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Shadowjcs
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Order in limbo, order support ignored me

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I ordered an Alienware 17 R4 on 3/30 and I received an email stating my order had been received with an estimated delivery in mid May.  I waited about 3 days and never received an email with an order number.  Online it states the order number has not yet been assigned. I emailed order support and they didn't help me at all. After I explained I only had a purchase ID they never responded and later I found online that the support request was closed.  Here it is a week later and I still have no order number, no idea if my order is even proceeding, and no help from support.  I have searched the forum and I see that I am not alone, there are several others that have placed orders recently and are in the same boat I am.  What is going on?

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Shadowjcs
1 Nickel

Re: Order in limbo, order support ignored me

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I know they are built to order but I should have gotten an order number in any case and a delivery date a month out is a little weird without a notification of delay. It didn't feel right and I was right.  I had initially contacted order support through email last week and that was completely useless as stated before.  I contacted order support again yesterday. This time I called and it took my entire lunch break but I was able to find a resolution.  My order was indeed in limbo and did not go through.  They had to create a new order.

So the lesson is if you haven't gotten an order number within 48 hours and/or have a delivery date a month out without notification of some kind of delay then you need to call (don't email) order support to confirm your order.

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Re: Order in limbo, order support ignored me

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Alienware is a Good product so they sell a lot and sometimes there are part shortages so they haft to be restocked and keep in mind these laptops aren't prebuilt like the alpha. and I myself am waiting for the Alienware 15 in mid may so all we can do is wait
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Shadowjcs
1 Nickel

Re: Order in limbo, order support ignored me

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I know they are built to order but I should have gotten an order number in any case and a delivery date a month out is a little weird without a notification of delay. It didn't feel right and I was right.  I had initially contacted order support through email last week and that was completely useless as stated before.  I contacted order support again yesterday. This time I called and it took my entire lunch break but I was able to find a resolution.  My order was indeed in limbo and did not go through.  They had to create a new order.

So the lesson is if you haven't gotten an order number within 48 hours and/or have a delivery date a month out without notification of some kind of delay then you need to call (don't email) order support to confirm your order.

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CHinOZ
1 Copper

Re: Order in limbo, order support ignored me

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Have exactly the same issue, but even calling the Order Support team was a waste of time.  When they hear that it is an Internet Receipt only, and that it is for personal/home office use, then it gets given to a "sales rep" who for some reason is always busy and never returns calls.

 

This is very frustrating, and seems to be a very common issue with the Dell Online Ordering

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