Dells customer/sales service

What's up with Dell? i mean i order a 2k(euro)+ laptop last Thursday online and only so far a acknowledgment email and no confirmation email and from what i can see no funds taken out of my account. , Dell do you not want my money?

This is kind of worrying, i know it's a great laptop but if things go wrong with it am i faced with the same delays?

 

Not to be a downer but to be honest Dell is NOT that great when it comes to customer service or tech service or sales either. I bought an Alienware 17 and its the last and only thing Dell I will ever buy. I had to practically pull teeth to get them to exchange the first one they sent me because it was blue screening all the time and that was after getting denied once already for an exchange because they said I put an "third-party HD" in my laptop. First off everything is third-party in their laptops. The only thing that makes anything Dell certified is that they install it or buy it from them. I even tried to order new memory for my laptop and they kept trying to send me desktop memory. Its like I knew more than their sales team did about computers. It was almost the same way as their tech support. They can sometimes be very rude and they always want to just connect to your computer remotely to do everything and then see if it fixes the problem. There is really no explanation for anything that they do or its tough to get them to guide you through the process over the phone. Honestly man, you ARE getting a BEAST machine but everything else falls short IMO. I would call them and start asking about what is going on. Try to give them all the info you have or can.

 

I have no idea how you got through all the problems, but all I can say is that that I have never faced any issues with Dell sales nor customer service. I cannot even tell you how the technical support has been always; really taken care of me.

As per Micky 32, sometimes orders placed online don't go through and its always better to do it through a sales rep. Either by doing this online (chatting with them) or giving them a call. On top of that you will definitely benefit of some kind of discount and / or some extra gadgets.

Best of luck guys. Please remember that not everyone gets into problems, sometimes all depends of your luck, the way you talk to your sales / customer representative and the most, the place where you live (country).

 

I have to agree with Juliant, even though I have had numerous HW issues, dell have always looked after me and in almost all cases an engineer with the parts is there in a day or two .

I wonder if it is just poor communication. Hitting a first-level tech with 'I know what's wrong, it's xxx and needs replacing', or getting angry, starts a call on the wrong foot. Let them go through their check list even if you have already done what they are asking for. You're not going to get an 'expert' on the first call and if the guy is out of his depth they do escalate to second level. I've had this and got to speak to a guy that was prepared to build what I was trying at his workshop saying he was sure he could find the parts - awesome, he could have just given me the stock 'unsupported' reply but he was as interested as me in seeing if what I wanted to do was viable.

I had the same issue as another poster here with getting my first replacement. I had bought an M18x and it was faulty from day one. I called it in asking for them to send another one. Nope, 'we will refund you and you can re-order'. Very strange since you would expect any supplier to want to send you a replacement rather than a refund but I have seen others say this so I didn't just get a lazy tech.

For purchasing I always build my machine on-line (although the new limited options are poor ) and save the quote. Then call in, point the guy at the quote and ask if there is anything he/she can do to reduce the bottom line a little? I have purchased three AW laptops now and I have always managed to get ~10% off the final price . Of course this depends on the country operation and all offers are country specific. If the AW laptops are selling well then don't expect too much in the way of discounts but you should try

All the best and good luck!

 

I phoned Dell this morning. To be fair got through quite quickly. He quickly got my order up from my details and was putting it through. Gave me a delivery estimate of the 29th April ( was 18th on website at time of order), he also gave me a ref number incase i want to call about it again. here's hoping ;-)

 

They're not allowed to charge you for the system because it technically does not exist yet (in production) which is why they didn't take your money right away. Right before it ships, you'll be charged in full. If the funds aren't available, they won't ship the laptop.

 

Ah right, good to know... however they do qoute on the acknowledge email that a confirmation email will be sent and put in production when funds are cleared, so thought they may have taken it out beforehand.

 

They do, temporarily. It's a check to see if the funds are available before production begins. They take them out and put them back in until it ships, then take them again, lol.

 

Dell has absolutely terrible customer service.

I will still buy the hardware but I'm not going to pretend like there is no problem.
All I can say is hope you don't run into any problems.

Sent from my SGH-T999 using Tapatalk 2

 

To be honest, I have never really had any problems with service... only one of my computers has had issues that they couldnt resolve. But the problems are being resolved with a new computer

Dell has always been great for me.

 

I think for someone who has never dealt with Dell would be a little turned off. For us veterans who've been with Dell/Alienware for years, we are mentally 'trained' so to speak and know how to work it in our favor. With this in mind, they're great, they take care of our issues, and provide awesome service... but for the newer customers, not so much.

 

This . +1

 

Very very true. Being a season "dell" owner I know the process.

 

I can agree with this.

 

Agreed but I've not been with Alienware for years.. Started with the M17x R4. But you learn to how to work with baby dell.

 

Even after talking to someone nearly 2 days ago now still no confirmation email. When i put the order number in and the 9 digit number he gave me on the phone to check my status the numbers don't exist..

Not sure i'd have confidence to deal with Dell in the future.....

 

Yeah I'm not sure how to deal with Dell very well. Any advice from the guys above would be great. Just pm me or post here. As for the op just call them and ask again. Do not get off the phone until you have an answer you want. If the guy on the phone doesn't help much ask for the supervisor or manager. To me that's been the only way I've gotten things taken care of before.

 

There may be progress, Seems the money is finally taken from the credit card.

 

Actually J.Dre when you place the order, the first thing that happens is to check your credit card and immediately you get a hold on it. Dell will not withdraw that amount from your credit card but you will not be able to use it either. Example: if your credit card limit is $4000 and your system cost $2000, it should show on your online balance (if you use online banking) that you only have available on your credit card the balance of $2000. That doesn't mean the $2000 is taken out from your cc, is just on hold until the day when your system ships out and its on it's way to you.

 

Finally a confirmation email arrived, and it says it's shipped 15th April.

 

I was referring to debit cards, which reflect instantly on your bank account balance, which is why I saw the money leave for a day and come back. Credit cards work a little differently. Either way, they check for sufficient funds and then after it has left production, you're charged in the full amount before shipment. Of the five or six Alienware's I've ordered, that's how it has always worked.