I bought a computer from Alienware for more than $3200 + extended warranty. Within a week it started crashing for no obvious reason. The support people were useless. They were waisting an unlimited amount of my time in the process. Alienware wanted me to ship the computer to them for fixing but would not say how long it will take for them to fix it. To return the machine I would need to pay a 15% restocking fee, a pretty big number considering my initial price. To make the long story short, it was a big waste of money, time, and resources. More expensive obviously doesn't mean better.

Don't fall for Alienware products. Beside being overpriced they do not honor their service commitments. If anything goes wrong with the product (made in China btw) you will have to ship it somewhere to contracted facility. I am still waiting for my computer (almost a month) to be fixed. I cannot even reach ANYONE to tell whenre my computer is and when it is going to be serviced. There was an issue with functionality of built in camera. I sent the computer for repair and received it back untouched. Not fixed. They did not even open the computer to check it out. After some fighting ovr the phone with their support people I got another return autorization number and sent my computer abck again. I never heard back from anyone since. i do not know what status of the repair is and nobody is able to tell me even where my computer is. It will soon be a month since my first reqyest. Still waiting...

My husband and I bought a refurbished laptop computer on April 10, 2008 and when we received the computer it did not work.We bought this computer for $1033.98 through EBay Alienware Outlet Store.I now believe that we received a computer which had been returned to them broken and was then roughly patched up and passed on to us.I called their technical support on eight separate occasions and spent at least eight hours on the phone trying to get the computer working.Their best solution was to have me, a person with no computer experience, take the computer completely apart and try to fix the problems.Technical support had me remove the hard drive, install all drivers, take the keyboard off, and remove and replace almost every essential component of the computer.When I repeatedly asked to send in the computer for repair they refused and instead had me (again) remove the hard drive and mail it in.They then sent me a “new” one.What we received several weeks later was password protected for some other person’s user profile with no password. I called them again and again their best answer was to have me take apart my computer and re-install all the drivers.The warranty is now expired, but the computer still does not work. I had asked on several occasions, within my warranty, for them to take the computer back and fix the unit properly.Alienware refused. We now believe this was done intentionally to cause the 90 day warranty to expire thus requiring us to pay for the parts.We had saved for a year to buy this computer.All we want is that which was promised to us when we purchased the machine, a working computer.We have called Alienware and asked them to please take it back and repair the unit.They refuse unless we pay for all the repairs. We took the computer to Falcon Computers here in Waimea to see if they could fix it.The technician looked at it and immediately knew that the problem was probably a faulty motherboard and stated that there would be no reason any computer technician would not be able to diagnose this repair.This further cements our feelings that Alienware purposely and knowingly ran out our warranty to avoid paying for this repair. We want either a working computer or our money back.

I'm a disabled veteran, confined to a wheelchair, paralyzed from the chest down. My injury is not combat related but it did happen while I was on active duty so I do get a disability pension from the VA. I've been living in Snowflake, Arizona raising my four kids since 1994. Now my kids are grown, my wife works long hours, and I'm left to myself with not much to do. I ordered a laptop computer from Alienware so I'd have something to go on the Internet with, play online games, and work with my home videos and pictures.

I ordered the Aurora m7700 from the website at alienware.com with all the best hardware for an extreme gaming machine. Already active with Final Fantasy XI, Guild Wars, and World of Warcraft, I was really looking forward to my new extreme gaming laptop. No more trouble with something that keeps getting dusty inside, that's hard to manage the bulky case and all the cable connections, that is just plain too big. I would finally have the laptop of my dreams.

But two weeks after my order was paid for I get an email stating that they had no cases on hand for this laptop model. That seemed odd considering this was their new featured system. When it was finally sent 2 of the 3 boxes were missing; the laptop arrived but the software and peripherals did not. It turns out that what happened was, the Alienware shipping department did not hand over all three boxes to FedEX; FedEx never took possession of them. Can you imagine that? They somehow misplaced two of the three boxes when FedEx came to pick them up? And it took another week to get Alienware to admit this, they wanted to make me wait for the rest of my order so they could complete an investigation with FedEx, even though they had already conceded the fact that FedEx never took possession of the two packages.

Okay, well, I finally receive the rest of the order I get everything set up and connected and turn on my new laptop for the first time. The drivers for the internal hardware were not installed and the wireless card would not connect, even though the hotspot showed a very good signal on my WiFi Finder. Both of the installed CD/DVD drives would not open up -- the light will flash and I can hear something happening inside but the doors won't open on either one of them.

Now, I bought Alienware specifically because they bragged about being based in Florida and having all of their computers built on-site in Miami. Well, their tech support sure ain't in Florida. I could hardly understand what they were saying but we struggled through. The all gave themselves American names but they don't speak very good English. I never did get the wireless to work, that guy just passed me off onto some other department to deal with the drive bays problem. And this new guy wanted me to turn the laptop over and open it up, at which point I was supposed to remove the drive bays and do something to them. I didn't understand what he was expecting me to do, I couldn't even figure out which panel I was supposed to remove. And besides, I didn't have a screwdriver to fit those tiny little philips heads holding them on.

Like I said, I'm in a wheelchair, paralyzed from the chest down, and I can only use one hand at a time because I need one in my lap to support myself so I can sit up straight. It was very hard to turn this laptop over, it weighs like a slab of lead. I told the tech on the phone, I'm going to need on-site service for this. I can't do this. And he told me, that's not possible. We have to determine what's wrong over the phone together and send back the defective parts. 'Both drive bays?', I ask. Either that, or there is a problem with the motherboard... He began to explain why we might need to replace the motherboard, but at that point I wasn't listening. Because I was asking myself, what happened to the on-site tech support I'm supposed to have?

Bottom line, I paid a fortune for this laptop and all that came with it. And I PAID for on-site technical support. It took forever to get it all here, and I still can't use it, because Alienware will not honor their aggrement. In fact, I've been told not to call them again unless I have someone here with me that knows how to work on this thing.

I am a disabled veteran on a disability pension. I have never been able to find a job I can do here. I never should have financed something so expensive just so I can have something to do. I know now that I could have bought two Dell XPS gaming laptops and got change back for what I commited to for this thing... this thing that I have yet to even use. I was very angry at first but now I'm just depressed. Very depressed. I don't know what to do. Don't make the mistake I did, don't buy from Alienware. You'll only be sorry you did.

Ordered a computer. Told there was a problem with the credit card. Cancelled the order. Placed another order. Received computer but charged twice for 2 computers, only got one. Bank card went into overdraft due to the unexpected charges for 2 computers. 48$ in bank fees and nearly 2000$ in charges for a computer we never got later, we still have not been refunded the money. It is now nearly a month, 10 phone calls and hours of my life and I am angry beyond words. This company is run by thieves. We have been told 4 times now that situation would be taken care of but my bank account has yet to be credited. We can ill afford to have this money missing from our accounts.