So, after realizing the prices dropped 3 days after I received my machine, I tried to ge the price adjustment... which is against policy, so I gave a valiant attempt to try and get some money back via e-mail to feedback@alienware.com... I was so pissed off at the response they were giving me... Here are the e-mail correspondence: 
READ FROM BOTTOM TO TOP:
Subject
Feedback
Discussion Thread
Response (John Scoble) 06/08/2004 05:41 PM
Dear Mr. Krapf,
Thank you for contacting Alienware.
First, let me apologize for this inconvenience. It is unfortunate to hear that you have been somewhat dissatisfied with the service you have received.
We will be glad to help you out with this issue, as long as it fits into our policies. Like I said, we are not able to give you a refund or a price drop. I am working on the issue with the messenger case, and the 10% discount offer will keep standing for as long as you remain an Alienware customer. Unfortunately, this is the best we can do. If you wish to address this issue to someone else, please call our Customer Service Department.
Customer Service Hours:
Mon - Fri: 10:00 am - 7:00 pm EST
Phone: 866-287-6727 (option #3)
Kind regards,
Susana Raventos
Alienware Corporation
If you would like to make any comments about the service you have received from Alienware, please send them to feedback@alienware.com
We welcome all of your input as feedback that can help us improve the quality of our support.
> So if the prices listed already include a 10% discount, and since I already purchased my laptop, I get a 10% discount off whats listed, then your not really doing anything special for me. Your just making it sound that way thinking I have a screw loose... WOW... i thought this company was a GOOD company. Well, at least I still have time to change my review with resellersratings.com. Thanks to your e-mail I will be sure my friends that ordered their machines last week are well aware of your sustoms before the machines are completed and I will be reconsidering future purchases from AW. I might have to start purchasing from Dell again. At least I know Dell treats their customers in that 5 star service and doesn't try to pull the blanket over their eyes... You've been a big help (*** sarcasm intended ***). I would really like you to forward this message to someone higher than yourself so they know how AW customers are treated after spending over $4000. In fact, I will forward it myself.
Sincerely,
Vassil
>
Response (John Scoble) 06/08/2004 04:45 PM
Dear Mr. Krapf,
Our prices already include a discount from the amount they are sold for by the original manufacturer. From this price, you will get a 10% discount. This in no way means that you will get 20% off in your next purchase. The total price would be the amount listed minus 10%, plus shipping.
I have contacted our Accounting Department regarding the issue with the messenger case. Usually discounts are given at the time of placing the order. I will double check if you were given a discount for this item, and if not, if there is anything we can do about that. Please be aware that I cannot guarantee anything at this point. I am waiting for their response.
If you need any further assistance, please do not hesitate to contact us. We will be more than glad to help.
Kind regards,
Susana Raventos
Alienware Corporation
If you would like to make any comments about the service you have received from Alienware, please send them to feedback@alienware.com
We welcome all of your input as feedback that can help us improve the quality of our support.
Customer (Vassil Krapf) 06/08/2004 02:58 PM
> How is the 10% already included in the prices? Before I even bought my system, the prices wre the same, even after I logged in. So your telling me, that from now on, I will get 20% off for future purcahses? In that case, I just purchased an AW Messenger Case, I jsut got it today, can you credit my account the 10% difference?
Thanks,
Vassil
>
Response (John Scoble) 06/08/2004 02:03 PM
Dear Mr. Kapf,
Thank you again for contacting Alienware.
We will not be able to give you a 10% refund off the price of the system you purchased. I apologize for any inconveniences this issue may cause you, but we do have strict policies about this and we cannot offer price drops or refunds once the system has shipped. Please keep in mind that technology is continually changing, especially the gaming market, so it is normal that there be price differences almost every week. We certainly are unable to do a price drop once a system has shipped, that is just how the business world works. If not, we would be doing price drops every day for every customer.
Like I said before, we will be more than glad to offer you a 10% discount on any future purchases. The prices listed already include an Alienware discount, but in addition to that, we will give you another 10% discount off the price listed. This is the best we can do.
If you need any further assistance, please do not hesitate to contact us. We will be more than glad to help.
Kind regards,
Susana Raventos
Alienware Corporation
If you would like to make any comments about the service you have received from Alienware, please send them to feedback@alienware.com
We welcome all of your input as feedback that can help us improve the quality of our support.
Customer (Vassil Krapf) 06/08/2004 01:13 PM
I get 10% off any future purchases as it is i thought? How about getting me a 10% refund off the price of the computer I purchased? That would be something worth while and a good compromise that would make both parties happy. Please let me know.
Sincerely,
Vassil
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reply, 9153 bytes, added to incident
Response (John Scoble) 06/08/2004 11:28 AM
Dear Mr. Kapf,
Thank you for contacting Alienware.
Unfortunately, we will not be able to give you the requested price drop. As you were told before, we have very strict policies concerning these type of issues once a system has shipped. I sincerely apologize for this inconvenience.
At this point, what I can offer you is a 10% discount on any future purchases you decide to make with Alienware. This discount applies to absolutely anything you wish to purchase in the future from us.
Regarding cancellations, we have a 30-day money back guarantee trial period. If a customer decides to cancel the order during this time, there is a 15% restocking fee that will apply, and the custoemr will have to pay for the shipping and handling back to Alienware. However, if the purchase was done using an Alienware Credit Card, the 15% restocking fee will not apply.
If you need any further assistance, please do not hesitate to contact us. We will be more than glad to help.
Kind regards,
Susana Raventos
Alienware Corporation
If you would like to make any comments about the service you have received from Alienware, please send them to feedback@alienware.com
We welcome all of your input as feedback that can help us improve the quality of our support.
ATTN: Customer Service Manager
I recently purchased an Alienware AREA 51M for $3969. I received it on Saturday, May 29th. Just last week, 3 or 4 days after receiving my machine, Alienware dropped prices down to $3655 for the same configuration I have. If I would have waited just 3 days, I could have saved $314. I understand your rules on once a system is shipped out, that you can’t due a price adjustment, but considering the fact I had just bought this machine, and have written numerous reviews praising AW, I would really appreciate reconsideration of this matter. I plan on purchasing more machines from you in the future and have even recommended friends buy from you. I know 2 people I have recommended had just placed orders in the past week. I am also in the Alienware Forums and CONSTANTLY recommend AW. I think I have brought you a lot of business and helping you profit a lot more than the $314 I am asking for to be returned. I have already purchased the AW Messenger Case and plan on purchasing more. After talking to your customer service reps, it left a bad taste in my mouth, not saying that they didn’t do their jobs, but not looking at things from a business prospective. I have owned a Dell before and they had a 30 day price match on all their machines. Plus they didn’t have the 15% restocking fee. I would really like to keep my AW machine and be happy but, at this point, this price match fiasco is leaving me a bit uneasy. Please make the right decision, the $314 is going to be eventually going back in your pockets when I buy more stuff from you. My order number is 111002. If you have any questions, or would like to discuss this further, please call me at 949-412-0757.
Sincerely,
Vassil Krapf
READ FROM BOTTOM TO TOP:
Subject
Feedback
Discussion Thread
Response (John Scoble) 06/08/2004 05:41 PM
Dear Mr. Krapf,
Thank you for contacting Alienware.
First, let me apologize for this inconvenience. It is unfortunate to hear that you have been somewhat dissatisfied with the service you have received.
We will be glad to help you out with this issue, as long as it fits into our policies. Like I said, we are not able to give you a refund or a price drop. I am working on the issue with the messenger case, and the 10% discount offer will keep standing for as long as you remain an Alienware customer. Unfortunately, this is the best we can do. If you wish to address this issue to someone else, please call our Customer Service Department.
Customer Service Hours:
Mon - Fri: 10:00 am - 7:00 pm EST
Phone: 866-287-6727 (option #3)
Kind regards,
Susana Raventos
Alienware Corporation
If you would like to make any comments about the service you have received from Alienware, please send them to feedback@alienware.com
We welcome all of your input as feedback that can help us improve the quality of our support.
> So if the prices listed already include a 10% discount, and since I already purchased my laptop, I get a 10% discount off whats listed, then your not really doing anything special for me. Your just making it sound that way thinking I have a screw loose... WOW... i thought this company was a GOOD company. Well, at least I still have time to change my review with resellersratings.com. Thanks to your e-mail I will be sure my friends that ordered their machines last week are well aware of your sustoms before the machines are completed and I will be reconsidering future purchases from AW. I might have to start purchasing from Dell again. At least I know Dell treats their customers in that 5 star service and doesn't try to pull the blanket over their eyes... You've been a big help (*** sarcasm intended ***). I would really like you to forward this message to someone higher than yourself so they know how AW customers are treated after spending over $4000. In fact, I will forward it myself.
Sincerely,
Vassil
>
Response (John Scoble) 06/08/2004 04:45 PM
Dear Mr. Krapf,
Our prices already include a discount from the amount they are sold for by the original manufacturer. From this price, you will get a 10% discount. This in no way means that you will get 20% off in your next purchase. The total price would be the amount listed minus 10%, plus shipping.
I have contacted our Accounting Department regarding the issue with the messenger case. Usually discounts are given at the time of placing the order. I will double check if you were given a discount for this item, and if not, if there is anything we can do about that. Please be aware that I cannot guarantee anything at this point. I am waiting for their response.
If you need any further assistance, please do not hesitate to contact us. We will be more than glad to help.
Kind regards,
Susana Raventos
Alienware Corporation
If you would like to make any comments about the service you have received from Alienware, please send them to feedback@alienware.com
We welcome all of your input as feedback that can help us improve the quality of our support.
Customer (Vassil Krapf) 06/08/2004 02:58 PM
> How is the 10% already included in the prices? Before I even bought my system, the prices wre the same, even after I logged in. So your telling me, that from now on, I will get 20% off for future purcahses? In that case, I just purchased an AW Messenger Case, I jsut got it today, can you credit my account the 10% difference?
Thanks,
Vassil
>
Response (John Scoble) 06/08/2004 02:03 PM
Dear Mr. Kapf,
Thank you again for contacting Alienware.
We will not be able to give you a 10% refund off the price of the system you purchased. I apologize for any inconveniences this issue may cause you, but we do have strict policies about this and we cannot offer price drops or refunds once the system has shipped. Please keep in mind that technology is continually changing, especially the gaming market, so it is normal that there be price differences almost every week. We certainly are unable to do a price drop once a system has shipped, that is just how the business world works. If not, we would be doing price drops every day for every customer.
Like I said before, we will be more than glad to offer you a 10% discount on any future purchases. The prices listed already include an Alienware discount, but in addition to that, we will give you another 10% discount off the price listed. This is the best we can do.
If you need any further assistance, please do not hesitate to contact us. We will be more than glad to help.
Kind regards,
Susana Raventos
Alienware Corporation
If you would like to make any comments about the service you have received from Alienware, please send them to feedback@alienware.com
We welcome all of your input as feedback that can help us improve the quality of our support.
Customer (Vassil Krapf) 06/08/2004 01:13 PM
I get 10% off any future purchases as it is i thought? How about getting me a 10% refund off the price of the computer I purchased? That would be something worth while and a good compromise that would make both parties happy. Please let me know.
Sincerely,
Vassil
==================== text File Attachment ====================
reply, 9153 bytes, added to incident
Response (John Scoble) 06/08/2004 11:28 AM
Dear Mr. Kapf,
Thank you for contacting Alienware.
Unfortunately, we will not be able to give you the requested price drop. As you were told before, we have very strict policies concerning these type of issues once a system has shipped. I sincerely apologize for this inconvenience.
At this point, what I can offer you is a 10% discount on any future purchases you decide to make with Alienware. This discount applies to absolutely anything you wish to purchase in the future from us.
Regarding cancellations, we have a 30-day money back guarantee trial period. If a customer decides to cancel the order during this time, there is a 15% restocking fee that will apply, and the custoemr will have to pay for the shipping and handling back to Alienware. However, if the purchase was done using an Alienware Credit Card, the 15% restocking fee will not apply.
If you need any further assistance, please do not hesitate to contact us. We will be more than glad to help.
Kind regards,
Susana Raventos
Alienware Corporation
If you would like to make any comments about the service you have received from Alienware, please send them to feedback@alienware.com
We welcome all of your input as feedback that can help us improve the quality of our support.
ATTN: Customer Service Manager
I recently purchased an Alienware AREA 51M for $3969. I received it on Saturday, May 29th. Just last week, 3 or 4 days after receiving my machine, Alienware dropped prices down to $3655 for the same configuration I have. If I would have waited just 3 days, I could have saved $314. I understand your rules on once a system is shipped out, that you can’t due a price adjustment, but considering the fact I had just bought this machine, and have written numerous reviews praising AW, I would really appreciate reconsideration of this matter. I plan on purchasing more machines from you in the future and have even recommended friends buy from you. I know 2 people I have recommended had just placed orders in the past week. I am also in the Alienware Forums and CONSTANTLY recommend AW. I think I have brought you a lot of business and helping you profit a lot more than the $314 I am asking for to be returned. I have already purchased the AW Messenger Case and plan on purchasing more. After talking to your customer service reps, it left a bad taste in my mouth, not saying that they didn’t do their jobs, but not looking at things from a business prospective. I have owned a Dell before and they had a 30 day price match on all their machines. Plus they didn’t have the 15% restocking fee. I would really like to keep my AW machine and be happy but, at this point, this price match fiasco is leaving me a bit uneasy. Please make the right decision, the $314 is going to be eventually going back in your pockets when I buy more stuff from you. My order number is 111002. If you have any questions, or would like to discuss this further, please call me at 949-412-0757.
Sincerely,
Vassil Krapf
