Another Lost Customer

For those of you considering buying Alienware, please read this prior to purchase. Keep in mind I’ve been a loyal Dell customer for years. We have bought 5 computers and 1 laptop with them with no issues so we decided that it was time to upgrade me to a higher performing desktop which we expected to last awhile. Price tag was $2400 on our build. Here’s what happened:


Image Courtesy of: Marketing Facts

I bought an Alienware system almost a year ago and from the moment I received it I’ve had nothing but problems. The computer came to me bricked, PSU was blown so they sent a tech out. He replaced the PSU, the computer booted up but it refused to post, including no lights on the keyboard. At that point he swapped out the motherboard and again the computer booted up, but again it didn’t post and still no lights on the keyboard. His recommendation at that point was to return the one I’d received as a defective product and have Dell send me a new one, so that’s what we did. So I basically had to wait another 2 weeks to get the new PC, totaling a few month before I had a working PC.

The new PC came and this time it actually started. I connected my 3 monitors finally after initial problems doing so and being told by Alienware tech support that wasn’t possible, despite the fact that I had two graphics card and both cards had 2 mini display ports, but even after figuring that issue out, I ran into the issue of the system shutting down on me every few minutes and more frequently if I was attempting to load a website or program.

I googled the issue and it turns out others had experienced the same issue and determined that it was the PSU. That’s two PSUs so far that I’ve had issues with.

At this point I got tired of dealing with Alienware and their incapability of fixing their broken parts so I just went and bought a new PSU for $200 and replaced the one that was supplied. That fixed my issue with the computer shutting down and I was able to use the computer for several months after.

Now, just before my warranty expires (end of the month), the motherboard dies on me AGAIN. That means since the time I purchased the unit 3 motherboards have either not functioned properly to begin with or died. Noticing a trend here?

And sadly while I still have two weeks left on my warranty, I figured my best bet was to spend $300 on another motherboard and swap chassis rather than deal with another motherboard failing on me after it’s replaced. My computer is functioning again and I suspect it’ll last much longer this time, unless of course the graphics cards decide to go out, which I haven’t ruled out given my luck so far this year.

To put it simply, it seems as if the components being put in these systems are crap components that continue to fail and despite that, Dell/Alienware continues to put the same parts into these systems. I really wanted to like my Alienware, especially since prior purchases have been excellent. It’s sad that after purchasing 7 computers with Dell, it took one computer and poor customer service to deter us from ever purchasing from the company again. For those of you who choose to purchase Alienware, I wish you good luck; as for me, I’m sticking to custom builds moving forward or companies like Falcon Northwest that ensure top quality parts for the products they build.

6 Responses to Another Lost Customer

    • I couldn’t return it because I’d already given my little my old rig at the time and I’ve felt bad taking it back. Also, I disagree, yes brand has something to do with it but Alienware is known for the performance of the machine as well. That’s why many hardcore gamers have Alienware rigs. ;)
      Ang recently posted… Another Lost CustomerMy Profile

  1. Meh, I think Alienware is vastly overrated, especially since Dell took them over. I don’t know a single gamer who would choose Alienware over a custom-built rig. You’re paying for a name which contains Dells sub-standard parts. They pay more attention to the computers that have their logo on them, since if your Alienware computer dies, you blame Alienware (most people dont even know Dell owns them), if your Dell rig dies, you blame Dell.

    I still love Monster, and thankfully after the issue I had right at the beginning, nothing else has been wrong with it. I just keep upgrading the parts in it as needed…cant afford a whole new computer.
    Whitters recently posted… Almost As If I Know What I’m DoingMy Profile

  2. Ah, Dell. I remember having a laptop (yeah, yeah, laptops are bad, etc, etc) by Dell. Everything started out fine, then EVERYTHING took a crap once the warranty was up. The motherboard broke twice in that time, and the second time it broke, they told me that since it was out of warranty I’d have to pay $700 to replace it again. For 700 bucks, might as well get a new one. Which I did–an HP. I’ve had this thing for 5 years now, and the only thing that has failed on me on this thing is the power cord.

    So yeah, screw Dell.

    But I will say that not all custom built computers are good. My fiance’s rig is awesome in terms of performance. But all it took was ONE accidental knock-over by a toddler and it’s out of commission. But otherwise I’m all for custom built stuff and the next computer I get is gonna be custom built.
    Nat Marie recently posted… The case of the wild sleeperMy Profile

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