Want to pay top dollar for a brand new partially working gaming pc with a voided warranty? Or better yet, would you like to pay $4,000 do get kicked in the balls? oh yes please!!! Then Alienware is the company for you!
Some background...I've been building my own PC's for some time now until about two years ago when I decided to go with a fully pimped out Alienware gaming PC. I was at the point where I could afford to pay a boutique shop (at the time) to do it all for me with a warranty and the whole nine. My initial experience with them was average at best. My order took longer than expected and when it finally did arrive, it was missing the software disc containing all the drivers and the radiator for the liquid cooling system was mounted improperly. For the disc, which I absolutely needed since it contained the retail apps for my x-fi sound card, it took several support chats, a 6 dollar shipping fee, and 2 weeks to arrive at my door. As for the radiator, I was able to rig it properly using my past experiences in building my own over the years. Needless to say, a pretty rocky start. However, given all that, the machine itself has preformed decently for me over the past 2 years...enough so that I recommended them to a friend. Which brings me to today.
My friend ordered his $4,000+ rig just a few months ago online. The estimated delivery time was roughly 4 weeks, but it took over 6 weeks to arrive. And that was after server phone calls, getting a separate excuse each time to explain the delay....and no, their online order status system has not improved one bit over the two years, it literally stayed at the initial payment received phase for over a month. Now to the guts of the story. The computer arrived and my friend did a clean install of Vista Ultimate followed by all the accompanying drivers and applications that came on the Alienware system CD. During the first days of operation things just weren't working right, the sound wasn't working, the Alienware configured Nforce raid 0 array was notifying him of read and write errors, and the computer was randomly rebooting and/or blue screening. Now, given that I've been a windows user since 95, the very first thing you do in a case like this is to check and update all your drivers. And, as usual, nearly all of the drivers provided on the included cd had a new update available from their respective manufactures web sites. Including Nforce chipset drivers, Nvidia graphics drivers, new x-fi drivers, and even motherboard bios updates. Now, none of this is new to you if your a PC owner...to keep windows and especially games running in peak condition, we have to do the update rounds quite often. Ok...so all of that was done, and there still seemed to be something wrong. At that point, he was still receiving some read/write errors from the raid array and getting the less frequent random reboot. Now, given that all the software was as current as it could be, he turned to hardware as the possible culprit...specifically a memory module (4x1gb) or a bad hard drive (2x150gb raptor's) given the symptoms. As of this point in the story, my friend was about 45 days in and beyond the 30 day money back guarantee, but he really had nothing to worry about since he paid for the upgraded 3 year full boat warranty which would cover any hardware problem over the duration. So, he finally had no choice but to call up Alienware support, which was where it all went horribly, and almost criminally wrong. He proceeded to tell the support tech about all the trouble he had been having and what he had been doing in attempts to resolve the issue...then he gets to the part where he said that he upgraded the bios to the latest version, and the tech completely shuts down. "Sir, there is nothing I can do since you've upgraded your bios. You warranty is now void and we have you recorded saying that you did it" ... let me repeat that, His warranty was now VOID, his $300 cash upgraded 3 year warranty, is VOID, because he update the bios to the latest version!! Un-fucking believable to say the least...what gamer or pc enthusiast on the planet would not update his/her bios to get the latest fixes and features out of THE main component of the PC? To make things even worse, the tech even refused to help or provide support in any way after that...meaning that not only are they out to screw you out of your warranty, but they have no interest in even supporting their products or their customers, in or out of warranty. Not to mention that MY Alienware, that sits below me as I type this, was in fact never under warranty, since the very first thing I did when I got it was to update the chipset drivers and the motherboard bios. Thanks for nothing!
I'll tell you this Alienware, you've made a very motivated and relentless enemy here, since I've now made it my mission to tell as many people as I can about this outrageous and shocking experience. And I think it goes without saying, that neither I, my friend, or anyone we know, meet, speak to, wave at, point towards, or write about will not even consider buying an Alienware PC, Server, Notebook, Media Center, Monitor, Mouse Pad, Mug, T-Shirt, Sticker, Talking Yogurt Doll, or Flamethrower!