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.
Order Status Team
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.