Still getting the round robin between Alienware/Dell and the Contracted NJ company (609-number). Each says to call the other and can provide no additional information. Meanwhile, the Trade-In Program continues to be featured front and center on Alienware's webpage.

So I called the Alienware number again today, figure I'd give it one more try- after trying to pry more info out of the NJ 609 folks, went with Option 5- Billing and all other inquires, and got a rep who was willing to try (not sure if we can post names here?) and not just do the minimum of giving the 609 number. Perhaps somebody else, within the Dell, actually looked at their integrity and values commitment pages too.

Anyway after going through all of the steps and attempts I've already tried, he had me send him the email from the alienware trade-in-platform address and has assigned it to a Case Manager in Customer Resolutions- who he guaranteed would call me on Tuesday. (He wouldn't give me a number for them, in case they didn't)

I'm going to look at it as glacial movement forward- see what happens Tuesday.

Though I am left to wonder why it took this long and this much effort to get to this point.

I am also still getting the same round robin. I have now talked to three different people in three different groups and NONE of them have been able to help me on this issue. I am really lost for words. It has been the same song and dance every time I contact someone new.

Please give me 24-48 hours to get you an answer. I wait and guess what NOTHING!!!! I really do not know what else to do right now. I guess I am out my laptop and money. I would of never thought a large company like Dell would steal something from me and act like nothing has happened. Even the DELL-Chris M said someone from the trade-in team would contact me. Guess what NO ONE HAS CONTACTED ME ABOUT THIS CHRIS!!!!!

Right now I am done with this. I will NEVER AND I MEAN NEVER do business with Dell again. I have NEVER been treated so poorly as a customer by a business. I have wasted so much time on this it is ridiculous. Dell you have won!!! 

TUESDAY UPDATE- After being assured that I would be contacted today by a higher level customer care representative i have heard nothing.

So another round robin of getting switched from Dept to Dept, and having to go through the 5 minute play-by-play of who I've already talked to each time, I'm now speaking to Dell Financial, who tried to direct me back to Alienware (866-287-6727) who I spoke to 10 mins before that and claimed they knew nothing about the trade-in program.

Anytime I ask to speak to the individual the person on the phone spoke with when they put me on hold for a couple of minutes, they want a justification for doing so.  And so far i haven't found a single person who knows anything about the trade-in program. Even the Customer Care Managers can't do anything, which is even worse after waiting on hold for 30 40 mins for one that never picked up.

DTaylor1969 I was able to talk to Jose and we came up with a resolution. It was a terrible resolution, but at least I got some of my money that was promised to me. I will never EVER purchase another Dell product after this mess. By far the worse customer service I have ever seen a company have by far. My wife is still using an Alienware M17x R4 and I talked to her about selling it today. We will be buying her another gaming laptop from another company. I NEVER want another Dell product in my house period. Also after all of this. Not one person has apologized to me about any of the issues I have had. Not even a nice kick back for all of the wasted time I have put into this. 

Xabiss

Posting email addresses of Dell employees is a violation of the TOU.  Please edit that email address out of your post or it will be deleted by  a mod.

Thanks

Z............................

After the run around last night, I now have a Dell rep calling the Contracted Company in NJ, and again promising to call me today.

If nothing is resolved today, I will be taking other action, which we aren't allowed to mention on here, but are stated in Dell's Terms & Conditions.

Well, DTaylor1969 I was trying to help you. But, it looks like all of the steps I took to find a resolution to this problem is against  Dell's Terms & Conditions. ROFL This has got to be a joke!!!!

History:

• Last November I traded in my M17xR3 through Alienware's Trade-In Program (prominently displayed at top of their home page). I put in the system and it's components, was given a dollar amount, invoice and shipping labels.
• I packaged the system up and sent it in. I tracked the process via the web tool and was notified on Nov. 29th that the system was verified and accepted, and I would receive payment within 30 days.
• On Dec. 27th I emailed, alienware@trade-in-platform.com, and asked about payment. I received a reply the next day stating they would escalate and expedite the issue.
• On Jan 11th, still not having received payment I emailed again and have not received any replies to any email since
• I have phoned Alienware multiple times, being transfered back and forth from Customer Care Dell to CC Alienware to Dell Financial to Alienware Tech Support
• I have called the New Jersey contracted company (609 area code number)  multiple times only to be told that they just verify the system sent in then sent documentation to Dell for payment, and that my information was sent on Nov. 18th.
• I have had a manager from Alienware CC have me forward the emails I've received saying he would elevate the issue and someone would contact me, only to receive no call
• I have emailed AWCC Resolution experts, only to receive a flippant response back
• I have waited for 40 mins on hold for a manager only to be hung up on
• I have had reps and managers refuse to do anything besides give out the 609 number to the NJ contracted company, despite my informing them that I had already spoken to them multiple times
• And somewhere in the mix is Germany, which is where the emails to alienware@trade-in-platform.com go.

Alienware/Dell has now had my laptop for 2 months, and since I have not received the payment I am now going to have to return the Venue 11 Pro and accessories I had gotten to use in my classroom as a replacement (given it's buggy performance not a huge loss, though it is a nice little device otherwise). My question is: Does anyone at Alienware or Dell have oversight or responsibility for this program and how can I get in contact with them? I am tired of having to spend 5-10 mins explaining my situation over and over again, each time I get transferred on the phone, only to be told some other Department can help, and the apologies are starting to sound very insincere.

Has anyone had success with program?

Thanks, I still have the email from from the forums auto email to me. If I'm able to get an acceptable resolution I'll let you know via PM.

DTaylor1969 I can tell you now that Jose contacted me today and they are now going to give me my original claim. It was messy but in the end it finally all worked out after MANY headaches. Hopefully Dell will take the time to train their support staff about new programs they implement and the power to get things resolved. This has been extremely frustrating.

I can't believe a company would implement a program like this and not have there staff even know about the program. Training and communication goes a long way Dell and it is something you all really need to figure out.