Alienware
Broken laptop after repairs

I am VERY unhappy with Alienware.

I ordered the Area-51 m17x laptop mid December, spent $3000 on a machine that would be a gamers dream. I was estimated a ship date of January 8th. I know it is just and estimate, but I didn't recieve it until the end of January. I was given about 10 different excuses to why my system wasn't ready. I heard excuses ranging from something broke on the assembly line to "I just don't know".

I finally get my laptop, turn it on, and notice the keyboard light are not working. I paid an additional $50 for the lights and I wanted them to work properly. After hours on the phone with tech support, I am told I need to send it in for repair. So, I sent it in the next day.

It was there for 2 and a half weeks. Anytime I called for a status update I was told off the wall things.in one day, I was told it would be 2 weeks until my laptop shipped, then later I was told it would be 6 weeks, then I was told they needed to order a part, then I was told it was still in diagnostics, I was told something different everytime.

I recieve my laptop back from service. It worked beautifully for an hour. Then the lights stopped working again and I noticed while on the phone with tech support, that my built in web cam was showing the image upside down. After another few hours on the phone with tech support, it was determined that they could do 2 things, either send me a replacement keyboard (which I would have to install myself thus voiding the warranty) or I could send it in for service again.

Needless to say, I am returning the laptop. It is not worth it. But, now they cannot assure me that I won't be charged the 15% restocking fee on a defective product. I will not pay that. I have owned this laptop for 7 weeks, and have only physically had it 2 days, and in those 2 days, all I have done is been on the phone with tech support.

I am very dissatisfied with their customer service agents, their tech support agents, their product, and the company as a whole. I work for a video game development company, and I constantly get asked for a reccomendation for gaming rigs, I will NOT be reccomending Alienware.

Company: Alienware
Country: USA
State: Florida
City: Miami
Address: 14591 SW 120th St
Phone: 8004943382

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