When my system arrived, 2-weeks late, I was busy with Christmas and dealing with an illness requiring surgery. Customers are allowed two weeks to complain about incorrect shipping. When I finally examined my shipment, 1-day after the above grace period, I discovered that the box that should have contained the system speakers was instead a Logitech Cordless Laser mouse. I never ordered this mouse. I immediately called to seek correction and was told that because I was one day late in contacting Alienware, they were not going to do anything about it regardless of my personal circumstances. I asked to speak to a supervisor and was put in contact with Jake, agent ID 18187. Jake agreed that something may have happened in shipping since the mouse and speakers were both Logitech products. Further, he stated he would launch an investigation and if I didn’t hear back from them by January 5, 2007, that I should call him back. I was not contacted by the 5th, so I called and Jake would not speak to me. Instead he had a subordinate restate the grace period policy to me. I then asked to speak to Jake’s boss, a woman named Michel. All she did was restate policy to me.

My opinions are as follows:

1. Alienware’s concern for their customer ceases after they receive payment.
2. Alienware does not value their customers.
3. Alienware does not value your return business.
4. Alienware has stolen $410, the price of the speakers, from me.
5. Never use Alienware credit because you can’t place the charge into dispute.
6. It is likely that they discovered the shipping error and elected not to correct it.

All they needed to do is acknowledge that bad things happen to their customers sometimes, and that they care and will resolve the issue.