lycanec
1 Copper

VERY POOR CUSTOMER SERVICE AND DELIVERY

I bought an Alienware Laptop for college 3 years ago and it was back ordered for 2 weeks without much explanation nor compensation. When i got my laptop to this day it is the best laptop i ever bought but if i ever have problems calling alienware is a pain because they forever have me on hold or i get a customer service representative who gives me immense attitude or one that doesn't help my situation.

 

Last year i split a liquid on my keyboard and had to have it replaced not only it took them half a month and a few days to send off a replacement, I had to call and remind them to put through my order because even though they deduct the charge off my credit card to factory kept on "forgetting" or "having problems" sending out a keyboard.

 Last week my OS crashed and i lost my replacement CD not only did i have a horrific time forever on hold with customer service the man was giving me attitude and was rather impatient with me. I ended up hanging up after hearing my order was sent relief to get off the phone to wait a day or two to find out not only my order was not sent because of some problem with the credit card they didn't even e-mail or call back to notify me of the problem. I called back Customer service to inquire and got a very attitude filled representative again being snappy with his mannerism which annoyed me because i feel like if i am begging him for free help.

The order was presumably sent and i asked if they could expedite it which of course they told me no, but upon calling back another rep said he will see what he can do.

Finally today i was on hold for 40 minutes to be told that for an unknown reason they do not believe my order was sent nor do they know the status. I am beginning to absolutely hate dell alienware because of the poor customer service and tardiness of delivering  my orders because of back logs. I was going to repair my 9700 and buy 3 m17xs for myself and siblings and also buy a few of there pc for a club in my school since we are heavily over budgeted but i rather build my own PC. I feel like carrying my case to the Burea for business because not only do i never get any product i order on time without having to baby sit their customer service.

 

I feel like as a customer they have made me feel as though i am not appreciated at all by there rudeness and tardiness in the delivery  of there product and assistance

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lycanec
1 Copper

Re: VERY POOR CUSTOMER SERVICE AND DELIVERY

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WastedJoker
1 Nickel

Re: VERY POOR CUSTOMER SERVICE AND DELIVERY

To qualify for compensation you must also meet the following eligibility requirements:

 

1) When you purchased your equipment or experienced your problem you were a New York resident.

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jaguar105
1 Copper

Re: VERY POOR CUSTOMER SERVICE AND DELIVERY

Don't buy anything from Dell if you need Customer Service. Period. They aren't interested in helping you once they get your money. That's why it's been outsourced to the third world. Support is just there (if they answer the phone) to just stonewall you and blame you for the problem. If you get annoyed they just hang up. This is what "customer service" has come to at Dell.

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tara crabtree
1 Copper

Re: VERY POOR CUSTOMER SERVICE AND DELIVERY

 I agree. I placed an order and used a gift card, put all my information in and put my debit card info in for the remaining balance.  What a surprise when I noticed that they had taken $200 more out of my account than I had authorized.  When I called them they said that because my order already had been processed the only option would be to reorder.  I did just that using my gift card again, and then called back to return my first order.  I was then told that I would have to pay a $28.00 restocking fee to return the items.  Even though I had been told previously that I would not have to pay a restocking fee.  I gave the man on the line the reps name (Joseph ext. # 7244062) that had told me this and he said that the first person was not authorized to make that comment, and that I would have to pay it regardless.  I am really confused as to how I got screwed in this transaction. 

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