Alienware Corp., Miami, Florida

Alienware Corp., Miami, Florida

November 29, 2006

Dear Complaints.com, I have to share my horrific experience that I have had with the Alienware Corporation. My son, who is in the Navy, bought a computer from on June 5, 2006. He was told that it would ship within two weeks; he received it on July 15th. (The time line is an important factor here since my son was only going to be at his current location until July 30th). When the computer arrived it was not working right. After numerous attempts to fix it over the phone with tech support, he gave up and told them he just wanted to send it back and that he wanted his money back. This is when he finds out that the company would charge him a 15 % restocking fee even though they sent out a defective computer. So, we had no other choice but to send the computer back to them for repairs, but first they would send us out a disk that tech support thought might fix the computer. When the disk arrived, it was the wrong one and useless. So, on August 3rd, after a guarantee from them that they would fix the computer and have it back to us in 20 days, we sent the computer back. (At this point my son was getting ready to be deployed to Bah Rain, so again he needed to get the computer before he left the country and we were guaranteed that he would have it.) Needless to say the company failed us. So, back on the phone to customer service to give them the new address that they would have to send the computer to, now we are told that once they fix the computer that it will take at least 8 weeks to ship it to him! Dealing with the lies from the people at this company has put me over the edge which has made for some pretty heated conversations and some very ugly words on my part. None of which I am proud of, but I have never had to deal with such an incompetent company before. And it gets worse…about the middle of September I call the company to find out when the computer will be fixed, at this point they tell me that the computer in going thru diagnostics and they will get back to me. As usual they don’t, so I call them about a week later and I am told that nothing has been done on the computer because no one was told what was wrong with it. I am furious because they have lied to me again…no one was looking at the computer AND they can’t seem to look up the account to see the notes on what was wrong with it. At any rate I tell them what is wrong with it and ask that they call me when it is fixed. NO CALL. I call them AGAIN about two weeks later and find out the computer is still not fixed and that they were waiting for parts. Oh, by the way, they admitted that the computer was sent out broken, but guaranteed me that it would be fixed and sent out right this time. We have no confidence in this company. They have sent a BRAND NEW item to us that didn’t work; their tech support sent us the wrong disk to help fix the computer; everything that they have had us do to this thing has not worked; and they are horrible at contacting us back. I don’t feel that we have gotten a lemon; it is just that the company is incapable of producing a quality product. I feel that we are stuck with something that will have constant problems. This still isn’t thru…on October 19th the computer is delivered not to my son in Bah Rain, but HERE. So, back on the phone to Customer service to let them know that they screwed up and to have them send me, via email a FedEx return label, which they do. The computer gets back to them a week later (Oct. 26) and I get a phone call from them wanting to know what address to send it to, which I give to them AGAIN. Now here it is November 28th and I call to find out the tracking number of the package so that I could track it and let my son know when to expect it. And what am I told by customer service…not only have they not sent the computer, BUT they don’t have it or any record of it. Now I am panicking, because I don’t even have the original tracking number from when I sent it back to them because I tossed it when they called me to say that they had it and needed the address to send it out. I’m thinking we have just been had and we are out $5600. Needless to say, I was all over the phone. I called FedEx…they couldn’t help. I called customer service at Alienware and tried to find someone competent enough to help, no luck. I called the management department and was told by Bernie that he would look into the matter and get back to me. So, this morning after no call from anyone at Alienware, I got back on the phone. I tried to get a hold of Bernie, but he was unavailable, but I was told that he had noted in my account that they had found the computer and that they would send it out. I asked them to email me with a confirmation that they have the computer and an explanation as to why it hasn’t been sent and a tracking number for the package, but I’m not holding my breath. I will be on the phone everyday until they do! All my son wanted was a computer that was working right…and this has turned into a huge nightmare. There is no guarantee that in two or three months, or whenever he gets this computer back it will be working right or that it will continue to work right. We are afraid that this is going to be a constant problem. I can’t believe that this company is allowed to continue to work like this. I would NOT recommend them to anyone and I hope I can spare someone else the heartache and hassle by posting this complaint. Sincerely, Monica