Placing a successful order and moving through Phases 1-3

As the title claims, this how-to will help you navigate the treacherous waters of the billing phases taking part after ordering your system.

A little reminder:

http://4help.alienware.com/cgi-bin/alienware.cfg/php/enduser/std_adp.php?p_faqid=2597&p_created=1090264764&p_sid=cY7ozkzj&p_accessibility=0&p_redirect=&p_lva=&p_sp=cF9zcmNoPTEmcF9zb3J0X2J5PSZwX2dyaWRzb3J0PSZwX3Jvd19jbnQ9MTYsMTYmcF9wcm9kcz0mcF9jYXRzPSZwX3B2PSZwX2N2PSZwX3NjZl9mYXFzKmM9JnBfcGFnZT0xJnBfc2VhcmNoX3RleHQ9cGhhc2Vz&p_li=&p_topview=1

Note the details I'm about to give you pertain only to EMEA ordering (Europe, Middle East, Africa), but may also help move your order along in the rest of the world.

Straight from the Billing Department:

So... anybody ready to order today? Feel free to sticky this for a few days MOD as this could avoid several headaches.

 

lol
every time i try to make a build, i get the error screen...maybe they are reading the IP location... )

 

Yeah, I didnt know that I was suppose to call and verify. After a few days I was worried it was still in phase 3, so I called them and they said they needed to verify my info and they could proceed with building

 

Well I'm still on Phase 2 after 12 days of ordering my m15x if that matters. I called and supposibly there is something wrong with the order status on the website and your suppose to email [email protected] to check where your order is at (due to it not updating the status as the order moves along). My credit card summary has been updated, Alienware stated around 4-5 days ago that my order had entered the waiting line to be built so we shall see...

 

Here is the response I got:
Greetings from Alienware!

We would like to inform you that your order is currently in Phase 3 (Payment Processed). I can assure you that we are putting forth our best effort to see that your order is delivered as promptly as possible. If for some reason an unforeseen delay occurs, we would notify you expeditiously.

Unfortunately, we have been experiencing some technical problems. That is why the information on the Order Status page has not been updated yet. We have already taken this matter to the corresponding department, and they are working to fix the problem as promptly as possible. We apologize for this inconvenience.

As soon as we have further information about the movement of your order, we will send you an email notification.

Thank you for choosing Alienware.


Best regards,

Maria Jose Lopez
Alienware Corporation

 

As I stated in the first post, this procedure applies solely to EMEA but may help in the rest of the world. That Phase 2 is the most crucial for the customer because that's where their input is needed the most. If you stay stuck on Phase 2 for an extended period of time, there is some documentation missing and you need to get on it.

 

How so? I've talked with 3 people on the phone already and sent 2 different emails stating my payment was processed and will enter production soon. They would tell me if there is something holding my order up. This is the same credit card I used last time when I purchased my desktop and I didn't have to do anything extra...

Edited: Oh I see now. Bah I'm pretty tired because this is my 7th 12 hour shift in a row and it's completely quiet in the hospital. I doubt this applies to me, if it does I'm not going to be very happy because hopefully someone would have suggested I send a copy of my credit card statement by now- I would hope...

 

Sorry to hear dla kemper. I'd give them a ring just to be sure that they've got all they need, but you might want to try that another day (for obvious reasons!).

 

I took part of your advice and contacted Alienware, except I called today instead of tomorrow. So I contacted Alienware today and spoke with a wonderful rep. My order is stuck in Phase 2 because of 2 different reasons. 1: The online status checker is having difficulties updating, reps are working on fixing this problem as soon as possible and he recommended that I either call or send an email to check the status (which ever is more convenient for me). And 2: Because the NVIDIA 9800M GT is back ordered. He said that my card will be in within 5 days (when they are suppose to receive the shipment supposedly) and then my order will enter the production line. He stated that they are working as quickly and efficiently as possible to make sure my system gets out of there as soon as possible but if it fails any part of their quality control this may change the shipment date a little but he assured me that they would do their best. He gave me his name, the business hours, was very calm and polite, asked if I had any other questions, and recommended that I give them a ring to check the status or if I have any concerns because it was no trouble for them to assist me. A+ service! Very impressed and can finally go to bed. Woot, I'm glad for all of you also ordering your new m17x today.

 

Greetings from Alienware!

According to your account information, an automated notification was sent to you on June 1 when our Production Department first found out about the backordered situation. We have a copy of the original notification attached to your account information for backup issues.

On the other hand, we have been experiencing some technical problems. That is why the information on the Order Status page has not been updated yet. We have already taken this matter to the corresponding department, and they are working to fix the problem as promptly as possible. We apologize for this inconvenience.

According to the information we have just received from our Inventory Department, we are not expecting the backordered item to arrive until June 20. Based on this, the estimated date for your order to be shipped is during the last week of June. If it is ready before that date, we will notify you.

Please be assured that we are doing everything in our power to get the backordered items at an earlier date. As soon as we have further information about your order, we will send you an email notification. We apologize for this inconvenience.

We hope you find this information helpful.


/cries! A little mad that Alienware stated I received an email stating that certain parts were back ordered (because this is not true). I think the error where things are not updating has interfered with automated responses being sent out to customers as well. I asked for overnight shipping once my system is complete for all this back order time that I was unaware about but no response... If I could stand gaming on a 17 inch laptop I would just cancel and order the new m17x.

 

This isn't actually relevant to the Dell Euro stages, Sneaky, since their first three phases are not in agreement with how you have laid them out. =(

10char?

 

Yes it has dawned on me that my info in the OP has been rendered completely useless by Dell's new policies.

Knowing that, what kind of efforts have they required from customers who have already ordered an Allpowerful? What info have they asked of you aside from a credit card number and CCV number? I'm just wondering what their level of fraud prevention is compared to the way we used to do things.

 

Dell has been doing BIG business for 15+ years. I wouldn't worry too much about their billing services.

It's not like some new fly-by-night company (ie Hypersonic - what a joke)