Alienware is starting off BAD (alienware rep. plz befor another customer is run off.) - Page 3

Foiler!.....

I wish I was told the same thing, than I would have said nevermind. Unfortunatly the sales dept. was not on top of this when I called. This is one of the things that has lead to my frustration. So far the only reason I have to believe that the Airgo card is causing any delay is your posts here. Un fortunatly I hadn't known about these forums at the time.



While the delay is due to processing payment they have had my CC info since June 8. The delay has been their processing. I ordered the second battery on June 22. AW didn't run it through until July 7, 16 day later. I ordered the wireless card on the 30th, and it was not run through until the 7th either. They were not waiting for me or my bank. Again I was waiting for them.



OK:
1: An approximate calculation of quantity or degree or worth.
2: Judge to be probable

I don't think they are very good judges of what is probable given they knew the shipping date they gave me as judged probable was impossible.



Actually my issue is that I don't feel like the website with the "judged to be probable" ship date or my conversations with the sales dept were accurate or honest. I really don't remember the Site saying pre order on June 8th, but if it did it certainly wasn't in plain site or in bold letter. It may have been that way in May, but not when I ordered it.

I know you keep refering to the order changes causing delays and the "may delay your order" tag on the config page but I talked to the saled dept on the phone and was assured this change would not cause delay. I wish I had recoreded the conversation.

Anyway, we'll both wait in anticipation for our machines. I don't think it is unreasonable to expect things to start moving this week and ship by the end of next week. I think I do need to cut my losses at some point however, and I have decided that point is a week from friday.

Two things you can be sure of:
1) There is a disconnect between AW's manufacturing and the rest of the company.
2) Hammerhead is an Alienware shill. He will defend AW to the end of time. After viewing his web page, I'm convinced he either works for them or works for their PR firm... or has nothing better to do.

TBS-some people have waited til late may or in the middle of may for there Aurora m9700, you ordered in the middle of june, just be patient, you'll get it.
Everyone who is waiting for an mALX/m9700-be patient, you'll get it very soon. Other people are getting theres now. And also, you can get mad at alienware. They put up the configuration so you could see whats the new product, so they actually gave you some information before it was supposed to happen, or you could think of this as a bad thing...nevermind

yes, they order the mALX from CLEVO and m9700 from arima*spelling*


HH is cool, so shhh

he is very knowledged in AW equipment and service. he has helped me, and many others in NBF. IMO HH is da bomb

It's true. Hammerhead is a die hard Alienware fan. No one is stating that he isn't cool or knowledgeable. But at times he reminds me of an extremist.. Someone who will not consider what you have to say if it doesn't match what he believes.

The fact remains that Alienware CS is horrible. Either they don't have access to information or it is the company policy to make up something. After dealing with CS and even Sales for a month I realized no one I was talking to had any information about the details of production. I then wrote a letter to president@alienware.com and Critical Issues took over. They were very helpful and answered my questions promptly and honestly.

People do have issues with Alienware CS. It's a fact. If you never have then that's wonderful! But just because you haven't had a problem doesn't mean that others have had the same experience.

I like Alienware. I like Hammerhead. CS needs to be overhauled so they have access to current information.

my 2 cents

Monday I wrote AW the following:

Alienware,

It has now been 40 day since I placed my order for an Aurora m9700 laptop
through your website, and 20 day since the original date I was given for it
to be shipped. As of today my order is still in phase 3, meaning you have
yet to even begin building it! After placing a phone call to customer
support this morning I was informed that after 40 days my optical drive is
not available and that it is not known when the drive will be available.

I know I have made 2 changes to my order but putting a battery in a box shouldn't be cause for delay and CS assured me that changing to an Airgo wireless card would not cause delays of more than 24 hours. At this point neither order change has been given as the cause for any delay.

I ********for a living. I need a computer at *work* for multiple data acquisition uses, weather, *live information updates*, as well as live video feeds and video analysis. I also need away to stay in touch with home and *my industry's* community online while I travel. I have also been asked to beta test *some* simulation software. These needs along with my love for aviation and flight simulators lead me to choose your brand.

My last computer was a complete loss so I have been without for some time.
Since the order was placed I have been fortunate in that there has only been
one event *at work where I needed a computer*, but in the upcoming week I will be needing a computer in a significant way. I never imagined that I would not have my m9700 by now.

At this point I must seriously questioning Alienware's ability to deliver
this machine in the near future if at all. Even if the computer were to be shipped tomorrow the delay thus far is simply unacceptable. Will I be receiving this machine this week and if so can Alienware put any kind of guarantee on that? Is Alienware prepared to reduce or refund part of the price of this system should there be further delays. Should I cancel my order and start over with another company. Please advise me on what to do at this point.

Thank you for your time attending this matter

*TBS*
order # 258130
(xxx) xxx-xxxx


***changed to protect personal info.***


Thier response?

Dear Mr. TBS

Thank you for contacting Alienware.

Unfortunately, there has been a delay with your order. The following part is back ordered and we are waiting for it to arrive.

1 - MOBL-MINAIRGOPCIWIR ...................................................... Expected Date : to be announced.

Since we currently do not have an estimated arrival date for the parts yet, I would suggest contacting us or our Customer Service Department later on this week for an update.

We apologize for this inconvenience.

CS Department:
Phone: 866-287-6727
Monday-Friday from 10:00 A.M.-7:00 P.M. (EST)

Thank you for your understanding and if you have any questions, please let us know at order_status@alienware.com.

Best regards,

Armando Campos
Alienware Corporation



Basically they said call back friday and we will give you an update, never answering my questions. What I am told is that they don't even know when the cards are getting in but they will know more on friday and friday isn't the expected date, just when they might know. I ordered on 6/8 and was given a judged to be accurate shipping date of 6/27. Even if they got these cards next Monday I would have to wait for them to build and test the system, and then 5 days for them to ship it. That puts us at about august 4th, 38 days after the original shipping date. That assumes that none of the other parts I put a deposit down on 41 days ago suddenly become back ordered.

I called AW to see what was to be done. It was suggested that I switch back to the regular card. I said OK, lets do that and start building it today. I was then informed that it would take an additional 48 hours to update the order. No rush service was offered. I declined, that knowing I would be in for the same run around as before.

I was then offered 2 day shipping for free. Amazon.com coupons, and an 128mb jump drive. Great.

I finally, after going back and forth for over an hour with support, sales, and customer service, was able to do the first thing I asked to do when I called. Speak with a manager.

I asked the manager for one of three things to resolve this issue. I felt all were reasonalble:

1. Put any wireless card in it and ship it by the end of the week.

2. Put any wireless card in it and ship it by the end of next week, guarunteed, with 10% discount. (That is $420.00 and they have been offering a $100.00 rebate online so a $320.00 discount for system that took 51 days to build I think is reasonable)

3. Cancel the order and refund my money by the end of buisness tomorrow (so I can start the process of getting something else).

They refused all three and tried to make me feel like the bad guy.

At this point I learned several things.

1. Alienware believes that taking up to 61 days to build and ship a laptop is a reasonable amount.
2. Alienware belives that it is honest, forthcoming, and not misleading to put an estimated ship date on thier website that they know they can not deliver on.
3. Alienware has no ability and or desire to expitdite any part of the order process should special situations arrise.
4. Alienware cannot refund your credit card in less than 5 days.
5. Alienware will make minimal offers should there be a problem. I was offered less than even the $100 rebate you can get if you ordered right now.
6. There is a huge disconnect between the various departments in the company.
7. Time frames given for order changes and the subsequent delays are significantly under estimated. Don't change it at all!
8. The $500.00 used to reserve parts to build your computer is meaningless. If you have a backordered part and are waiting, other parts that are in may be robbed from your system. When the backordered part arrives, the stolen part may now be on backorder.
9. Very few of thier reps speak clear english

I have now canceled my order and am waiting UP TO 7 DAYS for them to repay the $4,200.00 loan I gave them.

I know some of you are Alienware appologist, and will come to thier defence no matter what, but the rest of you be warned. There are major issues with this company.

dude..i hear ya brother! but i'm in it for the long haul unfortunately, it's been a month now and i'll give it another two weeks before i cancel my order. I'm going to give AW the benefit of the doubt eventhough after the headaches i've been through, i really shouldn't. best of luck to ya with your next laptop purchase!

Very few Americans speak clear English. What was the point of this anyway? Here, if you want a tip to improve your own mastery of our language, English is capitalized.

Otherwise, edited. Wasn't worth the time I spent typing it.

If I've said something that isn't true, post it. If I'm wrong I'll retract what I've said as I've done on occasion.

Bringing personal attacks without specifics is cowardly, and doesn't do anybody any good.

I could just as easily say I can be sure Selch will die a virgin because he's a mook, but without an issue to address it's just a personal insult, like your spew about me.

You have something specific up your butt, or are you just looking for someone to insult?

Again, rather than throwing insults, bring up a specific issue where I was wrong and I'll retract it if you're right.

Then again, if you just wanna bitch about Hammerhead because you don't like what he says, go ahead and I'll deal with you like the rest.


CIT is part of CS.


People have issues with every company's CS. If you don't like people with experience with the company and it's products trying to help others with issues out, or you don't like customers that reassure people that are worried they're getting screwed that they're not, then perhaps the AW section of NBF isn't for you.


I agree. Hopefully with Dell's input on efficiencies, Alienware can convert their system to completely computer monitored so CS, tech support, manufacturing and the customer all have the same information at hand.

With a brand new platform offered as a pre-order, yeah... It's unfortunate that they have inventory issues on some hardware that can delay your order also, but that's the way it is.


? First, look up estimate. Then come back here and show your proof that AW knew they couldn't deliver by the estimated ship date on your order, but gave it to you anyway.


I can assure you, they have the desire, and I've seen them expedite things when they can, in fact I've seen it repeatedly. I defy you to tell me how they're supposed to ship hardware they don't have.

It is unfortunate they can't change out your wireless card with no time costs, but they process 6000+ orders a month, so it's not like the kid at subway putting gulden's mustard on your sandwich because they're out of French's.


Estimated... They can, but they quote 5 days so people like you don't have a heart attack if there is a delay at the bank that is out of their control.


You wanted 10% off, that's not minimal. And if they haven't built your system yet they will honor any deals or price adjustments that have happened since you placed your order.


There certainly can be...


If you change your order to something that is out of stock, it tends to cause delays.


The $500 is a deposit, not a fee to reserve parts. Where are you getting this stuff?


Not my experience.


I guess I'm the apologist.

These "major" issues you speak of are very well known issues that arise when ordering a custom built computer on pre-order from Alienware. It's unfortunate, but it's not hard to find information here about delays, the phase game, and inventory on new items.

Getting an AW is not like getting a Dell. If you need a computer in a couple days, order a Dell.

Which system is this a rebadge of? Is it a Clevo model? Just curious..i've not been keeping up with who makes what system anymore. But if it is a Clevo..has Sager already released their version of the system yet? Usually Sager is dead on with their shipping dates.. Maybe that would give more of an idea of when its really out..

Nevermind I see its an Arima Notebook....Try Hypersonic and see if they have a release date for theirs..

Am I the only one who loves seeing HH come back with his huge posts addressing like 10 issues at a time? I love it lol. Issue by issue he just breaks em down and I laugh, but I gotta say Witchdoctors post about English being capitalized had me laughing my ass off I love this place

The company is not huge, and everything is custom made with their parts being bought from seperate companies. Plus the fact that it is a new product, it seems kinda obvious that unless you are lucky, you will have to be patient.