Extremely Unsatisfied with DELL SERVICE!!

Dear all,

Before I begin to tell my case. Bear witness and imagine how you would feel with the following general scenario, which is not my case but very similar with Dell's experience:

Imagine lining up to watch a movie. The movie ticket contains the person's name where they will check each person's name with their ID in order to allow them in. However, they mispelled your name, and has apologized. So they reprinted your movie ticket with your correct name, but has asked you to line up all over again from the very back. How would you feel?

Note the above scenario, it was not the person's fault, but rather the company itself. This is similar to what happened with my Dell order.

I ordered the XPS M1210 on August 30th and was happy with everything and the shipment will arrive on September 18th. Then in September 5th, a Dell representative from the credits and payment department called to verify my credit card and my order and that my shipment will arrive one week in advance since they will start to assemble my new laptop. So I was very surprised and was very happy about that! About an hour later, the same person called saying my credit card does not exist. I have no clue what happened, but to make the long story short. The problem was that this person CALLED THE WRONG CARD CENTRE. He then fixes the problem and he confirmed that my order will still arrive next week. So I was more relieved. Then today, I received a notice that my order has been cancelled and a new order has been set with a new shipping date ONE WEEK later than my original one (September 25th).

I was very mad so I tried to call in and complain. The funny thing was, the sales people were more kind than the managers. All the managers do is either tell me or my mother to call some other number to contact other departments or apologize and say we cannot do anything but to hopefully rush this order, and stuff. OK I UNDERSTAND. A big company like this cannot do much to disrupt their large complex system, but at least some compensation? Well at first they offer some software. OK Wow? I'm not being picky here, but I rather not have one? So we asked for discounts and they said no. OK FINE if they can promise a shipping date that will arrive on September 18th or around there. Apparently, my mother has called and talked to 2 different managers now and they are all completely useless I can conclude. Other companies I have dealt with, by now, would get some sort of compensation that my mother would calmly accept. But I've never heard my mom yell, "DO NOT HANG UP MY CALL!" I don't know what happened but I can tell you, my mother has not said a single swearword to them. It was a formal discussion, maybe just a bit on the loud side.

To add, they have lastly told me to read the Terms of **** and said that they are not liable for delays of shipments. I totally agree because nobody can guarantee. But I cannot take for the fact that it was their mistake which resulted in this situation. If it was SIMPLY a delay because of Purolator or some parts didn't come in on time, then I would accept their delay since it's not their fault. However, in this situation, clearly Dell should be held responsible for what they have done wrong and not use stupid lawsuits to hide their problem.

Their service is completely crap. They're famous for forwarding your call, or telling you to call another department. I've waited on the line for 40 minutes. Then they tell me to call again tomorrow to another department due to power outage. It's like playing a transfer game? I mean come on! I don't care what manager they are in charge, but the managers should ALL have some sort of power to override their *complex* system or if so they have.

By the way, Dell Canada doesn't have Express shipping, is that true? If so, that is pretty dumb in my honest opinion. What if somebody wants to pay more to get the product faster? Nothing they can do? No flexibility? Can't they just get one single dude to drive to Purolator and send the product as an express? I mean, I'm pretty sure there is more than one case like this happened before. Is this what Dell Canada provides? Maybe it is...

I've always loved Dell for their customer satisfaction and quality and value of their products. I've got a 2005fpw and was going to keep purchasing Dell LCDs from now on. I even decide to wait 2 weeks for shipment just to buy a Dell laptop instead of buying all the other brands where I can just go to a local retail store and grab it immediately. There was a reason why I chose Dell, but unfortunately, this has upsetted me too much. I've always advertise Dell to all my friends and family members, but I guess they might lose more than just one. It might not be a big issue for them, but brand loyalty is pretty important I think, if this happens more times on someone else...

After this M1210, I think I'll never buy a Dell again, unless I have further compensation later on that can satisfy or cover for this unfairness and mistake that they have created. But for now, nothing has been resolved and all I can do is wait... with their so called "PRIORITY RUSH". Words mean nothing. Actions mean everything. I can't do much I guess but to wait.

Why is life like this? When you're not the one that made the mistake but you still get all the consequences from it.

Thank you very much to those who have actually read everything that I've said. I know my advise would mean nothing to this world, but if you need a laptop, I advise you to go for some other brand. I thought Dell was #1 before. They still will be #1, but counting from the bottom.

Thank you for your attention!

Sincerely,

dL

 

**** happens, every company does it so don't think it's only with Dell.

 

Patience is a virtue. Relax, wait, and it will arrive. Dell offers no promises on availability or shipdates for this exact reason. Not everything goes exactly as planned every time. You may have had some unfortunate issues with people in customer service when dealing with the mistakes that were made, but once the issue was resolved and a new shipping date was set, that really should be it for you.

When someone makes a mistake it doesn't automatically mean you get something for free. To be fair, you were never promised anything as far as arrival dates. As long as you pay for the laptop, and you get it, there is no further compensation needed.

Why is life like this? They didn't guarantee a day you would recieve a product. If arival date was of such importance, then you SHOULD have gone to a store yourself and purchased something else.

The world doesn't owe you something for it's unfairness and imperfections. Chill out, relax, and roll with the punches. As griff said, "stuff" happens. That stuff happens everywhere, every day.

 

I agree I am picky. At least I should get some compensation? Right now it seems like there is none since we were too pissed? Well apparently, probably I was very lucky in my entire life, but I've never had this situation come up to me. I mean I've had similar but all of them gets resolved with proper compensation immediately from some sort of manager at whatever department. Doesn't seem so with Dell.

dL

 

Your compensation is getting the order back on track and getting the laptop shipped. I guess the only thing I see you able to get out of this is maybe a faster shipment method when your order is ready? They already offered some software and apparently that wasn't good enough for you.

 

I told them I would be completely satisfied if my shipping date would remain the same as my original order or close to it, NOT on the week of SEPT 25. However, all they did was put a "RUSH" to my order. Well apparently the original Dell Sales did that to my laptop and doesn't seem to have any effects. It doesn't seem too promising. I'll forgive them if the laptop arrives next week as expected, or else...

dL

 

sorry there is no way any company is, or should be obligied to give compensation. but i do argee they should put the order to the top of the pile because of the mistake...

wow sounds like Toshiba, I had a 5 month Sega with there support and understand the 'i will transfere you to the manager' thing. more than once.

acer support is good at least when it comes to repairs...
they told me 4 weeks and it was at my door in 1 week !!!!!
i know you can not buy acers direct from acer so it might not be a fair comparision but i never got the 'tranfere to the manager thing' eve though the damage was 'questionable' (plastic was broken in a way that suggest a drop)

just wait it out... what else can you do?
best of luck

 

YES YUIO, I love your first sentence. SHOULD PUT ME BACK ON TOP OF THE PILE. But no, all they said was I can put a "rush". Wow?

dL

 

Yikes, what buggers eh? The first thing they should have done was appoligize for the horrible mix up and offer to make sure there are no more snags in the process. Be very appologetic and such. However no compensation should be offered. If they had sent you laptop to someone else and then you got billed for it, then thats a real pain. But yours still going to get it and in decent time too.

They in fact did offer to do something and thats send it priority rush. I would be happy with that or go buy form another company if your not satisfied. In my opinion to many people in this darn workd expect wayyyyy to much. Be happy with the service and what your getting or go buy somewhere else.

 

Frankly, I don't think you should get any compensation. So they screwed up, but its not a major screw up. You should see posts on reselleratings.com about companies like Alienware, where some people pay $4000 for a system and never actually receive it. In your case, Dell screws up, but they fix it, and they even say they will do the best they can to get the system to you as soon as they can. They even offer you some software as compensation. Judging from your reaction "OK Wow?" you seem to be completely dissatisfied by this nice gesture of theirs (which they aren't obligated to provide anyway). I mean what the hell are you expecting? A free mp3 player or computer or something? Welcome to real life, it doesn't revolve around just you. Don't make mountains out of molehills.

 

why are so many people in the mindset that if one little thing goes wrong, that they are owed"compensation? " every tenth post is about someone trying to get something for nothing, earlier today someone wanted something cause they got put on hold, and if you need the laptop that badly right now, go buy one at a big box store

DL, I demand compensation for reading your post

 

Dude I just want my order placed where I was supposed to be placed originally. That's all.

Maybe I should clarify this. My mom wants compensation. I don't care about that as long as I get it the original date it was intended to.

Sorry for the misconception.

dL

 

Remember, put yourself in that situation. If all of the companies from now on that you buy delay your orders because of their fault, and if you still feel extremely satisfied about it, then I have no say about you. You are perfect.

dL

 

It was explained to you that that IS NOT possible. Dell is a build to order company. They need to assemble the stuff you ordered within the boundaries of how their system works. It's not like they built your system, and took it apart and started over.

Someone made a mistake durring the initial process, and now you have to go through it again. That is the way it is. You can't go in a time machine to reorder the machine on time.

No misconception.

 

Remember, this doesn't happen to everyone. They didn't screw you over on purpose. There isn't a guy in the back cackling like a madman looking at a computer screen with your order on it.

 

Actually no digital, I might be the annoying one but I would never (at least for me, don't know about my mom) delay other people. I would put things aside and talk on the side if that happens... Please don't think I'm a whiner or anything. I just feel I should get something like express Purolator shipping if they can't modify their production sequence? Sounds fair? If Purolator delays it, then I'll contact Purolator myself.

dL

 

All of the time spent on sending your phone call around their system and the time spent talking to them about trying to get compensation delayed someone else from talking with said customer service representative.

 

I run an import warehouse for a living,I know all about delays and screw ups, sometimes its my fault, sometimes its theirs, screw ups happen, yours wouldnt be the first, and surely wont be the last

 

Would it seem reasonable if I call in tomorrow and just ask for perhaps an upgrade for my Purolator shipment to an express shipping?

dL

 

See this is where I start agreeing with you. Simply explain quickly and calmly what happened and say "can you do anything to get it to me faster, like perhaps a better shipping method?". I have dealt with many companies and when snafu's happen, they are usually willing to help out with a faster shipping method.

 

Okay I'll give that a try tomorrow digitaltrav. Should I say "Cancel the order" if they say no to even that and see if they will make any changes?

dL

 

By the way, can Dell Canada even offer that? From the very first representative that I called (not in any of these cases), there is no such thing as EXPRESS SHIPPING in Dell Canada.

dL

 

If you will be happier getting a system elsewhere due to the problems you've encountered then yes, tell them to cancel the order. That is deffinatly within your rights. If you are just using it as a threat to them, then no.

As far as faster canadian delivery, I don't know, that is something you will have to ask them.

 

It's not Dell's fault that your order was messed up. It was the guy who was taking care of your order. And guess what? He's human. He made a mistake. I'm sure you've made mistakes before.

Dell offered you compensation, but it obviously wasn't good enough, so that's what you have to deal with. You can't sit back and say "they should offer me compensation." They did. And they didn't even have to do that. Try ordering from Alienware and see what happens. This shouldn't swear you away from Dell. It was a simple mistake that happens, and waiting one more week isn't really that big of a deal. And if you're this dissatisfied with their service, then you should probably just cancel your order altogether.

Dell is like any other big corporation. They have their problems, yes. But where Dell is great is they try to appease you as much as they possibly can. I know this first hand. And yeah, you can look at it like you got a raw deal. Or you can look at it like you got relatively lucky. How about those other customers who ordered D420s and didn't get them for a long time? Sorry to hear that you're dissatisfied either way.

 

Please be nice to one another. Don't make anything to personal and attack each other. Thank!

<3 Niki

 

True enough. I made a statement which was somewhat personal earlier in the thread in the heat of the moment. I went ahead and edited it. I think most people are standing by their opinions on this one, and it's hard to keep it civil all the time

We're all friends here tho, I wouldn't wish any kind of delay like this on anyone. I can deffinantly see where someone can get upset when it happens. Getting new stuffs is very exciting, and nobody likes it when they delay christmas!!

 

Just a side note, anyone actually tried Apple iLife 06 and is it actually that good? The Apple page makes it sound very good! I would like a Macbook then if Dell can't please me with a simple express Purolator shipping upgrade.

dL

 

iLife is a collection of fairly well done programs that work great and match up with the OS very well. Most of the things offered in iLife have an equally good free alternative on Windows tho.

iTunes = available for free on windows
iPhoto = Picasa free from google
garageband = not a lot of free alternatives but some purchaseable windows alternatives are adobe audition, acid pro, cubase, cakewalk, reason
iMovie = Windows Movie Maker, lots of stuff you can get fairly cheap that'll work better .. sony vegas being my favorite for video editing.
iDVD = Nero has the same basic style features, if you want to get in depth you've got Pinnacle Studio, Ulead Moviefactory

There isn't a lot of "zomg mac does this pc doesn't" anymore despite the clever "I'm a PC. I'm a Mac." advertising campaign currently running. There is no doubt that OS X is a great operating system, and Apple does a great job at packaging some nifty hardware to show off their great software. If you don't mind having an integrated gma950, I think the Macbook is one of the sexiest 13/14" notebooks avialable.

 

Sounds like your're more pissed at lack of compensation more than anything. Chill out and grow up. Somewhere in Lebanon some poor kid got his house and all his possessions destroyed of no fault of his own. I don't see him *****ing to get compensation. A delay in your laptop should be just a minor annoyance.

 

I have to agree with ScreamingBlue, if there's anything that turns me off to this forum it's the large number of posters who feel somehow entitled, looking for freebies and compensation over minor issues. The word "spoiled" comes to mind.

Thankfully, most aren't like that and are willing to share their knowledge.

 

How many other forums did you post this on? So far I've seen this identical post here and at notebookforums.

 

OK an update to what's happening. It's now in Pre-Production ... great ... what does that mean? Still waiting in line? Sigh... Mine should've been in PRODUCTION 2 days ago IF EVERYTHING WAS **** FINE!

All I'm going to ask for from Dell are 2 simple things:
- Upgrade Purolator shipping to express
- Free warranty upgrade

By the way, I should call the original salesperson to talk about this right? I doubt I should call Customer Care because they are the worst of all. And the credit card dude that made the mistake can't do anything about it so...

danimal: only one more - Neowin.net - my favourite forum

notebookftw: k fine, then I hope he gets fired or gets warned about this. I don't want him to screw up any more innocent orders like this. But he told us that DELL instructed HIM to call THIS SPECIFIC CARD CENTRE #, but apparently it's wrong. Either he lied, or something is really screwed up within Dell.

dL

 

lol I just realized my rep aint that good, because of this? What does this have to do with helping other people with their problems? It's just a rant, that's all. Oh well... I guess NO ONE will trust me now... I can save my breath.

dL

 

Patience. It will get to you. Not everything in life comes in the form of instant gratification. If Dell cannot please you, then find someone who will. It's really that simple.

 

I have gotten to many complaints on this thread and already warned this thread to reframe from personal attacks. Thread Closed.