and make them purchase a new product instead of fixing an easily repairable problem. And If you don?t believe it check out the web.
I have been in the computer service industry for over 30 years and it is my personnel opinion that Alienware support is the worst I have encountered. We are always looking out for our customers and their best interest in giving them quality service and support. It is a pity that Alienware does not do the same.
Gary Di Casparro
Tec Direct, Inc.