Menu
Alienware Customer Service Phone, Email, Contacts

Alienware
reviews & complaints

www.alienware.com
www.alienware.com

Learn how the rating is calculated

2.8 31 Reviews

Alienware Complaints Summary

14 Resolved
17 Unresolved
Our verdict: Dealing with Alienware, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
Verified
The authenticity of the customer service contact information for Alienware has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Alienware. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Alienware reviews & complaints 31

Sort by:

Newest Alienware reviews & complaints

ComplaintsBoard
A
1:44 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Alienware Alienware m15 r7

So, after a year of using my Alienware, I had an issue with my USB-C port that probably was there from the beginning, cause I never used it so I didn't know about it, and the keyboard was double-clicking as well, all that less than a year of usage, they took almost 2 weeks to change parts, and one of the parts was the motherboard which is alone 75% of the computer anyway, and the keyboard came with problems in the RGB lights, and it is taking another week and the new parts have not even arrived at the store to even be shipped or prepared, I use this machine to study to work and to play games, and its a month with all this trouble, not even a year of usage, I take great care of my computer he is always clean and basically looks brand new, so I asked then, if they could just exchange the computer since it was not even a year of warranty they said they can't, now is been 20 days in and still waiting for not faulty parts from Dell, in the worst costumer service ever, this is crazy.

Claimed loss: problably $1000 for paying the premium warranty and all the time wasted, its been like 12 hours of problems and of talking to someone.

Desired outcome: Just exchange the computer, he is only 1 year old, the part was probably faulty from the beginning anyway, and as I have said the motherboard is basically 75% of the computer as well.

Read full review of Alienware
Hide full review
ComplaintsBoard
P
4:37 pm EST

Alienware Alienware keyboard 510K

Dell customer Service for Alienware products refuses to replace my keyboard that has broken keys even though it's still under warranty and they do not offer key replacements for the keyboard I contacted them and they told me to purchase additional accidental damage coverage even though it's still under warranty and it's only been 4 months that I have had it. I found 6 cases on the Dell forum page with the same problem with this keyboard and I told them and sent them the pictures and they told me that the keys breaking off are not an Alienware internal problem to purchase the accidental damage warranty. And told me they were going to close the case without even resolving my issue. What am I supposed to do with a broken keyboard that is still under warranty that the keys broke off for simply typing on them?

Desired outcome: Keyboard Replacement

Read full review of Alienware and 1 comment
View 0 more photos
Hide full review
1 comment
Add a comment
TheldrakisCS
TheldrakisCS
, US
Apr 28, 2022 12:19 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

just found this post. So if i follow correctly, your complaint is that they wont replace the keyboard for the key caps wearing out or is the keyboard itself not working when you press the key spot?

review your warranty you got with the keyboard and computer order. did you select accidental damage warranty [from what you said you didn't]? some damage is not covered in a standard warranty, which is why they offer accidental damage. normal warranty is called limited warranty which does not cover wear and tear of key caps.

though I'm only basing this off what you said and my experience with alienware support. note: not everyone will have the same interaction with them.

ComplaintsBoard
E
11:23 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Alienware Square Trade do not buy this insurance!

Dear Sir / Madam,
A year ago I bought a computer (Alienware Dell MX17) in Orlando, Florida. I also bought a 3-year square trade warranty because they assured me it had international coverage. Some months ago I started having problems with the computer, and when I contacted SquareTrade it happened that Dell couldn`t fix these specific model in Brasil so Squaretrade told me that they would send a refund for the total amount of my computer. I chose for an international deposit on my account in a brazilian bank. That happened two months ago and I haven´t received any money neither an explanation since.

Read full review of Alienware and 1 comment
Hide full review
1 comment
Add a comment
N
N
Nancy3205
Antioch, US
Jun 01, 2015 6:08 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I can't even get my TV's registered with Square Trades! Everytime I send them a picture of my receipt they say I did it wrong and the fax number they gave me does not work! I I am so upset as I have been trying to give them a copy of my receipt for 8 months! What a scam!

Is Alienware legit?

Our verdict: Alienware has achieved a rare feat of perfection in legitimacy, as per the rigorous analysis conducted by Complaints Board. This achievement underscores Alienware's position as a benchmark of trust and quality within its industry. Users and clients of Alienware can engage with its offerings, confident in the knowledge that they are dealing with a top-tier, fully legitimized company.

Alienware earns 100% level of Trustworthiness

Perfect Trust Endorsement: Alienware achives 100% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Alienware. The company provides a physical address, phone number, and email, as well as 2 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

The age of Alienware's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Alienware.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

We looked up Alienware and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

Alienware.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

Alienware.com regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from Alienware.

However ComplaintsBoard has detected that:

  • Alienware protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We conducted a search on social media and found several negative reviews related to Alienware. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
ComplaintsBoard
C
11:55 am EDT

Alienware Sucks

I bought this mp3 player in March. Three months later it would not turn on. My computer stopped reading form it as well. and now, in June, it wont turn on, and the computer wont read it. I could not get warranty on it due to the fact that I am in Canada. So, now no one would fix it for me. Even before it broke the player would shut off for no reason. It's a waste of $150.

Read full review of Alienware and 1 comment
Hide full review
1 comment
Add a comment
S
S
s2ndjetli
, US
Dec 03, 2017 3:48 pm EST

If you still have it would you be willing to part with it ? sectiongang at yahoo dot com put ce-iv in subject line to weed out spam..

ComplaintsBoard
J
1:17 pm EST

Alienware bad internet service

I've contacted Alienware 3 times and had to let everyone know what is becoming the norm in customer service-horrible service. I've called THEM even though they were supposed to call ME to schedule an appointment to fix my laptop. Every time i've called im on hold for some ridiculous amount of time for the littlest thing like "please hold on while i update your info."...and then the kicker is i call again and i have to do the whole thing all over again! WTF!? And i don't know where i'm calling but the people i talk to are very rude and unapologetic for their screw ups. I spend over a grand on a laptop and i expect better service for a faulty part!

Read full review of Alienware and 1 comment
Hide full review
1 comment
Add a comment
TheldrakisCS
TheldrakisCS
, US
Nov 22, 2021 9:19 am EST
Verified customer This comment was posted by a verified customer. Learn more

from what i'm reading there is 2 issues. 1. you hang up when asked to hold while their computers pull up your information and input your request so they can give you accurate information. 2. you call again to get a answer that you could have gotten by waiting and get mad when you have to explain again when asked standard support questions?

so your internet keeps disconnecting. open the killer wireless app and verify the settings there. that app in the past kept kicking me out till i checked its settings. its not run by dell/alienware. it seems from what your saying that they didnt do anything wrong. there is no evidence in your post of them being rude or needing to apologize for a setting issue from what i am reading. you didnt give them a chance to fix your issue is what i am reading.

ComplaintsBoard
W
4:11 pm EDT

Alienware don't fall for this

Don't fall for Alienware products. Beside being overpriced they do not honor their service commitments. If anything goes wrong with the product (made in China btw) you will have to ship it somewhere to contracted facility. I am still waiting for my computer (almost a month) to be fixed. I cannot even reach ANYONE to tell whenre my computer is and when it is going to be serviced. There was an issue with functionality of built in camera. I sent the computer for repair and received it back untouched. Not fixed. They did not even open the computer to check it out. After some fighting ovr the phone with their support people I got another return autorization number and sent my computer abck again. I never heard back from anyone since. i do not know what status of the repair is and nobody is able to tell me even where my computer is. It will soon be a month since my first reqyest. Still waiting...

Read full review of Alienware and 1 comment
Hide full review
1 comment
Add a comment
O
O
OmegaCSMB
, CR
Jan 04, 2011 7:01 am EST

to send the computer in for repairs, it means you have a alienware legacy system. Unless for under very specific circumstances you have a "new" one (dell-alienware) and had to send it in after several failed onsite repairs.

anyway, if you do have a legacy system. Im afraid, in short words that... you are so screwed. Dell started since september of 2009 to take ALL of the legacy systems out once and for all. Dell is not interested on products they didnt even manufactured. They just want to stand out for products sold after mid 2009's and above. if they service you system it because there is a contractual agreement. not because they necessarily care for you or your crappy computer.

Depot facilities located on memphis and florida and low (VERY low) on staff. because of Dells migration. eventually they will simply close the warehouses. as for service delays, stock availability is also an important part of the equation. since they are no longer interested on servicing the systems. no parts are made anymore, they are just living with the remaining parts (all used and repaired like 5 times) and making laughable excuses (warranty voids, liquid spillages) when they cant repair a computer because they have no idea where to get the parts from (maybe on ebay).

anyway, you are screwed sorry. Legacy is dead for alienware. if you dont trust me, call in to get some extra warranty. they will tell you... "we are no longer extending warranty on this "kind" of computers" lol
They will just sell you ESP (extended service plan) and it covers tedch support diagnosis through phone. no parts or labor whatsoever. ohh and its $60 for tier 1 issue and around $80 for tier 2

ComplaintsBoard
J
7:58 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Alienware bad service

I take a delivery of what thought was bad *** gaming lap top, For $3371.87 + tax the systems seem to performed like it was advertised. 9 months into usages, I discovered what a poor qualities it was made from, the hinges that attached to the cheesy cover broken in pieces, I guess from opening and closing thelaptop after each use, At a closer inspection I found that the pieces that was attached to the steel hinges are made of plastic with a metal insert into the plastic pieces and it it screws into the metal hinges. Now if Alienware has paid attention to it customers feed back then they would have avoid poor quality control and round out the M15x raw performance. well to make a long story short, I've contacted Alienware for repair, but their excuses was my laptop is out of warranty and I will have to paid for the repairs. I think for $3100 machine Alienware should honor it commitment to it customers and do the right thing..

Read full review of Alienware and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
Z
Z
Zrooper
, US
Jun 03, 2016 8:29 am EDT

I ordered the older M17x from Alienware. after over a month of delays I got it, only to have the speakers fail. I worked for hours with tech support, and then (after wiping the hard drive clean twice) they decided that it was a hardware issue and asked me to send it back to them. I sent it, and got it back two weeks later. When I got it back they did NOT re-install the backup "Alien Respawn" system or the required drivers, and when I called and asked for them they said that those programs were only factory installation. We called them angrily, and after a lighting system failure, they asked for us to send it back again. We had to go overseas in a month and did not have the time for more delays. We called them and asked to cancel the order. Only when we threatened to take our money back they finally started to help, and they replaced my M17x for a cheaper M17, immediately before announcing the "new" M17x laptop! I do not recommend for anyone to buy from them. I certainly won't make that mistake again.

ComplaintsBoard
M
7:37 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Alienware Selling defective products

My husband purchased the Alienware m9750 in February 2008 as a gift for me. The system worked fine for a few months, but then began having problems keeping time. We contacted alienware and they sent us a cmos battery to replace. That did not fix the problem so October 2008 it was sent into their repair depot. After 2 months in the repair depot we stop receiving communication about the status of our system. We were unable to get a response for a month. It was returned to us January 14, 2009 and were told that the Motherboard, Hard drive, Wireless Card, and TV tuner card were all defective and replaced. However we received it back with all the same hardware issues as before the repair plus the optical drive no longer worked. On January 16, 2008 we were contacted by a representative on behalf of Alienwares CEO. She informed us that they shipped a new optical drive and to let her know if it fixed the problem. It did not of course since the motherboard was defective. On January 26, 2009 she issued a cancellation of our system and told me to pick out a new system which matched the cost of our original since she could not issue us a refund. Which is what we requested. We ordered the Alienware m15x.Which we were forced into as none of their other systems came with windows XP which is what we had originally and wanted. That system was delivered on March 6, 2009. Immediately open using the brand new system it had hardware problems. It was locking up, crashing and overheating. It was also not shipped with correct specs. It was supposed to have an upgraded LCD and did not. I contacted the representative and explained the situation. She was extremely apologetic and though extremely hesitant, I agreed to have it returned to the repair depot. She guaranteed me she would personally test the system to ensure it was functioning perfectly and that the LCD would be replaced with the correct one. And that if I had any problems she would do everything in her power to get us a refund. The system was returned to us on March 14, 2009. On March 18, 2009 the system began turning itself off immediately upon going to battery and the system was getting red hot to the touch. I sent the representative an Email about the situation and also left her a message on March 19, 2009. I was in contact with her on March 20, 2009 where she once again despite her earlier promise wanted it shipped back to the repair depot. I told her that this was simply unacceptable as the system was just returned to me and should not have been sent to me in this condition. I requested she keep her promise and issue us a refund. She told me it was not an option. All she could offer me was to ship it back to repair depot and upgrade my memory. This has been an ongoing matter that seemingly has no resolution. We have been trying desperately to work with the representative to get our money back since we cannot get a working laptop from this company and to no avail. This system is under warranty until February 2011 and I am getting the impression that all I will be doing until the end of warranty is sending it back and forth to the repair depot and still not have a working system. This laptop has been at the repair depot more than it has been in my possession. This is a $3, 666.95 laptop that has not worked properly since its purchase. All we want is our money refunded.

Read full review of Alienware
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
M
1:50 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Alienware awful quality products

My husband and I bought a refurbished laptop computer on April 10, 2008 and when we received the computer it did not work.We bought this computer for $1033.98 through EBay Alienware Outlet Store.I now believe that we received a computer which had been returned to them broken and was then roughly patched up and passed on to us.I called their technical support on eight separate occasions and spent at least eight hours on the phone trying to get the computer working.Their best solution was to have me, a person with no computer experience, take the computer completely apart and try to fix the problems.Technical support had me remove the hard drive, install all drivers, take the keyboard off, and remove and replace almost every essential component of the computer.When I repeatedly asked to send in the computer for repair they refused and instead had me (again) remove the hard drive and mail it in.They then sent me a “new” one.What we received several weeks later was password protected for some other person’s user profile with no password. I called them again and again their best answer was to have me take apart my computer and re-install all the drivers.The warranty is now expired, but the computer still does not work. I had asked on several occasions, within my warranty, for them to take the computer back and fix the unit properly.Alienware refused. We now believe this was done intentionally to cause the 90 day warranty to expire thus requiring us to pay for the parts.We had saved for a year to buy this computer.All we want is that which was promised to us when we purchased the machine, a working computer.We have called Alienware and asked them to please take it back and repair the unit.They refuse unless we pay for all the repairs. We took the computer to Falcon Computers here in Waimea to see if they could fix it.The technician looked at it and immediately knew that the problem was probably a faulty motherboard and stated that there would be no reason any computer technician would not be able to diagnose this repair.This further cements our feelings that Alienware purposely and knowingly ran out our warranty to avoid paying for this repair. We want either a working computer or our money back.

Read full review of Alienware and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
G
G
Gimmgam
Richfield, US
Feb 04, 2010 10:43 pm EST

Sorry about what happened to you, but it's not entirely Alienwares fault. Dell has owned them since 2006, and ever since than, the customer service went down hill. Why, because Dell wanted to taunt and sell their computer systems especially their Gaming XPS. Alienware was in the way and Dell wanted to gain ground in the gaming pc world. Dell is a horrid company who wants to try to take over everything and be a monopoly. As you can see now Alienware is distinguished an you might as well call them Gaming Dell PC'S. Some of the people who built great pc's for Alienware around 2005 left because of Dell, they knew it was the end of a great gaming company. In truth Alienware had been long gone since 2006. I'm pretty sure Alienware will probably be no more as it seems when you go to their website, Dell is bannered everywhere. Say what you will but it's a sad end to a great company who customed built pc's.

ComplaintsBoard
M
5:27 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Alienware misdiagnosed my problem

I took my alienware to geek squad for a diagnostic. After they did this they informed me that they could not fix the problem and that it was the motherboard and that geek squad wasent allowed to work on alienware this was told to me after the diagnostic was done. Then i sent it to Ztronics where i was able to get my computer fixed it was not the motherboard at all it was a fan problem and corrupted harddrive. I also had called geek squad to ask about a refund since they were wrong about the dagnosis, and was told that i needed to bring in the work order done buy ztronics and if it was not the motherboard they would refund the money. So i did as they asked when i got there at first Brian acted like he didnt know what i was talking abpout so i explained it in detail. He was very short and to the point that my money would not be refunded even though it was a wrong diagnosis

Read full review of Alienware
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
C
6:23 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Alienware Item DOA- no resolution

I purchased an Alienware Area 51 Destroyer edition earlier this month. The item arrived DOA. After spending more than a hour on the phone with their tech support- I was advised it was the motherboard creating the problem. Alienware shipped a board replacement which I received one week later. They would not overnight or ship it any quicker.

After receiving the board and replacing it I still had the same problem. I spent even more time on the phone with their tech support. I was then advised that something must be wrong- gee how obvious can it get?!?!?! I was then urged to return the entire computer to their repair depot at my expense... ?!?!?!?!?!?! My obvious reponse to such was no- I will not wait months for this thing to be repaired as well as be out the shipping expense.

I asked to please process a RMA on the item to return it. Their response was according to terms & conditions I was required to pay a 15% restocking fee even though the item was defective. Oh and pay shipping as well. Then I was advised I would have to wait 48 hrs to be contacted to get permission to return the item from someone else within Alienware...?!?!?!?!?

Well 48 hrs later instead of receiving a phone call I received an email from a [protected]@dell.com.. He urged me to please troubleshoot once again. If the problem could not be resolved I could return it to their supervised repair depot where he would personally check the repairs. If I would not do that then I may be able to return it at a 15% restocking fee according to terms and conditions.

No resolution still! I replied back to him explaining my disgust and discontent with the product. And asked for a full refund which I probably will not receive.

Buyers Beware!

Read full review of Alienware
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
M
12:49 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Alienware scam and cheating

I'm a disabled veteran, confined to a wheelchair, paralyzed from the chest down. My injury is not combat related but it did happen while I was on active duty so I do get a disability pension from the VA. I've been living in Snowflake, Arizona raising my four kids since 1994. Now my kids are grown, my wife works long hours, and I'm left to myself with not much to do. I ordered a laptop computer from Alienware so I'd have something to go on the Internet with, play online games, and work with my home videos and pictures.

I ordered the Aurora m7700 from the website at alienware.com with all the best hardware for an extreme gaming machine. Already active with Final Fantasy XI, Guild Wars, and World of Warcraft, I was really looking forward to my new extreme gaming laptop. No more trouble with something that keeps getting dusty inside, that's hard to manage the bulky case and all the cable connections, that is just plain too big. I would finally have the laptop of my dreams.

But two weeks after my order was paid for I get an email stating that they had no cases on hand for this laptop model. That seemed odd considering this was their new featured system. When it was finally sent 2 of the 3 boxes were missing; the laptop arrived but the software and peripherals did not. It turns out that what happened was, the Alienware shipping department did not hand over all three boxes to FedEX; FedEx never took possession of them. Can you imagine that? They somehow misplaced two of the three boxes when FedEx came to pick them up? And it took another week to get Alienware to admit this, they wanted to make me wait for the rest of my order so they could complete an investigation with FedEx, even though they had already conceded the fact that FedEx never took possession of the two packages.

Okay, well, I finally receive the rest of the order I get everything set up and connected and turn on my new laptop for the first time. The drivers for the internal hardware were not installed and the wireless card would not connect, even though the hotspot showed a very good signal on my WiFi Finder. Both of the installed CD/DVD drives would not open up -- the light will flash and I can hear something happening inside but the doors won't open on either one of them.

Now, I bought Alienware specifically because they bragged about being based in Florida and having all of their computers built on-site in Miami. Well, their tech support sure ain't in Florida. I could hardly understand what they were saying but we struggled through. The all gave themselves American names but they don't speak very good English. I never did get the wireless to work, that guy just passed me off onto some other department to deal with the drive bays problem. And this new guy wanted me to turn the laptop over and open it up, at which point I was supposed to remove the drive bays and do something to them. I didn't understand what he was expecting me to do, I couldn't even figure out which panel I was supposed to remove. And besides, I didn't have a screwdriver to fit those tiny little philips heads holding them on.

Like I said, I'm in a wheelchair, paralyzed from the chest down, and I can only use one hand at a time because I need one in my lap to support myself so I can sit up straight. It was very hard to turn this laptop over, it weighs like a slab of lead. I told the tech on the phone, I'm going to need on-site service for this. I can't do this. And he told me, that's not possible. We have to determine what's wrong over the phone together and send back the defective parts. 'Both drive bays?', I ask. Either that, or there is a problem with the motherboard... He began to explain why we might need to replace the motherboard, but at that point I wasn't listening. Because I was asking myself, what happened to the on-site tech support I'm supposed to have?

Bottom line, I paid a fortune for this laptop and all that came with it. And I PAID for on-site technical support. It took forever to get it all here, and I still can't use it, because Alienware will not honor their aggrement. In fact, I've been told not to call them again unless I have someone here with me that knows how to work on this thing.

I am a disabled veteran on a disability pension. I have never been able to find a job I can do here. I never should have financed something so expensive just so I can have something to do. I know now that I could have bought two Dell XPS gaming laptops and got change back for what I commited to for this thing... this thing that I have yet to even use. I was very angry at first but now I'm just depressed. Very depressed. I don't know what to do. Don't make the mistake I did, don't buy from Alienware. You'll only be sorry you did.

Read full review of Alienware and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
O
O
OmegaCSMB
, CR
Jan 04, 2011 6:21 am EST

sorry to hear your experience, but 99% of cases like this. are because of people who dont read disclaimers before buying something (whatever).

You paid for onsite service, yes. But disclaimers clearly states "onsite service after remote diagnosis"... and when we are talking about remote diagnosis, we are taking in mind almost tearing up the whole thing on the phone with tech support to find out whats wrong with it before dispatching a part or an onsite.

I know, it sounds terrible. And sort of misleading. But pherhaps you should have taken a better look at the disclaimer before you placed the order. And consequently looking for a better option. (dells the same thing btw)

ComplaintsBoard
D
1:45 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Alienware awful company

My husband purchased the Alienware m9750 in February 2008 as a gift for me. The system worked fine for a few months, but then began having problems keeping time. We contacted alienware and they sent us a cmos battery to replace. That did not fix the problem so October 2008 it was sent into their repair depot. After 2 months in the repair depot we stop receiving communication about the status of our system. We were unable to get a response for a month. It was returned to us January 14, 2009 and were told that the Motherboard, Hard drive, Wireless Card, and TV tuner card were all defective and replaced. However we received it back with all the same hardware issues as before the repair plus the optical drive no longer worked. On January 16, 2008 we were contacted by a representative (Whom is still handling our case.) on behalf of Alienwares CEO. They informed us that they shipped a new optical drive and to let them know if it fixed the problem. It did not. On January 26, 2009 they issued a cancellation of our system and told me to pick out a new system which matched the cost of our original since they could not issue us a refund. Which is what we requested. We ordered the Alienware m15x. Which we were forced into as none of their other systems came with windows XP which is what we had originally and wanted. That system was delivered on March 6, 2009. Immediately open using the brand new system it had hardware problems. It was locking up, crashing and overheating. It was also not shipped with correct specs. It was supposed to have an upgraded LCD and did not. I contacted the representative and explained the situation. They was extremely apologetic and though extremely hesitant, I agreed to have it returned to the repair depot. They guaranteed me they would personally test the system to ensure it was functioning perfectly and that the LCD would be replaced with the correct one. And that if I had any problems they would do everything in there power to issue us a refund. The system was returned to us on March 14, 2009. On March 18, 2009 the system began turning itself off immediately upon going to battery and the system was getting red hot to the touch. I sent the represenitive an Email about the situation and also left a message on March 19, 2009. I was in contact with them on March 20, 2009 where they once again despite their earlier promise wanted it shipped back to the repair depot. I told them that this was simply unacceptable as the system was just returned to me and should not have been sent to me in this condition. I requested they keep their promise and issue us a refund. they told me it was not an option. All they could offer me was to ship it back to repair depot and upgrade my memory. This has been an ongoing matter that seemingly has no resolution. We have been trying desperately to work with the represenitive to get our money back since we cannot get a working laptop from this company to no avail. This system is under warranty until February 2011 and I am getting the impression that all I will be doing until the end of warranty is sending it back and forth to the repair depot and still not have a working system. This laptop has been at the repair depot more than it has been in my possession. This is a $3, 666.95 laptop that has not worked properly since its purchase.

Read full review of Alienware
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
A
6:58 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Alienware terrible experience

I bought a computer from Alienware for more than $3200 + extended warranty. Within a week it started crashing for no obvious reason. The support people were useless. They were waisting an unlimited amount of my time in the process. Alienware wanted me to ship the computer to them for fixing but would not say how long it will take for them to fix it. To return the machine I would need to pay a 15% restocking fee, a pretty big number considering my initial price. To make the long story short, it was a big waste of money, time, and resources. More expensive obviously doesn't mean better.

Read full review of Alienware and 10 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
10 comments
Add a comment
R
R
Rebecca
, US
Jul 30, 2009 5:15 pm EDT

Without a doubt, Alienware is one of the worst companies I have had the displeasure of dealing with in my life. My 13-year old son, over my objections, chose this pathetic company to order his new gaming computer. 4 weeks after they eagerly took my money, no computer. No response to email questions. I called them and they gave me the B.S. story about how it needs to be checked and double-checked and how they make such a great system and how they refuse to send out an inferior product. As near as I can tell, they don't send out any product at all. I cancelled the order and asked when I would get my money back. I was told my credit card would be refunded in full within 3-5 days. I called 7 work days later and still no refund. They told me that it would be 2 more days and promised to send me a confirming email. 5 days later, no email, no refund. I called and was again told 2-3 moere days and again was promised a confirming email. 7 days later, no email, no refund. In the meanwhile, we ordered a better computer from Dell and received it in 4 days, with free shipping. I know that Dell bought Alienware but do not expect the customer service to be any better than it was before. Alienware is still staffed by incompetent, dishonest thieves. I still don't have my money back, and am preparing to file a complaint with the Better Business Bureau and am looking into filing federal inter-state commerce fraud charges. Stay away from these maggots.

A
A
Angus
, US
Jan 23, 2009 8:33 am EST

Purchased Area-51 m17x in June 2017, product arrive not quite as ordered, was to have a "etchable" DVD drive, emailed about it, no response, not a big deal, thought it would be neat but really have no use for it. It does tend to freeze a lot not sure why, sometime I need to remove power and batteries to get it reset. It is a very nice Laptop with some cool features. Would I buy another one...not sure .

D
D
Dianne J. Barlow
,
Mar 06, 2007 12:00 am EST

My grandson wanted an Alienware for his grade school graduation. His parents and us (Grandparents) went together and got him one. We are talking $5,000.00. This will be the third time it has been sent back because it does not work. This boy has not been able to use this for 6 months. What is the problem. We are talking a lot of money and a child's broken heart. Alienware needs to get it together.

Valerie
Valerie
, US
Jul 25, 2008 7:24 am EDT

Just like everyone else I had been wanting an Alienware computer for years.

Then the day came when I was able to purchase my "dream computer" from Alienware.

I spent over $4, 000 for it.

An Alienware Aurora M9700 laptop with all of the extra goodies I could get including a year extended warranty.

Just to let you know, this is merely a summary of what Alienware has put me through.

It took a bit more than the estimated amount of time for it to be shipped out to me.

I had ordered it in October of 2017 and didn't receive it until after that Christmas.

Once I had finally received it I had nothing but problems with it, mainly problems with the video.

I kid you not that it took, from the very first tech support phone call I made to Alienware almost a month after I received it to the time it actually got half-haired repaired and sent back to me with the same problems as before, about 4 months.

It was pure *** dealing with anyone from Alienware and still is.

After several months of talking with tech support about my laptops video problems they decided it was one of the video cards.

After sending me a replacement video card, they sent out an incompetent tech person to fix it who said and I quote him, "I don't know what I'm doing" after he had just about damaged the casing and ultimately damaging one of the speakers.

That guy had to call in to Alienware tech support to find out how to open the case properly (after he had it open half way exposing the inside components).

He couldn't get proper help from the tech support himself.

I ended up on the phone with an Alienware tech support manager while that guy was still at my residence who told me that he was going to send the guy away after I had expressed my distress over the situation to him.

The entire month following that situation was spent trying to get my address changed which they had refused to do at first but I finally succeeded in getting it changed after much *** was given to me by customer service.

I had to change my address due to several moves I had made since I had bought the computer before they would further any repairs to it.

After that and after way too much hassle from Alienware employees telling me that I would have to foot the bill for any shipping, labor, parts cost even though my warranty was still in effect, they finally agreed to have me send it in to their repair center for the repairs free of charge.

I sent my computer out to them on a Monday and received it back from them two days later on Wednesday.

They said my video problems were caused by "the video cards dirty heatsinks" and that they cleaned them.

They had also told me that I had a "bad image of Windows" they had originally put on my system and the restore disc which they refused to replace.

They never repaired the speaker that was damaged by the tech guy they had sent out to my residence and would quickly change the subject every time I mentioned it.

I still had all of the same problems after I got it back from them.

I've been putting up with these problems for a year and a half now.

The LCD is now about to go out and they are refusing to fix the issue which is something they should have tested and fixed before.

K
K
katmasu
Honolulu, US
Oct 05, 2009 5:54 pm EDT

Ordered a computer. Told there was a problem with the credit card. Cancelled the order. Placed another order. Received computer but charged twice for 2 computers, only got one. Bank card went into overdraft due to the unexpected charges for 2 computers. 48$ in bank fees and nearly 2017$ in charges for a computer we never got later, we still have not been refunded the money. It is now nearly a month, 10 phone calls and hours of my life and I am angry beyond words. This company is run by thieves. We have been told 4 times now that situation would be taken care of but my bank account has yet to be credited. We can ill afford to have this money missing from our accounts.

N
N
Nmakris
Swampscott, US
Oct 09, 2009 6:23 pm EDT

Laptop was ordered in March of 2017. It is now October 9th, and from day one have not had a working laptop. It was ordered for my son to take to college-waste of him taking it with him (cant use it). It hasnt worked since we purchased it, after multiple emails, multiple calls to customer service, technicians coming and going, etc. Worst company I've ever dealt with in my life!

O
O
OmegaCSMB
, CR
Jan 04, 2011 6:44 am EST

I think the real question here is, how long did it take between placing the order and calling in to cancel the order? I ask this because according to my experience most of the american people tend to be upset almost for... everything?
One advise, maybe two...

1. ANY customer service representative doesnt gives a damn about your problems. Double-score if you call in yelling and whining at them when initially they dont have the fault. Yelling and insulting Tech/Customer service agents will only cause the representative to put you on mute, while he makes fun of you along with their rest of the staff. And/or on Hold if you just dont shut up.

2. Nice people, get more.

Maybe americans should consider changing their attitude. You'll see how amazing the change will be when you are just nice and calmed. Like it or not, thats life.

G
G
Gimmgam
Richfield, US
Feb 04, 2010 10:44 pm EST

Sorry about what happened to you, but it's not entirely Alienwares fault. Dell has owned them since 2017, and ever since than, the customer service went down hill. Why, because Dell wanted to taunt and sell their computer systems especially their Gaming XPS. Alienware was in the way and Dell wanted to gain ground in the gaming pc world. Dell is a horrid company who wants to try to take over everything and be a monopoly. As you can see now Alienware is distinguished an you might as well call them Gaming Dell PC'S. Some of the people who built great pc's for Alienware around 2017 left because of Dell, they knew it was the end of a great gaming company. In truth Alienware had been long gone since 2017. I'm pretty sure Alienware will probably be no more as it seems when you go to their website, Dell is bannered everywhere. Say what you will but it's a sad end to a great company who customed built pc's.

G
G
Gimmgam
Richfield, US
Feb 04, 2010 10:41 pm EST

Sorry about what happened to you, but it's not entirely Alienwares fault. Dell has owned them since 2017, and ever since than, the customer service went down hill. Why, because Dell wanted to taunt and sell their computer systems especially their Gaming XPS. Alienware was in the way and Dell wanted to gain ground in the gaming pc world. Dell is a horrid company who wants to try to take over everything and be a monopoly. As you can see now Alienware is distinguished an you might as well call them Gaming Dell PC'S. Some of the people who built great pc's for Alienware around 2017 left because of Dell, they knew it was the end of a great gaming company. In truth Alienware had been long gone since 2017. I'm pretty sure Alienware will probably be no more as it seems when you go to their website, Dell is bannered everywhere. Say what you will but it's a sad end to a great company who customed built pc's.

G
G
Gimmgam
Richfield, US
Feb 04, 2010 10:39 pm EST

Sorry about what happened to you, but it's not entirely Alienwares fault. Dell has owned them since 2017, and ever since than, the customer service went down hill. Why, because Dell wanted to taunt and sell their computer systems especially their Gaming XPS. Alienware was in the way and Dell wanted to gain ground in the gaming pc world. Dell is a horrid company who wants to try to take over everything and be a monopoly. As you can see now Alienware is distinguished an you might as well call them Gaming Dell PC'S. Some of the people who built great pc's for Alienware around 2017 left because of Dell, they knew it was the end of a great gaming company. In truth Alienware had been long gone since 2017. I'm pretty sure Alienware will probably be no more as it seems when you go to their website, Dell is bannered everywhere. Say what you will but it's a sad end to a great company who customed built pc's.

ComplaintsBoard
G
6:50 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Alienware high end gaming pc???

ALIEWARE: BLOWS

My name is Grant Culbertson. My communication is to inform All of the troubles I have encountered while dealing with the company Alienware.  I purchased an ALX computer for the sole purpose of owning a top of the line gaming computer for over $7, 600.  What I received was a faulty and malfunctioning device. We started having problems from the moment I removed it from the box.  I then contacted the Alienware support staff to solve these problems.  The issues were hardware. They sent me several new pieces of hardware. I even purchased more memory from Alienware in attempt to solve the issues. After I had made over 40 support calls the company finally agreed to have the computer sent back to Alienware to have it repaired.  They took a week to repair the computer and sent it back to me. However, the PC was not fixed. I experienced the same problems as before. More support calls and again the company asked me send to the computer back in to have it repaired a second time.  I told the company that fixing this computer was pointless. It was a lemon.
We requested from Alienware either provide a new computer of equal value or a full refund of the $7, 600 I spent to buy the computer.  The company has sense refused to provide me with a either request and has been very uncooperative, rude, and unprofessional. The first contact person I spoke to was a Verohnika Bau at the phone number [protected] ext. 2016.  Mrs. Bau’s superior’s number is Christian Mayorga at [protected] ext. 2014.  I tried to file a complaint with the company but, was directed back to Mr. Mayorga. His superior algedly is the CEO of the company who can only be reached by E-Mail ([protected]@alienware.com).
If there is anyone out there looking to get a high-end gaming computer I would suggest to go anywhere but Alienware.  BEWARE OF ALIENWARE. May I suggest you do an internet search of problems with Alienware BEFORE you purchase any products from this vendor. Now, I am left out to dry after spending over $7, 600, days of time with their technical support/ staff and have no computer.

Read full review of Alienware and 1 comment
Hide full review
1 comment
Add a comment
A
A
Ashole3333
tea, US
Oct 12, 2009 12:26 pm EDT

Is it ok? Why would it be thein!

ComplaintsBoard
C
2:04 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Alienware Defective laptops

My husband purchased the Alienware m9750 in February 2008 as a gift for me. The system worked fine for a few months, but then began having problems keeping time. We contacted alienware and they sent us a cmos battery to replace. That did not fix the problem so October 2008 it was sent into their repair depot. After 2 months in the repair depot we stop receiving communication about the status of our system. We were unable to get a response for a month. It was returned to us January 14, 2009 and were told that the Motherboard, Hard drive, Wireless Card, and TV tuner card were all defective and replaced. However we received it back with all the same hardware issues as before the repair plus the optical drive no longer worked. On January 16, 2008 we were contacted by a representative on behalf of Alienwares CEO. She informed us that they shipped a new optical drive and to let her know if it fixed the problem. It did not of course since the motherboard was defective. On January 26, 2009 she issued a cancellation of our system and told me to pick out a new system which matched the cost of our original since she could not issue us a refund. Which is what we requested. We ordered the Alienware m15x.Which we were forced into as none of their other systems came with windows XP which is what we had originally and wanted. That system was delivered on March 6, 2009. Immediately open using the brand new system it had hardware problems. It was locking up, crashing and overheating. It was also not shipped with correct specs. It was supposed to have an upgraded LCD and did not. I contacted the representative and explained the situation. She was extremely apologetic and though extremely hesitant, I agreed to have it returned to the repair depot. She guaranteed me she would personally test the system to ensure it was functioning perfectly and that the LCD would be replaced with the correct one. And that if I had any problems she would do everything in her power to get us a refund. The system was returned to us on March 14, 2009. On March 18, 2009 the system began turning itself off immediately upon going to battery and the system was getting red hot to the touch. I sent the representative an Email about the situation and also left her a message on March 19, 2009. I was in contact with her on March 20, 2009 where she once again despite her earlier promise wanted it shipped back to the repair depot. I told her that this was simply unacceptable as the system was just returned to me and should not have been sent to me in this condition. I requested she keep her promise and issue us a refund. She told me it was not an option. All she could offer me was to ship it back to repair depot and upgrade my memory. This has been an ongoing matter that seemingly has no resolution. We have been trying desperately to work with the representative to get our money back since we cannot get a working laptop from this company and to no avail. This system is under warranty until February 2011 and I am getting the impression that all I will be doing until the end of warranty is sending it back and forth to the repair depot and still not have a working system. This laptop has been at the repair depot more than it has been in my possession. This is a $3, 666.95 laptop that has not worked properly since its purchase.

Read full review of Alienware
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
M
12:24 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Alienware Service

Ok this is just a warning for all of you who may be thinking of buying an Alienware system. I am sure you have all heard how great they are and all the good things about them. Well its just a hype, maybe 10 years ago it was top notch but that is no longer true. I purchased my system after the long wait in August of 08'. I knew I was spending to much but I needed a laptop for school so figured I would get something I wanted. From day 1 of receiving this system it had problems. Not being completely stupid when it comes to computers I attempted what I could to correct the issues I was having. The final conclusion on my part was it was faulty hardware issues. So I attempted to contact their service department, working in manufacturing myself I understand how a few things can get by. This is where the real trouble began, being how I used my roommates paypal account I was unable to get any help from them without his verification. In order for me to do that I was moved up to their critical issues team. After getting his verification we attempted to remove him from the account and put me as the main account holder. They said this was done and they would setup a shipment from fedex to them at their cost for me to send the laptop back making it overnight so I could get my system back as soon as possible. After they got the system they kept it for about two weeks and shipped it back. The notes for the service stated they couldn't replicate the problem and they system was fine. As soon as I attempted to start the system it kept having the same problem (power on but black screen. When finally getting the system started it would lock up on the simplest tasks, not much of a high performance system.) Attempting to contact them again I discovered I was still not the owner of the system in their eyes and needed my room mates verification again. Now by this point I have already had to drop 3 classes at my expense because I didn't have the laptop needed for them. It is also now January of 09' before I am finally able to send the system back to them again for the same repairs. They get the system on the 14th and two weeks after they have the system I try to contact them to find out whats going on because I have heard nothing. Nearly a week after sending their critical issues team an email they finally respond saying "Regarding your computer’s repairs, the computer was received at the Repair Center on 01/14/2009 and it is being diagnosed. As soon as I have new information, I will let you know." The end of the month is coming around and I have still yet to hear anything so again I contact them and I get a response on the 29th saying, "Regarding the repairs for your computer, the upgrade parts have been received at our repair facility. However, the motherboard needed to complete the repairs is delayed. It may take one more week to become available.

As soon as I get more information about this situation, I will let you know. I apologize for this delay. We are doing all we can to have your computer working again as soon as possible." Please note the fact that it says one more week. The 12th of February roles around still no word from them and by this time I am really upset and very disappointed with my dream system contacting them again stating that they should either exchange my system that has never worked for a working system or give me a refund. Finally I get a response in less than a week only 5 days this time saying, "The part needed to repair your computer is backordered. We expect to have it in few days. As soon as we get the replacement motherboard, your computer will be fixed and sent to you. I apologize for this situation and for the long delay." Well they completely ignored my requests this time and what was this backordered and will take a few days, I was never given this information till now and last time a month ago it was only a week. Now I am finished with them and send them another email stating that I want either a working system or a refund by the end of the week. Which they respond to with the unthinkable, "I would like to apologize for the amount of time it is taking to repair your system. We have not received the replacement parts that are needed to complete the repairs from the manufacturer yet; however, they are supposed to be sending them soon. At this point, a replacement computer is not an option since your computer has not been repaired. As soon as I have new information, I will let you know." Your telling me you can't exchange my nonworking system with one that works because it hasn't been repaired yet? Why would I want to exchange something it worked fine? Did you see a response to my refund statement yet again because I didn't. I have now lost all faith in their company and am posting this in hopes that I will be able to save some others the pain and suffering I am working with right now. They also have a class action lawsuit against them because of selling known faulty products.

The following is for search engines please disreguard.

Alienware Best computer top 10 computers top 10 laptops alienware complaints alienware reviews

Read full review of Alienware and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
S
S
Susieg1
Mariposa, US
Sep 30, 2009 1:19 pm EDT

I feel your pain. I bought an Alienware area 51 M Model # 766SN3 several years ago.. just before the warranty was to expire it started overheating and shutting down. I called customer service and they eventually sent out a repairman to replace the fan. This worked for about a week. Numerous calls failed to get any resolution until the warranty finally expired. Then their response was its out of warranty. I explained that its the same problem it was having when in warranty.

To date I have a $4000 laptop that has never worked right since day one. Alienware needs to be held responsible for all of these issues. I'm surprised there isnt a class action suit regarding this company.. which is now owned by Dell.

ComplaintsBoard
P
12:21 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Alienware No Liquid cooling

OK.. so.. I ordered my system a few months back and despite taking over a month to arrive (or about that long) I am very impressed with it. Overall ive had a great experience.. apart from now. Now I realise that Alienware standard system cooling sounds like they mean that its a fan cooling system (which it is) however on the design page there is clearly a picture that states that the system has liquid cooling. Now assuming that there is only one option that you can choose and that they clearly state that there is liquid co0ling, thats what youd expect to get. Youd dont get it... I have already filed a complaint and told them what my problem is but as the people were foreign I dont think they knew what I was talking about. If anyone has had any success with this particular matter then please contact me at [protected]@aol.com Thanks

Read full review of Alienware and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
P
P
PeterGL123
, US
Nov 02, 2011 6:44 pm EDT

OK.. so.. I ordered my system a few months back and despite taking over a month to arrive (or about that long) I am very impressed with it. Overall ive had a great experience.. apart from now. Now I realise that Alienware standard system cooling sounds like they mean that its a fan cooling system (which it is) however on the design page there is clearly a picture that states that the system has liquid cooling. Now assuming that there is only one option that you can choose and that they clearly state that there is liquid co0ling, thats what youd expect to get. Youd dont get it... I have already filed a complaint and told them what my problem is but as the people were foreign I dont think they knew what I was talking about.

ComplaintsBoard
T
3:31 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Alienware Disappointing laptop, broken hardware, crap customer service

Alienware laptops (and probably desktops) are totally piece of crap. I'm going to be prety honest here. I just bought an Alienware Area-51 M15X. This is my agent account ID: 483666 and this is the agent Order: PC-615285A. Bought it last november but since i don't live in US, it needed around 3 weeks to arrive here. Already tried this laptop for one week and I want to give it 1 out of 10 for rating. No hype here for my rating. Totally honest. The laptop is totally broken, here's why:

1. The keyboard is totally piece of crap. Sorry for my excessive language but it's true. I have another laptop, it's Sony VAIO and vaio keyboard is 100x better than alienware. Everytime I typed 20-30 letters on alienware, the keyboard didn't respond properly for 1-2 time (for example, i want to write "keyboard", but although I properly typed it, on the screen it showed "keyoard". So i need to keep pressing backspace after typed some letters). It doesn't respond well, that's my point. The worst keyboard ever, nothing compared to VAIO and even Acer.

2. Now this is the main problem. I bought this laptop for around $4, 000 and yet i can't play any games. Why? Here's why:
http://www.techsupportforum.com/microsoft-support/windows-vista-support/324273-vista-crash-blue-screen-helppp.html#post1865179

Too lazy to click it? Not a problem. Basically on that thread, I complained that every time I installed a new game, it gave me a blue screen of death. For example I have just bought a Fallout 3 game, i installed it. Then even if I was just browsing, it still gave me BSOD message and then it crashed. I can only avoid the blue screen of death if I uninstall the game. Then few days later I tried to install GTA4 on the laptop, no luck. Still same result. Basically it's not only if I play the game, but AFTER I INSTALLED THE GAME, it gave me BSOD. You think this is due to Vista? Think again. It's WHEA error and it's happening due to the broken hardware.

Check this out:
http://www.bestlaptopz.com/images/alienware/Alienware-Crap1.jpg
http://www.bestlaptopz.com/images/alienware/Alienware-Crap2.jpg
http://www.bestlaptopz.com/images/alienware/Alienware-Crap3.jpg

I took these screenshots after the second time I got BSOD. Already tried the Alienware for one week and everytime I attempted to fix things and tested it again by installing and playing heavy games, it always gave me BSOD crash error. (now i'm back to my VAIO because their keyboard is totally unresponsive so it's just a waste of time trying to do anything there)

This is the dump file that was created after that 2nd BSOD. I uploaded it to the above link (techsupportforum) but since people probably won't read that thread, I will just give the download link here:
http://rapidshare.com/files/175098339/ISO-8859-1__Alienware-problem.rar.html
and also check the performance report HTML file:
http://rapidshare.com/files/174521639/perfmon.html

Everyone who I asked about the problem always give me ONE recommendation: Send back the laptop. I read somewhere Alienware always took 1-2 months to check the problem of our laptop so it'll be really very time consuming to send back the laptop (need 3 weeks for the laptop to arrive here so total 6 weeks PLUS 2 months of their lame repairing? Will do though if it can help).

So what did I do beside complaining? Plenty of things. First, i have sent them emails, probably already 10 emails since the first day I got this laptop. But they never answered. They only answered it once, asking for my order ID EVEN AFTER I TOLD THEM THE NUMBER "PC-615285A". Can you believe it? I have told them about my numbers, yet they replied "Hey, can you verify your order by giving us the order ID bla bla bla". Then until now they never answered anything anymore.

So I called them at [protected], although it was expensive (internationa call) i didn't care. I just wanted to ask. I explained to them about the problem, and yet they can't answer anything. It's just look like they are avoiding me. They even told me to just wait for the reply of the email and 2 days later after the phone call (which is now), they still haven't sent me any reply.

Then I tried to chat with them. But the chat representative said that I should just call the technical support because she was just taking care of sales support. I explained how the technical support didn't want to take any responsibilities and how they never answered my problem, then she said "sorry" and closed the chat session. WHAT A BEHAVIOR!

My Alienware Area-51 M15X is worth more than $4, 000, NOT INCLUDING the tax fee, shipping fee, etc. It came up with Core 2 Extreme (2.8 GHz), 4GB dual layer memory, and nVidia GeForce 9800M GT. I was a fool buying this laptop because I just thought it was cool. Actually, this laptop is totally a piece of crap and not even worth $1. The keyboard and ESPECIALLY the blue screen problem really made me frustrated. It seems my Alienware Area-51 M15x has an overheating issue or something but again, the support didn't want to take any responsibilities.

Now i'm really afraid if I send back the laptop to them, they will just keep it for them. BAM, I'll lose everything. So Alienware team, if you won't help me and still acting like a bit*h, let's make it a war. I don't only post the issue here, but everywhere. I even have been thinking to use my internet marketing skills to promote my complains on web pages so people will know that if they buy an Alienware product, they'll be making a very big mistake. :)

Congratulations, Alienware. Your Area-51 M15X has just fooled me. You guys caught me in your trap. Now you can pay your bills by ******** me and other of your customers. One day, you're going to regret it.

Read full review of Alienware and 43 comments
Update by Terrible Alienware
Dec 29, 2008 6:38 am EST

The solutions which are not working:

1. I talked to Alienware support and they told me to install Vista RealTek Driver and also nVidia GeForce 9800M GT driver for Vista from Alienware.com. I followed every single instruction from them but I still got blue screen crash when I play heavy games.
2. The another Alienware support told me to reinstall the Vista using another DVD. He suspected the recovery disk has some missing files. I have another Vista DVD, I installed it, and it’s not working either (still got those BSODs)
3. They told me to run one memory stick at a time. I followed all the instructions provided by Alienware:
http://4help.alienware.com/cgi-bin/alienware.cfg/php/enduser/std_adp.php?p_faqid=5664

Does it work? No. I have switched the memory placement, tried to run one memory stick at a time, all the possible solutions. But still, my laptop gave me blue screen crash.
4. I installed another Windows DVD, this time 64-bit (not 32-bit). Tried to play GTA IV again, it also gave me another blue screen crash after 1 hour playing it.
5. I also replaced both memory sticks with another product. It was Kingston DDR2, same model, but the difference is, it was just 1 GB. Although this memory works in my other laptop (VAIO), but when I ran SP 2004, (again) it found an error.

What I think might be the problem:

Motherboard. I ran windows memory diagnostic tool and I found no problem. However, when I ran SP2004:
http://aliendl.alienware.com/benchutil/cpu_system/SP2004_030.zip

It always gave me error message only 1 minute after I ran the program (stress some RAM, Large In-place FFTs.) I also have tried to run this program with one memory stick at a time, still gave me the error message. Usually after I got the error message from this program, few minutes later I got another BSOD. Look at page 1, I have tested another RAM (Kingston) to replace both of your memory sticks (Elpida). But it was not working. I still got the error message from SP 2004.

Update by Terrible Alienware
Dec 29, 2008 5:11 am EST

@Lavaism: Oh and one more [censored], you seem tried to accuse that my problem is due to my softwares. As I told above, I keep reformatting the Vista and I didn't install any of the software but I still got BSOD when I tested with GTA IV and SP 2004 program.

Check this blue screen crash after I REFORMATTED THE VISTA USING THE STUPID RECOVERY DISK THEN I RAN SP 2004:
http://img187.imageshack.us/img187/9946/bluescreench5.jpg

"You might have a bad stick of memory which is common, and might have not caused any problems during the "burn in" process that manufactures go through."

*About this, I don't care about their burn-in process. The other laptops also have their own burn-in process but I never got BSOD when I played games with my VAIO nor heavy programs with MacBook for example. ### you, ### all of you Alienware teams. Congratz for scamming me. I hope during this economy recession your sales will be going down really hard and all of you can go back to Spain, begging for cents. My income is much bigger than this ### laptop, I bought it just because I thought it was cool. But look what I get. This ### is not even worth $1.

Update by Terrible Alienware
Dec 29, 2008 5:03 am EST

@LaVaism: you talked trash. You are right that I installed illegal softwares but that was BEFORE I reformat the Vista. should I tell you again and again that I have reformat the Vista for probably about 4-5 times? When I reformat the Vista, I didn't INSTALL ANYTHING, and I tried to run the SP2004 program. Again, another BSOD. BOOM! I even tried to NOT install any driver to make sure it was not driver issue. What a big joke, I still got BSOD when I stressed some RAM through SP2004 program.

Apple works better than Alienware, if you are not a Mac user, you know nothing about them. I invested in a local apple store here and every MacBook that I tested never got this serious problem.

This is not SOFTWARE RELATED, you [censored]. This is obviously their hardware problem. Do you think I know nothing about software? OBVIOUSLY WHEN I SAID I REFORMATTED THE VISTA, it means I was using their recovery disk. I even tried to use another Vista DVD because I was wondering if I got BSOD due to their recovery disk. But still, BSOD again and again.

I have tried everything I can, ran one memory stick at a time, reformatted the Vista with another DVD or with the recovery disk, bla bla bla, uninstall the drivers, and nothing helped me. You must be working with Alienware made a positive comment for a ### company like this one. See the other negative comments, they agreed with me. They proved that Alienware is totally ###.

Update by Terrible Alienware
Dec 20, 2008 4:13 am EST

Oh and btw, before commenting here, please make sure you are legit (not paid by Alienware to turn down my post or something). I also posted the issue everywhere I could and probably even putting it on my biggest website later. The above post is just based on my experience but I know certainly they DO NOT want to take any responsibility for this broken hardware. That's why they keep avoiding me.

Hide full review
43 comments
Add a comment
TheldrakisCS
TheldrakisCS
, US
Jun 26, 2014 12:55 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

@original poster - That sounds like you bought a counterfeit mx15, I have one [though mine was specked to what I wanted. The main hardware is the same though] for 6 years now. Nothing has gone wrong with it. Only time something like a bsod happens the answer is simpler than claiming foul on the company. In fact it was always a virus that causes bsod as part of its programming via the video card. Mine came pre installed with world of Warcraft wraith of the Litch king, which was a option for custom build and regular mx15 laptops. Any time I spoke to customer support via email, phone, or live chat I have had nothing but perfectly nice and accommodating assistance from them. They even once offered to send a tech out to replace my motherboard [refused it cause it was the power adapter not the motherboard and explained the checks i did to prove it was the adapter] for free and not charge me for the part 1 hour after I hung up. The cord arrived a week later cause it was from the warehouse, but still didn't have to pay a cent for it. Tothis day Istill strongly support Alienware and Dell. In fact we use dell for alot of our computer needs and they have been EXCEPTIONALY helpful in supporting our demanding needs [we don't demand from them just the work we do is important].

TheldrakisCS
TheldrakisCS
, US
Jun 26, 2014 11:29 am EDT
Verified customer This comment was posted by a verified customer. Learn more

@ origenal poster- that is very intresting since i have the same laptop, guess what you CAN BUILD that model with specs for gaming. infact even the non build your own model has a setting on the order form to make it gaming or non gaming [non gaming wont play games unless you order a new part to add the feature]. sounds like you were given a counterfit mx15 laptop. i have had a few bsod but there was a logical answer. there was a virus in my system that bsoded it. i have had this laptop for 6 years now and every time i asked for help via live chat, phone or email they were nothing but kind. again my laptop is a mx15 and it works as advertised by them cause it was speced to the needs of my use. it even came pre installed with world of warcraft wraith of the litch king. which ment i didnt have to reinstall it, just log in and pick up where i left off.

M
M
mixedgood
Claremont, US
Sep 25, 2009 9:48 pm EDT

Dell/Alienware gave me an M17x when my 2.5 year old M1710 had a repeated graphics card failure. That's GREAT customer service. And it works beautifully. I broke a screen on that 1710 and had the replacement in the morning mail. Free of course. I've had lots of Dells and their service is the best IMHO. Just thought you should here the other side of that argument,

H
H
Happy
vegas, US
Apr 16, 2009 11:22 am EDT

Have bought Alienare desktop here in US. Was best system I ever owned. It ruled for games. What I do with gaming machines is that I take it stock and just install one game at a time without installing anything else, including office etc. I use another puter for that. After my Alienware finally got old, I bought a Dell for my gaming. Again, SWEEET. All I installed additional on that was Office. I ordered another Dell recently (since everyone says Dell sucks and owns AW) and there was a boot up problem with the new Dell. Rep got me all set for a complete replacement rather than a repair. So as far as being a stateside customer, AW and Dell have never let me down.

N
N
ninja boy
Millbrae, US
Jan 13, 2009 10:15 pm EST

Thanks a bunch man. You saved me 4, ooo dollars. Also my cousins work for alien ware and when he gat the sam exact laptop for a cheap price. The whole laptop fell apart into @#$%^#$$#$* pieces and caught on fire. Also don't blame alien ware it's dell thats the problem. They own alienware and dell uses cheap ### for every product.

S
S
sweety
, IN
Jan 11, 2009 5:11 am EST

Alienware is a waste of money.Everone should avoid purchasing it.
The customer care does not respond to calls.
The laptop we ordered have not been delivered, no one responds to the complains.
Beware of Alienware and its products

S
S
sweety
, IN
Jan 09, 2009 5:45 am EST

My husband .ordered a laptop...It was delivered very late and the people there don't agree to their late delivery. The laptop is sheer wastage of his money as it has many faults..basically it is faulty.I did not like there attitude and customer service..Do Not buy Alienware.It is wastage of money.

A
A
arun1
, IN
Jan 09, 2009 1:19 am EST

I had called the customer care..the people there don't respond.. I feel i have wasted my money...Am fed up...would be better if i purchased some other laptop...I hate Alienware.

A
A
arun1
, IN
Jan 06, 2009 10:52 pm EST

i agree about Alienware and have the same problems as above ...I bought a laptop a fortnight back... am having many problems, there are a few scratches and the system is not up to the mark. I am not happy with the laptop its horrible..will not recommend it to any one else

O
O
opsman
, MY
Dec 30, 2008 7:47 am EST

Alienware is a brand that me and my friends tend to avoid.
This brand sucks big time especially in our country of Taiwan.
It is so hard to reach them for complaint and this makes their international appeal so wrong and bogus.

ComplaintsBoard
V
11:32 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Alienware worthless product and warranty

In the fall of 2005 I spent $4200 for a cutting edge Alienware Laptop. Big mistake! Over 24 hours aggregate hours on the phone w/ tech support, a computer that has been out of service or in for repair for 1 of its 3 yrs of life, 2 new motherboards and a current problem that requires them to send me a USB Floppy Drive to reload windows (because the floppy drive I bought at my own expense (after the one they said they would send hadnt arrived after 7 days) they claim is the wrong "type"...tech guys at two local computer stores think this is a pile of bulls__t )because their miraculous re-spawn disc wont work! God, I could go on and on...if you want more you are free to email me...just dont buy alienware products! You have been warned!

Read full review of Alienware
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Alienware customer service

Phone number

+1 (305) 251-9797

Website

www.alienware.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Alienware?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Alienware Customer Service. Initial Alienware complaints should be directed to their team directly. You can find contact details for Alienware above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Alienware. Discuss the issues you have had with Alienware and work with their customer service team to find a resolution.