This company is very foul. Here is the letter I sent to Alienware in complaint. This letter was sent October 20th and the refund finally hit my account on November 8th. This is 3 months after my initial order and no computer.
To whom it may concern,
I would like to cancel the order stated in the subject line. The below letter explains why.
On August 15th I ordered an Alienware Desktop Computer (Order # 123308) to replace my home computer that ceased functioning a few days prior. I ordered an Alienware computer because I have heard good things from a number of people, but unfortunately I am yet to experience any of those good things to date. I shall explain:
As I said earlier, I originally ordered the computer on Aug 15th. After more than a month a computer was delivered to my home (approximately September 25th). I opened the computer, inspected the computer for visual damage, unpackaged, hooked it up and discarded the packaging. I didn't have a chance to do much more than that before I had to go to work.
When I get home from work that day I had a message from a lady in California, stating that I have her computer and she has mine. Mind you, I live in Maryland and our names are not similar in nature. I called her back the next day and after reviewing the computer's specs and looking over the invoice I saw that she was indeed correct. I had her invoice and her computer and random accessories of hers. We spoke and we both agreed to do what was necessary to make this process go smoothly.
The following day I get two phone calls and an e-mail from Adilia Aguilar, a customer service representative. I was at work and do not have access to my home line or cell phone. I did get this e-mail at work however. Below is the original e-mail dated 27 September. I work in a customer oriented environment and I know that considering the circumstances, this e-mail is highly unacceptable.
Dear Mr. L,
Please contact Alienware Customer Service Department at 1-866-287-6727
Option#3
Regards,
Adilia Aguilar
Customer Service
Alienware Corporation
Phone: 1-866-287-6727 Option3
Fax: 786.388.5701
alienware.com
This is when things start to go even more downhill. During my discussion with Adi, I was quite disappointed. At no point in this conversation did I get an apology on behalf of Alienware, or any type of consideration that a customer would get in this kind of situation. To this day Alienware has not stepped up to do so.
During my conversation with Adi, she told me what I had to do in order to return the product to Alienware. I asked one simple request and was denied. I asked for Alienware to send me shipping materials because I had thrown the original away. She put me on hold and when she came back she informed me that the warranty states that shipping materials would not be provided (as if I signed that in a contract or had knowledge prior to the event). This was the least Alienware could do given the situation. It was not as if I was sending it back to be serviced or anything like that. I was shipped the wrong computer that looked just like the one I ordered - Black with red coolant. So the assorted shipping materials ended up costing me an additional $23. Alienware did provide a shipping label. However, had I still had the original box, I still would have needed another shipping label to ship the accessories.
By the end of the conversation I felt as if I had done something wrong by receiving the wrong computer. I felt like Alienware was not overly concerned by the poor service it was providing to two customers who just spent $7,000 combined in merchandise and I still feel that way.
On October 4th, I finally had a chance to shift around my work hours so that I can ship the computer. On Friday, the 8th I got a phone call from Alienware. What occurred during that phone call was this, Mr. L, when will you be sending back the computer? I informed the rep (not Adi this time) that I sent it back that previous Monday and it should be there shortly.
On October 13th, I called Alienware because I had not been given a status update to this point (9 days after shipping the CPU and accessories), and in fact the only time Alienware HAS called me was to ask me when I was sending back the computer. On one or two occasions I received 2 or more phone calls on the same day to ask when I would be sending the computer back. None of them apologetic in nature, all asking the same question. So now I am being harassed for the computer (as if I stole it) and not yet once treated like a customer who has received poor service. So I have to resort to calling to find out what is going on. Normal customer service companies would update the customer every step of the way.
It really seems to me that Alienware has been more concerned with covering their behinds to be concerned over silly things like good courteous customer service. The result of my phone call to Alienware was "The computer is on site... It has been SINCE THE 8th!!!". They also told me that they were STILL working on my computer for shipping that was received from California probably around the 1st of October and it should be shipped out any day now. My computer should have been inspected, boxed, and labeled for shipping pending arrival of computer #2 by the 13th, not in the on-going inspection and we'll ship your computer any day now phase.
How long does it take to inspect a computer that was already built, loaded and never turned on by the customer? As soon as they inventoried the computer I sent back, my computer should have been shipped out immediately! Instead it's the 17th of October, the computer that rightfully belongs to me has been at Alienware for almost 3 weeks, the one I sent back has been on site for 10 days, and yet neither computer has been shipped out and I have no true idea of when it will be.
Why didn't I get a call on the 8th stating "Mr. L we received your computer, we will be shipping yours out on approximately such and such date"? At what point was Alienware going to give me that courtesy call to let me know? It was almost a week later from when you received the equipment to when I called about it. It is the 17th of October, more than two months after I ordered the computer and I am still without an Alienware computer. This is a far cry what I would expect when ordering a $2,000 piece of equipment from a company that boasts having "Grade A Customer Service". Not only am I tired of waiting, I had to go out and buy a computer because of how long this is taking.
I am very thick skinned and often do not let things bother me to the point where I have to complain about it.in fact, this is only the second time in my life I have complained to customer service. I think that really says something.
Honestly, none of this makes sense to me. The fact that Alienware has done nothing to rectify this issue other than providing 1 shipping label is very poor customer service. I did however receive a survey today asking me how I was enjoying my new computer. I wish I knew how the Alienware would have been, but my new non-Alienware is doing just fine. I really hope that this is not the normal way of doing things.
In closing, please cancel this order, and charge me for what I have in my possession which includes the following:
Biometrics: Targus DEFCON AuthenticatorT
Alienware Gear: Alienware Clear Acrylic and Stainless Steel Tumbler
Power Protection: Belkin Universal UPS 1200VA (670W Capacity)
Cable Management: Alienware Cable Management System
I will send the below back if necessary:
Free Alienware T-Shirt: Free Alienware T-Shirt - Black
Free Alienware Mousepad: Free Alienware Mousepad
Sincerely,
Michael L
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