Originally Posted by jamaster14
With the investment you are making in an alienware you should have the right to check ony our order as oftena s you want.
I'm not saying you don't have the right to check on your order. I am saying that the approach has to be done in a manner consistent with getting the right results.
Do I have to spell this out?
Let me tell you what I did and you decide if it helped or not.
My order was done on the web on November 25, 2004, just days before Thanksgiving. I paid for half with my credit card, and the other half with Alienware finance which I plan to pay off before the 6 months period. The AW finance ran into a glitch when I failed to return the forms to them, sopayment was not received until December 2, 2004. (PHASE2)
When I completed the order online, I called it in instead of waiting for the confirmation. I made sure to ask for the sales reps extension which is also used as a way for them to get their commission in their sales. I made sure that I came across over the phone as a person who is glad to talk to him. Genuinly I was glad to reach Fernando Mora who went through the confirmation process with me and answered all my questions and concerns with full knowledge of Alienware products and services along with competitors information.
When my order got past the payment PHASE, I immediately sent KUDO's e-mail to express my gratitude for Fernando Mora's help, and so far the experience I had with Alienware. The KUDO's e-mail I sent immediately spread throughout Alienware's different departments which ensures good graces for Fernando from his supervisors and peers. And I do hope he is rewarded as a result of it.
I kept in touch with Fernando by sending him a copy of the KUDO's e-mail I sent him and asking non-intrusive ad not so pushy questions. There are certain bounderies that need not be crossed when asking for something which I was asking for my laptop. I did not want to cross that line and become an annoying pest.
As it drew near then end PHASES, I sent e-mail asking what to expect and the response from him was obviously that he knows who I am and I am also in his good graces. Each e-mail signed and always with a THANK YOU to show my gratitude.
The day of the delivery came, and the first thing I did was send him e-mail along with the same pictures you will find on my site. Again saying thank you even louder now as my palms sweat while playing with my new laptop.
Then I sent him my review which also ended up with other reps there in Sales, Tech Support, and Customer Service.
Fernando will remember me for some time and I will ask for him again on my next order with Alienware.
Need I spell it out again?
People have forgotten to be nice to each other. I get farther along the way by saying THANK YOU, compared to stomping around on a war path acting like I am better than thou demanding for my SHIET served on a platter. This by the way is a two way street. If the rep gets on the phone in a bad mood and you approach it the right way, your cheery approach can change that from a bad start to a good dealing/transaction.