I was happy I made up my mind to get an Alienware, Now I am frustrated and regretting my decision.. Worst customer service.. EVER!

I have never dealt with Dell nor Alienware before. I was in a need for a new computer so I was making up my mind on what to get. Then, I decided to get one to give Alienware a try even after reading bad reviews about it. I was so excited after I placed my order, that was back in early November 2010.  When placing the order, my sales representative said that my computer should be arriving on November 22, 2010 which is not bad for a custom built computer. The sales rep also told me that I should be receiving an email when the computer is sent out. Then, it was the beginning of frustrations.  Several days before the estimated delivery date, I kept checking my order status and email, still "in Production", no updates at all.  I thought Dell forgot to send me an email or forgot to update the status.  I decided to wait until the delivery date, who knows maybe the computer was on its way.  November 22nd arrived, nothing received.  I decided to chat with a representative because it was too late to contact my sales rep.  The agent told me my computer order HAS BEEN CANCELLED... I was shocked.  The agent couldn't explain what happened to the order and told me he/she cant do anything about it.  I decided to call my sales rep early in the morning to confirm if the order was really cancelled. She said it was and she is not sure why but maybe some parts were on backorder; however, she asked me to give Dell another chance because she will expedited my order and guarantee that the computer should be at my door on the first week of December. This time the estimated delivery date was December 10, 2010 but the sales rep assure that it will be on the first week of December, not second.  I gave Dell another chance and waited for 2 more weeks.  End of first week of December, nothing and still "in Production"...  I call my sales rep again on the next business day (December 6th). She said she was not sure what is going on, but will talk to her supervisor what they can do from their part and promised to call me back in a hour.  2 hours later my phone rang, the sales rep told me that I should be receiving it on Thursday (December 9th).  I wasn't sure. Then I checked my order status, and it changed from "in Production" to "Shipped". Thursday afternoon, nothing on my door. I checked my tracking number, it still says "in Transit in US". I call Purolator to see what is going on. The said the are still waiting for the parcel from the US and unless they receive the package, they cant do anything nor they have any idea of where the package is.  December 10th Friday morning (the actual delivery date from the site), I call my sales rep, she was either very busy or ignoring my calls, so I called Dell customer care. I talk to a representative, she said that in the US, they got a big snow storm so everything is delayed. I said ok and wait until Monday. December 13, Purolator still says "in Transit in US".  Then I called my sales rep, she said she is not sure what is going on, and told me to call customer care immediately to tell them to expedited the order.  I call customer care immediately, waiting for over 30 minutes on the phone to get a representative. I explained my situation to the representative, and she said she will send a request to send me a replacement and that I will need to wait for another 7 to 10 business days!.  At this point, I am already mad. I have been waiting for too long for a stupid computer. Dell already wasted me a month and a half for nothing!  So I requested the representative if I can talk to someone with more power, maybe her supervisor or manager. She sent a request for that and told me that her supervisor should be calling me within 30 minutes because the supervisor is in a call. 2 hours later, no phone call... I called again, talked to another representative, explain my situation, and demanded to talk to a supervisor. The rep then transfer me to manager who claim she is has the highest power of the customer representative department. So I told her my case and she said there is nothing she can do besides requesting to send me out a replacement  but it will still take 7 to business days. I told her I don't want to waste my time if Dell is not serious here on doing business. So I asked her if she can expedited the order and arrive this week. She said no and even said she can cancel my order refund me the money if I don't accept. I am like. Now Dell is manipulating me, to either **WAIT or GET MY MONEY BACK!

What kind of customer service is this. After waiting for a month and a half, I get this kind of service? And good job Dell, I think your strategy to not get business is working pretty well.

And who knows what happened to the money during that month and a half? Make a term deposit for a month and a half and make some interest out of it and then refunding your customer the principal? I could have earn some interest too if I didn't waste my time with you guys.

WORST CUSTOMER SERVICE, EVER.