Alienware Alpha Base Unit Next Day Shipping

Question

I purchased an Alienware Alpha Base Unit (min sys specs etc) which is something that is kept on shelf at most outlets yesterday on 10/11/15. I bought it off the site because Alienware is having a great deal atm and it came to a total of $75 less even with shipping fees. I saw that there was Next Business Day Shipping and this finalized my decision. I made the purchase and went to bed assuming that because I made the order on sunday there would be some delay so it would most likely be somewhere around the 14th or 15th. When I saw the estimated delivery of the 26th in the morning I was devastated, it is a gift intended for my nephew for his birthday on the 20th. I could cancel the order and wait for Dell to credit back the $500 I just spent and HOPE that it gets back to my bank in time to make another purchase of this size before his birthday one week from now. I realize the chances that my money will get tied up for several days is high and so I opted to trying to appeal to customer service.

I went to the online chat as my phone is pay by minute and waited for 2 hours patiently for a rep to get to me and then at a quarter after 5 my time I am abruptly, and rudely told that the customer service department is now closed. WHAT IS THIS THE DMV? I have the short conversation screenshotted to share with others to show how effective your customer service is, it even cut me off MID SENTENCE while I was trying to communicate with the representative about my problem. There should have been a warning that said, "Estimated wait time to exceed business hours" or something along those lines, I was upset and now Im downright angry.

I am a paying customer that paid for an expedited service on a NON-CUSTOMIZED build that you have in stock by the hundreds as you are trying to take over living room space from consoles at the moment. How is it that it is going to take you 2 weeks to put the thing in the mail? My nephew will now have to wait till after his birthday and I am going to look bad through no fault of my own unless I come out of pocket twice the money I wanted to. I purchased what was advertised to me as a better price from the manufacturer of the computer with next business day shipping, fully expecting there to be a REASONABLE delay but this is atrocious. This is also my first business interaction directly with Dell, I have always purchased through a middle man and never been disappointed by them. Your products have always been what I purchased, apparently Walmart is better at customer service... I would not have made that wager. I want this problem resolved in a timely fashion, I know you are capable of getting that gift to my nephew by his birthday but due to some strange internal issue are not providing what was paid for.

Alienware - Rodrigo · Answer

Hi,

We are sorry to hear about the delay with your order. The estimated delivery date is calculated based on three factors:

Production/Packing time - This is the time that it will take to assemble and/or pack your order for shipment. The length of time is influenced by the production build time and/or product availability.
Payment method - The amount of time it takes for authorization of the payment is different for different forms of payment such as Credit Cards, Pay Pal, and Dell Preferred Account.
Shipping Option chosen at the time of purchase - The Shipping option is the amount of time it will take for your order to arrive at your address AFTER it has shipped.

The estimated delivery date may change, you can keep track of this information by checking the order status on the Dell support site, click here for the link. For more information about this, please contact our Sales Support department.

Notchbeard · Answer

This is what your shipping information says:

"The shipping options shown below do not include the time it takes to build and/or package your order prior to shipping.

Please note: All TVs & Large Format Monitors are separated from the rest of your order. TVs & Large Format Monitors will be delivered in 7-10 business days. "

This is misleading at the very least. I ordered and Alienware Alpha Base Unit. These are not custom built machines. They are pre=packaged for shipment to stores such as Best Buy and Walmart. So the time to "build" or "package" my order prior to shipping should not be a factor. I feel I was duped, I could have went to walmart and spent $75 extra dollars to deal with their customer service which is obviously superior to your own. I demand someone besides a forum moderator with an automated response contact me at my email.

This is outrageous and unacceptable business behavior. I know I am not a customer with 1000 computers but I purchased something from you that is easily 1/3 of my monthly income expecting it to be recieved in a reasonable amount of time. I have done numerous internet searches only to find that this is a routine for your company. If you look online at customer satisfaction with your products, it is very high. If you look up your customer satisfaction with shipping and customer services you are rated as one of the worst companies in the world. Maybe it is about time someone did something about that?

Alienware - Rodrigo · Answer

Hi,  Please send me your order number in a PM so we can look further into this.

beamermt79 · Answer

It actually says on the site, ships in 7 to 9 business days.  The next step up for 549 is called a 'smart selection' and ships the next day.

Notchbeard · Answer

Ships in 7-9 business days does not sound like "Pre-Production and Production will take 7-9 days" it sounds like normal SHIPPING TIME. Most sites that say "Ships in X days" MEAN THE TIME IT TAKES TO SHIP. SO when I paid for next day... the way it is worded was intended to make me think that it would ship, the next day. EVERY other service I pay for next day shipping I recieve the item in 1-2 days. White Knight for Dell all you want, but 7-9+1 day shipping = 8-10 days =/= 15 days estimated delivery.

I will be seeking recompense once I recieve the product. For the shipping fee at the very least.

Notchbeard · Answer

I will not be sending anyone my order number or other information until I recieve an official email from a Dell representative. A PM on these forums is not acceptable for official communication. Please contact me at <ADMIN NOTE: Email id removed per privacy policy>, I would appreciate your help but as it is a multi hundred $ purchase I will not provide any information via these forums. The order is associated with the email, I made this forum account after to send my complaints. I have already been in contact with one 'Rency Mary Mathai' in billing if that assists you.

beamermt79 · Answer

They probably won't mail you through the forums, and you should take down your email address as it violates TOU.  This is mostly a user to user forum anyway so if you do not PM them they won't be able to help you.  As for the shipping issue, that is your interpretation of what is stated on the site.

Notchbeard · Answer

I will close this thread as it is going nowhere. You have the time to inform me of my TOU infractions but not a single person with a viable idea on who to contact or what to do in this situation. You are a toxic and unhelpful community. Learn to help someone who is upset in a frustrating situation instead of trying to stoke their flames.

beamermt79 · Answer

Actually we did try to help.  If you would have contacted Alienware-Rodrigo you may have gotten some answers.  Sorry you chose not to follow through.

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Alienware Alpha Base Unit Next Day Shipping

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