That does suck, but you need to realize that Alienware is not the only one that will do this. I owned an IBM once, tech support was non-existant.

Neighbor of mine owns a Dell, got the MTX virus, called Dell for "the #1 Service and Support" took more than 2 hours to talk to someone that both spoke english and didn't just transfer you to another office.

Then after all that crap, they just say that they don't offer help for viruses. Ok fine, that is a little understandable. Then after formating to reinstall (this MTX is a nasty one) Dell refused to offer instructions to this "less computer literate" person on how to re-install drivers.

I had to go over there and do what a half competent Tech Support person could have explained in 15 minutes.

Never again will I deal with a Complete System PC builder. Workstations yes, but PCs heck no.