More nagging and they finally ship the computer
October 12-28, 2004
Alienware's manufacturing process takes so long that they send order status messages. Their process goes through (I think) 12 phases.
Originally, delivery was supposed to be September 23. In response to my query, on September 23, they advised me to expect shipment in the second week of October. When I called to see if there was anything that could be done to speed the order, they gave me a discount, but no further information or help on the ship date.
October 12 (second week of October) rolls along and Alienware tells me the computer is now in Phase 9 (Production: Assembly & Integration).
So how long does it take to assemble and inspect a computer, once all the parts are in (that was Phase 8, which started September 25, with the machine in queue for manufacturing until October 12)? A day? Two days?
I ran out of patience on October 25 and started shopping for another computer. If I had realized that the Federal Trade Commission's 30-day Mail Order Rule gave me a right to cancel, I would have cancelled the order at this point.
Alienware gave me a right to return the system, but they would probably charge a 15% restocking fee ($750 on a $5000 system). I didn't want to reward Alienware with $750 for their non-delivery of this machine, so I opened discussion of cancellation of the order:
However, they finally shipped the computer three days later, October 28.
Alienware's manufacturing process takes so long that they send order status messages. Their process goes through (I think) 12 phases.
Originally, delivery was supposed to be September 23. In response to my query, on September 23, they advised me to expect shipment in the second week of October. When I called to see if there was anything that could be done to speed the order, they gave me a discount, but no further information or help on the ship date.
October 12 (second week of October) rolls along and Alienware tells me the computer is now in Phase 9 (Production: Assembly & Integration).
So how long does it take to assemble and inspect a computer, once all the parts are in (that was Phase 8, which started September 25, with the machine in queue for manufacturing until October 12)? A day? Two days?
I ran out of patience on October 25 and started shopping for another computer. If I had realized that the Federal Trade Commission's 30-day Mail Order Rule gave me a right to cancel, I would have cancelled the order at this point.
Alienware gave me a right to return the system, but they would probably charge a 15% restocking fee ($750 on a $5000 system). I didn't want to reward Alienware with $750 for their non-delivery of this machine, so I opened discussion of cancellation of the order:
I ordered this computer in August and was told to expect it September 25. Your last update to me said it was in order status 9 (assembly) on October 12. It is now October 25. In the meantime, you are advertising that you are shipping other computers with 5 day delivery.They sent their usual automated response (acknowledge receipt of the message and promise response within 24 hours) but they never did respond to that note.
I needed this computer in September, and in October. I am beginning to look for an alternative computer. Please advise me when you will deliver this computer.
However, they finally shipped the computer three days later, October 28.
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