M17x Order Status Discussion - Part 3

I'm not trying to defend it, however from my limited experience with Dell, HP, Apple, and Asus those companies that outsource their tech support and or customer service tend to not have a very good track record. Apple for instance, has US based customer service. They have consistently been rated top notch and in dealing with them I have found that to be the case. HP and Dell not so much.

My point, which you failed to miss is that once the order is placed YOU CANNOT upgrade your warranty or change it. This isn't applicable to just one individual like yourself but EVERYONE who orders. HP was the same way. Once I ordered my Envy 14, they could not modify the order. If you don't like the policy, think its ridiculous etc, don't purchase Dell or Alienware. Its as simple as that. As a matter of fact, most built-to-order systems from manufacturers unless it is a 3rd party reseller are this way, Apple included.

You can add warranty AFTER you receive the order but it will be more expensive. That is why it is better to RE-ORDER to save money.

 

So in order to change my warranty, I'll need to go through these steps. Cancel my order, wait until the machine is finally delivered to my house, return it, wait for them to receive it and process my refund, reorder the machine, wait another month for delivery, and profit? All of this just to change an option that has NOTHING to do with the building of the machine whatsoever?

I understand what you're saying and I know I'm not some special or unique case, but you have to see how completely ridiculous that is right? I mean, they expect us to pay top dollar for these machines and this is the best they can do customer service wise? That's truly disgusting.

 

I agree. It makes no logical sense. They can't seem to modify anything while the system is 'In Production" but yet, at times such as when people call to cancel an order or when orders are delayed multiple times and the customer calls to question for example, they can magically offer discounts, NBD shipment, warranty upgrades, etc.

 

I'm really not an angry or bitter person, this whole process has just been a disappointment from a company that I expected better from. If there was a suitable alternative, I'd take it, but I've wanted an Alienware for a long time. I just hope it's worth it.

 

Its not just computers, look at other products as well. Most retailers will offer an extended warranty at the time of sale. In some cases unless you take the warranty then and there, you will not have another opportunity.

 

Some ppl are not complaining just because of delays, it's the fact a Dell rep can not give you a simple answer to the questions concerning the delays and they throw these enticing EDD's out without being truthful to us in the beginning. The Sandy Bridge recall folks waited the longest but atleast they knew what was going on and had the option to cancel their order or wait it out.

It took me having to become irate with the supervisor then speak to a manager to get the reason my r3 was being delayed. It shouldn't have to get that far. So if i'm b*tching, i have a reason.

I'm making use of this thread to give feedback to the other customers that have been waiting like i have. (Since the beginning of March)
Most of us are posting delayed issues, EDD delayed dates, Ordered dates, original EDD dates. Which all pertain to the Order Status Discussion.

But the complaining is going to continue from customers if Dell continues to treat ppl this way.

 

In situations where you take immediate delivery of your purchase it's completely understandable that warranty decisions need to be finalized at the time of sale in order to minimize potential abuse. In a situation where the product isn't in your hands for at least a month, there's no reason to deny the customer the ability to upgrade warranty services.

There should be absolutely no downside here to Dell. You let your customers call in before they ever take delivery, give you more money, and everyone is happy. The flipside to this is that you go through all the unnecessary hassles caused by cancellations, reorders, returns, reprocessing, and all the associated headaches. From a business standpoint, it just doesn't make sense.

At this point, if they refuse to allow me to upgrade my warranty, I'm probably not going to cancel and give them more money while I wait another month for my new order to arrive. That's a little too much like paying someone to slap you in the face.

 

They will let you add any extended warranty and it will not cost you any more than at the time of the original purchase.

I do not have limited experience with Dell, I have purchased 7 Dell laptops since 1998 for my personal use and had three Dell laptops purchase for me by various employers in about the same time period.

It stinks that Dell has to resort to these HA tactics to get people off their backs but that is what they are doing, just trying to keep people quite until they get their units.

The folks in India, who are the only people I have spoken to since day one, are clueless and will say anything to pacify any of us to get off the phone.

My experience has been, that I rarely end up with an inferior product. I have been mostly satisfied with each and every Dell I own, I sill have six of them, three of them are running right now!

I will say however that I have never waited as long for any Dell in the past as I have been waiting for this AW M17x-R3 ...

 

Oredred 4/1
EDD 4/27
In Production.........
Alienware M17x R3 Stealth Black
i7 2630QM
1.5GB GDDR5 Nvidia GeForce GTX 460M
4GB RAM
17.3-inch WideFHD 1920x1080 120Hz WLED w/ NVIDIA 3D Vision Bundle
320GB 7,200RPM SATA-II HDD

 

I ordered the same exact configuration as you on the same day, yet my EDD is 5/5, did you get NBD? I'm going to be calling them tomorrow to see if they'll offer NBD.

 

No NBD. Just 7 Day Delivery. The last dell laptop I ordered got here in a day once it shipped. I live in Houston so the shipping from Austin is quick. It is only a 2 1/2 hour drive.

 

I'm currently in Austin so I'm hoping it won't take them until the 5th to deliver, seeing as my ESD is 4/27

 

Ordered 4/5
EDD 4/29
Status: In Production
Alienware M17x R3 Stealth Black
i7 2630QM
2gb HD6970
6GB RAM
17.3-inch WideFHD 1920x1080 60Hz WLED
320GB 7,200RPM SATA-II HDD

 

I have been gone all weekend and unable to get on here so I have about 12 pages to catch up on so sorry if someone else caught it and said something.

Your sig says 1.5 GB. It should be 1.5 TB.

 

post specs in your sig so people can compare what you ordered to what they did and maybe figure out what the hold up really is. thanks.

 

Just ordered
4/10
EDD 5/12

2720qm
6970m
1080p
4g ram( gonna add kingston hyper x 8g)
320hd( gonna add ocz vertex 3 120g and momentus xt 500g)
blu ray
stealth black
3 yr advanced warranty

I talked to a rep and he said adding any parts would void the warranty. Is this true or is it bs because I do plan to keep the stock ram and hd anyways so I can easily put them back in if there is a problem.

 

Please do...I'm curious.

 

You hit the nail on the head with this statment!!!

 

She did cancel it so it's not cancelled. Just call and talk to another rep. 99% of people that have problems and call up the reps are trying to get them to cancel their orders. Just call again and talk to another rep and I'm sure they will cancel it no problem for you!!!

 

usually when they tell you that you have to take delivery and then send it back means that it's already been shipped from china, meaning that they can't call it back. Call back, and see if you can cancel and if not except delivery and order what you want and then return the R3 when they send your new system. Unless of course you are wiating for the M18x in which case you will probably have to send back the R3 after you get it and wait for them to release the M18x.

 

I definitely have to agree on that one!!! LOL

 

HP is much much much worse.

Everyone, just hang in there and do what you have to do in order to wait or accomplish the task at hand. (ie changing the warranty)

 

I think that option is PRICELESS!!! I did not have this option when I ordered through AAFES, and I still don't think you can get it through them. I think I would have paid an extra $500 if I could have picked that option. Heck I might have went with only 2 years FULL coverage as opposed to the 3, just so I could get that option!!!

 

Lol oops thanks for pointing that out,

 

Well so far still in production and its ship date is 2 days from now but im staying Optomistic. I know alot of people are saying some of the parts are on back order. Then again some people have still gotten thier computers already this month. Im staying Hopeful but not getting my hopes up to badly just in case. Waiting Patiently has never been a strong suit of mine but it looks like i have done ok so far. Good luck to me and everyone else that ordered around the time i did. I know a few other guys had the Same EDD as me so lets hope they come through for us.

 

I'm hoping the red ones ship faster.

 

I hope so for you. You still got a good 2 weeks left. I just hope they dont do the "Oh yeah were we supposed t it today sorry forgot its been delayed" thing with me. I like Straight answers. I think that thier customer support would be better if they were just Frank with thier customers

 

Well looked online and called and my order says delivery preparation. But my EDD was moved to 4/19. Mgmt told me they were out of motherboards? I don't know what to believe but hopefully the online and phone system are not an error.

 

Meh, my replacement still isnt here yet. I wonder how many R3s there are in the world?

 

When did you order and what was your original EDD?

How many replacements does that make for you now?

 

Just called by phone and it is still giving me the "In Production/ Build Stage" and is saying will ship the 12th.

 

3/8 was my order date. My original EDD was 3/31 then that changed to 4/6 then 4/19.

 

hopefully it wont stay true to 4/19 for you and come early. Lord knows you've waited long enough.

 

My first replacement. Now that I think about it, I don't even need the replacement anymore, since no problems have arisen since the first time I called dell.

Some questions though: Are we entitled to replacements continuously after the 21st day? Or is this only cuz I'm within the 21-day mark? Also, is a "new 21-day period" given to me for the replacement computer?

 

Well at least you have something to play with until your Replacement arrives. As for the 21 days thing i have no idea. Haven't gotten mine and hope i don't need a replacement so if i do find out i hope its not because of my machine.

 

Odd thing happened with mine, it went into "Production" on Saturday and then "Shipped" on Sunday. Wasnt aware they worked at the weekend!
I'll remain skeptical though until I receive some other confirmation!

 

Well, my order status just changed from "In Production" to "Delivery Preparation"!! This is the first change since the day I ordered the machine, maybe I'll get it on my updated EDD!

I guess they do work on the weekends!

I need to try the "Choppus" method of early tracking via order ID!

Choppus' method works like a charm and the tracking site says that the scheduled delivery date is 4/12, that's tomorrow!

WOOOO-HOOOO!

 

Just checked by phone. Still says "In Production/ Build Stage" and that it will ship the 13th. Glad I don't have to pay for each time I call

 

That's awesome, congrats Azureal!

 

Azureal...you posted 'Choppus' method works like a charm'. Would you repost the method?

All...What is the phone number to check you order.

Thanks,

 

Copy/Paste Mine is set to arrive tomorrow too! Only I will have to wait at least 5 more days to get it here in Qatar
At least it's finally shipping to New York!!

 

Choppus' method is to check with fedex whether you have a tracking number or not yet, if you do then it's on its way.

Go to this link : https://www.fedex.com/AltRefTracking

Enter your order number in the reference box, leave the ship date as is, select the country and enter your zip code.

To check order status: call 1-800 Alienware, option 2, option 1, then enter your order number when asked to

 

Oops, Nvm, Ryan answered it

 

Order Date: 3/19
Estimated Ship Date: 4/11 (Today)
Estimated Delivery Date: 4/12 (Ordered NBD)

Online Status still shows "In Production"
No notice of delay received yet...Will I receive this machine tomorrow???

Specs:
Nebula Red
i7 2720QM
320GB HDD
FHD 1920x1080 60hz screen
6970m
4gb memory

 

ok so im pumped now lol , a lil story for those who need hope. So my date of purchase was march 24th , my edd was 4/19 (tuesday which is fedexs next regular shipping day after Friday) .I called in to dell and after some explaining and complaining i was able to get a new edd of 4/15.My argument in case anyone else needs the right approach was It made no sense for one day (it being a Friday) for my item to be shipped and then id receive it 4 days later just because dell didnt want to pay the fedex Saturday shipping charge.So after a while they upgraded my shipping from 3-5 day to NBD- next day.This works out great for me cuz i feel as if i would have murdered myself sitting around waiting ! If your dates where or are similar to mine , go for it , there is hope ! dell is very slow but i will give them there credit , at least they do seem to try.Just make sure not to waste time with a regular rep , just ask for a supervisor. Good luck !

 

Over the weekend, I got an email pushing my EDD from 4/13 to 5/11. Quite frustrating when I ordered on 3/18.

Just for grins, I went online to configure the same system. I got an EDD of 5/6. Clearly, there is no point in keeping my current order alive. I called customer service to cancel. The rep was polite, but did not even try to convince me not to cancel or give me any compensation.

I'm off to see if one of the Sager dealers can be more responsive.

Ira

 

I'm really hoping that you'll see it on the 15th, but I wouldn't hold my breath if I were you. Numerous people have gotten NBD but still don't see their laptop until their original EDD.

I see this as another reason not to take their EDD too seriously. How can it be that if you ordered the same exact configuration it would ship sooner than your month ago order? Dell's approximation system makes no sense to me. I'd go sager but I received a nice discount on the m17x through AAFES

 

I looked at the Sagers, but they are visually unappealing to me. I know that may seem silly, but one of the reasons I went with Alienware over the other major brands is how it looked. I looked at all of the name brand gaming laptops and they all look meh too.

 

Order date 3/18
Original est arrival date 4/14
New est arrival date 5/12

I called Dell and no one has an explanation. Not super-happy right now.

 

Yikes... What are your specs Mark?