Just Wow

Question

So I purchased an Alienware last week and for some reason it said that it was built and complete by the next evening. This is great news! Way ahead of schedule! Well that would be all fine and great if this was actually true. Well turns out this was a false report by Dell. The order was not complete. I waited for a couple days, then a couple more. Nothing, no tracking number. Called but low and behold this empire of PC sales, customer service is not open 24/7 or weekends to get info, so i have to wait the weekend. Okay, fine. All is still well. Called the following monday, this is when I find out that It was still not completed. They did not have a part. Still it's within the window of delivery, so ok maybe im starting to overreact a bit. But it's supposedly been built for almost a week now. So moving on to Tuesday on a part that any person could have had overnight themselves in a day im waiting a week on. Hmmm even told this to the rep. I dont get it. Moving to Wednesday (today) im told i would get a call in the morning, that they are replacing with a new PC that I would again have to wait 3-5 days to be built. Ok thats fine, I'll take the offer. Well hmmm, Dell calls me about an hour later and tells me that they have shipped the original PC. Awesome! but wait, theres no tracking number? I know how things are shipped, you get a 'stub' of some sort on every shipment. So I took it on myself to call FedEx, UPS and DHL. There is NO SHIPMENT COMING TO MY HOME AT ALL. So now I'm to the point of should I ask for a refund? Or is this standard practice for this company?

jillster00 · Answer

I'm having the same issue. Ordered a gaming laptop on April 5th. It said the build was complete on my log in. Contacted customer support they said it wasn't built yet and they were waiting on parts. Finally it shipped on the 18th and they gave me a tracking number, but it is a fake tracking number. Extremely frustrated with the whole process

Dell-Pamyaphi YL · Answer

Hi Shinobi_Iri and Jillster00 Thank you for posting your concerns on the Dell Community Forum Customer Care Board. We apologize for the delay in our response. We appreciate anyone who takes the time to relate their customer journey. Feedback still remains an important tool in evaluating our products and services. Please allow me to apologize for any frustration or disappointment caused. Dell strives to provide a pleasant purchase experience for all our valued customers. I sincerely regret we missed the mark in these cases.  Dell is a mail order company and build to order manufacturer. A system's shipping date, as provided by a Dell Sales Agent or Customer Care Representative or on the Dell Web site, is an estimate only and is not guaranteed.  Usually, a system or product will ship on or before its estimated shipping date.  Occasionally, however, parts-related issues may delay the manufacture and subsequent shipment of an order.  Please understand that in such situations, the assembly of your orders cannot be completed until the necessary parts have arrived at Dell. I apologize for any disappointment this unforeseen delay may have caused you both. I request you both to private message the order number, registered owner and email ID. I will go ahead and check the order. To send a private message, click on my name and select ‘Send private message’.

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