- Average user rating:
- My rating: 0 stars
Full user review
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1.0 stars
"Customer service is TERRIBLE!"
Pros: Don't know -- can't get a machine!
Cons: Don't know -- can't get a machine!
Summary: I've contemplated buying an Alienware notebook for some time, however, always held off because others have said they have issued with heat, noise and customer service. Recently I?ve read reviews that they've dealt with the heat and noise problems. But, from my own experience, they have done NOTHING to improve their customer service. I tried buying the 9750 notebook over 1.5 months ago because of its potential performance. On the day it was supposed to ship it was still listed as being in ?PRE-PRODUCTION?, yet I never received any emails or phone calls telling me why or when I could expect shipment. I specifically purchased the 9750 for a show I am doing on June 15th. After many calls to their customer service department (which is extremely painful given that it is near to impossible to understand them) I finally found out that the 9750 I had ordered would not ship ?til the 3rd week in June?at the earliest!!! The Alienware CS rep suggested that I order the 9700 which would be shipped to me by the 15th! I said I would think about it and hung up. After a few days of research I came back to their website and decided to order the 9700 ? even though it is NOT the machine I need to get ? simply because the CS rep AND their website both said that it would ship in time. Today I received an email saying that THAT system will not ship ?til the 15th because the hard drive is back ordered!! So I go to their website and see if there is another hard drive that would allow the system to be shipped sooner and find that while last week the ?Cyborg Green? chasis cost me $99, this week it is FREE!!
SO, to recap:
(1) I now will NOT have either of the computers I?ve ordered the 15th
(2) If I AM (somehow!) able to get the 9700 machine by the 15th, it will still NOT be the computer I really need AND I will be paying $99 for a color that they now offer for free
(3) I have spent almost two months WAITING for one of their systems and wasted valuable time talking with your not-so-nice CS people
(4) Tomorrow I have to call Alienware's CS department AGAIN and, I suspect, cancel my SECOND order
I had read a couple of negative reviews about Alienware's customer service. I should have believed them. For a system that was going to cost close to $5k, you'd think they could do a little better.
