Dear Fellow costumers,

I am publishing this letter just as an Alert for a predatory company. The name of the company is Alienware, which just merged with Dell. When I first ordered an Alienware product (laptop computer priced at $3000.00), it was supposed to be a Christmas gift for my son. It came way passed Christmas time because of a delay in production and or other unexplained events. I couldn't cancel the order at that time. When I finally received the system, it was not in working condition. Two of the keyboard buttons did not function.

Two months later, the hard-drive malfunctioned. After trying a number of times with instructions from Alienware technicians on the phone to repair it onsite myself, (mind you that I do not have the knowledge or time to disassemble my laptop on my own), they finally e-mailed me a shipping label. It took another month for them to ship it back with a new hard drive and all valuable and irreplaceable information lost.

The computer worked for about 4 months more, before the hard-rive malfunctioned again. On the phone, once again, I had to take the role of a computer technician by taking apart everything from the system processor to the hard drive to who knows what else, and when I couldn't fix the problem with the technician guiding me on the phone, I shipped it back once again.

The computer came back in working order with all information lost again. It worked for a couple of months without problems and then for the 3rd time I went through the same scenario.

Upset and fed up with the product, I attempted to return it for a full refund. I tried to explain to the technicians, upper management and anyone else that I was able to get a hold of in the company that my computer spent more time in their repair shop, than in my office. In the meantime insurance and all warranties were close to expiration. No extensions of insurance or warranties were ever granted. I was notified that there is a "no return policy" regardless of the number of times the same problem occurs with the system. I was assured and guaranteed that someone from the Alienware company management will physically would call me, listen to my complaint and resolve the ongoing problem.

To this day I am still waiting for that phone call. I am willing to spend the time and money, to hire an attorney, if necessary, to prevent any further attempts by Alienware to take advantage of myself or other costumers. The main reason to buy such an expensive computer was for my business. Unfortunately, this company is selling products that are a waste of money and most of all, valuable time.

According to the name of the computer company, this devise might be suitable for aliens somewhere in outer space but for us humans, we are accustomed to a working piece of equipment.

To conclude, I am not alone in this matter. I have two business associates, who have purchased the same system and have had problems with its components malfunctioning.

Don't read all of the above in a wrong way; it's not a personal crusade. We thought that this is a good enough reason to put you in alert if you have on your shopping list any Alienware products. If anyone is interested in detailed information regarding this problem please feel free to call our numbers.

Best wishes
One of you (The Costumers)
Oggy Karchev - 602-292-2564
Todor Spasov - 602-327-9995

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