Alienware / poor products and service quality, no onsite repair even though paid for!
I initiated my purchase of an ALX on 08/18/06 at which time I was given a 60 day projection for delivery due to the two nvidia 7950gtx cards (liquid cooled) which were to be installed. About 1 month later, it was the case, later the power supply. By this time I probably should have cancelled but decided to tough it out for this $10,000+ system with all the whistles. Finally arrived after 70+ days.
Result: Wrong video cards, wrong backup cd for OS, and Alienware refusing to correct problem saying that the specs on the 7900's were the same as the 7950's. Now I was informed that a 15% restock fee was also an issue when I stated that I would just return the whole system, in other words, pay them $1500 for not building the system correctly, what a farce.
They finally agreed to change out the video cards for the correct ones. Lo and behold, they didn't even have an approved cooling system for the 7950's (after I was told they were in testing and should be approved any day), which means if anyone ordered a system with the 7950's they probably unknowingly have 7900's after paying for the more expensive cards. Filed complaint with Attorney General's Office (Florida). Now Alienware (which received notice from Attorney General) agreed to install two new nvidia 8800 air cooled cards (which I wasn't told would be aircooled) and a 1000 watt power supply, which they charged to my card (later resolved and credited back). New power supply and video cards were shipped directly to me even though the computer was at Alienware in Miami, contacted Alienware and was thanked for my honesty in reporting this, return authorization received but it was for the complete entire system, not just the parts. Another sign that the administration side of Alienware is askew. 12/22/06 received computer with new cards and supply, and most importantly a damaged/scratched case. Only software uninstalled was 3dmark06, reinstalled and benchmark score of only 5000, less than half of the 11,300 which Alienware support says it should be, and a popping noise coming periodically from the case, Alienware customer service even asked if I would be comfortable checking out and working on the cooling system, the very thing of which they refuse to do onsite service for. 12/23/06 Called tech support, Answer from Alienware, send it back again as it seems there has to be a bad video card, this was after testing all four 8800 video cards at their direction, even though onsite support was paid for and these video cards are not water cooled, I suspect motherboard is bad but they don't want to admit it. The saga continues......Attorney General is probably next once again........And I will never recommend them even if the issues are finally resolved. Current owners beware, check if you got what you paid for.
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