AgentTBC
1 Nickel

Someone help me get info on my order? I'm going nuts.

Hey all.  I've been a longtime customer of Alienware.  My first Alienware was bought over a decade ago and more have followed.  I've never had a single problem before now.  I ordered an Aurora Desktop on Jan. 15th which was supposed to arrive by February 10th.  That seemed like a long time given I could get virtually the same computer (without the case) elsewhere shipped within 5 business days, but like I said I'm a longtime customer so went with Alienware.  On February 3rd, the date was pushed back from the 10th to 17th.  I was told that they were "very confident" in this date.  On the 12th the date was pushed from the 17th to the 24th.  I am told Dell is "very confident" in this date.  Of course they were confident about the 10th and the 17th as well.

My problem is that I cannot for the life of me get anyone at Dell or Alienware to tell me what the problem is.  I can't seem to connect with anyone who can tell me where in the process my system currently sits.  Are some of the parts missing?  Is it being built?  Is it in testing?  I don't know, and nobody else seems to either.  I can't make an informed decision about cancelling the order and buying it elsewhere if I don't know what is going on.

Does anyone know of a way to get in touch with someone who can actually tell me what is going on with my computer?  I only ever seem to get to a call center in India or something where they know even less than I do about what is going on with my system.  Anyone know the proper phone #?  Email address?  Anyone got a friend who can sneak in and check?  Anything?

I'm quite discourage;  as I said, I've been an Alienware customer for over a decade.  That's quite a long time in computer age.  I don't want to stop being an Alienware customer but no one there or at Dell seems to be able to tell me anything beyond my payment was accepted.  On January 16th. Help?

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26 Replies
8 Krypton

Re: Someone help me get info on my order? I'm going nuts.

Join the club. I have been waiting since November for my replacement system. All Dell can ever tell me is "Alienwares are backed up". The last they told me is that people are seeing 60+ day delays on Alienwares. My suggestion, cancel your order and get it from someone else if you want it anytime soon. I just dont understand what is so hard about someone from the factory letting the people that we talk to know what the problem is. 

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Highlighted
8 Krypton

Re: Someone help me get info on my order? I'm going nuts.

Yeah, you're never going to find anyone who knows what's actually going on with it. There seems to be a huge divide between customer service and their manufacturing area. They can't tell you a) what the problem is b) when it will be resolved c) whether or not the new, arbitrary ESD is realistic.

The number of people coming out of the woodwork reporting delays is extremely concerning. I was thinking more and more of trying to stick it out with Alienware but if there are people who ordered machines two weeks before mine who are delayed longer than I am.........

Evil.

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8 Krypton

Re: Someone help me get info on my order? I'm going nuts.

ive been a long time customer too. my legacy systems rock.  I never had a problem with alienware. Now that dell has control of them its problem after problem.

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AgentTBC
1 Nickel

Re: Someone help me get info on my order? I'm going nuts.

I'm sorry to hear this from you guys.  60+ day delays?  With no word on the problem?  That's just unacceptable.

I'm a big enough fan of Alienware that I'm going to try one more big push on Monday to get some information on what exactly the situation is.  If I can't get anybody who can tell me what is going on I will be forced to consider cancelling and no longer being an Alienware customer after almost 11 years.  Maybe I'll try an ECB first because I would really prefer to remain a customer.

To me, the biggest red flag about a company which has grown too unwieldly for its own good is when that company makes it extremely difficult for a customer WHO VERY MUCH WANTS TO REMAIN A CUSTOMER to actually remain so.  It's a heck of a lot easier to retain a customer than to find a new one.

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8 Krypton

Re: Someone help me get info on my order? I'm going nuts.

To me, the biggest red flag about a company which has grown too unwieldly for its own good is when that company makes it extremely difficult for a customer WHO VERY MUCH WANTS TO REMAIN A CUSTOMER to actually remain so.  It's a heck of a lot easier to retain a customer than to find a new one.

I agree completely with you. I honestly can't understand why they can't give straight answers on what's going on.

Evil.

8 Krypton

Re: Someone help me get info on my order? I'm going nuts.

evil thats the million dollar question...

Alienware Aurora,black,17-975 OC 4.0,6gb corsair XMS3 DDR3 1600mhz memory,saphire HD 5850 1gb DDR3 GPU,640gb HD,custom liquid cooling,875 watt psu,DVD/CD RW,BLUray,19&1 reader,window 7 64,AO9 bios

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8 Krypton

Re: Someone help me get info on my order? I'm going nuts.

Reading through this and many other threads I cant see how some people (me for example) get their orders pretty muich exactly when they say they will but others get delayed with the exact same stystem for months.

 

It seems to be a procedural problem somewhere rather than a shortage of components. Dell need to sort this out as I am sure they cant afford to drive away customers of the high end / high margin segment any more than any other company can.

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Agent_TBC
6 Indium

Re: Someone help me get info on my order? I'm going nuts.

Yeah, I ordered a fairly standard desktop system.  No monitor, nothing particularly strange.  Except I upgraded to the ATI Radeon 5870 and there might, I suppose, be a bottleneck there.  Except I can walk in to the local Fry's Electronics and pick one up so if that's the issue I'd be happy to mail one to Dell.  If they'd just TELL me the Radeon is the problem I'd know what's up.

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8 Krypton

Re: Someone help me get info on my order? I'm going nuts.

Yeah, I ordered a fairly standard desktop system.  No monitor, nothing particularly strange.  Except I upgraded to the ATI Radeon 5870 and there might, I suppose, be a bottleneck there.  Except I can walk in to the local Fry's Electronics and pick one up so if that's the issue I'd be happy to mail one to Dell.  If they'd just TELL me the Radeon is the problem I'd know what's up.

I also had the 5870 on my rig. I had heard from Dell that it might be the source of the delays... but then other posts have said RAM.

I agree on the sentiment about availability of the 5870. It's not a hard to find card (about a billion on Newgg) and even Amazon is selling them.

Evil.

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