- Average user rating:
- My rating: 0 stars
Full user review
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2 out of 2 people found this review helpful
0.5 stars
"Buyer beware - terrible support and returns policy (15% restock fee regardless of defective product)"
Pros: Machine appears a good buy. Excellent equipment level and options, attractive packaging and good performance reviews.
Cons: Abysmal returns policy, technical support request users to take machines apart to identify faults, company refuses contact with management
Summary: Dont just take my word for it, the Better Business Bureau gives Alienware an UNSATISFACTORY rating based on the complaints against the company. To quote "Consumer complaints allege upon ordering and receiving new computers they are found in operable and/or they become in operable shortly after delivery. Complaints also allege that the company refuses to exchange the product with another one or refund the consumer's money without charging a 15% restocking fee for the newly received inoperable computer. Other complaints allege that after sending the computer back to the Depot for repairs they receive it back in a the same non working order or that various drives or software are missing upon receipt from the Depot. Other complaints further state that customer service representatives at Alienware refuse to transfer or let them speak with supervisors or management to resolve issues."
This is exactly my experience. After a week of receiving the computer it is now unusable and doesnt even boot. Tech support asked me to dissassemble the computer to identify the faulty component. They refuse to allow me to return the product until the defective item can be identified. My only option is to cancel my order (possible in the 30 days after receipt) but only after loosing 15% for restocking and the cost of shipping and insurance. They dont waive costs even if their product is defective.
When the machine was working it was subject to sporadic system hanging and despite having a full sized keyboard has smaller than normal enter, ? and arrow keys making typing more difficult.
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