Alienware Delays - 2022

Question

I ordered a desktop (Alienware R13) for my business towards the end of may with a promised delivery date of June 6. No notification of anything until after the delivery window - when I was then informed the delivery was pushed back to June 21. I've been checking in constantly since then and have been told a few times that the order may actually be delivered early and the only missing part is the packaging. I've now been told (after yet more check ins) that the order may be delayed until June 28.

This is a warning to those thinking of ordering (and if you haven't checked these forums first) - do not believe the delivery dates given on the order site. Delivery times are clearly false in order to keep people from ordering elsewhere. Any attempts at asking for honest delivery times have been met with scripted responses from extremely unhelpful call centers. If you search these forums, you can see that this unprofessional practice has been going on for months if not years at this point.

The product is still probably better than average, but if you need anything in a timely and honest manner, then probably best to go elsewhere until they sort out whatever is causing these issues.

Ajachord · Answer

I'm in the same situation with my R13. I feel tricked. Shipping date came, today, and I receive an email saying it's been delayed. My order is now scheduled for 6 of July. If they would have just been honest during checkout, I wouldn't have cared as much. I also paid for upgraded shipping, why even offer faster shipping if they are clearly unable to fulfill orders. That's shady/bad business and like you said, its a way to keep the customer from going somewhere else. Omen was my 2nd choice but I hear they are just as backed up. There are several Alienware PCs on Amazon with 2 day shipping if you have Prime. Although, I didn't see any with my specs, 3090 etc. Ill have no choice but to cancel my order and find an alternative if there is another delay. I will say, they offered a small financial discount not to cancel my order. But I'd rather have my computer. Best of luck!

DELL-Cares · Answer

Hi,I'm sorry to hear about the order being delayed.This is not the experience we would want you to go through.Please private message us the order number, name of the registered owner and email ID so that we can review this on your behalf. Regards,Pamyaphi

Derekmoore · Answer

Yes excatly the same I was told my order was due to day and then an email telling its now the 4th July and complety messes me around.  I get so fustrated by the tatical approach they have to bait customers and they should compensate them for this.

DELL-Cares · Answer

Hi, We await to hear from you. Do write to us at your convenient time with the information we requested so that we can look into this for you. Regards, Pamyaphi

DELL-Cares · Answer

Hi,

I'm very sorry to hear of what has happened. This is not the experience we want our customers to have.

Could you provide the order # and the registered owner's name via direct message? I'll have it checked.

-Susanna

J2022 · Answer

To the Dell Moderators - the order finally arrived (a month later than promised).  It took way more effort on my (the customer) part to get any additional information or promises from the Dell/Alienware.  To add insult to injury - when the order did arrive, the box was wet and crushed.  I immediately had fedex mark it as damaged and sent images to Dell.  They promised to send a replacement out that was due today and it has of course been marked as delayed for a week, which I assume will turn into another 2-4 weeks instead.  I'm okay using the delivered PC for now, but this experience has been simply awful for such a costly item.

DELL-Cares · Answer

Hi, I haven’t heard from you since our last conversation.  Could you provide the order # and the registered owner's name via direct message so that I could check and assist? -Susanna

DELL-Cares · Answer

Hi,

I haven’t heard from you since our last conversation. As I do not have the order details, I wouldn't be able to assist you further, I'll be closing the case for now. If you still need our assistance, we are here for you our support team is available Monday to Friday.

-Susanna

Customer Care

Alienware Delays - 2022

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