Alienware Complaint - Billing Run-around
For the first time, I had decided to buy a built computer, and not build my own. This decision was made due to time constraints, and the need for an actual warranty for the entire system. Before I would have to contact each vendor individually if a problem occurred. I had been looking into several companies such as VoodooPC, Falcon Northwest, Monarch, Alienware, and others. I settled on Alienware due to their use of parts I would use, and wiring quality. I knew ahead of time that I was paying a premium to get a computer that was built right, but I was willing. The problem occured when it came to actually PAYING the bill. Was it due to lack of funds? No, it was due to some internal problem between the three blind men of Alienware; Sales, Financing, and Billing. Like the three blind men trying to describe an elephant, all three parties were apt to blame the issue of not recieving payment on the other. The problem first happened when I noticed that my order was in stasis at phase one. Phase one is a phase that means they basically have done nothing yet, but have recieved my order. After asking them, they told me the average wait was two days. Two days to take my money from the ALIENWARE credit card? Keep in mind, they had recieved my paperwork for the card on the 25th of March. There's a reason for me mentioning the date. After two business days, and no results, I called. I transferred between departments until they basically told me in corporate speak that they had no idea where on God's green earth my paperwork was, and that I should call THEM in 24-hours. My ire was raised, but I remained polite, as no doubt their recorded for training purposes phone system must note. I called the next day after, and was told that FINANCING e-mailed an "agent" to tell them that they had found the paperwork. They told me to wait 24-hours. I called the next day (exactly 23hours later), and was told it wasn't 24-hours next. Apparently while losing paperwork is common, they are punctual with customer service failures to a T. I called one hour later, and was told that they'd send ANOTHER e-mail to some "agent". The NEXT day I called, and was now becoming livid, but restraining my anger. This time... they told me... to wait... another 24-hours. It was now the 30th, and after having had my paperwork for over a week, and then taking five days to try to accept payment from THEIR credit card, I had enough. I told them that I wanted assurance that I would see a resolution in 24-hours this time. I was also strained to my wits trying to remain calm, and I know the poor girl at billing knew it. As of the 1st of the next month, they have finally accepted payment from their card. I understand delays in building, shipping, whatever. I run a busniess as well. But delays in taking my money is ludicrous. After such a downer after I had felt so good about ordering an Alienware system, I'm still half-tempted to cancel. How can one run a business and make it so hard to take payment? I'd hate to see what happens with REAL problems such as a faulty system.
More Reviews on Alienware: