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The Apparent M15x Delay - Page 2

post #21 of 55
5/31/08 at 7:34pm
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Quote:
Originally Posted by Dark Spark View Post
still on phase 4
I hear ya Dark Spark. I'm pretty sure you ordered after me right?
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post #22 of 55
5/31/08 at 9:35pm
Quote:
Originally Posted by donnell8 View Post
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!
I wonder if AW throttles order completion in favor of *preferred customers, say long standing repeat customers, or bulk Business customers like say government/education etc...? I cant really see the 15x in the hands of the types that order sooo much$$$ that generally would get to cut in line. IDK
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post #23 of 55
5/31/08 at 10:04pm
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Quote:
Originally Posted by archalien View Post
I wonder if AW throttles order completion in favor of *preferred customers, say long standing repeat customers, or bulk Business customers like say government/education etc...? I cant really see the 15x in the hands of the types that order sooo much$$$ that generally would get to cut in line. IDK
I don't really get it. It could all be coincidental, and everyone knows that they put out stellar products. But they have been doing this sort of thing for some time now...like its not a once in a blue moon sort of thing. If you google the topic...there are quite a few customers that have had to deal with delays....which is fine...but don't put a 21 day turn around on your site if you simply can't do it. I really don't want to be too hard on them but at the same time one doesn't want to be walked all over after spending that much money. Who knows? I think/hope I will be happy once the damn thing arrives. Hopefully they don't dodge the hard questions on Episode 2 of their Alien Network. I have already raised my dilemma as a question. I think it could really potentially be a great way to give their customers some insight that would be impossible to obtain in any other way....as long as they don't skip over the tough questions. We'll see I guess.
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post #24 of 55
5/31/08 at 10:13pm
I ordered my m9750 with my government discount and I waited two months just like everyone else did...so I dont buy that they fill some orders before others...
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post #25 of 55
5/31/08 at 10:45pm
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Quote:
Originally Posted by littlefrankus View Post
I ordered my m9750 with my government discount and I waited two months just like everyone else did...so I dont buy that they fill some orders before others...
I agree. Although I did see on a site I think engadget....www.alienware.com/dade(something...can't remember)....If you were to order through that link when the m15x first came out you would receive an expedited shipment. Someone APPARENTLY tried it and said it worked. But I tend to just think there is poor management...but then again I'm no expert.
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post #26 of 55
5/31/08 at 11:00pm
kinda hard to believe... I would have to have more than one person to be a viable truth...
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post #27 of 55
6/1/08 at 12:07am
Im not talkn gvmnt discounts or the like so much, I was referring to orders that are in 5, 6, or 7 figures. Obviously no one talks about it. Take for instance NetFlix when it was revealed that high volume customers got throttled on new releases. It didnt kill NetFlix, but surely was a sore PR hit.
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post #28 of 55
6/1/08 at 12:13am
The federal government buys from Dell I have never seen an alienware in government hand every computer we use in the Department of Interior is a Dell... DOI has a list of vendors that they purchase software to hardware from... The printers used are hp's or either dells... when purchasing things for the Government you have to be able to justify why you are purchasing it... and with something that cost as much as an alienware laptop or desktop they deny the purchase order and buy a lower end Dell to do their work...it really takes almost an act of congress to buy anything for the government...
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post #29 of 55
6/1/08 at 12:36am
Just gotta put in my two cents-
i ordered my m15X 1 week ago and am still on phase 2: confirming payment. I don't see how it can take that long; especially considering my family makes enough to pay for it in a week. A store can confirm a credit card payment in seconds. Considering everything's all electronic, anyone know what could be the cause of the holdup?
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post #30 of 55
6/1/08 at 12:40am
if you are checking online phases it can be wrong which it is like 99.9999% of the time I always call to find up-to-date phases... how much money you make doesnt matter how fast ur computer moves thru the line..
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post #31 of 55
6/1/08 at 1:01am
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Quote:
Originally Posted by Wraith88 View Post
Just gotta put in my two cents-
i ordered my m15X 1 week ago and am still on phase 2: confirming payment. I don't see how it can take that long; especially considering my family makes enough to pay for it in a week. A store can confirm a credit card payment in seconds. Considering everything's all electronic, anyone know what could be the cause of the holdup?
If the CC isn't in your name and/or at your shipping address will delay the confirmation for some odd reason. I guess AW doesn't think Credit Card Company monitoring is sufficient. But my ex put the comp on her CC and she obviously has a different name than I do and lives at a different address. The payment didn't go through until I called to inquire as to what the hold up was.......4 days later. They won't call you immediately (or at all...im not sure) to tell you this. Hope this helps.
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post #32 of 55
6/1/08 at 1:06am
Yes, actually that is probably the exact problem. I did pay with my parents card. So they will call?
And replying to an earlier post, if the online status is so far behind what should i do? i emailed them and they haven't gotten back to me in two days.
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post #33 of 55
6/1/08 at 1:18am
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Quote:
Originally Posted by Wraith88 View Post
Yes, actually that is probably the exact problem. I did pay with my parents card. So they will call?
And replying to an earlier post, if the online status is so far behind what should i do? i emailed them and they haven't gotten back to me in two days.
Yeah they may call you at some point...but with AW it seems that the jaw-dropping speeds of all of their wonderful computers is NOT matched in the Customer Service Department as well as the Production Line. While there seems to be many legit reasons (some of which were raised here in this thread) there also seems to be some inexcusable reasons (though I must say that is pure speculation in my dept because I obviously don't work for AW and I don't know anything about how things go down there) as to why there are so many delays. Someone mentioned that they were one of the main reasons as to why they opted to sell to Dell. You should DEFINATELY call if you want information on the spot. As far as emailing is concerned....I've sent out about 10-15 (no exaggeration...counting replies back and forth)....maybe 3 of them have been answered same-1 day after. The rest have all taken 2 days (excluding Weekends). So they are definately aware of your email....but you'll notice in their reply that they will tell you that any replies on their part will take between 24-48 hours. Hope this helps.
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post #34 of 55
6/1/08 at 1:47am
Keep in mind that although AW is now owned by Dell, they are not Dell or HP or Sony etc as such dont carry the infrastructure size as these other big time heavyweight brands which can surely account for some of the delay, not all of it, but some of it.
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post #35 of 55
6/1/08 at 5:33am
Quote:
Originally Posted by donnell8 View Post
If the CC isn't in your name and/or at your shipping address will delay the confirmation for some odd reason. I guess AW doesn't think Credit Card Company monitoring is sufficient. But my ex put the comp on her CC and she obviously has a different name than I do and lives at a different address. The payment didn't go through until I called to inquire as to what the hold up was.......4 days later. They won't call you immediately (or at all...im not sure) to tell you this. Hope this helps.
AW has had real problems with fraud, so they are very rigorous when it comes to credit accounts, and credit card purchases. If anything looks strange, it'll get looked at twice.

I've bought six systems from AW over the years, and I know some people that work there, but I still had to go through the "mother's maiden name", and previous address questions with an order from the gear shop due to a slight difference in my address in their records, and my credit card. It's annoying, but as you can imagine, AW gets their share of fraudulent charges...
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post #36 of 55
6/1/08 at 5:35am
Quote:
Originally Posted by Wraith88 View Post
Yes, actually that is probably the exact problem. I did pay with my parents card. So they will call?
And replying to an earlier post, if the online status is so far behind what should i do? i emailed them and they haven't gotten back to me in two days.
Check the online status, but refresh the page several times. Last system I bought, the status kept coming up as phase 2 every time, but after a refresh or two, it suddenly went to the stage I was really in...

Or you can just call their 800 number, and they'll give you an update.

I wouldn't wait for an email back from their general email addresses. If you can get a sales or tech person's email, you'll have better luck. I've never had an email answered that I sent to one of their general info emails...
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post #37 of 55
6/1/08 at 3:42pm
I agree with Hammer, emails I believe go onto a priority list and get answered according to priority, so simple questions take longer to answer than more complex issues. Howevr the best ay to EVER get FAST answers from AW is to call them direct....
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post #38 of 55
6/1/08 at 4:02pm
Howdy

I ordered my x15 on 5/6/08...........I have recieved two emails saying there are parts back ordered.

Email from AW
There will be a slight delay in your Alienware order, because the part(s) listed below are temporarily backordered. We apologize for any inconvenience this may cause, and assure you that we are doing everything in our power to expedite the process of obtaining the part(s). Once the part(s) have been obtained, your order will be processed.

1- AREA-51 M15X 15" WXGA+ W/CAM SIL-RIP-PNT .................... Expected Date: 6/13/2008


If you have any questions regarding your order, please do not hesitate to contact our sales department by replying to this e-mail.

Thank you for choosing Alienware.
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post #39 of 55
6/1/08 at 4:09pm
Thread Starter 
Quote:
Originally Posted by Texzin View Post
Howdy

I ordered my x15 on 5/6/08...........I have recieved two emails saying there are parts back ordered.

Email from AW
There will be a slight delay in your Alienware order, because the part(s) listed below are temporarily backordered. We apologize for any inconvenience this may cause, and assure you that we are doing everything in our power to expedite the process of obtaining the part(s). Once the part(s) have been obtained, your order will be processed.

1- AREA-51 M15X 15" WXGA+ W/CAM SIL-RIP-PNT .................... Expected Date: 6/13/2008


If you have any questions regarding your order, please do not hesitate to contact our sales department by replying to this e-mail.

Thank you for choosing Alienware.
Wait...that is the expected date for the part or your computer??!
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post #40 of 55
6/2/08 at 12:22am
Quote:
Originally Posted by donnell8 View Post
Wait...that is the expected date for the part or your computer??!
Yep
that is what the email says...........................the part won't even be at AW till 6/13

Who knows when it will ship.........................LOL.

I'll keep on waiting.............not a problem for me.
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