Not resolved
Customer service
Diversity of Products or Services
Ease of Use
Exchange, Refund and Cancellation Policy
Price Affordability
Product or Service Quality
Style and Design
Value for money
1 comment

Alienware 15 r3, i7700hq gtx 1070 All good for first (about) 9 months. Sent laptop to Alienware (in texas I think) for maintenance for heating issues, they replay heat sink, main logic board, and wifi adapter (at least that's what they said).

Next day I find out that the ram needs to be reseated and that I only get 20-30FPS no matter what (even in their support assist video card test) Apparently the Current memory frequency is stuck at 405 hz. (I think the Alienware tech in texas did something to the card so that it wouldn't heat up (crippling my computer). Called Alienware to report problem, they said - 1st call - that they will do remote testing of computer and then if they couldn't figure the problem out, they would send a tech to my house since I already sent the laptop to them. The tech couldn't fix it so he said he would leave note for tech and call me back the next day to see if problem was fixed.

The next day he didn't call. I called tech back few days later to report problem not fixed, the tech said they would have to RETEST and then if they couldn't figure out the problem, I would have to send the computer to Alienware. I told them NO, - and then what the 1st tech told me. So then they retested the computer, ran out of time to do all test and would call me back next day.

They didn't call I called back the next day and went through the same (groundhog day) day with the 3rd tech (on phone). THIS tech told me that I would have to buy (MY SELF) a flash drive and then call them back so they could do a "clean" install of windows! SO offended that I need to buy something for them to do their job when I paid for a Premium support warrenty. anyways, I found a flash drive and went to the youtube video that she told me to watch and follow the steps inorder to do the clean windows 10 install.

Now I am getting a bluescreen error "irwl not less or equal". They are doing everything to not send a tech out to fix this thing. I have kept this report Short, believe me. I have tried everything in regards to wiping / reinstalling OS / installing older drivers/ etc.

Obviously they didn't fix my computer correctly the first time and they don't want to honor the premium warrenty.

I would Expect them to send a tech, fix the computer correctly, and/or if they can't replace the ENTIRE computer and even give me a free upgrade (in something) just to makeup for the computer *** they have put me through. You owe me Alienware, you owe me..

Reason of review: Damaged or defective.

Monetary Loss: $2500.

Preferred solution: Full refund.

I liked: Pc when it worked, Laptop when it works.

I didn't like: Being lied to by customer support, Crashing while playing, Installer does not install, Broken computer, Refusal to respect warrenty.

  • frames per second
  • alienware laptops
  • Warrenty
  • Gtx 1070
  • 405 Hz
  • Alienware 15 R3
Company wrote 0 private or public responses to the review from Jul 24.
Do You Have Something To Say ?
Write a review


Terms of Service
Post Comment

Ah, the joys of dealing with computer manufacturer's "customer support!" You can continue in your attempts to get Alienware to send a tech, but know that this will cost them money and that's not what they want to do. You can, of course find a local tech/company to take a look at your machine and get it fixed or at least tell you what is going on or just dump the thing and buy a different brand and start afresh.

Good luck on finding a brand with good customer service, tho.

Seems like laptops may become "throwaways" rather soon like many appliances/tools in that when it breaks and you can't fix it yourself, just throw it away and buy another. Good luck.

You May Also Like