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  1. #1
    Join Date
    Oct 2004
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    1,168

    Alienware.. disappoint me (again)

    When I opened my laptop today, I noticed that my "1" key was loose. I tried to push it back in but it was no use. So, I called up my $300 Alienware support department and they "guided" me to removing the key. However, I removed the key and pushed it back in - with their instructions, and it still didn't work (only the top would connect.. the bottom hung out). They concluded that it was my misuse that would cause the key to pop out, and the only thing I could do was either: have a poping out 1 key, or buy a new key board set.

    It's most unfortunate that the overprised system.. in addition to my extra extended support.. would not even cover the key board.

    < end flame >
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  2. #2
    Join Date
    Jun 2001
    Location
    Denver, CO
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    Wow, that sucks. Keys fall of my dell laptop with some regularity, and they always cheerily send someone out to fix it, for free.
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  3. #3
    Join Date
    Oct 2004
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    Send someone out to your house o_O?!.. that's insane

    **Thinking twice about the "5 Star service" displayed in their client login**
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  4. #4
    Join Date
    Jun 2001
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    Denver, CO
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    Yep ... they have always sent someone out to put in a new keyboard on laptops. I don't think it's a "user serviceable part". I also always buy the complete care accidental coverage bs, this way if it falls off the desk, or something like that any damage is covered.
    Jay Sudowski // Handy Networks LLC // Co-Founder & CTO
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  5. #5
    Join Date
    Jul 2003
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    Goleta, CA
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    The only thing I have coverage on is my monitor. Plus I can upgrade to a newer model every year and only split the difference so the 70 bucks was worth it.
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  6. #6
    Join Date
    Dec 2004
    Location
    Portland, Oregon
    Posts
    395
    I have had keys pop off of my Dell laptop also. I have always managed to get it back into place but usually it takes about 30-45 minutes to get it back in. They do not make it easy to put the keys back into place.

  7. #7
    Join Date
    Jul 2001
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    UK
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    That’s awful … I can’t believe Alienware would be like that. How on earth do they keep sales when their after-sales support is like that?

  8. #8
    Join Date
    Mar 2003
    Location
    Duluth MN
    Posts
    3,864
    Often times, when a key pops off and wont go back into place, one of the 'pegs' on the plastic 'hinge' underneath the key broke off, or one of the 'clasps' that holds onto the hinge peg on the key itself broke.

    Dell sends out replacement keyboard for me, and I replace them myself. Then again, I work for the computer maintenace dept on my university campus, and we are a Dell certified service center, as well as a gateway certified service center. So they ship us parts, and we fix stuff ourselves.

    IMO, Gateway makes far superior laptops compared to Dell, and has 10 times better support than Dell. But dell makes the most solid desktop system out there (Optiplex). And Dell's support is bounds ahead of anyone elses, just not up to par with Gateway.

  9. #9
    Join Date
    Oct 2004
    Posts
    1,168
    Originally posted by Jay Suds
    Yep ... they have always sent someone out to put in a new keyboard on laptops. I don't think it's a "user serviceable part". I also always buy the complete care accidental coverage bs, this way if it falls off the desk, or something like that any damage is covered.
    Unfortunetly there's no "complete" package for alienware.. but i did pay for 3 year (the max) of warrenty



    They said that I'd have to replace the entire key board my self.. not sure how'll that turn out

    --> ordering new keys
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  10. #10
    Join Date
    Jan 2004
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    UK
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    Dell have always been good for me.

    I was thinking once of ordering from AlienWare... now kinda glad i didnt
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  11. #11
    Join Date
    Dec 2003
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    ./Southest Missouri
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    Didn't Alienware start out as two guys in a garage? Sounds like someone needs a reality check, and might need a little reminding of where they came from. No matter how big you get, you should never forget that your customers make you who you are, and if it costs you 80 dollars to replace a part that would keep a customer happy.. then so be it. Especially considering the retail price of their laptops!

  12. #12
    Join Date
    Jun 2004
    Location
    Boise, ID U.S.A.
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    My old IBM Thinkpad 701CS 486DX75 is in the closet, too sluggish for most of today's applications. But at least the keys don't fall off.

  13. #13
    Join Date
    Jun 2003
    Location
    FT Worth, TX
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    I have had a keyboard since 1998 and not one key has fallen off. We've popped the keys before to clean all the grime, but thats it.
    Kerry Jones

  14. #14
    Join Date
    Jan 2004
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    UK
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    I have not had a key fall of on one keyboard which is very old. Cant put a date on it. Right now using a Logitech keyboard which i am loving though.... and is brand new...
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  15. #15
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    Dec 2003
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    In regards to keys on laptops, does anyone else have a problem with their fingers catching on the edge of keys when they're typing? I've got a Dell Inspiron laptop myself, and it seems that every now and then, I'll catch the edge of a key with my finger.. I'm actually surprised that I haven't ripped one off yet.

  16. #16
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    I had that problem with my old acer laptop
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  17. #17
    I juat bought my not long ago and hope this won't happen to me
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  18. #18
    Good thing I didn't purchase a system from them. Horrible support

  19. #19
    Join Date
    Oct 2004
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    1,168
    I wouldn't say it's a problem with the support.. they're just following company procedures.
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  20. #20
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    Jun 2003
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    I wouldn't buy an alienware period... my brother built his own... cool case and overclocked to 3.06 GHz...
    Kerry Jones

  21. #21
    I don't agree that their support are horrible..
    but I think it is very good. I had some problems with my credit card and cashier check, and are very friendly guide me what I can do and answer all the questions that I have.
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  22. #22
    Join Date
    Aug 2004
    Posts
    1,366
    Originally posted by chatnoir
    Good thing I didn't purchase a system from them. Horrible support
    If you didn't buy a system from them, how would you know that their support is horrible?

    I have to admit, I have never purchased anything from Alienware (too overpriced for my taste) but to say that their support sucks is absurd, especially when you haven't even provided an explanation to your comment.

    This is the first time that I have heard anything bad about Alienware's support to date. Diaga, I hope your issue becomes resolved.
    - Matt

  23. #23
    I have an Airis laptop, its a really well built system the whole way through. The laptops relatively new, so I can't say I am lucky not having had a key fall off.

    Anyway, it is indeed bad that a company like alienware have a childish attitude when it comes to customer support. Their systems are way overpriced so besides the looks, I'd expect superior quality as well.
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  24. #24
    Join Date
    Mar 2004
    Location
    Massachusetts
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    613
    I'll never buy another Alienware system. I've had so much trouble with their laptop optical drives. Three times now I've needed it replaced, and the current one that needs replaced is only 3 days old, just now installed it, but it wont burn DVD's.
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  25. #25
    Join Date
    Aug 2002
    Location
    East Coast
    Posts
    275
    Wow I really thought AlienWare was first class but it seems that people are posting bad things about them so often now on forums or is that just me?

    I just can't believe dell has better warrenties then Alienware.
    - 7de5igns

  26. #26
    Join Date
    Sep 2002
    Posts
    1,056
    Maybe I was just a lucky one, but I bought an alienware about 3 years ago. Its been the best computer I've ever own. I've never had any bad problems with it. I encountered a few software problems, but nothing to do with alienware

    Even now, it runs great. It plays most of the games of today. World of warcraft runs great, and thats all that counts. lol.

    Would I buy alienware again? Probably not. Its too expensive. If money is not an issue, I wouldn't think twice about it. I would buy immediatly. I was a little disappointed to see that Alienware has not sent me any decent deals since I'm already customer. They should offer a deal to previous buyers.

  27. #27
    Originally posted by DT-Spirit
    I don't agree that their support are horrible..
    but I think it is very good. I had some problems with my credit card and cashier check, and are very friendly guide me what I can do and answer all the questions that I have.
    Yeah, because they probably want to get PAID

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