Dell....shame on you

Ok guys, this is enough actually. The customer services at Dell really sucks.

My problem started before one and a half month. First of all I wanted to order the XPS M1210. After I configured it I was already about to pay the money. After that they gave me a call telling me that they don’t have any more video cards plus no cameras. I got so mad that time, because if they really don’t have them, why don’t they just say we don’t have it?
Is it a game with the customers to let them order and configure what ever they want and then they just say "oh we are sorry we have this but we don’t have that but we can still give you a good offer!!"?

To be honest it’s not a problem about the money as it’s at the first place to be satisfied with what you configured. Because they put the prices for their products and you see how much you can pay for it and if they offer you a discount then its good thing. And if they didn’t, your going to pay them because you r buying it anyway.

So anyway, after that I told him no thanks, I don’t want the laptop with its integrated video card and without the camera what ever you are offering me. I’m cancelling my order. Then he called me after 5 minutes and told me about the new XPS M1330 and that it’s coming in 2 weeks (that time for sure I knew nothing about the laptop). And I said that would be fine for me it’s a new version and it’s gonna be better as he said.

So, 27.6 I made my XPS M1330 order and the estimated date ship was 25July. And after I paid them they made it longer with 2 days, and that means till 27July.

I called regarding the shipping date and told them that I need the laptop soon and stuff like that and then they said” Yes, we are shipping it as soon as possible it will be there even before the date with a couple of days and UPS will call you to confirm the address and to make an appointment with you.... (He was so serious that I believed him )

I called them today asking about my laptop, no one called me to confirm the address plus the statues in the internet still the same didn’t change from the first day. And then I started to hear the recorded message that I guess you hear it in whole Europe "Sir there are too many people ordering the laptop and it will take longer to give you your laptop....blah blah blah

When he started to talk this way I asked him directly to connect me to his Supervisor. His supervisor was so nice talking to me, but I wish she could do something useful except listening to "We understand you sir, I would be angry too if I ware u….”and then she said "but we can’t do anything about it.

This time I was really so angry. First of all, I don’t have to wait all that long because I ordered it in the first days they had it on the website. Second thing no one even called and said we are sorry it will take longer to receive your laptop. Maybe I would consider it if someone talked to me this way. Why do I have to call and ask about my laptop? Am I ordering and serving myself or what? What the hell are the customer services doing thing? Are they having a course in the company how to give excuses to the customers or what?

She said you are not forced to wait! And that was really funny because I knew already that I will have to wait till 25 or 27 of July and paid the money after I knew this. But the part about waiting till the end of August, that’s what I didn’t know before and this thing im basically forced about.

At the end, I asked what I would have if I decided to wait? She said sir first if you wanna decide to wait then you have to be patience, she was asking me do you understand this? So she was like saying somehow don’t call and make problems. I said for sure that’s if you are going to give me a real date and to be in contact with me as you promised. She said I can’t give a sure date but it would be at the end of August and could be before. All right I wanna know first what kinda of special offer im getting? She said I’ll you back in 2 minutes

Then she called after 7 minutes to offer me a 100 Euro if I decided to wait.

ARE YOU SERIOUS? That was my answer. And she said that is the only thing I can offer you.

What do you think about this now?

I mean the laptop is really nice, I mean I don’t know if I can find a nice 13 Inch laptop with the same features as this one. Shall I just wait and see, or any one can recommend me another laptop?

 

There is no good alternative to this laptop. The Sony Vaio SZ (Santa Rosa upgrade) will cost a lot more then the M1330 I think. And I think you have to wait long for it too. If you can live with the weaker graphics card the Samsung Q70 should be available right now. Depending how you like the design the Lenovo X61 is similar also.

 

Just wait.. I am.

I havn't even been given any further discount and i'll still wait..why not?

The only laptop with vaguely similar specs will be the sony sz6.. but that isn't out either..

 

The m1330 is pretty much the hottest laptop on the planet. Add to that it's got new upgrades like the LED screen. Anytime you have that much demand and new technology which is always harder to implement you should pretty much expect delays. The consolation would be when you get it, it's a sweet laptop like no other.

 

What you have to also remember is that many of the Dell Customer service reps also get the run around from the production house. So it is always fine to make a point, but it is not worth being rude.

There is a thing called 'same side selling', it is getting the person on your side by agreeing with their situation also.

How about saying to them that they must get people being abusive and that it must make it hard, feel for them. And believe me, you are more than likely to get them giving you things by being nice than being rude and demanding things.

 

Omg...I feel so bad for you and at the same time I honestly can't help but laugh at the responses and your takes on the CSR over at Dell. I've had a similar experience trying to get my coupons to work with them over there...it's almost impossible now convincing them to tack them on. All I can say is I can't help but laugh reading about everybody's predicaments...

Regarding the m1330, ditch it. I would honestly just get a macbook pro since it has better features and is only 1lb heavier. It's pretty thin too (just as thin as the m1330). You can install windows and everything...screw Dell and their support.

 

Screw apple and their one button mouse!!

It's hardly an ultra portable or anything close is it..

 

Macbook pro is also quite more expensive... The Dell sits between the MacBook and the MBP. That's why none of them are really an alternative. That's just different solutions. MB has a poor video card, no LED, very expensive options. MBP has the same power and even more, but it's bigger, it's much much more expensive unless you have some special deals. They have OSX though. That's not an obvious choice. That's why plenty of people keep their XPS order for the moment...

 

It sucks to wait that long for your lappy. But, 100 euros compensation isn't bad, and you've already waited this long, so why not wait the rest?. And somehow I think dell isn't deliberatly delaying your order, but generally having a hard time getting the components they need to build it.

 

It's not about the components... Otherwise some would be shipped already. They surely have a manufacturing process. Or their own parts are delayed (case, palm rest). But I don't believe it's because of a third party. Not a single second.

 

I talked to Dell CS, and they said the delays are due to a glass shortage on the world market which means they can't get ther screens and such in time.

 

You sound like the customer from hell...

 

Doesn't he just :yes:

I'm always pleasent with mine..as long as i'm not lied to i'm quite happy to wait...for the best laptop EVER!! muhaha.. can't believe you suggest we get macbook pro's.. lol

 

If it's the screen, why don't they just say it? Each rep has a different excuse. If it's only this specific part, they should be able to know when they will have some, and when it will get shipped. If they cannot, they will just lose some orders and more important, face. Period.

 

The excuse i got was simply that manafacturing was slow etc.. but they will be rolling some out next week (this was yesterday) but then he went on to day that they have a huge lead time on normal monitors...which may lead back to the glass shortage..

 

Well, i've talked to several dell cs people, and they've all confirmed it. But it's not dell US, so maby thats the reason i'm not given contradicting info

 

Yeah we know.........

Fighting dell is an uphill battle and so far nobody that ordered an m1330 early has gotten what they were promised.

Grab a lawn chair and wait in line with the rest of us.

 

you'll be so bored once you get it anyway...nothing to rant about (hopefully)

 

I have never had issues with Dell before, this is a brand new hot off the press notebook. I think they could have done a better job at estimating the processing and delivery times. Does sound like a third party delay, because it's a world wide thing.

Dell delays are nothing compared to companies such as Lenovo. From experience delays of up to 2 months is not uncommon.

 

Its not a problem about waiting actually, its how do they treat the customers.
They said they dont have enough parts and stuff like that, I wouldent accept this excuse personally. Basically if that was the problem then they should already started to make laptops and send it with the amount that they have but they are just delaying for no resonable reason.

People in the US are having so crazy discounts,faster way of shipping plus other extra gifts.Beside other speical things. like the sleeves the new sound card that you can find in the US website. And we here in Europe are paying without discussing. After knowing all of this do you really want me to accept a hundred Euro? Or even this ****** up services?

 

Dell has done a pretty miserable job at launching this system. The fact that it's taking so long to ship isn't exactly my problem, it's the fact that there is no solid information... anywhere. If they would have just come out and said that the systems will start shipping on Aug 15 and you would have yours shortly after that, I would have been fine with that.

Originally Dell told me I'd have it in 15 days, then it went up to Aug 22nd, then mid-September, then back to mid august, and now it's been cancelled due to some internal mess-up and is waiting to be put through the system again. I can't afford to stick with Dell on this one because I'll probably end up without a laptop when I need one.

I've just recently ordered a MacBook Pro, hopefully that one arrives on schedule.

 

Thats what I've been saying. She didnt even guranteed that I will recieve it at the end of August. And I was telling here" so, its like I pay you the money for my laptop and your like telling me we will send it when we can"
And the answer was....unfourtenatly
Such a great company they are

 

When you order anything on-line you better be prepared to wait a few weeks. I can understand you were upset that they did not have a video card or webcam for your first order.

Just think of how many orders they process in a given day world-wide.

 

Well I am simply waiting and not buying yet, and seeing what happens when people start to get theirs. Maybe there is some generic flaw that was only recently found, who knows, are there actually any drivers for the Nvidia card yet that specifically work with VISTA, or should I say work effectively with VISTA?

Is there some worldwide shortage on batteries also?. Most options when configuring a laptop on the Australian site, appears to have the options of getting a second battery vanishing.

I used a Dell online chat, and after mentioning I was interested in buying, BUT wanted to know a few things like getting another battery, the only option to get answers came when he asked for my phone number and wanted to call me to consider my purchasing options. I simply left the chat window after getting little to no answers I was looking for.

 

I order regularily servers, desktops and laptops from Dell. Never ever had this kind of mess for an order. Sometimes it takes only 3 or 4 days to receive orders. Including for servers. So usually, they are very fast, considering they need to assemble everything. And the size of the company is not an excuse, it's an advantage for them. They should have extremely optimized manufacturing processes. The usual speed shows it, and just shows that this XPS launch is a big mess.

 

You do not get delays like this unless there is massive third party delays in some part of the process. Plain and simple.

 

Just got an email from Dell with the new Estimated ship date 28/8,,, unbelievable

 

its unbelievable isnt it.

im really keen on this laptop for this semester at uni, however i feel that by the time dell gets their act together, christmas will have come and gone!!!

 

I just spent the last day in hell with Dell.

Tried to change the screen on my laptop order and got forwarded to four different people (epp purchase person, home/home office order change person, epp purchase person, epp purchase order change on hold for 40 min). After being on hold at the last number, I gave up, figured I'd call when I got out of work. When I did that, the department was closed. I wake up this morning and the laptop's already shipped, so now in order to have the fastest turnaround on things, I have to accept the package, have it shipped back to Dell. Thankfully, one of the other laptops I had ordered and cancelled before it shipped (because it's honestly so much easier than changing the order, as I found...the only reason I was changing this order was because I didn't have enough left on my DPA to purchase) was FINALLY credited back to my DPA after 10 f***ing days and 20 minutes on the phone with Dell Financial et al. So, I have a 1520 ordered in the configuration I actually want, and if they charge me a restocking fee on the one I'm sending back (the service rep swore they wouldn't) I'll just literally sh*t a brick.

I'm hoping to get some credit back for all the hassle I went through, so...we'll see.

 

He is the average Central European customer. Period.

I won't even recommend to cancel his order, as he is in the queue behind me, though, well let him rant.
He will do what ever he wants to.

 

What shall I consider this as?

 

Probably its a hint that the agent you are talking to is not responsible for your actions, dissatisfaction and the actions of the company you have placed your order with. Probably the agent can't even do a thing about it and is just a human being having a hard day with a lot of customers waiting for their delivery and the agent can't do a thing about it.

If you are so unhappy with your purchase, nobody will EVER force you to tough it out.
If you want your money back, well go ahead, if you want your notebook, wait for it like the rest of the world.

Sometimes a little bit less selfcenteredness sometimes is a good thing and assuming that the agent is deliberately lying is probably not the best ting either.

Just one of a couple of possible ways to read that sentence.

 

Look man. It has nothin to do with the agent so I dont know why are you talking about that this way. Plus what I have wrote was just expressing what happend between me and them. But I am blaming Dell in the end for what I would maybe call "bad organisation". In any case I could have cancelled it easly and I wouldent complain about what happend. Because I like the laptop and still want to get it (dont know really if I was serious about looking for another one was just made about what happend):

 

I agree, Dell needs to clean up their act.

 

I was just calling Dell about the problem and was going to cancel it. Because I couldn't last night due to their closed department. They offered me $100 credit because of the shipping... Sounds very tempting... Should I keep it?

 

It's risky keeping it, based on the amount of problemns there have been with peoples 1520 lappys (mine included).

 

I think the noise in the headphone jack on the 1520 is the deal breaker. That really sounds like a design issue with the MOBO. Probably is picking up some RF from nearby components, processor etc.. I doubt this problem can be resolved without some major redesign of the MOBO. I think the 1420 is not suffering from this since the headphone jacks are in the front.. not the side. Being in a different area probably keep them from the interference. Most of the other issues with the 1520 sound kind of subjective.. like the display glossy versus anti glare etc. Too many people have issues with that head phone jack and many say its still there with high end Sennheisers and other decent ear phones. Dell has had many successful designs over the years and some bad ones. I think history will probably show the 1520 was not one of their better designs. This forum exists solely to warn about bad notebooks. If all the negative threads on the 1520 say anything.. its stay clear away.

 

First of all you didn't pay them anything until it ships. Second cancel if you can't wait. I don't understand all this moaning about a laptop. There is nothing to shame dell on. Do you think they don't want to ship it to you and make money off of you? They are having problems right now making them. Either wait or cancel.

 

Well you didnt add anything new to what I have said>>>>

 

I have had a $20 radio shack headset for almost a year now, i plugged them into my 1520 and ZERO interference. Honestly, i LOVE this headset, best overall quality for $20 i have ever seen. I use vent and next to a $30 desktop mic from logitech this has equal sound quality coming from the mic by itself. I don't know how this works, but it's great.

On customer service i have nothing really negative to say. I called about the remote and the graphics card, never went on hold, they silence themselves occasionally, but that is understandable. I got redirected for my mouse, but it wasn't to bad. I asked for the dell travel remote, they said they would get me a $50 coupon. It took 2 business days, but sure enough i got a coupon code by email, even though i went ahead and bought the remote by phone anyway, it was $3.99 so i just got it. The $50 coupon is good for anything so i can still use it.
I actually emailed them about the graphics card, the woman i talked to admitted she didn't know and suggested i talk to sales after i said i didn't think they carried the gddr3 8600gt, i told her i was confident they didn't and asked for a $100 credit. She said that would be alright and again i got an email the next day that confirmed that the credit was processed. This is all the experience i have had, but it was not bad. The first woman i talked to had very poor English which was frustrating, but she was nice and got everything done, so i can't complain.

Overall, I LOVE MY 1520

Edit: Oh and the remote is well worth it, even if you just buy it

 

I can understand your situation. I am in a similar one.

One thing I would advise to do is to complain about something that they do have control over. Some schmuck in CR has absolutely no control over getting your laptop to you faster - except by shipping.

I have been trying to get a hold of my customer rep for a week now. I have been bounced around to several people trying to modify my order and they all send me back to him. So I have left several messages, but no response. It is like the CR from hell! So I was able to get a hold of his manager and tell him through an email my frustrations. Hopefully, I hear from him! If not, I will call him up at the end of the day.

In conclusion, they have control over how they serve you but not whether or not you get your laptop out of some plant in Malaysia in time.