After a very frustrating day of waiting for my new Alienware to arrive and finding out it was delayed, I decided to post my frustrations here hoping that maybe someone (either another customer or a Dell representative) could tell me something to make me feel a little better. Instead I was met with even more frustration to find out that my post was deleted. I certainly hope that one is allowed to voice concerns and frustrations here without being edited. I have after all been a good customer who has ordered at least 6 or 7 computers from Dell over the years.
In an effort to "comply" with the moderators and take yet another stab at getting some comforting words from someone I am resubmitting my edited post. I have made an effort to remove my rather harsh opinions contained in my previous post and am just presenting the facts as I see them.
I ordered a new Alienware R4 on 12/14/2011 that was supposed to be here today 1/2/2012. It did not arrive. I am extremely upset and let me explain why.
This is the second time an Alienware purchase of mine experienced a delay, and by surfing the Internet I can see that I am far from alone. What irritates me the most is that after my first experience with delays I decided to call Dell on Friday 12/30/2011 just to verify that my estimated delivery date was still today (1/2/2012), and the rep said something to the effect of “yes, it is for sure still due on Monday 1/2/2012, and I will add overnight shipping to your order for free just to insure you get it on time”.
After doing some work this morning I thought I would log into the Dell site to get my tracking number to see what time my machine would be here. I was greeted with the disturbing news that my estimated shipping time was changed to 1/18/2012!
I received no earlier email or warning that my date had changed, it literally did not show up as a new date until today, the day it was supposed to be here!
I find it amazing that the rep I spoke to just ONE business day ago didn’t even know the date had changed!
Adding insult to injury is the customer service experience. I called them and nobody was able to tell me anything more than the website told me. They seemed to be reading a pre-written script! When I became upset about what happened AND the lack of a logical or caring response from them the “best” he could offer was to cancel my order, like this would resolve my problem! When you are waiting for something for weeks, and have cutout other choices in the process and in my case had an important need for the computer on the estimated delivery date, offering to cancel my order is not helping! Canceling the order means I have to order a new one from somewhere, then wait for it to be shipped, therefore losing all productivity I could have otherwise had if I purchased it elsewhere on day one, not to mention the lost hours on Dells site picking out my system, and I then have to monitor my bank statements to see that the money is returned properly, costing me even more lost productivity.
Now that this has happened to me twice, and I have taken the time to read that others are routinely having the same problem it is really causing me to question whats up.
Maybe a helpful Dell or Alienware person can better explain the situation to me.
I am in the same boat as you except i ordered my first system 11/26/2011 and ended up getting a delayed email. So of course wanting this system by Christmas i called to see if that was possible. I was told that it would not be possible with the current configuration i had and told that if i cancel then order a new one with a different config it would be here on time. Well its now the new year and i have not received the system and it has been delayed i believe 4 times now and am expecting one at or around 1 am tonight.
It has only proven to be the worst customer service i have ever had in my life. I have been told so many times no it will be there sir we are sorry we are sorry we are sorry and it has yet to arrive or let alone ship.
I have been told a number of different reasons for the delay and lied to on one occasion i was told that it was a HDMI cable that was holding up my order, Funny thing is that there is not even a HDMI cable included in my order. This made me angry and at the same time made me laugh that i could not get a straight answer and someone would rather lie to me then just tell me they do not know. What kind of service is that i have spent countless hours on the phone and on chat with no prevail. Not once have i been told something useful or even something i couldnt find out on my own by going online.
If they tell you they will check with manufacturing to see what the hold up is and it will take 24-48 hrs thats just to buy more time. I have been told that tons of times and only received i think a call back twice to tell me to wait longer cause they did not find anything else out.
You dont get an email when it is delayed unless its like the 3rd time then by law you have to get one that tells you to ethier accept the delay or it will be cancelled. It is a automated process so on the day you think your order is supposed to arrive according to Dells website and customer service check online as it has been updated. Thats why i check mine at midnight to see if it has been changed and it always is. The one thing im confused on is how does the customer service people in India not know that it will not be there that day when they are a day ahead of me.
I really hope that you dont have to go through so much grief to get your system as i did maybe i just had the worst luck ever. Although from reading other posts to this forum this is not a new issue and i am not the only one. All i know is i cant cancel cause i have waited way to long and i want a alienware.
I had a chat with a sales rep acting like i wanted to buy a new R4 today. I put all the upgrades, best stuff, best monitor decked it out. As i spoke with him i told him what would be the ship date he promised it would be the 1/18/2012 and that the delays i have heard and read about are no more. Well it looks as to me if these delays are still much of a reality and you my sir have begun the exciting journey of Dell Estimated Date of Disapointment.
Hopefully one day for all of us we will be apologized to and told something useful or some real information as to what the delay is and a guaranteed delivery date. Im sure from what i have read and seen that is long overdue and we are likely to never see it in are lives.
Ordered my R4 on 12/26/11 with next buisness day shipping i should be delivered tomorrow, but it's still not shipped. I sure hope I donate it at least this friday. Still no email or anything from dell or Alienware.
After at least two or three more changes have been made to my shipping date.......New estimate is Feb 8th.....(this was after a Dell rep called a week ago to assure me the delays were finally over and I would have everything tomorrow the 2nd of Feb).....
If I didn't need the machine this would borderline on comedy............I would like to understand the Dell estimated shipping date formula.
Seriously, either a computer or a person has to arrive at those estimated shipping dates, so if I was hired by Dell to hand computer the formula, what would it be???
Have they considered changing something in the formula?
*** LOL, I figured I would update here...Dell has delayed the order at least two more times (i'd have to check my emails) they called ahead of time to tell me the delays were over and I would get my order "for real" this time.....No Cigar! I've decided to press on with this order no matter how long it takes. I am curious just how long this will continue and how many times they will call with another promise and missed delivery date.....