Jose Key West, Florida (1/10) I purchase a very expensive top of the market computer in 8/19. I paid $5330.08 with the following specs:
1 | MJ12
1 | area-51m 7700 5.3 grey 17" sxga w/cam
1 | p4 3.8ghz 670 2mb 800fsb lga775
2 | patriot 1gb ddr2 pc4200 so-dimm lead free
1 | mj-12m 7700 nvidia quadro fx go glm 1400 with 256mb module
2 | hitachi notebook 60gb 7200rpm hd
2 | area-51m 7700 8x dvd /-rw nec r2
1 | area-51m 7700 mini pci tv tuner
1 | w-nweb 802.11abg internal mini pci wireless adapter
1 | alienware mouse pad
1 | microsoft windows xp pro sp2 oem recovery cd
1 | microsoft windows xp pro coa
1 | symantec ghost corporate version 8 (license)
1 | alienautopsy: automated technical support request system
2 | cyberlink powerdvd 8 channel 7.1 xp
2 | nero express dvd with vision express sft bundle v6.0.0.16c
1 | owner identification card
1 | alienware mobile manual
1 | alienware respawn recovery kit
1 | 3-yr 24/7 warranty
1 | on-site warranty
1 | raid 0 striping 2 drives
1 | peripherals
1 | usb floppy drive
1 | sound blaster audigy 2 zs pcmcia
1 | Thank you for choosing Alienware.
Invoice History
08/19 $5,330.08
02/27 $26.75
07/18 $602.76
01/04 $607.28
05/18 $74.90
08/04 $18.33
08/14 $311.58
05/16 $356.20
12/13 $18.33
The above includes 3 year warranty on the system (I purchased the best warranty money can buy, and the best warranty they offered at the time)
I was told at the time that the computer was fully upgradable but a year later I call the company and I was told there was no upgrade for the video card. All the company was able to tell me how sorry they were for the inconvenience. Will I was able to live with that! This is not were my frustration began, it 11 months later after purchase, the motherboard broke and according to them it was my fault for mishandling the computer (I still dont know how this can happen). They claim that because they havent seen a pattern of failures in similar systems it was my fault and I had to pay for the repair.
After going back and forward with them I had no other choice than to pay for the damage or I would have a dead computer ($ 602.76 on 7/18). I was so upset that I followed a complaint with the Better Business Bureau.in 5/6 the computer brakes again they literary made me take the computer apart keyboard, video card, all compartment in general. I didnt feel comfortable doing this procedure they told that I had to performed it anyways. I then asked what could happen if I did something wrong. Can that void the warranty? They answer YES.
I keep repeating myself and even asked them what happened if the customer is a handicap? They responded in that case we take different measurements I found that highly Bias since I was counting on that great warranty I bought back then. The following is the repair invoice:
Invoice
2 | HITACHI 60GB 7200RPM PATA
1 | 8x dvd /-rw nec ad-5540a rev 1
1 | area-51 7700 (d900t)/aurora 7700 (d900k) keyboard english
The computer was send back to me working fine again except the number 1 key did not work, I didnt care much because I have a number pad and I was able to use the alt key for the exclamation point. On 12/13 the computer starts malfunctioning again. The PC screen will go black at different times. I ran so many test It was unbelievable, fan overheating and hard drive load test, video card test to mention a few. They did the same thing making me troubleshoot and disassemble the computer (keep in mind these procedures take anywhere from 1 to 3 hours) after the video card was removed I had to blow everything with dust cleaner and reassemble it. We didnt get anywhere and I was told to ship it to them. At this time I take advantage of the situation and told them about the problem with the number 1 key, will guess what they didnt believe me. The conversation lasted 45 minutes asking why I waited so long to report the problem, and the keyboard price is $18.33 I agreed to pay for it since the waste of time was more valuable to me the keyboard price. At this time their response was the keyboard is not available, I then ask when it will be. They responded no release date.
That same night I was told to ship the computer to them, so I did. I specifically mentioned to please take the necessary time they need it and that I didnt want the computer back until it was completely fix, and to call me so I can explained when the pc malfunctioned, which is when is touched or moved. At this time Im tracking it so I can call again when they have it in their possession. They told me they will pass the message to the techs working on it. The next day the PC is shipped back to me respamed, lost all the software and unfixed.
I called Alienware again on 1/06, working on the same problem sin 12/13. They said most likely the problem was in the video card and they were going to ship a new one so I can replace it, and if this didnt fix it they were going to have me ship it back to replace the motherboard.
Today is 1/10, I called Alienware at 11:00AM and they told me that I had too many problems and that I shouldnt have to be going thru it, and that the issue was going to be escalated to upper management and I should receive a call within the next 24-48 hours.
On 1/11 they call me back and offer to replace my pc with their new model Area-51 m9750 they didnt mention that the new one didnt have dual disc burners like the original did. I asked them if they could replace it with the original model that I bought and they said they dont make it anymore. I asked for a refund, if not can add some other upgrade to the system? The Customer Operations Manager said no.
My questions are:
I like to know if is too late to ask for a refund since they cant provide the same system?
I have exhausted all my negotiations, and I like to know if Computer Lemon Law applies to my case?
Is there anyone out there that has been thru a similar situation?
Please I need all the help I can get!
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