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Alienware hates Canadians

S

straud13

n00b
Joined
Sep 7, 2006
Messages
7
The night my computer died. I was playing Titan’s quest, the screen flickered, there was a popping sound, then a horrible burning smell. I wept. Although inconvenient, it was not entirely unexpected; the machine was old, had been upgraded twice and I knew the next upgrade would mean an entirely new system, so rather than getting it fixed I started thinking about my new super system. It had to be fast, and be designed with games in mind, I could look around and see which local retailers are the gaming gurus, but that takes time and I wanted one now. Gaming magazines were filled with ads from Alienware so I decided to take a look.

Their website was great and the customization process was easy, their moto “Build it like it was your own machine” had me hooked. It took 2 days to actually order the machine, I had to scan and send copies of my Credit Card and Drivers License as photo copies were not good enough. They were slow at responding, but that was a good sign right? So many people were ordering uber Alienware machines that they were overwhelmed with work.

Once ordered, I had it shipped to my house which was a mistake since I'm at work during the day. I tried to pick it up from the depot, but they needed Alienware’s permission for me to do that, which took them another two days to respond to FedEx.

Mildly annoyed I finally pick my new Alienware 5500, YAY, let the good times roll... except it doesn’t work. Apparently during their 200 point quality inspection process they failed to notice that the video card doesn’t work. I called tech support which is conveniently open 24 hours per day and I get a very scripted support experience. I felt like the technician was reading a step by step article on how to troubleshoot a computer problem. Three hours of wasted time later, he tells me the video card is broken and needs to be replaced. To get a new one though, I will have to pay for the shipping of the new video card; a piece that I already bought and had shipped but it didn't work.

I was not very happy about this and called everyone that would listen at Alienware to complain. Even up to the manager level all I got were scripted responses; fake empathy but ultimately sticking to the policy of me paying for the shipping.

I agree to have the part shipped to me at my expense, but ask the question “What if it wasn't the video card and it was actually the motherboard that is broken?” If that’s the case I will also have to pay for that piece to be shipped to me, and the real kicker I also have to pay the shipping to send the broken pieces back to Alienware or I will be charged for the replacement part.

I pray it is just the video card and ask for it to be shipped. Twelve days later and no video card has arrived. I call them again and to ask where my card is, they tell me it hasn't been shipped and they do not know why.

I’m feeling a bit ill by this point, embarrassed that in my childlike excitement I charged in and made a big purchase without doing my due diligence and researched the company first. I decide to abort this relationship with the strange people at Alienware who can only answer a question if it’s first written down in their scripts. I cancel the video card shipment and request to return the machine. No problem here, I just have to pay for the shipping to get the machine back to Alienware and they will charge me a 15% restocking fee, not just on the parts of the machine either the restocking fee applies to the warranty and all other Alienware quality services I purchased. How do you restock a warranty I wonder.

I am very upset now and want to speak to anyone above the manager level. Again all I get are scripted responses with promises that someone will call me back, but no one ever did.

Today I spent an hour at Purolator filling out paperwork to send this thing back to the states. Try and guess how easy it is to send a computer into the states these days. Also at 84lbs the shipping was expensive, add the 15% restocking fee and I really got screwed; my wife is never going to let me buy anything again.

So roughly $400 in shipping and restocking fees later and I do not have the super gaming machine I was hoping for, but I do get to tell you this story. I hope you can now buy somewhere else and be happier for it.
 
Straud13,

I'm so sorry that your Alienware experience was so crummy. :mad: :(

I'm increasingly happy that I cancelled my Area-51 order with them and went with Velocity Micro. Stories like that are just bad news and I'm sorry to hear of any customer getting treated that way.

You may want to consider, if you haven't already, making a post at ResellerRatings.com regarding your experience. I was pretty diplomatic with my description of my recent ordering experience with them and I received an e-mail from an Alienware rep within 24 hours of posting my opinion there. Maybe you can get some attention from someone who might be able to handle the whole "you pay for shipping" and restocking fee issue more fairly? Worst case scenario, even if no one from Alienware gives your case additional attention, you'll have reached a wider audience, Canadian and otherwise, regarding your "caveat emptor" experience.

Again, really sorry to hear about your bad luck and I hope your next buying experience leaves you with the uber-gaming system you were hoping for.

-Ben
 
I'm so sorry to hear this story, but...

I was ROFL at the first paragraph. Aside from the game being played, that was almost exactly how my current PC ordering process arrived. My trusty old system I was formerly on was years old (I'm emberassed to say just how old, or list specs) but at the point that it fried itself, I knew its time had come. Still, it was like losing a loved pet that you'd never imagine replacing, even if it died. It'd carried on through upgrades, formats, game after game, and never gave me a problem. My experience was almost identical to yours - a flicker here, a pop there, and that godawful burning smell.

So here I am, 3 months later, with the cash to burn and having weathered a bad Alienware experience that (thankfully) never got off the assembly line. After reading review after review, and researching each individual part, I'm nearly set to order a new system from Velocity Micro, thanks partly to guidance from some of the folks at these very forums.

Really, that does suck what happened to you. I'm only very grateful that after having read further into depth after my hasty Alienware order (VERY similar to yours), that I was able to cancel that order before it was too late. At this point I'm all but too positive after having done my homework that the PC I'm set to order will do nothing but put a smile on my face. Hopefully now you'll take the time to do some digging before making your next choice, and that your wife will even let you make it :D Best of luck to you in getting over that, though. I can't imagine...
 
That is really awful man, you should write that at resellerratings.com and where ever else to get you heard.
 
After initially turning us down for our System Evaluation program, we have (just today) come to an agreement with AW to receive refunds for the systems we evaluate.

In our discussions with them, we encouraged them to take an active role in participating in discussions on our forums. We'll see what happens.

Regardless, I'm sorry to hear about your problems, straud.
 
I bet the Dell merger is what cause the tech support to feel scripted...
 
"My computer does not turn on."

"Is it plugged in?" -lol
 
Stu55 said:
"My computer does not turn on."

"Is it plugged in?" -lol
Click to expand...

You'd be surprised how many times that fixes the problem. I gave the benefit of the doubt once when I was troubleshooting a network problem over the phone, and I wasted 30 mins because the customer actually unplugged her ethernet cable before calling.

but back OT. I'm really sorry for your troubles man. Ill remember this thread the next time someone asks me about Alienware.
 
DNA Doc said:
After initially turning us down for our System Evaluation program, we have (just today) come to an agreement with AW to receive refunds for the systems we evaluate.

In our discussions with them, we encouraged them to take an active role in participating in discussions on our forums. We'll see what happens.

Regardless, I'm sorry to hear about your problems, straud.
Click to expand...

While it's (very) disappointing that they initially turned down your guys' System Evaluation program, I'm glad to see them come to their senses. I also hope that they take your advice and take a more active role in the forums here. In spite of my last experience with Alienware, I think they're a good company. I really do think that, initially, their systems stood for quality in spite of the arguments some folks have and always have had about their cost to value ratio. Their systems were gamer systems meant to push the edge. They seemed in tune with the gamer population and, to a lesser extent, the modding population and in tune with what their target buyers wanted. Since around 2002 or so though, in my opinion, they took a wrong turn somewhere and they've lost touch with their customers. Maybe they can get that back if they keep their ear to the ground and actually start listening again. Even a few days browsing through these forums to see what people are buying, what they're looking for, what they're not looking for, what they're doing with their own systems and what they're excited about would do them worlds of good.

-Ben
 
Thats bullshit. I have gone through some pretty tough shit trying to get stuff shipped into Canada but thats just rediculous. Don't give up and keep fighting them.
 
Did you pay via credit card? Can you dispute it through them? It sounds like Alienware is really screwing you over.
 
I can't stand when companies get so large that they don't care about the individual customer for their thinkig is that they'll make up it with additional sales if they lose that particular customer. That is a very terrible way in doing business and very often that is the way many companies get into financial troubles by getting a bad reputation.
 
i had a similar experience with a different company, sort of. i was charged for an acryllic case that was not properly cut. i had to pay for shipping (to and from home) and was initially charge a restocking fee. i called them several times to no avail. i got angry enough to post it on reseller ratings. within a day, i was contacted and he told me the restocking fee would be waved (but the shipping was not). at the end of our conversation, he told me i should change my post in reseller ratings. i said i would, but once my refund went through. this was over a 2 month time period.

needless to say, since shipping was not covered by this company and their return policy is terrible on defective merchandise, *cough zip zoom fly* they will never receive business from me ever again.

1 strike and they are done ;)
 
Dark Prodigy said:
Very crappy experience dewd that I wouldn't wish on anyone.....

Might I suggest the best in the biz..... Voodoo ;)
Click to expand...


Yeah, that might be your best Canadian bet. I know they charge the hell out of us to ship things to the USA. Hope that makes you feel better. :)
 
I don't think the scripts and customer service has anything to do with the dell merger. I had a somewhat simliar experience with AW and that was back in 04, way before the merger. 9 months later and 6 reformat of the harddrive and reinistalling of the OS later, I decided to sell the system on ebay. Best thing I ever did, of course I took a huge hit selling it at such a discount, but oh well, 9 months too late.
 
An update:

So my system has been canceled for almost a month now; canceled on August 25. Its been shipped back and received by alienware. The customer service rep told me that it would take 7-10 business days to have my money refunded. Today I still haven't received the refund, but I did get the replacement part for the system I sent back already, and just for added hilarity they charged my credit card for the replacement part.

I feel like im in a Mastercard commercial:

New Alienware System $2100
Shipping to return the defective Alienware system $103.69
restocking fee for returned Alienware system $315
Charge for replacement part you didn't order $267

Spending $2785.69 and not getting a gaming machine... PRICELESS
 
Man that is so rediculous, they say for every bad experience with a company that person tells 8 people and each of those people tell 8 people and so on, same for a good experience as well though, so its up to the companies. Support is a very big part for the customer and they need to figure that out.
 
Seriously pick up the phone and dispute the charge with your credit card company. Sounds like you've got enough cause to have the charges reversed. So your only out the shipping at that point.
 
@#%^!!! and now they want me to pay the shipping to send back the replacement part I didn't order, so they can reverse the charges. Am I going to have to get a lawyer to return a damn computer? I'm calling my credit card company now, will update later.
 
J-Mag said:
I bet the Dell merger is what cause the tech support to feel scripted...
Click to expand...
Yup, I bet a couple years ago this story would be totally different. Even though the last pre-built I bought was back in 97 and I can't see myself ever not building my own rig...I was always envious of how Alienware seemed to have the latest hot technology even before I could order the parts retail.
 
Alienware do not charge you when sending out parts, all they do is stick a debit notice on your account and if you do not return the faulty part within 5 days of receiving the new part then they take the money off your account, as I have had a few things replaced from AW, and not once have they taken money off my credit card first.

Also, I have not once paid for shipping for anything I have had from AW, video cards, physics cards, pc's etc etc, not once have they charged me for shipping...

It is maybe the fact that you reside outside the states that is causing all this problems, but with AW uk, I can vouch that they run a tight ship over there...
 
DNA Doc said:
After initially turning us down for our System Evaluation program, we have (just today) come to an agreement with AW to receive refunds for the systems we evaluate.

In our discussions with them, we encouraged them to take an active role in participating in discussions on our forums. We'll see what happens.

Regardless, I'm sorry to hear about your problems, straud.
Click to expand...
You'll be lucky to move there asses from notebookforums where they seem to reside in abundance, even tho that part of the forums has went to shit they still hang out there and its a notebook forum with hardly any scope for desktop discussions, that forum and its mods are all messed up...

There is also a new forum for AW owners that has many AW reps on it, www.alienwareniche.com if anyone is needing to talk to a rep and maybe get some info that you wouldnt normally get otherwise, I would suggest visiting there. I know it hasnt got anything todo with this forum, but alienwareniche has got a few good reps who are always willing to help you out in anyway possible.
 
EVIL-SCOTSMAN said:
Alienware do not charge you when sending out parts, all they do is stick a debit notice on your account and if you do not return the faulty part within 5 days of receiving the new part then they take the money off your account, as I have had a few things replaced from AW, and not once have they taken money off my credit card first.

Also, I have not once paid for shipping for anything I have had from AW, video cards, physics cards, pc's etc etc, not once have they charged me for shipping...
Click to expand...

You live in the US or Canadia? Maybe they just charge for out of country orders? To the OP. I would fight them to the end on the system being DOA and wanting to charge you a restocking fee. With them charging and shipping for a part you didn't order dispute the entire mess with your credit card company.
 
Alienware do not charge you when sending out parts, all they do is stick a debit notice on your account and if you do not return the faulty part within 5 days of receiving the new part then they take the money off your account, as I have had a few things replaced from AW, and not once have they taken money off my credit card first.

Also, I have not once paid for shipping for anything I have had from AW, video cards, physics cards, pc's etc etc, not once have they charged me for shipping...
Click to expand...

do you live in Canada? shipping is only free if you live in the states, also I already sent the faulty part back (the whole system)
 
I live in scotland, so i surely dont live in the states.
 
Ahh i see, no they didn't charge me to send it to me, but i have to pay the shipping company to get it back to them.
 
This isn't a threadcrap, but honestly, OP there's only one thing you can do right now.

Credit Card Charge Back.


I know stuff like this sucks, I'm a Canadian citizen too, and have my share of "over the boarder" problems too. Just THREATENING to talk to your credit card company makes customer service managers quiver.

Do it, it's pretty much your last option. No one likes AW anyways.
 
straud13 said:
Ahh i see, no they didn't charge me to send it to me, but i have to pay the shipping company to get it back to them.
Click to expand...
I have heard of others who have had problems with AW who also live in canada, there was this one dude, who got a refund of book tokens or something if i recall, as the dude had paid for something other than the pc, and they couldnt refund him for some strange reason so they sent him tokens instead.

now i come to think about it, I think it was something to do with shipping, I am not entirely clear, but there was a thread about it at notebookforums.

I will say I have had probs with my pc, but they are all fixed, and I am now in contact with a really really cool rep at AW uk, so I cannot fault them in anyway now, but the token story I heard kinda made me think wtf kinda company was this.

Dont quote me on book tokens, but it was tokens of some sort, maybe not for books tho.
 
Arcygenical said:
No one likes AW anyways.
Click to expand...
Speak for yourself. the only people I know who dont like AW, are the stuck up kind or the people who are jealous and cant afford one or option number 3 which is the most common, they once heard someone else say AW sucks thus they jumped onto the bandwagon too and dont know exactly why they think that AW sucks.

The majority of ppl who have something against AW, have never seen one, never touched one, and most likely dont even know wtf they look like.

^ The Truth

Problems happen with every PC manufacturer, AW is no better or worse than any other pc company for problems, and as far as boutique's go, they are infact cheaper for the same spec'd pc than a fair few other boutique pc makers.
 
EVIL-SCOTSMAN said:
Speak for yourself. the only people I know who dont like AW, are the stuck up kind or the people who are jealous and cant afford one or option number 3 which is the most common, they once heard someone else say AW sucks thus they jumped onto the bandwagon too and dont know exactly why they think that AW sucks.

The majority of ppl who have something against AW, have never seen one, never touched one, and most likely dont even know wtf they look like.

^ The Truth

Problems happen with every PC manufacturer, AW is no better or worse than any other pc company for problems, and as far as boutique's go, they are infact cheaper for the same spec'd pc than a fair few other boutique pc makers.
Click to expand...
If you look at the individual parts that AW uses they are all top notch...actually parts that I would select for myself which is rare in pre-builts. What I WILL NOT do however is pay a premium for someone to assemble those parts for me....that and the support afterwards make up the bulk of the inflated prices AW charges. Sometimes Alienware offers machines with new tech that isn't available retail yet...such as they were first with SLI and quad-SLI and if you have the money and want to be first then AW is the way to go. Look for AW to have quad core processor machines for order before Newegg and others have them for sale..
 
And yet I bet they use ATI. Go figure? Sorry for your bad experience and to think anyone would hate our crazy canuked northern brethren. :) Shame on them!
 
this really sucks OP. thanks for posting your experience. just more fuel to the never buy AW fire.
 
I live in Toronto, and Im actually saving for an AW this xmas!! thanks for the heads up man. Im gonna find another company . . . this thing happened to you is really sad. Good Luck on your next purchase.
 
Sorry Alienware screwed you over like that. Personally I never bought and never will buy a pre-built/ designed computer. I like to know exactly what I am getting when I get a computer so I build my own.
 
said:
What I WILL NOT do however is pay a premium for someone to assemble those parts for me....that and the support afterwards make up the bulk of the inflated prices AW charges.
Click to expand...
I still can't agree, I am no phanboi of AW, I have taken the piss out of them on many occassions, but the "premium" that you and a lot of ppl say, well it just isnt so, I bought a fully loaded 7500 from them summer 2005, and at the time, I could of built it myself for a measly 2-300£ less, but then I would have to deal with all those different manufacturers of whatever hardware was in the pc, so for that £200-300 more that I gave to AW, I have peace of mind that the whole rig is covered by 1 company and if like which has already happened, anything goes wrong, then they fix the complete system withing days instead of weeks and months rma'in bits n pieces to different companies takes.

I will say that I had a slight bit of trouble with them to start with, but now they cannot be more attentive to my problems/emails if they tried, so as far as I am concerned, AW are a decent company that take a load of flak from people who know shit about them and only bash them cuz they think its cool to do so.

All I can say is, if anyone is thinking about buying an AW or any other make of pc for that matter, instead of going to a forum like this one, which isnt the friendliest towards premade pc's of anytype except maybe one, VM, goto a forum that is setup more for certain makes of pc, for example note book forums have a few different subforums for different pc manufacurers and you will get a better idea from a forum like that on how good certain pc's and certain companies are than you will ever get from [H], as here is more orientated towards modding and tweaking etc and less toward premade pc's in general, also aload of ppl here seem to be above there station even tho they have maybe had a pc for a couple of years yet, they talk all technical n shit but really dont know shit when it comes to pc's, anything premade is funny and abhorrent to them, for the simple reason that it isnt made by yourself and is made by some company.

Dont get me wrong, I am not saying everyone is like that, but there is many ppl on these boards who post all these technical posts that basically mean shit and it is easily recognised as being ripped off from some other site or as them trying to look cool by posting technical shit that is way beyond them and the majority of the forum, yet ppl will respond with even more bullshit, its astounding.

For pure and honest truth about any premade pc and how good they are, visit a forum where they have discussions about said pc with many ppl who have bought them and are actively discussing them and said company.
 
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