UNSOLVED
Advice
Howdy,
I am running into dead end on this issue and wanted to see if some of you could suggest something. I know it doesn't refer to any hardware issues and similar matters but I have no idea where else to go.
On 01/07 I have placed my order for new Area 51 rig. I am a big gamer and for a change I wanted to get something directly from company that is well know in the gaming community. Estimated delivery date was 01/15 and as you can predict on the 15th I have received e-mail that order was pushed till 01/25. I understand that orders can get delayed, however, to receive update on the date of delivery was kind of weird and upsetting considering pricetag is around $4k on my rig. Decided to contact Dell's customer suport which lead to nowhere...either 40 minutes wait on chat or 30 min phone calls and switching between departments in another country and continent. Since 15th I have submitted 3 e-mail requests to no vail. I decided to call today again and after approximately 50 minutes going between different departments I find out another interesting update: one part is holding the entire oder and that part wont be producted until February, so the current order that is showing 01/25 delivery is not even yet correctly updated as to show some future time in February. I am furious and tired at the same time. All i wanted was a great platform to enjoy my games and all i am getting is this *** service. No matter what your pricetag is on a rig, a month to build a machine is unnaceptable. This is a "great" start to long-time relationship i wanted to have with Alienware.
Good morning Rodrigo,
My issue is not with the parts but with the entire customer service setup Dell has. I do not care that they outsource it to another continent as long as service provided delivers, and in this case it doesn't. Going between departments, lack of knowledge, being unprofessional are just some of the "wonderful" experiances I had to go through. On top of this my order still shows to be delivered on 01/25/16 where one person confirmed to me that the component missing won't be produced until February so my order will be defintely delayed. Why doesn't system reflect that? I will not be surprised when on 25th system will update itself and shows another delay. First impressions are always important and so far Dell failed miserably. I do not understand how in such modern age one company can deliver such horrible customer experiance.
Back in November, I placed an order for an alienware (base model) that was being sold on the front page of the site. No extras or special configs. After the order, I get an the confirmation and estimate time of arrival for Nov. 17. After not getting the PC on the 17th, I signed into my account to see where it was. I saw that the order was cancelled and reordered on the 17th without any notification whatsoever. I called to inquire and they said they were having issues with drivers working on that model. My obvious question to them was why would you be trying to sell a PC that is still in the testing phases. ***, ***, ***.
Needless to say, I wait another month for the PC to arrive and they still were not able to deliver and I still got not change notices even though I signed up for email and text alerts. I finally cancelled the order just before Christmas.
Fast forward to this month. I placed an order on Jan 14 with pc estimated to arrive yesterday (Jan 21). Again, no special configs, base model, etc. I sign in today to see where the order is and they change the ETA for January 22-26. Again, no notifications, just apologies. This is *** business.
I believe I will be recommending OriginPC from now on. They are slower but the communication is awesome along the way.Alienware - Rodrigo
9 Technologist
•
4398 Posts
208
0
Posted January 22nd, 2016 08:00
Good Morning BD_305,
I’m sorry to hear about the negative experiences you have had with the Customer Service setup. Unfortunately, while the order is in production, our system will only reflect an estimated delivery date. Once the order is shipped, we can provide a tracking number with a real ETA for when you will receive the system.
Alienware - Rodrigo
9 Technologist
•
4398 Posts
208
0
Posted January 20th, 2016 15:00
Hello,
We are very sorry to hear about this inconvenience with your order. We have had several reports from other users that experienced similar situations with their orders. Unfortunately, there is not much we can do to speed up the process if a required component is in back order, we have to wait for it to become available.