jjambro
04-02-2003, 09:59 AM
I replied to a post in another forum regarding Alienware computers and their signature "look". Having had more contact with the company than anyone should have, I wrote the following. Another member told me I should post this here since it's more of a Customer "satisfaction" issue, so here goes...
The systems are technically attractive and appealing to the eye, but buyer beware. They easily have the worst customer support in the universe.
It took almost two months to get the machines I ordered, they arrived missing adaptors, with some software not installed and some hardware improperly installed .
I have had to request replacement parts twice, (since October), they average at least a month and 3 irate phone calls before they send parts. You pay for "24-7 Onsite Service" and then find out the "onsite " part is at their whim - they send you the part eventually, and expect you to replace it yourself. Their website is full of rants by unhappy customers, but you can't see that until you buy a computer and get a "user id" to access their forums-then it's too late.
After significant aggravation, I filed a complaint with the Dade County Better Business Bureau (they're based in Miami). They eventually contacted me in order to address the complaint. Long story short, I agreed to some concessions. The kicker was that it took them almost a month ( and a couple emails) to comply with those.
Great specs? - definitely
Awesome looks? - without a doubt
Customer service? - Nonexistant
Would I ever buy another? - Never
The systems are technically attractive and appealing to the eye, but buyer beware. They easily have the worst customer support in the universe.
It took almost two months to get the machines I ordered, they arrived missing adaptors, with some software not installed and some hardware improperly installed .
I have had to request replacement parts twice, (since October), they average at least a month and 3 irate phone calls before they send parts. You pay for "24-7 Onsite Service" and then find out the "onsite " part is at their whim - they send you the part eventually, and expect you to replace it yourself. Their website is full of rants by unhappy customers, but you can't see that until you buy a computer and get a "user id" to access their forums-then it's too late.
After significant aggravation, I filed a complaint with the Dade County Better Business Bureau (they're based in Miami). They eventually contacted me in order to address the complaint. Long story short, I agreed to some concessions. The kicker was that it took them almost a month ( and a couple emails) to comply with those.
Great specs? - definitely
Awesome looks? - without a doubt
Customer service? - Nonexistant
Would I ever buy another? - Never