(no subject)

[elizilla]

I just canceled my Alienware order. I have spoken to them almost every day for the last two weeks. I know all their phone music by heart, I have my order numbers memorized, and I have learned all their scripts. They never tried to solve this problem, even though the solution would have been perfectly obvious: Send a new PC and pursue a damage claim with FedEx for the broken one.

The machines are supposed to be nice. Pity they can't handle normal shipping problems.

Now we get to see how long it takes for them to credit my VISA. If they drag their feet the same way on that, I am just going to go to the credit card company and ask them to reverse the charge. Talking to Alienware customer support is about as useful as talking to cats.

I was so excited to be getting this spiffy unique PC for him. So much for that idea. I guess if I still want to get Michael a PC for Christmas I'll have to brave the noise and crowds and buy an ordinary one at Best Buy or something.

Comments

[tanac.livejournal.com]

I'm so sorry :( I wish more companies got the concept of customer *service*.

[bikergeek.livejournal.com]

Anybody wanna bet they're so strapped for either cash or production capacity that they *can't* simply ship a known-good PC as a replacement? Not a good sign of their health as a company, IMO.

[metalfatigue]

No way I'm taking that bet. Good call.

[tammylc.livejournal.com]

That is totally messed up. As you say, totally normal shipping problems, with a clear solution. Especially so close to Christmas when they know it's a present. I think this is a bad customer service tale that deserves to be spread far and wide.

[elizilla]

I did everything I could to help them get it solved. I ordered early. I paid attention when they notified me it had shipped, and I watched the shipping trace daily. I called them immediately when it went back to them. I explained it over and over. On three different occasions I clearly described what they could do to solve the problem: Ship a new PC and pursue a claim with FedEx for the first one. They just couldn't wrap their heads around it. Sigh.

[tanac.livejournal.com]

Ken says to let you know that best buy carries alienware computers, should you still have any desire whatsoever to be involved in owning one.

best of luck, whatever you decide to do.

[elizilla]

I am not happy with Alienware at this point, and I loathe Best Buy. But at this point my options are severely limited. Guess I'll be hitting the stores this evening and I'll see what's out there.

[1dreamr.livejournal.com]

Well, that sucks.... it's so hard to find good service these days... sad.

[renniekins.livejournal.com]

Aw, that sucks that they didn't come through... but you definitely did the right thing canceling. Not the kind of company you want to do business with.

Maybe look for a CompUSA, Computer Warehouse, or other computery store, if you hate Best Buy?

Good luck, sorry it all fell apart so badly!

[brendand.livejournal.com]

Well, I hope you do consider getting a Dell. I'm fairly certain you could have ordered one today and had it delivered by Friday. It's still probably worth looking into for tomorrow. PLEASE don't give up. I hate Best Buy, also. There's GOT to be another way!

[eviljohn.livejournal.com]

Sorry to hear that. I'd keep checking techbargains for example -
http://techbargains.com/news_displayItem.cfm/38366
but I doubt that it'll get here by xmas. I have 2 dell machnies on my desk and am very satisfied with both.

Show Michael this thread so he knows you tried your hardest, and then buy something after x-mas when prices will really drop.