Alienware HD Entertainment Center Manual
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Systems Returned to Alienware for Repair
If the Technical Support representative determines that your system must come back
to Alienware for repair, you will be issued an RMA number. Be sure to follow all of the
return instructions completely as all systems arriving at Alienware without a valid RMA
number will be refused and returned to sender.
The expected turn around time for system repairs is 10 to 12 business days from the
time the package is received in our Service Center to the time it is shipped from our
Service Center. If you are sending your HD Entertainment Center to the Service Center,
all you need to send is the unit itself. DO NOT send your monitor, speakers, keyboard,
mouse, joystick, other peripherals, cables or software unless advised otherwise
by your Alienware Technician. We have everything to test your system in-house. Be
advised that your HD Entertainment Center will be formatted and reintegrated. This is
necessary to purge your system of any viruses or worms that may be present on your
system and to protect our diagnostics network. Please back up all your important data
before sending it in. Alienware will not be responsible for any lost information. All
systems that come into our Service Centers for repair will be configured with only the
software necessary to restore your system to its original performance. This will include
your original OS and any software necessary for benchmarking your system.
Please use the original box and foam inserts to pack your HD Entertainment Center.
If you no longer have the original box, you must purchase the necessary packing
material to insure that your system is protected during shipping. Also, in the event
that you decide to use the original box- remember to remove or black out any previous
shipping labels and/ or barcodes. Alienware Corporation is not responsible for any
computers/components that may suffer damage due to improper packaging.
Return your system using the small package carrier specified by Alienware. Include
the following: a brief description of the problem, RMA number, your name, contact
information and current shipping address.
The carrier’s shipping document must be printed clearly and include:
1. The RMA number next to your name
2. Total declared value (Insurance)
3. Package weight
4. Your return address
Alienware will not be responsible for the contents of under insured packages. Please
contact Alienware support to schedule a pick-up.
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