Alienware assembly delays

Like a number of people, I've had many delays in the assembly of my m15x. I don't want to start another thread of bashing AW, but rather to share some information. Alienware has given me a number of explanations over the past couple of weeks. Here's what they've been telling me. If you've been getting the same stores then hopefully they're true...if different excuses then they are just making up stories.

2/19/08 Ordered the m15x notebook. It had an expected ship date of 3/6/08. My credit card charged and I entered phase 4 on 2/20/08 where I've stayed.

3/7/08: Called and told the system was waiting on the chassis. It would begin production on 3/10. I'm a bit anxious at this point since I've got a tight deadline at work and a business trip I'm leaving on.

3/10 - 3/12 Called each day to ask why the unit wasn’t in production. I was told ALL parts were in and that the unit would start production that day or the next day at the latest. Each time assured that it was really true this time since they verified all parts were in for it.

3/13: Called to ask why the unit wasn’t in production. Tried to cancel the order, and I get transferred to the cancelation agent (Gladys). I am told that Alienware is suddenly out of the X9000 processor. She tells me she'll see if there's anyway it can be put together sooner, and that I should call her back the next day.

3/14: Speak to the cancelation agent (Gladys). She guaranteed me that the X9000 will be in on 3/17/08 and that the computer will be assembled then. The cancelation agent states she will personally assure that it will be put together on 3/17.

3/17 Still in phase 4. Call to ask why it's not in production. Told that I have to speak with the cancelation agent who will call or e-mail me that day. Never hear from her.

3/18 Call again. Finally get a call back from the cancelation agent. She tells me no m15x's are being assembled for the next 1 to 2 weeks (a bit hard to believe) as Alienware tests out the 8800 cards. I'm told to expect the system in late March or early April, but she won't make any promises. (Can't believe I'm still waiting on the thing, but haven't canceled the order yet.)

 

I believe this is happening because of the problems that are being reported with heating, cracking, etc.

 

From the post of Mavericke_m15x (in the forum) he ordered basically the same day as you but with a different processor (and screen). My guess is they did not have the processor and then the overheating bomb struck.

 

yeah, I ordered 2/25....all I can say is, at least our chances of getting a problem free computer will be good. But the wait does suck and AW IS HORRIBLE AT COMMUTICATING ANYTHING

 

I didn't cancel since they mentioned that the delay now is something to do with the graphics card. They refused to tell me what, but obviously it's the downclocking issue. If the story I got about a complete stop on m15x assembly is true, then I'm a bit nervous that it's more than a BIOS fix needed to solve the problem.

 

Same order date, same BS about the asembly lines, and same coming from my CA, except today she told me she would try to get something done tomorrow by mailing the manufacture lines, where I believe Alienware-Frank is supervisor. My CA is well aware that the gpu overheating is the reason behind the delays. I tried telling her I can install the bios update myself if it would speed things up.

Only thing is, my comp is in phase 6.. and has been since the 12th

 

Ya, but I did get the same run-around as you... lots of the same stuff "its being built" and it "will be" built on such and such day...

I'm sure the processor difference is why yours is delayed like ioaniro said...

I don't think the problem is the backordered parts or the issues the 8800 is having with cracking/heating... yes, they are the SOURCE of the problem I'm sure... but to put it quite simply, I think Alienware needs to be a bit more direct and upfront with the issues at hand. Don't give me an estimated ship date if you don't even have the parts in... and don't make promises you cant keep.

All of the reps I spoke with were really nice and helpful... until a few days later when I found out I was just being told a line. My sales rep was great and so was her boss. I think that Alienware builds a fine PC, but I think they over exert themselves and count their chickens before they hatch.... thats any company I suppose. Just suck that guys like you and I gotta kind of bite the bullet...

I'm sure than when we get our machines though, they will run fine. I get mine tomorrow, and I'm no amature... I'll let you know how it goes.

 

I ordered on my m15x on Feb.6th with an estimated shipping date of Feb 28th. Played the same game from the start. Part "xyz is on backorder", "we will get a new shippment on date xyz", "we will start building your unit yesterday/today/tomorrow/asp". In the end I had to face a shipping of my unit around the END of April, almost a quarter of a year AFTER I payed them. I canceled my m15x. I am very disappointed with AW. And sad, because I think the m15x is the best you can get in that notebook-segment.

I ordered in Europe...

Paendrag

 

It's definitely the downclocking issue that is holding up shipping; see Alienware-Frank's post here:

http://forum.notebookreview.com/showthread.php?p=3126213#post3126213

 

I am glad that AW is finally working on the downclocking issue, but its too late for me.
If AW should prove to be reliable in the near future I will consider ordering one again, but for the time beeing they won`t get my money.
Apart from that I have the prob that I am living in Japan and only can order from Europe. Thus I have to pay taxes twice: once in Europe and once in Japan. crazy.
I will continue to visit this great forum to stay uptodate.

Paendrag

 

Legally and usually easily you can recover the european taxes when you get your stuff. I think you just need to prove that you payed the tax in Japan. Illegally you could recover both but... its illegal so can't tell you about it .

 

I ordered from UK from Australia. When I put my order through, it automatically got converted to Euro and tax was reduced to nil. I'm not sure why you have to pay tax twice...

 

If I remember well he said AW doesn't ship to Japan so maybe he has to get it in europe (maybe a friend) and then have it shipped to Japan (which goes through customs).

 

Well, Japan is listed on the AW-UK website if u click rest of world

 

I wouldn't be surprised with the theory of overheating at all. I've had two of Alienware's high end notebooks and both of them constantly suffered overheating issues. So often that I was returning the system every 2 to 3 months until I finally demanded a replacement desktop.

As for the desktop its currently in phase 6, so desktops seem to be decent on the deliver estimate part. Leaving me to believe there really is an big issue right now on their notebooks.

Side bar recommendation, if you do eventually get the notebook, buy yourself a 30 dollar axillary underlay fan system, so you don't suffer this issue.

 

good advice 75261, I must say that while I dont seem to suffer any performance drops on the clevo, you can feel the difference out the back when using a cooler


plus, you're in Orlando my favourite place

 

wow.. haven't been back here in a while.. i see AW is still sorting things out.. thank go i didn't wait.. i built my own pc. faster and less hassle.. good luck to all of you.

@bofh1971 - cool. all we need is stan, steve, hailey & francene(?) and we're a complete dysfunctional family! lol

 

My AW m15x hit Assembly today (Phase 5)... is that where everyone else is? or am i ahead somehow?

if the heat issues are factual, it'll likely only be the 8800M GTX that are delayed... not the full line. since I got the 8700M GT, I may be exempt from these delays... it's a theory.

 

I ordered in Germany, because I diddn`t want my M15X shipped around the world. I have sent twice a computer from Germany-->Japan (premium delivery btw). Twice it was severly damaged, when it arrived. I diddn`t want to risk a 2500 Euro NB. I tried to ensure the shortest shippment possible. Since I was visiting Germany last week I had planned to pick it up there and take it personally back to Japan.

Maybe I will order again when AW has sorted out the issues with the M15X.

Paendrag

 

What they told me earlier is that the delay only involves m15x with the 8800 cards.

 

I am pretty sure I am going to cancel my order next week. I originally ordered 2/25, and had a shipping date of 3/25. I called today and the woman said that I was only on phase two...yet I called 3 days ago and some guy said I was in phase three. I called awhile ago and they said that the smartbay battery would delay me until 4/7...so I got rid of that part so that it would speed up my order.

TOday the lady says that the processor is on backorder and that my order will be delayed. I am getting totally fed up with all of this run around crap. SHe told me to call in the middle of next week, and if my computer hasnt started production by wednesday, I am going to cancel the order and go with something else. Sorry for the rant but this is pushing me to the edge. Im sick of alienwares inconsistancys and excuses...seems like everytime I call there is a "new" problem that has to be solved

 

With the BIOS patch out, hopefully they'll start building m15x's with 8800's again. Of course if what they told AWaboutTIME is true then they're out of the X9000 again :-(

 

I would like to say there are no words that I could possibly use right now to describe how mad I am with the service I am getting from this lame un-organized company...!!! I ordered 2/14 and for the record I am not using the 15x to write this....

First out of screens, 2nd out of cases, 3rd batteries, now x9000 wtf. And on top of it all we almost had to all buy plane tickets to fl. to riot the faculties just to get some one to understand there was a problem with the 8800 gtx. Im sorry but this company has issues with life!

I was told yesterday that the x9000 wont be in untill next week and it most likely would ship the 31st. So I guess another 2 to 3 weeks untill my "superior/unique wish I could find something like it somewhere else notebook" arives! Im sorry this company is trash and needs to get it's s*** together.
-J.B.
PS: This is a very conservitive version of my thoughts!

I forgot to mention that my esd "was" March 5th. Does anyone think that it is now appropriate to ask for compensation, and I don't mean just upgraded shipping cause that’s a joke! If I waited a month longer than they told me, one or two days earlier is not a compensation in my book, neither is a ugly backpack with a steal me sign on it.
-J.B.

Yeah and their next problem that needs to be solved is figuring out which "canceling agent" to choose out of there "elite crew" to call you and make you say "I love you again Alienware". This is one abusive relationship if you even want to call it a "relationship".

 

They told you your unit would be in production on the 10th. Alienware didn't even know there was an issue until about the 14th, so I think the fact your system didn't ship out is kinda lame and they're definitely just giving you an excuse for the march 10th delay. I do believe your system is being delayed right NOW because they are trying to fix the issue.... but it still doesn't explain the 4 day period of your system not being in assembly.

you would think that dell and alienware would receive their parts from the same companies... (processors / video cards)... so the fact it took dell a week to get my system to me and why alienware has taken beyond a month to get you yours kind of doesn't make sense and would make me want to believe it's just a run around.

 

Does anyone know of any fourms where I can really state how I feel about aw??
-J.B.
-Sorry Chaz..

 

JB, I have to laugh a little at how mad you're getting.

simple fact is, there's very few companies that will actually do this level of customization in a laptop (in my experience), and fewer that will keep you half as informed of it's progress as your order is processed.

add that to the fact that these computers pack the latest in technology (and the inherent problems therein) and i'm surprised that they're keeping up as much as they are...

honestly, i'd NEVER want to work for the PR dept for Alienware!! talk about a NIGHTMARE!

 

Well Said JB. I thought I had it bad, but you got it worse. Although, when its all said and done, I will probably have to wait 6-7 weeks as well. Or maybe not, If i dont hear any good news by wednesday, im just going to get a 17 inch sager or a mac book pro.

 

You're in the same boat with me, although you ordered 3 days earlier than me.

What troubles me is, in order to receive meaningful compensation for these continued delays, you actually have to threaten to cancel your order. Those loyal to AW who haven't threatened to cancel their orders receive squat.

IMO, AW is not being proactive in appeasing customers who have waited an excessive amount of time for their multi-thousand dollar laptop to be built. I can tolerate a parts shortage or two, but three or more and a major design issue is enough to warrant compensation.

AW: proactively compensate your customers with meaningful compensation, and you'll see many of our complaints fall by the wayside.

 

Latest update I got today is that my m15x won't be assembled anytime soon. Since I've got deadlines at work that I need a laptop for I've had to cancel the order. Really wanted the m15x especially when I ordered it back on February 19. However, it's going to be at least 4 weeks past the expected ship date and at least 2 months since I paid them before it gets assembled, and I can't wait forever.

 

Sorry to hear that drbiff let us kow what you end up getting

 

What the...? What was their revised estimated ship date at the time you cancelled your order? What was their reasoning for such a long delay?

 

oh well, it looks like i wont get mine until christmas then as i only ordered mine 3 weeks ago.
jim

 

They only told me no chance it would start assembly this week and not a good chance next week. They just said parts shortages and need to test components, and I got tired of trying to press them for details.

I ordered a Clevo M570RU-U (i.e. a Sager NP5793) with X9000 and 8800M GTX since it is similar (but not as portable or nice looking). Wasn't my first choice, but got to have something to finish things at work on that's usable for gaming. Will likely wind up getting a small notebook for business trips like an ThinkPad X300 once the prices on SSD's drops a bit.

 

Ugh. I feel for you. I'm sure you'll have much better luck with your Sager.

 

if this is true, they just got another order that will be set to cancel

 

Mysterio,

I just called Alienware, and they said that mine is set for production this week. We will see if this actually happens. Last week i was told that the processor was delayed, and now they are saying that isnt the case and that my computer should be done by the latest at a week. I basically asked him if it would be in production by Thursday or Friday, and he said "absolutely". HOnestly, I highly doubt it, because this is the 5th different story i have gotten in about 5 phone calls.

DIdnt really threaten him or anything but i got the guys name and extension and told him if this was inaccurate that I am cancling my order because of all the BS he told me, because next time I call up and they tell me something else im going to explode because I am sick and tired of geting a new explanation and false hope.

It would be so nice just to hear them say "3 weeks it will be ready" instead of calling for those 3 weeks and telling me to basically screw off.

 

After contacting AW at their feedback e-mail address, I let them know I was not pleased with the multiple delays and design flaws. They responded by offering me a free backpack. Huh? I have to lobby for meaningful compensation, and all I'm offered is a free backpack? Meanwhile, those who threaten to cancel their orders are offered much more. So, I sent the following reply:

Dear <name deleted>,

I appreciate the offer for a free Alienware Odyssey backpack. If I may, though, I don't understand why AW offers more free items or those of greater value to customers who threaten to cancel their orders, while those who remain loyal to AW by not canceling their orders (like myself) have to lobby for compensation. I know of other customers who have threatened to cancel their orders, yet have received a free 8800M GTX video card upgrade ($500 value), a free Smart Bay battery ($150 value), or a free AW
backpack with two free games (~ $187 value). Do I truly need to threaten to cancel my order to receive like compensation? It's absurd to think I would and very disheartening, because I've held AW in such high regard for many, many years.

In the past, I've convinced friends to purchase AW products over your competitors' products, and would like to continue doing so; my opinion carries a lot of weight with them, since I take care of all their PC needs. Please restore my faith in AW and convince me that I don't have to resort to canceling my order to be likewise compensated.

Regards,
<name deleted>​

To which they replied:

Dear <name deleted>,

Thank you again for contacting Alienware's Feedback Team.

In regard to your request, unfortunately, we are not able to offer further compensation. We do want to keep your business. That is the reason why we are willing to give you the backpack that you asked. However, it is important to mention that we do not have a compensation program established. We made an exception in your case to show you that we appreciate your patience.

If you have any further questions, feel free to contact us again.

Best regards,
<name deleted>​

To be clear, I didn't ask for the backpack. I asked to be compensated in a meaningful manner for the multiple delays and design flaws. I don't think it's an unreasonable request, given the fact that I placed my order on February 17th--5+ weeks ago, and I'm still in Phase 6.

"However, it is important to mention that we do not have a compensation program established."

A more accurate statement would be, "However, it is important to mention that we do not have a compensation program established for those who remain loyal to us. However, if you'd like to threaten to cancel your order, we'll instantly realize that we do not want to lose your business, and we'll offer you whatever we can to ensure you stick with us. Hell, we'll even call you at work and offer you more free stuff, because we really don't want to lose your business. Be thankful you're not one of our loyal customers. They're so lame."

 

think its about time they quickly set one up then,dont you.

 

Yeah, If I dont get a straight answer by the end of the week, I'm done, and there is no smartbay battery or backpack that can make me change my mind. 5 Weeks is more than enough time to build a laptop, after shopping around and seeing a lot of other brands, alienware is really the only one that takes a month to build.

And there is nothing worse that being lied to....especially when you know they are just trying to stall. If They dont tell me "it will be ready next week" by friday, im calling their bluff and I will let them know what I feel about them in an R-Rated version

 

i feel what you guys are saying, and this is one of the aspect for making think if i should order it or not

 

@drbiff

I did exactly the same ^^. And Its also for me only the second choice. Would rather have had the m15x. But I don`t let them bs me anymore...

Paendrag

 

They called me today and told me insted of being shipped on the 31st that it would ship this friday....I ordered feb.14th! The esd "was" march.5th...Haha what a company! I don't believe that it will ship friday though! We are going on almost a month and a half. My credit card was paid off before I even got it, now that is re-dick...But hey, look on the bright side of things at least I will be getting a "free" Alienware Cap!
-J.B.

 

doesnt anyone actually gonna wear that hat? ;D i prefer a alienware T-shirt ;p

but hey congrat you will soon have yours, keep us posted

 

so it sounds like ive got a 6 week wait as i only ordered 3 weeks ago

 

Guess you're from USA? If from Uk, did you choose the 8800m card?

 

delivery update (or not)
firstly my delivery date is still set for 4th April on the AW database so that is 11 days time (i am still on phase 4).
i asked when the production of the m15x would re comence but the CS agent couldnt answer that.
if people are still waiting for deliveries that were ordered in february then i think ive got no chance of seeing my new laptop before mid may.

 

I really do feel for you guys that have been waiting a long time and aren't getting a satisfactory response from AW . . . it reminds me of the experience I had this summer with a company that wouldn't give me any updates as to when a very expensive $2,500 notebook I purchased would be shipped. Not fun at all.

 

it happen to me when i bought my dell.....
i got so nervous is not even funny!

but im sure AW will deal with this problem as soon as they get acts together. I think the problem is there is too many problems throwing aat them at once, so they need some time to deal with them. but props for the fast BIO update

 

i think once they work out the kinks, when ever that is =\, that everyone will start getting thier notbooks (obviously) but say they fix it this week the people that ordered thiers back in Feb will get them first but i dont think the people that ordered them in march will have the same waiting period, if you understand what im saying, my brain is fried right now.

 

So yall are saying that they are not even in production right now! Why in the world would they call me and tell me it is in production and will be shipped friday???? If this is true this will be lie number 5 from the big AW. I don't see how they can have anyones loyalty at this moment. But I know once I finally get it I will be one happy mo-fo!
-J.B.