Where in the world is my M17? Maybe I'll never know

Wow. I have been on the phone with Alienware customer service for almost 2 hours trying to figure out why in the hell they decided to STOP my Fedex delivery that was scheduled for today. Two weeks ago I ordered an M17 laptop with these specs:

[1] M17

Video/Graphics Card: Dual 512MB ATI Mobility Radeon™ HD 3870 -
CrossFireX™ Enabled!
Processor: Intel® Core™2 T9400 2.53GHz (6MB Cache, 1066MHz FSB)
Design & Display: Black Ripley Design
Chassis: 17-Inch WideUXGA 1920 x 1200 LCD (1200p) with Clearview Technology
Keyboard Options: Illuminated Keyboard – Alienware Exclusive Design - Astral
Blue
Operating System (Office software not included): Genuine Windows Vista® Home
Premium (64-bit Edition) with Service Pack 1
Notebook Tuners and Remotes: Internal Digital / Analog (ATSC) TV Tuner with Adapter
Memory: 2GB Dual Channel DDR3 SO-DIMM at 1066MHz – 2 x 1024MB
System Drive: Single Drive Configuration - 320GB 7,200RPM (16MB Cache) w/ Free Fall
Protection
Optical Drives : 8x Dual Layer Burner (DVD±RW, CD-RW)
Wireless Network Card: Internal Intel® Ultimate N 5300 a/b/g/Draft-N Mini-Card
with MIMO Technology
The World's First 450 Mbps Wi-Fi Adapter!
Sound Card : Internal High-Definition Audio with Surround Sound
Warranty: 1-Year AlienCare Onsite Service and 24/7 Toll-Free Phone Support
Alienware Extras: Alienware® Mesh Cap
Alienware Extras: Alienware® Mobile Binder
Alienware Extras: Owner Identification Card
Alienware Extras: M17 Protective Cloth Sleeve
Alienware Extras: M17 Keyboard Diagram Overlay

SubTotal: $2,284.00
Shipping: $70.00
Discount: $0.00
Tax: $182.44
Order Total: $2,536.44

I was so excited today since my laptop was supposed to be delivered today. Once I get home from class, I check the online Fedex tracking number and find out that there's a "Delivery exception" and that "future delivery is requested." I'm thinking, who's requesting future delivery?

At this point I'm mildly annoyed, but I know I can just go pick up the package in person since the laptop made its way from Miami, Florida to Placentia, California which is only 15-20 minutes from where I live. I call up Fedex to find out about the hold and ask if I can pickup my package in person. They are really friendly and helpful -- I spoke with 3 representatives and they all were sincere in helping me understand why my package was delayed. I learn that I could pick up the package before 5pm with a government issued ID, BUT they also informed me that there may be some complications because ALIENWARE ordered the package NOT to be delivered. They advise I speak with Alienware first.

I'm thinking , I've been counting on this laptop to arrive this week since I have a presentation to make at my university for a research class & I'm SOL if I don't have the laptop to bring with me to class. I went through all the fraud prevention/security measures -- spoke with my credit card company to authorize the charge for 2.5k$ and was happy as a clam when I saw my laptop reach phase 9 (shipped).

Knowing Alienware has the balls to delay shipment for no apparent reason other than to inconvenience me, I am pretty pissed off. I call up customer service and talk to Irene, she asks for my account number and I'm thinking what's an Alienware account number? I only have my tracking number and order number. I give her my order number, name, phone number and she puts me on hold while she does some "research." She eventually gives me the run around for 30 minutes and tells me she can't find out information on the hold and tells me to call back tomorrow. I call the Fedex office location that has my package and they courteously inform me that Alienware has stopped my shipment due suspected fraudulent activity.

Ok, at this point I'm getting even more pissed because Alienware had made such a big deal about how their 9 phase policy is so meticulous and carefully thought-out to ensure customer satisfaction or whatnot. (psh, tape on gpus -- says a lot about their so called "200 point quality control process)

"Phase 1: (Order Confirmation)
Your order has been received and is awaiting order confirmation. As part of our security procedures, all orders must be confirmed before they can be processed.

Phase 2: (Billing)
Your order has been validated and is waiting payment processing. While in this stage we are confirming any credit card and/or payment information for security purposes. Please understand that this phase is necessary as it will protect you the customer from any fraudulent transactions. We observe very strict security guidelines and hope you will appreciate our efforts. Note: Your method of payment and other factors may influence how quickly we can build your PC. "

They have the nerves to inform me about their methodical policy, require me to authorize the charge with my credit card company, allow the order to reach phase 9 and ship it from Flordia to California, within a 15 minute drive pickup, and suddenly stop the package without notification? They don't even have the courtesy to notify me by email or phone call about the situation. I have to call and waste 2 hours of my life trying to understand is going on with my delivery. Fedex is the only company that actually helped me understand the situation. 2.5 grand for a notebook and you would think you could get some answers/customer service. I'm sitting here typing this 2,500$ poorer, while the geniuses at Alienware hold my package for s and giggles.

I call Alienware again, speak with Irene again -- at this point I can tell she is getting lazy as she begins mumbling so badly I can barely understand her. English is clearly not her first language and her Hispanic accent that makes understanding his mumurs that much more difficult. I find out after an hour of waiting that the shipping department is closed and she can't "research" the necessary information. She keeps telling me they will start their "investigation" asap. I ask what is ASAP? Put a timeframe on it for god's sake. She mumurs some incoherent responses until I ask for the supervisor. Wait another half hour. Supervisor comes on the line, also has a Hispanic accent and is outright rude. He really appalls me with his half-assed demeanor. "Yeah, what you need?" is literally what he said when he came on the line. I have been nothing but polite while giving them all the necessary information to authorize the shipment -- FFS I offered to go pickup the package in person with ID in hand. The supervisor demands that I give him my Alienware account number. I told him I never received one, only an order number and tracking number. I google Alienware account number and realize you receive it when you receive your laptop! what the hell?! He knows I don't even have my computer and he's demanding I know my account number -- He even has the audacity to sarcastically explain that the account number is a 6-digit number for customers.

It becomes clear at this point customer service is egregiously incompetent. He barks a few more orders/demands at me for information, cuts me off while trying to convey my concerns, gives me the same half-assed answer that Irene gave me: "call back tomorrow." At this point I give up and say okay, thank you. bye. He just hangs up without any apologies for this serious inconvenience. BTW he sounded like he was eating food the whole I was talking with him.

This degree of rudeness just pisses me off.. to the customer service reps, a 2,500$ laptop is no big deal -- they see hundreds of 2,xxx+$ orders & their attitudes clearly reflect this disinterested attitude. To me, spending 2,500$ on a laptop is a god BIG investment and I feel that I deserve to be treated as an important customer, not some tool they have to "deal with" until time to clock out.

Flame me if you want, just cause it never happened to you doesn't mean it doesn't happen.

 

Wow, that sounds really bad....

Hope you get it sorted with them and i hope they offer you a big apology..

 

PM Alienware-Armando, tell him your story. He should be able to help get you sorted.

Edit: you need ten posts to send PMs.

 

'tis the price I pay for being a lurker

 

Well that's only eight more left.

He usually checks the forums, so your post hopefully won't go unnoticed.

 

At this point, I'm just going to call Alienware in the morning and request that they authorize the shipment for delivery.. I honestly don't know why my order is flagged for fraud this late in the order process, so frustrating.

 

truekakaka ,
I PMed AW James for you. Lets see what can be done to help you.

 

nice one Keg...rep for you!!

@Truekakaka - you might try calling into Roswell Crew tomorrow....some of the guys have their # in their signatures here in the forum - I bet those guys can sort you proper quick.

1-866-ROSWELL

Word.

 

heres roswells number in my sig there the men you wanna talk to they treat you good helped me ship mine out in 1 day after it was stuck for 22 days

 

spoke with customer service for 2 hours this morning and finally got the authorization to pick up my laptop.

thanks for all the support guys, love the product but hate the customer service

oyeah, I ordered the tv tuner + remote and they forgot to include the remote..guess I'll have to give them another call -_-+

 

Glad it worked out! I hope I don't have any trouble as my m17 is on the way via fedex

I'm quickly becoming an AW junky (though not because of service its fine but far from excellent) machines however=excellent

 

That's really to bad about your experience and I wonder how some hold onto their jobs in todays economy there are far better people being layed off out there.

I guess they were looking out for your better interest as far as fruad but came off in a poor way once you proved who you were.

Enjoy you new machine and oh, before you call for your remote...HAVE YOUR ACCOUNT NUMBER READY

 

And that would be the cause for 2200 out of my 2400 posts