My Dell M1330 Order is Screwed Up

I have just been called by customer service that there is an error on my order. If I logged onto the Dell order status website, it shows "in production". But the customer service guy said internally there is 2 sub-stages in the process - pre-production and actual production. Mine is at the "pre-production" stage.

I have been spending so much time on my order for M1330, I am totally exhausted. I ordered my M1330 online with my university recommended discount. There was no confirmation after that. I called numerous times. Eventually a sales agent placed the order manually for me. The shipment was delayed til 29 Aug from 27 Jul because of that. I called customer service, they said they will try to expedite it once it is in the production stage. They just called not long ago that M1330 is still in pre-production stage. They say there is an error with the order and I would better re-order it again. The worst part is if I reorder, I may not get the same student offer.

I did it just now, the sales person said she is unable to match the price, and will try to do something about it and call me back tomorrow. If they are not able to match the price, I am going to escalate it to higher authority.

I wonder, if I have not ask customer service, I would not even be informed that there is an error on the order! It looks fine on the order status page. Even the sales ppl cannot even tell me what is wrong with the order. They just said it looks ok. Customer service is telling me a different story...its ridiculous that they seem to be all so clueless about their own system.

For all the M1330 customers out there, maybe the same thing is happening to your order. Just be aware of the possibility.

Included is the email correspondence with customer service with names censored out. There are much more on the tele-conversation, but its just too much...I am very dissappointed with the service quality of Dell.

 

Sounds like a horror story...

 

Sorry... You wrote so much yet you got the worst insignificant reply ever from that Dell rep...

 

I don't believe that they can't offer you the same price. Dell EPP canceled my entire order when I asked to remove an accessory via e-mail (estimated ship date was also August). I sent them a note and they reinstated my order, removed the accessory and upgraded me to expedited shipping. I will admit Dell Chat is useless but the Dell EPP e-mail customer service was helpful.

 

Hmmm 27th June student orders....

 

I have the same problem!

I bought it, and told the guy I needed it by next week. He said Ok no Prob its 8-10 open day.

I received the Order Status and it says Shipping is 20th of August. So I called customer support Friday (4open days later) and they told me, Ya its a problem with the system, dont worry your order "should be" in the delivery process now, it takes time to update often. But the Order Status didnt Change. I called again they told me it should arrive yesterday or tomorow (8-10 open days). If it doesnt arrive tomorrow Ill cancel my order and go buy a Macbook.

I called 3 times and everytime they either didnt reply to my answer. It's either "Yes mister it take 8-10 days". But it doesnt change the fact that the order status and approx date is still August 20th. Everyday I log unto the Dell Order Process its still in "Pre-production"

-1st time Wednesday 4th (Mister call back in 24hours to let us process the order)
(Status Preproduction - Estimated date 20 August)

-2nd time Friday 6th (Should be on the truck the processing computer takes time to update check it tomorrow)
(The thing is still in Pre-production- Delivery time --UNKNOWN )

-3rd time Today 12th (It should be there today or tomorow! - Can you confirm do you have a tracking # or a confirmation that it went out of the factory? - No, it says nothing..that's strange... but all orders take 8-10 days.. *he told me 10 times about how strange the thing was)

(.. today Pre-production . delivery Unknown)

.... So now, Im getting pretty pissed. Man, they dont know and dont care where my order is? I dont even know if I should expect it or cancel it!

 

Guys, a question to both of you. Which cpu was placed in your orders?

 

I hope not the M7700 - Dell mispriced it dramatically so make sure you let them know you KNOW that and tell them they have to honour it. IF they tell you there are technical problems - tell them you know of numerous people who have recieved them (either say friends or even say a forum - either way their sales ethics will be dodgy if they try that one)