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2004-09-21
1/5
"I bought an Alienware mobile system. First major problem with it is that it simply is incompatible with PCMCIA wireless cards (if not all PCMCIA devices) but that's not my major problem. My big problem is the support I've received. I was having random lock ups which they now believe to be due to a bad video card. I used the tech forums and tech chat and was advised on the forums to call tech support to send the system in for possible motherboard or overheating issues. I've have contacted their support 6+ times now and every time they refuse to let me return the system and insist on me doing their troubleshooting for them. As a direct result of some of the troubleshooting I was asked to do, I scratched my LCD on this past Saturday. I had guests visiting from out of town from Saturday night through Sunday night and called on Monday to report the issue. Originally they said that because the damage did not happen while I was on the phone with a tech the labor, but not the part (very expensive part being an LCD) would be covered under warranty. When I explained that it resulted from actions I was directed to take by a tech it should be covered they then said that the 2 days I waited to call (waiting until after my guests had left) was too long and they could not assume the damage was caused due to troubleshooting and was not caused due to misuse and that it could not be covered under warranty. At this point, they are sending me a new video card to install. I have already spent 15+ hours doing troubleshooting that should be done by them (reseating memory, testing both RAM sticks in both memory slots individually, reseating the hard drive, reformatting the drive and reinstalling the OS and reseating the current video card) and it looks like I still have more of my own time to waste doing there job when the new card arrives - hopefully resolving the issue. If it does not, perhaps they will finally ALLOW me to send the system in for repair. Considering what these systems cost I have to say that this PC has been a big disappointment and has also wasted much of my time.
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Update - I was told I would receive the replacement video card today, Thursday, and, according to the customer service rep, it just shipped today and should arrive Wednesday. When the order for the part was entered I was offered on site support but declined it because they said the part should come Thursday the 23rd but on site would be available on Monday at the earliest. I was also told that I would automatically receive tracking when the part shipped and was advised by the CS rep that this is also misinformation. This just keeps getting worse. However, the CS rep on the phone with me now seems both much more polite than any of the techs I've dealt with and more receptive to my issues with scratching the screen while doing the troubleshooting I was directed to do.
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Update 2 - 9-29-2004
Within 30 minutes of submitting a lengthy e-mail to ****@**** (9-23) I received a call from James at Alienware. He said he had been following my case closely and asked me exactly how I had scratched my LCD to see if he could reproduce the event. Shortly thereafter he advised me I could send the laptop back for LCD replacement! I did have to wait for the video card to arrive first though - not a problem. He gave me his e-mail address as well as enough e-mail addresses of associates of his who were reliable and familiar with my case that one of them would be there at any time I needed to follow up. On Monday, 9-27, the new video card arrived and I called in to support (wanted to be sure I had a tech on the phone while installing the card - just in case :) ). The answering agent started to assist but, after reading through the notes, transferred me to Joe (Jose), James' assistant who was very friendly, courteous and professional during my conversation with him while installing the new card. After the HW install was complete, my laptop actually booted all the way to login - furthest it had made it in a couple weeks. However, before it even finished loading the startup services I lost video, followed by a blue screen and reboot (not a BSOD, but a full blue screen). As promised, I was not asked to do any further troubleshooting at that point and proceeded to get the info to send in the laptop. Yesterday (9-28) I FedEx'ed the original video card as well as my laptop, in separate packages, in to Alienware. I am looking forward to finally getting a working system back in my hands. I appreciate the 180 turnaround in service that I experienced with James and Jose compared to my prior contacts."
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2002-11-08
5/5
"One of my favorite sites to order games from. Pretty much any PC game I purchase other than at a retail location is from dragon. Great prices if you don't mind that the cheap shipping is slow (but not quite as slow as they indicate on site). My only advice on this site is to NEVER pre-order from them as the pre-order prices are usually NOT as good as retail prices on the day the game is out and you'll be waiting the 1-2 weeks for the game. For instance, Black and White: Creature Isle cost me $16 USD extra and I had to wait an extra week. For the games that have been out for 1-6 months the prices are great."
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2002-11-08
5/5
"PreOrdered GTAIII: Vice City for PS2 for only $40. Didn't have to go to the crowded store and got a new game delivered w/ free shipping for less than the usual price of a new game ($50). I've ordered a few games for the PS2 from them and a joypad for the PC and all experiences have been good. One of the PS2 game cases arrived with the one of the inside manual tabs broken but for free shipping I'm still satisfied."
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2002-11-08
4/5
"Overcharged but supposedly will be corrected. Their site was not inluding ANY instant rebates in the prices although it stated it was so I was overbilled $19 + tax on my order."
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