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Alienware is starting off BAD (alienware rep. plz befor another customer is run off.)

post #1 of 56
7/10/06 at 5:38pm
Thread Starter 
i have been looking over the forum and have seen alot of threads on how bad there C/S is. i have a bad fealing i am going to be one of the bad one's.

i will not get into all that has gona wrong, there are lots of gripes over there C/S but i will say this. i have placed and order for there top of the line notebook. aurora malx over $5500 fot it. it has been 5 weeks sence the oreder was placed and i am in phase 3. i have been there for 1 week. when i call alienware to talk to the guy incharge of my order he is never there and olney sends emails inresponce to my calls, he will not talk to me in person.

now after looking over the forum i want to know what do you guys think i should do. i want to cancel the order and go with someone else i know i will get a slower laptop but not much slower. i was going with alienwares to get the best. now i am not sure thay are the best anymore, thay can't even start to build a comp after the order has been placed for 5 weeks. and it looks like there s.o.p. is to send the customer to someone else and hope he will just go away. they do not help you find out any info. ( i have not recived one email or call about my laptop. i have to call and get transferred around to find outanything.)
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post #2 of 56
7/10/06 at 5:49pm
You didn't realize the mALX was a pre-order when you spent $5,500 on it? According to a few members of NBF AW that have also purchased the mALX, AW has just now got all the parts in to build them, so you should start to see your phases moving quickly. It's a sweet laptop and 5 weeks is a long time, but they were pre-orders and should be expected to take longer than normal systems. It took AW 1.5 months to build my machine (wasn't a pre-order)...and I'm glad I waited it out.

Welcome to NBF AW.
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post #3 of 56
7/10/06 at 6:04pm
I remember when I first signed posted on theses forums a whoping month ago. Hammerhead had a post saying some people go from phase 3 all the way to 10. I didn't believe that! But after about a monthof waiting for my m9700 i called them and they said that it had just shipped! Dont get worried dude. It will be worth the wait!
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post #4 of 56
7/10/06 at 6:22pm
yeah and i would not depend on the phase status online...if you are concerend call them...according to the phase status online i was on 3 till about a day before it shipped...

and like imonaplain51 said..it was a pre-order...so it will all work out in the end
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post #5 of 56
7/10/06 at 6:32pm
Remember AW simply puts all the pieces together and offers you a warranty. They don't make the screens, processors, RAM, hard drives, cases, BIOS, motherboards or anything! I'm a proud AW supporter and owner, but waiting is the hardest part about owning one of these things. Be patient. They just got all the parts in and want customers to have working machines 2 weeks late versus having customers with malfunctioning systems 2 weeks early.
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post #6 of 56
7/10/06 at 6:44pm
Actually, I just got off the phone with my rep and I got this response. "We are testing each video card by hand and we aren't beginning construction of the units for another two weeks. Expect delivery by the second week of AUGUST"

Not June 26th as the website stated, not July 26th as the DC two step has been proceeding, but AUGUST! It really doesn't help my rep is a certain four letter word that isn't mentioned in polite conversation. What makes it even worse is I can get a machine with better specs for cheaper and faster.

I think I had best stop this post before I offend anyone here by accident.
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post #7 of 56
7/10/06 at 7:06pm
Thread Starter 
Quote:
Originally Posted by Jertc
Actually, I just got off the phone with my rep and I got this response. "We are testing each video card by hand and we aren't beginning construction of the units for another two weeks. Expect delivery by the second week of AUGUST"

Not June 26th as the website stated, not July 26th as the DC two step has been proceeding, but AUGUST! It really doesn't help my rep is a certain four letter word that isn't mentioned in polite conversation. What makes it even worse is I can get a machine with better specs for cheaper and faster.

I think I had best stop this post before I offend anyone here by accident.



this is what i am running into. if you talk to one person your get one responce and if you call back you will get somethign else. this is the first i am hearing of a backorder or a hand testing. i was told it was from a bad batch of video cards that had to be sent back, and the web opage is a joke. the order status is unreliable. does alienware have tards for there first line C/S.
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post #8 of 56
7/10/06 at 7:20pm
I was on the phone today with the mALX dept. They told me they were waiting on one last part to come in (think it was lcd screen) they said it was there this morning and now that they have all my parts they should start putting it together maybe tomorrow. They said they are going to try and ship mine out by Friday this week. Hope I don't get one of those bad video cards.
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post #9 of 56
7/10/06 at 7:44pm
Thread Starter 
Quote:
Originally Posted by 357Magnum
They said they are going to try and ship mine out by Friday this week.




just turn the knife alittle more. do you know how hard it is to play WoW on a comp your are scared to turn off for fear it will not come back.



j/k good luck on the comp plz post if it comes in, and i was told thay tested the cards by hand and found the bad ones. if thay realy tested be hand thay would have found the bad on befor you got it, i am sure you got a good one.
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post #10 of 56
7/10/06 at 11:29pm
Dont worry.

I've waited nearly two months for my m9700 (a pre-order just like yours).

It has just been shipped today. It isn't there fault that parts are not being processed fast enough by the opther companies. Remember it is a pre-order system.
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post #11 of 56
7/10/06 at 11:37pm
I have to piggy back on this:

If this was a pre-order I think we should only have been charged the 500 that the 9700 owners were charged. I laid out 5000 dollars and I don't even get a call!! 2nd week of august!! If this is true, I am so cancelling!!! I purchased 2 other 7700's last year and spent close to 8k there! With this laptop I am in for about 12-13k dollars and all I get when I call them is BS. They should do something for all of our inconvience!! I am like 2 seconds from cancelling also! Maybe they should sell 500 laptops because a luxury 5k item needs REAL customer service! I can get better service and no BS if I purchase a 400 laptop from k-mart!
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post #12 of 56
7/10/06 at 11:56pm
Why would anyone spend $5000.00 for a preorder notebook? It would make more sense to wait until it is on the shelf before ordering.
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post #13 of 56
7/11/06 at 12:01am
Like I've said before, I understand shortages. I understand preorders. I understand these things happening. What I won't understand is being lied to and what I won't understand is my 'customer service rep' treating me like they sent me five thousand, five hundred dollars and not the other way around.

If they would send an email once a week explaining the shortages and push backs, like the 'up to the minute e-mail updates' promises, I would be much more understanding. But me having to call every other week at the end of the 'two more weeks' only to be told 'two more weeks'!

*shakes head* heck, I don't know, I just know I'm extremely sick of Alienware. Unless that machine can get up and wash my dishes for me by the time its here, I can almost guarantee I'm never shopping from them again.

Oh, and Tummypony, we weren't told we were preordering. There was no 'you will be charged five hundred dollars now and the rest when units go into production'. According to the webpage and my rep when I ordered, the machines were being built right then.
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post #14 of 56
7/11/06 at 12:06am
Thread Starter 
one more thing....this is the first i have heard about a per order.
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post #15 of 56
7/11/06 at 1:43am
he is right!! This was not listed as a preorder!!! And, when I see the thread titles"my aurora 9700 shipped!" It only pisses me off more! These guys actually pre-ordered and they are getting theirs before us!
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post #16 of 56
7/11/06 at 8:01am
Honestly, I think you want them to take all the time they need and then send it out to you once they are satisfied the machines are stable. Better than getting a rushed order and then finding problems with the laptop when you get it. I think you would expect to wait a bit longer for new models that are released, especially if your model is in the first batch being shipped. I waited 6 weeks for my Aurora with the FX60 when it first came out and I couldn't be happier today. But yes I think if you need your machine quickly and it doesn't need to be AW, you should buy elsewhere - on the other hand, I think possibly other companies with the same models would not shipping to you the same models that much quicker than AW would as well given the new setup and configs of these models, unless their testing processes are not as thorough.
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post #17 of 56
7/11/06 at 11:01am
PRDA,

What is your estimated ship date? PM me your account information and I will see what can be done about your situation.


Jertc,

PM me your account info as well.
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post #18 of 56
7/11/06 at 11:03am
Quote:
Originally Posted by Alienware-Steve
PRDA,

What is your estimated ship date? PM me your account information and I will see what can be done about your situation.


Jertc,

PM me your account info as well.
greatest piece of advice you need!! seriosuly
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post #19 of 56
7/11/06 at 11:37am
Who's the private AW support
That's a sex machine to all the chicks?
AW-Steve!
Ya damn right!

Who is the man that would risk his neck
For his brother man?
AW-Steve!
Can you dig it?

Who's the cat that won't cop out
When there's danger all about?
AW-Steve!
Right On!

They say this cat AW-Steve is a bad mother
SHUT YOUR MOUTH!
I'm talkin' 'bout AW-Steve.
THEN WE CAN DIG IT!

He's a complicated man
But no one understands him but his forum
AW-Steve!

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post #20 of 56
7/11/06 at 11:45am
Quote:
Originally Posted by ImOnAPlain51
Who's the private AW support
That's a sex machine to all the chicks?
AW-Steve!
Ya damn right!

Who is the man that would risk his neck
For his brother man?
AW-Steve!
Can you dig it?

Who's the cat that won't cop out
When there's danger all about?
AW-Steve!
Right On!

They say this cat AW-Steve is a bad mother
SHUT YOUR MOUTH!
I'm talkin' 'bout AW-Steve.
THEN WE CAN DIG IT!

He's a complicated man
But no one understands him but his forum
AW-Steve!
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