My order is lost - how can I get a replacement

I ordered a new laptop on 19th Feb, and it was scheduled to arrive last Thursday - it didn't.

When I called the courier they told me that it was lost and that Dell has to do an investigation for three days before a replacement can be arranged.

So three days have now passed and Dell tells me that they don't have any note on the account that the investigation has been completed, so they can't arrange a replacement yet.

The guy on the phone tells me that I can expect an email in 24-48hrs. Not good enough.

After three days a replacement should be issued and three days have passed. I need my laptop in my hands by this time next week. What can I do?

I've paid for the laptop and someone has lost or stolen it. As such, it's MY laptop, not Dell's. Is it MY responsibility to get the police involved, after all it's MY laptop that has gone missing?

I also note that the configuration menu on Dell's site no longer has the same specification. I'm guessing dell is committed to replacing like-for-like or giving me some compensation - I wouldn't want a faster processor for example, without Dell paying me for the extra electricity it would use...

thanks,
Guy

 

Did you pay with a credit card? If yes, contact the credit card company and show them all evidence of this: e-mails you traded with Dell and any prints from their website that prove that you filed a complaint. Any written letters you received or receipts etc.

With that they should be able to credit your account back, and then they will sort Dell out themselves.

 

I did pay with my credit card but I don't want a refund, I want a computer. I don't have enough time to go through the ordering process from scratch again (well not for a standard delivery anyway), and it doesn't look like I'll be able to order the same machine if I do go down that road (the 17" WUXGA LCD is no longer on the configuration list, for example).

I'd also like to know what is involved in this "investigation" that takes three working days - I spoke to the courier and they say that they haven't been involved in it at all. Is there anyone who I can talk to at Dell who will give me details of what was investigated on Friday, what was investigated on Monday etc...?

 

Any investigation takes time. If you need a laptop right now, I suggest you do what HerrKaputt suggested and contact your credit card company and buy a new laptop from a local store. However, if you are set on your DELL system, I fear the only thing you can do is wait for them to finish their investigation.

Good luck.

 

What does the tracking number say ?

And which laptop did you order, and from what dept (business/consumer etc).

I guess different depts may handle things differently. I ordered a dell precision from dell premier, and the tracking info said delivered to some other state. So I sent off an email to dell, and the very next day I got an email notifying me of a replacement order.