The following is the text of an email which I have just sent to Alienware. I am not very happy with my Alienware Experience so far.
To whom it may concern:
I am sending this email to express my dissatisfaction and my displeasure with my Alienware customer experience to date.
On Wednesday, May 17, 2006, I ordered an Alienware Area-51-7500 (Order #XXXXXX). I received an order confirmation with an estimated ship date of May 24th, and began the wait for my new PC to arrive. I had heard wonderful things about the computers built by your company, and the customer service provided by your employees.
On Friday, May 19, 2006, I checked the status of your web site, and noticed that my PC was still listed as “Phase 3 – Payment Processed” status. Since 2 days had elapsed, and my credit card had already been charged for my purchase, I would have thought my PC was already being constructed. I contacted your order support line, and was informed that my PC was on-track, and there were no issues with the order. The estimated delivery date of the 24th would be met, I was assured.
On Monday, May 22, 2006, I received an email from your company stating that delivery of my PC could be delayed due to 2 parts which were on backorder: the processor, and the video card. I was very surprised to receive this email, since I had just contacted your company the prior Friday and was assured there were no issues with my order. In addition, when I ordered my PC via the web site, all parts were listed as in stock. I checked your web site on the 22nd and verified that there was no warning attached to any of the selected components stating that a delay would be possible.
I contacted customer service on the 22nd and spoke to a supervisor. I was assured that everything was being done to ensure that my PC was constructed in a timely manner.
On Friday, May 26th, I received confirmation that my order was going to ship via FedEx. Estimated delivery time was 3 to 5 days. Because of the holiday weekend, my PC took almost 1 full week to arrive.
The PC arrived on Thursday, June 1, 2006, which is when the serious problems began.
The bottom of the box had come open during shipping (1 small band of tape was utilized to seal the bottom of the box). This indicates, at least to me, that the box was not “carefully packed for shipping” as your web site advertises. Because the bottom of the box had come open, the PC was delivered to me upside-down.
When I removed my PC from the packing carton, I noticed that the side panel on the PC was open. The 2 screws which should have been present to secure the side panel were missing, and the latch that should have sealed the side panel was open. This may indicate that my PC was not assembled properly, as I do not believe 2 screws can come loose during shipping, causing the side door to dislodge.
On Friday, June 2, 2006, I figured that I would try to assemble the PC, connect the wires, and see if the PC was harmed in any way. The PC booted fine initially, but, after using the PC for approximately 2 hours and installing Microsoft Office and a few other programs, the PC would not longer boot fully into Windows XP (the PC would only boot into safe mode).
I performed a full system restore using the Alienware Respawn kit which I purchased. The restore completed, and the PC booted into Windows XP. But, after approximately 2 hours of use, the PC refused to reboot fully into Windows XP.
At this point, I contacted Customer Service, and explained what had happened. At first, the young lady I spoke to (Stephanie) wanted me to take pictures of the PC and file a claim with FedEx. I explained to her my suspicions concerning the improperly sealed carton and the improperly secured PC door, and she placed me on hold to speak to a supervisor.
It was agreed that I would send the PC back to Alienware for repair. I was provided with a pre-paid FedEx shipping label, and was assured that my PC would be repaired, free of charge, under warranty. My reference number is XXXXXX for the repair order.
My question to you is as follows: can you assure me that the PC will be delivered fully functional? Why I was not provided with the option to receive a new PC, as the one that was delivered to me was faultily constructed and improperly packed for shipping? Do you find this treatment to be acceptable?
Frankly, I am rather appalled at the way I have been treated during this whole ordeal, and expect your company to deliver to me a new, functioning PC in a timely manner. If my PC is not delivered in full working order and in new condition, I will be requesting a full refund.
Is this the award-winning Alienware service and support in action? How do you intend to make things right?
To whom it may concern:
I am sending this email to express my dissatisfaction and my displeasure with my Alienware customer experience to date.
On Wednesday, May 17, 2006, I ordered an Alienware Area-51-7500 (Order #XXXXXX). I received an order confirmation with an estimated ship date of May 24th, and began the wait for my new PC to arrive. I had heard wonderful things about the computers built by your company, and the customer service provided by your employees.
On Friday, May 19, 2006, I checked the status of your web site, and noticed that my PC was still listed as “Phase 3 – Payment Processed” status. Since 2 days had elapsed, and my credit card had already been charged for my purchase, I would have thought my PC was already being constructed. I contacted your order support line, and was informed that my PC was on-track, and there were no issues with the order. The estimated delivery date of the 24th would be met, I was assured.
On Monday, May 22, 2006, I received an email from your company stating that delivery of my PC could be delayed due to 2 parts which were on backorder: the processor, and the video card. I was very surprised to receive this email, since I had just contacted your company the prior Friday and was assured there were no issues with my order. In addition, when I ordered my PC via the web site, all parts were listed as in stock. I checked your web site on the 22nd and verified that there was no warning attached to any of the selected components stating that a delay would be possible.
I contacted customer service on the 22nd and spoke to a supervisor. I was assured that everything was being done to ensure that my PC was constructed in a timely manner.
On Friday, May 26th, I received confirmation that my order was going to ship via FedEx. Estimated delivery time was 3 to 5 days. Because of the holiday weekend, my PC took almost 1 full week to arrive.
The PC arrived on Thursday, June 1, 2006, which is when the serious problems began.
The bottom of the box had come open during shipping (1 small band of tape was utilized to seal the bottom of the box). This indicates, at least to me, that the box was not “carefully packed for shipping” as your web site advertises. Because the bottom of the box had come open, the PC was delivered to me upside-down.
When I removed my PC from the packing carton, I noticed that the side panel on the PC was open. The 2 screws which should have been present to secure the side panel were missing, and the latch that should have sealed the side panel was open. This may indicate that my PC was not assembled properly, as I do not believe 2 screws can come loose during shipping, causing the side door to dislodge.
On Friday, June 2, 2006, I figured that I would try to assemble the PC, connect the wires, and see if the PC was harmed in any way. The PC booted fine initially, but, after using the PC for approximately 2 hours and installing Microsoft Office and a few other programs, the PC would not longer boot fully into Windows XP (the PC would only boot into safe mode).
I performed a full system restore using the Alienware Respawn kit which I purchased. The restore completed, and the PC booted into Windows XP. But, after approximately 2 hours of use, the PC refused to reboot fully into Windows XP.
At this point, I contacted Customer Service, and explained what had happened. At first, the young lady I spoke to (Stephanie) wanted me to take pictures of the PC and file a claim with FedEx. I explained to her my suspicions concerning the improperly sealed carton and the improperly secured PC door, and she placed me on hold to speak to a supervisor.
It was agreed that I would send the PC back to Alienware for repair. I was provided with a pre-paid FedEx shipping label, and was assured that my PC would be repaired, free of charge, under warranty. My reference number is XXXXXX for the repair order.
My question to you is as follows: can you assure me that the PC will be delivered fully functional? Why I was not provided with the option to receive a new PC, as the one that was delivered to me was faultily constructed and improperly packed for shipping? Do you find this treatment to be acceptable?
Frankly, I am rather appalled at the way I have been treated during this whole ordeal, and expect your company to deliver to me a new, functioning PC in a timely manner. If my PC is not delivered in full working order and in new condition, I will be requesting a full refund.
Is this the award-winning Alienware service and support in action? How do you intend to make things right?
