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General discussion

Alienware terrible customer support

Mar 24, 2005 10:39AM PST

Alienware is a horror story. Sent in a $3,700 laptop, purchased 6/15/04, for some minor repairs and was charged $202. Another call from them cost me another $171 a few weeks later. They have the worst telephone support I have ever seen. Now the laptop is missing and they will not help me at all. 10 phone calls that connect with useless support people. The laptop is gone and they have no tracking number. They sound very bored with me when I talk with them. They really don't care. I rate Alienware customer support a minus 1 on a scale of zero to ten.

Discussion is locked

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Did the laptop...
Mar 24, 2005 4:26PM PST

disappear during shipping or what? If the shipping company lost it, you'll have to go after them. If the AW guys lost it, you should just get a lawyer...their "customer relations" are terrible and they aren't going to help you otherwise. Also, if AW admits to having received your laptop, they will have to "prove" they sent it back to you. No record and/or tracking number is their problem...not yours.

If you do decide to sue, make sure to ask for extra money to cover your time and trouble. And prepare properly by documenting everything from now on...record telephone calls...take written notes on dates, times, etc...and get everyone's name! The more documentation you have, the stronger your case will be. Wink

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worked for Hickmanj
Mar 26, 2005 9:08AM PST

companing about Alienware here worked for Hickmanj, mabie you will get lucky too. Make a bunch of noise. Keep posting and eventually they will probably listen.

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they are horrible
Mar 26, 2005 11:29AM PST

Have to agree with ya. I ordered 1 early December last year. Told them I need one in hurry. They said they could do that if I purchase the more expensive model so I could get it by Jan.7. Spent about $2900 on the system. Didn't hear anything from them until Jan10. Every time I called to complain, they said they'll check on it and would reply me by e-mail. All the replies I received mentioned about how Alienware is a piece of art and not a regular notebook so it will take longer for them to test and stuffs. I told them that that's a really lame excuse. They had basically tricked me on nuying more expensive system and yet didn't keep their words. I made 3 or 4 complaints before receiving the laptop at last which was about 2 weeks late.

I honestly more satisfied with my Compaq laptop service. I don't even need to call them to get things done properly.

I was so pissed off until I refused to use the dam notebook and give it to my in law. Every time I see that thing brings back bad memories lol.