Alienware Gets an 'A' in
Smart Computing's Support Showdown

Smart Computing magazine rated Alienware's customer support team with an overall grade of 'A,' making Alienware the only system manufacturer to attain this elite status. "Alienware easily beat all the competitors we tested in this category," stated Smart Computing. Companies were graded on four main criteria: accessibility, knowledge and professionalism, support time, and successful solution.

This privileged recognition represents the latest in a long line of awards and honors Alienware has earned for unfaltering customer support. Alienware customers receive first-class treatment through the award-winning AlienCare customer support program, which includes toll-free 24/7 phone support, onsite technical service, and an exclusive, personalized online support portal. AlienCare also delivers unlimited lifetime access to driver downloads, training videos, FAQs, and the AlienCare knowledge base. Unlike most system manufacturers, Alienware provides a wholly-owned call center, where a highly trained team of support representatives swiftly and knowledgeably addresses the questions and needs of customers.

Alienware further enhances the customer's experience by delivering exclusive support offerings like AlienRespawn™ and AlienAutopsy™. AlienRespawn represents a simple, proactive solution for eradicating the harmful effects of viruses, worms, and spyware programs by painlessly restoring your system to its original factory settings. AlienAutopsy is a unique and hassle-free tool that instantly provides the Alienware support staff with a detailed incident report over a secure portal and allows them to quickly diagnose a resolution for any critical system issues.

Alienware's unrivaled support ensures maximum security, reliability, stability, and peace of mind for all customers. With this dedication to providing customer service excellence, Alienware has built a brand name synonymous with top quality support.

Included below are excerpts from the August 2004 issue of Smart Computing:

Support Showdown

"Companies such as Dell, Gateway, and others that build and sell computers are intimately familiar with the support process, especially since many of their customers rely on them to solve just about any problem that surfaces at any time. But despite the years and years of support experience these companies have, some of the major players still can't provide effective support.

Both of our test calls to HP met with long hold times, several transfers, and even two disconnections before we finally spoke to representatives who would handle our problems -- neither of which they ever resolved. Gateway exhibited similar inefficiency, with representatives who suggested reinstalling the Gateway system software (including Windows) for problems that required less intensive fixes. Hold times varied wildly within the System Manufacturers category, as both calls to Compaq resulted in hold times of nearly 30 minutes, whereas Dell representatives answered both of our calls within just a few minutes. Although Dell performed well in most tests, Alienware easily beat all the competitors we tested in this category. (Alienware sells fast, high-end computers.) It solved both of our problems quickly and efficiently using representatives who seemed to be the most knowledgeable in this category."