Dell, here is my buttocks. Kiss at will.
You know that laptop I ordered? The order was delayed four times and then Dell canceled it without my consent. Their email to me yesterday said, "email this address, call number XX at extension XXX, or click this link to ensure your order will be held." I did the first and the last thing and made an attempt at the second, and they STILL canceled my order. So I write them this letter:
RE: ORDER #XXXXXXXXX
I ordered a laptop on the 1st of this month and was told at that time it would be 3-5 days to process the order- when the ordered processed I was given an estimated delivery date of the 13th. It's currently the nineteenth, and after not one but four shipment delays the ordered was canceled. I followed the instructions and sent an email to the address I was given as well as going to Dell's website, but I searched all over the website and found no link to click or any further instructions on how to ensure my order would still be shipped.
I tried calling the number yesterday and dialing the extension, but I was caught in an endless loop. I would dial the extension, the automated voice would tell me to wait for connection, I'd be bounced back to the menu and I'd dial the extension, wait, get bounced back, etc.
I tried calling the number again today to reprocess the order, to the same result. I can assure you I did what the website says:
"please contact Dell's Sales Representatives at [redacted], option 1, ext. [redacted] for assistance."
I was never connected. Never. I was bounced back and forth for a full thirty minutes before I gave up. I tried hanging up and recalling, only to either be told that the lines were all busy and to call back later or to just continue back and forth in the never ending vortex of doom that is pressing one, entering the extension, and ending up back on the main menu.
I would very much still like to have my laptop, but right now I'm not sure it's worth the effort to try to purchase it from Dell. Please tell me what issue there is that has caused all of these delays and how I am in fact to be sure I can reorder and hold the order, or I'm telling everyone I know to never use Dell. I'm not sure any laptop is worth this hassle.
I would appreciate a timely response.
~L
This is their response, thirty minutes later:
Thank you for your response. Please accept our sincere apology for any inconvenience or confusion this may have caused. We, Dell's Delayed Order Notification Team, are solely responsible for informing our customer(s) about potential delays to the shipment of their order(s). If you would like more specific order information you may contact one of our customer care representatives at [redacted]. You may also check the status of your order at [redacted].
Thank you,
Dell Inc. Notification Team
I'm guessing that the clerk didn't read my email, and this is a canned response before forwarding the message to the appropriate party. Because, honestly, that is a woefully insufficient response to my query.
If by tomorrow I haven't gotten a reasonable response, you can bet NO ONE I KNOW will EVER buy from Dell again. I have this power- I will use it.
Dell, here is my shiny clean perfumed buttocks. Kiss at will.
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Comments
Sorry you have to go through this hassle, though. It shouldn't be that hard.
I had a very similar experience with Dell and I was thoroughly disgusted with this company that had (emphasis on "had") a reputation for quality products and great customer service. My ordering problem was just the beginning. Since I have owned the laptop (since Sept 07) the letter T has fallen off the keyboard and the cd drive fell out.
I am at fault for this. BECAUSE after I purchased my first Dell product in Aug 06, I swore that I would never ever again buy from Dell. I guess I have to learn the hard way. But this time I mean it.... NEVER AGAIN!!!!!
Totally.
"customer service" frequently means being f%&@*ed. It's endlessly frustrating -- I'm so sorry it turned out this way fo you -- phooey on them!!!!!!
btw -- you've just given me ANOTHER reason to never ever buy anything online or over the phone or anywhere I can't pick it up and take it with me. Its all just to scary and out of control to suit my nervous Nellie disposition.
Am I ever!
Buy it, Once you go mac... well you get the rest
Goodluck.
:)
Yeah, I have pianist fingers. My ring finger is a 4. My husband might want to use the laptop, but for $349, we could buy TWO!
Awesome.
I did phone based customer service for Gateway Computers for a little over a year. There were many times that I was appalled at some of what we had to tell the customers.
Tech support for Dell and Gateway were in the same building. (I worked for an outsourcer.) After some of the stories I heard I was surprised at the number of repeat customers both companies had. I wouldn't buy a Gateway or a Dell.
Good luck!
It's been, oh, 19 since I placed that stupid order! I am SO angry!
I adore you, you silly man.
I love my Mac to little Mac-ettes.
Serious stuff out of the way, with which perfume do you anoint your clean and shiny buttocks? Do the little tiny fingers help? Such an image. I should go into customer service. ;-)
My husband built our PC out of things from Newegg and Ebay, it's been like a rock.
No more pre-made stuff from Dell. No, no, no. We'll build our own or go with something more reliable. This is insane. The laptop was COMPLETELY standard, COMPLETELY bare bones, there is NO reason it should have delayed so much. The only "option" that was changed was Linux office suite instead of Microsucks, I mean, Microsoft. Ridiculous.
Once you go Mac, you'll never go back. I hate having to work on a (Dell) PC at work. I keep trying Mac shortcuts and they don't work. It's a pain.
And while we're at it, can we throw Sprint into the ring of companies whose customer service BLOWS?
If I had the money, I'd definitely go Mac, as they seem to hold their quality better over the long haul.