My Dell Experience (poor)

I ordered a 1530 XPS laptop online (see below). Before the system had shipped, I decided to upgrade the processor to 2.4ghz because at the time it was only $80 extra. When I called Dell, I spoke to the sales guy and he was telling me it was $200 and where did I see that it was $80. I told him the web page showed $80 originally, but the web page had now changed because the sale was over. He said he would call me back and I requested email because I was not going to be home at the time. 2 days later and no communication I call dell and talk to sales again. They cancelled my order and made another order without even notifying me of cost change. I was not happy about this so I told them to cancel everything. I wrote an email later explaining that I didn't like the lack of communication and I've never got a reply on that. I communicated online with their customer service and expressed that I still wanted the order. I tried to explain the reason for cancelling was lack of communication and not knowing how my order had changed. In a nutshell he said I was now out of luck and could not get the same deal. I would call their sales department, but I don't really like talking to people I can barely understand.

Rob





XPS M1530
Intel® Core™ 2 Duo Processor T7250 (2.0GHz/800Mhz FSB, 2MB cache/), Genuine Windows Vista® Home Premium Edition $1,360.00 1 $1,360.00
Processor - XPS 1530 Intel® Core™ 2 Duo Processor T7250 (2.0GHz/800Mhz FSB, 2MB cache/)
[223-3634]

System Color and LCD cover Pattern Tuxedo Black
[313-5814]

Memory 2GB Shared Dual Channel DDR2 SDRAM at 667MHz (2 Dimms)
[311-7821]

LCD Screen & Camera High Resolution, glossy widescreen 15.4 inch LCD(1440x900) & 2MP Camera
[320-6078]
[420-7715]

Video Card 256MB NVIDIA® GeForce™ 8600M GT
[320-6082]

Label Windows Vista™ Premium
[310-9516]

Hard Drive 160GB 7200RPM SATA Hard Drive
[341-6247]

Operating System Genuine Windows Vista® Home Premium Edition

Optical Drive 8X CD/DVD burner (DVD+/-RW) with double-layer DVD+R write capability
[313-5820]
[420-6464]

Sound Card High Definition Audio 2.0
[313-4783]

Wireless Networking Cards Intel® 3945 802.11a/g Mini-card
[430-2676]

Office Software (not included in Windows XP) Microsoft Works 9. DOES NOT INCLUDE MS WORD
[420-8051]

Anti-Virus/Security Suite (Pre-installed) No Security Subscription (30-day trial)
[412-0940]

Primary Battery 56 WHr 6-cell Lithium Ion Primary Battery
[312-0638]

Services 1 Year Return to Depot Service and Technical Support
[901-0160]
[901-0187]
[920-5070]
[950-9057]

Optional Support Services DataSafe Online Backup 10GB (included with price)
[420-7091]
[420-7094]
[987-7449]

PROCESSOR BRANDING MOD,LBL,INTEL,NB,MEROM
[310-8319]

Internet Access (ISP) No ISP Requested
[412-0148]


Congratulations! You have qualified for $171 savings with your online purchase. - $171.00
Subtotal: $1,189.00
Shipping and Handling: $0.00

Environmental Disposal Fee: $5.00
PST: $59.45
GST/HST: $59.70
Total: $1,313.15

 

So I'm guessing you got it but for the 200$ not 80. or did u cancel everything

 

so are you going to buy an HP instead ?

 

I don't get what you are saying. Prices change all the time. If you went to best buy to buy a laptop and it was on sale on saturday for 1000 and went back on sunday to get it and the price was now 1200 would you have the right to complain? No, the sale ended.

Per dells rules, if you want to modify an order, you have to cancel and reorder. Reordering does not enable you to use the past sale as you are ordering at the current sale date.

 

I inquired if I could still get it for $80. He said he would get back to me and he never did. When I contacted sales, my original order was now cancelled and I had a new order at a higher cost. So I cancelled that. I spoke to customer service and said I just want the original order, but they won't do that now.

Rob

 

Wow that sucks seems like Dell ahs just been jerking people around alot lately.

 

So order it again when the price fits your taste. Where is this thread going?

 

Dell is an overgrow, unwieldy beast.

 

Well said.

 

Dell *never* told me the order needs to be cancelled and a new one made. I only *asked* if I could upgrade the processor for $80 extra and if I could not, then just leave the order as is. The sales guy never called me back or emailed me like I asked. The original order was cancelled, a new order was made and I *never* got any information on this until I called them back. How am I supposed to magically know Dell Policy if the sales staff do not explain these things?

Rob

 

Not really.

 

Remember that big long legal mumbo jumbo you check boxed and said i agree to before you made the purchase? Important things are listed there

I do kinda see where you are going though, it was most likely just a miss communication between you and the current csr at the time.

 

I don't think Customer Service is gonna help you here. Why not just call sales, tell them your story and see if they'll work with you to get a similar system at a similar price?

Be calm and polite when explaining your problem, don't raise your voice and keep the recriminations down and they'll probably do something for you.

 

Lol, like anyone ever reads that? Yes, it's more misunderstanding than anything. Even when Dell did change the order, I received absolutely no confirmation or new order status from them. I'd order again, but it would cost $400 more now so I probably won't bother. Oh well, live and learn. Maybe I can get them to honour the original order. Never hurts to try, but I doubt they will.

Rob

 

You're right, customer service has been no help at all. I will try the sales department next.

Rob

 

Thats actually a very good suggestion she gave. Being polite with dell goes a long way. Oh, and call during 9-5 mon-fri hours for the best chance of getting a good csr. Just be polite and clear explaining the situation.

 

She.

 

Post edited

 

I am going to agree with Rob on this. He never cancelled the order. He basically asked a question but the guy never got back to him. Why should he have to order it again when he never gave permission to cancel his order?

 

I don't disagree. However, as his experience so far has shown, getting CS to see it the same way is gonna take some doing. And I think the simpler way of handling it would be to see if Sales will make it right for him instead. He can always go back to hassling CS if Sales don't do anything for him.

 

true, I have had too many of those tiresome phone calls to cs. I agree, I think the best thing is to try sales and hopefully they fix this