[P3bWjm1j]

First of all, I am in the process of tracking down my login info for my original fm account. So I am not a total newb.

Second, yes... I made a huge mistake by buying from Alienware.

Third, just in case you are interested:
My Complaint: Alienware Computers, Inc. (company headquarters Ft. Lauderdale, FL) is violating my right to privacy

Facts:
1) I purchased an Aurora m9700 laptop computer from Alienware on 8/15/06 for approximately $3,300 on my credit card (this was a big purchase)
2) On 10/15/06 my wife and I purchased a new home in the same city
3) In November 2006 my new system crashed. I spent about 7 hours on the phone with Alienware’s technical support group but they were unable to resolve the matter over the phone. In addition to the crashed system, I had a dead pixel in the center of my LCD screen. Alienware agreed to replace the LCD screen and fix the “crash” and send me a FedEx shipping label for me to use to return the system. I informed technical support that I had moved since purchasing my system and they said that I must speak with someone in customer service to in order to change my address. Technical support transferred me to customer support.
4)Customer support informed me that they needed to ask me some personal questions before they could change my address. At this point I thought they might ask for my old address, customer number, order number, invoice number or maybe even my credit card information. However, they asked me for my social security number and my date of birth. With identity theft at the level it is these days, I am EXTREMELY uncomfortable giving anyone my social security number, so I refused. The customer service rep asked me if I would consider giving them the last four digits of my social security number. I reluctantly agreed, thinking that this would be the end of their questions. This was not the case. The customer service rep proceeded to ask even more personal questions, such as where I owned property! Keep in mind that I only purchased a computer from them, AND I was sending THEM my computer. I felt totally violated!!! I discontinued the “verification process”. The customer service rep said that he would not be able to update my address. The interesting thing is that Dell, Alienware’s parent company, allows a customer to update their address on the Dell website with only a customer ID, the old address and the new address.
5) I called technical support again and asked them to send the FedEx shipping label. The label was sent to me via email and included my old address.
6) I mail the system to Alienware’s repair center in Texas (really Dell’s repair center) and included a letter stating that the FedEx return label included the wrong return address and supplied them with the correct return address.
7) I called Alienware customer support and informed them that my computer had been shipped to them and the return label contained the incorrect return address. Customer support attempted to get me to agree to the battery of personal questions. I refused. Customer support said that they would not change my address. I reiterated the fact that I did not live at the address they had on file and agree to provide them (as before) with my customer number, invoice number, credit card information, name associated with the order or any other piece of information that was associated with the initial purchase. They refused to change my address.
8) This evening (December 11th) I received notification from FedEx that my computer was on the way back to my old address. Given the original time estimate for repair I don’t think that they even repaired my system. We will see. Nevertheless, I do not know who lives in my old house and don’t know if I will ever see my system again.
My Objective: Alienware computers are considered by many of the PC magazines to be top notch gaming computers. However, there are a plethora of excellent companies out there selling great products. I just want to let people know that Alienware’s policies are, in my opinion, invasive and unreasonable. I will never buy from Alienware or again.

[CibQueersejer]

Well, you say you're scared of Identity Fraud, but the thing is that's exactly what Alienware has to do to verify you're who you're saying you are. Making sure that you're not pulling a I.D fraud.

[P3bWjm1j]

If you really believe that, you scare me.

[cholleyhomeob]

damn dude, 3300 bucks and you might let it slide... **** that...

get your cash back and get you a real system

but on another note... i dont blame them for asking such personal questions... i mean someone could scam someone real easily just by knowing their address the other way
________
Toyota 7 history

[CibQueersejer]

If you really believe that, you scare me.

Previously working for a credit and ID fraud verification, not sure why it scares you. Customers like you always confused me.

[CibQueersejer]

If you really believe that, you scare me.

Boo.

Sorry, couldn't resist the urge. [rofl]

[P3bWjm1j]

I happen to be an internal control expert for a major insurance company, so I understand internal controls. This is over the top. I was sending them the computer I just purchased for repairs. What is the risk to them? Keep in mind that I tried to change my address BEFORE shipping the computer to them. I don't understand your point.

[blogforlovxr]

In Canada, the government recommends that people not use their Social Insurance Numbers as identification for any purpose other than employment, government programs, taxation, etc. They even recommend that you not carry your card with you in case it ends up stolen. I'd assume that the same is true in the States. No corporation should be asking you for this information because it is the key to your personal identity and very easily manipulated.

[TZtrDuso]

Why do they need so much info anyway? Just change the address. Happy customer. If they stole the system, they wouldn't know any of the order information at all. Just ask them what the number ison the reciept or something.

[lorrieholdridge]

DUDE! Get a Dell!

[ban][rofl]

[P3bWjm1j]

Boo.

Sorry, couldn't resist the urge. [rofl]

Once again, you make no sense. Why don't you try logic? Seriously, explain why you think it would be important for them to have this additional information.

[CibQueersejer]

Once again, you make no sense. Why don't you try logic? Seriously, explain why you think it would be important for them to have this additional information.

lol sorry ok i'll try my best to explain before heading off to bed.

It's just that it's been fairly easy lately for I.D theft, and it seems that Alienware is just turning up the strictness up a notch. Also you say they asked you about property you own, that comes up on your credit check (assuming you didn't apply for their credit card) so it would seem to me like a normal process.

[P3bWjm1j]

lol sorry ok i'll try my best to explain before heading off to bed.

It's just that it's been fairly easy lately for I.D theft, and it seems that Alienware is just turning up the strictness up a notch. Also you say they asked you about property you own, that comes up on your credit check (assuming you didn't apply for their credit card) so it would seem to me like a normal process.

I used my credit card to purchase the system and did not give them authorization or the information to pull my credit. Dell, Alienware's parent company, allows for customers to change their address on the Dell website with a customer number and the old address. Alienware should have some sort of alternative method of verification. Meanwhile, my system is being shipped to my old address (it is a rental).

[alex_loudermilk]

Well, you say you're scared of Identity Fraud, but the thing is that's exactly what Alienware has to do to verify you're who you're saying you are. Making sure that you're not pulling a I.D fraud.

I wouldn't have given some of those details - it's a bit unreasonable - in the uk we have a national insurance number (which I'm guessing is like your social security number)... used for tax purposes + hospitals etc... why a computer company would ask for that kind of detail is beyond me.

I have never had to provide more than a few digits of my credit card and address/name to be able to change account details with a company in the past.

[TeveVikep]

lol why the hell would alienware ask where you owned property and your social security number :S thats weird