Delayed Order, Possible Solution

Question

Placed an Order on Nov. 18 for an Alienware 17 R5. Kept all the base features. It was a sweet deal saved some money with a sale they had going on. This was a Sunday.  I realized on Monday Nov. 19 that I was not sure if the monitor supported G-Sync.  I called order support they asked for an order# that I did not have at the time. They couldn't help me and tried to transfer me to Customer Care. I refused and ended the chat.  I then tried Customer Care that chat went basically the same plus some excuses about orders cannot be changed, etc.  I go home and see a confirmation email. With an order number.  Awesome. The next day I message them back and I'm told that the original delivery date of Dec 4 was now Dec 10.  I'm angry but it's only a week so whatever.  I then ask if the monitor supports G-Sync and they can't answer me and regurgitate more information I can clearly read on my screen already.  Not impressed.  I have some things to do, I'm a busy person and a week goes by.  I see no emails about my order so I chat back to order support and they tell me the date is now Jan 19, 2019.  I'm furious now.  I chat back and ask for a supervisor.  I don't get one. I'm told they can do nothing.  I want to change my order. They can't do that.  They suggest canceling.  I tell them that is silly I would lose the discount from the sale.  Just basically a bad experience. I need a Customer Support specialist to contact me directly. If a Moderator could provide me with the details for contacting one then I can get started.  Completely cheesed with Dell right now and prepared to create the biggest stink I can in any forum that lets me post on it.  I should have complete control over my order. For the ~$3000 dollars I'm spending you can be sure I will have it my way.

Dillybot · Accepted Answer

Called Customer Service directly. They said the info on the Order site was inaccurate because of a 'glitch' and that my order was back on schedule.  I would be contacted by a customer service support agent when the item shipped.  I would love to hear how all of that happened.

Customer Care

Was this post helpful?