Don't buy a Dell!

Dell should be ashamed of it's self. I have been a loyal customer for 10 years but will never buy another Dell product again and will spend the rest of my life informing everyone who is in the market for a new computer to not buy from them either.
On 9/9/09 my parents offered to replace my aging dell xps 400 with a new dell xps 9000. I was delighted! I am a photographer and need a power machine and I was excited to receive this wonderful new computer. When the order was placed the salesperson said we could expect the computer on the 17th of Sept. I thought great, that will be fast and in the nick of time since my current dell was causing huge workflow problems for me.
When the confirmation was received the date of delivery was not the 17th but the 22nd. Not so happy but it was still in ok. The day it was supposed to ship I received an email saying there would be a delay and now the new date was the 29th. Now not happy at all but what can you do. The following week on the date the computer was to ship I receive an email saying that now the new date would be 10/6! Now I am upset. I call about this and am told by someone in India that Dell will refund to me $140 after I recieved the computer. I ask that an email be sent to confirm this. I am told that was impossible and I should just trust them! I took the Id # of the person I was speaking to and a case number which is supposed to have the notes on this refund.
The next day I get an email saying that because I didn't respond to the notice that there would be a further delay in the delivery that my order was CANCELLED! I called immediately and was told that the "resolution specialist" Anna would get back to me the next morning because she could get the order reinstated and put me in the same place in line. I had told my parents about the cancellation and how upsetting is was and being the lovely people they are they called and reordered a new machine. I had them call to cancel the order within 10 mins of placing it because the new delivery was now the end of October which would not work at all.
The person who placed the order did not give her correct extension (gave 5 numbers instead of the required 7) so we could not get in touch with the "team" so we emailed to cancel the order. We did this 4 times without a response. I am still fairly optimistic since Anna was calling me the next day to reinstate my original order with my original 3x delayed date and I would speak to her about making sure the new order was cancelled. Well Anna didn't call back and when I called her I was told she was busy and she would get back to me later in the day. By this time I am sick and tired of Dell and their games and told them not to bother having Anna call back because I was no longer interested in a Dell computer. I again tried emailing about the cancellation of the new order with no response. When I finally got someone on the phone they informed me that it was impossible to cancel the order because it was being processed! It was not to be delivered for a month! I was told I had to take delivery and then return it. I tried to use the number that was mentioned in a post earlier and was still told it could not be cancelled but they would waive the restocking fee. Not acceptable! Don't ship me the computer! No matter how many people I have spoken to no one would help.
This is illegal! You are supposed to have 72 hours after a purchase to cancel. We tried after 10 minutes. I live in NY where the Attorney General has just made a judgment against Dell for misleading practices. It seems they have not learned their lesson. I have already filed a complaint against Dell with the AG office, the BBB (where their grade is D) and will continue on this crusade to stop anyone I can from making the same mistake I made in trusting Dell to be an honest company.
I am happy to say I have a wonderful new HP on the way and as I said before will never do business with Dell again. There is a special place in hell for companies like Dell and I look forward to their continued loss of market share and hope. Betraying your loyal customers is never a good thing.

 

You feel better now? I guess you fell thru the cracks. I would've called the credit card company to dispute any charges imposed by Dell. Make sure you keep all your notes while rectifying this matter. It would've been better if you emailed all your concerns and saved all their responses since this will leave a trail. Hope HP is any better. Good luck.

 

another HP fan boy spotted...

 

It should be its not it's

 

Or maybe it's "Dell should be ashamed of itself"...



But let's not go OT. Please stay on topic...

 

Ok, now I can read this.
(Long posts like this are easier on the *eye* & to read for fellow forum members when *broken up* into (somewhat) paragraphs like above).

Also, you do realize you are posting a complaint about your Dell Desktop in the XPS Notebook forum, right?

I am sorry for the troubles you had with your desktop order, and the exhaustive time with Dell you had. Many members here on the forum (including myself), have *been there, done that* with Dell and their awesomely trained Customer Care Reps..(or whatever title they are holding ATM).

The mishandling of a Customer when being bounced from *Rep* to *Rep*, and them not being able to do any true *diligence* on what is currently going on with a Customer's situation like yours, when you call its just horrid. One return phone call to Dell, with one Rep...should be all it takes to get your situation resolved (maybe 2).

Estimated shipping dates are usually always overestimated. Dell does this to protect themselves from potential delays/problems with the order. Most of the time it will ship before it.

Dell changing the customers ability to *cancel* their order, whilst it is in production up until it's entering the shipping stage has caused major issues/problems with so many people. I call this Dell *bullying* and lack of real care for the backbone of Dell's company = The Customer.

The end result in what happened is, that another Dell Customer suffered. Dell failed you on their end. You are taking care of things in your own way to find resolve. There are other avenues that you can take:
Dell Unresolved Issues.

My suggestion: You have a fairly well put together *chain of events* above. You have a Case Number, keep those paragraphs separated...copy and paste or whatnot..and place that into the Unresolved Issues form. And, you can also take that information, and e-mail several peep's on the Executive Management team with what has happened to you.

Good luck to you with your HP....You already have some resolve in that aspect.

Cin...

 

HP computers are junk... More than one person I know of has an hp and they're touchpad went out wthin 6 months...

 

Good luck with your HP....my past experiences with HP says you're gonna need it.

 

HP ? Screw it. LCD broke down exactly a year after my warranty is over. ( I was just 17, how the hell I know whatever extended warranty is and they didn't inform me at all). Okay fine. Paid $500 to replace a new LCD. Then heat problem again. Replaced heat sink another $100. Thought it was over ? Hell no ! Either motherboard/GPU fails, horizontal lines all over the screen, with nVidia driver installed, BSOD straight away. All that happened within 2 years ? I'm like . Even if I didn't purchase extended warranty, shouldn't I get a little more credible laptop from HP ? I paid $1500 for that piece of junk. I expect it to run at least 3 years. SCREW HP !!!


Enough of my rant Now I'm in love with my XPS 16. Hope everything's fine =)

 

Well, Dell has its share of issues, but they came through for me on the failing M1330 with a 1340, I think they did more than other manufacturers would. As for HP, I bought a refurbished quad desktop on 7.5.2009 from ecost, I figured it has 90 days warranty so I was in no hurry to get my extended until beginning of 09.2009.

After I got the extended CarePack from Provantage, went on to HP's site to register it, well, surprise surprise, it said I cannot register the CarePack because the machine was out of warranty 2 weeks before I bought it.

No big deal, manufacturer usually start the in-service date when units leave the factory/warehouse, so I thought a quick call to HP with proof of purchase would rectify that. I finally did, but that took 3 weeks, multiple email exchanges, phone calls, and on-line chat and it got resolved by a "Case Manager". What a joke, I was told that they have several systems tracking warranty, even though the one used by customers showed an expired warranty, their "own" tracking system shows the correct dates now. We shall see.

The interesting thing is that upon receipt of the unit a week after I ordered it, it came with a couple pieces of broker bezels from shipping, the tech support promptly shipped out the pieces, so what warranty system was the tech looking at?

I think they all have their share of problems, it boild down to the luck of the draw. Good luck...

 

For anyone having sale issues (not tech support), you should call the Jaguar Sales Team. Great people: they set me up with my new system, no problems, and even transferred me to customer care to get the old one returned. Restocking was waived and I'm on my way.

Call Dell, hit extension: 2169173 or 2169174.

I guess this doesn't help you much now, but might this have been the extension you only got 5 digits for?

~Ibrahim~

 

I sometimes wonder if these companies.. Dell, HP, etc randomly like to play games and give the consumer the run around. Either that or they need to train their employees more on consumer satisfaction. I have an HP tablet and it died exactly 3 months after the 2 year warranty expired! Talk about coincedences!! My XPS 1530 is still running strong after 1 1/2 years. I got the 3 year warranty so I hope it doesn't die after that (crossing fingers).

 

I think..that some of the Dell employees do get some sort of satisfaction of *playing games* with the Customer, the moment they sense a level of *frustration*.

And, it's a given...Dell does need to train their employees on better Customer Service/Satisfaction/doing the *right thing*.

*Failed promises, followup, & followthru* from the Dell Rep's alone to our Fellow Dell Forum Members would be in the high percentages.

That is my gripe...These words..I *detest* hearing from a Dell Rep:

• I'm so sorry for your inconvenience, that this has happened...
• Let me assure you...
• Trust me...I will get it taken care of...
• I will call you back...
• I'm sorry, I cannot do that for you...(they should say *Let me see what I can do for you*

When they tell me those...phrases, I *roll* my eyes. Talk like a human being to me..not from *script*...Those phrases usually mean... *Yeah, I'm going to BS my way thru the convo, cuz I really don't have an answer for you*.

It's a toss up when you call..you either get a Good Rep...or you don't...Maybe force the Reps to have to look at themselves in a mirror when they are having phone conversations....so they are seeing themselves as a *human being*, and will treat the Dell Customer, as likewise.

I also..still like my XPS 1530 (minus my GPU issues) & my other Dell purchases!


Cin...

 

A lot of interest in a comment from someone's post which was... ummm... his first one? Let it go!

 

I think this a general Dell-vent moment for us all, lol.

If this needs to be moved, mods are open to it, I would say, as we're definitely not helping the OP anymore, lol.

 

The OP opened up the *issues* with his posted thread...Dell's Customer Service. Most of us replied with (as you stated) with a *vent*, or how we felt about Dell Customer Service, which is related to what the OP went thru during his/her ordeal. Dell-vent...nice!

Yes, it should probably be moved..to the *Dell Shipping Order Status/Customer Service Issues* section of the forum...but that is up to a Mod.

Cin...

 

For the occasion, I've set this as my wall....I may use this as my wall when I ship it back, LOL.

Dell-Hell

~Ibrahim~

 

Troll....how many of these first time posts do we see? My guess is some companies are paying people to spread this stuff on forums.

 

useless drive by posting. someone thinks their one post is going to bankrupt dell. :laugh:

 

How about I had problems with Dell instead of "don't buy a Dell"

Dell's are solid machines, worth the trouble if you ask me.

I have bought 6 Dell computers in the past 6 years how many have you bought in 10? 2? come on, just because you bought a couple computers does not mean that much, in 10 years I have bought at least 18 computers, yes that many, for myself and children and friends and Dell's are the best.

HP ore OK, nice features at times and fancy but some of that bling breaks.

I think dell is just better.

Customer service is really not bad, and it depends on what you pay for, for the expensive extended gold warranty you get US reps, for the others you get India.

As far as orders its India. they coordinate with US but it sucks. My orders all went well, even when I forgot a phone number on an order I updated and it shipped on time still.

SO It went right for me.

For you there was a break down. It happens.

But your not telling us to not buy a dell because the product sucks your telling us not buy because your unhappy with a mix up with your order, frankly the quality of the build is more important then mix ups in ordering, what good is buying a a computer that is poor quality and will not hold up because the customer service went perfect the time you ordered? Ok thats great but there are hundreds of negative stories about customer service with HP too, I have one myself.

I do not post "DO not buy from HP" I think its misguided.

Dell IMHO is better though.

 

Fail #1: This is a notebook forum. Last I checked the XPS 400 & XPS 9000 are desktops.

Fail #2: Real photographers use Mac.

 

It doesn't matter. Just another forum troll that did a fly by and hasn't logged in since.