Alienware
Deffective brand new laptop, 15% restock fee

I would also like to know how this moron can say my unit just arrived at the repair facility on 1/07 when clearly below it was even stated the unit arrived on "Mr. Heiland's system arrived at our repair facilities on 12/27/07." These people are nothing more than conartist OF COURSE I DELCINED TO RETURN MY DEFECTIVE UNIT AND PAY 15% RESTOCKING FEE THAT IS ALMOST 500$. UNTIL THEY RESPOND ON HERE OFFERING A FULL REFUND I WILL NO LONGER RESPOND TO THEM BY PHONE AS THEY ARE DOING NOTHING MORE THAN TRYING TO USE THAT AS A MEANS TO JUSTIFY THEY ACTIONS.

01/10 more info received from the consumer i need to know how a laptop that is still not in my possession can be considered no longer under their warranty it is still in a repair facility and i call daily for a update on the repair and every single time i am told they have no updated status! I need to know who is responding in such a retarded manner be i will be seeking legal action if they do not do a complete refund.

01/10 Consumer rejects business' final offer (The consumer indicated he/she DID NOT accept the response from the business.)
THESE IDIOTS DELIBERATELY SENT MY UNIT TO THE WRONG FACILITY I SENT MY UNIT IN AS SOON AS I HAD PROBLEMS WITH IT AND THEY HAVE HAD IT NOW FOR ALMOST A ENTIRE MONTH DOING REPAIRS!

01/09 Forward Final Response to Consumer CLT. Cf. Rtf

01/08 Received Business' Rebuttal Response RE: Mr. Heiland
Case # 9011599

Dear Mr. Blessing,

This is to inform you that Alienware Corp has received your letter regarding the complaint from Mr. Heiland. Thank you for making us aware of his concerns.

Unfortunately, a refund is not an option due to the fact that Mr. Heiland received the unit on 12/11 and is outside of our 30-day money back guarantee.

To view a copy of the aforementioned document, please click on the following link:
http://www.alienware.com/sub_pages/warranty. Aspx

Mr. Heiland's system arrived at our repair facilities on 1/7.

On 1/7 Mr. Heiland informed Alienware that he no longer wishes to cancel his system.

Please advise Mr. Heiland to contact our Customer Service Department at 1.866.287.6727 should he have any questions or concerns.

Thank you for your assistance in this matter, and again, we truly regret any inconvenience or frustration that this issue has caused. We value Mr. Heiland as our customer, and his satisfaction is very important to us.

Feel free to contact us if we can be of further assistance on this matter.

Sincerely,

Alienware Corporation
14591 SW 120th Street
Office: 305.251.9797
Fax: 786.388.5710
www.alienware.com

01/02 More info received from the consumer I RECIEVED A EMAIL TODAY WITH THIS TRACKING INFO
http://www.fedex.com/Tracking? Submit_type=insightsurvey&tracknumbers=933876172461&cntry_code=us&clientype=ivshpalrt&language=english&

Contacted alienware today and they said they gave me the wrong shipping labels and now have to send my laptop to texas! This has to be the absolute proof that these people are truly messing with me and think this is a big joke.

12/31 More info received from the consumer Unit has been in the repair facility for 3 days now and they still have not begun the repair process.

12/28 More info received from the consumer When I sent the laptop in for repairs I was told they would take no longer than 2 business days because Eddy Santiago Sanchez Mora in cancelations said I would be upgraded to a VIP repair service. Tech agents have no record of this and I was told it would not be done any sooner than 1 week. Part of this purchase is financed through their Titanium account service and at this point its very hard not to believe that they are doing nothing more than delay this process so that they can begin billing and charging finance charges.

12/28 Forward Consumer Rebuttal to Business BLT. Cf. Rtf

Complaint Response Date bumped because: Holiday

12/28 BBB Reviews Consumer Rebuttal to Business Response (The consumer indicated he/she DID NOT accept the response from the business.)
This is still not what was requested, being forced to send a unit in for repairs, to get any answer what so ever is not acceptable. The unit is now in their hands and I was even forced not to send in items such as the battery and ac adapter. Doing so now practically forces me to wait till the laptop is returned and send it in again. A simple solution is to now send a shipping label for the remaining accessories and doing a complete refund. I have already made several attempts to contact Alienwares tech support to find out the status of my repairs with no success. I'm simply asking for a refund at this point instead of them dragging this out further.

12/27 Forward Business response to Consumer CLT. Cf. Rtf

12/27 Receive Business Response RE: Mr. Heiland
Case # 9011599

Dear Mr. Blessing,

This is to inform you that Alienware Corp has received your letter regarding the complaint from Mr. Heiland. Thank you for making us aware of hisconcerns.

On 12/20/07 Mr. Heiland was contacted and offered to send his system to our repair facilities.

Mr. Heiland proceeded to accept the offer and was
provided with a return label.

Mr. Heiland's system arrived at our repair facilities on 12/27/07.

Please advise Mr. Heiland to contact our Customer
Service Department at 1.866.287.6727 should he have any questions or concerns.

Thank you for your assistance in this matter, and
again, we truly regret any inconvenience or frustration that this issue has caused. We value Mr. Heiland as our customer, and his satisfaction is very important to us.

Feel free to contact us if we can be of further
assistance on this matter.

Sincerely,

Alienware Corporation
14591 SW 120th Street
Office: 305.251.9797
Fax: 786.388.5710
www.alienware.com

12/20 Notify Business of Dispute

Complaint Response Date bumped because: Holiday
12/20 Send Acknowledgement to Consumer
12/20 Case Reviewed by BBB
12/19 More info received from the consumer Order number is 359826
12/19 Case Received by BBB

Ordered Alienware laptop 12/4 recieved 12/13 defective. Did not open till 12/15 and discovered LCD display was defective. Submitted problem to alienware 12/17 Reference #071217-002027. Alienware was unable to fix problem over phone, suggested I send in for repairs. Told them I could use a external monitor for work and send in at the end of the month. On 12/19 laptop began overheating, alienware was unable to assist at all and required yet again that I send the unit in Reference # 071219-001450. Was told their would be a 15% restocking fee for a defective unit?

ADDITIONAL DETAILS:
Account Number: 429590
Order Number: 359826

Company: Alienware
Country: USA
State: Florida
City: Miami
Address: 14591 SW 120 St
Phone: 8002543692

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