It's been over five months since I started trying to address the issues I've been having with my laptop. It started with an email to alienware support on October 4, 2005 in which I was told to call the support desk on the toll free North America number by Jens Mcnaomh Sánchez (or Henry Cheever, not sure how to read it in the email - question reference #051004-000172) even though I'd included in the information that I was in Australia.
I decided that I would attempt to resolve the issue by calling the Australian toll free number since this was free for me while the North American number was not. I was informed that the problems I was having were part of a known issue with my model of laptop. I was given several suggestions over the phone by the support agent, Adam Hicks, which I tried without results. It was at this time (beginning of October) I asked if it was possible to send the laptop within Australia for speedier diagnosis and possible repair. Although the laptop was not functioning correctly, I could still manage to work with it, but after three months it refused even to remain powered, the rare times it would power up at all. I had yet to receive any answer or help from either the US or Australian support.
Finally, I made more calls, paying for international US customer support phone calls, repeatedly having to explain these problems I was having, sometimes up to four times in a single phone call. Although the Australian Alienware support staff were helpful, they explained that they were waiting on the US to send an official "OK" to go ahead an perform warranty work for a customer in Australia because I was considered a US customer. Finally I was told that I had to call the US to switch from being a US customer to Australian customer, even though I will only be in the country for a year. Will I have to change back when I am back in Canada? What about when I am in Europe for six months?
I finally sent in my laptop to the Australian facilities on Dec. 28, 2005.
It is now March 13, 2006 and I have discovered only that my laptop is still waiting for parts from the US. This is exactly what I had been trying to avoid by having it repaired in Australia. Apparently they do not stock my model in the Pacific Rim, and have no spare parts to use in the repairs. Apparently the Australian Alienware support did not have access to this information before I sent the computer nor did they bother to ask at any time. At times, it seems that the Australian segment of this company operates as an entirely separate company that is at odds with the US; instead of collaboration, there is animosity, to my detriment. I have been told by Mr. Hicks that he has repeatedly sent emails, even going to the extent to make phone calls to the US, without successfully being able to address the issues in my case, technical and bureaucratic.
I had originally purchased the laptop because of its size and computing capacity. I have always intended to use it for travel -- it is considered an "ultraportable" laptop. But it seems apparent that Alienware does not consider its computers intended for international travel. I have only 12 months in Australia (only 5 remaining) and had been using my laptop intently until it began to malfunction. I depend on it for writing and have been having to pay internet cafe rates just to type and send my writing.
I am a very unhappy and dissatisfied Alienware customer. I feel that I have been more than patient, but this kind of wait is ludicrous in an age where information can be sent anywhere in the world in instants and shipping could take only a few days. I would like to have a computer in my home. I would like to have my laptop back. Please do something to rectify this situation as soon as possible.
If you are considering buying an Alienware laptop, please consider this situation before you plan to leave the country with it. In fact, I'd suggest you not even bother and go with something by a more reputable company with a better service/track record like Dell or IBM.
