How to contact a US rep directly, and settle this whole debacle?

Sorry if this is too much off topic; but save for the actual computer itself, everything else would fall exactly into the frame of a Alienware laptop.

About a month and a half ago, I ordered an Alienware Aurora desktop from the Dell Outlet using a 25% off coupon. It was a refurb; but an EXCELLENT deal, and so I pulled the trigger.

It arrived a few days later; but the FedEx box it came in was obviously dropped or mishandled, because it had a big gash in the side. Unfortunately, when I opened up the box, my Aurora's front faceplate had been cracked into several pieces. There was a big gash missing. But, I later realized that this door is supposed to pop on and off using some nubs that ripped off, so if I could get a replacement, it would solve the problem.

So, I email Dell Support a moderately lengthy email describing how I would really appreciate a replacement piece. I continuously stated that all I needed was that single piece (it's the piece right under the sliding door; basically, the piece of plastic the door slides BEHIND). I said nothing else was too terribly damaged, and I'd appreciate JUST THAT PIECE. That's it.

I received an email confirming my address, and that the piece would be sent out.

I was told it would take 15 days. Which was cutting it close, since I was moving for the summer soon; but still within time.

I received a phone call about a week later; saying the piece was going to ship soon, and if there are any problems, to reply to the email I was also being sent. I never received an email.

No big deal; because I'd still be there.

A week and a half passes, and no piece. I get a voicemail saying that the piece was going to ship- and that I'd receive an email to reply to if there were any problems.

Well, there were problems; because I wasn't there. I waited for an email, and it never came.

So, I waited a couple days for the email; when I get ANOTHER call (and voicemail) saying it was going to ship, and to EMAIL if I have problems. No email. So I called directly the next day to see what's up; and sure enough, they overnighted it the night before, and it had just arrived at my other apartment 100+ miles away.

UGH!!!

So, I call up Dell, and ask if I can have an extension on me sending in the old PIECE, and they say no.

So, today I drove 100+ miles to get my piece, and there's a FREAKING 60lbs BOX waiting for me. They sent me a whole new computer. Not even a refurb- but a new computer!

Which, I'm not going to complain. That's good to me. But the problem is, they didn't send a prepaid shipping label. There's no way in hell I'm paying ~$100 to return ship my old one. I figured it'd be prepaid; but even if not, I could splurge the $10 for the shipping of a piece of plastic.

So, now what?



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Thing is, I've NEVER received an invoice, or the price they might charge me, or what they'll charge (my card, my debit card, bill me, etc).

I'm not looking to weasel a second computer out of Dell (as much as I would happily take it if they offered or just charged me ~$60 or so for the plastic piece, lol). I just don't want to be responsible for a ridiculous shipping charge.

So, yeah.... what should my plan of attack be? Does anyone have the email or number of a good U.S. rep who can speak strong english and understand, assist, and figure out this problem? What would you guys do?


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TL;DR

-Order an Alienware refurb over a month ago
-Receive it with shipping damage; need a replacement "door thingy"
-It's like a twenty cent piece of plastic, and I mention that many times
-After several delays, they ship it to an address I'm no longer at
-Never receive any emails I'm told I will to cancel or change the order
-Finally get my package, it's a whole new NEW Alienware Aurora
-No invoice, no return shipping label
-I don't want to be charged for the computer, nor want to pay $100 or so in shipping


What do?

Thanks so much for any input, advice, or suggestions!!

-Matt

 

"if you just wait a little while, maybe you can get away with it..."
just joking , if i were you i would contact the person who you originally emailed if you still have their address.
if that does not work it's really disgraceful.

 

Have you called the 1-800-Alienware number (i believe you drop the "re" part of the word for the actual phone number) and get one of the reps that way?

If nothing else they can transfer you to someone that you need to talk to about getting a shipping ticket for the computer to be sent back to them.

 

Contact Support - they will take care of the return shipping issue. Also, we have a desktopreview.com site. If you would like to continue this topic, please create a thread there.

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Thanks!