Order Switch. would you accept this or complain?

To make a long story short I received my Inspiron 1720 with a few problems. It arrived with the wrong hard drive and the keyboard was warped. I called Dell and spoke to someone who was very apologetic and said he wanted to do something for me for the hard drive error and keyboard problem so he configured a replacement with the correct HD and an extra 1GB ram and Vista Ultimate instead of Vista Home Premium. He even called me to say the order was placed and I should receive it in a few days. After two days of being in production the order was suddenly canceled without my knowledge and a new order generated with my originally ordered configuration. I called the guy I spoke with and he said the new order must have been reviewed and canceled for some reason without his knowledge. I accepted that but now that I think about it bothers me that an offer made was just pulled out from under me. I did not ask for the upgrades, they were offered to me. It so happens the replacement system shipped yesterday. What would you do, just take the correctly configured system or complain about the offered upgrades being canceled?

 

I would accept it so long as everything is ok with it.

 

Test the notebook...to the extremes though. If anything is wrong with it, call and complain.

Dell seems to be excelling in not honoring agreements and prices recently, so I guess this does not surprise me.

 

My sales associate promised free overnight. While that information was saved in the quote, it never made it into the order (of course).

It took 4 phone calls and 3 emails to get it switch from 3-5 day standard back to what he promised, just in time too - notebook shipped 24 hours after I called

Best of luck, hope it works out for you.

 

What tests"to the extreme" would you recommend?

 

3 story egg drop, deep sea diving...jk, jk

 

I'd accept the machine if it was, perfect. Although I'd be as aggravated as you seem, and likely pursue it.

 

I would speak to a supervisor and relate the story to him exactly as you've told it here. In doing so, I would mphasize that the extras were offered and added by the rep without any prompting from you and that you're obviously disappointed that Dell would renege on promises made to you.

 

^^^
I agree

 

Likewise test replacement if ok take it.
Unless you had some form of document with said details on ie: a new order number with said items on there is nothing you can do but Dell is not that bad. Ring the Dell rep you spoke to and again as for maybe the extra ram or wireless card for all your problems since he made the offer to you. This does work some times..
Good luck and Dell not all bad news...

 

it took me 2 and half months to get my credit from them.
They lack on what they promise.

I had to called over and over and over and over. Finally my credit showed up 2 days ago.

 

Actually I do. I saved a copy of the browser page that shows the order with the upgraded items. I probably should have been a little more insisting when I spoke to the guy afterwards but I didn't, my mistake. I'll wait until I get the replacement as there's no point in complaining before hand in case there is something wrong with the replacement.
My take is if a representative of your company offers something have some honor and go through with it. I felt good after the phone call when the upgrades were offered to me and the opposite when they were pulled. Funny thing is I just got an email asking me to take a Dell Customer Service Experience Survey!