My Terrible Experience With Dell/Alienware

To Whom It May Concern,

This is an update to my previous email to your CEO about my experience with Dell/Alienware:

Order#2 - As of Dec. 23rd there has been no refund to this order which was cancelled on Dec. 2nd. I’ve verified with my bank that money was actually transferred out of my account. At this point it has been gone from my account over 20 days since my order has been cancelled. This is after I’ve been promised that it would be done in 48 hours than 24 hours. I am now opening a fraud case with my bank and reporting this to be better business bureau. I will also post my experience to all the social media sites I can find.

Order#3 - Alienware 99Whr 1535 - Ordered on Dec. 2nd and after many missed promised delivery date I still don’t have this laptop which I needed for Christmas. The delivery date now shows Dec. 29th which as you know is after Christmas. Your company strung me along with multiple promised delivery dates and failed to meet them when you have hold my funds since Dec. 3rd. I am now opening a fraud case with my bank and reporting this to be better business bureau. I will also post my experience to all the social media sites I can find.

Order#4 - Alienware 99Whr 1535 - Ordered on Dec. 2nd and after many missed promised delivery date I still don’t have this laptop which I needed for Christmas. The delivery date now shows Dec. 28th which as you know is after Christmas. Your company strung me along with multiple promised delivery dates and failed to meet them when you have hold my funds since Dec. 3rd. I am now opening a fraud case with my bank and reporting this to be better business bureau. I will also post my experience to all the social media sites I can find.

What’s disappointing is that my order 2005680566582 was delivered on time had the same spec as my other orders and it was placed later than the other 2 orders. I was contact by your Advanced Resolution Group which said they could escalate these orders and look into my refund and they too have failed. You company has locked my funds in this holiday season and failed on multiple occasions to deliver on your promise. I hate to waste more of my time on this but I will be filing a complaint with the Consumer Protection Division of the Attorney General plus entities listed above.

Previous Email:

The ordering and customer service from Dell/Alienware is the worst I’ve ever experience. I’ve been trying to order a few Alienware 15 R3 laptop since November 25th(Black Friday). I’ve had to agent put in the wrong configuration and not apply the discount. This caused order cancellation which in turn forced me to re-order. It’s caused delay for what is going to be Christmas presents. I also I had an order cancelled on the 2nd of December and as of today December 14th still have not received a refund to my bank account. At this point I want to cancel all 3 of my laptop orders but I feel like I won’t get my money back into to repurchase something else for Christmas. I feel like my only recourse is to file an FTC complaint and publicly inform other consumers about my terrible experience in hope that they won’t have their holiday or special occasion ruin. Below are my order numbers. I’ve been on the phone with your representatives almost every other day now.

Order#1 - Alienware 68Whr - Cancel : Order configured incorrectly by agent.

Order#2 - Alienware 99Whr - Cancel : Discount not applied by agent order cancelled on Dec. 2nd with still no refund as of Dec. 14th. Called back on Dec. 13th and got another refund code#9979566 and promised 48hours. 48 hours goes by and still no money returned to my bank account. Called in again today Dec. 14th and they are telling me it’s another 24 hours due to wrong bank phone number which I did not provide.

Order#3 - Alienware 99Whr 1535 - Ordered on Dec. 2nd with promised delivery by Dec. 12th. Called back on Dec. 13th and mgmt. Robert promise addition $100 discount and delivery by no later than Dec. 18th. Just got email now saying that it’s pushed to Dec. 21th.

Order#4 - Alienware 99Whr 1535 - Ordered on Dec. 2nd with promised delivery by Dec. 12th. Called back on Dec. 13th and mgmt. Robert promise addition $100 discount and delivery by no later than Dec. 18th.

Order#5 - Alienware 99Whr 1535 - Ordered on Dec. 3rd – Delivered

FTC Complaint# 79000807

 

Join the party, on my third unit now, came in with a 1060 instead of the 1070. Now I'm being told that the replacement units were a courtesy, I since configurations have changed, that I must send it in for servicing. This has been a 2month process at this point.