My experience with Alienware.
I do agree that they may have a great product, but I believe that they lack in support area. I've ordered twice from them. The first time I was told it would take a week, and then all of the sudden they wanted me to wait for a month and a half. I cancelled that order, and decided to order again when they had the parts in stock. That was in the end of May. On July 4th my desktop had a bios rom problem, so I decided to give alienware a call that monday after calling a few other laptop companies. I asked if they had the parts in stock to fufil my order, and I stated that I needed the laptop to ship within the 7 day timeframe they said it would. The slaes rep assured me that it would and I asked if he could double check because I needed it for work, and the alienware competitors said they would have no problem shipping that soon. He again assured me that it would ship by the 13th of July. I placed the order, and was fairly excited. I called on the 12th of July just to make sure everything was going smoothly. I was suprised to find that my order had a hold on it because of a laptop bag being out of stock. Had I not called to check on the order, I would have never been informed of the hold. I cancelled the order for the bag, and it still was a full 7 days behind on the shipping time. I sent an e-mail to customer support stating that because of this delay I have lost 2 clients and might even lose my job, all because I was assured that they could deliever. This is my reply from them:
Dear Mr. Roux,
I have been following up on your order, and I am glad to inform you that your order has entered the Assembly Phase.
We appreciate your patience very much.
I can assure you that we are working around the clock to have your order finished and ready to ship as soon as possible.
As soon as I have any further updates about your order, I will be sending you an email notification.
We usually allow a time frame of 3 days in order for the order to move from Assembly to Integration.
Again, thank you for your patience and kind understanding.
Best regards,
Order Status Team
Alienware Corp.
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When ordering from Alienware, just be wary of the delievery dates and what not.. Because of this exchange, I have 2 friends who are going with the dell XPS.
I'm fairly sure the laptop is worth the wait, but it seems to be a gambit in dealing with customer support.