Mr. XXXXX (president) has notified me of your frustration with the delay on your new order. Please allow me to begin by apologizing on behalf of the company. With that said, I am happy to inform you that the order shipped today and it should be in your hands by the end of the week. Your Fed Ex Tracking Numbers are xxxxxxx, xxxxxxxxx, xxxxxxxxx, please feel free to view the status on Fedex.com. Also, hang on to my contact information in the event that there is anything else you might need, in the future. Thank you for your time and have a great evening.
Critical Issues Supervisorxxxxxx@alienware.com
ph: (305) 251-9797
fax: (305) 259-6934www.alienware.com
Thank you for your quick Response. I look forward to posting positive feedback and giving a lot of Presentations on my System to my Clients, I am sure it is going to be a conversations piece, an Ice Breaker you might say.
I have to apologies that I had to escalate this as I did, however it was apparent, I wasn’t getting accurate information regarding my order. I understand there are shipping holdups Major influx of orders Configuration issues and many more. What I couldn’t get from the CSR was that information. Instead I only received Promises of ship dates and Return phone calls that were never met. I informed them many times that the web site wasn’t updating and calling was my only option.
I would like to let you know the help I received from your Sales department far exceeded that of the CSR Department. I also received help from the Technical Support department from a round about way. My hope was that I would convince my CEO/ President to allow me to migrate my Media department to Alienware systems this year; however this situation proved to make that a difficult road to hoe. I need to stress that it is not my intent to get any free Items or merchandise and it is not my intent to single out any individual and cause them harm to their career. It is my goal to make you aware of the CSR problems you may have. And give you the information to fix it. I would hope that no future customers me or otherwise would experience the lack of communication I have received. Further more, I would like to stress how impressed I was on the quick response from your president and your team.
I understand the added stress this time of year may present to your CSR department but quotes like this in my opinion are unacceptable.
“Mr. DS613 I hope we never talk again”.
I was never rude or abrasive with any individual I only demanded information they weren’t giving me… maybe due to the lack of information they had.
I would be more then happy to talk to you on a one to one basis. About any experiences I had. I look forward to hearing from you and helping in anyway I can.
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