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27740
May 26th, 2014 16:00
Order Canceled for No Reason
Hi there,
So I bought an Alienware 18 back in the middle of April and ever since then I've regretted it. This whole process has been a nightmare. When I first got the laptop it had a glaringly obvious stuck pixel right in the middle of the screen, so all that talk about how Alienware technicians thoroughly look over the product for faults is clearly just a lie. Not only that, there was also extremely obnoxious static/hissing coming through all of the sound ports, including the speakers themselves, and there was tremendous sound bleed, even when the volume was at 0. At this point I decided to contact support and just get the stuff fixed. So, after a few days of confusion and waiting around for them to accept my request they finally said they would fix the parts. Hooray! Right? Wrong. When I got the laptop back, not only was there still a stuck pixel (in a different place this time) there was also still static, hissing, and sound bleed, which leads me to believe that the sound cards in these laptops are Substitute character removed as per TOU>, which is pretty inexcusable for the amount of money they're charging. To top it all of there was a massive dent in the top of my laptop that was absolutely not there when I shipped if off. Needless to say I called support again and they told me they would replace the laptop. Hooray! Right? Wrong. After about a week of having to hold their hand and make sure they got all of the specifications right on the replacement (which took 3 different orders by the way since they wouldn't just read my emails and see that I know exactly what was in the first laptop) the order was finally placed for good. Hooray! Right? Wrong. The order was placed on May 13th, and now, almost 2 weeks later, I look on my order status online only to see that it is canceled, with no explanation. I am so done with Dell at this point. I just want my laptop, or my money back, and I never want to have to deal with them again.
purple397
166 Posts
0
May 26th, 2014 17:00
My account read Order Cancelled as part of the process of getting a completely new machine for one which arrived broken. Like while it is aggravating to wait on another machine, when the one you had was broken, I think it is more keen to get a completely new machine, than to get a broken one, which has a dented something repaired.
I suspect they are really trying to help. But let the rest of us know, we are always interested in how anyone else gets treated.
TyreceGaines
11 Posts
0
May 26th, 2014 18:00
Yeah, I apologize for my outburst. I'm just so pumped to get this laptop and it's such a bummer that it's been this difficult. I have every confidence that the people in support are doing their very best, and I really do appreciate them, it's just been a bit frustrating. When you say that yours read "Order Cancelled" do you mean that it just said that for some reason as part of the process and it wasn't actually canceled (like maybe it's just some protocol for replacements) or do you mean that it was actually canceled and you had to wait another few weeks for a new order after that?
purple397
166 Posts
0
May 27th, 2014 08:00
Frustrated, you should have heard what I was saying to my mirror when I got a broken laptop, the box of which looked like it had a forklift tine shoved through the side of the box. BUT I convinced myself not to say any of that at Alienware support, it was not their fault either. AND in retrospect, they were great, fantastic.
I would bet by now you will have had contact from the Alienware people about exactly what they are planning to do in your case.
If your case goes like mine. They will build you a whole new computer from scratch, which they will predict to take awhile, more likely, the replacement will be in your hands much sooner than the prediction.
Also interesting was that the order for the replacement did not list all of the components for my new Alienware (which gave me apprehension), until after the new one shipped. The new one is wonderful, it works as described. I do wonder about the Touch Pad having a bit of shock, but it is probably just the drive vibration.
I have thought about why some of us have received broken Alienware machines. I think it is less that Alienware does not have adequate quality control, but rather a factor of the machine being so heavy, with such delicate components. When I hear of someone saying they got a machine where the graphics cards were not even put in, I think it is more likely the graphics cards rattled out of place during shipment.
I now know that Alienware has a really well cushioned box, a much better cushioned box than any other computer laptop box I have ever seen. The problem is, when a freight handler sees one of these boxes, he thinks it is like the Dell Inspirion, really light, and the contents nearly indestructible.
I know I did not buy a computer like the ones the US Military uses in the field. I bought a state of the art Laptop. All these stories on the forum convince me I need to be very gentle with my Alienware.
Alienware-Naomi
1.8K Posts
0
May 29th, 2014 12:00
Hi TyreceGaines,
If you still have questions or need assistance with this order, send me a private message with your contact information and order# so I can review your case.