Whats Up with Dell/Alienware lately?

Has anyone else had issues with cancelled, delayed or messed up orders lately?

On February 24th I ordered an Outlet M18x. a day or two before it was due to arrive it was delayed. Then delayed 4-5 more times. The last 3 times when I called to ask why, I was told it would be the last delay, they didn't see a reason for the delay, but that the laptop was "available". The last 2 times I requested to speak to a manager or someone who could give me more information, both time I was told that they would call be back the next day... Guess what, no calls. Then this evening, I check the status again, and what do I see? a cancelled order! No notification, no reason, nothing.

This is in addition to: a Brand new m17x taking a month to arrive, a Brand new precision M4800 arriving at work with a faulty chassis that was shorting out the laptop. A Canceled without notice order of an m6800, which no one at dell could explain why the order was cancelled. No one even offered to assist in re ordering the $4000 laptop And a seriously damaged m18x from the outlet, showing total lack of quality control (This was made right with a replacement unit that took 2-3 weeks to arrive, but still)

Normally I wouldn't have agreed to wait past the 2nd delay, but I got a really good price on the laptop and I wanted to get it. Worst part is, I am in charge of ordering laptops for work, and granted we're a small company of 16 employees, but I am tasked with upgrading everyone in my companies computer to a new one (was planning on Precision M4800s) from may of this year to may of next year. I really like the precisions, but if I have to spend hours on hold with every order how can I justify it? I can't say a single order I Have placed since December of this year went properly.

I love the alienware m18x, but this isnt worth the hassle anymore. I don't understand how they can make it this difficult to spend money with them...

So I guess the question is, has anyone else noticed a downward trend in dealing with dell on the ordering side of things lately?

 

yup. but its how I got my maxed out viking for free... but it took 15 months of ing and complaining about it.

 

I don't know if I have the patience for that, I don't expect anything for free, I just want to get what I ordered!

I just spent an hour on the phone, transferred 4 times, and then when I finally got to talk to someone who could help me, she must have made a mistake, it bookted me back out to the main menu and then I got disconnected because they're closed now? This is ridiculous!

 

i'm still waiting for a confirmation that it has finished being built and is being shipped but i have heard of nothing.

 

15 months?! Holy hell mother of...

A maxed out AW18 is the least they could've done. Seriously. You are one patient man though, if it were me I'd have thrown in the towel by the end of month 1 and demanded a full refund.

 

I am a dell reseller and recently they have gone through a major internal reconstruction. My partner team was disbanded. I now have one rep to deal with when I need quotes and it is taking 7-10 days to get a freaking quote and sow times I'm having to email over and over. Like I'm hassling them to do their freaking job. I guess with Michael Dell back in things are changing around a lot but they are dropping the ball on the sales side like crazy, my clients are suffering.

That being said they have taken care of my AW laptop repairs top notch...

 

I placed an order on 3/12 from Dell Spare Parts. I was told the parts were readily available and I would have them in 3-5 days.

I received an email requesting authorization to extend the order per FTC guidelines. The new EDD is 3/26 and I approved it online early this morning.

I also just received an automated phone call requesting approval to extend a few minutes ago. There is no information available about the reason for the delay, only that it is delayed.

 

Well after I posted this, I posted a complaint on the Dell Outlet Facebook page. This morning, I received a Facebook response, as well as a phonecall a short time later. Someone from Dell called me, who was incredibly helpful, and told me they could provide me with another laptop for the price I paid on the one that cost lost. Its similar, but has dual 680s instead of a single one, BONUS but man it shouldn't have come to that. I also received another call to confirm the shipping info, and another one about 2 hours ago informing me that it had be scheduled for pickup, and will be shipped over night. So I should either have it tomorrow or Friday.

As happy as I am with the result, it really shouldn't take this to get a laptop shipped out. Now I have to figure out if its worth trying to buy new M4800s for my company or switch to another brand.