Customer Service?
No doubt there is at least one good hard working person at Alienware that understands the value of the customer. No doubt that person or those people are frustrated when they read a negative review and their positive efforts go for not. To those people I offer my apologies. However, I did not meet anyone that tried to put an end to the snowballing nightmare that has me saying with all honesty that my Alienware experience, has been the worst customer service experience ever.
To the pro customer positive people at Alienware, I know your frustration. I worked for many years to reach the Airlines. When I reached my goal, I was amazed at how clueless many of the groups were on taking care of the customer. Everyone was crying and whining about how the other group was trying to hurt them and how they could hurt them first. Not too many cared about the collateral damage to the customers; some were down right hostile about "those dam people". BTW: those "people" are the ones that pay our salaries and like one of the guys I currently fly with said, "Customer Service should be called Job Security."
Now fortunately for me the clouds parted and I was hired by an airline that understands the value of the customer. Sometimes I do get nervous that we are a little to concerned with becoming a "Major" when I would prefer to be known as "a company that takes care of it's customers & crew, oh by the way, we also fly airplanes". But today, tomorrow and as far as I can see into the future, I am proud to be allowed to work with such amazing pro-customer people.
The empathy starts with the person that is being PAID by the person that is spending their hard earned money.
Come over to the Dark Side
My experience with Alienware cast a very dark shadow. I will try to stay to the facts and not let personality or passion creep in, however customer service is a personal issue and when I do start on a rant I will be sure to throw in the disclaimer of "In My Opinion"
Some Stats:
- Total Emails: 70 - I had to create a new 'Alienware' folder just to handle my emails that I sent and received - I would CC emails that I sent as additional proof that I did send an email, because days would pass with no response.
- Days from Pressing Buy Button till Full Order Arrived & Booted up: 55 DAYS
- Productivity Lost: hard to calculate - estimate: 50 hours
- One[1] dropped trip
Fact: I ordered the system 9/22/05 -12:23PM
Fact: 9/22/05 - About 5 minutes after I press the buy button: Received a phone call from the credit card folks (not Alienware itself but the company they used for their credit card - I wanted to use the Alienware Card to take advantage of their 6 months same as cash.)
In My Opinion: the folks at AGF (www.aigdirect.com) were professional and to the point. However when the ball went back to Alienware the process dropped to a crawl. I made about 3 phone calls over the span of a week all of which didn't answer my question of what was the status. Finally after a week, I called and one woman stated they would have to mail me an application which I had to sign. This was something that I was told in an email from AGF that arrived just moments after my phone call conversation with them. I am not sure what wires got crossed with Alienware. A few days later I got a handwritten addressed envelope asking for a photo copy of my driver's license.
The hand written envelope makes me think the woman that I spoke to last, was the one that took the steps required, to get the process started. I thank her personally, it would be interesting to see how long it would have taken to recieve the card if I had not made the phone calls.
October 3 2005:
The card is approved and the system is due to be built.
October 6 2005:
Email received stating backorder on Hard Drive and video cards. (The Video Cards had a warning that the order might be delayed when I bought it. The Hard Drive did not.
October 7 2005:
Sent email (2:30PM) asking when I could expect backorder items. Received email 3:35PM (good response time) - email stated items due next Monday but not guaranteed.
October 11 2005:
Email received - system in production
October 14 2005:
Email received - same email stating - system in production - hmmmmm.
IN MY Opinion: the PHASE Page danced around like a bingo ball. PHASE 4,… PHASE 2 … Do not watch this closely, it is not worth the stress. After a few weeks just call and ask the status. It seems like then they move. Because I called and the woman said it would be shipping within a few days.
October 20 2005:
FedEx email pre-shipment notification
Delivery Date on Tracking October 25, 2005. I dropped a trip in order to be around for delivery. Nothing on 25th. I check tracking again. Now says attempt made the Saturday before. I was around all day and I know that no one came. We have monitors that let us know when anyone is coming up the driveway. Also says that an attempt was made that day the 25th, no one came. Monitor never recorded anything, dog didn't freak out. It snowed that morning too and there were no additional tire tracks.
October 26, 2005:
Computer shows up with a hole in the side of the box. It looked like the corner of another box banged into it. About a 4in. triangle hole.
Now here is the fun part. I need to pick up my young daughter in about 10 mins. This computer just shows up that I have been waiting forever for… the driver calls his boss as soon as he sees my face. (This is FedEx ground which is a contract carrier for FedEx.) I am told that they got approval from Alienware to inspect the unit and everything was OK. I need to get my daughter and I do not have the time to mess around so I take the man's word.
As I wait for my daughter, I start to think about the $6000 and getting an 'everything will be OK'…. I call Alienware and I asked if they gave approval to open the box. The guy on the phone says no they did not and to ship everything back.
I receive an email later that day with an RMA for just the PC. I called back and explain the shape of the Monitor and the Speakers, and that I would be willing to accept them. I am told by Alienware that it is best to ship everything back, just in case. I am emailed two more RMAs. The small box with Linksys wireless router, extender and BF2 game was in perfect shape(the box) and we decided it would be OK for me to keep that one.
Turns out the router will not work correctly. (more on that later) and the game screws up on the new computer - it is either the game or the pc. I have the same game (bought two games, I am no pirate) on my older Gateway Gaming Machine and it does not cause me any problems.
October 27 2005:
FedEx shows up and picks up the PC, Monitor and Speakers. I emailed Alienware with an update of the problem to date.
(FedEx calls me and tells me they do have the right to inspect the box. What I get from this conversation is to make sure you inspect the seal before you sign for the box. If the seal is damage or looks open, do NOT accept the box. Alienware uses a dark tape to seal the box - my recommendation is that they switch and use a tamper resistant logo tape.)
October 31 2005:
I get a response from an Alienware Critical Issues Agent (CIA - isn't that clever? Note: nothing about customer service in that title) the email tells me that the President of Alienware asked her to write me; they apologized and they will 'do everything in their power to make things right'
I write back and say; well I spent $6000 on this. I do not like the idea of it traveling up and down the east coast 3 times and twice with a whole in the side of the box. I did not open the box, so I think it is reasonable to get a new unit from Alienware, rather than a repaired unit. I make do without a lot of things, so that the stuff I do buy, I get the top of the line. Again $6000, I expect a flawless experience and a perfect machine. Also I didn't want to waste days waiting on the old unit to reach them, for them to start to build a new system. (I had concerns they would just switch boxes and send the old one back to me claiming it was new)
THE CIA writes back:
"I understand your concerns in regards to the stability of the unit. Therefore, we will proceed to build you a new system. … 2nd day shipping (I had asked for overnight) because overnight are not treated with the level of care which we would hope for."
Unlike how well the ground shipping is??? But I am happy that it looks like they know how to treat the customer.
November 2 2005:
I get an email from the Alienware Depot that an REPAIR ORDER has been place on my system. (REPAIR ORDER!!!!) I am not home when this email comes in.
November 3 2005 9:11am:
I write back asking why I was lied to about having a new system built for me? I tell them I have zero faith in Alienware and to cancel my order. I spell out what I wanted. Cancel the order, issue RMA, and Cancel the Alienware Card.
November 4 2005 9:40am
Another email is sent asking why I did not get a response to my question?
November 4 2005 10:47am
Email back from Critical Issues Agent
"Upper Management determined that there was nothing wrong with the unit you shipped in. As such, the option of a new system was declined. … if you opt to cancel a 15% restocking fee will apply"
*** THIS IS VERY IMPORTANT TO REMEMBER - UPPER MANAGEMENT DETERMINED THAT THERE WAS NOTHING WRONG WITH THE UNIT. ***
November 4 2005 11:43am
I write back that I will not pay a restocking fee and if they insist on charging me to ship the now 100% operational unit (that upper management had already determined there was nothing wrong with) and the 100% operational speakers and 100% monitor back to me via 2nd day FedEx as promised and I expect to get tracking info that day. OH and BTW: since it was determined that there was nothing wrong with the unit… I will be contacting FedEx to see if a damage claim was submitted.
(The reason I wrote the part about contacting FedEx was that I was wondering is something hokey was going on with false claims being submitted at FedEx's expense. Taking advantage of the customer and FedEx. I wanted to see if this was the case - You decide on the next response(s))
November 4 2005 3:47pm
Email back from Critical Issues Agent "We did notice a few nicks and scratches on the case … and to ensure the physical condition … we will replace the case on the machine. … will ship via 2nd delivery, on Monday, November 7th 2005."
Hmmmmm I thought that "Upper Management determined that there was nothing wrong with the unit you shipped in. As such, the option of a new system was declined."
November 7 2005:
Day I was told that the system would ship - Nothing. No emails, nothing ships.
I write at 7:26PM that day, stating I was not surprised, that I did not receive tracking information on the shipping as promised.
November 8 2005 2:42pm:
Get email from FedEx that ONE item is being shipped.
November 8 2005 3:10pm:
Email from Alienware Insider (email ad) asking me to buy the new Alienware Notebooks - HA HA HA… hhhhhhhooooooooooooooooo… eeeewweeeee. Oh yeah sign me up!
November 8 2005 10:17 pm:
I write asking why I only see ONE item being shipped. Where are the speakers and the monitor that upper management had determined, 4 days earlier, had nothing wrong?"
November 9 2005 2:02pm
I write asking why I have not received a response yet on status of speakers & monitor.
November 9 2005 5:10pm
Getting agitated I have not received a response, I post an email to corporate support.
November 9 2005 6:03pm
I post update on Alienware Sales Support thread asking for status of speakers and the monitor.
November 10 2005
Nothing no response
November 10 2005 in am
Called the CIA direct number - left message - no response
November 10 2005 in 1:21pm
Called the CIA direct number - left message - no response
November 10 2005 in 3:00pm
Called the CIA direct number - left message - no response
3:03pm called customer support told corporate account and transferred. Corporate support tells me not a corporate account but they will see what they can find out. Unable to reach the CIA person but this is 'as high up as it gets' and she is the only one to help. I ask to have a message left for her.
November 11 2005 8:41am
I wrote sales and president @alienware.com and ask status of speakers and monitor. Also explained experience to date.
November 11 2005 10:55am
I email feedback@alienware.com asking if it was the policy not to responds to emails and phone calls.
November 11 2005 12:41pm
Finally get an email back from the CIA… told "due to pending FedEx claim, the shipment of your speakers & monitor was delayed. However they will be shipping out today via 2-day delivery"
I ask if it will be a new monitor and speakers.
CIA Reply at 2:06pm
It will be the same monitor and speakers. It was determined that there was no damage to monitor or speakers.
My reply
I write back asking if it is the same monitor and speakers that are 100% operational why the long wait and pending FedEx Claim?
CIA Reply 4:28pm
Since a shipping issue, FedEx had to get involved and the monitor was fine but NOW the speakers were scratched and I need a new set of speakers.
(So FedEx finds problems with the computer stuff that I was told earlier by Alienware that there was no damage - perhaps I will call FedEx for tech support too?)
November 14 2005, 12:50PM
I write CIA asking why I didn't receive tracking information on the monitor and speaker that was DUE TO SHIP back on the November 11th
November 14 2005, 4:30PM
I get email from FedEx that ONE item as shipped… I am not sure which and at this point, I have switched into - let see just how bad this is going to get. Alienware has me to the point were I simply have given up. I expect nothing, literally.
November 15 2005, 4:18PM
I get another FedEx email that another item has shipped but this one is shipping via OVERNIGHT delivery. Wow!!! To bad at this point Alienware would have to ship it via "Back In Time" Delivery to impress me and it also contradicts the statement I was given earlier about OVERNIGHT delivery not being very safe.
November 16 2005, 1:08PM
Finally the entire order has arrived. Later that afternoon, I boot it all up.
FINALLY THE HARDWARE REVIEW
(Still with me??? Or have you punched out by now ;) )
Aurora™ 7500
Processor: AMD Athlon™ 64 FX-57 with HyperTransport Technology
Operating System: Microsoft® Windows® XP Professional with Service Pack 2
Warranty: 1-Year AlienCare Toll-Free 24/7 Phone Support with Onsite Service
Power Supply: PC Power & Cooling 510 Express 650 Watt peak power
Chassis: Alienware® Full-Tower Case
Chassis Upgrades: Alienware® Liquid Cooling with AlienIce™ 2.0 Video Cooling System
Motherboard: Alienware® nForce™4 SLI™ Chipset Motherboard PCI Express
Graphics Processor: Dual NVIDIA® GeForce™ 7800 GTX KO ACS PCI-E 256MB DDR3 with SLI
Memory: 2GB Ultra Low Latency DDR PC-3200 SDRAM at 333MHz - 4 x 512MB
System Drive: Extreme Performance
- Serial ATA RAID 0 - 500GB (250GB x 2) Serial ATA 7,200 RPM w/16MB Cache
Primary CD ROM/DVD ROM: 16x DVD-ROM Drive with Software DVD Decoder
Sound Card: Creative Sound Blaster® Audigy® 2 ZS
- High Definition 7.1 Surround Firewire (IEEE® 1394)
Floppy Drive: 3.5" 1.44 MB Floppy Disk Drive - Black
Network Connection: Integrated High Performance Gigabit Ethernet
AlienRespawn: Alienware® Respawn Recovery Kit
Monitor: Samsung SyncMaster 1100DF 21" CRT Display - Black
Keyboard: Free Alienware® Microsoft® Multimedia Keyboard
Mouse: Free Alienware® Microsoft® Mouse
Speakers: Creative GigaWorks™ THX® S750 - 7.1 700-Watt Speakers
Networking : Linksys® Dual-Band Wireless A+G Broadband Router
Networking : Linksys® WRE54G Wireless-G Range Expander
Alienware Exclusive Offers: 10% off your next EB Games online purchase
Games: Battlefield 2
Cable Management: Alienware® Cable Management System
Free Alienware Mousepad: Free Alienware® Mousepad
Desktop Enhancements: Exclusive AlienGUIse Theme Manager
AlienInspection: AlienInspection - Exclusive Integration and Inspection
AlienWiring: AlienWiring - Exclusive Internal Wire Management
I have only had the system for a few days. So my experience with the system is limited.
Game Play Resolutions
I have loaded Quake 4, Battlefield 2 and Half Life 2. I can run the settings of each of these games at the maximum resolutions and maximum details. At these setting the games are playable with a slightly noticeable flutter or delay. If I back off the resolutions, the delay goes away and the details are very very nice. This is with the Dual NVIDIA GeForce 7800 GTX KO 256MB DDR3 with SLI.
Sounds:
The Creative Sound Blaster Audigy 2 ZS High Def. 7.1 Surround Firewire with the Creative GigaWorks THX S570 7.1 700-watt Speaker system is a dream. I have always been a fan of Creative labs and I think sound is nearly important as display in first person shooters. It is amazing to be in a fire fight in Half-Life 2 and hear the bullets hitting the wall behind you. Or running down the road in Battlefield 2 and hear the roar of a F-16 come screaming in from the left and out to the right. I am really impressed with the speakers and it might warrant their own review.
OTHER SOUNDS:
On the Alienware website I researched their liquid cooling. I got the Alienware Liquid Cooling with AlienIce 2.0 Video Cooling System because the ad compared Decibel Ratings of a 'whisper' at 30db, an 'Alienware PC with LiquidCooling' at 35db, the buzz of a mosquito at 40db and normal conversation at 50db.
Now I don't walk around with a sound meter but I know what a mosquito sounds like and to say that this system is quieter than a mosquito must mean that, that mosquito is chewing on your inner ear drum. The Alienware PC I have is not quite at all. In fact it is LOUD. It is the loudest PC, I currently own.
I have 4 PCs in the gaming room. A Gateway, which was the gaming machine that was replace by the new Alienware, A Dell which was the gaming machine before the Gateway and a HP Compaq laptop. With 3 of them running, when I boot the Alienware up it over powers the noise of all 3 of those systems combined. I also have a Sony Viao upstairs in our quite room. It is absolutely silent, if it wasn't for the displays being on, you would not know it was running. That is what I was thinking the Alienware LiquidCooling would be like and it is NOT.
I did read customer complaints about this and I was sort of expecting it, so it came as no surprise but I was amazed just how loud it was when compared to my older computers without liquid cooling. I have also read later Alienware defend this by saying with the 650 watt power supply make the system loud. But the LiquidCooling Ad makes no mention of this, all it says on the Ad is "Alienware PC with LiquidCooling" and there is/was no other option to choose another power supply. There is a Chassis Upgrades and I picked the recommended more expense one, figuring that was the quietest.
Monitor
When I opened the Monitor box the packing was cracked. As if when they opened the box to see if it was still working, they cracked the packing pulling it out. When I play Battlefield 2 or have Windows running the screen flickers or shutters. Sometimes this is very pronounced, sometimes just slightly. On the Gateway, with a Dell monitor, I do not have this problem. Increasing the refresh rate helps a little but it is still there. I am not sure if it is the monitor or the machine.
I bought the Samsung SyncMaster 1100DF 21", I guess because I didn't spend more time researching it, I was very disappointed to learn that this monitor does not support a digital connection. Alienware did provided converters but I wanted a high end machine and this is just another issue, with the purchase. Again, I can't fault Alienware on this because I just didn't research it enough, but a noticeable note or icon would have been nice to point this out.
SYSTEM
I am extremely nervous of the possibility of a problem. I am nervous because I might have to deal with tech support. I am fearful that I will be faced with the same attitudes and problems. I pray that if I do have a problem, the "Tech Support Part" of Alienware, is better at dealing with the customers.
I have had two 'crashes' since getting the computer just a few days ago. Having the Blue Screen of Death pop up is a bit scary with this 'new' system. While I am willing to accept the NFS is a demo and may have issues. I have been playing Battlefield 2 on the Gateway machine for weeks now with no such problem. Also when a new map starts on the Alienware, I am kicked from the server with a message about modified content. (I have not modified anything and again, I get no such message on the Gateway machine.)
Summary
The reason I ordered from Alienware was that they offered a processor and video card that Dell & Gateway did not. Dell did have a sweet deal on a LCD widescreen. Dell's LCD with PC, was still cheaper than the Alienware. But I feel the technology on the LCDs are not up to the high end gaming that I will be doing. The Falcon Northwest system I priced was very expensive. Later I learned that, I screwed up and priced a higher end computer case, something that I am not interested in. I am only interested in the guts of a machine. Put it in a cardboard box for all I care, it is only going to sit under my desk, not as a hood ornament on my truck.
My experience with Alienware easily has me telling others that I will never consider buying another Alienware and warning friends and co-workers to be sure to research Alienware before buying. Alienware will have to get their act together for the sake of the company's future and the sake of those positive pro customer people that must be in there somewhere. If you do find yourself buying a machine from Alienware be sure to document everything. If you run into a problem, use emails rather than phone calls. Post your issues on places that are willing to listen. A Google search with the term "Alienware Problems" is a good place to start.
I will keep this updated on the system performance. Like I said I have already have had 2 blue screen crashes, the monitor flutters and the fans are loud. Those issues aside assume, no news posted is good news.
11/26/2005 - In Battlefield 2: SF - the game will start to flicker to the point it is not viewable. I have to restart the system. (again the Gateway gaming machine that I have - that is 2 years old does not have this problem)
Linksys Wireless Router: The wireless router that I bought through Alienware does not work. I called Linksys and was very happy with their customer & tech support. After running some test with LinkSys Tech Support and determining that I needed a new unit. They asked if I could ship it back to the place that I bought it. I explained my current experience with Alienware and I would rather, if they could step up and handle it. They agreed and shipped me a replacement. The new unit did not fix my problem. I believe it is an issue with Verizon Westell 2200 and Linksys. I am very pleased with the help that Linksys supplied but I was unable to get it to work. I have a Belkin that does work and will just update my Belkin wireless network. As for the unit and my $$$, I think it will cost me more time & money trying to deal with Alienware on this issue, so I will post a disclaimer and sell it on Ebay.
12/12/2005 - REBATE?- With all the problems I nearly forgot about the 'FREE SHIPPING' rebate that I was due. Turns out that it only covered part of the shipping ($100) and that it will take "ready for this" up to and possibly over 6 months to process. I can't complain because I didn't read the fine print on the 'FREE SHIPPING' ad - silly me. I sent rebate out today. I will update this when / if I get it.
12/27/2005 - Warranty Increase Request - I booted up the machine and it made a weird noise, like a bearing of a fan was going bad. I am very fearful this thing will have big problems down the road. I sent an email to customer support requesting that since they will not let me return the unit without a restock fee, that with all my problems & cost to date, at the very least, they up my warranty. I will post the response or 'lack there of' here.
UPDATE: 12/29/2005 - RE: Warranty Increase Request - Received Phone Call from Alienware Tech. They wanted to talk about the blue screen issues I had (they left a message on the answering machine). I was on a trip and not home. They called back a second time and I was not back yet(spoke to our Sandie). Alienware did NOT answer my question about extending the warranty, yet.I am not too interested to talk to tech at this point because I am sure they will just have me install drivers (something that I have already done) and hours of troubleshooting. Don’t you think a brand new $6000.00 machines that was ‘quality tested’ before it shipped should have latest drivers… and be able to play the latest games without problem? Like my ‘old’ gateway does. I give Alienware points for actually calling me twice. (but it did take two days from my email – and if I was someone that didn’t know how to update drivers or cure problems on my own – two days is a LONG time to look at a blue screen after paying that much for a machine.)
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