My letter to Alienware

I wrote the following email to Alienware Inc., an advanced computer manufacturer now owned by Dell. Apparently the web is replete with strongly negative reviews of the company - reviews that I sense are genuine and not just plants by competitors. After almost buying a computer from them, I decided not to, based on the extent of the negative feedback. However, I wrote this email to their PR department explaining the outcome. It's always good to provide real feedback, not just mooning praise or vitriol.

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Hello,

I was until recently very serious about purchasing an Alienware desktop. The prices for components were in general quite reasonable (better than at Dell for upgrades, for instance), and the motherboard technology was good. I wanted to use a specialized company that ostensibly could provide above average support. A quick perusal of online reviews shows that many customers are extremely unhappy with their experience. Much of what I have read rings true, so I am going in a different direction. The problem is, many of your potential customers (including myself) can build their own rig if they so choose. Alienware just has to provide a compelling reason for me to not build my own (fancy lights don't do it). Unfortunately, reliability of hardware and service is about the only reason to go with a manufacturer, and currently I don't have confidence that you can provide either. However, I imagine that your company wishes to do the best it can, and that is why I am submitting this letter. I do not wish any enticement or consolation for my decision; this is a genuine communication expressing my viewpoint as an educated consumer.

Sincerely,
Jevan Furmanski, PhD