Aurora R11, Shipping Delay

Question

I purchased a $4000+ desktop R11 (maxed out on everything) on 30 November with a promised ship date of 18 December and a delivery date of 23 December. I ONLY purchased this as it was a 'promised delivery date of before Dec 23' as indicated by the customer service rep.  Throughout the process I had over 13 interactions with customer service to ensure it was on time. Each time, they had VERY limited knowledge of the order, only regurgitating what was found on the online order page. I could have been a customer service rep for all the knowledge they had.  I finally made a call to Customer Support on 16 December as at that time, my order had not moved from Confirmed to Production. The customer service representative assured me it would ship on time (by the 18th). It is now the 20th and I just received an email saying the new delivery date has been adjusted to 11 Jan.  So I have 13 documented interactions of online customer support, as well as a audio recorded phone call with customer service assuring me it would be expedited and shipped by the 18th. I do plan on canceling my order in the morning when they open as well as filing a well documented complaint with the Better Business Bureau. This will be supported with screenshots from 13 of the online support tickets as well as audio from a phone call from their customer support center.  While I understand a global pandemic and shipping constraints, I do NOT understand a false promise and 13+ lies from a company. If there is an issue, it is expected to be communicated to customers, and compensation delivered. I paid over $4,000 for a computer to be delivered prior to Christmas and that contract was clearly breached. This is unacceptable from a company of this size and reputation without significant compensation. I would prefer them to keep their side of the contract, however if they can't, they need to communicate this early/often and provide adequate compensation.

Mary G · Answer

This is a user to user tech forum so we can only sympathize with you.

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