Alienware customer services... help needed!

Hi everyone... have been looking at these forums for about a month, but this is my first post! Great forum btw. Hope I'm able to contribute, if my order does pan out ok!

'Currently very excited as should be getting an M17 soon, but am I being paranoid (nearly got ripped off by Dell salesperson, luckly spotted that some of the spec.s we discussed were altered in the pre-order confirmation)

When I first tried to order the M17 though the website specifying 64-bit vista home premium added over £100 (GPB) to the total, which was presented as a no cost option. So I contacted the sales team. Before I could finalise the order they also put the price of the system up by another £100.

The very helpful sales advisor discussed this with his supervisor and they advised me to place the order at the full price immeadiately, and they would refund the extra £200 back to my credit card.

They also advised me that the full initial price would apear on the order confirmation, with an advisory at the end of the £200 refund.

This was 5 days ago. I have telephoned them everyday since (except today -Saturday, so they're closed) and still don't have the order confirmation email stating this promised £200 GBP reduction. In peoples experience of alienware, should I worry?

Where do I stand if I recieve the laptop, and no discount?

Thanks! Sorry if it's a long and rantish post, but this is really bothering me.

 

do you have names, dates, and times you called?
if you do, then you should be able to enforce the credit.

if not, you have two choices there:
1. refuse and send back due to the financial difference.
2. accept the unit, continue to resolve the difference and enjoy the laptop at the same time.

 

At this point i'd be pretty surprised if you ever saw that 200, unless the people in question wrote it in your file (who knows?) you have no evidence whatsoever to produce, and as such anyone you talk to is going to have to treat your call as someone who received/is receiving a new expensive laptop and wants money off it for some reason they made up.

If you do have the names/dates/times, then you may well be able to get it, but you can expect a battle.

 

Thanks Ryujin and bobnova.

I do have names dates + times of the telephone calls, but as you say, no actual proof of the £200 without the order confirmation email.

I do have a shipping confiramation now, so under their T and C's I can no longer cancel, and a feedback request (I'll just hold on to that for now!) but no order confirmation despite much chasing.

Hopefully I'm fussing about nothing and it'll all be cool, but has anyone heard of them doing anything like this before?

 

i had a similar issue.
i was offered free shipping and a discount due to a mistake by AW at the time on the website.
when i attempted to place the order they at first denied it until i sent the email i had from a manager i had emailed.
they said the procedure would be to charge the full amount and a credit would be forthcoming in a few days.
to my satisfaction and the promise they made, i was credited the difference within the week.
hopefully you an expect the same, but if not, at least you have information to fall back on to provide an alibi for yourself.

GL and let us know how it pans out.

 

Cool.... I give a week, then go nuts!

 

thats what i did with my order i went crazy i said if you dont ship by friday i will cancel....i emailed roswell and CS and the alien ware guy on here and it shipped that night

EDIT good luck and congratz on your system i know you will love it

 

Just to polish this off.... I was wrong to worry. Alienware got me the laptop in less than a week from order, and refunded the £200 as promised.

Now all I need is a volume control that works and to get GTA IV to recognise both graphics cards.... time to hit the forums!

Kudos to AW though.