The monitors are very good, laptops are generally fine, and in particular they make a competitive ultrabook that in any given year might be the best on the market. But don't think Alienware is immune from this curse or the weird sales tactics. It's proprietary or difficult to access components, weird cooling layouts, and poor CS both at the front and back end that produce this reputation. If you're buying a tower they're just best avoided, there are other better options even if you must have pre-built.
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"The great promise of the Internet was that more information would automatically yield better decisions. The great disappointment is that more information actually yields more possibilities to confirm what you already believed anyway." - Brian Eno
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