New Laptop: Dell/Alienware M11x R2
Thursday, August 19, 2010 by kvanalsUPDATE: Apparently there is some hope left in the world for consumers. I think it is worth noting that Dell has contacted me regarding this matter and has refunded my credit card the difference (a little over $90). I applaud Dell’s diligence regarding this matter. Hopefully Dell’s online ordering system will be corrected in the future to not give over-optimistic ship dates.
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First, I would like to say how happy I have been with the Alienware M11x R2. There are plenty of favourable reviews floating around on the internet, so I won’t waste anyone’s time with that here. Having said that, the lack of nVidia Optimus support on Linux (or anything other than Windows, such as Solaris) is discouraging, but the integrated graphics seem to do fine with most everything I need — I boot into Windows for gaming. I’m looking forward to the day that I can do everything from Linux, but I imagine that will be a long road.
Now for the real reason I’m posting this: I must say I am completely discouraged by Dell’s attitude throughout the process of purchasing this machine. If Dell is wondering why they are doing so poorly as of late, I would imagine that this would have a great deal to do with it. I decided upon the the Alienware M11x R2 after a few nights of research. On 7/18/2010, I was ready to place my order. I originally was going to purchase the M11x R2 under my employee purchase plan with the organization that I work with. For the sake of comparison, I checked out the Dell Home page as well. I was surprised to see that the price difference was negligible — only about $50 more for Dell Home. Another surprise was the estimated ship date — the estimated ship date was 7/20 for Dell Home and 7/28 for Dell Government. Being as eager as I was to actually use the machine that I was about to charge almost $2K to my credit card for, I opted to purchase the machine from Dell Home. The difference was only about $100. Thinking that it would be great to get all of this in by the end of the week, I opted for 2-day shipping, so that the equipment would arrive by Thursday, 7/22.
This is when it all started to go horribly wrong. Immediately after placing my order, I received an order confirmation email and shipment update email. Immediately after charging my credit card, the estimated ship date changed to 7/28 — exactly what it had been for Dell Government. Needless to say, I was a bit offended. The entire ordeal felt like a bait-and-switch campaign to me. Being only about a week later, I decided to not give it another thought, until 7/28 rolled around and I received an email update that my order had been delayed another week. My new estimated ship date was 8/3. I called Dell support, knowing well that they would be able to do nothing. They stated that they would note that my order should be expedited. Upon querying if I could cancel my order, I was told that there would be a 15% restocking fee, because the order was “In Production.” At this point, I either had to just wait and get my machine after being lied to twice or pay almost $300 for the privilege of trying to purchase a machine from Dell.
My machine ended up shipping on 8/2 and I received it on 8/4. I have been quite happy with the performance of the machine overall, but the ordeal of dealing with Dell will likely cause me to never purchase or recommend the purchase of another Dell machine ever.
Kenneth Van Alstyne
Systems Administrator