I would like to start by requesting that all consumers with an issue with Alienware go to the fair trade commission site www.ftc. Gov and log a complaint there. The more complaints they get the more likely they are to investigate and impose fines.
The BBB is also a good place to file a complaint.
On November 15th, I sent the following complaint and request to Alienware regarding their pricing and promotions.
"I attempted to place an order online at your site last night for an Area-51 7500. I applied for credit online since the site indicated that this was preferred. I was sent an email telling me that my credit was conditionally approved pending coming to your corporate headquarters in Miami to complete the transaction with a photo ID. I live in Dallas.
I could not check out with the system as I configured it because I did not have the credit card number for your special credit offer. I called your 800 number to ask for help at about 10 PM and got a message stating that you were closed for the day.
I called this morning to attempt to complete my transaction. I was told that the base price of $1896 was no longer valid, although I could still bring up the following page which has this price http://www.alienware.com/Configurator_Pages/Area-51_7500_r3. Aspx? SysCode=PC-AREA51-7500-R3&SubCode=SKU-DEFAULT along with the offer of free shipping and a $100 rebate which it states is worth a total of $200. Anna, the sales rep was very polite and professional and she had a talk with her supervisor about the base price and came back to say that it was fine, asking me to complete my configuration of the system and give her the "save ID" so she could see it.
Having done that, we had a price of $3319, which I was then expecting to drop to 3219 with the rebate (free shipping was already shown online). However, as Anna worked to complete the transaction, she quoted me a price of $3362.35, explaining that the free shipping isn't really free shipping since shipping costs more than $100. I suggested that the site should not advertise it as free shipping then and furthermore, in the online version of the transaction, shipping was 100% free. Also, I was expecting the $100 rebate as advertised.
Anna went to her supervisor again, but came back to tell me that the supervisor told her that this offer ended yesterday...
The web page referenced above, which I can still access, continues to show these special offers and no expiration date is listed. I believe it is my right as a consumer to receive all advertised specials posted on your site at the time that I am on your site placing an order. Plus I had attempted to complete the order the day before, but their system would not allow it.
I would like a refund of the $143 extra I was charged."
All reputable companies that I deal with would certainly honor the rebate simply because I had a credible story that they could verify of attempting to order the day before when they claimed the promo was in effect. Plus, the offer still existed on their website when I did order, creating a legal reponsibility to honor it.
I have received a series of responses and lame excuses from them since I sent this email, but they seem to think that they are infallible.
Can anyone suggest another gaming system from a reputable company?
Thank you.
0 comments