I am in the process of attempting to purchase an Alienware system. Built and purchased on line, "mail order", as your representitives call it. This has beent he worst purchasing expierence I have had with Dell. I have purchased over 2mil worth of systems from you at work without a hitch. When it comes to one system you fail. Here is how to fix it.
Manage expectations! When I order online the ONLY interface I have with you is that order process tracking, and it fails. My current order was suppose to be delievered on the 19th, then pushed to the 26th and now pushed to Feb 2 or 3. I understand it is only an estimate as your site says but I don't even think it is an estimate. I contacted Dell the day I expected it delivered to find out video cards were not in stock. Really? Is your Estimated shipping date and inventory that far removed that you did not find out about it until the day I expected it?
If the interface you provide is not accurate, it is useless and of no good to you or me. In fact my estimated ship date still show tomorrow when I know you won't even have the video cards until the 27th.
1. Provide the customer with accurate estimates, not the joke that is currently displayed
2. Don't start off the customer expierence with, "we are sorry for the delay here is 100 bucks for your troubles"...we don't want your money we want the item we purchased within a reasonable time that is agreed to when we order it (you tell us an estimated ship date when we purchase it...put some effort into making that accurate)
3. Your customer service reps need to have a united front. I have spoken to multiple individuals and gotten multiple different status updates.
4. See how your Fed sales does it....they get it right.