Alienware Order Issues Continued

Question

As described in my previous post, I ordered an Alienware 13 R3 with OLED on November 27th.  I sat at a 'confirmed' status for the order and was not informed of any problems directly from Dell until I called myself to check the status. I was repeatedly told that the configuration was 'invalid' by multiple agents, but with varying instructions on what to do about it.  Nobody could tell me exactly was 'invalid' with the order (but this begs the question--if a part was invalid, why on earth was it available for me to purchase?) A few different people told me that my order needed to be canceled and reordered (at full price and losing the discount I received), which I refused to do.  Someone sent me to financial services due to a hold, which financial services told me did not actually exist.   Another agent told me I would receive a code that would allow me to reorder with expedited shipping (I never received this code).  Another two told me to do nothing--I would eventually receive my order when Dell resolves the issue on their end.  Mostly recently I was assured that my 'order will receive prompt attention and will be one of the first to ship out with upgraded shipping, as soon as possible.'  This did not, in fact, happen.  My delivery date was updated to December 19th.  I entered a chat with an agent today to check on the status and was told, yet again, my order had to be canceled.  I contacted the order modification department who insisted, again, that my order must be canceled and that if I didn't do it myself, someone else would.  He assure me that I would receive the same product for the same price.  This is all due to one component which is at end-of-life (to the best I can tell).  I will say that the rep at order modification that I spoke was very helpful, but I was on the phone with him for nearly an hour to essentially re-order the same product I already ordered nearly three weeks ago.  I was assured my order would be prioritized, but it shows an estimated delivery date that is exact same window that customers newly purchasing this product are being given.  I am also now not receiving nearly as much in rewards that I was going to get with this original order.  So now I am back at square one. Other than offering me the same computer for the same price (which, I might add, is a minimum expectation in my opinion), Dell has not really done anything to assure me they are going to make this right for me.   If Dell wants to retain me as a future customer, I would like some assurance that they will make every effort to expedite this order, provide a full credit of what I would have received in rewards, and essentially get me the product I originally ordered as quickly as possible.  I have been waiting an unreasonable amount of time, spent countless hours on the phone with agents, and dealt with an infuriating amount of frustration--all to become a customer.  I understand these situations are inevitable.  I also know that when a customer is inconvenienced, it is best practice to make it right--especially when the issue was at no fault of the customer.  I should not be penalized by losing rewards and being put to the back of the line on my order when I made a purchase in good faith.

jasonSritchie · Answer

I escalated this to Dell Corporate and was basically told that although my new order could be expedited, my loss in rewards from the original order would not be compensated.  I was extremely frustrated with the way this was handled.  When I asked if I could be compensated for the loss in rewards, I was told if this was done for me, it would have to be done for everyone who experienced this problem--YES, I agree, it should!  Dell apparently does not agree.  If this wasn't the exact computer I wanted, I would just cancel my order.  Infuriating to say the least.

PhoenixHawk1 · Answer

Try the twitter route, at least they are responsive.  @dellcares and @alienwareTech No resolution yet though.  Good luck

mikeyg0505 · Answer

Same happened to me and I ordered on Wednesday Nov 23rd. I had got a confirmation email that the est Delivery was Dec 2nd to Dec 5th. On Dec 3rd the date changed to Dec 8th and thought it's a crazy time no big deal, but on Dec 8th I find out that the order was canceled after trying to talk with someone all day. I got 2 different answers from the reps the first saying there was a part shortage and the second saying my order was canceled due to configuration problem. When I finally got the same answer from a manager, i was able to reorder, got a confirmation email saying est delivery was Dec 16, and have been checking it every day with no change, and everyday i call to check on the status, with the answers being 'its being built.' 3 days ago it said it was built, but nothing has changed on the order status screen with it still saying confirmed. When i called yesterday to find out if maybe it was going to be few days late I kept getting reps that would give 2 different answers. I got the same 'part shortage' answers and i got another saying it was 'going through quality compliance,' but none would give me any sort of wait time. I have been waiting almost a MONTH now and i am not closer to any answers. I have emailed and called and no one responds to either, even with telling them I was going to cancel it if i couldn't get an answer. I spent $3K for this laptop, opened a dell preferred account to get the best possible upgrades to have a great computer, and i feel (just like any of us who spent money with this company) that we need to be getting answers. I needed this laptop by this weekend before i leave for the holidays as my mac is on its last breathe. I thought going with a 'trusted' company like Dell would was the best way to go but have just been left in the dark. No one i have spoken with from dell has tried to correct the situation, that even the service rep that contacted me through the phone doesn't answer when i call and i have been calling her everyday for a week. This has been the most stressful purchase i have made and am beginning to regret it.

Ryye · Answer

Well, I have received my replacement Aurora R5 which was sent after a supervisor explained about the switch of the parts. Explained how they were going to make it right and make sure I got the correct one that I ordered.....

Now I have a DUPLICATE MACHINE WITH THE EXACT SAME PARTS. They did not build it with the Founders Edition card I paid for. Just sent the exact same thing! OMG. Are these guys losing money, going out of business, or what? I have found others online with the exact same order, and some with similar orders which were also given an in house built video card, inside their own unlabeled plastic casing, instead of the Geforce GTX ones you see on their site.

It seems everybody who purchased a setup which had a sale price on it, had it switched out during build time.

Now, what do I do with two duplicate machines which are the exact same and not what I paid for? Any ideas what be helpful, seems support is not there to help.

Also, are power supplies supposed to be a cube made out of aluminum, with no stickers or identifiers anywhere on it, not even what its rated at, or the government electrical pass sticker thing?

89fordprobee · Answer

well cant speak for the cards.. but first one probably better off keeping(if you do) as other might be a refurb.. had that happen to me enough times few years ago(system was a week old when replaced with worst off refurbs) but as for the PSU , most of the time ive noticed with dell is the stickers are on the back side so removing it is required to see it... even my 2 ASUS pre builts are the same had to remove to see the rating on it.. but yea for most part made of old recycled beer cans probably lol

although on canadian site i see it showed images of a 1080/1070 FE .. when looking at description and such it just states 1080./1070 gtx.. nothing implies a FE version... not saying it wasnt in your case but unless its specified on the order idk... other then the price.. which collaborates with a FE version but OEM''s always mess you for prices... haha anyway i wil watch this to see the outsome im pretty interested in this.

Scie43 · Answer

I experienced the exact same cancel and reorder nonsense. It has been almost a month since my original order and still waiting for my item to ship even though it shows online for days that it 'completed custom build process'. I have an expected deliver date of the 19th to the 23rd. I am not very hopefull that mine will arrive before Christmas. If they tell me I have to reorder again I will just tell them where they can shove it and get a Asus or MSI. And will return the laptop I bought my wife the same day that because it wasn't Alienware was received 5 days after ordering.

Tesla1856 · Answer

Eimy is just trying to help. However, know that she is in Technical Support and if you are going for a refund, parts-swap, or gift-card ... that's a Sales Order issue (different department).

But it was kinda funny. Not true, but a little funny. I hope you find a solution you can live with.

Ryye · Answer

ROFL, the 'different department' statement made me laugh. It's just that I've heard that on phone support so many times as I get transferred back and forth between the two, had to reply!

9 times back and forth 'different dept' nonsense during last call alone.

Must be in the training somewhere to do that?

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