Problems? See this thread at archive.org.
I ordered a Alienware M11x fully loaded on June 1st of 2010. I didn't really have the cash, but I decided to order it anyways on my credit card. I figured that it would be a good birthday present for myself. Also I really need a PC for my job. On the 8th I got the E-mail that told me that it had shipped. I tracked it and saw that it was in Tennessee. Thats good since I am in West Virginia, only one state away, and the computer should get here quick. I paid for 2 day select shipping. I tracked the package again on the 9th, and the Fed-ex site told me "Delivery Exception: Package returned to sender". I called Fed-ex and talked to their customer rep. She told me that it had been returned to Dell. She did not know why and suggested that I contact Dell to find out why. She confirmed that we had the correct shipping address, we did.
I called dell, and got in contact with a man named Anhish. I had him spell his name. I asked hit to connect me to his manager, but he refused. I told him my problem, that the package had been sent back to Dell, and he told me that I was wrong. He told me that the package was in route to my house, and that it would be there tomorrow. After telling him twice that he was incorrect, that I had tracked the package, and was relaying the correct info to him he said that he would check. He put me on hold. A few minutes later he came back on the line, and told me that I was right. He said that he would reorder my laptop, and that I would receive it in two weeks. I told him that that was unacceptable. That I had ordered it when I did because I need it. Also I paid for the 2 day select shipping because I need it ASAP. He said that was all he could do. I asked to speak to his manager again, and again he refused. I asked several more times and finally he said he would.
After sitting on hold for a while a woman named Gurbinder answered the phone. We went through the same thing that I went through with the first guy. She said that the package was back at Dell, and that I would have to wait 8 days for a replacement. I asked what would happen if I canceled my order, and she told me that a refund to my credit card would take 16 days. I feel that this is unacceptable because I would be charged interest for a product I would not receive. I asked her to speak with her manager, but she refused. After insisting she finally said that she would transfer me. The phone went silent. I did not hear any of the transfer noises, so after two minutes I said "Hello?" She came back on the line, and told me that she was transfering me. After a couple more minutes I again spoke. She said that she was typing up our conversation, and that she would transfer me when she was done. The phone went silent again. After another minute she transfered me.
The next person to answer the phone was Anubhav. I told him my problem, and he just repeated what the last two people said. That they would issue a replacement and I would have to wait another 8 days, or they would cancel the order, and that it would take 16 days to refund my credit card. I asked to speak with his manager, and he said that he was the last person in line of support. That I could not speak to anyone else higher. I asked to be connected to someone in the United Stated, but he refused, telling me that that was the only global number that he had. I asked a few more times, and he seemed to get angry. He told me that it was my choice to ask for a manager above him, but that he wasn't going to do it. He then hung up on me! I couldn't believe that he hung up on me! After 40 minutes of being on the phone I had accomplished absolutely nothing! I decided to go this route, and try posting on this forum.
While I was typing this a man named Jimmy #140411 called me. He just told me the same thing as the last few people. That I was going to have to wait another 8 days for Dell to rebuild my computer.
I wouldn't be so irritated if:
1) I wasn't going to loose around $300 in lost wages where I had to take off work to meet Fed-Ex.
2) I didn't need the PC for my second job.
3) I was able to speak with someone in the country where Dell is based.
4) The customer service people were not so rude.
5) I could cancel my order without getting charged interest on my credit card.
6) They tried to do anything to make up for their mistake.
-
Hi Jay. Good luck
Alienware problems
Discussion in 'Alienware' started by te75uo, Jun 9, 2010.
