And so I have yet to have a pleasant experience with Alienware. Some of you may have read my other posts in which I was delayed week after week by Alienware because of the backordered Ripley case. The girl whose credit card I used ended up cancelling the order because she thought I was being scammed (she has no idea AW is a legit company...even though I have yet to see them act in such a manner). And so I begged to have the order reinstated and basically they told me that I had to start all over.............again. And so that is when the REAL misery began. I placed the order on an Alienware Titanium account in my mothers name. The order then somehow did not go through even though the ATA was verified. And then Monday rolled around and things began to look up because the case that I originally wanted was released with a very near ship date. So I changed my order to the skullcap design. I called back later that day and for some reason AW stated that in order to change my order they would have to redo the order once again....putting me at the back of the line once again...which is about as unfair as it get considering I placed the order on April 30th. So I agree, I call my mother and tell her to call Dell Financial Services to verify the account which she did. DFS tells her that everything matches and is verified and the order should be going into production the next day. Then, 10 minutes later (literally) I receive an email stating that my order has been canceled!!! What ?! I call AW, DFS and both parties REFUSE to release the information as to why the order was canceled stating they needed to speak to the card holder. My mother then calls and then surprisingly the REFUSE to tell her!!! Its as if AW WANTS me to cancel my $3000 order for good. That must be the case because no one has shown me that they want to work side by side with me to get this computer out to me. Everyone I talk to has no answers or explanations and they seem like they just want to get me off the phone as soon as possible. I'm not even yelling or screaming at these people. I am at my wit's end and am basically begging them to help me. So I placed my order yet again last night. DFS called my mother today and verified the info once again. The order still has yet to move out of phase 1 even though it has been verified. I called the head of customer service who told me he would call me back today. He never did. I PM'd AW-Armando who told me he would get back to me today. He never did. I called DFS who refused to give me any info even though my mother put my name on the ATA. My mother called DFS and they told her that it would take 24 hours to move phases. Hopefully it does. This is the most insane process I've ever had to go through to purchase something. I understand AW gets their share of ID theft...but it seems like they are just really trying to not get burnt on ONE SINGLE computer at the expense of the honest customers. And if they want us to endure this sort of process, why aren't there people in place that can actually help someone like myself. I mean I just spent $3000 on a computer I ordered in April and NO ONE cares! No one is taking more than two minutes out of their day over there to try and make a customer who has been forced to endure a ridiculous wait, happy again. Why?? Any ideas are welcome because I am fresh out.
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6/12/08 at 12:28am