Dell's bad customer services.

I recently purchase a m14x from Alienware. I was all happy since I needed a new gaming laptop.

Anyways I made the payment and got the confirmation E-mail it is in production in about 30mins. I though to myself WOW this is good services. Then about an hour later I got an E-mail saying the laptop is going to be delay which is fine I don't expect it to be done this fast anyways.

Anyways I receive another E-mail stating it is shipped.So I was happy. However this is where all go down hill. I keep getting E-mails saying it will be delay, is in production and it was shipped. Everytime I call their customer support they would have a different answer. One time they even go as far as saying the ordering system is close so he can't check the status of my order (however when I call it was only 3pm PST).

I got fed them with up and ask for a refund, Man the guy on the phone tell me he is only a operator and the billing dept close at 8pm EST. I check the clock and told him straight it is only 3:25pm PST so I am sure the billing is open. He hung up on me . I call again wanting a refund and pretty much let them know if they refuse to apply the refund I will simply go through my CC company and will not accpet the package. I got transfer to someone who seems to be the higher up. Got her to apply the refund and she assure me that the laptop is still in the warehouse and will not get ship.

I got home that day and to my surpise the laptop is delivered. Anyways long story short I return the laptop and got my money back. I will not recommend Dell to anyone else again after my nightmare. If any Dell tech is reading this, please please have your CSR be more professional and know what they are talking about.

 

You order a laptop and then want a refund because you can't follow it's order status? Nightmare?

 

Seriously? Did you read his post? He said that order status was hopping all over the place and he couldn't get a clear answer from anyone. Not only that but the guy had someone hang up on him. He got a slight taste of their customer service and decided it wasn't going to be worth it. He made a good choice.

Then they say the machine won't be delivered yet it is delivered anyways. How on Earth could it be turned around on the buyer at this point? I mean seriously, they lost his money because they were being ridiculous with the build/shipping updates and this kat here had the balls to say "You know what? It's not worth it."

So my hat is off to you - the original poster. Sorry you had to go through that. Many similar stories posted all over the threads.

 

Order a laptop, order status convoluted, rude customer support, cancel order, receive refund, recieve order, return order. Done.

More and more the typical corporate transaction, so again... nightmare?

 

^^ Not if they keep sending E-mails saying different things and when you call them each rep gives you a different answer.

Is really not fun when they can't give me a straight answer. CSR is the first line of support we as customer see and feel about the company. If it is a ty services then people will think the company is ty. I been a CSR before and the way how Dell handles the incident is unacceptable. I heard about Dell's bad customer support but this was not what I expect.

But then again you have to admit Dell does make decent laptop at a decent price.

 

Really? So you're judging the entire post over a single word? He posted his story and since he expects a higher standard for the money he is spending he considers it his own personal nightmare. To each their own. Raggin' on the guy's choice of words is... unproductive - to say the least.

Point is, regardless of your opinion, my opinion or even the oirginal poster's opinion. They were dinking around and they lost they guy's business. He should not have had to go through that at all in any form or fashion.

 

Just to be clear, I'm not ragging on anyone. Maybe I'm just too used to dealing with corporate support personnel.

No arguement. He shouldn't have been subjected to rude cs.

 

On that, we can agree then. I mean no disrespect either... just a little hot and bothered regarding Dell's Customer Support since I've been battling them for so long. :/

 

Hey guys,

I'm bought an alienware m14x on 6/27/11.. Dell sent me a email saying that your order has been processed and is in production.. So I was like that's cool the arrival date was set to be on 7/5/11. This is where all he'll broke loose I called to see what was up and why it wasn't here. The Dell rep flatout told me that the alienware m14x was a discontinued model. So I was like . I told her that that couldn't be true because the laptop just came out. :confused2: So the Dell rep passed me on to someone else and they assured me that my laptop would arrive on the 7/14/11 so I told them ok. I wait the 14th comes and goes no Alienware computer in my possession. So I call again I ask what the heck is going on why don't I have my laptop in my hands. There excuse this time is they are missing parts. So the rep said srry for the inconvenience because of this inconvenience we will ship free of charge I was like cool when should I expect it, he said the 7/27/11 I said ok I hope to see it on that date. The 27th came and gone I was beyond furious I wanted someones head so I could smash it into a wall. I called them for the 5th time there answer was parts issue again and that I should re-order the Alienware m14x. Told him no why would I cancel an order to order again and for the. To say that they have the same problem. So I gave them one more chance they Said I would have it before the 4th of august so I was like cool but if it's not here by then I am calling Dell corporate hq and reporting them to the FTC. Oh and heres the funny thing "this is where all he'll broke loose" I received a phone call on 7/28/11 from a DELL REP saying that my laptop was completed and was being shipped tomorrow (which it would be friday) and I would receive it on satuday. Well today's Saturday 7:19 pm EST I do not have my laptop. So I am very very annoyed with Dell. Dell corporate hq is going to get a nice email and I am going to call the FTC if I don't get my laptop simple as that. I know why u going through all of this for a laptop simple answer is Idk. I guess it's because nobody should get away with what there doing it's assinine..

Please somebody tell me what I should do. Ty

 

May I know where is your location?
I think you can go to your local Dell company about the problem, or wait for few days and keep asking for information/complaining.

I hope it help.

Thanks.

 

I know this is an older post but I had to comment.I am having issues with 2 out of 3 alienware's I bought since june 2011,My m14x had 2 motherboards and numerous ram issues and thats just now I also had order cancels and horrible customer service,I know now how bad Dell is,I really do love the alienware's when they work actualy it all comes down to horrible customer relations from order to user issues.I am waiting 2 weeks for a call back on a replacement order after being promised a call in 24 hours.I am so fed up I see so many issues online with horror stories that sound unbelievable.Well I'm here to say I am having issues so bad it even makes these tame by comparison.Still waiting for a resolution and believe me Ive emailed and BBB I have literaly done all I can and will continue to say how bad Dell customer service is.Good for you op poster I wish I had done the same.Stay away.Thats the only way you wont have a problem with dell,ps I have also talked to Vijay from facebook.Still "nothing" Wake up Dell!

 

All right, I also had similar case where the customer service and their tracking system are really unreliable.

I ordered my M14X @ 31st Oct 2011 and the process was going fine and my laptop was complete building on 3rd Nov 2011. The ETA time was on 11th Nov by that time so I was hoping like getting it soon.

In the mean while, I also ordered the Orion back pack at the same date and it arrived on 8th Nov 2011. So I was guessing that my laptop will be arriving soon.

At 10th Nov afternoon, I didn't receive any notification and check the order status, ETA still at 11th Nov so I gave Dell a call to re-confirm whether my thing will arrive next day or not. They said "Yes, the thing already arrived at my place and delivery will process tomorrow."
So I was like "cool, I can have my M14x to play during weekend."

At 11th Nov, I received nothing and checked the order status. To my surprise, the ETA changed to 22nd !! That time already like 5pm so I guess I will give them a call on Monday again.

Today (Monday), I gave Dell CS a call and guess what!? That girl told me that my thing is going to be sent from China to my country today! I was so frustrated and told her that the last week story to her. She was like in tension then said she will check on it again and will give me a call later on.

I ordered M11x last year and didn't experience this kind of problem. Ugh ...
Hope can get it by today.