M14x Order Status Discussion

First, I wanted to make a recovery disk right away, but I could not write at all to the DVD drive - there went one hour of tech support... BUT the tech guy did get it fixed. Next, I needed the 64GB mSATA to be set up as a cache device, but needed to reinstall Windows 7 to do so. In the meantime, I had to phone up a new tech person for that, who refused to listen to what I needed and had me reinstall the factory settings - wasting an hour and a half before he read the notes from the last tech guy and decided that YES I have to reinstall Windows 7... say goodbye to another hour and a half. Then all the drivers had to be reinstalled - another hour. Then, once it was all working as it was supposed to, I wanted to make the recovery disk. But then AlienRespawn would not work... wasted another 2 hours and about 8 DVDs on that before I finally gave up and used the Windows 7 image copy and repair disk program. It was a very frustrating first day. My laptop showed up at 9:15 a.m. and I finally got off the phone with tech suppport at 7:30 p.m. Anyway, now that it's all ok I love the laptop. It's solid and looks great and is very fast.

 

To those that it may concern at Dell/Alienware,

(For order information please contact me)

Hey Dell and Fellow Forum Readers,

The purchase date was on February 8, 2013, with an expected delivery date of February 20, 2013. I ordered next day shipping and the most basic model in hopes that the computer would arrive to me "on or before the 20th" as promise and documented in Dell's emails sent to me after I bought the computer and by customer support on the phone. I received an email on February 17, 2013 stating that my order was shipped. However the email did not contain a tracking number and instead including a link to the "order details" page. When I clicked on that link it bought me to the status of the computer which still read "In Production," re-reading the email, I noticed that Dell asked I wait 24hrs for the carrier to update it's tracking information so on the 18th I re-checked the order details expecting to see the tracking number and that it was shipped. It, however, wasn't shipped and there was no tracking number. I decided to overlook that thinking that they would probably just ship it out the next day, the 19th, and update all the information then. On the 19th I checked the order status once more only to find that the computer was STILL "In Production", fearing there was a part shortage or something of that nature I called Dell where I was assured there were NO delays and that my computer would be shipped by the end of the day. Satisfied with the call I continued my day and around 9pm here in Hawaii I checked the order status once more only to find that it was STILL "In Production." Frustrated, I called customer support again and was forwarded to an automatic phone service that informed me my order was shipped and that I should get it by the 20th. Satisfied and assuming that there was just some miscommunication with the different departments in updating the computers status I went to bed looking forward to getting my computer in the next day. Today, the 20th, the computer is still listed as being "In Production" and the automated service still states its been shipped. Concerned though, and wondering where my computer was I chatted with customer support online where they proceeded to tell me that I should still receive the computer today and that there has been problems in the past with miscommunication in different departments with order status and tracking information. It's now about an hour later and after checking with my schools mail room, who hasn't received my computer (they also stated that FedEx had already come for the day and doesn't usually come back), I gave customer service another ring. The lady on the phone stated that my computer was not shipped and that she would assign a customer care specialist who would call me with updates. Knowing that there had to be some miscommunication, and already having been promised a representative, I asked for her manager. I am at the moment on hold, waiting to speak with the manager, after 45 minutes of waiting still have not been talked to. All I want is my computer, I can't understand why it wasn't here on time, especially when I payed EXTRA and with NEXT DAY delivery. I say all this to say that I am very unsatisfied with Dell and Alienware at the moment and need some kind of clarification as to WHY my computer was NOT shipped on time or AT ALL, and why I don't have it in my possession at the moment. After getting that cleared up, I want some kind of compensation, either a rebate, upgraded components or some kind of accessory. Especially since the computer I bought is now on sale for an EXTRA $50.00 off which I did not receive.

Please contact me soon. I am sorry for the frustration, I was just really excited to get my computer, and am disappointed I don't have it. You guys could have had a lifelong customer.

Accordingly,

Austin

 

We received your e-mail and will handle it internally with you to avoid any security concern down here. I just checked the order myself ad it is on the consolidation process of the Production, meaning that it was already tested and it is currently waiting to be shipped. While the computer was being built we had a part outtage that slowed the process a bit but it should ship anytime soon. As far as compensation for the issue we normally don't provide this type of things but we usually work on a case by case basis. Let us take care of the issue for you. I will continue working with you over the e-mail. Since you paid for the rushed shipping we might be able to do something but let's do it one step at the time.

I'll do my best to help you.

Porras.

 

To those that it may concern at Dell/Alienware,

Hey Dell and fellow Forum Readers,

(For order information please contact me)

The purchase date was on February 8, 2013, with an expected delivery date of February 20, 2013. I ordered next day shipping and the most basic model in hopes that the computer would arrive to me "on or before the 20th" as promise and documented in Dell's emails sent to me after I bought the computer and by customer support on the phone. I received an email on February 17, 2013 stating that my order was shipped. However the email did not contain a tracking number and instead included a link to the "order details" page. When I clicked on that link it brought me to the status of the computer which still read "In Production," re-reading the email, I noticed that Dell asked I wait 24hrs for the carrier to update it's tracking information so on the 18th I re-checked the order details expecting to see the tracking number and that it was shipped. It, however, wasn't shipped and there was no tracking number. I decided to overlook that thinking that they would probably just ship it out the next day, the 19th, and update all the information then. On the 19th I checked the order status once more only to find that the computer was STILL "In Production", fearing there was a part shortage or something of that nature I called Dell where I was assured there were NO delays and that my computer would be shipped by the end of the day. Satisfied with the call I continued my day and around 9pm here in Hawaii I checked the order status once more only to find that it was STILL "In Production." Frustrated, I called customer support again and was forwarded to an automatic phone service that informed me my order was shipped and that I should get it by the 20th. Satisfied and assuming that there was just some miscommunication with the different departments in updating the computers status I went to bed looking forward to getting my computer in the next day. Today, the 20th, the computer is still listed as being "In Production" and the automated service still states its been shipped. Concerned though, and wondering where my computer was I chatted with customer support online where they proceeded to tell me that I should still receive the computer today and that there has been problems in the past with miscommunication in different departments with order status and tracking information. It's now about an hour later and after checking with my schools mail room, who hasn't received my computer (they also stated that FedEx had already come for the day and doesn't usually come back), I gave customer service another ring. The lady on the phone stated that my computer was not shipped and that she would assign a customer care specialist who would call me with updates. Knowing that there had to be some miscommunication, and already having been promised a representative, I asked for her manager. I am at the moment on hold, waiting to speak with the manager, after 45 minutes of waiting still have not been talked to. All I want is my computer, I can't understand why it wasn't here on time, especially when I payed EXTRA and with NEXT DAY delivery. I say all this to say that I am very unsatisfied with Dell and Alienware at the moment and need some kind of clarification as to WHY my computer was NOT shipped on time or AT ALL, and why I don't have it in my possession at the moment. After getting that cleared up, I want some kind of compensation, either a rebate, upgraded components or some kind of accessory. Especially since the computer I bought is now on sale for an EXTRA $50.00 off which I did not receive.

Please contact me soon. I am sorry for the frustration, I was just really excited to get my computer, and am disappointed I don't have it. You guys could have had a lifelong customer.

Accordingly,

Austin Harshberger
E-mail: [email protected]

*UPDATE*
I just got off the phone with the manager after about 1hr and 15 minutes of waiting, as to be expected she did nothing but apologize for my inconvenience. She stated that the reason my computer didn't arrive on-time was because they ordered it from another country who did not fulfill the production time in the time frame they had expected. When I asked why I was not informed of the delay, or notified of it when I ask very specifically if there was one all she did was apologize. I asked her if she knew where the computer was, she responded very condescendingly saying that if she had known where it was located then she would have told me it's location. She proceeded to say that she would assign a case specialist who would call me tomorrow with updates. I find that interesting considering that she mentioned they, over at customer service, wouldn't even be informed of the computers location for at least 48hrs. I asked her who was in charge of building the computer and if there was a way I could be transferred to talk with them, she said that they do not take phone calls and their isn't anyone who is specifically responsible for the delay. I mentioned to her that maybe if they had some kind of accountability there wouldn't have been the delay to begin with and that if there was a delay, then person responsible could be criticized, fixing the problem for any future customers. She discounted my theory saying nothing and condescendingly apologized once again. She then stated that she would talk to the packing department and mention to them that I was having problems with delayed shipment times on a repeated basis, but I find that interesting considering she said there was no department she could transfer me to in order to talk with and that no one person was responsible. I ended the call, thanking her for all her help (just to be polite) and hung up about 1hr and 30 minutes later disappointed with the level of useless conversation and numerous unanswered questions. Still very frustrated and with no resolution or information on the location of my computer or the time I might get it, I find myself helpless with nothing left to do but to hope there is something Dell can do to make this experience better for me and for any future customers that this may happen to. I hope to goodness that they ship my computer soon and will post any updates as they come along. Happy Wednesday.

-Austin

 

Thanks for helping, Luis! You rock. Austin, welcome to the Community. We are glad to have you here.

You're in good hands with Mr. Porras. I see you removed some of your personal information. I removed the rest of it. Luis has all of your contact information and it should not be posted for public viewing. Also, please do not cross-post the same information in more than one place.

As you are new to the Community, please take a few minutes to review Forum Rules.

I look forward to hearing that Luis helped you get things sorted. I am going to close this old thread as previously requested and move the relevant posts into the Order Status Thread.

 

Hey guys im new here, nice to meet you all.
my order status changed to "shipped" yesterday, saturday 13/4. About half a day after that they updated a fedex tracking number. I clicked on the number and the fedex website showed up with "Not Found". Do you guys think that Dell gave me a wrong tracking number? The estimated delivery date is 19/4. Thank u guys.

 

Well ive read the last 100 or so pages of this thread, and I completely understand what everyone is going through. I placed my order thursday, may 9th around 6pm EST, by 8pm my payment was processed and the laptop listed as in production. I chose 2 day buis shipping, but during my component selection was warned that the 2gb 650 could add up to 5 days. Im located in NYC, and from what ive read in this thread, the far majority of late delivs or delays seem to happen outside of the u.s. Here is my timeline so far:
May 9th: Order Submitted
May 9th: Order processed and listed as in production.
May 12th: Still showing in production
Estimated Ship date: May 28
Estimated Arrival: May 30

Here's to hoping for a quick turn around and delivery either this Friday the 17th or Monday the 20th. Will keep you all posted.

I7 3630qm, 16gb ram, 2gb 650m, 500 gb 7200rpm, 900p display, killer wireless, Stealth Black.

5/13 update: I called dell to speak with a rep, to see weather or not for sure the 2gb card was out of stock and see how long they expect the delay to be. The man I spoke to seemed to be helpful, but I felt like he was just reading from a script, he had me transfered to his supervisor. His supervisor was very nice, and assured me there were no delays with any of my components, and there were no delays. I asked if they could bump me up to next day shipping as a loyal dell customer (i usually finance a computer every 2.5 years or so) and she did that. She also assigned me a case rep to give me periodic phone calls with updates, and also marked my order as please expedite. I can confirm they did indeed give me the next day shipping, as my EDD has gone down by 1 day and it also says NBD shipping as the shipping methond. Hoping (fingers, toes, even legs crossed) that maybe it finishes production in the next day or two, and Ill see it the following day. Is anyone familiar with what happens once the machine is built? Where are they built? Do they go through some sort of testing/quality control process, or do they build em, boot em, and then ship em?

 

Brand new thread where you can discuss the order status of your new Alienware 14 this way:

http://forum.notebookreview.com/ali...estions-order-status-discussion-part-3-a.html

Enjoy!