The Apparent M15x Delay

Hi everyone,

I know you guys really don't want to hear someone whine about alienware service. As such, I will try and limit the amount of whining I put forth here in this post. I recently placed an order for an m15x (April 30th). Coincidentally, I placed the order a few hours before my friend placed almost an identical order later that same day. I've been calling AW almost every week to get an update as to what is going on with my computer. Each week I've been told that the screen/chassis is backordered. At first this seemed like a perfectly viable excuse. However, AW and I are now going on 5 weeks. About 1.5 weeks ago, I began to grow impatient with AW because I kept getting different reasons as to why my system was stuck in phase 4, and so I asked to speak to a supervisor. I was put through to Frank (I'm guessing Frank Azor?). Frank listened to my case and then told me that the backordered part did come in on the day that they were telling me but the cases didn't meet AW requirements and so a new order would have to be placed. Furthermore, Frank went on to say that at that present time no m15x's were being built. So remember the friend that I mentioned who put an order in later on the same day as me? My friend will be receiving his m15x via FEDEX today -- my order is still in phase 4. So I guess not ALL m15x's ceased to be in production. I was told last week that the 'new' order for the backordered part would be arriving today. So I called.......and was told that the part won't be in until June 5th and my order will not be going out until mid June (for now). I have been told a part is backorderd 4/5 weeks! I posted about this about 2 weeks ago in the "alienware phases" section but didn't really get any responses as to whether or not anyone else was experiencing delays, hence why I posted here instead this time. Please let me know if anyone else is dealing with this. I know I may have failed to limit the whining, but I spent a lot of money and I am aware of the fact that AW checks these pages. I know some of you may disagree with me but I really feel that what they are doing is wrong. Just tell me the truth when I call. Stop giving me half-truths to hold me off for another week. Anyway, thanks for listening.

Shawn

Hey thanks so much for responding. I wrote an email suggesting an upgrade of some sort OTHER than shipping. I also respectfully requested that they not send me an email saying that AW doesn't do that sort of thing or else I will cancel the order. So we'll see what happens. I looked on the site and the new orders won't go out until July 4th or 5th (somewhere around there)...so I don't know that cancelling will be the quickest solution. Then again, you have dealt with this on 6 different occasions and probably have a better idea of what to expect than I do. I'll just have to wait and see what they say to my email. I'm not the type to look for free stuff...but after spending that much money on a computer...and being told the same thing over and over again for a month now, the fact of the matter is I honestly do think that I am entitled to something that is put on AW's tab to show that they actually do have some level of CARE and RESPECT for me as a customer who has been incovenienced by them. But they may not see it that way. But seriously, thanks again for taking the time to reply. I really do appreciate it.

See thats the thing that bothers me. They told me the same thing they told you. What are the odds that a shipment of chassis' are defective?? Let alone, 2 shipments. How many other people have heard that the screens are backordered. I know I've read about that reason quite a few times because when I heard it I began to worry. I talked to my friend and he said the computer was in good shape and I really do believe once I get it that I will be happy...but I just feel as if they are really very unorganized to say the least. Thanks for taking the time to post a reply!

I suppose you could be right and I thought the same thing with respect to my friend getting the last chassis. I don't know...I just think they could be more prepared for this sort of thing. If you pay a premium price you expect premium service. Anyway, thanks for replying. Hopefully it works out soon.

Thanks Hammerhead. I will ask them when they get back to me if the other screen will speed up my order. I ordered the 720p....but I am willing to spring for the 1080p screen. Thanks for putting some perspective into this for me.

I just got off the phone with AW. Apparently all of the screens are backordered and will not be arriving until June 5th. If anyone has conflicting info...PLEASE let me know. Thanks so much.

Why would you have cancelled the order a couple of weeks ago?
Also...not that I want to stray off topic...because I really do want people to let me know if they are experiencing delays (So PM if necessary)...but whats up with your 'zoid' picture?? I like it a lot but what is the significance?

The wait really does suck especially when things keep getting screwed up every week. AW offered me a 4GB AW USB 2.0 Thumbdrive even though they apparently don't have a "compensation program" in place. Its not much but I really just wanted to see if they actually cared to keep my order (hence why I said I would cancel if they sent me an email saying they don't do upgrades). I wasn't looking for something free but rather just wanted to feel like they valued my business. I know I may be jumping to conclusions but I'm just not used to putting an order in for something online and waiting this long to receive it. And when they tell me the part is coming on a certain day and then I call and they say its not coming in for another week, it is indeed VERY FRUSTRATING. But I really am appreciative of your post and the time you took to read mine. Thanks a lot!