Reformatting didn't resolve any of my problems. So, as instructed earlier, I called Alienware and told them reformatting did not help. To my surprise, I was denied a replacement! Instead I was invited to send the laptop top to Florida for repairs as they suspected I had a bad motherboard. Alienware claims they had no record of my requesting a replacement earlier. I can give you the exact date and time that I requested a replacement and the name of the Alienware representative.
Feeling frustrated and taken advantage of, I demanded a replacement. I had gone along with everything they suggested from day one. However, I was told it was now after the 30 days and a replacement was no longer an option.
I've written back and forth with the executive department. I even faxed a letter explaining this was not a repair issue but a bad laptop from the outset. They still flatly refuse a replacement on the basis that they have the right to choose whether to repair or replace. I have absolutely no interest in sending the laptop in for repairs because I no longer have any confidence in Alienware.
I need my laptop but can't afford a replacement without first receiving a refund from Alienware.
I forwarded Sharon's letter to Alienware two weeks ago and again this week. I have received no response at all.
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