Alienware
Components for M7700 no longer manufactured and notebook cannot be repaired

I find it totally irresponsible for a company to be unable to provide support for a 3 year old computer. I purchased an Area 51 M7700 on 7-22-05. Last year, the keyboard failed and I spoke with customer service. I was quickly told that my computer was not under warranty and I would have to pay for support or purchase a support agreement plan; I purchased the plan and I purchased a new keyboard, as was told by the CS rep that this was likely the issue; it wasn't and the keyboard still does not work. However, I used an external keyboard and was able to use the notebook; not the best solution, but living in Germany (supporting the US Army) there was no easy way to send the computer back for repair.

Now, the monitor has failed, not sure if it's the video card or the actual monitor though. I don't have the correct type of cable to connect to my current desktop monitor so cannot verify which is the failed component. But, regardless of which it is, the CS rep (Johnny) told me that neither part is made anymore and my M7700 cannot be repaired and that I should look on eBay to find the parts. Oh, and Johnny was also quick to point out that the computer was not under warranty; I had to tell him I had purchased the extended support.

I am absolutely astonished that Alienware would simply twilight a product and discontinue parts/repair support. If consumers had a 3 year old car and were told they needed to go to eBay to find parts as the manufacturer no longer supported, there would be massive lawsuits. I am in no way threatening a lawsuit, but I can assure you that I will not be buying an Alienware again and I will not recommend to anyone looking for a serious notebook.

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

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