Laptop shipped to wrong address >=(

Hey everybody, I don't usually post here often but I visit often to read. I'm trying to figure out if anyone has suggestions about what to do.

My laptop had to be replaced by Dell a second time within the last four years recently. I shipped it in and it took about a week and they placed an order to begin processing a shipment for a replacement. The replacement shipped out on Thursday. I had to do my own investigating to get a tracking number because the reps were useless.

I go to FedEx to check the number and find out its getting overnighted (YES!) but then to my horror, I noticed it's getting this to an old address I lived at YEARS ago. The thing I find funny about this is that, even when the laptop was replaced the first time, nothing was shipped to that address it was shipped to me at school. When I received the box to ship in my current unit to repair, it was sent to my current address. I have no clue where they got this address.

So since it's overnight shipping and was hours away from being delivered, I spend an hour with support yesterday morning trying to get the address corrected, because I already know that whoever in my old neighborhood sees the box will gladly sign and take off with it, and I will probably have to wait weeks for investigation to finish before getting the computer back, AND I'm in school. So we get it fixed, after an hour, but I end up being late for work, not good.

I call back when I get home to see if there's anyway to compensate me for the time spent with reps (this isn't the only occurrence I've spend this much time in support calls with them), possibly a free battery, or EVEN a discount on a warranty extension (which would attest to my satisfaction by even opting to extend it.)

I end up being told by the "customer care" rep. and his manager that they do not do "compensation", keep in mind that's the word I used, so I'm wondering if they even had any idea what it meant.

Anyone have any ideas? While I would like to get something for my time, my even major concern is the increase in difficulty to get issues resolved with them, given the response I received today, and what happened yesterday. Any advice is appreciated.

 

One thing, never give up. You have just been speaking with a *Customer Care Rep" and, his *Immediate Manager*...The chain does not end there.

Your best bet would be to speak directly with a Resolutions Specialist regarding this, that way you will have a Case Number, etc. generated.

And, then if things do not work out positively going forward, you can complete the Unresolved Issues form. That should be your next step in getting you somewhere.

I have had a few issues that have been sorted out via a Resolutions Specialist, and have received several very nice gifted E-Coupons via e-mail to spend online for *compensation* for issues related to shipping problems, backorders, etc.

If, after that...you can always escalate via e-mail contacts, etc.
Though, I would imagine you should be able to get resolve with a Resolutions Specialist.

Cin...

 

I tried that, and just received an email saying it's been forwarded to a specialist so we'll see what happened. I sell computers and I'd like to be able to have someone positive to say about Dell for once.