Absolute nightmare, 62 days later and still no refund.

I will try and keep this as short as possible.

- 22/4/12 I ordered an M18x R1 (6990m Crossfire)
- 30/4/12 The entire balance was debited out of my account
- 2/5/12 I received an email stating 'Refund will be processed' (Because they claimed they could not verify who I was, despite me replying to two different reps emails from the verification team and neither of them bothered to email me back)
- 3/5/12 My tracking number on the UPS website stated 'Return to Sender request'

I rang Dell before it was returned to sender, I asked to be put through to Dells verification team, but there was "no direct line" and "someone would call me back", but guess what, no one ever did. I complained and a rep was allocated to deal with the situation, I asked simply if they would re ship my system to me to which they said they could not and I would have to order it again. By this time Dell had stopped offering the M18x R1 with 6990m Crossfire, so I couldn't simply just order it again. However they offered me the M18x R2 for a good price.

-18/5/12 I ordered an M18x R2 (7970 Crossfire, 3 year warranty)

The M18x R2 came, but still no refund for the M18 R1. I have sent several emails, even more phone calls but still no refund. It has been 62 days since I was told my refund would be processed. I have been told on several occasions, I will be refunded in 7-10 days, but still nothing.

It's as if they don't care, I have bills to pay and at 22 that is a significant amount of money for me to be deprived of for over 2 months. Wonder if their going to pay interest on it?

(I have evidence for all of the above; bank statements, every email archived, screenshot of UPS tracking)

 

Try contacting this AW Rep:
Alienware-L_Porras

Edit: found his contact link. He should be able to help get you to the right person.
Laptop Forums and Notebook Computer Discussion

 

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With all that trouble, I'd send it back for a refund. ---J/k, your situation does suck though.

 

hmm my refund situation was very fast.

took them 2 days to get my laptop and then 3 days to process and get me the refund

 

I assume you used a bank or debit card? This is pretty much why I believe almost everything should be purchased on a credit card and paid off each statement if possible. One call to your credit card company and filling out some forms will solve this fast. Not to mention you could get an additional year of warrantee as well as earn points/cash. Check with the earlier rep and keep hammering away to resolve this.