Alienware (Dell) CS experience - unbelievable and not in a good way!

So I placed an order online on the 4th for a new Alienware M11X on Dell's site. I took advantage of the $100 coupon and got a great deal. I received an email right away with an order acknowledgement but no order #, and a note in that email that I should receive an order confirmation within 24 hours. Waited 48 hours, no confirmation came so I called CS. They took the purchase ID and said they found no record of the order, so they transferred me to a sales rep, who was able to place the order with the used coupon. I received an order confirmation and order #. I called Chase to confirm that the first order was not charged, and found that it was not. All seems fine at this point.

That night I receive an order confirmation for the first order and find that the charge for this first order is now pending on my CC. I email the sales rep that placed the 2nd order for me and ask her to cancel one of the orders and she replies that she will. 2 days later both order still show in production, so I called her this morning. She claims she cancelled it, but acknowledges that both orders are still active. She transferrs me to CS who tells me that both orders are in production now and cannot be cancelled. I have to wait for delivery, then reject delivery. Problem with that is I live in an apartment that I'm moving out of before the first order's delivery date (the second order has apparently already shipped, as far as they can tell and has a closer delivery date that is before I'm moving out). I tell a manager in CS that and he tells me to reject delivery (something the clubhouse at the apartment won't do - apparently it's against their policy) or the shipper might not deliver it if they tell them I've moved out, and once the order is returned to them they'll refund me. That's all well and good, except I can't count on the clubhouse taking care of it or the new apartment tenant not accepting it.

So basically, because CS can't cancel an order that hasn't yet left their warehouses and because of some kind of glitch with their system that delayes my order and caused it to be invisible from the 4th to the 7th, I'm stuck with their problem. I'm debating calling Chase back and seeing if they'll issue a chargeback if this doesn't work out.

 

As an alternative you can also escalate the problem with CS since you have already established a case# with the rep you spoke with. See this link and use the customer service link:

https://support.dell.com/support/to...t/dellcare/outstanding_issues?c=us&l=en&s=gen