"Paid $550 to talk to Alienware support for a month"1.0 starson by fielder257
Pros: Large screen, very nice keyboard
Cons: System shipped defective, low usefulness/time ratio when contacting Alienware
Summary: I was very excited to fire up the new Alienware laptop I'd splurged on. Nearly two weeks after the initial order was placed, it arrived.
Unfortunately, from the start I had problems with it hanging during the boot sequence and in-game crashes to desktop.
AW Tech and Customer service reps were uniformly nice and polite during numerous calls...but unable to provide any constructive help.
After twice rebuilding the system (software) according to AW instructions, I thought it prudent to return the machine while I could.
An AW rep convinced me to ship the machine to AW for repair. Nearly four weeks later, I'd been told it had a short in the motherboard and that the hard drive would be replaced. But there was no solid date when this would be complete. Frustrated and disappointed, I initiated the return process. Unfortunately, I now have to wait for the repair to finish before the return can be completed. So I'll (optimistically) have a 6-week period where I have neither a gaming rig nor my money.
I'll wind up out the restocking fee (over $500) and have spent more time on the phone with AW over the last 1.5 months than actually using the system.
The AW rep stated that my experience was a rare one. Perhaps, but I won't risk repeating it with AW.