NotebookForums.com › Forums › Notebook Manufacturers › Alienware Notebook Forums › Alienware Phases › Alienware shoots itself in the foot....
New Posts  All Forums:Forum Nav:

Alienware shoots itself in the foot....

post #1 of 17
2/13/05 at 2:30pm
Thread Starter 
Why do they do this?

I ordered a Sentia last week. Estimated ship date of 14 Feb....still in phase 3 and has been since the day after I ordered it. I need the box for a business trip early in March, so I emailed them just to see if there was some major hold up...no big deal. I get a response saying "expect a response within 24 hours" of course, no response.

So why does Alienware set itself up for failure? I mean, they are missing THE BENCHMARKS THAT THEY SET THEMSELVES! How ridiculous is that?

Unfortunately when a company does that, it really makes you wonder how well thought out their product is too. So now I am getting nervous.

The good news part of the equation is, when I purchased the machine, my credit card company screwed up and kept putting "security holds" on the purchase, and someone from Alienware finance sat on hold with me with the bank until they straightened it out....pretty good customer service in my book. Of course, it was all about getting my money so maybe it doesn't count....! I am a glass half-empty kinda guy....
Reply
Reply
post #2 of 17
2/13/05 at 4:06pm
Well, the phases are a bit wierd. I got an e-mail that my phase was now upped till 3. I of course checked it immediately and the site said that my phase was 9!
Which was a day later confirmed by e-mail.

If you really want to know what phase your in you'll have to call them.

Have fun when you get your system!!!
Reply
Reply
post #3 of 17
2/13/05 at 4:24pm
Quote:
Originally Posted by Abke
If you really want to know what phase your in you'll have to call them.
I don't really believe them either. I called once and got the ol, "It will ship in 7-10 days" line. Of course, that was 11 days ago, and I'm still in Phase 9.
Reply
Reply
post #4 of 17
2/13/05 at 4:32pm
all ALX Aurora SLI rigs are going into production(phase 9) tomorrow if you are on phase 8 !!!
Reply
Reply
post #5 of 17
2/13/05 at 4:38pm
Thread Starter 

So why don't they fix it?

Seems like the biggest complaint is the phase thing. Shoot, tag 5 extra days onto the estimated date and then you have customers whose expectations are SURPASSED, rather than dissapointed.

Alienware reps lurking here? I would suggest a chat with your Process Improvement folks.....the ultimate cheap fix to a customer service problem.

It may be a problem for me, as I was counting on my notebook for a work trip, and if I don't have it, I am going to be right pissed.

Don't promise what you can't deliver.....simple business sense it seems to me.
Reply
Reply
post #6 of 17
2/13/05 at 4:48pm
your aboslutly right Peter, i order my ALX Aurora SLI Rig December 27 and i had an estimated ship date of the end of January and my computer is now in phase 8 and should be going to phase 9(prduction) tomorrow, but its an estimated ship date not an accurate ship date. But u see how long it took for me

but the key word is "patient". when it comes youll be HAPPY !!!!
Reply
Reply
post #7 of 17
2/13/05 at 4:49pm
But i will have my computer sometime in FEB.
Reply
Reply
post #8 of 17
2/13/05 at 5:06pm
I got my 7700 about 5 days before the estimated ship date even hit and thats GREAT considering I changed my order 4 times in the process.
Reply
Reply
post #9 of 17
2/13/05 at 7:50pm
ESTIMATED delivery dates...you guys are answering your own questions.
Reply
Reply
post #10 of 17
2/13/05 at 8:06pm
Thread Starter 
If an estimate is not even close to reality...why bother? Or if an estimate is wrong more often than right, why bother?

Honestly, it probably pisses more people off than gets sales.

Shoot, use it as a marketing tool...."we only ship it when it is good and ready"...but then you best not be shipping machines that are missing screws, need bios updates, etc too.

I don't know, I am no business guru...but I buy a lot of stuff.

Here's hoping it is worth the time and I get a boss machine!
Reply
Reply
post #11 of 17
2/13/05 at 8:46pm
If they didn't provide with an estimated ship date we would all ask repeatdly when we would "expect" to get our machienes anyways! Either way, with or without the estimated ship dates we will bitch... I've been on phase 4 now for 3 days and trying hard to be patient... I know it will come and being a grumpy goose won't make it come any faster. Us phase people need to pick up another hobby while our CPUs get built. I for one am an avid flames of war table top war gamer...
-Newman
Reply
Reply
post #12 of 17
2/13/05 at 8:51pm
Pete,
It will rock...don't fret

And newman is right...they're damned if they do and damned if they don't. Let's just be happy they are cool enough to give us a relative ETA.

Reply
Reply
post #13 of 17
2/14/05 at 12:46am
Thread Starter 
I hope that the personalization and hand-built nature of the machines live up to the billing.

All in all, I stand by my suggestion that they just tack on five days to their "estimate" and decrease their grief level. As for myself, I hope it makes it in time for my business trip. I gave myself a couple of weeks of lee-way just in case, but I might well have gotten a different machine had I thought that I might have to do without over the next couple of weeks.

Looking forward to seeing the box though!
Reply
Reply
post #14 of 17
2/14/05 at 5:19pm
peteraw:

I am sorry you have not gotten a reply back yet.

PM me your account info and I can tell you if there is anything holding back your order at this time.
Reply
Reply
post #15 of 17
2/15/05 at 12:23am
Thread Starter 
Received a nice reply today, as expected. I am phase 9....

No problem on my end, looks like I will get it in time for my trip, thanks for the response Juan.

Make me a good one!

Peter
Reply
Reply
post #16 of 17
2/15/05 at 12:28am
yur lucky im still in phase 8 waiting to go to phase 9 sometime this week !!!!
Reply
Reply
post #17 of 17
2/15/05 at 12:29am
ALX Aurora SLI computers kick A$$ !!!!!!!!
Reply
Reply
New Posts  All Forums:Forum Nav:
  Return Home
  Back to Forum: Alienware Phases
NotebookForums.com › Forums › Notebook Manufacturers › Alienware Notebook Forums › Alienware Phases › Alienware shoots itself in the foot....