Quote:
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Originally Posted by possum
Hey guys, just thought i would let you all hear this story. Well, here goes, I ordered my second Alienware, a 7700 to have shipped to my house in early December. All was fine and the order was placed on a credit card. Well it turns out, the interest rate was cheaper on the Alienware card. So, we call to have them switch it to that card (which we already had). Well, it turns out there is paperwork which needs to be done, so we ask them to send it to my house. At this time... late December, they claim to us that the laptop is already built and awaiting this confirmation for scheduled shipping on January 17th. Well, the paperwork was somehow never shipped to my house. so i call again on the 14th, and they say they will resend the paperwork. At this point, im more then a little bit annoyed but decide to give them another chance. Well, i call again today, to make sure and see if it was shipped at all. It wasnt, they were still waiting on the paperwork, so i ask to speak to the supervisor. Well, what this supervisor tells me is that the computer was never built. Hasnt even begun being built as of yet. Today is the 17th.... So now, i am stuck waiting even more time for this computer to ship. They claim 10 working days. I was thinking about having the computer cancelled since nothing was begun as of yet. Well, turns out, they already charged the $500 down payment, and they told me there is no way for me to have that refunded even though they screwed up... so ya.... im incredibly irate now. Well, just thought i'd let you know, im sure this is an isolated incident, my last computer went through with a breeze... guess ill see what will happen.
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Well possum. You're not alone. I had a similar situation and it was never resolved. I ended up canceling a $4400.00 purchase of an Area-51 7700. The way the situation was handled was unbelievable. Really! Please see all my email correspondences below. (Please note that these emails were after an already problematic situation in which Olivia @ Alienware was able to salvage the sale.)
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From: Olivia Nicaise [mailto
livia_nicaise@alienware.com]
Sent: Tuesday, January 04, 2005 6:32 PM
To:
Subject: Alienware Corp. PO# 145606
Dear Mr. ,
Thank you for choosing Alienware.
As per our conversation today, I’m sending you the configuration with the new total.
Below you will found the configuration.
Warranty: 3-Year AlienCare Toll-Free 24/7 Phone Support with Onsite Service Bundled with AlienAutopsy and Respawn
Operating System: Microsoft® Windows® XP Professional with Service Pack 2
Case: Area-51m 7700 Case with 17" WideSXGA+ 1680 x 1050 LCD Display with Built-in Camera - Xeno Grey
Processor: Intel® Pentium® 4 Processor 560 w/ HT Technology 3.6GHz 1MB Cache
Motherboard: Intel® 915P Chipset Supporting PCI-Express
Memory: 2GB Dual Channel DDR2 SO-DIMM at 533MHz - 4 x 512MB
Video Card: Area-51m 7700 NVIDIA GeForce 6800 Go with 256MB of DDR2 memory
Sound Card: Intel® High-Definition Audio (24-bit, 192Khz) with 7.1 surround sound
Hard Drive: Dual Drive Configuration - Non RAID - 200GB (100GB x 2) 5400 RPM ATA100 - Seagate
Optical Drive One: 8X Dual Layer DVD+/-RW / 24X CD-RW Combo w/Software
Optical Drive Two: 8X Dual Layer DVD+/-RW / 24X CD-RW Combo w/Software
Ethernet NIC: Integrated 10/1000Mb Gigabit Ethernet NIC
Wireless Network: Internal Wireless 802.11a/b/g miniPCI Card
Modem: 56K Modem with V.92 Technology
Additional Battery: Area-51m 7700 Primary Lithium-Ion Smart Battery Pack
Additional AC Adapter: Area-51m 7700 180 Watt Auto-switch AC Adapter
Mobile Power: Belkin® AC Anywhere 300W
Free Alienware T-Shirt: Free Alienware® T-Shirt - Black
Desktop Enhancements: Exclusive AlienGUIse Theme Manager
Free Alienware Mousepad: Free Alienware® Mousepad
NEW TOTAL: $ 4306.00
If you need any other assistance, feel free to contact me any time, I will be more than glad to help you.
Best Regards,
Olivia Nicaise
Sales Rep.
Alienware Corp.
1-800-494-3382 x6122
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From: Cipriano
Sent: Tuesday, January 04, 2005 7:09 PM
To: 'olivia_nicaise@alienware.com'
Subject: RE: Alienware Corp. PO# 145606
Hello Olivia,
Please advise if you hear anything from the financial dept. as soon as possible. You can also call me on my cell phone @ . It is very unacceptable what occurred to me in this past week with finance. Right now I have an actual Alienware credit card in hand and cannot use it. Go figure! Even after I spoke to 3 different financial employees and gave/sent them all the information they requested.
Thank you for all your help today. I was going to cancel my whole order, but you actually held your word and prevented me from doing so. I also appreciated the fact that you acknowledged me being an existing Alienware customer. I've spent a lot of money in the past with Alienware and will continue to do so thanks to you. Thanks again for handling my situation very professionally and prompt.
Sincerely,
Cipriano
PS. I do not see the 9 months Same as Cash in the configuration. Is this something that we be on the order automatically?
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From: Cipriano
Sent: Monday, January 10, 2005 3:10 PM
To: 'olivia_nicaise@alienware.com'
Cc: 'sales@alienware.com'
Subject: RE: Alienware Corp. PO# 145606
Hello Olivia,
Please cancel my order 145606. Due to the bad service from the Alienware financial department, I will be buying a notebook from another company other than Alienware. I would also like to cancel my $10,000 credit line with Alienware as well. The level of service I received on this whole transaction has not been good and I am very surprised because the order in the past I had with Alienware, was not this bad.
Thank you for trying to help.
Cipriano
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Olivia,
I received a call from Victor yesterday at 6pm after I sent you my cancellation email. He said he would take care of my issue. Please tell him I am no longer interested in getting this system. I told him that I needed to put my Dell order in by yesterday afternoon and since I did not hear from him, I considered that another bad customer service incident with Alienware and went ahead with my Dell order. I should get my Dell XPS by latest next Monday or Tuesday. 1 week!!!! Unreal when you think that I ordered the 7700 from Alienware on 12/27/04 (Order Received!!!) and I am still in the 1st phase of production without one phone call from Alienware the whole entire time. Unless of course I initiated the call first, then I may have gotten a call back. This is ridiculous customer service for someone spending even $100.00 let alone over $4000.00!!!!!
Again, CANCEL ORDER NUMBER 145606 NOW!!!!!!!!
Thank you,
Cipriano
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From: Cipriano
Sent: Tuesday, January 11, 2005 1:53 PM
To:
olivia_nicaise@alienware.com
Cc:
sales@alienware.com;
pctech@somersetmarine.com
Subject: RE: Alienware Corp. PO# 145606
Dear Olivia,
Since I did not hear from Victor, please cancel my order now. Online the order still says, "- Your Order is Currently in Phase 1 -" This is truly unbelievable!!!! What is going on with your company?!?!?!? Here, I am good customer willing to spend over $4000 and no one can help me. I have now waited another ful day and a half and no resolution and no call back from anyone!
Make this email officially my cancellation of the order# 145606 that I placed, "TWO WEEKS AGO!!!!!!!!!"
Thank you,
Cipriano
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From: Olivia Nicaise [mailto
livia_nicaise@Alienware.com]
Sent: Tuesday, January 11, 2005 4:25 PM
To: cip
Subject: RE: Alienware Corp. PO# 145606
Dear Mr. ,
First of all I want to apologize for all the inconvenience. I forward the cancellation request to Victor. Once I received the confirmation about the cancellation I will send you an email.
I feel very sorry for this issue.
Best regards,
Olivia
From: Cipriano [mailto:]
Sent: Tuesday, January 11, 2005 4:43 PM
To: 'olivia_nicaise@Alienware.com'
Subject: RE: Alienware Corp. PO# 145606
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Ok, thank you Olivia.
Yes, it is a shame that Alienware has lost a good customer. Especially one that has his own IT / computer repair company. And I am also a member of the forums at
http://notebookforums.com/forumdisplay.php?f=84.
I have lost interest in Alienware and it will reflect in my present and future client purchases as well.
Sincerely,
Cipriano
I am still astonished to this day on how this whole order was handled, especially since I spent over. $4000.00 on an Alienware PC desktop last year and everything went well. I "WAS" a good customer! Unreal! I hope everything works out for you possum.
.
Why do you say that? 
