What a freaking joke

Dell just cancelled my order after I waited with no EDD for a week, It was a replacement too. Status says "Cancelled"

I gave them one last chance to not screw something up and they cancel on me. I obviously checked my email and phone. ABSOLUTELY NOTHING From them. This computer is going back and I'll be demanding a full refund.

Called the order status hotline - the "rep" I talked to was sales.
Got transferred to order modification where I was told I could be helped, they told me flat out they can't help me and they were very rude and uncaring
Then got transferred to customer care, now hes transferring me to someone else because HE CAN'T HELP ME

Only way to speak to a company like this is with my wallet.

In the pit of my stomach the whole time with this I knew I should've gone with Origin PC or XoticPC. This is the poorest handling of a replacement I have EVER seen... I can wholeheartedly say that after seeing the complete LACK of quality control, customer service, and honor of replacement promises I won't be ordering a Dell product again any time soon.

^^ Just some notes I took when I actually talked to someone.

 

Just an update, after talking to the person I quoted the notes I took from:

They are building a 2820qm system with the same specs but don't have an order number. When I asked her why there was no order number "where I could see processing, shipped, etc just like before" she said something along the lines of her section not handling that.

I told her I want an order number I can track and see MY COMPUTER being built with the correct specifications and she told me she is getting it and put me on hold again. I told her I WILL NOT wait for an order to be placed again and I want one TODAY because I'm not going to be swindled into waiting out of the 21 day return period.. Sitting on hold now.

I also have no problem missing my first Dell Preferred Account monthly payment until I receive a working system. That's Dell's problem.. Credit score be damned.

 

Wow....I'm glad I didn't have any problems other than delivery service claiming it was out for delivery a day earlier than it actually was. I'm sorry you're having so much trouble with Dell. Unfortunately, their customer support can only be as effective as Dell allows/trains them to be. Working in similar jobs myself, I know what it's like when you're told exactly what you can and cannot do (even if you have access and know perfectly well if not better than the people working that department know how to) or worse, are just completely blocked out of doing anything other than a small set of tasks by the programs on the workstation you're sitting at. Add that to the fact that upper management likes to constantly change how things are being done on a daily (or sometimes every few minutes) basis, including procedures, phone numbers, group names within the service groups, etc etc...you end up having a bunch of apathetic or downright confused employees that are doing their best to do their jobs but constantly find that every time they catch up they're still 3 changes behind schedule.

I'm not saying that's the case here, but it quite often is and most companies that hire for customer service (even if it isn't out-sourced, which is often the case) usually don't hire the most qualified of employees, in fact they select against such, less qualified means they have to pay them less and that's all upper management cares about, is the bottom line. Even if you are qualified, including training and experience, to get a job with most companies you have to accept a significant pay decrease from more rewarding jobs that don't involve dealing with customers. Add that in to the fact that most competent techs also don't like talking on the phone (in my limited experience at any rate) and you get mostly people who don't know what they're doing by the time you get answered by customer service at any technical company. That's not even starting on the lazy ones...

 

Unfortunately this is common - you will not receive an order number for replacements. Right or wrong in the customer mind, this is how it is. What you can do is ask to be contacted by the department which is handling your replacement.

I suggest you do make that payment - credit is not something you want to screw up (especially in today's economy).

X3NIA, while I understand your frustration, we have a thread in place for posts relating to replacements, returns, warranty issues, etc. Feel free to post follow-up posts/q's there...

http://forum.notebookreview.com/ali...placement-systems-warranty-repair-issues.html

Hope it works out.