Originally Posted by holysoldier
It's hard to believe that a replacement part for a "BRAND NEW SYSTEM" could take this long to be shipped. I would like to think that AW would put customers in this situation on a high priority level, but I cannot say that, it has been over 3 days and still I haven't got a clue of what is the status of the new Optical drive they were supposed to send me. It's just frustating, and I must say how disapointed I am.
I agree, this is an area that AW frequently gets complaints, and I'm not sure why it's this way now. Back in the early days for me I had a video card go bad, and one call got me a replacement card, and the replacement was an upgrade for free since they no longer carried the card I had.
It was in transit the next day, and it was second day air. I had the card three days after calling.
AW was much smaller then, and it seems that they've geared the business towards new system manufacture, so it is frustrating to have to wait for replacement parts. It now takes them a few days to get the part packaged, processed and shipped, and they ship FedEx Ground so it takes three to five days depending on where you are.
I would like to see all warranty replacement parts expidited, shipped the next day after authorization, and second day air also. It can ruin someone's Alienware experience to not only have a problem out of the box, but to then have to wait weeks to get the replacement part...