My order (11/28) showed custom completed for a while last week, now it has only confirmed. So I was just on chat with one person who said it was flagged as an invalid configuration. They gave me a number to call. First CS said is was an invalid config and transferred me to order cancellation. Second CS said they needed to switch the 240W adapter to a 330W. They transferred me to another CS who said there is a technical/ configurations issue involving the wrong power adapter on all Alienware 15 (180W vs 240W) and 17 (240W vs 330W) laptops (1000's) and that they would have an update Thursday.
There was a time when Dell was #1 in Customer Service and Technical Support. Should Dell put forth the time and effort, I'm sure it can become #1 again.
As a customer of Dell for roughly 16 years, I can attest to how pleasant and productive Dell's Customer and Technical Support once was.
Dell computers are individually built, and the build process does not start until the customer places their order. We do not keep pre-built systems sitting on a shelf somewhere, that we can just pull it down and ship it to the customer. With that said, we depend on vendors to provide us with parts in a timely manner. Occasionally the vendor has difficulty meeting the demands and delays occur. The notifications department will send a postcard or an email letting the customer know their order has been delayed, unfortunately it looks like that didn't happen in your case. I'll mention this in our next team meeting, and hopefully we will do better next time.
I've been able to research your order and I see it has completed building and burn in. It left the manufacturing facility in China and is enroute to the USA, where they will box it and send it to you. The Estimated Delivery Date at the time of order was December 8th, so, technically it's not late yet. The information shows that the shipment is at a point where an expidite is no longer possible, as it's on the fastest track available at this time. A more current Estimated Delivery Date is not available at this time, but I feel that will be updated as soon as it arrives in the US.
If you would like me to check the status again, please contact me privately as displaying your order information publicly violates the Privacy Policy, and could lead to identity theft. Thanks.
I am having same issue as they shipped Alienware 17R4 with GTX 1060 instead of GTX 1070. I called them and Dell put another order for me with $0.00 charges since it is a replacement. I am still holding the current laptop just in case the correct order item doesn't arrived. I heard horror story that some customers shipped back the incorrect items to Dell but they never received the replacement nor the money being
credited back. Some cases are they reorderes for same items as were instructed but DELL doesnt want to honor the discounted price. It is a bait and switch by getting customers to order with lower price, sent the incorrect items, exchange the products but charging extras for items no longer within the promotion period. I asked the rep if they are going to penalized me by taking away my rebate credits (double) since I am getting another one and for now she said no but I lost trust with Dell. I bought Dell Inspiron 8200 and E1705 and Desktop 530 (cannot remember the model) in the past. 8200 is in the storeroom and e1705 given to my sister and both are still good. The desktop motherboard is dead though. Other than that I also built my own desktops and owned several laptops from other companies. I just want to let Dell know that they are not the only company out there. Please respect your customers. I forgot to add in, I also bought Dell Venue Pro 8 but the tablet was ordered through Microsoft website. The keyword, came from China.............
I sympathize with the statement of Dell's customer service decline. I made an order recently and can't believe how much it changed. the last time I ordered from Dell was when I got my Alienware 17 R1 and the R2 came out 1-2 months later. Back then I could tell where in the process it was. I could see if it was being built, tested, and boxed (shipping it from Malaysia to the US then packaged in the right box with a power cord and other accessories). But now Dell will only tell you if your order is processing, confirmed, shipped, and delivered. And the customer service is terrible. I tried solving a payment issue with them through a chat room rather than call to spend longer on hold than my phones battery would last only to be given a phone number and forced to spend 45 minutes on hold then another 10 minutes telling someone who thought I was a woman that I don't want a Dell credit card. Then yesterday I had a question about a free game the laptop I ordered recently (an Alienware 17 R5) and why the game doesn't show up as part of the order so I chose to send an email, and guess what, I was given yet another phone number for India and no answers. My advice about ordering from Dell, don't expect any form of customer service or to talk to someone in your country. Also expect to get a phone number rather than answers through the chat or email options (which I don't even know why they even offer at this point)
six8nate
1 Message
3
December 6th, 2016 11:00
I feel your pain.
My order (11/28) showed custom completed for a while last week, now it has only confirmed. So I was just on chat with one person who said it was flagged as an invalid configuration. They gave me a number to call. First CS said is was an invalid config and transferred me to order cancellation. Second CS said they needed to switch the 240W adapter to a 330W. They transferred me to another CS who said there is a technical/ configurations issue involving the wrong power adapter on all Alienware 15 (180W vs 240W) and 17 (240W vs 330W) laptops (1000's) and that they would have an update Thursday.
DELL! What is actually going on?
MSCII
1 Rookie
•
78 Posts
2
December 6th, 2016 11:00
As a customer of Dell for roughly 16 years, I can attest to how pleasant and productive Dell's Customer and Technical Support once was.
As evident from a surface review of Dell's forum, twitter, and subreddit / subreddit, this is no longer the case.
It's disappointing to its customers, and embarrassing to its employees.
robert p
4 Operator
•
9.4K Posts
0
December 7th, 2016 04:00
Hi pwoltat,
Thanks for posting.
Dell computers are individually built, and the build process does not start until the customer places their order. We do not keep pre-built systems sitting on a shelf somewhere, that we can just pull it down and ship it to the customer. With that said, we depend on vendors to provide us with parts in a timely manner. Occasionally the vendor has difficulty meeting the demands and delays occur. The notifications department will send a postcard or an email letting the customer know their order has been delayed, unfortunately it looks like that didn't happen in your case. I'll mention this in our next team meeting, and hopefully we will do better next time.
I've been able to research your order and I see it has completed building and burn in. It left the manufacturing facility in China and is enroute to the USA, where they will box it and send it to you. The Estimated Delivery Date at the time of order was December 8th, so, technically it's not late yet. The information shows that the shipment is at a point where an expidite is no longer possible, as it's on the fastest track available at this time. A more current Estimated Delivery Date is not available at this time, but I feel that will be updated as soon as it arrives in the US.
If you would like me to check the status again, please contact me privately as displaying your order information publicly violates the Privacy Policy, and could lead to identity theft. Thanks.
phpfreak
44 Posts
1
December 10th, 2016 12:00
I am having same issue as they shipped Alienware 17R4 with GTX 1060 instead of GTX 1070. I called them and Dell put another order for me with $0.00 charges since it is a replacement. I am still holding the current laptop just in case the correct order item doesn't arrived. I heard horror story that some customers shipped back the incorrect items to Dell but they never received the replacement nor the money being
credited back. Some cases are they reorderes for same items as were instructed but DELL doesnt want to honor the discounted price. It is a bait and switch by getting customers to order with lower price, sent the incorrect items, exchange the products but charging extras for items no longer within the promotion period. I asked the rep if they are going to penalized me by taking away my rebate credits (double) since I am getting another one and for now she said no but I lost trust with Dell. I bought Dell Inspiron 8200 and E1705 and Desktop 530 (cannot remember the model) in the past. 8200 is in the storeroom and e1705 given to my sister and both are still good. The desktop motherboard is dead though. Other than that I also built my own desktops and owned several laptops from other companies. I just want to let Dell know that they are not the only company out there. Please respect your customers. I forgot to add in, I also bought Dell Venue Pro 8 but the tablet was ordered through Microsoft website. The keyword, came from China.............
geoslim21
1 Message
1
July 6th, 2018 22:00
I sympathize with the statement of Dell's customer service decline. I made an order recently and can't believe how much it changed. the last time I ordered from Dell was when I got my Alienware 17 R1 and the R2 came out 1-2 months later. Back then I could tell where in the process it was. I could see if it was being built, tested, and boxed (shipping it from Malaysia to the US then packaged in the right box with a power cord and other accessories). But now Dell will only tell you if your order is processing, confirmed, shipped, and delivered. And the customer service is terrible. I tried solving a payment issue with them through a chat room rather than call to spend longer on hold than my phones battery would last only to be given a phone number and forced to spend 45 minutes on hold then another 10 minutes telling someone who thought I was a woman that I don't want a Dell credit card. Then yesterday I had a question about a free game the laptop I ordered recently (an Alienware 17 R5) and why the game doesn't show up as part of the order so I chose to send an email, and guess what, I was given yet another phone number for India and no answers. My advice about ordering from Dell, don't expect any form of customer service or to talk to someone in your country. Also expect to get a phone number rather than answers through the chat or email options (which I don't even know why they even offer at this point)