*OFFICIAL* M17x Order Status Thread...*PART 2*

yeah i did.

 

What was wrong with yours, Mandrake?

 

Right now I have a keyboard that doesn't light up and a bad hard disk. I originally called about the bug in the BIOS which I later found out it was a bug versus a specific problem with my machine.

 

Ouch. Hopefully your new one works better.

Mine's supposed to be here tomorrow, but it only left Nashville this morning. Hope it makes it.

 

Drake, how exactly do they do a system replacement? Do you need to send yours first and then wait for them to ship you a new one? Or they ship it to you and then you ship your old one in that same box?

 

Yeah I return mine as soon as I get the new one. So then you play a little game called how high can I OC the system before you see flames.

 

Get a 3DMark Vantage score in if it doesn't explode.

 

That's already done. Check out the link in my sig.

 

I've got two orders in...one through personal that I placed in October, and one expedited through Dell Business. I'll wait for whichever I get first, then cancel the other order.

I love Alienware and want the system, but I'm thoroughly disgusted with the service Dell offers when buying their systems. I don't know if I would buy another after going through this.

 

After I complained the first time they took care of me. My first reorder took a week to get it and now that it's being replaced it's going to end up taking just 1 week again. Can't say nothing but good things now but I was upset after waiting a month the first time around.

 

I tried complaining several times, but because I had not received the first one or had any defects they were unsympathetic.

My first order doesnt even show in boxing yet. My revised ship date was supposed to be 11/16 so they would have missed that date no matter what. It still shows in production. = /

 

The SSDs would have delayed your first order. It's a 3-5 week wait to order just the SSDs. If your second order is more similar to mine it should be much faster.

 

It's going to be a race...
System 1 - way overdue, has the SSD's
System 2 - just ordered on 11/16, but simpler configuration

 

Anyone else obsessively watch the tracking shipment updates?

 

Has anyone had there systems "expedited" and for how long. My unit is showing in production now and the CSR told me that it was on the top of the list and expedited, now I'm wondering how long would it take to build and sent to me?

 

My unit has been "in production" for over three weeks without budging.

 

do you think it is because of your configuration did you call them to ask if there was a hold because of the parts that they need to make your system? my CSR told me my order had all the components that it is flagged for production.

 

I pressed several times but Dell was unable to tell me what the holdup was, other than there must have been a missing item.

Now I just wait for one of my units to show up, then cancel the other. My second unit from the Business order center is supposedly expedited. The final delivery date is December 1st, but our corporate Dell rep told me it will probably show about 1 week earlier.

 

yes, I've received the same treatment as far as expediting and next day air packaging, but im not sure if there really is an expedite option at dell, I honeslty think its a lie.

 

Expediting is a myth.

 

LOL Yeah mine's "expedited" too. Must be a few hundred expedited systems in the queue. I think only Mandrake and a select few have true "expedited" orders.

 

lol! My rep even calls me daily with updates on my order.

 

Hey forum. I've been reading the past couple of entries and it seems I have somewhat of the same problem that Armin_Tanzarian has. I just ordered an Alienware M17x on October 23rd, and it didn't register because my bank account wouldn't let me overdraw my limit. So that wasted a week. So when I finally had it processed, I visited the website and saw my laptop was finally 'in production' in the build stage, and that it was supposed to be delivered on Nov. 9th. Well of course since I delayed payment a week the delivery date went up as well. That was to be expected.
So it went up to the 20th. I have already gotten my messenger bag, the additional battery, my xbox controllers in the first week of ordering, but still no laptop. So I go to check the order again today and it says it's been changed to Dec. 1st!! Why?? When do I get my beautiful laptop?? I've called so many times but they just keep referring me to different people...idk what to do...

 

On truck for delivery. Now I just hope nothing's wrong with it when it gets here.

 

I really stopped caring about my orders status, I have another Laptop too just is not nowhere close to the performance that I want with my Alienware. but i have my games ill be coming home to next week that i have ordered that will play fine on my current laptop. So when it gets here it will get here i give up you win dell.

 

The Alien has landed! So far so good.

 

congrats! pics pls...

 

Sure, gotta wait until I get home though. I'm at work.

 

LOL... my separate order for my free headset/mouse has been Delayed... got the email this morning. They pushed it back a week. Lame... hey, it's free, can't expect much.

 

Congrats on your machine arriving. Just curious, what was your original order date?

 

Original order date was 10/21/09 but I reordered on 11/5/05.

 

This is the only thread I found that's active with the Mountain Dew Alienware giveaway. Just wondering what the process was after sending the affidavit. The sweepstakes company received the affidavit on Monday. I'm not expecting the prize anytime soon, but if someone has information on the specs of the laptop and ETA of a delivery time I would appreciate it. I tried calling/emailing Alienware but it says they're undergoing scheduled
maintenance. The sweepstakes company never answers their phone, so I would like some sort of guidance. Thanks for the replies.

 

Gratz and that's why I find this so frustrating. I ordered mine on 10/17 and I can sense delay #3 coming now. Nothing special, $1799 specs except I upped the CPU to 2.5GHz, the HDD to 320GB, and the 1920x1200 screen. It's been in the "build" stage for 4.5 weeks now...

 

Did you get an order number or customer number? It might also be that the unit was pre-built, so it may not come from Alienware/Dell directly.

 

I convinced them that the 260 wasnt enough for my 9800;s so they sent 1 gtx280. ??? I am on the phone now and they are so confused, keep saying that i didnt get dual 260s with my order, even though system properties shows 2 and i can feel heat from them on each side. They say that 1 280 is an upgrade. Im so frustrated with these guys!

 

As the cheerleaders say, be aggressive, B-E-Agressive.

You need to tell them that their answers are unacceptable, and ask for managers, supervisors, employee numbers, etc.

make sure they know they will be documented and individually accountable for what comes out of their mouth.

Also, make sure to repeat to them what they say, and then tell them why it doesnt make sense.

 

I've come to the sad conclusion that Dell does not want me to buy their product. I can find no other explanation for this but they canceled my order AGAIN! At least this time they sent me an email.

" We want to inform you that your order was canceled under the Federal Mail Order Rule. To learn more about the Mail Order Rule, click here. We regret that there was a delay in processing your order and that we were unable to connect with you to get your permission to continue processing it. We hope you will consider purchasing with Dell for your future needs. "

My customer care rep was out of the office by the time I called last night. I tried some other lines including the "lolly-pop" line. Part of the automated process prompted me to speak the words "customer service" which prompted the response "I'm sorry... please repeat your response" 3 times. The last time I got a pleasant automated response "Ok, I'll connect you to a representative shortly"

Finally I got to sales and talked to a live person who said the reason it was canceled was because there was a delay and notifications could not contact me to authorize continuation of the order. I explained that it was impossible since all the numbers I had given to Dell have caller ID and I had never once seen a missed call coming from Dell.

I'm still in the middle of discussions with Dell and they are supposed to contact me today. I sent a message and left a voicemail with customer care stating that this was unacceptable and that I truly believe Dell does not want me to purchase a system from them.

This is a note for the rest of you guys. It can get this bad. I didn't think a company could offer such atrocious service, but they really can.

 

I've been following this thread, it's sad that the service is that bad, it's just insane. I originally wanted the M15x but went with the Asus after reading all these horror stories. Even Mandrake, who had the worst luck with his initial order, finally places it again, expedited, and it has to be RMA'd? Multiple cancellations with no contact? Simply unbelievable.

Even if the systems were 10 times more popular than they thought it would be, how difficult is it to inform a customer what's going on? I love the systems, but until their customer disservice changes, I'll steer clear.

Congrats to all of you have have your beautiful machines!

 

I hope I don't come across as complaining. I've had issues and Dell is taking care of it for me. Stuff happens sometimes and I'm very happy with how Dell is handling it.

 

No worries, you didn't come across as complaining at all. I'm glad they're now taking care of you and you are getting the system you want. I was just shocked at what it took to get there.

 

Same here, but only on my 4th attempt to get the system it appears that I got some reasonable service or a very nice and careful sales associate who really cares not only about his commissions, but also about a customer's satisfaction. Long story short, I'm finally happy with what's been done so far for me and thankful to that guy for all his help. Still , I would abuse them for their approach and the way how they were (still are)treating some of their customers lately and the whole M15/17X experience , including the infamous DDR5 ATI issue ...

 

Well decided to call today about my 4 time delayed order to Dec. 1 and more bad news for me....lol. Delayed to Dec. 4th, According to the supervisor I talked to due to the overwhelming number of orders in the month of Oct. and early Nov. the suppliers are unable to keep up with the demand, she stated this time that the processors are on back order. Well I laughed when a friend said you should have it by Christmas but I will call my self lucky if I do.

 

I know there may be people that are chronic complainers and I may seem to come off as such, but I think I may be justified in doing so. I know there can be delays, production problems, out of stock items and overwhelming demand. What I don't like is the way they handle it. After the first delay I asked why. High demand. Ok. Second delay I asked why, can I change something to make it go faster. They couldn't give me an answer. I reordered changing the configuration. (I admit my mistake on that, it put me in the back of the queue) I got delayed again... then canceled without notice. Why? Illegal configuration. What's causing it? They can't say. I was told to reorder again. Less than a week later it was canceled again. Why? They couldn't contact me? Even though there was no indication on any phone line that there was a call from Dell. These are just facts. Yes they did try to expedite the order and give me free upgraded shipping but it does no good if there continually is no order to expedite or ship. In my opinion this is the ultimate foul when you deny a paying customer from making a purchase.

 

ordered on Nov 09
Received on Nov 19

 

Thats a fast shipment. What did you order?

 

10 days? Please tell me what you ordered to get a 10 day delivery.

I spoke with Dell again and "reinstated" my order. This turned out to be a reorder which I said I wouldn't do... and yet. I'm still waiting to see what the "compensation" will be.

46 days and counting...

 

q9000, duel 280m 2g, 4ghz 1333, raid 0, win7 u.

From dell Canada

 

My order went into the Boxing stage last night. I have next day delivery, so I may have it later next week.

The website, status call number, and the lollipop people all still say December 12. The only ones who said it would be shipped next week were my sales agent and Dell finance. Alienware systems and Dell systems are not fully working together, so it sucks to not know what is 'actually' going on. I bet some of the people who cancled when they got the Dec 12 date were actually only a week or so out from shippment.

 

If I were only getting delayed I'd be disappointed but I could see that if there is a high volume of orders or shortage of parts. I'm outright getting canceled by Dell and the reasons they are giving me are not coinciding with what's going on. The first cancellation was illegal configuration, a part was no longer available, but all options I had on the configuration were still there. The second cancellation was due to notifications not being able to get a hold of me to continue the order but none of my phones indicated an incoming call from Dell since reordering. Like you implied, it leads me to believe that many sections of Dell do not know what's going on.

I'm curious to know if I'm the only one getting canceled by Dell or if there is anybody else having a similar problem.

 

Not that it helps much, but when my original order got cancled, the second order was placed automatically. They never contacted me directly about it, I noticed it when I was checking up on it myself.

I think your issues are competely different and I would be pissed off also. I believe there is a stateside escelation team you could talk to, but I don't know how to go about getting in touch with them.