Alienware customer service + delays

owch - that really stinks - I wish I could tell you that was an anomoly and that overall, dell's customer service in regards to alienware was generally stellar... but I can't

there seem to be a ridiculous number of people still waiting on alienware systems ordered/ promised months ago - personally, I cannot even get an estimated ship date on a system exchange that dell started processing on 15 Dec, even though it has been theoretically 'expedited' multiple times... in my case, it is a warranty issue, so my sourcing options are non-existent... in your case, if you are spending your hard earned money, it may well be worth comparing some other options - if you are looking for a gaming system, there are several reputable online custom build vendors that I have heard good things about from friends who have specifically used them, though I am not sure about their warranty support (of course, given MY current situation, comparing warranty support may be a moot issue, lol)...

this will be my one and only pc from dell since they cant seem to deliver on time and there customer service shouldnt even be allowed tio be called a service.

My Order: Alienware Aurora ALX- order placed on 11/16, in production since 11/17, just called CS and they said sry another delay now EDD is 1/19.

I Spent 3500 in this pc and by the time dell decided to ship it, its will be outdated and the only compensation i have gotten is upgrade to next buss day which doesnt even mean anything if dell cant ship the darn thing out.

ive decided no more delays for me if they cant deliver by the new date then im canceling and buying an Origin Pc.

Alienware- Dell is draging your name through the mud you better open your eyes before they bring you down to the point of no return.

I would also like to add that i have already filed a complaint with the BBB and am currently waiting for a response by Dell.

Thanks for the info David and ache. I'm really bummed about this right now since I really wanted an alienware but as I said, I don't think I'm willing to wait another month with the possiblity of more delays. It's remarkably frustrating and it really shocks me that Dell service could be so bad.

So I spent about an hour and a half on the phone with Dell customer service yesterday and recieved a number of differing responses. The first woman I spoke to (minus the four people I had to be transferred from before I could reach her) said that my order could be fasttracked and that I could recieve the computer within 48 hours. She then transferred me to sales to get the order placed. This man, however, told me that fasttracking was not possible, but he could allow me to replace my order with an estimated delivery date of 2/8/10 for only $50 more then I had originally spent! Obviously this was unnacceptable so I told him I did not want to replace my order.

This morning, I tried again. After being on the phone for about an hour with a representative, he discovered that he also could not garuntee me any better then recieving the computer on 2/4/10. However, he would get in contact with costumer service with me in order to find out what kind of compensation I could recieve for my time at dell's mistake. He told me that he would call me back tuesday at 4pm with their offer. I can't say that I actually trust that he will call me back, or that Dell will be able to do anything at all to help me out, but I guess it's better then nothing. Any Dell reps. reading this, I could sure use a hand here, because I'm at the point where I do not think I can purchase from Dell soley due to their customer service.

Your best bet is to cancel your orders and just shop else where.  If you look at the forums, people have been waiting months with no explinations, orders have been canceled with no notice, and orders have been delayed or changed with no notice given.  Honestly Dell cannot seem to get their act together which forced me to return my system, a Studio One 19 that I waited months for (to buy, i bought it locally) and was soo happy, only to find out that Dells Bios upgrade for windows 7 bricked my computer and it would take over a week to get a tech out to me which was unacceptable due to school.  If you are looking for alienware type of computers, there are plenty of places to go online and you will probably save some money and headache.

My promised date was 1-15-10, I had order it Dec 15,2009. MY PROBLEM is yesterday Dell email me saying the new date will be Jan. 29th. So I Call them today and ask why so long a wait for my Alienware desktop. Melvin, the customer service rep.said my order had been cancelled!  No explanations why, He did say we could reorder and get the 18 month no interest on my Dell card.(it was only 12 months when I ordered). I told him NO Thank you. We have always bought Dell computers.  7 computers in 10 years. All Dell , But not again, unless they change their way of doing business.

I ended up cancelling my system. After I finally got ahold of customer resolutions, they offered me a $75 credit and an upgrade to preffered member account. This seems like a joke to me for a two month wait so I went ahead, cancelled the order (have yet to recieve my refund) and ordered a Sony, which will ship on monday.

This is funny ... I ordered mine on December 7th and saw the Shipping date of January 1st,  By the third - Still in production - I called them and was informaed that the stickers were on back order - Stickers?  I don' need any stickers.  By the 5th - Order cancelled?  Cancelled - Huh, when did I cancel it.  So I called in - Oh yes, we were going to call you to ask what you wanted to do as the 1600MHz chips are on back order?  

Okay - Why didn't you call?  Why was the order cancelled?  So - Go ahead and just swap them out for 1333MHz - No big deal - But wait, there is more ... The cancelled order means that they have to start from scratch so another 30 days.  Okay - February 8th comes around - I called them again - Oh no, the order is back ordered because there are no cases, no power supplies and no video cards - WHAT THE HECK.  I hit the roof and thankfully they calmed me down with a $500.00 credit.  System just arrived minus the Card reader that I wanted.

What terrrrrrible service.