Dell Customer Disservice update/ NewEgg Rocks

Mar 20, 2008 at 5:08 AM
12 comments

So yesterday I finally manage to get a real live person on the phone with Dell. The following is a transcript of the conversation.

Dell: How may I assist you with your order?
Me: My order was canceled without my consent.
Dell: I will need the order number, your full name, address...
Me: [gives information]
Dell: May I place you on hold?
Me: You may. [I sit there and glare at the screen, ask my husband "why the @#$% am I doing this?", etc]
Dell: Your ordered was canceled due to a shipping delay.
Me: I consented to every delay.
Dell: There was an issue with shipping, and since it could not be shipped by noon of the 19th your order was automatically canceled.
Me: Is there any way I can be sure if I order something from you, it will actually ship?
Dell: Most orders process within three to five days and ship within eight.
Me: But not MINE.
Dell: there was a delay and it couldn't ship and so-
Me: It was canceled. Yeah, I noticed.
Dell: I have everything in line to resubmit your order, it should process within-
Me: I'm not sure I want to go through this again.
Dell: I can simply re-run this now, it will be over in a few minutes-
Me: [laughing] I REALLY don't want to go through this again. I'll take some time to think, but I've been looking for other options-
Dell: Dell appreciates your business and would like to take this order.
Me: NO. Thank you, but unless I can be assured that my order will ship, I don't want to place one.
Dell: Thank you for taking the time to call Dell. *click*
Me: Oh, dear GOD. [expletives redacted]

I then order from NewEgg. One day later, the order has processed, our addresses have been verified, we've been notified every step of the way and as long as the paperwork clears by noon, our orders will ship TODAY. Awesome. Love me some NewEgg.

12 comments

Comments

I don't believe they even ever said sorry to you! What asses. I wonder why sales people have yet to learn the power of an apology. Also, we have a Dell and if you call their support people I can never understand them. I understand they live in a different country and it's supporting their economy and I'm not asking them to change but when I call asking a complecated technical question I'd like to be able to understand the answer, it makes it much more difficult if I can't understand the language.

Next time I'll check out NewEgg. It's about time we get a new computer.

I have an HP right now and before that we had a Dell. It was a good computer and lasted for a really long time, but...yeah. I'm not ever buying Dell again now. That story is insane.

Sometimes it seems like these companies become too big and they can't provide the quality or service that they once did. It's such a shame, Dell used to be the standard and you could count on them. When it came time for me to upgrade last year the thought of having to buy (((shudder))) Vista or deal with Dell put me right off onto Mac...although that hasn't been all sunshine and roses either, I'm much happier overall.

Glad you liked Newegg, I'll have to keep that in mind if we ever go the Linux route for another machine.

"Most orders process within three to five days and ship within eight."

But we yank the money from your credit card within 60 seconds of you clicking "Confirm Order". Business is business.

Right?!

Pizzin off zee bloggers iz never a smart move... It was funny how many Mactavists you got on your last laptop post, which is funny kuz you've already transcended Windows... it kinda seemed like if you were a devout Bhuddist and then someone close died and all of a sudden the Christians around you are begging you to come to church. Wierd metaphor but I think it's apt...

And for your information I DO consider formatting a mac to put linux on it a crime. It's like being given a 16oz kobe rib-eye steak and then chopping it up to make stew.

Look at me with the metaphors today.

Yeah. And their nice email says "Dell will automatically refund the full amount any charges made", which makes me feel like I paid someone $735 to show me all of the wonderful things I could have and do and then to yank me around for 19 days before giving me the money back and acting like I should be grateful that I got back the full amount. Oh, wait, that's EXACTLY what happened.

shush now replied to Toe-Knee’s comment:
Mar 20, 2008
Reply

I wouldn't reformat a Mac. I'd just put Open Office on it, since that's what's on my PC, and it works equally well on both.

Gotta love systems that play nice together!

shush now replied to Jessmiloo’s comment:
Mar 20, 2008
Reply

I know! I was at LEAST expecting a "sorry for the confusion/inconvenience" speech. Nada. The lady acted really irritated with me, too, like it was SO AWESOME she was offering to take my money again and I was just being dumb.

You think THIS is insane? I found a story online about a guy who decided to resubmit his order, it was canceled again, so he resubmitted it a THIRD time and it was canceled, so he resubmitted it a FORTH time and it was canceled, he eventually talked to a supervising manager and got the name of the lady who kept canceling his orders to ask her why- and she gave him NO response.

At this point, he's still trying to get his computer. The sad, sad man...