Lied to by Dell

I checked the status of my 1520 order on an online chat session around noon today. I have an esd of 8/10. I was told by the online chat rep Silvi that there were no parts backorded for my order. OK great I thought. I just got an email from another csr for Dell that one or more items are on backorder. What's going on? Do the Dell reps even know what's going on? Does Dell really care?? I was told I would have a new esd in 24-48 business hours.
Probably the dreaded Aug 28 date.

 

welcome to the club. now let's hang tight because it's going to be a wild ride

 

mmm...i don't know if i want a dell anymore, way to many horror stories about CS or delays..especially since my hubby starts school the 29th (august)

 

I was also sent an email on Aug 6 that stated that my order was in the final stages of production. I know what that means to me but not what it means in Dell speak Also, just got off another online chat session concerning this latest development. Don't know that it solved anything. The csr kept telling me that my esd is 8/10(whcih I already know-DUH!) but really didn't give me any other helpful info. No new ESD. No explanations as to why I've been told these apparent lies. I told Savitha that someone better contact me tomorrow with better answers. I won't hold my breath!

 

Also try to get concessions like warranty upgrades, OS upgrades, accessories for your inconvenience.

Helpful post on how to get concessions by flamenko

 

"Always assume ignorance before malice."

I really don't like when people jump on someone and claim they lied; that's pretty harsh. It's entirely possible that they had the wrong information in front of them and just told you what they had. For instance, when I called the Dell Order Status number and gave them my customer number, they told me my laptop was in preproduction, shipping on one day; when I gave them the order number instead, I was told it was boxing, and shipping a different day. I'm guessing this is a similar cross-up, a product of a bad system on their end, and not a "lie."

Now I'm not saying that should make you feel better, or will change when your laptop gets here, nor am I defending this cluster[expletive] that Dell has gotten itself into. I just don't think "OMG I was lied to OMG" is fair.

Go for free stuff. You should be able to get it, and it makes everyone feel better.

 

Dell does, indeed, lie. I tried ordering over the phone and I asked about how much it would cost for so-and-so upgrade and what not. The rep then went and offered 'free' upgrades and what-not so I decided to think about it and he gave me a quote. On a whim, I decided to check online for the price where I found out that 'freebies' where, indeed, not freebies and his quote was much more than the online equivalent.

 

I got another email this morning. My new esd is the dreaded August 28 date.

 

does this happen with desktops too..or just the laptops?

 

I don't think it's a matter of plain out lying. I think the Dell CSR's just don't know **** and make up stories to end the conversation. Which is still considered lying. So yeah.

 

I ordered an Inspiron 1520 on July 23rd... The first thing that happened is that they misspelled my name (even though I typed it in)... I was told that I can't fix it w/o actually cancelling the order or waiting for it to arrive and than complete transfer of ownership - from "misspelled me" to "me".

Originally ESD was Aug 15th. After a few days of it still being in "production stage" I called and got the first piece of information - quote:

...

FYI: WXGA+TL is the 1440x900 screen that I chose for its contrast and higher resolution not too high to bother my wife surfing the web.

Well, OK... I don't like it, but that is some piece of information. I was ready to upgrade the display as 1680x1050 was not delayed. So I call them by phone this time and I am told that, in fact, NOTHING is delayed, that all parts are available and ready and that my system will be built soon and that they will put "RUSH" on it (whatever was that supposed to mean). CSR told me that that display had indeed been on backorder but no longer. OK.

Yesterday (Aug 9th) I decide to check up on my status again. I no longer trust the web site since I can't get any details - all I have is "In Production". CSR tells me - quote again:

OK... I was not willing to give that up, but I decide to call by phone again, to verify this. I decided just to ask what is the issue and not tell them about this thing. Then I am told that everything is fine except the colour I took (Midnight Blue)! That is the fourth piece of inconsistent information so far. So I tell her about the history... They can't explain it. I was advised to change the colour if I need my computer sooner. Which colours are not delayed, I ask... The answer: Black, White and .... guess what ... Grey! (Just happens so that Grey is really not available at all, but who cares...) Furthermore, my current ESD is Sep 4th/5th (for Midnight Blue back).

So I ask how long will it take... Well, Black, White and Grey are only on something like 12 days delay while my Midnight Blue is on even longer delay. None are just available. I was also told that if I manage to change my order in place, I would get the system shipped by the end of August, but if I had to cancel it and place a new order, I would have to wait until something like Sep 5th or so! Now, I did try to change my order before (display) but I was told that I can't do that - the only option is to cancel the order and place it again... So I would get absolutely nothing changing my order...

And, oh, BTW... even without me asking for it, CSR said that they do not offer any discounts or anything like that. I wasn't hoping for a discount, but I will admit it - this will cause me a lot of hassle, and I am starting to look for other similar notebooks that I can just buy. If Dell doesn't do something to keep me as a customer and I do find something else suitable, I'm not sure I will ever go back to Dell...

 

They lied to me as well... Some CSR named Josh told me it would ship on 8/5 if I ordered it when I did and that nothing was on backorder. He suckered me into buying the darn thing that night by saying that if I waited the ESD would be 8/28 ... come to find out that my actual ESD is 8/23.

 

All I want to know is why on an online Dell chat session on August 9 at 12:02 pm I was told the following:

And why in an email dated August 9 at 10:59 pm I was given the following information:

Surely someone from Dell will know the answer.

 

Its seems to be common place. Every time you talk to anyone at Dell they give you a different story. I was told that my laptop would be shipped on time, "Nothing is on delay in your order." Then when that date passed I was told, "All systems are delayed." Then I was told, "There seems to be a error in your order." And most recently, "Your system will be shipped within a weeks time." All of which have proved to be untrue. What is the real story? Is it that each time you call they are pretending to enter your order number and just making up a story off of the top of their head. It seems that there are alot of first and last time Dell buyers. As well as many loyal customers who are questioning thier future decisions and looking to take thier business elsewhere. Word travels fast, Dell! But apparently your systems don't.

 

Wow.. Grey 1520s?

 

"There's an old saying in Tennessee — I know it's in Texas, probably in Tennessee — that says, fool me once, shame on — shame on you. Fool me — you can't get fooled again." I'm DTM and I aprove this message.

 

I made an initial order of a computer on 6/25 (Inspiron E1705
Intel® Core™ DUO T2350 (1.86GHz, 2MB L2 Cache, 533MHz FSB), FREE Upgrade to Genuine Windows Vista™ Home Premium with 1GB of memory ), well after an initial ESD of 7/10, and two subsequent back orders, I took a look at the shiny new ads that were rolling out with the new Inspiron 1720. So I cancelled my initial order, and on 7/18 I placed another order, this time for an Alpine White 1720. My initial ESD was 8/3.

After dealing with CSR chats on the first one, I really wanted to keep close tabs on the second. So I entered a chat as the 8/3 deadline approached, and I wasn't surprised to find that when they checked, they indicated a backorder of 8/10... I asked what the delay was for, and clearly by this time I think they are so weary of that question they said they would email me within 48-72 hours. I still haven't gotten an email.

I kept checking the order status, and it continued to show "in production", so on 8/10 at 12:30 am, I got into a chat to find that my ESD was still 8/10. I tried explaining in vain the Dell Chat representative that the delay on this computer was costing me money in productivity, as there are projects on hold. I said that all I wanted to know was that my computer indeed would be coming today. Then of course I was told about Dell using the "mail order rule... and that shipping dates were only estimates". Well, I went to bed, thinking hmmm.... it really already is 8/10, and there is no back order indicated... I ended the chat approx 1 am... at 4:30 am, something woke me up, and I quick checked the site before I went back to bed. Sure enough, on the order status page, there was an indication of a backorder... grrrrrr new ESD is 8/17.

Here is the scary part. It gave me options to either (1.) Cancel that order, (2.) Agree that backorder ESD or... the unthinkable (3.) Agree to all future backorders for this product. I wanted to scream. So in other words there is probably very little chance that computer will even ship on 8/17.

One of the problems I've had with it, is that you can't swing a dead cat without coming across an advertisement for the computers that we are all waiting for. I am really really hoping that the media picks up on this soon, because it's such a joke. Dell has such a great reputation, (at least among those of us that aren't particularly techie)... and I feel like they are going to get through this unschathed. One thing I did notice today though is in the Dell email ad that came to me wasn't including any notebooks, they were only advertising a desktop.

I've been trying to find review sites where I can post my experience, because so many people rely on the online reviews before purchasing. I want peopleto be warned that if they want their computer before school starts, and they are just going to order it now, it probably isn't going to happen. I've written letters to the tech editors of my local papers, I encourage the rest of you to do it as well... The sooner Dell has to face scrutiny outside of our screens the better. Perhaps a little national attention would put a fire underneath them, and examine how they roll out new products in the future... not to mention how they treat us when we are simply trying to get what we order.

Wow... it feels good to vent... not as good as it will feel once I get my computer, but seriously, I feel better already!

 

You know what, I take it easy on my CSR's. The only thing that they cant really controll is when and how the laptop is put together.

Their job is basicly constant covering for Dells problems, and insulting these people and giving them **** ising going to do anything but piss them off even more. If I were a CSR I would cancell peoples orders just to get back at them and make them wait longer for it to arrive. I think they actually do that to people too, I mean, how else does it happen to people?

 

With my experience with dell, i think they have lied to me. I ordered inspiron 1720 on the 17/7. Most of the specs has been upgraded to the highest possible except for the HDD and screen. I wanted to stick to the 1440x900 with TL as the 1920x1200 would be beneficial to me with the 256 8600m with regards to game. This CSR named Raj Kumar told me that the 1440x900 was out of stock and there is a long wait. He persuaded me to get the 1900x1200 which is like £100 more and he said it was readily available. I agreed to that upgrade as I dont want my unit to be delayed as my inspiron 4100 (yes 5 y/o) died on me. So he told me that the EDD was 10/08 but when I received the order confirmation it was 3 days delayed, fine I can cope with that.

Almost everyday im checking my order status and it was still on pre-production. I phoned CS and asked why my order has been in pre-production for such long time. She checked her system and she told me my unit was in-production and EDD is still 13/08, so I said good. But the following day I checked my order status, still pre-production and date was pushed back to 11/9. So I immediately phoned CS and was informed that the glass screen was holding up my order. Really got upset and phoned the person whom I ordered the unit but with no luck so I just emailed him. I asked him the reason and also asked him if he could downgrade my screen to 1440x900 without cancelling my order or just give me some form of compensation. Until now im still waiting for his reply.

Last night I decided to get a toshiba satellite x200, I paid £200 more but i'm getting 512 8700M DDR3 (really nice), 320Gb HDD (2x size of my dell order), HD-DVD drive, built in 5 harman kardon speakers. Most features of the unit are almost the same with dell's xps units. So I'm waiting for the confirmation of the delivery which was 1-2 weeks.

I haven't cancelled my order with dell yet but will do this coming week once I received the confirmation from the website where I ordered my tosh. So goodbye dell and thanks for the very appauling service. Will never recommend to friends like I used to when I got my inspiron 4100.

 

I cant wait to eventually get my hands on a comp with DDR3 ram in it. With DDR2 being 2x as fast as DDR, and DDR3 being 3x as fast (Ithink thats how it goes, its been awhile since Ive known for sure) I can imagine what 4GBs of DDR3 would not only COST, but imagine how zippy that would go!

 

I wasn't rude to the CSR's when I chatted with them. I did however feel as though I had to let them know how frustrated I was. They are serving as a portal to the company, and I wanted some type of documentation as to how frustrated I am.

In fact I declined offers to fill out a customer satisfaction survey following the chat because I told them I didn't want my frustration with the company in general to reflect how I felt about their individual level of service.

Just a guess but I wonder if Dell will be as patient if some of their customers out there with payment agreements suddenly have "backorders" on their payments. I wonder if they would accept, "due to unforseen circumstances the money that I had planned to use for this payment is not currently available to me, thank you for your patience as I wait for a new shipment of money to come into my account. Please be assured that I will be personally looking into it and will talk with my supervisor and put a "rush" order in to make sure you get your money as soon as it becomes available."

 

You know what, thats the smartest thing Ive heard today, im serious too. If people rate the CSR poorly, im sure most of that is anger becuase they are pissed off at their order status. If they rate them positivly, they are happy at how things are progressing with their build. People tend to give them the **** for the company though. Its like the younger brother getting the blame for something the older brother wont admit to. Dell being the older, CSR being the younger brother you dont understand through a thick accent.

 

dell = money hungry bastards. pretty obvious they can't handle all these orders so why can't they just put out of stock on those particular items instead of the order kept rolling in, they must really enjoyed customer complaints.

 

That would rule

 

I bet corporate doesnt really care. As long as they still have people backed up, they must figure they still have enough people waiting to keep orders flowing even if people do cancel. What are 1000 unhappy customers that cancel orders and switch to toshiba to them anyways? Do they not supply to businesses with over 1000 ordered machines, in even more expensive configurations? Dell will turn out a huge profit regardless, and I dont think they really care if someones feelings get hurt. They are after all like einhander said "money hungry bastards".

 

all companies do it, its their nature too, just learn how to buy smart in the future and don't trust what any of them have to say too naively. just be smart and remember, its just business.

 

LOL..i'm more than likely not gettin a Dell now..but i've been looking at some nice Toshibas. anyways that thought was so funny SP1236