Dell won't replace M1330, tell me something different every call

I'm really aggravated with this, and could use some advice. Sorry for the long post. The short version is dell sent my m1330 order to the wrong address, and then told me DHL would pick it up and redeliver it to me. About 5 calls later, and after I go look to see that there is no laptop at the wrong address that they delivered it to, the next CSR I talk to tells me that DHL dosen't pick up and redeliver packages and that I never should have been told that. That CSR files an replacement request and says I should have it in 3-5 days.

I call back in 4 days, the next CSR say 3-5 days is wrong, it will be 7-8 days and that he will call me back. The 7-8 day guy doesn't call me back, so I call and speak to a manager who says there was a replacement request, but it was canceled, and he doesn't know what happened. He goes on to take a very accusatory tone and tells he cant say when Ill have my laptop, but if the replacement request gets fulfilled as it should it'll be 5-7 business days. For the full account, see below (typing all that out was not as cathartic as I hoped).

Should I just cancel the order and be done with it? Im out of town the next 2 weeks, and I had to change the address again Im just praying it be sent to me there within the next two weeks. The last call I had really aggravated me as the manager started sounding as if he thought I was trying to scam dell. I filled a complaint, and have talked about canceling my order, but in reality the m1330 is really the laptop that best fits my needs as well as what I really want. Do I even have any means of recourse sort of filling a complaint with the same manager who stopped just sort of accusing me of trying to scam dell? I still don't even know when ill get my system. Any suggestions would be greatly appreciated.

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Long version


I ordered an M1330 on 8/20 and the expected ship date was 9/25, i also had a mouse, the free bag and a thumb drive in the order. The far out ship date was a little frustrating, but I knew they've had loads of delays and had just started padding the ship dates. I was moving to a new apartment at the end of August, so I know was expecting to change the shipping address, but at the time of the order I didn't know my exact new address. But with almost 5 weeks till it ships I figured I have some time to deal with it.

I move into the new place, and have all kinds of moving issues (sill can't get broadband yet) along with other non-moving related problems but I finally get access online and check the status of my order on 9/6. I can't believe it, but the status of the order has already been changed to shipped a whole 19 days early. I immediately called Dell to see if it was to late to change the address, because I'm not going to be able to get to my old address to receive the package. Leading me to my first call.

1st call- I call and ask a CSR if I can still change the shipping address, he tells me the status has been changed to shipped, but the shipper, DHL, has not picked it up so he can change the information as long as they have not picked it up. He tried to do it while im on the line, and the he says hell try again latter that day, and the next if it still won't go through.

So I get off the phone excited to have my laptop so soon. But the next day, 9/7, I get online to find that my order has shipped, and its going to the wrong address. I respond to the case email sent to me on 9/6 asking for a call asap, and that my order is going to the wrong address. So I call on 9/7:

2nd call- The same CSR who I spoke with tells me that the change didn't take, and that hes going to try again. I frankly don't remember this call terribly well, other than being told it would be remedied.

On the morning of 9/10 DHL delivers the packages to the wrong (old) address. And two different people sign for two different parts of the order. DHL only list the first initial and the last name of these two people, one of them I have no idea who it is. The other I think is the handyman, but I never learned his last name. Dell me:

3rd call- Same CSR as calls 1 and 2 tells me that my system was delivered to the wrong address and asks if I Know either R. _______ or V ________. I tell him I know neither of them, but R. __________ might be the maintenance guy. I start to panic now, worried that someone else has my new laptop, but the CSR tells me that DHL will go pickup the laptop and redeliver them to my new address in 3 to 5 days. Im still paniced, but it sounded like I would get my system.

4th call-I call later on 9/10 to make sure that my that day and speak to someone else and explain what I was told. I ask if DHL is going to pick up all the packages, after holding, Im told they will note this.

I email my old unresponsive landlord and give him the heads up about whats happened, and ask if he knows who these people are. In his typical fashion he responds by saying that there are packages are in front of the house, but no comment about who either of the people are. It being a really safe neighborhood im slightly less panicked, but still really worried. At this point I realize its not worth pulling my hair out, Dell made the mistake, Ill just be patient and work till it can be fixed.

5th call- CSR from calls 1,2 and 3 calls and leaves a message on 9/11. I call them back, but get another CSR. I ask him what dell was calling me about, and this CSR tells my package was delivered and singed for by X. I relate my tale to him and he tries to call DHL, after holding he says hell call me back, and of course never calls me back.

6th call - not having heard back from dell by 9/12 I call again to try to see whats going on. With a new CSR, she calls DHL while I hold, and she tells me she can't ahold of anyone but shes sees the request to have DHL pick the packages up from the wrong address.

At this point im really beginning to worry, but theres no way I can get to my old address, and even if I could Im worried ill just screw up the process if I pick up only some of the packages. Im also really scared that the laptop is stolen by now. I place several more calls till the weekend, and on 9/15 after yet another moving fisaco ( 3.5 hours later and the couch simply wont fit in the apartment) Im finally able to get out to my old address. I go see the guys who live in the basement to see if they have any mail or my packages. They have 3 packages, all part of my order but none of them my laptop. they say they came home that night and all they ever found were 3 packages. Now Im pretty sure the laptop has been stolen. Frustrated I just go to bed, take sunday off and call them on 9/17.

10th-ish call- I finally get someone who actually seems to what to help me. Soheil looks at my case and says that DHL doesn't go back to pick and redeliver packages as Ive been told. I explain to him that I went to the old address, and that I only found 3 things and no laptop. He says he needs to make some calls and do some research but hell get back to me that day. Hes the only CSR who actually called me back so far. He tells me hes put in a replacement request and I should have my laptop in 3 to 5 days. he then goes on to email me personally explaining what hes done.

A day passes, and I email Soheil to ask for the tracking information comes available. Im supposed to leave town for 2 weeks on the 24th, so Im really hoping itll come by then. By 9/21, no response from Soheil so i call again.

11th-ish call- On 9/21, I call someone who is not Soheil, and am told that it will take 7 to 8 days. I explain im leaving soon, and at the end of my rope and ready to cancel the order if he cant get it here by the 24th. He says hell try to expedient the order, but its unlikely. He says hell follow up on monday, and I ask that he call me back that same day as monday is to late. He of course, like just about every other CSR, does not call me back.

Which brings me to today 9/22:

12th-ish call- I call dell and speak to rachel, who starts out the same way 80% of the calls start out. She tells me my order was delivered on 9/10 and signed for by so and so. I say I don't know him, I spoke with someone on 9/17 who requested a replacement and said it would be 3-5 days, then yesterday someone told me 7-8 days. She puts me on hold, and comes back to say that she has placed a replacement request and it will be 7-8 days. I ask what happened to the last replacement request and she said it didn't go through fro some reason. I ask rachel to speak with her manager and thank her.

12th-ish call part 2- Jason the manager gets on, and Im somewhat combative explaining how frustrated I am that everything a CSR has told me turns out to be wrong 3 calls later, and I have no idea when my system will get here. He becomes accusatory, suggesting I am trying to scam dell into sending me a 2nd system. I really start getting pissed then, but calm down as I can understand how it might look from their perspective. But the fact remains on the very first call on 9/6, the dell CSR said he could change the address, which in my eyes puts the onus for all this crap on them. jason tells me hell call me back on monday.

Im really frustrated about this, and it feels like the only thing I can do is cancel the order. I went against my gut ordering from dell because i like the m1330 so much, but ill never order or recommend anyone else orders from them ever again after all of this hassle. Is there anything I can do sort of canceling my order? I really have been patient with the CSRs until yesterday, when it became clear they either have no idea whats going on or just told me falsehoods. Again, advice is appreciated. Thanks for reading all this, sorry for the typos.

 

well, i can tell you that they did a similar thing to me because of grainy issues. i would call, someone would say it would be replaced on day x. day x passes. i call. they say it will be replaced on day y. hehe. took at least 5-10 calls to get the order to actually go in. try to get a manager/escalations. i think the lowest level csr people are there to aggravate you into giving up.

dhl is retarded as well. they should use fedex or ups. i honestly don't know why they don't put more security into their delivery. they should ID the person at the address to make sure it's the purchaser. i imagine a lot of unscrupulous neighbors swipe some pretty sweet laptops because of this, since dhl doesn't know its head from its ass as far as address go. they didn't even get my house number right, even though it was clearly correct ON THE BOX THEY WERE DELIVERING! lol!

sorry about your troubles, but know there are others who share your plight!

my advice; if you really want the laptop, get a manager to put the order for a replacement through TODAY. not 5 days, not 2, not 7-10 but TODAY. the reason they don't give you their name/phone number is so they won't be accountable for actually doing what you tell them, so you need to make sure they do it, even better if they do it while on the phone with you. they might not do it right then, but you need to badger them into doing it. maybe they have a minimum number of calls they must receive before actually doing what they claim? lol! they are making it an endurance race. perseverance here is the key. dell hell is tough.

if you are just sick of dell, which i am as well- cancel the order. there are plenty of laptops out there for us without using dell. i doubt i will ever buy a dell again even if the replacement they send is ok. dell has really plummeted in quality with their new laptops...

honestly, it sounds like you might be lucky to get out of this without dell trying to charge you for the laptop. watch out for that. good luck.

 

If I were you, I would just cancel the order. This is way too frustrating and I doubt anything will actually happen. The bottom line is that you ordered a laptop, they said they delivered it, but you don't have it. Plus, they lied so many times already, how many more times will they lie?

And try to get someone higher up and tell him about the lies and stuff. The phone calls are supposed to be recorded so he'll know.

 

It's a weird thing with Dell that I've noticed while reading posts here. Some people just have an easy time with their support and some always get screwed with no matter how many different CSRs they talk to. I swear it's like each order gets randomly assigned to "Treat well" or "Treat poorly" pile. At this point, I'd just stop talking to regular CSRs. As soon as I got connected to one I'd politely request a manager and when they ask me to explain or to go through this with them, I'd (also politely) explain that this is my fifth (or tenth or whatever) phone call over the same issue and no front-line CSR has been able to resolve it and please just connect me to the manager. If the manager can't resolve it right then and there or you can't get to a manager (no call-backs. Forget it, they almost never call back) I'd cut my losses and cancel. I mean seriously, getting a replacement system ORDERED much less actually delivered when it was a screw up on their end (I consider DHL and Dell to be the same end until the product is in my hands) shouldn't require a crap-load of aggrivation and five hours of telephone time.

 

honestly at this point i would strictly deal with either a case manager or go to escalations.. trust me they get stuff done.. if it was me id cancel get a refund then either re-order or look elsewhere, when they could not get my first vostro 1500 right thats what i did and re-ordered a inspiron instead, when you call tell them you will not speak to them.. you want a manager.... when they ask you again dont even give them any of your info simply make sure to get frustrated and once again say no put me on with a manager... this may need tobe repeated a few more times till they know you are serious..

 

thanks for the responses everyone.

zfactor- Would i just ask a csr to speak with escalations, or is this something thing where a csr or a manager has to decide to pass me along to escalations his or herself?

I'll call them back and speak with another manager, and if the conversation is anything like the last one I had ill be canceling my order and trying to figure out a replacement.

 

This is simple. In order to get a replacement in 3-5 days, the order would have to be submitted, approved, made in Malaysia, sent to Texas, OS imaged, software installed, final testing boxed and it would then have about a second or so to get to you this with the most backordered system available from ANY manufacturer.

The earliest you could expect to get your system is 3 weeks although there is one or two rare occasions of sooner.

You next have to consider the circumstances as it isnt a black and white replacement issue. They have lost a system and will seek accountability and even proof that you never got yours.

There may be a few obstacles in their paper pushing process before you get yours.

Next, I have seen many replacements come as far as a month plus later...

You can call God himself and your not going to get that system any sooner than the day it arrives at your door.

You just wanna hope that Dell doesnt wait for the insurance return from DHL before sending you a new system.

These are the raw facts...proven over and over again.

 

I appreciate you sharing the facts, and I had a suspicion that 3-5 days was overly optimistic. But my frustration stems from the fact that no one at dell has given me even remotely good information.

It sounds like you have a good deal of experience in this matter, and I can understand how simple it may sound to you, but I'd really just like to get my laptop as soon as possible. I take it from you post that you recommend I cancel my order?

 

mine took about 8 business days to get to my door from the day i requested the replacement

 

Eight business days is amazing and well...until now, unheard of...especially since they have to build your system from scratch.

And as for Dell, because of the unexpected success of their new lines coupled with the huge shortage of parts, their CSRs are left in the dark. They wing it a great deal of the time.

The truth is, if you get a CSR who will access DOMS for you, he or she can tell you where your system is exactly. Most dont because your system is still in the order line somewhere.

 

Didn't your replacement suck? Wouldn't it be explained by the fact that you got a refurbished machine or something?

 

Dell has the nerve to send a refurbished laptop instead of a brand new one?!