Today at 9:13 AM
Good morning Dell,
I first of all want to say that I have enjoyed being a longtime customer of yours for more than 20 years. For example, currently my home has 7 laptops and 3 desktops from your company not to mention the many systems I have purchased over the years from your company. I am writing today to share with you an recent experience I had that seems to be counterproductive to the work you are doing to position Dell competitively in the world marketplace. Simply said, my experience is from a customer's perspective.
I have worked in the financial industry for over 20 years with an emphasis on providing solutions for our customers/clients that meet their unique needs along with striving to provide world-class service. Recently, I ordered online my second Alienware Aurora system. This one though would have been my "dream system" in that I took the time to order the top components offered in the Aurora ALX line. The order number is <private data>. I also ordered a few day earlier a brand new 30" UltraHD Premier Color monitor to complement my new Alienware system. Happily I received my monitor, TactX mouse and Logitech wireless MK550 keyboard in a very timely manner. Regarding the ALX system, it had a ship date of 5/8/14 and a delivery date on or before 5/12/14 per the conversation I had with a Dell phone representative during the first week in May. I called because I had concerns around the purchase price of the computer had not been deducted from my checking account after more than 3 days. To my surprise on 5/8/14 I received a call stating the system could not be built and that I would need to speak with the Substitutions Department to rectify the matter. The issue stemmed from the fact that the graphics card solution I chose (Nvidia GeForce GTX 690) could not be configured along with a wireless card and a sound card on the same motherboard. I was confused further in that the website allows you to select this option as a single graphics card selection along with the other components mentioned. I configured the same system again yesterday online with no compatibility issues mentioned. In fact, my current Alienware Aurora (purchased in February 2009) has an Nvidia GeForce GTX 660Ti card in it along with an Creative SoundBlaster sound card and wireless NIC. After being transferred on the phone three times, the Substitutions representative said "you will have to make a choice, either the wireless card or the sound card will need to be taken out of the system.". I shared that I have configured the system many times online with no compatibility issues, why then am I just now hearing of this concern on the date of my shipping? She said, "I am simply reading the instructions from the Production Department." I asked her what impact would eliminating a component have on my delivery date. She said she would have to "cancel the order and go to the end of the production line and wait another 7-10 days for my order to be shipped.". I asked if these were my only options as a longtime customer. She stated again, she was reading to me the instructions received from the Production Department.
Needless to say, I was extremely disappointed. I write directly to you Dell in hopes that the website would be corrected if the configuration I chose is indeed not possible to build so that no other customers experience the disappointment of choosing a premium system, waiting for more than a week, and finally receive a call stating our anticipated system could not be built. From a loyal customer's perspective of at least two decades, this type of experience causes not only a cancelled order, but sends a tacit message that our business is not valued. I do plan to purchase my "dream system" in the future. I hope it is branded Alienware by Dell.
Thank you for your time and my personal best wishes to you in your work to position Dell in the world marketplace.
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From A Customer's Perspective
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