Absolutely Done Purchasing from Dell

This is not for Dell's use, but to hopefully to inform a future Dell customer.

I've had nothing but issues since I bought my first computer from Dell years ago. The following story could almost be carbon copied from my Alienware 17 r3 purchase almost four years ago.

I just made the mistake of purchasing two Alienware 51m laptops for my fiancée and myself, as they were on sale. I was either on chat or on the phone for three hours to place the order, as I had a question on the Memorial Day sale.

First, the order got delayed internally, and I called about it. I was transferred to a call centre in India, where I was informed that Dell discovered a hardware fault inside each of the computers during testing (which is always promising). He really stressed that the parts were NOT on shortage, as he stated "These parts are not on shortage, there's an issue with one of them". The person told me that the computers had the parts replaced, and that they were undergoing a 48 hour stress-test.

I called the call centre back a day later, and was told that the part was on shortage (she implied that the computers had not been assembled at all, which was in stark contrast with what I was told a day earlier). She also told me that she would expedite the computers and that she would assign a case manager in case I had any more issues.

So, I called back the next day, trying to actually figure out what was going on. I was told that one computer was ready to send out, and that the other had a part on shortage. She told me that the first person gave me incorrect information.

The next day, one computer shipped, and arrived without issue. I called about the second computer. I was told that it was ready to ship, and would ship the following day.

Today, 6/10/19, I finally received a message from my case manager. It said:

 

Dear Stephen (In no way is my name even CLOSE to Stephen),

Thank you for contacting Dell Customer care.

I am (Case manager's Name) the case specialist  and sending this email regarding your recent contact to Dell about the order (NOT my order number).

I am happy to inform you that I was able to expedite the order and  your order has shipped, estimated to be delivered by 6/11/2019.  

The carrier will generally make three attempts to deliver the order on three consecutive business days.

You can track the order by going to www.fedex.com/us  and kindly input the tracking number as (My actual tracking number; finally something that belonged to ME).

Please let us know if you have any further concerns and if your issue is satisfactorily resolved so that the case can be closed.

In case if you have any unresolved queries, I will be glad to open a new service request for you to make sure your issue gets resolved as per your satisfaction.

I hope this issue is resolved to your satisfaction.

You’ll receive a very short email survey with two questions completely based upon my performance regarding this case.
1st question with 1-5 stars with 5 being the highest.
2nd question if the issue is resolved or not.

If you have any feedback for me or any department, you can mention that in comment box which will be received by the management.

If you need any Assistance, I am just an E-mail away.

We appreciate your business.  Thank you for choosing Dell.

Regards,
(Case manager's name and contact information)

 

This is typical Dell customer support (I've had it happen at least one other time): getting two different customers confused and mixing their information so that one can see the other's. I sent an email back to him, informing him that he mixed the information for two customers. I have not heard back, and I doubt that I will. 

I just got off of a two hour chat with Customer Support, as there was an issue with the Dell Rewards. He ended up giving us $150 gift cards for each computer after I told him that we would not be choosing Dell in the future.

 

The second laptop should arrive tomorrow, and then, I will never use Dell for anything else. I don't care to hear back from their customer retention team (which they didn't have even a few years ago). I don't want to return my order. I don't want credit. I just want to find another computer maker that actually has functioning customer support and that has computers that are comparable to the Alienware line. Anyone have any suggestions?