Tuesday, September 05, 2006

Why won't they just tell me they don't want my money?

Two weeks ago I put in an order for an Alienware machine. Like this one.

I did a bunch of research, and found a lot of horrible bad stories about Alienware support. But then... I found a ton of horrible stories about Dell, and Sony. So I figured if I was going to be in hell.. it might as well be cool hell.

First I call up sales.. and tell them I have seen some crazy horrible stories on the Internet and they need to convince me why I should buy one of their machines. Kind of stupid, but I always hope those calls are being recorded. When I know they probably aren't. Plus, I wanted my file to read "difficult" early. Somehow I went insane and placed an order.

Okay, so we just sold a house and have some unusual disposable income. At least I thought. I mean.. Even the bottom-line Alien machine isn't cheap. Sort of like a Porsche Boxster vs. a 911 . Both pretty damn expensive. I certainly didn't think a ton of people are plunking down this kind of money when (heavy sarcasm) the "economy" is so bad. I'm thinking the 3rd quarter is a period when they want to boost sales. It is easy to sell machines at Christmas.

Week one: I get an email.

There will be a slight delay in your Alienware order, because the part(s) listed below are temporarily back-ordered. We apologize for any inconvenience this may cause, and assure you that we are doing everything in our power to expedite the process of obtaining the part(s). Once the part(s) have been obtained, your order will be processed.

1- NEC 16X DUAL LAYER DVD±R/W RECORDER ......................... Expected Date:
To be announced

I'm bummed.. but no biggy. I'm just going to call and have them delete the DVDR, and have them ship the machine. When I call however.. they tell me they are getting the parts in that afternoon. Al-right....whatever. I'm back in my happy zone.

Week 2. (yesterday) I get an email.

I am writing to you from Alienware Corporation to inform you on the status of your new Alienware P2 system. Unfortunately, due to overwhelming product demand, Alienware is experiencing delays in shipping your system in a timely manner.

Because of this shipping setback, Alienware would like to propose two options:

The first is modifying your existing order to remove the AlienFX system lighting control, and opt for a standard lighting choice of Red, Blue, Green, Turquoise, Yellow, White, or Purple. Choosing this option will allow Alienware to ship your system within 7 to 8 business days, as well as refund the original $150 option price to your order for the AlienFX system lighting control feature.

As a second option, if you would like to wait for the availability of AlienFX to be applied to your system order, Alienware will extend and apply free shipping, a $99 value, to the cost of your system. If you opt to wait for AlienFX to be applied to your order, your new Alienware P2 system should arrive within 4 weeks of the above date.

Um....hey guys...I might be less hissabitchy if you would have just said something when I placed the order. Instead you send me email every time you run out of twist ties. Now, like every purchase I have made for the last 6 months I wonder who the hell is spending this kind of money.. because I can't believe I am. Do I have to mention again how the economy is suppose to be bad. Oh yeah.. I think I might have mentioned that.

So I call Alienware today, and basically tell them I'm going to cancel my order. What good is it have a super cool machine, when, um... you never get it. I'm just going with another company. Somehow they convince me to stay by saying they will note my account, and it will only be 2 weeks instead of 4. I make sure to tell them if I get another email that I am absolutely going to cancel my order, and they had better note my account. I mean... come on! They are estimating an outset of 6 weeks. Hey... is this business one guy sitting in a garage assembling machines?

How could there be overwhelming demand when these are pretty high end machines.... and the other computer companies are actually scaling back revenues. "allegedly"

I don't know... if they don't need my business... why not just say that. Something like "Hey man.. we're good - we don't need your money". That way we can stop this bitching, and I can move on.

1 comment:

  1. I came across your post and I'm sorry to hear about the trouble you have been having with backordered parts and I would like to do what I can to help. My name is Steve Lopez and I am a forums administrator with Alienware. I want to make sure your system gets to you as soon as possible and working perfectly when you receive it. Please E-mail your name and order number to Steve_lopez@alienware.com so I can try to get you squared away.


    Steve Lopez
    Support forums administrator