- Average user rating:
- My rating: 0 stars
Full user review
-
1 out of 1 people found this review helpful
2.0 stars
"Alienware customer service flops"
Pros: online ordering was great,the whole process is cool and fun
Cons: Don't make any changes, or you will be in Alienware limbo
Summary: ordered on Dec 18 recieved order confirmation on the 19th. did some more looking and decided I would make two changes to my dream laptop better GPU and bigger HD. I called the order dept and spoke to Steve asked for his opion on my changes and if he had any other recomendations (upsale) he said it cost more so it should be better. ok so he really didnt know but it was my system and I was happy, so I asked Steve to verify that none of the new parts were on back order. He did and told me he had updated the order. I asked for a new invoice reflecting the changes he said I would get an e-mail. at this point I was very happy with my choices and Alienware. So I get the email the next day asking me to rate how my changes were handeled at this point I'am very happy its been three working days from my original order and Alianware has been on top of everything. this is great. 2 days later no email no invoice no updates. So I email the order change dept agian and ask for system build sheet and what I'am being charged. This is what Iget back from Armondo C "Please note that, you will receive a Sales Invoice in a black binder inside the system's box, with the details of the components, prices and promotions of your order.
On the other hand, I am glad to inform you that your order is currently in Phase 5 (Assembly). Once an order enters Assembly, it usually takes around 5-7 business days for it to be finished and ready to be shipped." Ok so back on the phone I speak to Mike he tells me he sees the new GPU but not the HD he says he,ll handel it he assures me it wont be a problem. I say ok I will call tomarro to ck on it . and I get this email from Maria L "According to your account information, your order PO+++++ was shipped today, December 30.
Unfortunately, we have been informed by our Order Change Department that the changes you requested were rejected, and they were not able to process them due to the advanced stage in which the order was." I made the change on the 2nd working day of my order bieng placed they got the GPU but not the HD ? I call the change dept he says its up to customer service now. sorry for the trouble you'll need to pull the HD out and send it back then will send you another one . as buisnes ownwer I have never considered "REJECTING" my customers plans to spend more money with me . Sorry for length and I know this is more about the company then the laptop but when your spending over 3k you need the whole package unless there is a major shift in there customer service this will be a 1 time purchase if I even accept the package. I so wanted to be amazed by this product. when you pay a premium for a brand like Alienware its for the service and if they dont provide that there is no point. You can buy the same components without the name for much less .
