Good Morning!  I am hoping to resolve the issue(s) with my order. 

 

I ordered a new Alienware 13" laptop on Nov28th. With in two days I received an email with a estimated delivery date of 12/6 to 12/13.  I was excited to receive my new laptop.

 

By the time the 6th arrived, my order information had not changed, same estimated delivery date, no shipping information or tracking information.  I called the Order Support on the 6th to see if there were any delays.  I was told that there was no delays and to expect my new laptop between the 6th and the 13th.  Ok, that makes sense to a point, because the estimated delivery date rage was still seven days away, but it takes time to be shipped and I had not purchased expedited shipping.

 

On the 12th, I reviewed my order status, and still no changes. I know knew that I would not get my new laptop within the estimated delivery date range. So I called the Order Support phone number and was greeted with the automated Order Support telling me that my order would be delivered on or before the 6th of December.  I am not sure how that is possible to be told this when it was Dec 12th. So I continued to talk to a representative over the phone, in which they proceeded to tell me that my order would be delivered on the 13.  Not shipped mind you, but delivered. I then asked if they were paying to have this shipped to me overnight, and I was told no.  I then asked how it was possible to be shipped to me tomorrow, on the 13th, without being shipped overnight.  I was put on hold and the disconnected.

 

I called back a few minutes later, and after going through the same steps as above, I requested to be given a case number with a 24 to 48 hour response time.

 

I called back later that day to understand why a technology company would take up to 2 days to find out why my order was being delayed.  This time I talked to a supervisor who told me that there was some kind of production issue, and he would call me in 24 hours with some kind of answer.

 

I called back on the 13th, roughly before the 24 hours expiration on when the supervisor was supposed to call me.  Another call representative told me there was a delay due to a back ordered part, but could not tell me which. He suggested that I work with a new department that dealt with order changes. I talked to them and I was told that my expedited order was no longer honored because of a quality failure. I inquired further that other Alienware models had the same issue, but couldn't tell me which. So, I saw no point in changing my order as at least I already had one in the order queue and changing to a new system was no guarantee for earlier delivery.  He transferred me back for Order Support, in which I was told again that there was a back ordered part. I told this new order support representative that is not what I was told by the change order department. He told me that is the information that he has.  I again asked to be transferred to a supervisor, in which he reluctantly did and put me on hold several times, and each time tried to convince me to not speak to a manager.

 

At this point, between the misinformation, the promised phone calls that never happened, the unbending first and second level order support, my excitement for a new Alienware laptop has been crushed. 

 

I have now read through the Dell community forums and the @Dellcares Twitter feed and see there is an issue with order fulfillment, and communication to customers about delays.

 

I understand that each machine that is ordered through you is custom, and built as they are ordered, and while delays can be common and aggravating, but not keeping up with the communication to your customers about there order status is not and maddening. It aggravates the customer, it increases your call volume to your order support, which aggravates your customers more, because then they have to wait to here about the delays.  The first level order support is unwilling to escalate to a supervisor and when you do talk to second level support, they do not honor their word, and flatly refuse to escalate you an higher by saying "there is no one higher than them.  I have tried to get the communication problems addresses, I keep getting told that delays happen.  I am annoyed by delays, I am angered by the poor and even lack of communications about the delays.

 

 Since the only real information I have is that my order is delayed, automated and live phone support have limited and misleading information available to them, and second level support does not do what they say and really cannot help except to toward your call to the next area.

 

I am trying this forum, as a next step prior to cancelling my order. and ordering from a different company.

 

I have purchased Dell computers for myself and my family.  I have always had long life expectancy from your systems, which is why I chose your brand again. This last experience have tarnished my view and I still do not have the laptop. If the relationship starts out this bad...

 

Vincent Ricci