Should I start to worry?

I recently ordered my new m15x and everything was going smoothly until last Friday. The order was on Phase 6 early Friday morning and as of today it is still on phase 6, that's 5 working days to load software. I have called for the past 3 days and I keep getting the same story; it is about to go to phase 7 but it never does. The estimated ship date was yesterday so needless to say that is not going to happen. This along with a few other concerns have me wondering if this is going south.

1. Phase 6 for 5 days.
2. Price reduction agreed upon but they state that they are having problems issuing the credit to my Alienware account. They will put in a memo and get it taken care of, so they say.
3. Alienware setup a username and password for my hive that does not work. I sent support an email 1 week ago and was told I would have an answer in 72 hours. No further communication from them at this point.

This is my first experience with Alienware and it seems that they have not followed through on promises that were made. After reading of similar experiences it makes me wonder if I should cancel my order. I really want things to go well as I want an m15x but I do not want to get stuck in a never ending cycle.

Constructive advise is appreciated, bashing of Alienware is not! Thanks.

 

I recommend calling Roswell if you're dealing with regular CS. Also, PM Alienware-Armando or Alienware-James, they're pretty active in assisting the community here.

Best of luck to you.

 

I don't have PM privileges but I might just call roswell.

 

You do not have the correct identification number to log in to Myhive. That number will come with the computer.

Give them a call.

 

I did call them. They gave me the information and it did not work. They even tried to do it for me while I was on the phone and could not get it to work. It was at that point that I was referred to support.

 

Here's the latest, just got off the phone with AW.

The order is being held at phase 6 due to a credit needing to applied to my AW titanium account. The credit memo will need to be issued before releasing the order. This will take place within the next 24 hrs. This is the SAME story I got on Tuesday, on Wednesday and now today. The credit was issued Monday morning right after the price drop. I don't get how this can take 4 days and since they already have my credit approved and processed why can't they just send me my computer? This is beginning to sound familiar!

 

Pm'd you Armando, thanks in advance.

 

We apologize for the inconvenience, I will be communicating with you via PM shortly.

Thank you.