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The following complaint was submitted on 2/4/2002 3:38:37 PM:

CUSTOMER INFORMATION:

...
...
...Canada...
...
Daytime Phone ...
Evening Phone ...
Fax ...

COMPANY OR ORGANIZATION INFORMATION:

Alienware Computer Systems
13458 SW 131st St,
Miami, FL United States 33186
(305)259-4262
www.alienware.com

COMPLAINT INFORMATION:

Complaint #: ...
Complaint Type: General Complaint (not a car maker)
Date Received: 2/4/2002
Primary Complaint Classification: Refund Practices
Secondary Complaint Classification: Credit or Billing Disputes
Complaint:
Computer died before Aug 22, 2001, I called for replacement. They charged me a deposit for the new parts ($230) which was to be credited when the old parts are received. Tracking RMA# for those parts is SO-....

They arrange service, that takes forever, but has been resolved.

Ship parts back to Alienware. One of these two Fed Ex shipments (also shipped system back for upgrade - that's fine)
Fed Ex tracking #s for system and parts to Alienware [received]:
792463223403, 792463223399

Parts received Nov 5.

Still haven't had the $230 credited back to my Visa.

Roland Poitevien is no longer customer service manager, Randolph Roy is, I believe.
Desired Settlement: Refund
Settlement Explanation:
I want my money back. Very simple. I would also like an apology, and some explanation of why it is taking 3 months to refund money for returned parts.
Customer Service Rep: Mr. Roland Poitevien
Product or Service: Computer repair -- parts replacement
Model Number:
Account Number: ...
Order Number: SO-...
Salesperson: Various Customer Service Reps
Payment Made: Yes
Purchase Price: 230
Disputed Amount: 230
Payment Method: Credit Card
Purchase Date: 8/22/2001
Problem Date:
Complaint Dates: 11/13/2001, 12/14/2001, 1/9/2002




The bureau that will handle your complaint is:

BBB Serving Miami, Ft. Lauderdale, and West Palm Beach Areas
2924 N Australian Ave.
West Palm Beach, FL 33407
Phone: (561)842-1918
Fax: (561)845-7234
Email: complaints@westpalm.bbb.org
WWW: http://www.bbbsoutheastflorida.org

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