I recently purchased a Alienware Sentia 3450 Laptop computer. Before purchasing the computer I spoke with their sales representatives asking them to about their warranty. I was told that the computer had a On Site Warranty service. When I received my Invoice from Alienware it also said, “ON Site Svc” and 1-YR 24/7 WARRANTY (NO CHARGE) WARRANTY and ON-SITE WARRANTY WARRANTY .

After using the computer for a few weeks I noticed that the connection from the power supply to the computer was getting hot soon it stopped working on A/C power and I could only use it on battery.

I called Alienware and explained the problem. I was told that I would have to send the computer to Miami to technical service to get repaired. I told them that I had on-site Svc and a ON-SITE Warranty. I was told that the ON-SITE warranty only covered items that could be easily fixed such as bad memory or a bad hard drive, but if the system had a larger problem then it would have to be sent to their repair facilities in Miami. It would take at least 12 days to be repaired plus the shipping time from Los Angeles to Miami and then to Return.

I spoke with JAKE in Customer Service at extension 6115, SONIA the Technical Service Supervisor, HENRY the Technician and ERNEST another Technician.

The call was made from 8:30am to 10:30am on Monday, Oct 23, 2006.

I strongly suggest that you are very careful before purchasing any product from Alienware and completely understand their warranty. If you can’t afford do without your computer for a few weeks or more if something goes wrong or you believe an On Site Svc or On-Site Warranty means that they will fix your computer on site. Don’t purchase from Alienware.

Sincerely
Tony
Long Beach, California

ALIENWARE CORP
Attn: CUSTOMER SERVICE
6269 East Shelby Drive
Memphis, TN 38141
866-287-6727