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BBB for the angry

post #1 of 34
12/1/03 at 11:26pm
Thread Starter 
Ok I understand that there are few in here which have had bad experiences with AW. I have a quick and easy solution goto:

http://www.bbbsoutheastflorida.org/n...33000004005773

and file a complaint. It doesn't do you, other people, nor AW any good if you complain in this forum. I personally will wait for the 15-20 day time period. If there is no lappy in my hands, then I will pull my funds back and file a complaint and goto a leading competitor......simple, because complaining in here, the complaint just falls on deaf ears.

CharlieBox

Quote of the day:

-Pushing back the frontiers of ignorance

-Friend
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post #2 of 34
12/2/03 at 12:27am
Good Looking out!
You are right!
I doubt AW comes in this fourm
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post #3 of 34
12/2/03 at 1:42am
AW has been known to visit this forum. This isnt a dangerous forum to Alienware. It was never intended to be. Have to admit that this is an excellent forum for Alienware owners and for anyone considering an Alienware for work and/or play. CharlieBox, is your only complaint that the system is taking a long time to be built and delivered? Don't get me wrong. Alienware does take a while to get the product shipped but its a well known fact that there is a waiting period. Using the BBB against a company should be saved for an extreme situation. It doesnt seem fair to fire the bigger guns for what seems to be Alienwares current "normal" waiting period. Maby multiple email complaints directly to Alienware would be a good first step.
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post #4 of 34
12/2/03 at 1:51am
Thread Starter 
Quote:
Originally Posted by aurora
AW has been known to visit this forum. This isnt a dangerous forum to Alienware. It was never intended to be. Have to admit that this is an excellent forum for Alienware owners and for anyone considering an Alienware for work and/or play. CharlieBox, is your only complaint that the system is taking a long time to be built and delivered? Don't get me wrong. Alienware does take a while to get the product shipped but its a well known fact that there is a waiting period. Using the BBB against a company should be saved for an extreme situation. It doesnt seem fair to fire the bigger guns for what seems to be Alienwares current "normal" waiting period. Maby multiple email complaints directly to Alienware would be a good first step.
That wasn't the message I was trying to get across. I was not complaining about the waiting period. I was just showing what my resolve would be if the chance came to pass. I don't have a complaint at all. I was just reaching out to those that needed a place to grief about their experience with AW. Beside, if I really had a problem with the building and delivery, I would not have signed up to get one.

CharlieBox
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post #5 of 34
12/2/03 at 1:53am
Too many consumers are cry babies over little things these days. Like was mentioned, some people have serious issues with their product or customer support or whatever and those people should definately take advantage of such options as the BBB and whatnot. But getting all irate because the laptop isn't there the second you want it to be is ridiculous. Once again it's the opportunity cost of convenience versus quality; and Alienware is about quality. If you want a pre-configured system that's put together by child labor workers but it arrives in 3-5 days then do that and stop posting threats to post to the BBB before you even have the laptop arrive late.
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post #6 of 34
12/2/03 at 2:09am
Thread Starter 
Quote:
Originally Posted by Element
Too many consumers are cry babies over little things these days. Like was mentioned, some people have serious issues with their product or customer support or whatever and those people should definately take advantage of such options as the BBB and whatnot. But getting all irate because the laptop isn't there the second you want it to be is ridiculous. Once again it's the opportunity cost of convenience versus quality; and Alienware is about quality. If you want a pre-configured system that's put together by child labor workers but it arrives in 3-5 days then do that and stop posting threats to post to the BBB before you even have the laptop arrive late.
Listen element, I am trying to help people out that feel helpless in situations. I will do as I will when the situation arises. If a company promises something, I will call them on it. That is what is wrong today, nobody is accountable for their actions....excuses excuses. Hey, they are there to sell a product and meet their word on what they promise...if they don't, then they should know that is a no no and from that, they can then adjust and try again and do better for the customer. That is why the BBB is there. I am not complaining about the 15-20 day deal here, I am saying if they cannot meet that, then they have not held up to their end of the bargain, therefore, they should know about it.
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post #7 of 34
12/2/03 at 2:16am
Bah! You're talking about getting mad about something that hasn't even happened yet which is the laptop coming late. And speaking of late, there is NO statement saying that you will receive your laptop DEFINATELY in 15-20 days.

It says "How long after placing my order will I receive my system?

All computer orders ship in 15-20 business days from the moment payment is received."

That terminology posted all over their web site along with the terms and conditions you agree to by purchasing the system would make the BBB completely ignore your request for a change in business practices by Alienware because the product may be shipped on the 20th day and arrive the 25th day...and those are BUSINESS days so you may fall into even a higher day category because of weekend delays!

http://www.alienware.com/ShoppingCar...mer_terms.aspx

It's unfortunate but customers are entitled to very little these days except a working product and sometimes the definitions of those are not customer focused.
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post #8 of 34
12/2/03 at 2:23am
Thread Starter 
Quote:
Originally Posted by Element
Bah! You're talking about getting mad about something that hasn't even happened yet which is the laptop coming late. And speaking of late, there is NO statement saying that you will receive your laptop DEFINATELY in 15-20 days. It says that is the TYPICAL time that most customers receive their product. That terminology posted all over their web site along with the terms and conditions you agree to by purchasing the system would make the BBB completely ignore your request for a change.

http://www.alienware.com/ShoppingCar...mer_terms.aspx

See I don't care what that statement says, I did not agree to those terms when I ordered the product. I did not order the product on the web. I did not sign an agreement. I was not offered to accept an agreement. I agreed to the terms of the person on the phone when that sales person told me "You will have the laptop in 15-20 days".
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post #9 of 34
12/2/03 at 2:25am
Actually you DID agree to those even though you ordered it via phone. Businesses aren't required to read you the terms and conditions for any product order. And if they did I'm sure you would be upset because they would read that document to you and it would take 15 minutes and you would upset by then lol. Because they are available via the web site it's your responsibility as a customer to know what you are engaging in when making a purchase with the vendor.
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post #10 of 34
12/2/03 at 2:27am
Thread Starter 
Quote:
Originally Posted by Element
Actually you DID agree to those even though you ordered it via phone. Businesses aren't required to read you the terms and conditions for any product order. And if they did I'm sure you would be upset because they would read that document to you and it would take 15 minutes and you would upset by then lol
Well then, if that is true then I will call tomorrow and talk to somebody about that. Because that would mean the mutual understanding between I and the representative is null and void and those are the terms that I agreed with.
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post #11 of 34
12/2/03 at 2:30am
I'd be interested to see their reply....I'm sure it's what I wrote though...that by engaging in a product purchase with Alienware you are bound by their terms and conditions which are available to you the consumer at any time on the web site...
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post #12 of 34
12/2/03 at 2:56am
I wouldn't worry at all about the fine print. A credit Card purchase is a safety net and Alienware has sold a lot of systems to a lot of people that are very happy they waited for the day of delivery. I get the same way this time of year. I want to snowmobile right now dammit. When the h*ll is it ever going to snow??
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post #13 of 34
12/2/03 at 2:58am
Thread Starter 
Quote:
Originally Posted by aurora
I wouldn't worry at all about the fine print. A credit Card purchase is a safety net and Alienware has sold a lot of systems to a lot of people that are very happy they waited for the day of delivery. I get the same way this time of year. I want to snowmobile right now dammit. When the h*ll is it ever going to snow??
Its snowing here in the NW. Comon over and take a dive in the nice powder.
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post #14 of 34
12/2/03 at 3:08am
Quote:
Originally Posted by aurora
I wouldn't worry at all about the fine print. A credit Card purchase is a safety net and Alienware has sold a lot of systems to a lot of people that are very happy they waited for the day of delivery. I get the same way this time of year. I want to snowmobile right now dammit. When the h*ll is it ever going to snow??
A credit card purchase isn't a safety net for guaranteed delivery times.
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post #15 of 34
12/2/03 at 10:29am
I agree that the BBB site ought to be used for serious complaints...like mine. I liked my Area-51m very much, but had to return it for refund after several quality problems. I had already returned it once for depot service and got it back within a week. Just five days later, it lost power and I decided it was time to start over. I returned the laptop and have heard nothing from Alienware in the two weeks since they received it. They've not responded to my e-mails and phone calls, and most importantly, have not credited my card as we agreed. Now, this is a reason to be angry with Alienware. I've taken the situation to my credit card company and will post my complaint on this BBB site, as well.
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post #16 of 34
12/2/03 at 1:36pm
I'm sorry to hear that it had to go in that direction. I remember that you gave Alienware benefit of the doubt when you had the problem pixels and some other cosmetic complaints. Didn't that even involve Alienware changing certain advertising? Hope it all works out ok. Try to keep us all updated. How Alienware reacts under these type of circumstances would be important information for all of us. and... it started snowing outside. yay.

note: Alienware can "guarantee" anything they want but the "guarantee" doesn't come with any promises attached in the event Alienware doesn't deliver. It is a kind of empty "guarantee".
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post #17 of 34
12/2/03 at 2:13pm
Quote:
Originally Posted by aurora
I'm sorry to hear that it had to go in that direction. I remember that you gave Alienware benefit of the doubt when you had the problem pixels and some other cosmetic complaints. Didn't that even involve Alienware changing certain advertising? Hope it all works out ok. Try to keep us all updated. How Alienware reacts under these type of circumstances would be important information for all of us. and... it started snowing outside. yay.

note: Alienware can "guarantee" anything they want but the "guarantee" doesn't come with any promises attached in the event Alienware doesn't deliver. It is a kind of empty "guarantee".
Yes, I came down pretty hard on AW about the metallic case/chassis issue. I gave the machine a good chance, but when the power failed just a few days after getting it back from the depot, I was finished with the laptop. I'll keep you posted on my refund resolution. I'm not about to go on the warpath against AW, yet, but I'm definitely sharpening my spears, if they don't refund my $$ within the next two weeks.
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post #18 of 34
12/2/03 at 2:25pm
Quote:
Originally Posted by jswriter
Yes, I came down pretty hard on AW about the metallic case/chassis issue. I gave the machine a good chance, but when the power failed just a few days after getting it back from the depot, I was finished with the laptop. I'll keep you posted on my refund resolution. I'm not about to go on the warpath against AW, yet, but I'm definitely sharpening my spears, if they don't refund my $$ within the next two weeks.
JS,
I too am interested as to how this works out for you...yet I'm MORE interested in your upcoming (please ) review of that Kick butt Sager you've got coming!

Keep up posted...please!

-Craig
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post #19 of 34
12/2/03 at 2:26pm
You might as well go ahead and file your complaint if you want to. I will make little or no difference to a company like AW. BBB's are pratically useless as a dispute resolution system, they are driven by donations from local companies and money talks.

On another note what difference with the "South Florida BBB" have on an internet based company anyway? They are not some leagl authority that can file charges on your behalf. You would have to somehoe assume that the average customer would check that site prior to purchase, and thats doubtfull.

If you want to make a difference use the forums, they have a much larger public presence.
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post #20 of 34
12/2/03 at 2:30pm
Quote:
Originally Posted by Craig
JS,
I too am interested as to how this works out for you...yet I'm MORE interested in your upcoming (please ) review of that Kick butt Sager you've got coming!

Keep up posted...please!

-Craig
Have no fear, I'll post my comments on both outcomes!!

Area-51m return and refund...BAD

Sager 4780 review...GOOD (I hope)
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