Alienware?

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I've recently purchased a decent Alienware system for just over 4k. Its primary
use is video and audio editing.

I had a couple of problems early on that just ended up being resolved with a
driver update to the <brand new> video card...of course it took me a week to
figure that out!

In the interim, (of course I was already two weeks late on a project because
the computer took 10 weeks to get to me), I tried to contact Alienware support.
I got an immediate automated response saying they would get back to me within
24 hours. They still haven't and this was six weeks ago.

Is this par for the Alienware course? I'd hate to think that I laid out this
kind of money and can get no service when necessary.

Comments? Experiences?

Thanks,
Chase
 
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Computers are an anomaly that nothing else in the world is like. If
you were to purchase every piece of your car singley, piece by piece
you would pay about %800 more than buying in at once.

For computers, the opposite is true. If you buy a no name system with
quality parts (or put it together yourself) you get a cheaper system
that is faster in all respects. If you buy DELL, IBM, COMPAC or even
ALIENWARE, you payed $$$ for a fancy case and a little logo on your
box.

PS, there are only a few HD manufactors in the world, few CPU mfgs and
yes, even the company that makes the Ram. If put together correctly,
it doesn't matter if Mr. Local computer store or a huge multi national
company assembled it for you. Frankly, with the extra $1,000 I could
save on a system like yours, why not get a plane jane box but have 2
GB Ram and get a 3.6 Ghz processor? LCD monitor even.

Sorry bud, you got took.


>I've recently purchased a decent Alienware system for just over 4k. Its primary
>use is video and audio editing.
>
>I had a couple of problems early on that just ended up being resolved with a
>driver update to the <brand new> video card...of course it took me a week to
>figure that out!
>
>In the interim, (of course I was already two weeks late on a project because
>the computer took 10 weeks to get to me), I tried to contact Alienware support.
>I got an immediate automated response saying they would get back to me within
>24 hours. They still haven't and this was six weeks ago.
>
>Is this par for the Alienware course? I'd hate to think that I laid out this
>kind of money and can get no service when necessary.
 
G

Guest

Guest
Archived from groups: rec.video.desktop (More info?)

Don't wait six weeks before calling and giving them outright hell. What you
are paying for when you allow THEM to build your PC from off-the-shelf
components instead of doing it yourself for cheaper is VAR. Value Added
Resale. One of those values SHOULD be excellent FREE support. I'll call 'em
for ya.. what's the number? /:)


"ChasProLTD" <chasproltd@aol.comspamless> wrote in message
news:20041208220710.23218.00001811@mb-m03.aol.com...
> I've recently purchased a decent Alienware system for just over 4k. Its
> primary
> use is video and audio editing.
>
> I had a couple of problems early on that just ended up being resolved with
> a
> driver update to the <brand new> video card...of course it took me a week
> to
> figure that out!
>
> In the interim, (of course I was already two weeks late on a project
> because
> the computer took 10 weeks to get to me), I tried to contact Alienware
> support.
> I got an immediate automated response saying they would get back to me
> within
> 24 hours. They still haven't and this was six weeks ago.
>
> Is this par for the Alienware course? I'd hate to think that I laid out
> this
> kind of money and can get no service when necessary.
>
> Comments? Experiences?
>
> Thanks,
> Chase
 
R

rs

Distinguished
Mar 31, 2004
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0
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Archived from groups: rec.video.desktop (More info?)

Yikes! 4K for an editing box? Was this a specialy configured video editing
box with high end capture cards and raid drive arrays?

I thought the Alienware folks were a gamers box focus. But then I don't pay
much attention to who's building what these days.

Ok, to answer the real question. Email support? Are there more than one or
two companies in the whole world who actually answer email support? Of even
if they do, answer with something other than 'canned answer #5'.


"ChasProLTD" <chasproltd@aol.comspamless> wrote in message
news:20041208220710.23218.00001811@mb-m03.aol.com...
> I've recently purchased a decent Alienware system for just over 4k. Its
primary
> use is video and audio editing.
>
> I had a couple of problems early on that just ended up being resolved with
a
> driver update to the <brand new> video card...of course it took me a week
to
> figure that out!
>
> In the interim, (of course I was already two weeks late on a project
because
> the computer took 10 weeks to get to me), I tried to contact Alienware
support.
> I got an immediate automated response saying they would get back to me
within
> 24 hours. They still haven't and this was six weeks ago.
>
> Is this par for the Alienware course? I'd hate to think that I laid out
this
> kind of money and can get no service when necessary.
>
> Comments? Experiences?
>
> Thanks,
> Chase
 
G

Guest

Guest
Archived from groups: rec.video.desktop (More info?)

>From: Recky nospam@hotmail.com

>
>Computers are an anomaly that nothing else in the world is like. If
>you were to purchase every piece of your car singley, piece by piece
>you would pay about %800 more than buying in at once.
>
>For computers, the opposite is true. If you buy a no name system with
>quality parts (or put it together yourself) you get a cheaper system
>that is faster in all respects. If you buy DELL, IBM, COMPAC or even
>ALIENWARE, you payed $$$ for a fancy case and a little logo on your
>box.
>
>PS, there are only a few HD manufactors in the world, few CPU mfgs and
>yes, even the company that makes the Ram. If put together correctly,
>it doesn't matter if Mr. Local computer store or a huge multi national
>company assembled it for you. Frankly, with the extra $1,000 I could
>save on a system like yours, why not get a plane jane box but have 2
>GB Ram and get a 3.6 Ghz processor? LCD monitor even.
>
>Sorry bud, you got took.
>
Certainly, I got took if the customer service is as bad as it apparently is.

But as far as building a better system...I did get 2 GB of ram and the 3.6 Ghz
processor. (I didn't need a monitor.) The cost beneift analysis of saving a few
hundred dollars and having to build it myself...and having no one to blame but
myself...just didn't seem worth it to me.

And admittedly, compared to you and many others in this group, I know very
little when it comes to this stuff.

Chase
>>I've recently purchased a decent Alienware system for just over 4k. Its
>primary
>>use is video and audio editing.
>>
>>I had a couple of problems early on that just ended up being resolved with a
>>driver update to the <brand new> video card...of course it took me a week to
>>figure that out!
>>
>>In the interim, (of course I was already two weeks late on a project because
>>the computer took 10 weeks to get to me), I tried to contact Alienware
>support.
>>I got an immediate automated response saying they would get back to me
>within
>>24 hours. They still haven't and this was six weeks ago.
>>
>>Is this par for the Alienware course? I'd hate to think that I laid out this
>>kind of money and can get no service when necessary.
>
>
>
>
>
>
>
>
 
G

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Archived from groups: rec.video.desktop (More info?)

>From: "RS" idontthinkso@mail.com

>Yikes! 4K for an editing box? Was this a specialy configured video editing
>box with high end capture cards and raid drive arrays?

Yes.

>
>I thought the Alienware folks were a gamers box focus.

That's one of the things they focus on.

>Ok, to answer the real question. Email support? Are there more than one or
>two companies in the whole world who actually answer email support? Of even
>if they do, answer with something other than 'canned answer #5'.

I've gotten timely and helpful feedback from MS, AOL, and Dell on a variety of
issues.

At this point, it doesn't really matter...I was just wondering what other
Alienware experiences were like. I'm guessing they are not as popular among
video editors as I thought!

Chase
 
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Archived from groups: rec.video.desktop (More info?)

On 09 Dec 2004 15:32:44 GMT, chasproltd@aol.comspamless (ChasProLTD)
wrote:

>>From: "RS" idontthinkso@mail.com
>
>>Yikes! 4K for an editing box? Was this a specialy configured video editing
>>box with high end capture cards and raid drive arrays?
>
>Yes.
>
>>
>>I thought the Alienware folks were a gamers box focus.
>
>That's one of the things they focus on.
>
>>Ok, to answer the real question. Email support? Are there more than one or
>>two companies in the whole world who actually answer email support? Of even
>>if they do, answer with something other than 'canned answer #5'.
>
>I've gotten timely and helpful feedback from MS, AOL, and Dell on a variety of
>issues.
>
>At this point, it doesn't really matter...I was just wondering what other
>Alienware experiences were like. I'm guessing they are not as popular among
>video editors as I thought!

I'd guess more people look to video editor specialists, who have
that as their main (or even only) PC building business. The support
questions for video go way beyond the computer used for editing.

I've found that email is much less certain to arrive in this era of
mass SPAM and viruses. It gets there, but gets lost, mistaken as
spam, junk, or whatever. I've had a sales order email disappear (the
rep didn't use a company address nor order number or reference in the
subject, and "selling stuff" mail looks a lot like SPAM, even to
automatic filters).

For any company, if you don't get a quick response and you've
already paid for tech support, why not just email them again? Or
call, if the call is toll-free? I wouldn't wait six weeks before
trying again.
--
*-__Jeffery Jones__________| *Starfire* |____________________-*
** Muskego WI Access Channel 14/25 <http://www.execpc.com/~jeffsj/mach7/>
*Starfire Design Studio* <http://www.starfiredesign.com/>
 
G

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Guest
Archived from groups: rec.video.desktop (More info?)

>At this point, it doesn't really matter...I was just wondering what other
>Alienware experiences were like. I'm guessing they are not as
>popular among video editors as I thought!
>Chase

Read my Video page at http://www.pacifier.com/~jtsmith

1st editing computer (to get it done right!) was Alienware... I did
not have to contact AW with any problems, so can't comment on their
support... the computer worked, right out of the box (but, if I had
needed support, I would have called their 800 number)

2nd, When I felt the need for more speed, I built myself... but this
was after a LOT of reading and talking to other video editors in the
two support forums I visit (for Adobe Premiere and Pinnacle Dv500)

If someone wants to edit video and isn't comfortable building their
own, I would still recommend AlienWare

John Thomas Smith
http://www.direct2usales.com
http://www.pacifier.com/~jtsmith
 
G

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Guest
Archived from groups: rec.video.desktop (More info?)

>From: Jeffery S. Jones

>
> For any company, if you don't get a quick response and you've
>already paid for tech support, why not just email them again? Or
>call, if the call is toll-free? I wouldn't wait six weeks before
>trying again.

You're exactly correct. The computer was right out of the box, so I figured it
must have been my error. (I am very good at errors.) After working around the
error for a couple of days, I emailed tech support. I also got our tech support
guy to take a look the next day and he was able to deduce the video card needed
a driver update. Something I would never have thought of being as it was just
out of the box and everything was brand new and latest and greatest. At that
point I didn't need to hear back from tech support, thus I did not call.

Anyway, by now you've figured out that I know just enough to be dangerous and I
freely admit that most computers are much smarter than I am.

Chase
 
R

rs

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Mar 31, 2004
346
0
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Archived from groups: rec.video.desktop (More info?)

Nasty little cardsees!

Yeah, I would have expected it to work out of the box with the hardware and
software pre installed. Would have been rather annoyed if that not the case.
If you started throwing new software at it and then ran into a conflict,
thats might be different.

The video driver eh? (he says nodding) Its always the video driver........


"ChasProLTD" <chasproltd@aol.comspamless> wrote in message
news:20041209130134.12272.00002032@mb-m28.aol.com...
> >From: Jeffery S. Jones
>
> >
> > For any company, if you don't get a quick response and you've
> >already paid for tech support, why not just email them again? Or
> >call, if the call is toll-free? I wouldn't wait six weeks before
> >trying again.
>
> You're exactly correct. The computer was right out of the box, so I
figured it
> must have been my error. (I am very good at errors.) After working around
the
> error for a couple of days, I emailed tech support. I also got our tech
support
> guy to take a look the next day and he was able to deduce the video card
needed
> a driver update. Something I would never have thought of being as it was
just
> out of the box and everything was brand new and latest and greatest. At
that
> point I didn't need to hear back from tech support, thus I did not call.
>
> Anyway, by now you've figured out that I know just enough to be dangerous
and I
> freely admit that most computers are much smarter than I am.
>
> Chase
 
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Archived from groups: rec.video.desktop (More info?)

"ChasProLTD" <chasproltd@aol.comspamless> wrote in message
news:20041209130134.12272.00002032@mb-m28.aol.com...

> Anyway, by now you've figured out that I know just enough to be dangerous
> and I
> freely admit that most computers are much smarter than I am.

So you're now ready to get a job at Alienware building computers.

;)

>
> Chase
 
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Archived from groups: rec.video.desktop (More info?)

I don't know who posted my website link for systems. It was not me. The
earlier post was not meant as an ad, nor did I say anyone should choose our
company over another. Whomever posted our ratings record is not affiliated
with Digital Video Solutions. I attempt to give sound advice on this forum,
and that is my only ad for our business as a whole. No other attempts are
made to gain your business.
--
Larry Johnson
Digital Video Solutions
webmaster@digitalvideosolutions.com
http://www.digitalvideosolutions.com
877-227-6281 Toll Free Sales Assistance
386-672-1941 customer Service
386-672-1907 Technical Support
386-676-1515 Fax

"Ritz" <ritz@mordor.net> wrote in message news:R5nvd.52$ob.14@fe08.lga...
> no.spam wrote:
> > This company builds turnkey computer systems that ARE specifically
> > made for video editing and not those kiddie nintendo games
> >
> > http://digitalvideosolutions.com/turnkey.htm
> >
> >
>
> I know. We saw the last ad you posted.
 
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"Digital Video Solutions" <video@digitalvideosolutions.com> wrote in message
news:KqHvd.126239$Oc.74198@tornado.tampabay.rr.com...
>I don't know who posted my website link for systems. It was not me. The
> earlier post was not meant as an ad, nor did I say anyone should choose
> our
> company over another. Whomever posted our ratings record is not affiliated
> with Digital Video Solutions. I attempt to give sound advice on this
> forum,
> and that is my only ad for our business as a whole. No other attempts are
> made to gain your business.
> --
> Larry Johnson
> Digital Video Solutions
> webmaster@digitalvideosolutions.com
> http://www.digitalvideosolutions.com
> 877-227-6281 Toll Free Sales Assistance
> 386-672-1941 customer Service
> 386-672-1907 Technical Support
> 386-676-1515 Fax
yo larry.. gotta fix that site!
 
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