"Official" Alienware 13/15/17 order status thread

Trust me, I'm on the same boat.. that is the reason why I have avoided using the machine. In fact I will request a full refund for the machine and send it back.. They had promised me to deliver a 240W PSU after the computer's arrival, they would ship overnight and at most will have to wait 1 or 2 days.

I have been calling back to request a 240W PSU, they are refusing to send me one. I got the excuse that they need to find the part number, since the one they have as been on back-order for a while. One Representative told me that there was nothing wrong with my 180W PSU, I just needed to flash my BIOS. I tried to explain how it affected my particular model (AW15 GTX980M) and he straight out told me "I'm not gonna discuss that with you."

Now they want me two wait 1 to 2 weeks more to send the PSU.. I just had enough.. I don't have the need to stress or anger over a Laptop. I really fell out of love with the AW15

 

guys please help me with this i want twitter or email anyone who work in DELL like manger or boss or someone who is important in the company> Thank you to everyone who is trying to help .

 

You should send this to news online and your local broadcast network to make it viral.. Try Polygon, Kotaku, Ign, NBC, CBS and etc.. Also seek to take legal actions.. Honestly at this point you deserve nothing less than the system free of Charge.

 

I would in his case expect at LEAST a heavily discounted machine considering he paid full price. At LEAST 25% minimum.

 

Umm.... why? Customer support screw ups happen all the time (of course, this is just really, really rare and bad support), but this isn't news breaking.
It would be news breaking if, say, Dell shipped him a rock or something. But they didn't. Dell shipped him 3 tablets (2 tablets? 4? I lost count, but I think it's 3). This is nothing to go viral over.

 

I've been trying to help out as much as I can myself. Again, it's really hard to get the things done sometimes when it's not your specific department but I'm working with the people in charge of your case to get what you paid for. I sent them an email just a minute ago asking for their thoughts and immediate resolution of this matter.

I know that it's disappointing because we tried to stop it before it even happened but we were unable to do it.

Hopefully we will be able to straighten things soon.

To escalate the issue further within the customer service department, the best way to do it is by calling in and asking for a supervisor upfront. Or try contacting Sales Resolution (cancellation). Simply say that you want to cancel your order (to the machine) and provide it with the original order number. A sales resolution specialist will get on the line with you and help you solve it.

 

I'm in the phone with them right NOW. This is unacceptable ...........

 

My laptop finally arrived today, a little earlier than it was supposed to (still a good wait if i can say).
I was not able to trace the package, but hey its here, all of it, the Vindicator bag too, package in good conditions. As for me i'm pretty happy on how i was treated until now, from the ordering to receiving it.

 

I'm contacting Susan Thomas Dell | Advanced Resolution Group. I will see what she can do

 

Don't let the title of "Advanced Resolution Group" fool you, they still pretty much can't do anything. They just try to lie their way around to get you to go away, their game is also "pass the buck"!

 

The free tablets are the equivalent of Rocks.. this would definitely make the local news with ease. I don't know if Kotaku would other gaming sites would pick the news. If you think 3 tablets for over $7000 (hold on his account if I'm not mixing users) wont make the news, you obviously don't know the US.

 

Unless fahaed said he was charged 3 times (it doesn't look like that), then what you say isn't true about the $7000 comment.
If you want to make this news, fine. It's news to you.
But I'm sure other companies have delivered similar customer support to their consumers, so it isn't news breaking.

 

I think you're confusing him with another user for sure.

Other companies have done similar and it made news. But so far it doesn't seem like the company is getting anywhere with his order, so I would try whateve avenue I could.

 

I would too, but, in my opinion, making news is one of those last resorts that just makes more drama than necessary. It's not as beneficial as one would like it to be.

 

Any attention to the issue isn't bad IMO. I've been ignored by everyone at the company, who just pass me around person to person. So soon I'm going to end up going to some tech websites with my experience and other places too. There is not a single excuse for what I've went through at all.

 

At the risk of sounding like an apologist for AW (which I am definitely not), you could wait for the one from them, and in the meantime just buy one online from Ebay or something, you could have one in hand tomorrow for very little and then you have one and a backup when the one comes in.

I think the whole mismatch of the PSU and 980m is ridiculous - it should have been caught in testing. That being said, you have three options - return it now, get your own 240 Watt psu, or wait. Anything beyond that is wasted energy unless you are on a vengeance trip. In their defense, if they were being honest and it is back-ordered, there is little they can do.

I would not be surprised if behind the scenes someone is looking into the issue and they don't want a bunch of people getting "free" or even bought unwarranted PSU's so they are possibly internally resisting fulfilling requests for them, not to mention what pulling from their limited stock of 240-Watt PSU's might do to fulfilling other orders. Remember, Dell buys parts in lots then assembles systems.

The problem right now is until they publicly acknowledge the issue which they haven't, then you don't have any real way to deal with a rep unless he or she is in a good mood to get a price break. They just aren't going to cough up a 25% break on a need for a PSU they have been told is necessary even if it is true, so you are better off asking for something more reasonable like 5 to 8%.

 

well hi again i just got back from school nothing new until now i'm very tired from them and their lies

 

i just got this email



can someone please explain to me what this mean The estimated delivery date is on the 6th March ’15 ??

 

Since they are doubling the RAM, extra work is involved, so it'll push back the estimated delivery/shipping day, this day being March 6th, 2015 ('15 is a shorthand way of saying 2015 or whatever year is being talked about).
You essentially got a $250 coupon, or more than 10% than the laptop's cost. Add in the 2 extra tablets, even if you hate them, and the 240w PSU, and you made off with >$500 I would assume, or > ~25% of your order.

 

they did ask me to sand the two tablet back BUT i said no i'm not going to send anything back until i got my laptop she said ok when you get the latop we will sand you the lapel for the two tablet. and for your comment (Since they are doubling the RAM, extra work is involved,) really extra work that won't take 1 min and thanks for explaining 6th March ’15

 

You say one minute, but trying to take of the maintenance panel and putting it back without damaging it takes a lot longer (and harder) than upgrades to previous laptops.
Either that, or they already made the laptop and are trying to get it and box it up, which shouldn't take any extra time.
Sad that you have to return the tablets, but most likely, you'll get your laptop.

 

Ordered on the 18th still patiently waiting for In Production to change.

 

You do NOT have to return the tablets, you are LEGALLY allowed to keep them:

http://lifehacker.com/5969021/what-should-i-do-when-a-company-makes-a-mistake-in-my-favor


DO NOT send them back.

 

i will see what can i do about that but for sure i wont send them back until i receive my money or my laptop after that maybe i will send them back maybe not ..

 

The law says you do NOT have to send them it back. In fact, if they harass you to give them back or charge you for them, that is illegal.

 

hi guys can someone tell me what is this mean Airborne Documentation, System Exchanges,Factory Install ???

its only in my new order they did today !!!

 

Transferring things (maybe ownership) from old laptop to new laptop?

 

Just received my notification via text message that the laptop has been shipped. Haven't been charged yet either. I'm sure it will be im just excited that it's finally on its way.

 

Actually they shipped it on the 24th and the website hadn't updated until today already missed 2 delivery attempts because I'm not at that location. Luckily I called FedEx in time and they will be holding it for pickup

 

You know I asked them 5 times to text me when my laptop was shipped, I never ended up getting a text.

 

I just used the little notify me thing on their website, sucks that they notified me do late though I would have hated to had that RTS

 

I'm still suffering for waiting my AW17 shipped the 20th, UPS tracking seems dead at this state "Agent collctn; in transt to UPS facility" since the 24th. I don't think is possible that it's still sitting in China.

 

Today update Mr. Michael Dell

 

That's as good of a sign as anything.
They really want you to provide the service you need.

 

Wow.. Just wow...

 

Keep me updated on your case and I'll update the post on AlienwareNightmare for you.

 

ok i will > i'm really glad and happy he did answer me lol

 

On my way to go pick it up

 

I am glad he is getting his hands dirty. Sometimes a business does fail to do its part perfectly, but its good to think that the top guy is being on top of it... I hope he takes really good care of you because in the end, it is a fantastic machine and you deserve it to be given to you at this point.

 

Now that you talked to him, hopefully the person solves your issue. Hopefully I don't have to escalate to him to get my issue solved because that would be ridiculous at this point.

 

Have the computer now pretty tired and I don't have the graphics amp yet who ever thought I would get the computer before the amp man ups sucks

 

Better the amp before the computer You'd be far more anxious to get the laptop

 

Haha yah, just unpacked it everything looks good. I'm surprised by how metallic the lid feels it actually really feels like metal not plastic. Also first taking it out of the box I was shocked by how light and thin it was but I was mentally comparing it to my 18. The only defect I have noticed thus far is light bleed on the top of the screen it seems like the top of the bezel is pressing too tightly against that area, I popped it away with a credit card to confirm that it is not the screen, nothing too bad though.

 

Yea it does feel legitimately metallic. It looks cool, I like the design of it. But the black palm rest material rubs away and gathers oils too easily. I was super disappointed with that.

 

I ordered an Alienware 15 2015 210-ADQS model with the 4k display... I heard from the FB page that most people are getting fullfilled in 10 days, but who knows for sure...
Date Ordered: 2/23/2015
Item: Alienware 15
Estimated Delivery Date: 3/17/2015

Updated 3/3/2015: Status Shipped, No tracking info yet

 

Updated 3/3/2015

Order summary
Item: Alienware 17
Status: In Production

i'm still waiting nothing new until now !!!

 

I'm so sorry man. Nothing can fix this for you it seems.

 

Tracking info received.. FedEx Home Delivery ETA 3/6/2015

 

4K screen, you are going to love that with photography. I posted a thread on here in regards to Adobe CS (assuming you use it) that will help you resolve the issue with DPI scaling. When i loaded up Photoshop the first time on mine, it was like standing on the top of the Empire State Building and trying to identify the people on the street. Crazy small UI.

 

Dell Site :
Order summary
Item: Alienware 15
Status: Shipped
Estimated Delivery Date: Order Shipped

Purolator Site :
Package 1 In Transit 03/03/2015 PUROLATOR
Service Purolator Ground
Est. Shipment : Weight 12 lb.
Shipment Date : Mar 3, 2015
Original Delivery : Mar 4, 2015
From
Etobicoke, ON, CA
To
Markham, ON, CA
History

Date Local Time City Description
Mar 3, 2015 10:42 p.m. U.S.A. Ground Linehaul Departed sort facility
Mar 3, 2015 10:41 p.m. Purolator Shipping label created with reference(s): 499282895, 783266121

My order been stuck there for 3days on Purolator Site but dell site says it has been shipped. Can't wait for it