Alienware issues (exchange not equal, forced refund)

what kind of silly rule is that? i think that is what I was told. first i was told to take out the names and email addresses, i did that. next i am told that i was told to take the email formatting, whatever that means. ok here goes, try number three. Here is the same text that I previously pasted from a Word document to this forum. If anyone finds an email address or a name that is not my email address or name then please send it to my email address to. For some reason they did not care to send me an email the second time they deleted my posting. They just said it had dell email addresses in it then they just said we told you to take out the email formatting. Since I have no idea what they are talking about, here is the third attempt to post this message. I did a complete search for every name that was contained in the original and every occurrence of the word ' dell ' and every occurrence of the at symbol the first time, before I posted it, and not the second time before posting. If there is a violation of any rule, I expect to receive not only an explanation of the rules that were violated, but also a complete copy of the text that contains the violation. This is a copy of a posting that I made previously. This copy has the names and email addresses deleted. The original posting was deleted by the forum moderators due to the names and email addresses that it contained. The only email addresses that are included are my own.

Below you will see a copy of the emails that i have sent to try to resolve this issue. The last i heard from tech support, over 3 weeks ago, is that they decided to request a refund. Now i get no replies about my inquiries. I have tried every email to Dell that I can find. The most recent emails are at the top. So if you start at the bottom and read up, you will get the full history. At one point i talked on the phone to a support person and they told me that I would be able to exchange components between the faulty computer and the exchange computer but later they refuted that and claimed something different in email. After I called him out on that lie, they apparently decided to force me to accept a refund. Since then, i get no response via email form them or their supervisor. Now i have 2 Dell computers. One that has problems and one unopened in the box that it came in. I am trying to find out what to do about this situation but so far no one is responding.

From: edlogic
Sent: Monday, January 06, 2014 9:54 PM
To: [Dell exchange department email address deleted]
Cc: [email address deleted] ; [email address deleted] ; [email address deleted]
Subject: Fw: Alienware
As you can see from the email history below, I have made a substantial effort to find a resolution to this predicament that has evolved. In the last two weeks, I have been told that the Alienware technical support staff have concluded, on their own volition, that this transaction is being processed as a return for refund. I have made several attempts to contact them, since they made that claim. They do not respond. I tried to contact the supervisor and still no response. It appears that they are no longer interested in me or the two Dell computers that I have in my possession. I suppose I should respond correspondingly. Please forward this email to anyone at Dell who may be able to help me resolve this issue, being as I have long exhausted all of my resources in attempting to do so.

From: edlogic
Sent: Saturday, January 04, 2014 9:16 PM
To[email address deleted]
Cc[email address deleted]
Subject: Re: Alienware
I would like the email address of another supervisor. I have sent two emails to [name deleted] in the last week, with no response whatsoever.

From: edlogic
Sent: Friday, January 03, 2014 9:38 AM
To: [email address deleted]
Subject: Re: My History With Dell Computers is Over
I would like to know how you wish to proceed with this issue. I have had a terrible time trying to get a dependable computer with which I can be happy. I have had many troubles with this computer and many, many troubles with the procurement department in getting a replacement and satisfactory compensation for my troubles. As you can see from the emails, I finally have been told that I am expected to accept a refund decision made by the Dell representatives who were supposedly attempting to provide customer service. Do you feel that I should return the two computers that I have, for a refund, and just mark it up as a big mistake? Where do I get compensation in that scenario? I feel that I have been injured in this situation and I also feel that there should be some compensation allowed for my troubles even if I do accept a refund. At the time that I first placed the order, I also posted messages about my intentions to buy the computer to message forums that cater to do it yourself system builders. I posted great things about Dell and how I stopped building my own systems eight years ago and started buying Dell machines because of the service, warranty and performance of the computers. I made comparisons about the cost, value, and the good experiences that I have had with Dell in the past. Then as the troubles with the current situation developed, I reported how things have drastically changed. I also posted the entire email history to the message forum and stated that all the troubles are not worth it any longer. Rather than just settle for a refund and leave me with bitterness to the point that I will tell my story far and wide, I would rather you authorize compensation that would result in me being less sorry about these past unfortunate transactions. If we can agree to that, then I will even remove the email postings and the negative comments. I will simply replace the posts with less detrimental observations. If we cannot agree to that, I will consider my other options . Thank you.

From: edlogic
Sent: Sunday, December 29, 2013 12:15 AM
To: [email address deleted]
Subject: My History With Dell Computers is Over
Here is a history of emails for my last attempt to purchase a Dell product. Most recent emails are at the top. It was fun while it lasted. I bought 4 great computers since 7 years ago. I will be changing my email to

From: edlogic
Sent: Saturday, December 28, 2013 10:29 PM
To: [email address deleted]
Subject: Re: Alienware
haha now you are also becoming comical with your responses. The email of your supervisor is in several emails in this history, including the very first one at the bottom and your previous email. It reads like this:
How was your experience? Please contact my manager [email address deleted]with any feedback.
have you violated any rule ? or is it a new rule conveniently implemented just now, just for you?

From: Dell
Sent: Saturday, December 28, 2013 9:30 PM
Subject: RE: Alienware
I`m sorry I`m not allowed to provided their personal emails, and you can call the regular Alienware line and they can transferred the call to [name deleted], or [name deleted] after Jan 2nd. [phone number deleted] Alienware

From: Dell
Sent: Saturday, December 28, 2013 9:07 PM
Subject: RE: Alienware
Well you know how holiday season is very busy for us, specially during Christmas when everybody buys and open gifts, we got a lot, a lot, of calls those day and little time to do anything else, Fortunately right know the queue has calm down quite a bit. Has I mention before our supervisors are [name deleted], and [name deleted]. I`ll be back until next Tuesday, bye
[name deleted]
L1 Technical Support Agent
Dell | Alienware Technical Support
My work schedule is 3:00 pm – 10:00 pm CST Tuesday to Saturday.
Follow us in Social Media and Communities to stay on top of the latest solutions from our experts!
How was your experience? Please contact my manager [email address deleted]with any feedback.
Please visit http://support.dell.com/Alienware for the newest content, FAQ’s and most common solutions for all Alienware platforms.

From: edlogic
Sent: Saturday, December 28, 2013 8:38 PM
To: [email address deleted]
Cc: [email address deleted]
Subject: Re: Alienware - sold by people who are out of this world - made by people who are out of this country
Thank you for that information. I would like the contact information of your supervisors please.

From: edlogic
Sent: Saturday, December 28, 2013 8:35 PM
To[email address deleted]
Cc: [email address deleted]
Subject: Re: Alienware - sold by people who are out of this world - made by people who are out of this country
I suppose you have approval from your supervisor to do that? May I have her name and contact information? You stated that “since you were not clear” then “we decided”. So now that you and your company have made mistake after mistake after mistake. When you finally make the last mistake you can stand, then you decide to just refund my money and pretend it never happened? Just because you send a refund request, does that mean that I am bound by your decision made due to your mistake? If you are not bound by your spoken word then why should I be bound by your decision that was made because of your mistake? I did not ask for a refund. Is it in the contract that if the company decides they don’t like me that the company can force a refund? Yes, when you misrepresented your authority, then you tried to cover it up and lie about what you told me, I have become angry. I have tried to work this out and I have put up with your illogical order canceled because of part code irregularities but create a new order with the same exact part codes. I did not make myself clear so here is your money back. I believe that you are obligated to supply me with the merchandise that you promised. I don’t believe that I am obligated to accept your proposal of solution.
I believe that I can do anything I want, as long as I return you one machine as long as it complies with your standard exchange policies. I believe you gave me permission to do that and I believe that there is nothing that you can do to stop me. NOW are you asking me if I want a refund, or are you telling me that I have to give back to you that which I have already contracted to purchase? You sure changed your tone fast when you got called down about what you said on the phone and what you pretended happened in your email. Please escalate this to a higher authority. I am fearful of what you might do if you make another mistake like the last one you made. Oh, by the way, This email and the entire history of our communications have been blind copied to some very nice friends of mine.

From: edlogic
Sent: Saturday, December 28, 2013 8:22 PM
To: [email address deleted]
Subject: Re: Alienware
Thanks, but I kind of wanted their email address and phone number.

From: Dell
Sent: Saturday, December 28, 2013 8:10 PM
Subject: RE: Alienware
Hello, [name deleted] and I talked to our supervisors and we decided that the best option is to process a full refund for the machine if you do not feel satisfied with the new system exchange has it is. You can either refuse the shipment, or take it, and we can send return labels anytime. Since it seems that we were not clear during our conversations between [name deleted], you and me over the phone, and email, PLEASE DO NOT MAKE ANY CHANGES ON ANY OF THE MACHINES, DO NOT TAKE ANY PARTS OUT OF THEM OR SWAP PARTS. If you do not want the system exchange has it is the best option is to continue with refund request.
Best regards,

From: edlogic
Sent: Saturday, December 28, 2013 7:44 PM
To: [email address deleted]
Cc: [email address deleted]
Subject: Re: Alienware - sold by people who are out of this world - made by people who are out of this country
Quite curious that after 4 weeks of emails, suddenly the response time has went from 4 days to 4 minutes. I am amused.

From: Dell
Sent: Saturday, December 28, 2013 7:35 PM
Subject: RE: Alienware
Sir, after reviewing the case, we already have a resolution for this, since it seems that I wasn’t clear during my conversation with you on the phone, we decided that we are going to send a refund request for the machine and the amount on the original order, so PLEASE DO NOT PROCESS ANY CHANGES ON ANY OF THE MACHINES, DO NOT TAKE ANY PARTS OUT OF THEM OR SWAP PARTS, we will get in touch you ASAP to communicate you the process for the system refund, as well once we get the approval, this seems to be the best solution for the two of us, I deeply apologized for any inconvenience or misunderstanding but this is how we are going to proceed with the case. Thank you

From: edlogic
Sent: Saturday, December 28, 2013 6:40 PM
To: [email address deleted]
Cc: [email address deleted]
Subject: Re: Alienware
I am seriously wondering if I will be satisfied with the new computer if it does not have the ALX chassis. Maybe I will, but I don’t know if I want to go through more of what I have experienced so far in this transaction. That is the reasons why I tried to contact you about these concerns before it shipped so that we could delay the shipment until we got these things resolved. Now you are asking me to receive the shipment, and face having to deal with returning one computer and waiting to see if you approve me getting a refund on the second computer, if it has problems or I am not satisfied with it. This is exactly the situation that I wanted to avoid. I am sorry, if we cannot have an agreement about how this is going to proceed before arrival of the new computer, then I will possibly choose to forego being put in the aforementioned situation, and decide to refuse shipment and request a refund. I have had enough trouble with this transaction already. If it is permissible for me to configure, or have the system configured to my liking then we can proceed and I will take a chance of it not working out, with the proviso of me being fully eligible for a refund. Otherwise, I will have to reconsider my options.

From: edlogic
Sent: Saturday, December 28, 2013 6:20 PM
To: [email address deleted]
Cc: [email address deleted]
Subject: Re: Alienware
To set the record straight, [name deleted]DID NOT specify to me that he would have to get approval for anything other than a final refund request. He DID state that it would be ok for me to make the hardware changes. He DID state that any damage would NOT jeopardize a refund request. Towards the end of the conversation as he seemed to be ready to say goodbye, I felt as if all the concerns that I had were alleviated and to be sure of no misunderstandings, I asked him to send me confirmation in email of WHAT WE DISCUSSED. He DID NOT communicate to me that he would have to get permission for me to do anything after the system exchange. The ONLY thing that he said would need permission is a request for a refund. He assured me, more than once, that the configurations changes that we discussed, and any damage that incurred would NOT jeopardize my ability or qualification for requesting a refund. As a matter of fact, when I asked him to send me confirmation of what we discussed, he stated that he was already typing the email. He did not say he was typing an email to someone to approve what we discussed, he was typing the email to me. Apparently, some time after we got off the phone, he decided that it was not safe for him to type that email to me, so he asked someone and found out that he should not have said that to me and now he has changed his story and claims that he informed me on the phone that I would “have to wait until after the system exchange to approve that”. How could it be possible that I so thoroughly questioned him about my options and specifically asked pointed questions about exactly what I could expect, and then to ask him to send me an email detailing WHAT WE DISCUSSED, if he informed me that I would have to wait until after the system exchange to receive permission? The very reason why I was discussing these issues is because I don’t want to wait for permission after the system exchange! I could not possibly have had the idea that my fears were alleviated if he would have espoused that I had to wait for permission after the system exchange? I waited for the email and was surprised that I did not receive it shortly, since I thought that he was sending it to me presently. I do not think that I am mistaken about this, not one bit. I understand if [name deleted]made a mistake and improperly gave authorization for procedures that he cannot make binding. I don’t understand why he would now pretend that his statements were only a predication of what may be possible, only after the system exchanged occurred, if permission was granted by another authority. I think it would be wise if he told the truth and admitted it. Now, I am wondering if I need to record all of my phone calls. Please let me know if you can get permission to allow me to configure or have the two machines configured as we discussed.

From: edlogic
Sent: Saturday, December 28, 2013 5:45 PM
To: [email address deleted]
Cc: [email address deleted]
Subject: Re: Alienware
how about if I pay for a tech that is certified by you to do the mobo swap if you don’t think I can do it? how much would that be?

From: Dell
Sent: Saturday, December 28, 2013 4:18 PM
Subject: RE: Alienware
Sir. We are reviewing the case right now, as I said on the phone, we will have to wait until you get the system exchange to approve that, but as we mentioned since the very first time you can swap the liquid cooling system without any problem, I ask to please wait to receive the new system in order to confirm if it is ok to swap the chassis. Thank you

From: Dell
Sent: Saturday, December 28, 2013 5:29 PM
Subject: RE: Alienware
Hello, I need to get permission from a supervisor to authorize the MOBO swap from one computer to the other one, because we could have just send you a MOBO instead of the hole new system. I know they allow to change the HDD if they are same size. If you really want a premium liquid cooling then we can send the replacement part when they come available on Dell stock. I advice for you to try out the new computer we are sending has it is and if you feel satisfied keep it, if you don`t then we can always request a full refund, and you can reorder with everything you want if you wish to do so. Please let me get back to you once a get a confirmation to change the MOBO. Also you can always change the account ownership anytime to who ever you want. Remember it takes a few business days for the data to be transferred on the account to the new owner.
Best regards,

From: edlogic
Sent: Saturday, December 28, 2013 3:03 PM
To: [email address deleted]
Cc: [email address deleted]
Subject: Re: Alienware
Also, I would like email confirmation that I will be able to transfer ownership to someone else.

From: edlogic
Sent: Saturday, December 28, 2013 11:33 AM
To: [email address deleted]
Cc: [email address deleted]
Subject: Re: Alienware
[name deleted] called me on the phone yesterday. I explained that I was concerned about accepting the new machine delivery and being able to get a refund if I am not satisfied. Then we discussed the possibility of me exchanging components of one machine to the other machine so that I would be able to take the motherboard from the new system and put it in the old system that has the ALX case and premium cooling. He told me that would not be any problem and furthermore, it would not void my warranty nor make me liable for any damage that may occur. He also told me that even if any damage occurs that I could still return both machines for a full refund. After we discussed that, I asked him to confirm those statements via an email. He said he would send the email right away. I did not get any email. Is there a problem with verifying these agreements? P. S. – I started building my own computers when PC’s first came out in the 1980 ‘ s . I built at least 15 computers up until about 2004 when I considered that building was not much more cost effective than buying a machine. I bought a couple of machines from the local stores, then in 2006, I bought my first Dell desktop. A dimension 9150. A year later I found another 9150 on the local CraigsList and I bought that for less than half the price of a new one. A couple of years later I bought an XPS 720 from the outlet store, next I bought an Area 51 from the outlet store. I have been satisfied with all my Dell purchases until now. I want this to work out . My main problem right now, if I can get a system that works reliably is the small size of the case. My next computer will absolutely not be a Dell if the case is this small. it may be possible for me to decide to keep the new machine if I can get that motherboard functioning well in this existing ALX case with the premium cooling. If we cannot agree to that then I will probably be inclined to return both machines as they are for a refund. If I don’t get a positive response from this email, then I may decide to refuse shipment on Monday and request to return this machine.

From: edlogic
Sent: Friday, December 27, 2013 6:31 PM
To: [email address deleted]
Cc: [email address deleted]
Subject: Re: Alienware
Another problem with this system that I kept forgetting to mention is that, when viewing the thermal controls:
Ambient Sensor 1
Ambient Sensor 2
Hard Drive Fan2
all show 0C for the temperature .
It seems that faulty sensors or faulty monitoring could lead to catastrophic failure.

From: edlogic
Sent: Friday, December 27, 2013 11:31 AM
To: [email address deleted]
Cc: [email address deleted]
Subject: Re: Alienware
I guess I was not smart enough to carbon copy every email to Mr. [supervisor name deleted]. Maybe he would have responded in a timely fashion? My previous email addressed concerns about the warranty constraints and the new shipment. I was hoping to get an answer before it shipped so I could cancel that order if thought it would be better. I am sending emails and routinely not getting replies for 3 or 4 days. Mr. [supervisor name deleted], Please see the previous emails below. I was not emailed about the new computer order until 4 days after it was started. And even then, the questions in my prior email were not even addressed. Also, there seems to be a major flaw in the reason I was given for the previous order to be canceled by Dell. I was told on the phone that it had to do with the parts list and parts code numbers for that order. I fail to see how the previous order was flawed by parts lists or code numbers when this new order has the exact same parts and code numbers. With quality control or inventory auditing being this lax I would not be surprised if you sent me parts that do not correspond with what is on the manifest. What recourse would I have in a situation like that? I think I will refuse shipment on Monday, and ask to ship this computer back for a refund, unless I get information about the warranty deadlines and constraints I am facing. And some answers to my questions.

From: edlogic
Sent: Tuesday, December 24, 2013 4:52 PM
To: [email address deleted]
Subject: Re: Alienware
Sorry, I am once again starting to have second thoughts about these arrangements. I am on the Dell Preferred account and I am due to make a payment soon. What are my options or time requirements as far as cancelling the order or getting a refund? My concern is that if I wait for the new computer to get here and for some reason I don’t want to keep it, will I still be able to return that computer for a refund? What about after I have made a payment? Will I get a refund for that payment? Are there time deadlines that I am facing that will prevent me from getting a refund if I keep waiting for the new computer to arrive? Is there any reason why I would not be able to receive a refund if I am not satisfied with the new computer that is being prepared now? I want to make sure I don’t get caught in a situation of passing a detrimental time constraint .

From: edlogic
Sent: Tuesday, December 24, 2013 12:00 PM
To: [email address deleted]
Subject: Re: Alienware
I fail to see how the previous order was flawed by parts lists or code numbers when this new order has the exact same parts and code numbers.

From: Dell
Sent: Tuesday, December 24, 2013 11:20 AM
Subject: RE: Alienware
Hello! This is the new order # . You can see the system specs on this link, [link deleted] the description says Aurora ALX, because your original system was ALX, but the system will come with standard chassis and cooling system.
Best regards,

From: edlogic
Sent: Friday, December 20, 2013 12:33 PM
To: [email address deleted]
Subject: Re: Alienware
wow – I just spent another 30 minutes on the phone trying to find out why the order was cancelled and I was told that there were errors with the code numbers of the parts on the order. so what is the story now ?

From: Dell
Sent: Thursday, December 19, 2013 5:26 PM
Subject: RE: Alienware
Hello! They approved to send the upgraded processor , the new order # is . You can check it at [link deleted]
Best regards,

From: edlogic
Sent: Wednesday, December 18, 2013 1:49 AM
To: [email address deleted]
Subject: Re: Alienware
I only remember you mentioning that the ALX chassis was not available. I don’t remember hearing that the premium cooling is not available. Hmm. Ok, thank you. I guess I may need to buy my own liquid cooler if the stock one isn’t good enough .

From: Dell
Sent: Tuesday, December 17, 2013 9:02 PM
Subject: RE: Alienware
Hello! I see you are having many, many, problems with this system. I send the request to see if the Head Managers approved to send the “Intel® Core™ i7-4960X Extreme Processor (6-cores, 15MB Cache, Overclocked up to 4.3GHz w/TurboBoost)” has an upgrade and compensation for the missing ALX chassis and premium liquid cooling, witch are not available at the moment. The price difference is $1000 to the one you originally order. I hope they`ll say yes. Also I don`t think they`ll agree to any other kind of compensation if this one is approved.

From: edlogic
Sent: Monday, December 16, 2013 9:34 AM
To: [email address deleted]
Cc: [email address deleted]
Subject: Re: Alienware
one other problem that I forgot to mention. sometimes when I shutdown the computer – windows shuts down and the screen goes off and the hd light stops. but the computer front light stays on – until I press and hold the power button. It used to turn off by itself but lately it is not. since I almost never shut down my computer – only to make hardware changes – I am not sure if it is intermittent or persistent now – but the last several times I shut down – the light stayed on – I am using two different operating systems – so it is not software – the light stayed on when shutting down each OS – I waited several minutes but it should be quick – both OS ‘ s are on SSD drives. since 1981 with a Radio Shack Color Computer – all my main computers – with the exception of notebooks – I leave on all the time.

From: edlogic
Sent: Monday, December 16, 2013 8:03 AM
To: [email address deleted]
Cc: [email address deleted]
Subject: Re: Alienware
if possible I would like to get a cpu upgrade. if necessary, I am willing to pay an additional amount. here is a list of the problems that I have experience with this current machine –>
when flashing bios to a10 - suddenly the audio starts buzzing and crackling and had error window pop up with large black frame. i think maybe same error window i get whenever i try to choose active ventilation in the thermal controls. at the time it startled me and I thought for sure the computer would not reboot but it did. if any hard drive is removed or added - the bios hdd boot priority changes from my setting of
p0
p1
p2
p3
g13 usb device - logitech gamepad - goes off unless profile app is loaded - when the app is unloaded the g13 goes off again - this is not how the g13 operates on other computers - i have 2 g13 devices and used them on 3 different computers – also the g13 comes on and goes off at random intervals – sometimes a few minutes apart and sometimes hours in between – I have not noticed any correlation to any other activity – if I disable and enable the unit in device manager it comes on when enabled
but turns back off. alienware keyboard stops typing - ( i don't know if it is the keyboard or the computer causing the problem ) - if i unplug the keyboard and replug then it starts working again. also alienware keyboard suddenly starts continually repeating the character that you just typed - have to unplug and replug. it did it twice while i was typing this text - maybe this keyboard is bad ? will not be able to tell until I try this keyboard on another computer. clear cmos jumper - when the computer is off - if you press on the jumper sideways - the computer will start up - if you move the jumper with tweezers the computer will start up – sometimes the relay clicks multiple times – I have to unplug the machine before attempting to move the jumper – I noticed this when I went to reset the bios password. sometimes usb devices power on during post but turn off at end of post and do not come back on - the alienware keyboard lights up and then the lights go off and I am not able to log in – other usb devices ( joystick ) lights go off also. fan speed surges when some apps are loaded - not consistently though . fan speed surges when some usb devices are connected sometimes freezes on windows 8 loading - before welcome screen. initially there were wires blocking the hard drive bay p0 - the wires above the bay were hanging low and made it difficult when inserting a hard drive - i had to push the wires up higher out of the way - they are still a little bit low wire bundles that go close to where graphics cards sit in pcie slots are too close to end of graphics cards - i have gtx 780 cards in computer and they almost do not fit because wire bundles are in the way - these wires could be moved out a little farther. why did you make the case so small that two graphics cards can barely fit? this makes me think twice about getting the next generation if this is a trend to try to make the case smaller and smaller it makes me think twice about - why did i buy this computer at all ?
i liked the area 51 that was big and had lots of room i wanted to like this new computer more than the area 51 that I have - but i don't.

From: edlogic
Sent: Tuesday, December 14, 2013 8:50PM
To[email address deleted]
Subject: Re: Alienware
That makes sense. thanks. it would be nice if I could get a cpu upgrade for compensation.

From: Dell
Sent: Saturday, December 14, 2013 6:32 PM
Subject: Alienware serv Tag
Hello! About the ALX and premium cooling, it turns out that every week or so, the desktop components and price offers changes, so one week to the other the parts can be more expensive or shipper, specially after new products and technology comes by. So that’s why Dell will send you a new computer with the same configuration you originally order or a better one, if there is something out of stock or not in offer. We do not try to match the price since it is very difficult.

From: edlogic
Sent: Saturday, December 14, 2013 4:40 PM
To: [email address deleted]
Subject: Re: Alienware
I see something curious on the web site, about premium cooling. It states that premium cooling is included in the ALX chassis upgrade. I wonder why I paid $ 200 for the ALX upgrade and $ 100 for the premium cooling? Here is a quote -
For even lower CPU temperatures and less fan noise, upgrade to the optional Premium CPU Liquid Cooling solution (premium solution comes standard with ALX chassis upgrade).

From Dell
Sent: Wednesday, December 11, 2013 9:31 PM
To: dellcustomer@edlogic.com
Subject: RE: Alienware
Hello! Yes It will take about two business days to place the new order. I already send email to all the head manager to help make the process faster. I`ll let you know has soon has I get any updates

From: edlogic
Sent: Wednesday, December 11, 2013 12:24 PM
To: [email address deleted]
Subject: Re: Alienware
I see the previous order was cancelled. Now I see that it takes more than two days to get a new order placed?

From: Dell
Sent: Tuesday, December 10, 2013 8:42 PM
Subject: RE: Alienware
I`m sorry it took two days but my days off are Sunday and Monday. I work from Tuesday through Saturday, from 3 pm to 10 pm. CT.
[name deleted]
L1 Technical Support Agent
Dell | Alienware Technical Support
My work schedule is 3:00 pm – 10:00 pm CST Tuesday to Saturday.
[name deleted]
L1 Technical Support Agent
Dell | Alienware Technical Support
My work schedule is 3:00 pm – 10:00 pm CST Tuesday to Saturday.
Follow us in Social Media and Communities to stay on top of the latest solutions from our experts!
How was your experience? Please contact my manager [email address deleted]with any feedback.

From: edlogic
Sent: Tuesday, December 10, 2013 7:39 PM
Subject: Re: Alienware
it must be pretty bad there if it takes over two days just to get a reply to email. Is this just the Christmas rush causing all the delays or has Dell support degenerated to the point where it is no longer advantageous to pay the extra money for a Dell machine? In the past I have had good experiences with the Support department. That is why I chose to buy another Dell. am having second thoughts.

From: Dell
Sent: Tuesday, December 10, 2013 5:25 PM
Subject: RE: Alienware
Hello! I`m talking to the person in charge of the system exchanges to cancel this order and reorder with the right parts. Best regards.

From: edlogic
Sent: Sunday, December 08, 2013 2:37 PM
Subject: Re: Alienware
Well, I have waited this long and since the replacement is still in production, I have decided that I don’t want to accept the machine with the standard cooling. Since it is already going to take a long time to get the replacement, I would rather just cancel the current order that has the standard cooling and have a new order that has the correct items. It doesn’t seem right for me to wait so long and then still have to do maintenance on the replacement . I was under the impression that if I agreed to do the modification myself, that the replacement would be shipped by now. So even if it takes an extra week, I would rather get the computer from you that requires no modification. Since you decided to wait until I receive the new machine to offer compensation, I currently have no incentive to continue waiting to receive a machine that I must refit.

From: Dell
Sent: Saturday, December 07, 2013 6:51 PM
Subject: RE: Alienware
Hello! I apologize for the late response but I was out the office sick. I see you are right about the liquid cooling. I send an Email to the person in charge of the new computers order to fix this. Let me know if you have any other concern,
[name deleted]

From: edlogic
Sent: Wednesday, December 04, 2013 12:04 AM
Subject: Re: Alienware
Ok I found where the specs are. I notice is that it has listed, standard cooling. I ordered premium cooling. please correct this and advise. thank you.
I think I see that the price difference is the $100 for premium cooling and the tax and shipping that was on the original order.

From: Dell
Sent: Tuesday, December 03, 2013 5:39 PM
Subject: Alienware
I hope you are doing great, my name is [name deleted] and I’m a representative on Alienware tech support. I am currently following up on your case and I wanted to inform you that the system exchange has been approved by the head manager, the dispatch number is [dispatch number deleted], and the order number is [order number deleted]. Also the new system is going to match has close has possible you original order, and the computer should take around 10 business days to be shipped while is manufactured. Track your new system at this link: [link deleted]. When they are done manufacturing it you`ll see the tacking number from FedEx. If you can reply to my e-mail I would appreciate it very much. If you have any questions or concerns don’t hesitate to contact me.
[name deleted]
L1 Technical Support Agent
Dell | Alienware Technical Support
My work schedule is 3:00 pm – 10:00 pm CST Tuesday to Saturday.
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