Alienware PC

Question

I purchased a gaming PC for my son’s birthday, Alienware. The first order was lost in transit and after 20 unsuccessful attempts to reach a representative, I was finally able to have a rep reorder the computer. Now it’s been again 7 days since the order went in and I have no shipping date. My son’s birthday is fast approaching and I am inclined to cancel the order and buy another computer elsewhere. The irony is that I already received a credit card bill for it and Dell is sending me Alienware accessory promotional emails so I’m really upset. I just called Dell again today and another representative gave me a false case number because I never received an email

confirmation to that effect. I really don’t know how they stay in business.

DELL-Cares · Answer

Hi,Thank you for contacting Dell.We apologize for the inconvenience this may have caused to you.We'll surely check this for you. We have sent you a private message. Kindly, reply to it with the requested information so that we can review and assist you further.

ejn63 · Answer

Contact your credit card provider and file a dispute for undelivered merchandise.  They'll investigate on  your behalf.

jemma67 · Answer

Thanks, I will. However, their customer service call center is extremely inadequate, and I lost all respect for the brand. This is a brand loyalty issue. Why don't they hire live agents to deal with these issues? Having the customer go to a chat box can't resolve any of the issues that I had.  At first, I thought that it was an outage issue but it turns out they don't have any representative available unless you say that you're interested in buying a new system. When you get to a live agent pretending to buy something, and you tell them that you already purchased and need support, the representatives quickly lose interest and try to transfer your call without listening. It was one of the most frustrating customer service fail that I've encountered with any corporate brand.

jemma67 · Answer

@DELL-Cares​  You indicated that you sent it out already but where is the package?

Customer Care

Alienware PC

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