Continuing on with this seemingly endless thread I thought I'd follow up with the good news: A cheque arrived... A cheque. Not THE cheque. Yeah... here we go again.
After trying to track down the cheque that never showed up I made a couple of attempts to contact the guy whose email I had. I sent him a couple of notes- the first was pretty polite and basically to the tune of... haven't heard from you- please send me an update. I received a "I'll call you this morning, what number?" I sent it to him and never heard from him again. Ever.
I sent him another email looking for that confirmation I was promised... nothing. So I sent another one telling him to pass my messages on to his manager so that he could wipe his hands clean of me and put my heap on someone else's plate. That didn't happen either (didn't figure, but was worth a shot.)
So I had to start all over again- basically. Called the number above, 4, 3... then talked to a couple different people. Was put on hold a few times- waited 15-20 minutes each time (depends on what I was doing generally)... finally talked to someone who was able to pinpoint that my case was being handled by Dell Financial and that it would be 3 weeks for them to process the cancellation. I became abrupt and suggested he put me through to someone in charge because I'd been told that a few too many times and clearly there was some information missing. Of course, that put me in the abyss again and resulted in being put through to dell financial "preferred customer" who couldn't help me anyway- then they put me through to dell financial in Canada but their system was down for maintenance and said "call back in 2 hours."
I called the legacy number back and talked to someone who, after I'd had a chance to vent how frustrating this experience has been, nailed my account down enough to say "the cheque will be there on the 25th of November." This was after being put on hold for over 10 minutes. That's why I tend to wait on hold as long as I do with 15-20 minutes being quite common... consistently when these guys go digging for info it takes FOREVER.
On Nov 25th I got a text from a buddy of mine saying a cheque arrived. It was about $2000, which is barely half of what I THOUGHT I was going to get with the 15% taken off... and less than half of what was ultimately promised following months of pursuit.
So back on the phones... talking to random guys- trying to get in touch with the manager I'd talked to before... no joy. Talked to some guy named Steven who put me into the abyss... and then a real saucy type named Marco who could barely stifle the laughter at my frustration and quite hapily just resigned me to an automated prompt that was supposed to be his manager. This after he said "okay, the person managing your account isn't in- but I'll see if I can find someone else who can help you." Well played, Marco. I can't help but imagine that call center- these guys just bounce people who are past the point of infuriated back and forth amongst one another and see who can get the biggest rise.
Today some guy I'm calling "mumbles" put me through to the automated system again... and then I got on the phone with a guy named Maykol- Maykol probably got the worst of my manners but he did laugh when I asked if they put people through to the automated system to knock us down a peg. In hindsight it wouldn't surprise me... so know as you read this that I'm not going at it all blind with rage- but I tried to be civilized yesterday... explaining what happened and saying I was going to go about it as politely as I could in hopes that it would get me more mileage than being abrupt and impatient.
That got me put on hold for 20 minutes the first time. Thanks Steven. Jerk it is then!
Maykol obliged me by not putting me on hold and instead just muted his microphone so I could check that he was still there. He's looking into the file and also sent me his email. In his email signature he has a link to his manager... Yeah, you know that's getting a letter.
Anyway folks... I know this seems like a diary of eno's gripes with Alienware- but I maintain if you end up trying to get a computer fixed, or a refund... or cancel... or whatever... this is what you have to look forward to.